Leased Line Services
FidoNet operate a 100% Network Uptime Guarantee on our physical backbone. This extends to the edges of our physical network.
Where service is supplied using a partner or 3rd party network (such as Virgin, BT, Talk Talk, COLT, etc) then the partner’s SLA terms take priority for the sections of fabric over which service is provided.
At FidoNet we strive to provide the highest levels of service and uptimes, and only partner with providers who have demonstrated best in industry availability and service levels.
FidoNet will monitor the Connectivity Services’ performance 24 hours per day on a 24 x 7 x 365 basis. In the event of a fault occurring, the Partner will be alerted and an incident ticket will be raised by FidoNet. When it is the Partner who first detects the fault, it must be reported, by telephone or email to FidoNet’s Customer Support Centre. Additional information regarding how to contact FidoNet’s Customer Support Centre and fault reporting can be found in the “Customer Support Handbook”, a copy of which is available upon request from FidoNet. The table below shows FidoNet’s Customer Support Centre Target Response Times and Target Fix Times for Connectivity Services:
|
Priority Level |
Description |
Target Response Time / Target Troubleshoot Time |
Target Fix Time (*) |
|
Critical |
Total loss of service |
30 minutes to respond |
5 Hours to resolve |
|
1 Hour to troubleshoot |
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|
High |
Partial loss of service |
30 minutes to respond |
10 Hours to resolve |
|
1 Hour to troubleshoot |
|||
|
Normal |
Intermittent loss of service |
1 Hour to respond |
48 Hours to resolve |
|
1 Hour to troubleshoot |
|||
|
Low |
Information/Change request (No impact to the Partner / End User) |
4 Hours to respond |
48 Hours to resolve |
|
1 Hour to troubleshoot |
(*)These Target Times don’t apply to Smart Wires services based on Broadband access mechanisms. For Broadband access mechanisms, FidoNet will use reasonable endeavours to resolve faults as soon as reasonably possible.
Time to Respond covers the time for the assigned engineer to contact the Partner to acknowledge the fault report and to indicate to the Partner the likely timescales for dealing with the fault. Time to Troubleshoot covers the time period after the Time to Respond in which the likely cause(s) of the fault are ascertained. Target Fix Time covers the period after the fault has been acknowledged during which a temporary or permanent fix is put in place.
FidoNet will use reasonable endeavours to meet the above Target Response and Target Fix Times, but these do not form part of FidoNet’s service level agreements. Service level agreements are based upon availability, not response/fix times.
Emergency Works
FidoNet reserves the right to carry out emergency works at anytime, without notice. This is required in order to be able to resolve critical service problems and maintain service levels to all our customers. When relevant, additional service specific support and maintenance information may be found in each Schedule.
Service Credits
Service Availability
The Service Availability definition and the Target Availability Service Level for each type of Connectivity Service are provided in the Service Level Agreement in each Schedule attached to this Service Document.
Availability is calculated on a calendar monthly basis using a 730 hour month and the following formula:
P = ( ( 730 Hours – A) / 730 Hours ) x 100
Where P = Percentage availability. A = Sum of all events of unavailable service in that month measured in hours.
Non-availability is measured from the time an incident ticket is raised by the Partner with FidoNet to the time the service is restored and the incident ticket is cleared by FidoNet.
SLA Service Credits

The End-to-End SLA will use the Smart Wires Service Credit Table set out in Schedule A -Section 2.4.3, but the Service Credit will be calculated as a percentage of the Monthly Charge for all the affected services delivered over the unavailable Smart Wires service. The Monthly Charge is the Annual Charge divided by twelve (12).
Network Latency Guarantees
North American Network Latency Guarantee Scope: FIDONET’s North American Network Latency Guarantee is average round-trip transmissions of 55 milliseconds or less between FIDONET-designated inter-regional transit backbone network routers (“Hub Routers”) in North America.
European Network Latency Guarantee Scope: FIDONET’s European Network Latency Guarantee is average round-trip transmissions of 55 milliseconds or less between FIDONET-designated Hub Routers within Europe.
Transatlantic Network Latency Guarantee Scope: FIDONET’s Transatlantic Network Latency Guarantee is average round-trip transmissions of 95 milliseconds or less between a FIDONET-designated Hub Router in the New York metropolitan area and a FIDONET-designated Hub Router in the London metropolitan area.
