WCL will monitor and maintain its network up-time to be not less than 99.97 percent
(applicable to Skymarket's network only, ie. not Telehouse, Telecommunications suppliers
or international carriers beyond WCL's direct control.
In these circumstances, WCL will use their best efforts to restore service without
delay). Any day with a notified outage exceeding 60 minutes (excluding notified scheduled
downtime for network maintenance) will be credited to the Customer.
WCL will respond to outage reports within two working hours or four hours outside
working hours. Target repair time is four working hours or eight non-working hours. If WCL
is unable to cure any problem in our direct control within the target time we will credit
10% of the monthly fees.
If WCL is unable to cure any problem that is attributable to a third party, we will
consider this to be our problem but make refunds only to the level that we have
been able to obtain from the third party that has failed to cure the problem in
our target repair time.