Service Level Agreement
Inland Fiber Networks Service Level Agreement
Inland Fiber Networks is committed to delivering reliable, high-performance fiber internet services to our customers across the Palouse. This Service Level Agreement outlines our service availability goals and the standards customers can expect from IFN fiber internet services.
Network Availability
IFN strives to maintain 99.9% network availability across our fiber network infrastructure. Network availability is measured monthly and reflects the uptime of IFN core network infrastructure and fiber transport systems. This availability target excludes:
- Scheduled maintenance windows
- Customer-owned equipment failures
- Power outages outside IFN control
- Force majeure events (weather, natural disasters, etc.)
Latency
Our fiber network is designed to deliver low-latency connectivity suitable for modern applications , including cloud services, video conferencing, and real-time communications. Typical network latency within the IFN regional network is under 10 milliseconds , with latency to major upstream networks varying depending on destination.
Packet Loss
IFN targets packet loss below 0.1% across our core fiber infrastructure under normal operating conditions.
Network Monitoring
Our network infrastructure is continuously monitored to ensure performance and reliability. IFN engineers monitor the network for outages, fiber faults, and service degradation in order to respond quickly to service-impacting issues.
Support Response
IFN provides local technical support for service issues. Typical response targets include: Business customers:
Initial response within 1 hour during business hours Residential customers:
Support requests addressed as quickly as possible during normal support hours Critical network outages are addressed immediately by IFN network engineering staff.
Maintenance Windows
Occasionally IFN performs scheduled network maintenance to improve reliability or expand capacity. Whenever possible, customers will be notified in advance of scheduled maintenance that may affect service. Typical maintenance windows occur during overnight hours to minimize disruption.
Dedicated Internet Access (DIA) Service
Business customers utilizing Dedicated Internet Access (DIA) services receive enhanced service commitments and priority support. DIA services may include:
- Guaranteed bandwidth allocation
- Enhanced monitoring
- Service Level Agreement availability targets
- Priority fault response
- Static IP allocations
DIA bandwidth options are available up to 10 Gbps in Palouse, Garfield, Oakesdale, Colfax, and Pullman, Washington. Specific SLA commitments for DIA services may be outlined in individual service agreements.
Service Credits
IFN may provide service credits for qualifying outages exceeding SLA targets. Eligibility and credit amounts may vary depending on the service plan and contractual agreements. Customers experiencing service interruptions should contact IFN support to report the issue and receive assistance.
Local Support Commitment
Unlike national providers, Inland Fiber Networks offers local support from technicians who live and work in the communities we serve. Our goal is simple: keep the Palouse connected with reliable, high-performance fiber internet.
Contact Support
If you experience a service issue or need assistance, please contact IFN support: (509) 878-7001
Email: support@ifn.net