Service Level Agreement

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

I. Service We Provide

We provide an Internet connection to your building up to the levels listed on our plans page. The connection we provide includes bringing the signal to our NID for fiber customers or to your radio for wireless customers. The customer is responsible for the internet connection including the Methownet, LLC supplied router, your internal wireless/wired network and devices. We can test your connection to the router to establish connectivity and level of service. The customer shall be 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 on the maintenance of Internet access to your location. The definition of our technical support extends to the gateway/router provided by Methownet, LLC. The monthly service does not include maintenance, replacement, or repair of your router, computer hardware, software, or in-house wireless networks. Support for these components can be provided to customers at our regular shop rate.
Our company's Technical Support Department operates 9 to 5, Mon-Fri, (509)996-2022 or via e-mail. Please send us a message with the full description of the problem and your account username. Please do not send multiple messages on the same issue.
Our company's standard response time to technical support issues is 24 hours. This time, however, depends on the complexity of the inquiry and workload in general. The Technical Support Department assigns the highest priority to customer inquiries related to the Internet unavailability. These issues are addressed immediately upon receiving e-mail notification from a customer. Please keep in mind that it may take some time to resolve the issue so you may not get an immediate reply.
Support turnaround time guarantee does not apply to any development related or web site troubleshooting issues since such issues often involve extensive research and testing.

III. Billing and other account related inquiries

All inquiries regarding Company billing for its services should be sent emailed to us.

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, limited phone support is 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 off-line. 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 BACK-UPS DURING SCHEDULED BACK-UP ROTATION. 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 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 3rd 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.