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Service Level Agreement

This Service Level Agreement (“SLA”) is part of Breqwatr Inc.’s agreement with Customers (“Customer” or “Customers”) who purchase its Services, as stated in Breqwatr’s Terms of Service. (“TOS”). This SLA states the service levels that Breqwatr commits to providing to its Customers.

Network Service Guarantee

Breqwatr guarantees that its network will function 99.99% of the time in providing the purchased Services, except for scheduled maintenance downtime and remote networks. Breqwatr will provide reasonable notice to Customers in advance of scheduled maintenance downtimes. Breqwatr reserves the right to engage in necessary emergency maintenance without prior notice.

Account Credits

If Customer notifies Breqwatr of its failure to meet the Network Service Guarantee, it will issue a refund to the Customer in the form of credits to be furnished within two future billing cycles after the Customer’s notification and verification by Breqwatr’s Customer Portal. The service failure, with dates and times, must be reported to Breqwatr Inc.’s Customer Portal within ten business days of the occurrence.

  • Network Availability 99.0% – 99.99% : 10% of monthly fee credited

  • Network Availability 98.0% – 98.9% : 15% of monthly fee credited

  • Network Availability 95.7% – 97.9% : 20% of monthly fee credited

  • Network Availability 90.0% – 94.9% : 25% of monthly fee credited

  • Network Availability 89.9% or below : 5% credited for every 1% of lost availability

Credit Exclusions

Credits are not available if Customer is past due on his/her account or is suspended. Credits are not available if Breqwatr’s network is obstructed by circumstances beyond the reasonable control of Breqwatr Inc., including but not limited to, the failure of power, facilities, equipment or systems not provided by, owned or managed by Breqwatr Inc. or other acts of Force Majeure as stated in Par. 19 of the TOS.

Colocation Service Hardware

Breqwatr’s Service Level Guarantee does not apply to hardware owned by Customers located within the data center premises.

Dedicated Server Hardware

Breqwatr Inc. guarantees the uptime of its dedicated server hardware and will replace the failed equipment at no cost to the Customer. The replacement will occur within six hours of notification, which is to be reported to Breqwatr Inc.’s HelpDesk, and covers failed RAM, processors, hard drives, motherboards, network cards and other hardware found to be at fault.

Network Traffic

Breqwatr Inc. does not guarantee that its network traffic will follow any specific network path or will receive any quantified traffic allocation. Due to the inherent nature of networks, all traffic is ultimately shared and the path selection will be at the sole discretion of Breqwatr Inc.

Service Management

All rendered services provided by Breqwatr Inc. are considered unmanaged, unless otherwise expressly noted by prior.

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