Network Service Level Agreement Updated for 2004-2005

The MOREnet Network Service Level Agreement (SLA) (formerly called the I-Channel SLA) has been updated for 2004-2005. All MOREnet customers should submit a new Network SLA Registration form after reading both the general information (http://www.more.net/services/connectivity/sla/index.html) and the MOREnet and Customer Responsibilities sections of the agreement.

Although the new Network SLA contains three levels of service, customers will want to register for Level 2 or Level 3 if they ever need MOREnet assistance outside of MOREnet's normal business hours (Monday - Friday, 8 a.m. – 5 p.m.). Links to a description of customers' and MOREnet's responsibilities for each level of service and to the Network SLA Registration form can be accessed from the menu on the right side of any page in the agreement.

MOREnet's ability to electronically monitor customers' connections enables it to immediately detect and respond to a customer outage anywhere in the state. For Level 1 and Level 2 services, MOREnet automatically responds to electronically-detected outages during normal business hours. Level 2 Network SLA customers will also be given a toll-free number to contact a MOREnet technician for assistance anytime day or night, provided they have someone at the site to assist the technician.

For customers registering for Level 3 Network SLAs, MOREnet technicians will respond to outages electronically detected during the extended hours of operation specified by the customer on the Network SLA Registration form. Customers selecting Level 3 service must provide the telephone number for a contact who will be on site, or will immediately go to the site, to assist with troubleshooting during the hours of operation specified on the SLA. MOREnet cannot accurately troubleshoot a problem without the assistance of a customer representative at the site.

Please contact techsupp@more.net if you have any questions after reading the 2004-2005 Network SLA.