Extended Support Hours Service Level Agreement (SLA)

MOREnet offers additional support after normal business hours for members who submit an Extended Hours SLA through MyMOREnet.

In addition to responding to outages that occur during normal business hours, MOREnet technicians will electronically monitor circuits and respond to detected outages that occur during the extended hours selected on the Extended Hours SLA.

Extended hours support is free to members who submit an SLA, but those members must have a technician on site, or able to immediately go to the site, to assist MOREnet with troubleshooting during their specified extended hours of coverage, including 24x7, if that option is selected.

Extended Hours SLA options include:

  • Monday - Friday, 5 p.m. - 10 p.m.
  • Saturday, 8 a.m. - 5 p.m.
  • 24x7 (Twenty-four hours per day, seven days per week)

Single Point of Contact (SPOC)

All members who commit to an Extended Hours SLA must provide a Single Point of Contact (SPOC). The SPOC should be the number to a pager, cell phone or help desk/dispatching phone system used to reach the available technician. MOREnet will call the SPOC if troubleshooting assistance is required during the hours selected in the Extended Hours SLA. If a site fails to respond to two separate off-hours service problem calls from MOREnet to the SPOC in the same 12-month period, MOREnet will discontinue the site's Extended Hours support. The site will be notified that it has been returned to standard Internet connection support.