Bigleaf Networks, Inc. (“Bigleaf”) supports and monitors its SD-WAN Internet Optimization Service (“Service”) from various Network Monitoring Systems to the Bigleaf Gateway Clusters and to the Bigleaf Equipment at the site of the person or company subscribing to Bigleaf Service (the “Customer”). Service Demarcation is defined as the port(s) on the Bigleaf Equipment that Customer’s computer, firewall(s), or router(s) connect to. Bigleaf only monitors and is responsible for providing service to the Service Demarcation point.
Bigleaf offers two Tiers of Performance Guarantees to its Customers: AccessAssurance and Standard.
The Service Availability will be at least 99.99%, as measured by Bigleaf monitoring systems, on a monthly basis. “Availability” for this AccessAssurance tier means:
This AccessAssurance tier guarantee includes connectivity across Customer’s underlying Internet Service Provider (ISP) circuits, regardless of their individual guarantees or uptime.
To be eligible for the AccessAssurance tier availability guarantee, Customer must meet the following requirements:
The Service Availability will be at least 99.99%, as measured by Bigleaf monitoring systems, on a monthly basis. “Availability” for this Standard tier means:
This Standard tier guarantee excludes Customer’s individual ISP circuits that the Bigleaf Equipment uses to connect to the Bigleaf Gateway Clusters, so any Outages caused by issues with those ISP circuits are not eligible for Service Availability Credit.
To be eligible for the Standard tier availability guarantee, Customer must meet the following requirements:
If the relevant Availability guarantee is not met then any period of continuous total loss of connectivity (“Outage”) may be eligible for a Service Availability Credit. Eligibility will be determined by measurements from the Bigleaf NMSs. Unless agreed otherwise, Customer’s exclusive remedy for any Outage is repair of Service and credit for the Outage period. Credit will be paid for service degradation as listed in the categories below. The sum of all credits in a month is not to exceed 50% of the total monthly bill for that site.
Customer may request a Service Availability Credit for any Outage by emailing firstname.lastname@example.org or calling Bigleaf support. Credit must be requested within 15 days of Outage to be eligible. Credit will be deducted from Customer’s next bill/invoice if all relevant conditions in this SLA are met, including tier eligibility, and the elapsed time of an Outage exceeds the following:
Bigleaf is continually upgrading and maintaining its network and service to ensure optimal performance. This work is only done with careful planning and consideration of possible impact to customers. This maintenance activity falls in to one of 3 categories:
Periods of lost connectivity during routine maintenance when no notification was given are eligible for availability credits as outlined above, however periods of lost connectivity during scheduled or urgent maintenance are not eligible.
Bigleaf will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to: disruption or issues on Customer’s local network or equipment, disruption of power to the Bigleaf Equipment, erroneous configuration changes made by Customer or Customer’s agents to the Bigleaf Service, DOS attacks or other criminal activity, acts of God, states of emergency, or natural disasters; non-payment by Customer; and non-compliance with the Bigleaf Acceptable Use Policy. All monies owed Bigleaf must be paid in full before a credit is applied.