Service Level Agreement

Service Level Agreement (Licensed Service)

Updated April 6th, 2026

This Service Level Agreement (“SLA”) sets forth specific terms related to California Internet, L.L.C.. DBA GeoLinks (“GEOLINKS”) Internet services (referred to herein as the “Services”), as set forth in the Service Quote. This Policy along with the Terms and Conditions, Voice over Internet Protocol Services Policy (for VoIP Services), Acceptable Use Policy (AUP), Privacy Policy, and the original Service Quote (collectively referred to as the “Agreement”) constitute the entire understanding between Customer and GEOLINKS with respect to Services provided, superseding all previous communications or agreements regarding such subject matter.

GEOLINKS is committed to providing reliable, responsive, and personalized services. To ensure our business priorities are aligned with our customers’ need for reliable service, GEOLINKS provides the following Service Level Agreement (SLA) to our valued customers.

SERVICE TARGETS

  • Response Priority: 4hrs or less
  • Service Availability: Target of at least 99.99% uptime
  • Round Trip Latency Under 20ms
  • Packet loss target < 0.5%

SERVICE LEVEL COVERAGE BOUNDARY. This SLA covers the infrastructure and/or facilities that are under GEOLINKS’ direct control with respect to GEOLINKS’ Internet services (the “GEOLINKS Network”). All circuits provided by telephone companies or other common carriers, as well as equipment owned by the Customer and not managed by GEOLINKS, are excluded from the GEOLINKS network. Any internal wiring within the Customer premises is excluded from the GEOLINKS Network. To facilitate service level monitoring and verification, GEOLINKS maintains Test Servers at the outer boundary of each regional network. All performance measurements and references to Test Servers shall refer to GEOLINKS’ server equipment located at the boundary of each regional network.

PERFORMANCE VERIFICATION. Performance verification, including verification of providing contracted throughput levels, may be tested upon request. To ensure accurate testing, GEOLINKS will measure all performance verifications from the Customer Network Interface to the GEOLINKS Test Server. With prior notification, the Customer LAN may be disconnected during the test to ensure that Customer traffic does not affect the results. All efforts will be made to perform the test at a time that is convenient for the Customer.  Testing will be performed using specialized equipment running standardized tests.  If the test results show the service is meeting contracted metrics, GeoLinks may impose a $500 dispatch fee on the customer.

SERVICE AVAILABILITY CALCULATION. The measurement period of the availability of the Service shall be coterminous with the monthly billing cycle. The availability is calculated monthly beginning with the first full month of service.  The formula is the total number of minutes in the monthly billing cycle minus the number of minutes of Downtime suffered in the billing cycle, divided by the total number of minutes in the billing cycle.

NETWORK LATENCY AND PACKET LOSS SERVICE LEVEL. Packet Loss and Network Latency are measured by GeoLinks sending test packets between designated routers located in GeoLinks Backbone. GeoLinks guarantees that average Network Latency and Packet Loss within GeoLinks network will not exceed the thresholds defined in the identified sections in the document within a monthly billing cycle.

SERVICE PROCEDURES. If the Customer has a service issue, they must notify GEOLINKS at the following email address: [email protected] or contact GEOLNKS by phone at 888-225-1571 option 2. GEOLINKS will then open up a “trouble ticket” and seek to remedy the situation as soon as possible.

CHRONIC OUTAGES. A Chronic Outage is considered to have occurred if the GEOLINKS Services are unavailable for more than 3 occurrences of 15 minutes within a monthly billing cycle. Once the chronic outage condition is reported to GEOLINKS and validated, GEOLINKS will attempt to remediate the situation over the next 30 days.  If GEOLINKS is unable to remediate the Chronic outage condition within 30 days of validation, then the Customer may cancel service without early termination fees or other penalty by providing GEOLINKS written/email notice of its desire to cancel. GEOLINKS will then cancel the service immediately, or on the timetable Customer requests, and will credit Customer with any unused monthly fees for which the Customer has previously paid.

LIMITED LIABILITY FOR SERVICES INTERRUPTIONS. Under no circumstances, due to emergency or any other factor, will GEOLINKS be responsible for any loss of life, property or other damages relating to an outage of an alarm, phone service or error in 911 service processing. GEOLINKS’ only duties are to maintain the best uptime possible and repair in the fastest service period possible when an outage or issue is reported to GEOLINKS by the Customer. GEOLINKS is not responsible for any damages financial or otherwise resulting from loss of alarm, phone or internet service which includes loss of customers, clientele, revenue, sales or other sources of income. GEOLINKS’ liability is limited to the single monthly cost of the service connection. GEOLINKS is not liable for any financial refunds for the entire contract length if the Customer opts to end the contract early due to GEOLINKS’ non-performance in conformity with this SLA. All other limitations on liability set forth in the Terms and Conditions are hereby incorporated by reference.

