Best Effort SLA

Best Effort Service Offerings

The following Smithville Fiber services are covered by best effort service delivery and restoration:

Residential Services

  • DNS Hosting
  • Internet (including E-mail)
  • Security (not including any personal security products)
  • Smithville Streaming TV (SSTV)
  • Smithville TV (STV)
  • Voice
  • Web Hosting

Business Services

  • Business Advantage Internet (not including any Enterprise Lit Fiber services)
  • Conference Calling
  • DNS Hosting
  • Primary Rate Interface (PRI) circuits
  • Security
  • SIP Voice Circuits
  • Smithville Streaming TV (SSTV)
  • Smithville TV (STV)
  • Swift Wi-Fi
  • Voice
  • Web Hosting

When we say “best effort”, we mean that Smithville Fiber will use its best, commercially reasonable efforts to meet our obligations and promises to you, the customer. Please note that residential security services and products do not include any personal security products Smithville Fiber may offer now or in the future, and that Enterprise Lit Fiber customers receive different service standards than our Business Advantage Internet and other business customers, and are not subject to our best effort service standards.

Best Effort Service Delivery

All Smithville Fiber services listed above under Best Effort Service Offerings follow the model of best effort service delivery, which is how Smithville Fiber services reach you, the customer. Best effort service delivery is limited by the following:

  • Smithville Fiber does not guarantee that data delivered through our Internet services will reach its destination, nor do we provide Quality of Service (QoS) controls to ensure delivery. If guaranteed delivery is desired, the customer must obtain its own guaranteed delivery vehicles (such as TCP/IP).
  • Smithville Fiber does not provide a guarantee of uptime or availability of service, nor any guarantee of financial restitution or other remedy for a disruption of service. Service credits may be issued at the sole discretion of Smithville Fiber management.
  • Smithville Fiber data packages are sold and advertised as best possible maximum bandwidth. Smithville Fiber will make a best effort attempt to provide data bandwidth up to the data packages’ maximum throughput; however this speed is not guaranteed. Technical considerations may limit the available bandwidth, including, but not limited to:
    • Distance from Smithville Fiber’s Central Office
    • Local network saturation
    • Faulty or sub-standard customer premises wiring or equipment
    • Factors outside of Smithville Fiber’s control (including, but not limited to, upstream providers, available bandwidth at far end, etc.)
  • Smithville Fiber does not actively monitor the status of a customer’s connection. It is the customer’s responsibility to report trouble with services to Smithville Technical Support at (866) 470-2583. Technical Support is available 24 hours a day, 7 days a week, with the exception of holidays.

Best Effort Restoration of Service

All Smithville Fiber services listed above under Best Effort Service Offerings follow the model of best effort restoration of service. In the event of a service disruption, it is the customer’s responsibility to contact Smithville Technical Support at (866) 470-2583 to report the problem. As Smithville Fiber does not actively monitor the status of a customer’s connection, we may not be aware that a problem exists. Once informed, Smithville Fiber will make a best effort attempt to restore service. Best effort restoration of service consists of:

  • Smithville Fiber will make a best effort attempt to restore service as quickly as is feasible.
  • Smithville Fiber does not guarantee a specific restoration timeframe.
  • Smithville Fiber is responsible for service delivery to our point of demarcation only. Demarcation points are typically external enclosures located outside the customer’s home or building (such as the Network Interface Device and/or Optical Network Termination).
  • Smithville Fiber will respond to customer premises trouble (trouble affecting a single customer) during normal business hours (Monday through Saturday, 8:00am to 5:00pm) only. Smithville Fiber does not offer after-hours repair service for residential or business customers.
  • Elective repairs of customer-owned wiring or equipment will be billable to the customer and scheduled at the sole discretion of Smithville Fiber management. Smithville Fiber may determine in its sole discretion whether repairs are necessary or elective.
  • Repairs will be conducted in accordance with the standards practiced by Smithville Fiber and the telecommunications industry. Smithville Fiber does not provide a guarantee that work performed will meet customer expectations.

Except for the express warranties stated above AND IN THE APPLICABLE TERMS BETWEEN Smithville fiber AND YOU (WHETHER POSTED ON SMITHVILLE FIBER’S WEBSITE OR IN THE APPLICABLE AGREEMENT BETWEEN YOU AND SMITHVILLE FIBER), Smithville Fiber and its affiliates expressly disclaim all warranties, either express, implied, statutory, or otherwise, and specifically disclaim all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement.