Effective date: March 6, 2026
This SLA defines the uptime commitments and remedies applicable to Axel Networks enterprise connectivity and managed services.
Axel Networks guarantees 99.99% availability for all enterprise DIA circuits and managed services, measured on a monthly basis. 99.99% availability equates to no more than 4.38 minutes of unplanned downtime per month.
Uptime is measured from the point of demarcation at your premises to the Axel Networks network edge and excludes scheduled maintenance windows, customer-caused outages, and events beyond our reasonable control.
When monthly availability falls below the guaranteed threshold, service credits are automatically calculated and applied to your next invoice. No request is required.
Credits are your sole and exclusive remedy for availability failures and do not exceed one month of service charges.
Our NOC response time commitments by incident priority:
The SLA does not apply during scheduled maintenance windows communicated at least 5 business days in advance, outages caused by customer equipment or configuration, events of force majeure, outages caused by third-party providers outside our network, or circuits where the customer has suspended or modified services.
Availability is measured using continuous monitoring of circuit health from our NOC. Monthly availability reports are available on request and automatically generated for customers requiring them for compliance purposes.
Questions about this document? Contact us at legal@axel-networks.com