The reseller support 12 hour SLA guarantee ('the SLA') is a legally binding agreement between MVNOU's Private Label Telecom resellers and Hawkins Enterprise Group LLC ('MVNOU'). The SLA was put in place by MVNOU in November 2012 to serve as a commitment from MVNOU to it's resellers in regards to MVNOU's technical support departments response time to support request opened by the reseller, specifically support request opened from within the TeleKloud back-office and linked to a specific subscribers order and customer account.
Reseller is entitled to a credit equal to one day of the order in questions monthly service fee (and month service fee only) for each support ticket opened in the manner described in the preface that is not answered within 12 hours.
You are not entitled to a credit if you are in breach of your wholesale services agreement with MVNOU (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if a response would have occurred but for your breach of your agreement with MVNOU, acts of God (such as power outages and internet connectivity outages at MVNOU facilities) or your misuse of the Services. You are not entitled to a credit for non-answered tickets resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control. To receive a credit reseller must request such credit via their TeleKloud back-office within thirty (30) days following the opening of the support ticket. You must show how MVNOU's failure to answer your ticket adversely affected your business in some way to be eligible for the credit. Not with standing anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed $10 per service order.
This service level agreement is part of your wholesale services agreement with MVNOU.