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Enterprise Service Level Agreement (SLA)

1. Scope of Service Level Agreement

1.1. This Service Level Agreement (SLA) documents the commitment for "Rainy Day Internet Corporation" (herein referred to as "Rainy Day") to provide high quality Internet Access, email and Web Hosting services. It is to be used as a reference guide for Rainy Day’s Customers and Industry Partners.

1.2. This SLA is also governed by the Master Services Agreement (MSA) and the Acceptable Use Policy (AUP).

1.3. This SLA applies to the Rural Residential High Speed Internet Plans and Services

2. Service Levels & Hours of Operation

2.1. Availability - Rainy Day monitors its system and network on a 24-hour / 7 days per week basis. In the event of service outages, our system alarms automatically notify our Support Staff about the problem. A customer can report any service problem to our Client Care center 24 hours a day, 7 days a week. The telephone number is 1-87-Rainy-Day or 204-272-5005; or via email at any time to support@rainyday.ca.

2.2. Scheduled Maintenance - Planned down times will occur on a scheduled basis between the hours of 22:00 to 06:00 CST. Rainy Day will provide notice for any planned outages past 6:00 CST for those services and/or customers being affected.

2.3. Emergency Maintenance - When emergency maintenance is required, Rainy Day will provide the greatest amount of reasonable lead-time and arrange, with client management or IT contact, a solution that minimizes the impact on the users.

3. Availability Commitment

3.1. Rainy Day's services are available 24 hours a day; 7 days a week, taking into consideration scheduled and emergency maintenance times. Systems are monitored and managed from our Network Operations Centre (NOC) to ensure a monthly committed level of availability, in excess of 99.9% outside of scheduled and emergency maintenance periods. Rainy Day designed and built its network with redundant connections to the Internet to maximize reliability and network availability.

4. Latency Service Commitment

4.1. Rainy Day's latency is based on an average round-trip transmission between Rainy Day’s Internet Gateway Router and the customer’s access point (hub site). The latency is estimated not to exceed more than 60 milliseconds.

5. Mean Time To Repair (MTTR)

5.1. Rainy Day's NOC strives to restore customer services in a timely manner. In the event that we need to dispatch one of our field service technicians, our goal is to achieve a Mean Time To Repair (MTTR) as follows:

5.2. Highway Distance chart from Winnipeg MTTR

5.3. This MTTR is contingent on Rainy Day having prompt access to its equipment in a customer’s location.

6. Service Level Credits

6.1. A "Network Outage" is defined as customer reported no access to the Internet (excludes scheduled and emergency outages, outages related to customer responsibilities as defined in the contract and outages beyond Rainy Day's network in the Internet).

6.2. In the event of a Network Outage Rainy Day will credit the customer with the following schedule:

7. Service Interruption Definition

A service is considered “unavailable” if three consecutive pings from Rainy Day’s NOC to the customer subscriber unit fail. Interruption does not include problems related to the customer's local area network (LAN) or any service failure caused by power outages in customer’s location.

8. Problem Classification & Notification

8.1. Problems and service requests are recorded in the Rainy Day task system and are evaluated by Rainy Day personnel by level of severity. There are 3 levels of severity, designed to record customer problems:

URGENT: Complete service interruption
MEDIUM: Service degradation or preventable service outage
LOW: Information request or minor service degradation

8.2. All inquiries/problems that are the responsibility of Rainy Day are classified as follows. Problems may be re-classified in priority levels as new information about the problem becomes available.

Priority Level Descriptions:

8.2.1 Urgent (Complete Service Interruption) - OUT OF SERVICE - Involves situations where one or multiple services are affected and a significant impact to the service is occurring. SLA: Restoration of service in 72 hours or less.

8.2.2. Medium (Service Degradation) - CUSTOMER STILL HAS SERVICE - Involves situations where infrastructure is degraded and the situation may lead to a service interruption if not attended to in a timely manner. SLA: Resolution of situation in 72 hours or less.

8.2.3. Low (Information Request or Minor Service Degradation) - CUSTOMER STILL HAS SERVICE - Involves situations where infrastructure may be experiencing a minor degradation or the customer has a question or request. Objective: Best efforts to resolve.

9. Help Desk Hours

9.1. Rainy Day’s Help Desk or Emergency IVR can be reached 24 hours day, 7 days a week by calling 1-87-Rainy-Day or 204-272-5005. The technical representative responding to the call will attempt to classify the call by the level of urgency and attempt to rectify the trouble on line with the customer. Should this not be possible the technical support representative will update the customer on trouble status as agreed to by the customer.

9.2. Enterprise customers are given a separate emergency number (204) 272-XXXX for technical emergencies. This number is not published and must only be used for emergency situations. This number is provided by the Chief Technology Officer or Technical Services Manager to the Customer in order to ensure it is only used for emercencies.

10. Problem Notification

10.1. Before calling Rainy Day' Technical Support, please have the following information available so that your call can be handled more efficiently:

a) Company Name
b) Name of Caller
c) Location of problem
d) Type of Problem
e) Priority or severity of the problem
f) A detailed description of the nature of the call

11. Response Time and Call Escalation Procedures

11.1 The following table describes the vertical escalation levels, which Rainy Day follows in order to deliver its commitments to customers. As soon as the Rainy Day representative recognizes that he/she cannot respond to the problem and that the problem belongs to second level support, the call is escalated. The following tables illustrate how the person who takes responsibility of a problem, must notify the next level, within a certain time frame, and escalate the matter if the problem cannot be resolved.

11.1.1. Priority 1 incident — Urgent

11.1.2. Priority 2 incident — Medium

11.1.3. Priority 3 incident — Low

12. Business Continuity

12.1. Rainy Day places considerable emphasis on service availability and continuity through system architecture design and operation management discipline. The remaining parts of this section discuss other preventative plans put into place for this service, and possible contingency measures available to the client in the event of a prolonged service failure.

13. Disaster recovery

13.1. Rainy Day emphasizes prevention and management discipline and does not currently offer off-site disaster recovery services for our services. However Rainy Day is in a position to develop disaster recovery plans within a contractual relationship with specific clients taking into consideration the specific conditions for each case.

14. Security

14.1. Rainy Day has implemented the necessary logical and physical security required to ensure a secure environment in order to deliver our services. A corporate software security policy is in effect. A number of procedures are implemented in order to control personnel, System Software maintenance, Application Software design and maintenance, Software-controlled accessibility, Telecommunications, environmental infrastructure and physical accesss. Only authorized operators and system administrators have access to the NOC and equipment rooms.

15. Review and Update of the Service Level Agreement

15.1. Rainy Day will periodically update this document, and will post updates from time to time on our website. Changes will be made at the sole discretion of Rainy Day, with changes being made in the best interest of all parties. Some changes to this documentation may require contractual and pricing updates.

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Founded in 1998

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