CBRS Service Level Agreement

TL;DR

We aim for 100% uptime — the service should always be there when you need it.
If the service is completely down for 15 continuous minutes or more because of us, you get that full day free for each affected radio.
We'll usually detect outages ourselves and automatically credit your invoice.
Total credits in any month will never exceed your monthly fee.

This Service Level Agreement (SLA) explains how we handle reliability for our CBRS Spectrum Access System (SAS) and Environmental Sensing Capability (ESC) services. It works together with our main Terms of Service and CBRS Terms of Service. By using these services, you agree to this SLA.

Our Promise to You
We aim for 100% uptime — we want the service to be available whenever you need it. Sometimes things happen that are out of our control, and we may fall short. This SLA is our commitment to you: if the service goes down because of us, we'll make it right with a credit.

What Counts as an "Outage"
An outage is any continuous period of 15 minutes or longer when the service is completely unavailable (you cannot get a response to valid requests for spectrum assignments or sensing data).

Very short interruptions (less than 15 minutes) do not count.
Slow responses or single failed requests do not count as an outage.

Daily Credit if There's an Outage
If we confirm an outage, you get a full credit for that calendar day (midnight to midnight UTC) — but only for the radios actually affected.

For example, if you have 1,000 radios registered but only 10 could not get service during the outage, the credit applies to those 10 radios only.
We calculate the daily credit per radio by taking the monthly fee for that radio, multiplying by 12 to get the annual amount, and then dividing by 365.25 (the average number of days in a year, including leap years).
For annual plans, we use the same pro-rata daily amount per radio.
If your plan has no monthly fee, the service is provided on a "best effort" basis — no SLA credits apply.
Multiple outages on the same day still mean only one daily credit per affected radio.
Total credits in any month will not exceed your monthly fee for that month. We will never owe you money beyond what you paid us.

How Credits Are Applied
We actively monitor our services around the clock. If we detect an outage, we'll automatically apply the credit to your invoice for the month in which the outage occurred.

If you believe we've missed something or you experienced an outage we didn't catch, just email support@keybridgewireless.com within 30 days after the day of the issue. Tell us the date and roughly when you noticed the problem. We'll check our logs and add the credit to that same month's invoice (or the next one if the invoice has already been sent).

Credits are the only remedy we offer for outages.

Planned Maintenance
We sometimes need to take the service offline for updates or repairs.

We'll try to give you at least 48 hours' notice.
We schedule it during quieter times when possible.
Planned maintenance does not count as an outage.

What This SLA Does Not Cover
You won't get credits for problems caused by:

Your equipment, network, or software.
Internet issues outside our control.
Actions required by the FCC or other regulators (including giving priority to federal users like radar).
Events we can't control, such as natural disasters or cyberattacks.
Your violation of our terms or FCC rules.

How We Track Performance
We use our own tools to monitor the service. You can ask for a report anytime by emailing support@keybridgewireless.com.

Changes to This SLA
We may update this SLA with notice (usually posted on our site). If you keep using the service after a change, you accept it.

Questions?
Contact us at support@keybridgewireless.com for operational questions or info@keybridgewireless.com for general inquiries.

Notice

Document history