Rise Broadband

Enterprise Service Level Agreement

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Skip to content The Rise Broadband Call Center will be closed on Memorial Day and resume normal business hours on Tuesday 6/1. To make a payment, review your account, or check your data usage/speed please use account portal and for sales, feel free to shop online. Thank you and Happy Memorial Day! <ul> <li>My Account <ul> <li>Account Dashboard</li> <li>Pay My Bill</li> <li>Q&A: Current Customer</li> </ul> </li> <li>Help &amp. Support <ul> <li>Support</li> <li>Sales/New Service</li> </ul> </li> </ul> Menu <ul> <li>Explore <ul> <li>Inquire about Service <ul> <li>Check Availability</li> <li>Call Us</li> <li>Q&A: Current Customer</li> <li>Q&A: Residential</li> <li>Q&A: Small Business</li> <li>Q&A: Enterprise</li> </ul> </li> <li>Legal <ul> <li>Policies &amp. 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Enterprise services are backed by specific service level guarantees as set forth herein. Network Availability Guarantee – 99.99% The Rise Broadband IP Network, as defined in this section, is guaranteed to be available and capable of forwarding IP packets 99.99% of the time, as averaged over a calendar month. The Rise Broadband IP Network includes the customer’s access port (the port on the Rise Broadband aggregation router upon which the customer’s circuit terminates) and the Rise Broadband IP backbone network. The Rise Broadband IP backbone network includes Rise Broadband owned and controlled routers and circuits (including any transit connections). If the Network Availability guarantee is not met in a calendar month, the customer will receive a credit of 1/90th of the Monthly Recurring Charge (MRC) for that month for each full hour of outage under this SLA. Limits on the credit and the reporting procedures are detailed below. Latency Guarantee  – 45 Milliseconds Rise Broadband guarantees the monthly average Network Latency for round-trip packets carried between the Customer demarcation point and Rise Broadband’s Internet Gateway to be an average of 45ms or less. If the Latency guarantee is not met in a calendar month, the customer will receive a credit of 1/180th of the Monthly Recurring Charge (MRC) for that month for each full hour of outage under this SLA. Limits on the credit and the reporting procedures are detailed below. Data Delivery (Packet  Delivery )  – 99% The Rise Broadband IP backbone network (as defined above) is guaranteed to have an average data delivery of 99% for a maximum average Packet Delivery of less than 1% over a calendar month. The Packet Delivery is measured as the average of 15-minute samples across the Rise Broadband IP backbone network taken throughout the calendar month. If the Data Delivery (Packet Delivery) guarantee is not met in a calendar month, the customer will receive a credit of 1/180th of the Monthly Recurring Charge (MRC) for that month for each full hour of outage under this SLA. Limits on the credit and the reporting procedures are detailed below. Credit Limits and Reporting Procedures Total credits under this SLA are limited to the Monthly Recurring Charge (MRC) for the affected service for the month in which the service does not meet the guarantees. The above guarantees do not include the local access circuit (e.g. local loop), Customer Premises Equipment (router or CPE) or the customer’s Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events (as defined in the relevant service contract). Please call Rise Broadband Customer Care to request a Service Level Agreement (SLA) credit.   Effective 10/28/2016 Explore Pricing &amp. Plans Signup Today Call Us 844-411-RISE Questions? Read the FAQ Rise Broadband Residential High-Speed Internet Business High-Speed Internet Contact Us About Rise Broadband Press Room Careers My Account Manage My Account Pay My Bill Let’s Connect 844-411-RISE Contact Us Visit us on Facebook Legal Policies and Agreements Rise Broadband Privacy Policy Open Internet Statement and Policy © 2021 Rise Broadband - Policies &amp. 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