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Service Level Agreement

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SERVICE LEVEL AGREEMENT

WS Telecom Inc.

Effective Date: June 22, 2026
Version: 1.0
Jurisdiction: State of Wyoming, USA

1. SCOPE

This SLA applies to all WS Telecom Inc. services (Internet Access, Cloud, IPv4/IPv6 space) unless otherwise specified in writing.

2. AVAILABILITY GUARANTEE

2.1 Uptime Commitment

  • Monthly Target: 99.9% availability
  • Measurement: Aggregate across all client services
  • Excluded Downtime:
  • Scheduled maintenance (max 4 hours/month, 72-hour notice)
  • Client-side issues (misconfiguration, abuse, termination)
  • Force majeure (natural disasters, war, pandemics)
  • DDoS or intentional attacks (Client responsible)
  • Third-party services outside Company control

2.2 Availability Calculation

Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Downtime = period when primary service is inaccessible to Client.

3. SERVICE CREDITS

If monthly availability falls below 99.9%, Client eligible for credit:

Availability Service Credit
99.0% - 99.89% 5% monthly fee
98.0% - 98.99% 10% monthly fee
97.0% - 97.99% 25% monthly fee
< 97.0% 50% monthly fee

Credit Limits:

  • Maximum 50% monthly fee per incident
  • Credits applied within 30 days to Client account
  • No cash refunds; credits only
  • Client must request credit within 30 days of downtime

4. SUPPORT COMMITMENT

4.1 Response Times

Severity Response Time Resolution Target
P1 - Critical outage 15 minutes 4 hours
P2 - Major issue 1 hour 8 hours
P3 - Minor issue 4 hours 24 hours
P4 - Low priority 24 hours 72 hours

Severity Definitions:

  • P1: Service completely unavailable; business impact critical
  • P2: Service degraded; partial functionality lost
  • P3: Minor functionality issue; workaround available
  • P4: Informational or feature request

4.2 Support Channels

  • Email: support@ws.network (available 24/7)
  • Ticket System: Client portal
  • Emergency: Critical issues escalated to on-call engineer

4.3 Support Limitations

  • Support covers Company infrastructure only, not Client setup
  • Network configuration/optimization subject to separate fees
  • DDoS mitigation requests handled separately

5. PERFORMANCE METRICS

5.1 Network Performance

  • Latency: < 100ms average to nearest PoP
  • Packet Loss: < 0.1% under normal conditions
  • Jitter: < 30ms standard deviation
  • Throughput: Per contracted amount (guaranteed during provisioned hours)

5.2 Cloud Server Performance

  • CPU: Dedicated cores (shared cloud configs may vary)
  • Memory: As provisioned; overprovisioning monitored
  • Disk I/O: SSD speeds; no mechanical drive slowdown guarantees
  • Bandwidth: 1 Gbps + (BGP route-based)

6. MAINTENANCE WINDOWS

6.1 Scheduled Maintenance

  • Window: Sundays 02:00 - 04:00 UTC (2-hour max)
  • Frequency: Monthly or as needed
  • Notice: 72 hours minimum advance notification
  • Maintenance Impact: Service may be unavailable

6.2 Emergency Maintenance

  • Notice: 24 hours when possible
  • Justification: Security patches, critical fixes, or compliance
  • No Credit: Due to emergency nature

7. BACKUP & DISASTER RECOVERY

7.1 Data Backup (Cloud Services)

  • Frequency: Daily backups
  • Retention: 30 days minimum
  • Recovery RTO: 4 business hours
  • Recovery RPO: 24 hours

Note: Backups are for disaster recovery; not for operational storage.

7.2 Network Redundancy

  • Multiple PoPs: Geographically distributed
  • BGP Failover: Automatic (when LOA/ROA in place)
  • Routing: Multi-path redundancy per AS

8. SECURITY & COMPLIANCE

8.1 Security Commitment

  • Firewalls: DDoS filtering on edge routers
  • Updates: Security patches applied within 30 days
  • Monitoring: 24/7 network monitoring
  • Incident Response: Security incidents reported within 24 hours

8.2 Compliance

  • GDPR: EU data protection compliant
  • CCPA: California privacy law compliant
  • SOC 2 Type II: Audit performed annually (certification provided on request)

9. TRAFFIC SHAPING & THROTTLING

9.1 Fair Use Policy

  • Unlimited Bandwidth: Per service tier (standard overprovisioning 5:1)
  • Abuse Detection: Excessive traffic may trigger review
  • Throttling: Applied only after abuse verification
  • Notice: 24-hour notice before throttling

9.2 DDoS Mitigation

  • Detection: Automated; triggered at threshold
  • Response: Traffic scrubbing; service remains available
  • Notification: Client notified during active mitigation
  • Billing: No additional charge for standard DDoS (up to 1 Tbps global)

10. NETWORK CHANGES & MIGRATIONS

10.1 IP Address Changes

  • Justification: Network optimization, consolidation
  • Notice: 30 days minimum
  • Exception: Emergency (IP hijacking, contamination) = 48 hours

10.2 Service Upgrades

  • Bandwidth Increase: No downtime (BGP re-announcement)
  • Server Migration: Advance notice; brief connectivity interruption possible
  • Feature Deprecation: 90 days notice for removal

11. SERVICE TERMINATION

11.1 Upon Termination

  • Data Retrieval: 30-day grace period to download data
  • Data Deletion: Wiped within 30 days of termination
  • IP Deallocation: Returned to RIPE NCC within 60 days
  • Final Invoice: Prorated, due on termination

12. LIMITATION OF LIABILITY

  • Liability Cap: Amount paid in preceding 30 days
  • Excluded Damages: Indirect, incidental, punitive, or consequential
  • Client Responsibility: Maintain backups; test disaster recovery

13. ESCALATION & DISPUTES

Service Credit Dispute: 1. Client submits written claim within 30 days 2. Company investigates within 5 business days 3. If agreed, credit applied; if denied, explanation provided 4. Further disputes: Arbitration per ToS

14. EXCLUSIONS & FORCE MAJEURE

This SLA does not cover:

  • Client negligence, misconfiguration, or abuse
  • Third-party service failures
  • Natural disasters, war, strikes, government action
  • Pandemics or public health emergencies
  • Internet backbone failures outside Company control

15. MODIFICATION

Company may modify SLA with 30 days' notice. Downgrades to SLA terms require Client acceptance.

Contact: legal@ws.network
Support: support@ws.network
Last Updated: 2026-06-22