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Our policies were designed with fairness and simplicity in mind.
We're happy to answer any questions you have about terms and conditions.

Issue Type

Guarantee

Credit Amount

Credit
Interval

Congestion (Resolved by NOC)

100% Bandwidth Availability

5% per hour

1 Hour

Congestion (Resolved outside NOC)

100% Bandwidth Availability

20% per incident

5% per hour after interval

72 Hours

Service Availability (100% Packet Loss)

100% Service Availability

5% per hour

1 Hour

Packet Loss

0.1% loss across Pilot's network

5% per hour

1 Hour

Latency

5ms round-trip across Pilot's network

5% per hour

1 Hour

Proactive Monitoring

Notification within 15 minutes

10% Per Incident

Per Incident

Technical Support Response

Acknowledgement within 15 minutes

10% Per Incident

Per Incident

Unscheduled Maintenance

Minimum notice period of 24 Hours

5% Per Incident

Per Incident