SLA


Network Availability Guarantee-The ICS Broadband network is guaranteed to be available and capable of forwarding IP packets 99.99% of the time, averaged over a calendar month. ICS Broadband’s Internet’s IP network includes the customer access port (the port on the ICS Broadband Internet aggregation router or switch upon which the customer’s circuit terminates, this does not the customer’s equipment) and the ICS Broadband Internet IP backbone network to ICS Broadband inter-connects with other Internet Service Provider (ISP) networks. The ICS Broadband Internet IP backbone is defined as and includes ICS Broadband owned and controlled routers, switches and circuits, including any transit connections up to customer hand-off port.

ICS Broadband’s Internet Network Availability guarantee does not include the customer’s equipment, router, Local Area Network (LAN) and events that may be LAN or customer equipment related, scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, ICS Broadband Fiber, Ethernet, DSL or Wireless services, and force majeure events. If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a pro-rated credit based on length of the outage, up to the monthly service charge (MRC) for the time period that the outage is in excess of the 99.99% guarantee under this SLA. The amount of credit will never exceed a maximum of one month’s recurring charge.




Credit Policy


This is for Managed Services:

All Invoice are emailed to the Customer on the 1st of Each Month and are Due at that time, on the 15th of the Month the Customer shall get a Duns Notice that the account is past due and on the 25th Customer will get a 72 Hour Disconnection Notice of Services. If Services are Disconnect the Customer shall pay the past due amount and one month in advance, ICS takes Major Credit Cards and ACH, we also reserve the right to have a Credit Card on File if late payments happen mutiple times in a year.


This if for ICS Media Group and TrueFMOnline:

All Customer Accounts are Pre-Paid prior to any orders being placed, if this is a recurring service, then a credit card or ACH shall be set up prior to services being provided.