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cyberMIND Packet Success Service Level Guarantee
cyberMIND's packet success goal is based on the successful
delivery of packets through the cyberMIND IP backbone in the
regions listed below. Unsuccessful packets are deemed to be
those dropped due to transmission errors or router overload
before exiting the cyberMIND regional IP backbone.
| Asia Pacific
to North America |
99% packet success |
| North American
IP Backbone |
99% packet success |
| Transatlantic
IP Backbone |
99% packet success |
| European IP
Backbone |
99% packet success |
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cyberMIND's packet success Service Level Guarantee ("Guarantee")
is successful delivery of packets will meet or exceed 99%
between cyberMIND-designated IP backbone paths for the cyberMIND
services listed below.
The measurement consists of 50 100-byte pings sent every
15 minutes. A daily average will be calculated using these
96 samples. The daily measurements will be averaged to calculate
a monthly average.
Should cyberMIND fail to meet the Guarantee in two consecutive
calendar months, Customer is entitled to a one (1) day prorated
credit for the cyberMIND Monthly Membership Fee for the second
month and an additional one (1) day prorated credit for any
consecutive month in which the Guarantee is not met.
Each month's packet success performance statistics are posted
on the cyberMIND Customer Support Web Site (current customers
only).
To receive the credit if this Guarantee has not been met,
Customer must contact cyberMIND's customer service group within
30 days of the end of the month for which credit is requested.
cyberMIND will not extend a credit if failure to meet the
Guarantee is attributable to acts of God, civil disorder,
natural cataclysm or other occurrences beyond the reasonable
control of cyberMIND.
Guarantee Coverage: Customers that register and have service
in the applicable geographic region are covered for the following
cyberMIND services: LAN Connect, Higher Broadband, the Internet
access features of cyberMIND Dialup, Dedicated, and Roaming.
Customers with North American service sites are eligible
for North American and Transatlantic coverage. Customers with
European service sites are eligible for European and Transatlantic
coverage.
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