Service Level Agreement

Last updated: April 22, 2026

This Service Level Agreement ("SLA") describes the uptime commitments and support response times UnifiWave LLC provides to its managed service customers.

1. Network Uptime Guarantee

UnifiWave guarantees network availability as measured at the customer premises equipment (CPE) level:

Plan	Uptime Target	Max Monthly Downtime
Essential	99.5%	~3 hours 39 minutes
Professional	99.9%	~43 minutes
Enterprise	99.9%+	Per custom agreement

Uptime is calculated monthly based on total minutes in the billing period, excluding scheduled maintenance windows communicated at least 48 hours in advance.

2. Support Response Times

Severity	Essential	Professional	Enterprise
Critical Total service outage	4 hours	2 hours	1 hour
High Significant degradation	8 hours	4 hours	2 hours
Medium Partial impact	Next business day	8 hours	4 hours
Low General inquiry	2 business days	Next business day	Next business day

3. On-Site Support

Essential: On-site dispatch available for critical issues (additional fee may apply).
Professional: Next business day on-site support included for critical and high-severity issues.
Enterprise: Priority 4-hour on-site response for critical issues within service area.

4. Service Credits

If UnifiWave fails to meet the uptime guarantee in a given month, eligible customers receive service credits applied to the next invoice:

Monthly Uptime	Credit (% of Monthly Fee)
99.0% – 99.5%	10%
95.0% – 99.0%	25%
Below 95.0%	50%

Credits are applied automatically when monitoring data confirms an SLA breach. Maximum credit in any month is 50% of that month's service fee. Credits do not carry over and cannot be redeemed for cash.

5. Exclusions

This SLA does not apply to downtime caused by:

Scheduled maintenance communicated at least 48 hours in advance
Force majeure events (natural disasters, power grid failures, government actions)
Customer-caused issues (unauthorized hardware changes, power disconnection, physical damage)
Third-party upstream provider outages beyond UnifiWave's control
Customer's failure to provide reasonable access for maintenance or repair

6. Monitoring & Reporting

All managed networks are monitored 24/7 via our cloud management platform. Customers on Professional and Enterprise plans receive:

Real-time status dashboard access
Monthly performance reports (bandwidth, uptime, device health)
Quarterly network review meetings (Enterprise)

7. Scheduled Maintenance

Routine maintenance is performed during low-traffic hours (typically 2:00 AM – 5:00 AM local time) with at least 48 hours advance notice. Emergency maintenance for critical security patches may occur with shorter notice.

8. How to Report an Issue

Email: [email protected]

Include your business name, location, and a description of the issue. Our monitoring systems often detect and begin resolving issues before they are reported.

9. Changes

UnifiWave may update this SLA periodically. Existing customers will be notified of material changes at least 30 days in advance via email.