Equinox Technology Service Level Agreement (SLA)

Purpose

This Service Level Agreement (“SLA”) outlines Equinox Technology’s service performance commitments and the remedies available to customers in the event of measurable service interruptions.
It applies to all telecommunications, internet, and managed network services (“Services”) provided by Equinox Technology, LLC (“Equinox”).

 

Scope

This SLA applies to Services provided directly by Equinox Technology, including:

  • UCaaS and Hosted Voice Services

  • Dedicated Internet Access (DIA)

  • Broadband Internet

  • SD-WAN and Managed Network Services

  • POTS Replacement Lines

Third-party circuits, Customer-provided equipment, and factors outside Equinox’s reasonable control (see Section 8) are excluded.

This SLA applies to Services provided directly by Equinox Technology, including:

  • UCaaS and Hosted Voice Services

  • Dedicated Internet Access (DIA)

  • Broadband Internet

  • SD-WAN and Managed Network Services

  • POTS Replacement Lines

Third-party circuits, Customer-provided equipment, and factors outside Equinox’s reasonable control (see Section 8) are excluded.

Service Availability Targets

Equinox’s uptime commitments are measured monthly, excluding scheduled maintenance and authorized maintenance windows.

Service Type Monthly Target Availability Measurement Definition
Dedicated Internet Access (DIA) 99.99% Availability of the Equinox-provided dedicated circuit from demarcation point to upstream provider edge.
UCaaS / Hosted Voice Platform 99.95% Availability of Equinox’s hosted voice servers and carrier interconnects.
SD-WAN / Managed Network Services 99.95% Uptime of Equinox-managed gateway or appliance while connected to an active circuit.
Broadband Internet Services Best Effort – No SLA Guarantee Broadband connectivity is subject to carrier conditions and is provided on a commercially reasonable effort basis.
POTS Replacement Services 99.90% Availability of the voice adapter or IP endpoint registered to Equinox’s voice network.

Measurement Period

Uptime is calculated per calendar month using:

Uptime % = (Total Minutes – Downtime Minutes) ÷ Total Minutes × 100

“Downtime” means a total loss of service connectivity for the affected Service due to failure within Equinox’s control.
Performance degradation or latency that does not cause total loss of connectivity is excluded from downtime calculations.

Maintenance Windows

Equinox may perform scheduled maintenance during off-peak hours (typically between 12:00 AM and 5:00 AM local time).
Notice will be provided for any maintenance expected to materially impact service.
Such maintenance periods are excluded from downtime metrics.

 

Incident Response and Resolution Targets

Priority Level Description Response Time Target Resolution
P1 – Critical Complete service outage affecting all users ≤ 30 minutes ≤ 4 hours
P2 – Major Significant degradation or partial outage ≤ 1 hour ≤ 8 hours
P3 – Moderate Intermittent or localized issue ≤ 2 business hours ≤ 1 business day
P4 – Informational / Change Request General support or configuration change ≤ 1 business day As scheduled

Equinox will provide ongoing updates throughout the resolution process.

Service Credits

7.1 Eligibility

Service credits apply only to Dedicated Internet Access (DIA), Hosted Voice, SD-WAN, and POTS Replacement services.
Broadband connections and best-effort services are excluded from credit eligibility.

7.2 Credit Table

Measured Monthly Availability Credit (% of MRC for affected service)
99.0% – 99.89% 5%
95.0% – 98.99% 10%
Below 95.0% 20%

7.3 Claim Procedure

  • Customer must submit a written credit request within 30 days of the incident.

  • Request must include service location, description, and dates of impact.

  • Equinox will validate performance using internal monitoring data.

  • Approved credits appear on the next billing cycle and shall not exceed one month’s MRC for the affected Service.

 

Exclusions

This SLA does not apply to interruptions resulting from:

  • Carrier outages or upstream provider issues beyond Equinox’s control.

  • Broadband Internet circuits or other best-effort connections.

  • Customer premise equipment (firewalls, routers, switches, phones).

  • Power loss, weather events, or natural disasters.

  • Maintenance with prior notice.

  • Suspensions for non-payment or violation of Fair Use or Acceptable Use policies.

 

Force Majeure

Neither party is liable for delay or failure to perform due to causes beyond its reasonable control, including but not limited to natural disasters, war, labor disputes, or government actions.

 

Limitation of Remedies

Service credits issued under this SLA are Customer’s sole and exclusive remedy for failure to meet uptime targets.
Credits are non-transferable, non-refundable, and cannot exceed one month’s MRC.

 

Updates to this SLA

Equinox Technology may revise this SLA periodically to reflect improvements in infrastructure, carrier relationships, or legal requirements.
Updates are effective upon posting at https://www.equinoxtechnology.net/legal/sla.
Material updates will be communicated via email or invoice notice.

 

Contact Information

Equinox Technology Support
Email: support@equinoxtechnology.net | Phone: (615) 562-5650
Billing Questions: finance@equinoxtechnology.net

 

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