Service Level Agreement

THIS AGREEMENT DESCRIBES SERVICE LEVEL GUARANTEES PROVIDED TO YOU BY METHOWNET, LLC

I. Service We Provide

We provide a fiber-based Internet connection to your building, up to the levels listed on our fiber plans page. This includes bringing the signal to our Network Interface Device (NID) mounted to the outside of your building and to the Methownet, LLC primary router located within the premises. The customer is responsible for the connection beyond the primary router, including all user-owned devices on your internal wireless/wired network. We can test your connection to the router to establish connectivity and level of service. You are entitled to use the connection for the transfer of data to and from the Internet of no more than the account limits listed on the plans page.

II. Technical Support

Our company provides you with technical support to maintain Internet access to your location. The definition of our technical support extends to equipment owned by Methownet, LLC including the primary gateway/router installed by Methownet, LLC. The monthly service does not include maintenance, replacement, or repair of personal devices on your internal network, including but not limited to, computer hardware, software, any user owned devices connected to the internet or in-house wireless networks. Support for these components may be available at our regular shop rate.

III. Billing and Other Account-Related Inquiries

All inquiries regarding company billing for its services should be emailed.

IV. Internet Availability

Methownet, LLC is fully committed to providing quality service to all customers. To support this commitment, Methownet, LLC has technical support available for connection issues 7 days a week, with limited phone support available on weekends.

V. Scheduled Maintenance

To guarantee optimal performance of the servers, our company will perform routine maintenance on the servers on a regular basis. Such maintenance often requires taking company servers offline. Our company reserves one hour of server unavailability per month for maintenance purposes. This server unavailability is not included in server uptime calculations. The maintenance typically is performed during off-peak hours. MW provides you with advance notice of maintenance whenever possible.

VI. Data Integrity

Our company employs sophisticated RAID techniques to ensure the integrity of the data on its servers; the data is written to two disks simultaneously to prevent data loss in the event of hardware failure.

VII. Data Retention

OUR COMPANY SHALL NOT RETAIN ANY OF YOUR DATA AFTER ACCOUNT TERMINATION. ALL DATA IS DELETED FROM THE SERVERS AT THE TIME THE ACCOUNT IS TERMINATED AND FROM BACKUPS DURING SCHEDULED BACK-UP ROTATION. THE COMPANY SHALL NOT RESTORE, "BURN" TO CD, OR SEND OUT ANY DATA PERTAINING TO EXISTING OR TERMINATED ACCOUNTS.

VIII. Customer Responsibilities

To access Methownet, LLC services, customers must provide at the very minimum:

• a computer or device with sufficient quality to allow trouble-free browsing, data uploading/downloading;
• a fully functional Internet browser;
• a fully functional POP/SMTP e-mail program (client);

IX. Privacy Policy

Methownet, LLC values the privacy of its customers and will not share customer information with third parties.
Users of this site agree to be bound by the Methownet, LLC Master Agreement, Service Level Agreement, Terms of Installment Agreement, Terms of Service, and Acceptable Use Policies.