Service Level Agreement

  • Failure by the customer to open a critical trouble ticket with Big Yellow Bee’s customer support within twelve (12) hours of the total outage;
  • Faults arising from the customer’s or a downstream service provider’s equipment or applications;
  • Equipment outside of Big Yellow Bee’s data center demarcation including, but not limited to, phones, handsets, routers, switches, client registration errors, WiFi, 3G/4G/LTE, internet, MPLS, IP/Ethernet circuits, PSTN;
  • Customer’s or customer’s agent’s acts or omissions, or those of the downstream service providers;
  • The duration of time required for customer and/or downstream service provider to provide SIPPIO’s staff access to data needed to troubleshoot and isolate the causes;
  • Reasons of force majeure, emergency or threat;
  • The duration for which any service provided by customer is down or unavailable to Big Yellow Bee; or
  • Periods of notified maintenance.