SLA NOT APPLICABLE TO DELINQUENT ACCOUNTS. This SLA applies only to Customers in good standing (paid current). Customers with delinquent accounts or past due balances do not qualify for service credits or priority response. Customers may not short pay invoices in expectation of receiving service credits.

DISCLAIMER. This SLA excludes performance deficiencies resulting from:

  • Scheduled or Emergency maintenance
  • Client circuits provided by telephone companies or other common carriers
  • Tampering of GEOLINKS’ equipment either by Customer, Customer’s agents or by unauthorized third parties, including but not limited to property owners and their agents
  • Any external Internet supplier, Service Provider or an Internet exchange point
  • Customer’s network being compromised by unauthorized access
  • Behavior of Customer equipment, facilities or applications
  • External radio frequency interference or blockage
  • Acts of God, acts of nature, acts of civil or military authority, governmental actions, fires, civil disturbances, terrorism, and interruptions of power or transportation problems.
  • Any delay or performance failure caused by Customer’s failure to perform any of its obligations under this Agreement.

 

DEFINITIONS. The following definitions apply to this Service Level Agreement. Defined terms used here, but not defined here, are defined in the Agreement.

 

  • “Downtime” means, in each monthly billing cycle, the number of minutes during which the service is unavailable for use. Downtime does not include Emergency or Scheduled Maintenance and is subject to SLA exclusions.
  • “Emergency Maintenance” means those times where Provider becomes aware of an issue which, based on a risk assessment of the issue, Provider determines requires immediate remediation and, as a result, the Services are made temporarily unavailable for Provider to address the issue. Emergency Maintenance is not considered Downtime for purposes of this Service Level Agreement.
  • “Latency” means the average round-trip network delay in milliseconds.
  • “Loss” means the percentage of packets or frames that are dropped compared to the total packets sent.
  • “Scheduled Maintenance” means those times where Provider notifies Customer of Downtime prior to the commencement of such Downtime. Scheduled Downtime is not considered Downtime for purposes of this Service Level Agreement.

Service Level Agreement (Unlicensed Service)

Updated April 6th, 2026

This Service Level Agreement (“SLA”) sets forth specific terms related to California Internet, L.L.C.. DBA GeoLinks (“GEOLINKS”) Internet services (referred to herein as the “Services”), as set forth in the Service Quote. This Policy along with the Terms and Conditions, Voice over Internet Protocol Services Policy (for VoIP Services), Acceptable Use Policy (AUP), Privacy Policy, and the original Service Quote (collectively referred to as the “Agreement”) constitute the entire understanding between Customer and GEOLINKS with respect to Services provided, superseding all previous communications or agreements regarding such subject matter.

GEOLINKS is committed to providing reliable, responsive, and personalized services. To ensure our business priorities are aligned with our customers’ need for reliable service, GEOLINKS provides the following Service Level Agreement (SLA) to our valued customers.

SERVICE TARGETS

  • Response Priority: 4hrs or less
  • Service Availability: Target of at least 99.99% uptime
  • Round Trip Latency Under 50ms
  • Packet loss target < 1%

SERVICE LEVEL COVERAGE BOUNDARY. This SLA covers the infrastructure and/or facilities that are under GEOLINKS’ direct control with respect to GEOLINKS’ Internet services (the “GEOLINKS Network”). All circuits provided by telephone companies or other common carriers, as well as equipment owned by the Customer and not managed by GEOLINKS, are excluded from the GEOLINKS network. Any internal wiring within the Customer premises is excluded from the GEOLINKS Network. To facilitate service level monitoring and verification, GEOLINKS maintains Test Servers at the outer boundary of each regional network. All performance measurements and references to Test Servers shall refer to GEOLINKS’ server equipment located at the boundary of each regional network. GEOLINKS Legacy networks are excluded from this SLA.

PERFORMANCE VERIFICATION. Performance verification, including verification of providing contracted throughput levels, may be tested upon request. To ensure accurate testing, GEOLINKS will measure all performance verifications from the Customer Network Interface to the GEOLINKS Test Server. With prior notification, the Customer LAN may be disconnected during the test to ensure that Customer traffic does not affect the results. All efforts will be made to perform the test at a time that is convenient for the Customer.  Testing will be performed using specialized equipment running standardized tests.  If the test results show the service is meeting contracted metrics, GeoLinks may impose a $500 dispatch fee on the customer.

