Service Level Agreement

1. Uptime Commitment

Yeti Internet commits to 99.5% monthly uptime — no more than approximately 3 hours 39 minutes of unplanned downtime per calendar month. Measured at the customer premises equipment (CPE) handoff point.

2. Service Credits

When Yeti fails to meet the 99.5% uptime commitment due to reasons within our control:

• 4–12 hours outage: 1 day credit (1/30 of monthly rate)
• 12–24 hours outage: 3 days credit
• 24+ hours outage: 7 days credit

Credits apply to the next billing cycle. Credits are not redeemable for cash and do not accumulate beyond the full monthly rate.

3. How to Request a Credit

Call 855-GET-YETI or email hello@yetiinternet.com within 30 days of the outage. For network-level outages affecting multiple customers, we apply credits automatically.

4. Exclusions

• Scheduled maintenance (48 hours advance notice, typically 2–6am PT)
• Force majeure: wildfires, earthquakes, power grid failures, severe weather
• Customer equipment failures or Wi-Fi issues
• Third-party internet services beyond Yeti's network
• Customer-caused issues (non-payment, AUP violations)

5. Response Time Targets

Issue	Target Response	Target Resolution
Complete outage	2 hours	8 hours (business hours)
Significant speed degradation	4 hours	Next business day
General support inquiry	Same business day	3 business days

6. Measurement

Uptime is monitored continuously at 5-minute intervals across tower nodes. An outage is recorded when a node is unreachable for 10+ consecutive minutes.

7. Contact

SLA questions: hello@yetiinternet.com or 855-GET-YETI.