Service level agreement and credit policy

Provider: WeLink
Effective Date: May 13, 2026
Document Version: 1.0
1. PURPOSE & SCOPE

This Service Level Agreement ("SLA") defines the core network performance metrics and financial credit policies for WeLink broadband services. It applies strictly to the Monthly Recurring Charges (MRC) of the specific circuit line items established under the Master Services Agreement. This policy serves as the Customer’s sole and exclusive financial remedy for any network performance failures or service interruptions.

2. CORE PERFORMANCE BASELINES

WeLink guarantees the following network performance baselines under normal operating conditions, measured monthly:

  • • Network Availability: ≥ 99.9% uptime per monthly billing cycle.
  • • Round-Trip Latency: ≤ 50ms to the nearest local WeLink Point of Presence (PoP).
  • • Packet Loss: ≤ 0.5% over any continuous 24-hour monitoring period.
3. DOWNTIME MEASUREMENT
  • • Commencement: Downtime begins the exact minute a trouble ticket is formally logged by the Customer or flagged automatically by the WeLink Network Operations Center (NOC).
  • • Conclusion: Downtime terminates when packet delivery and baseline throughput are fully restored to the WeLink demarcation point.
  • • Chronic Failure: If Monthly Network Availability falls below 97.0% for two (2) consecutive billing cycles, the Customer may terminate the service contract immediately without incurring Early Termination Fees (ETF).
4. SERVICE CREDIT MATRIX

Remediation credits are calculated as a fixed percentage of the impacted site's MRC, applied exclusively to the subsequent month's invoice.

Monthly Cumulative Network Availability

Financial Credit Remediation Percentage

≥ 99.9%

0% (Standard Target Met)

99.5% to 99.89%

5%-10% of total site MRC

99.0% to 99.49%

25% of total site MRC

< 99.0%

50% of total site MRC

5. POLICY EXCLUSIONS & CARVE-OUTS

Downtime calculations explicitly exclude any performance drops or outages resulting from:

  • • Customer Site Power Failures: Power loss at the customer property shutting down the WeLink Customer Premises Equipment (CPE) or receiver node.
  • • Line-of-Sight (LoS) Blockage: Physical obstructions introduced by the customer (e.g., new structural construction, foliage growth, unapproved roof modifications).
  • • Scheduled Maintenance: Standard maintenance windows (12:00 AM to 4:00 AM local time), provided WeLink issues a minimum of 48 hours' electronic notice.
  • • Access Restrictions: Delays caused by the Customer refusing or delaying on-site physical access to WeLink technicians required to resolve an active issue.
  • • Force Majeure: Severe weather events exceeding engineered equipment tolerances, labor disputes, or acts of government authorities.
6. CLAIM SUBMISSION PROCEDURES
  • • Written Request Requirement: Credits are not issued automatically. The Customer must submit a formal credit request via email to support@welink.com within ten (10) business days of the invoice issuance date for the month in which the incident occurred.
  • • Required Documentation: All claims must include the original WeLink Trouble Ticket ID, the date/time logs of the outage, and the impacted site address.
  • • Maximum Financial Cap: The cumulative value of all credits issued within a single billing cycle shall never exceed 50% of that specific site's monthly MRC.
  • • Account Standing: Credits will not be processed, calculated, or applied if the Customer’s account carries a past-due balance or is in active payment dispute.