GATOR.NET SERVICE LEVEL AGREEMENT
GRUCom maintains a staffed call center seven (7) days a week from 7:00 am to 11:00 pm Eastern Time to resolve Subscriber Trouble Reports. GRUCom maintains a message and emergency call center the remainder of the hours. GRUCom may also be reached via email at firstname.lastname@example.org.
Individual Trouble Reports received by GRUCom prior to 12:00 p.m. Eastern Time, Monday through Friday, excepting Holidays, will be responded to by the end of the that business day. GRUCom will resolve the issue addressed in the Trouble Report within 48 hours after receipt of the Trouble Report.
Individual Trouble Reports received by GRUCom prior to 12:00 p.m. Eastern Time, on Saturday or Sunday or on Holidays, will be responded to within 48 hours. GRUCom will resolve the issue addressed in the Trouble Report within 72 hours after receipt of the Trouble Report.
If system and/or network problem is identified in a Trouble Report disrupting service for the entire Property and/or if the same or substantially the same Trouble Report is reported by three or more Residents at the same Property, GRUCom shall use its best efforts to ensure that these Trouble Reports are resolved as quickly as possible, but in any event, shall respond and resolve the Trouble Reports within 24 hours, excluding holidays.
During hours of call center operation, calls will be answered by a live representative within 120 seconds 90% of the time as measured on a monthly average.
Trouble Report: Trouble Report means any service-related report, written or oral, made by Owner/Property Manager or a Subscribing Customer relating to the Internet Service or System, but excludes user error or misuse, and defects in resident’s personally owned equipment (“Trouble Report”) which is reported to the Gator.Net/GRUCom Network Operations Center. The percentage of Trouble Reports resolved timely is related to the number of Trouble Reports resolved within the above time frames.
The percentage of Trouble Reports resolved timely is calculated by dividing the total number of Trouble Reports within a quarter that are resolved by GRUCom within the windows set forth above by the total number of Trouble Reports received by GRUCom in the quarter, and multiplying by 100. GRUCom shall achieve at least 95% Trouble Reports resolved timely per calendar quarter.
Holidays: City of Gainesville observed holidays as designated by the City Commission of Gainesville, Florida.