Schedule F — Service Levels. Last revised: August 25, 2026.

1. What this Schedule covers

This Schedule applies to every Internet access Service we provide, whatever the access technology — fibre, cable, DSL or fixed wireless — and to the availability of voice Services that depend on one. The service level is the same across all of them. Where a Service rides an underlying carrier's facilities, section 3 governs the part of a fault that sits with that carrier.

This Schedule does not apply to Services provided without charge, to Services during a trial or pilot period, or to any Service the Order Form expressly states is provided on a best-efforts basis.

2. Service levels and objectives

Availability is measured per calendar month as the proportion of time the Service is capable of carrying traffic between our demarcation point at your Premises and our network. An outage means a customer-reported loss of Internet access, measured from the time you report it to us to the time the Service is restored.

Latency is the round-trip time from our demarcation point at your Premises to the Internet, averaged over one calendar month. Packet loss is measured over the same path and averaged over the same period.

Mean time to respond is the average time between your report of a fault and our first substantive response to it. Mean time to repair is the average time between your report and restoration of the Service, for faults occurring within our equipment or at our facilities.

3. Where a third party is in the path

Where diagnosis or repair depends on an underlying carrier or other third party — including a wholesale access provider, a building owner, or a utility — the response and repair times of that third party govern from the point at which we have properly reported the fault to them. We will report promptly, pursue the third party diligently, and keep you informed. Outages arising beyond our network are not eligible for a service credit.

4. Exclusions

The following are excluded from the availability calculation and from service credits:

• scheduled maintenance, and emergency maintenance where we have given such notice as is reasonable in the circumstances;
• any outage caused by you, by anyone using the Service through you, or by your equipment, internal wiring, power or configuration;
• any outage arising beyond our network, including on the facilities of an underlying carrier or on the public Internet;
• suspension or restriction of the Service under the applicable agreement, including for non-payment or breach;
• an event of force majeure — a direct, violent or sudden act of nature, or other event beyond our reasonable control, that could not have been foreseen or prevented;
• any period during which you have not given us access to the Premises, or to any building main telephone room, riser, roof or equipment area, that we reasonably require to diagnose or repair the fault.

5. Service credits

Where we fail to meet the minimum connection availability guarantee in a calendar month, you may claim a service credit:

• an outage of less than 24 hours — no credit;
• an outage of 24 hours or more — a credit of 5% of the Monthly Recurring Charge for the affected Service.

Credits are claimed by writing to billing@incentre.com within thirty (30) days of the end of the month in which the outage occurred. A credit is applied against a future invoice and is not payable in cash. Credits for a single month are capped in total at one hundred percent (100%) of one month's Monthly Recurring Charge for the affected Service.

Service credits are your sole and exclusive remedy, and our entire liability, for a failure to meet a service level in this Schedule. This section does not limit your right to terminate for our uncured material breach under the applicable agreement.

6. Maintenance

We maintain our network, and some maintenance requires an interruption. We aim to carry out planned maintenance outside business hours and to give at least seventy-two (72) hours notice of work expected to interrupt your Service. Emergency maintenance to protect the integrity or security of the network may be carried out with such notice as is reasonable in the circumstances, including none.

7. Repairs not covered

Repair or maintenance work that is not our responsibility under this Schedule — including work arising from your equipment, your internal wiring, or a fault we find not to be in our network — is charged at our then-current rate, presently one hundred and twenty-five dollars ($125) per hour with a minimum of one half-hour, travel time included. Where the fault is in hardware or software we supplied, or arises from our acts or omissions, the work is carried out at no charge to you.

8. Reporting a fault

Report faults to support@incentre.com or 780-450-6787. The response and repair clocks in section 2 start when we receive your report. Please give us a contact who can authorise access to the Premises and who can be reached while the fault is being worked.