SelectNet Internet Services provides guarantees to its Internet customers with respect to network access availability, maximum delay, and maximum packet loss. This guarantee extends to all Ethernet Internet access services offered by SelectNet. The guarantee does not extend to any analog or digital dial-up or customer initiated Internet access. The specifics of this guarantee are as follows:
Network Access Availability: If network access is unavailable for thirty (30) minutes or more in any calendar day, SelectNet Internet Services will credit customer’s account for one (1) day's usage. Network Access is defined as the communications from the customer’s Minimum Point of Entry (MPOE) through to one of SelectNet Internet Services' Internet backbone providers.
Maximum Delay and Packet Loss: Should customer experience in any calendar month an average delay of greater than 80 milliseconds or a packet loss of 1% or more to SelectNet Internet Services' network, SelectNet Internet Services will credit one day's worth of the customer's total monthly connection charge.
Requesting and Issuing Credit: Customer is responsible for requesting and verifying that the credit has been received. In order to receive credit, customer must be current in payments for any invoices due. Customer must submit the credit request in writing, either via U.S. mail, facsimile, or e-mail. Credit should appear within two (2) billing cycles on customer’s account statement. SelectNet will not be responsible for, or credit more than, the amount that is or should be billed to customer in any calendar month.
Other Conditions: SelectNet is not responsible for "acts of God" and other similar conditions that would limit access. Customer recognizes that the Internet is an unmanaged global network. SelectNet is not responsible for general Internet conditions that would impede communications through its Internet connections and does not make any guarantees for end-to-end connections between customer and other Internet locations.