Town Bridge Communications Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Town Bridge Communications web hosting, reseller, dedicated server.

Town Bridge Communications strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by Town Bridge Communications monitoring systems authorized/contracted outside monitoring services.

Town Bridge Communications goal is to make the Town Bridge Communications Networks available to Client free of outages for 99.9% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a Town Bridge Communications service failure for more than 15 consecutive minutes, excluding service failures relating to Town Bridge Communications Networks scheduled maintenance and upgrades. The Town Bridge Communications Networks does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Town Bridge Communications Networks goal is to keep Average Round-Trip Latency on the Town Bridge Communications Networks to 85 milliseconds or less. Town Bridge Communications Networks defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the Town Bridge Communications Networks and major US backbone peering points during such month, as measured by Town Bridge Communications Networks. Town Bridge Communications Networks goal is to keep Average Packet Loss on the Town Bridge Communications Networks to 0.1% or less. Town Bridge Communications Networks defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the Town Bridge Communications Networks during such month that are not successfully delivered, as measured by Town Bridge Communications Networks.

Town Bridge Communications will periodically (on average every 10 minutes) monitor Town Bridge Communications Networks and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the Town Bridge Communications Networks but not other networks to which Client may connect. Town Bridge Communications Networks reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Town Bridge Communications Networks and made available to Client.

Town Bridge Communications stands behind all equipment on our network. Town Bridge Communications Networks utilizes only name brand hardware of the highest quality and perfomance. Town Bridge Communications Networks will replace all faulty hardware affecting performance levels of equipment within 48 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Town Bridge Communications Networks contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. Town Bridge Communications Networks will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.