IowaTelecom.net - Credit Policy

Acceptible Use Policy

Iowa Telecom Internet Service Outage Credit Policy

Any customer who experiences a Internet Service Outage ("Service Outage"). A Service Outage must be recorded in the Iowa Telecom IP Network trouble ticket system. Service Outages are measured from the time the trouble ticket is opened in the Iowa Telecom trouble management system to the time the Internet Service Outage ends.

Service Outage Detail	Outage Credit Amount
Service Outage during regular maintenance window (12:00 a.m. to 7 a.m., seven days a week)	$0.00 (outage hours during this period do not count toward outage totals)
Service Outage of less than six hours or sum of outages less than six hours per month	$0.00
Service Outage in excess of six hours or sum of outages exceeding six hours per month, but not exceeding 13 hours per month	One day's charges pro-rated from the of the Internet Service MRC
Service Outage in excess of 13 hours or sum of outages exceeding 13 hours per month, but not exceeding 24 hours per month	Two day's charges pro-rated from the of the Internet Service MRC
Service Outage in excess of 24 hours or sum of outages exceeding 24 hours per month	Amount to be handled by Service Center Management

Remedy Procedures:

To request Outage Credits, Customer must contact the Iowa Telecom Service Center within five business days of the last day of the month in which credits would apply. Outage Credits will be applied only to the month in which the event-giving rise to the credit occurred. The maximum Outage Credits issued in any one calendar month will not exceed 50% of the Internet Service MRC.

Service Credit Exceptions:

Outage Credits will not be issued when Outages are the result of: (a) acts or omissions of Customer, its employees, contractors, agents, or end users; (b) failure or malfunction of equipment, applications, or systems that have not been installed and owned (or controlled) by Iowa Telecom or its partners unless Customer has purchased repair or maintenance protection from Iowa Telecom for the equipment, applications, or systems; (c) circumstances beyond Iowa Telecom's reasonable control, which may include, at Iowa Telecom's reasonable discretion, weather-related events, acts or omissions of persons other than the Customer, its employees, contractors, agents, or end users or the employees, contractors, or agents of Iowa Telecom; or acts of God; (d) scheduled service maintenance, alteration or implementation; or (f) the unavailability or required Customer personnel, including as a result of failure to provide Iowa Telecom with accurate and current contact information. Outage Credits will not be issued for any potential losses incurred through the delay of e-mail delivery. Exceptions will be handled at the discretion of Iowa Telecom.

Definitions:

"Internet Service MRC" means the monthly recurring charge for dial-up Internet access service or digital subscriber line ("DSL") (sometimes called "high-speed" Internet service).

"Service Outage" means the inability to transmit or receive data from the World Wide Web. Inability to transmit or receive data from any particular universal record locator ("URL") or any subset of URLs does not constitute an Internet Service Outage, nor does failure or delay of electronic mail access or delivery.