Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to internet-access service provided by SF Innovations Inc. on residential and business plans. It is incorporated by reference into the Terms of Service. For business plans governed by a customized Master Service Agreement (MSA), the MSA's terms control to the extent of any conflict.

2. Definitions

• Service Period — a calendar month.
• Available — the connection passes ICMP and TCP at 100 Mbps or more from the customer ONT to the SF Innovations metro core.
• Outage — any continuous five-minute period during which the connection is not Available, attributable to SF Innovations or its subcontractors.
• Maintenance window — a scheduled or emergency maintenance period as described in Section 5.
• Service credit — a one-time credit applied to your next regular invoice, expressed as a percentage of the affected month's recurring fee.

3. Availability commitments

4. Performance commitments

Across all plan tiers, measured at the customer ONT to the nearest metro IX:

• Throughput — at least 95% of the provisioned plan rate, measured wired, against an SF Innovations test endpoint, on a properly configured Cat-6A or 10G-capable port.
• Latency (round-trip) — average ≤ 2 ms, 95th percentile ≤ 5 ms.
• Packet loss — ≤ 0.05% steady-state.
• Jitter — ≤ 1 ms.

5. Maintenance windows

5.1 Scheduled maintenance

Scheduled maintenance is announced at least 48 hours in advance via email and the customer portal status page, and is performed during a standard window of 02:00–05:00 local metro time. Scheduled maintenance does not count as Outage time for SLA purposes.

5.2 Emergency maintenance

Emergency maintenance may be performed at any time to address an immediate threat to network integrity, security, or customer service. We notify affected customers as soon as practical. Emergency maintenance does not count as Outage time for SLA purposes if completed within 60 minutes; time beyond 60 minutes is counted.

6. Service credits

If we miss the availability target in a given Service Period, you are entitled to a credit on your next invoice as follows:

The maximum credit in any Service Period is 50% of the monthly recurring fee for the affected service. Credits are the sole and exclusive remedy for SLA misses.

7. Claims process

1. Submit a request through the customer portal or by emailing noc@sfinnov.com within 30 days after the end of the Service Period in which the Outage occurred.
2. Reference your account number, the date(s) of the Outage, and any troubleshooting evidence (traceroutes, screenshots, etc.).
3. We respond within 7 business days. Approved credits appear on your next invoice; we do not require additional paperwork.

We monitor our own network for SLA-relevant events and will sometimes apply a credit proactively without a customer request.

8. Exclusions

The following are not counted as Outages and do not qualify for SLA credits:

• Scheduled maintenance announced under Section 5.1.
• Emergency maintenance completed within 60 minutes.
• Force-majeure events (natural disasters, civil unrest, pandemics, government action).
• Failure of customer-owned equipment, customer wiring, or customer-supplied power.
• Internet failures upstream of SF Innovations' borders, where alternative routes are intentionally suppressed by the destination network.
• Customer-requested changes that result in service interruption.
• Suspension or termination resulting from non-payment or AUP violation.
• Issues caused by third-party content providers, applications, or services that are unrelated to the access network.

9. Limitations

Service credits are non-transferable and are issued only against active accounts in good standing. Total SLA credits issued in any 12-month period will not exceed three months of recurring service fees. Credits cannot be exchanged for cash unless required by law.

10. Contact