SERVICE AVAILABILITY CALCULATION. The measurement period of the availability of the Service shall be coterminous with the monthly billing cycle. The availability is calculated monthly beginning with the first full month of service.  The formula is the total number of minutes in the monthly billing cycle minus the number of minutes of Downtime suffered in the billing cycle, divided by the total number of minutes in the billing cycle.

NETWORK LATENCY AND PACKET LOSS SERVICE LEVEL. Packet Loss and Network Latency are measured by GeoLinks sending test packets between designated routers located in GeoLinks Backbone. GeoLinks guarantees that average Network Latency and Packet Loss within GeoLinks network will not exceed the thresholds defined in the identified sections in the document within a monthly billing cycle.

SERVICE PROCEDURES. If the Customer has a service issue, they must notify GEOLINKS at the following email address: [email protected] or contact GEOLNKS by phone at 888-225-1571 option 2. GEOLINKS will then open up a “trouble ticket” and seek to remedy the situation as soon as possible.

CHRONIC OUTAGES. A Chronic Outage is considered to have occurred if the GEOLINKS Services are unavailable for more than 3 occurrences of 15 minutes within a monthly billing cycle. Once the chronic outage condition is reported to GEOLINKS and validated, GEOLINKS will attempt to remediate the situation over the next 30 days.  If GEOLINKS is unable to remediate the Chronic outage condition within 30 days of validation, then the Customer may cancel service without early termination fees or other penalty by providing GEOLINKS written/email notice of its desire to cancel. GEOLINKS will then cancel the service immediately, or on the timetable Customer requests, and will credit Customer with any unused monthly fees for which the Customer has previously paid.

LIMITED LIABILITY FOR SERVICES INTERRUPTIONS. Under no circumstances, due to emergency or any other factor, will GEOLINKS be responsible for any loss of life, property or other damages relating to an outage of an alarm, phone service or error in 911 service processing. GEOLINKS’ only duties are to maintain the best uptime possible and repair in the fastest service period possible when an outage or issue is reported to GEOLINKS by the Customer. GEOLINKS is not responsible for any damages financial or otherwise resulting from loss of alarm, phone or internet service which includes loss of customers, clientele, revenue, sales or other sources of income. GEOLINKS’ liability is limited to the single monthly cost of the service connection. GEOLINKS is not liable for any financial refunds for the entire contract length if the Customer opts to end the contract early due to GEOLINKS’ non-performance in conformity with this SLA. All other limitations on liability set forth in the Terms and Conditions are hereby incorporated by reference.

SLA NOT APPLICABLE TO DELINQUENT ACCOUNTS. This SLA applies only to Customers in good standing (paid current). Customers with delinquent accounts or past due balances do not qualify for service credits or priority response. Customers may not short pay invoices in expectation of receiving service credits.

DISCLAIMER. This SLA excludes performance deficiencies resulting from:

  • Scheduled or Emergency maintenance
  • Client circuits provided by telephone companies or other common carriers
  • Tampering of GEOLINKS’ equipment either by Customer, Customer’s agents or by unauthorized third parties, including but not limited to property owners and their agents
  • Any external Internet supplier, Service Provider or an Internet exchange point
  • Customer’s network being compromised by unauthorized access
  • Behavior of Customer equipment, facilities or applications
  • External radio frequency interference or blockage
  • Acts of God, acts of nature, acts of civil or military authority, governmental actions, fires, civil disturbances, terrorism, and interruptions of power or transportation problems.
  • Any delay or performance failure caused by Customer’s failure to perform any of its obligations under this Agreement.

 

DEFINITIONS. The following definitions apply to this Service Level Agreement. Defined terms used here, but not defined here, are defined in the Agreement.

 

  • “Downtime” means, in each monthly billing cycle, the number of minutes during which the service is unavailable for use. Downtime does not include Emergency or Scheduled Maintenance and is subject to SLA exclusions.
  • “Emergency Maintenance” means those times where Provider becomes aware of an issue which, based on a risk assessment of the issue, Provider determines requires immediate remediation and, as a result, the Services are made temporarily unavailable for Provider to address the issue. Emergency Maintenance is not considered Downtime for purposes of this Service Level Agreement.
  • “Latency” means the average round-trip network delay in milliseconds.
  • “Loss” means the percentage of packets or frames that are dropped compared to the total packets sent.
  • “Scheduled Maintenance” means those times where Provider notifies Customer of Downtime prior to the commencement of such Downtime. Scheduled Downtime is not considered Downtime for purposes of this Service Level Agreement.
  • “Legacy Networks” refers to parts of the GEOLNKS network that are older and run on less flexible infrastructure, often using outdated hardware and architecture.