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Bigleaf Service SLA

Bigleaf Networks, Inc. (“Bigleaf”) supports and monitors its SD-WAN Internet Optimization Service (“Service”) from various Network Monitoring Systems to the Bigleaf Gateway Clusters and to the Bigleaf Equipment at the site of the person or company subscribing to Bigleaf Service (the “Customer”). Service Demarcation is defined as the port(s) on the Bigleaf Equipment that Customer’s computer, firewall(s), or router(s) connect to. Bigleaf only monitors and is responsible for providing service to the Service Demarcation point.

Service Level Tiers

Bigleaf offers two Tiers of Performance Guarantees to its Customers: AccessAssurance and Standard.

AccessAssurance Tier - Availability Guarantee

The Service Availability will be at least 99.99%, as measured by Bigleaf monitoring systems, on a monthly basis. “Availability” for this AccessAssurance tier means:

  1. The Bigleaf Gateway Clusters are operational so the Bigleaf Equipment can connect.
  2. The on-site Bigleaf Equipment is operational.
  3. The on-site Bigleaf Equipment is remotely reachable through the Bigleaf Service and is capable of passing Customer traffic.
 
This AccessAssurance tier guarantee includes connectivity across Customer’s underlying Internet Service Provider (ISP) circuits, regardless of their individual guarantees or uptime.

AccessAssurance Tier - Eligibility

To be eligible for the AccessAssurance tier availability guarantee, Customer must meet the following requirements:

  1. The Bigleaf Equipment must be powered by an Uninterruptible Power Supply (“UPS”).
  2. The Bigleaf Equipment must be kept in a climate-controlled location appropriate for computer equipment.
  3. Customer must have 3 ISP circuits from 3 different providers delivered on 3 different physical WAN mediums connected to the Bigleaf Equipment. Example combinations are: a fiber circuit, a DSL circuit, and a cable circuit; or a cable circuit, a cellular circuit, and a satellite circuit.
  4. All 3 of Customer’s ISP circuits must be operational and free of persistent alarms within the preceding 24 hours before any Outage.
  5. Customer must proactively monitor and troubleshoot any issues with Customer’s ISP circuits to resolve any persistent alarms. Monitoring can be done through the Bigleaf web app and email notifications.
  6. Customer must immediately contact Bigleaf tech support via telephone and open a support ticket if Customer experiences an Outage.

Standard Tier - Availability Guarantee

The Service Availability will be at least 99.99%, as measured by Bigleaf monitoring systems, on a monthly basis. “Availability” for this Standard tier means:

  1. The Bigleaf Gateway Clusters are operational so the Bigleaf Equipment can connect.
  2. The on-site Bigleaf Equipment is operational.


This Standard tier guarantee excludes Customer’s individual ISP circuits that the Bigleaf Equipment uses to connect to the Bigleaf Gateway Clusters, so any Outages caused by issues with those ISP circuits are not eligible for Service Availability Credit.

Standard Tier - Eligibility

To be eligible for the Standard tier availability guarantee, Customer must meet the following requirements:

  1. The Bigleaf Equipment must be powered by an Uninterruptible Power Supply (“UPS”).
  2. The Bigleaf Equipment must be kept in a climate-controlled location appropriate for computer equipment.
  3. Customer must immediately contact Bigleaf tech support via telephone and open a support ticket if Customer experiences an Outage.

Service Availability Credits

If the relevant Availability guarantee is not met then any period of continuous total loss of connectivity (“Outage”) may be eligible for a Service Availability Credit. Eligibility will be determined by measurements from the Bigleaf NMSs. Unless agreed otherwise, Customer’s exclusive remedy for any Outage is repair of Service and credit for the Outage period. Credit will be paid for service degradation as listed in the categories below. The sum of all credits in a month is not to exceed 50% of the total monthly bill for that site.

Customer may request a Service Availability Credit for any Outage by emailing support@bigleaf.net or calling Bigleaf support. Credit must be requested within 15 days of Outage to be eligible. Credit will be deducted from Customer’s next bill/invoice if all relevant conditions in this SLA are met, including tier eligibility, and the elapsed time of an Outage exceeds the following:

  • Exceeding 5 minutes: 5% of Customer’s Monthly Service fee for affected site(s)
  • Exceeding 2 hours: 10% of Customer’s Monthly Service fee for affected site(s)
  • Exceeding 4 hours: 15% of Customer’s Monthly Service fee for affected site(s)
  • Exceeding 8 hours: 20% of Customer’s Monthly Service fee for affected site(s)
  • Every subsequent 4-hour increment shall receive an additional 5% credit, up to a maximum of 50% of the total monthly bill for each affected site

Maintenance

Bigleaf is continually upgrading and maintaining its network and service to ensure optimal performance. This work is only done with careful planning and consideration of possible impact to customers. This maintenance activity falls in to one of 3 categories:

  • Routine
    • No expected impact (e.g. simple software updates to our monitoring system)
    • Typically no notification
    • All hours
  • Scheduled
    • Service impact likely (e.g. restarting a router to upgrade firmware)
    • Typically 7-day advance notice
    • Almost always outside of normal business hours
  • Urgent
    • Service impact likely (e.g. replacing a defective router)
    • Typically 1-48 hours advance notice
    • All hours, but outside of normal business hours when possible


Periods of lost connectivity during routine maintenance when no notification was given are eligible for availability credits as outlined above, however periods of lost connectivity during scheduled or urgent maintenance are not eligible.

Limitations

Bigleaf will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to: disruption or issues on Customer’s local network or equipment, disruption of power to the Bigleaf Equipment, erroneous configuration changes made by Customer or Customer’s agents to the Bigleaf Service, DOS attacks or other criminal activity, acts of God, states of emergency, or natural disasters; non-payment by Customer; and non-compliance with the Bigleaf Acceptable Use Policy. All monies owed Bigleaf must be paid in full before a credit is applied.