Service Level Agreement

1. How this document applies

This public document is an operational overview, not a standalone guarantee. A service level becomes contractually binding only when a signed customer agreement, order form, or service schedule expressly incorporates it. If this page conflicts with a signed agreement, the signed agreement controls.

2. Service scope

The covered service consists only of the 6WIFI INC. SD-WAN, managed connectivity, software, equipment, sites, and optional features identified in the applicable order. Customer networks, public internet access, cloud or content platforms, carrier facilities, and other third-party components are outside the covered scope unless the order expressly states otherwise.

3. Service objectives and measurement

Availability, performance, response-time, measurement-window, threshold, and remedy terms vary by service architecture, location, access method, and plan. Any numeric commitment and its measurement source will be stated in the applicable signed service schedule. We do not apply an unstated universal availability percentage or performance guarantee.

4. Support and incident handling

Customers should report incidents through the support channel identified in their order and provide the account, affected site or device, time observed, symptoms, and available diagnostic information. 6WIFI INC. will validate scope and severity, coordinate troubleshooting, and provide status communications and escalation in accordance with the applicable support plan.

5. Maintenance

We may perform planned maintenance to preserve service security and reliability and will provide notice when reasonably practicable under the applicable agreement. Emergency maintenance may be required to address active security, integrity, or stability risks. How maintenance is treated in service-level calculations is defined by the signed service schedule.

6. Customer responsibilities

Accurate measurement and timely restoration depend on customer cooperation. Customers are responsible for:

• maintaining supported on-site power, cabling, local networks, access circuits, and environmental conditions unless they are included in the order;
• providing authorized contacts, timely site access, accurate topology information, and reasonable troubleshooting cooperation;
• using the service in accordance with documentation, law, security requirements, and acceptable-use terms; and
• promptly notifying 6WIFI INC. of material configuration, carrier, traffic, or environment changes that may affect the service.

7. General exclusions

Unless a signed agreement states otherwise, service-level calculations exclude events not attributable to the covered 6WIFI INC. service, including customer acts or omissions, unsupported configurations, third-party or upstream failures, scheduled or emergency maintenance, force-majeure events, lawful suspension, and attacks or abnormal traffic beyond the protection expressly purchased. The applicable agreement defines the final exclusion rules.

8. Service reviews, claims, and remedies

Customers may request a service review using the support or account contact in their order. Eligibility, evidence, claim windows, service credits, and other remedies are governed solely by the signed agreement or service schedule. This page does not create a credit, refund, or exclusive remedy.

9. Changes and contact

We may revise this public overview as our service-management practices evolve. A revision does not amend an existing signed agreement unless the parties agree through the contract’s change process. For service-level questions, contact support@6wifi.com or +1 910 666 2222.