Network Latency Guarantee Process: Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month’s Network performance statistics relating to the Network Latency Guarantees shall be posted in the FIDONET Stats Centre No credits will be made if failure to meet a Network Latency Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Network Latency Guarantee Remedy: If FIDONET fails to meet any Network Latency Guarantee in any calendar month, Customer’s account shall be automatically credited for that month for the pro-rated charges for one day of the FIDONET Monthly Fee for the service with respect to which a Network Latency Guarantee has not been met.
Network Packet Delivery Guarantee
North American Network Packet Delivery Scope: FIDONET’s North American Network Packet Delivery Guarantee is packet delivery of 99% or greater between FIDONET-designated Hub Routers in North America.
European Network Packet Delivery Scope: FIDONET’s European Network Packet Delivery Guarantee is packet delivery of 99% or greater between FIDONET-designated Hub Routers within Europe.
Transatlantic Network Packet Delivery Scope: FIDONET’s Transatlantic Network Packet Delivery Guarantee is packet delivery of 99% or greater between a FIDONET-designated Hub Router in the New York metropolitan area and a FIDONET-designated Hub Router in the London metropolitan area.
Packet Delivery Guarantee Process: Packet Delivery shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month’s Network performance statistics relating to the Network Packet Delivery Guarantee shall be posted in the FIDONET Stats Centre. No credits will be made if failure to meet a Network Packet Delivery Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Network Packet Delivery Guarantee Remedy: If FIDONET fails to meet any Network Packet Delivery Guarantee in a calendar month, Customer’s account shall be automatically credited for that month for the pro-rated charges for one day of the FIDONET Monthly Fee for the service with respect to which a Network Packet Delivery Guarantee has not been met.
Denial of Service Response Time SLA FIDONET will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with FIDONET Customer Support. To open a trouble ticket for Denial of Service, Customer must call FIDONET at 0845 004 3050 (Option 3) and state: “I am under a Denial of Service Attack.” A complete trouble ticket consists of Customer’s Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address and Possible Destination IP address/Type of Attack.
Denial of Service Response Time SLA Remedy If FIDONET fails to meet the Denial of Service Response SLA, Customer’s account will be credited, at Customer’s request, the pro-rated charges for one day of the FIDONET Monthly Fee for the affected Service. Customer may obtain no more than one credit per day, regardless of the number of Denial of Service SLA non-compliances during the day. FIDONET defines a Denial of Service attack as more than 95% bandwidth utilization. FIDONET shall use trouble tickets and other appropriate FIDONET records to determine, in its sole judgment, SLA compliance. Customer must notify FIDONET no later than 30 days after the Denial of Service attack(s) occurred. To request a credit for Hosting Services, Customer must contact accounts and include the Security Operations Center ticket number related to the request. This SLA is only available in the United Kingdom.
FidoNet shall have no liability for any failure to meet the Target Availability Service Levels percentage due to, or as a result of, any of the following reasons:
- Any Force Majeure Event.
- Suspension of service in accordance with the General Terms or the Additional Terms in Section 7 of
- this Service Document.
- Partner and/or End User default or delay, or any negligent, wilful or reckless act, fault or omission by
- the Partner and/or the End User, or any of their representatives, employees, agents or sub-
- contractors.
- Partner or End User-provided or supported equipment.
- Access issues and delays along the route of the Services or at the End User Sites.
How to claim
All Service Credit claims must be submitted for consideration to sla@FidoNet.com within thirty (30) calendar days of the end of the calendar month in which the failure to meet the Target Availability Service Level has occurred. Any Service Credit claims not raised by the Partner within thirty (30) calendar days of the end of a month shall be considered irrevocably waived by the Partner. If the Parties, acting reasonably, agree that Service Credits claimed are rightly due, Service Credits shall be calculated in accordance with the tables provided in the “Service Credit” parts of the relevant Schedules and this section (such Service Credits being a genuine pre-estimate of loss and not a penalty).
In the event of a valid claim, a Service Credit calculated in accordance with this Service Document shall be applied to the Partner’s account to be offset against future invoices. Partners are not entitled to make a double claim under the Contract. Service Credits shall be the Partner’s sole and exclusive remedy with respect to any failure to meet the Target Availability Service Level.