Last updated: April 22, 2026
This Service Level Agreement ("SLA") describes FasPath's uptime commitments, support response times, and the credit schedule for service interruptions.
| Plan | Uptime Target | Max Downtime / Month |
|---|---|---|
| Starter | 99.9% | 43 minutes |
| Business | 99.95% | 22 minutes |
| Enterprise | 99.99% | 4.3 minutes |
| Custom / Dedicated | Per agreement | Per agreement |
"Uptime" is measured as the percentage of time the FasPath network delivers connectivity to your demarcation point. Scheduled maintenance windows (announced 72+ hours in advance) are excluded from uptime calculations.
| Severity | Description | Starter | Business | Enterprise |
|---|---|---|---|---|
| Critical | Complete service outage | 2 hours | 1 hour | 30 minutes |
| High | Significant degradation | 4 hours | 2 hours | 1 hour |
| Medium | Minor issue, service functional | 8 hours | 4 hours | 2 hours |
| Low | Question, change request | 1 business day | 4 hours | 2 hours |
Response times are measured from the time the support ticket is logged in our system. "Response" means acknowledgment and assignment to an engineer — not resolution.
If FasPath fails to meet the uptime guarantee for your plan, you are entitled to automatic service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – below SLA target | 10% |
| 98.0% – 98.99% | 25% |
| 95.0% – 97.99% | 50% |
| Below 95.0% | 100% |
Credits are applied automatically to your next billing cycle. Maximum credit per month cannot exceed 100% of your monthly service fee.
The SLA does not apply to outages caused by:
FasPath proactively monitors all customer circuits 24/7. In most cases, we detect and begin working on issues before you notice them. You can request access to real-time status updates for your circuit(s).
If you are not satisfied with the speed of issue resolution, you may escalate by contacting your account manager or emailing [email protected].