Service Level Agreement
Attached to Master Service Agreement · Effective 2025
1. Coverage
This SLA applies to the aggregator-based internet services at all properties listed in the applicable Master Service Agreement between ConnectedSpaces and the property owner or manager.
2. Uptime Guarantee
ConnectedSpaces targets 99.5% network uptime per calendar month. Uptime is calculated from network monitoring logs and excludes scheduled maintenance windows and Force Majeure events. Scheduled maintenance will be announced with at least 72 hours advance notice and performed between 12:00 AM and 5:00 AM local time whenever possible.
3. Incident Severity Levels
| Severity | Definition |
|---|---|
| Critical | Complete service outage affecting multiple buildings or units |
| Major | Service degradation affecting multiple units, or complete outage for a single unit |
| Minor | Non-service-impacting issues or single-unit performance concerns |
4. Response & Resolution Times
| Severity | Response | Resolution Target | Updates |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Every 2 hours |
| Major | 2 hours | 8 hours | Every 4 hours |
| Minor | 4 hours | 24 hours | Daily |
Issues not resolved within the target window automatically escalate to the next support tier.
5. Service Credits
| Monthly Uptime | Credit (Revenue Share) |
|---|---|
| Below 99.5% for 2 consecutive months | 10% off that month's revenue share |
| Below 99.0% in any month | 15% off that month's revenue share |
| Below 98.0% in any month | 25% off that month's revenue share |
Credits do not apply when downtime is caused by tenant equipment, building power failures, upstream ISP outages beyond ConnectedSpaces' control, or other Force Majeure events. Credit requests must be submitted in writing within 30 days of the affected month. Credits are applied to the next revenue share payment.
6. Support Channels
- 24/7 Support: support@connectedspaces.com
- Phone: (816) 555-1234
- Tenant Portal: Ticket submission and status tracking available in-portal
- On-site support: Monday–Friday, 9:00 AM–5:00 PM CT (by appointment)
7. Escalation Path
- Level 1 — Tier-1 Support Team (initial contact for all issues)
- Level 2 — Technical Support Specialist (escalated unresolved issues)
- Level 3 — Network Operations (complex technical issues)
- Level 4 — ISP Relationship Manager (issues requiring ISP intervention)
8. Reporting
ConnectedSpaces provides monthly SLA reports including uptime percentages, incident counts and severities, average resolution times, bandwidth usage patterns, and tenant satisfaction metrics. Quarterly Business Reviews cover performance trends, improvement initiatives, and technology upgrade recommendations.
9. Tenant Experience Metrics
In addition to technical performance, ConnectedSpaces tracks and reports average tenant satisfaction scores, first-call resolution rates, time to provision new service, and support ticket volume by category.
10. Amendments
SLA terms may be reviewed annually or upon major infrastructure changes. All modifications must be in writing and signed by both parties.