Service Level Commitments

The following defines the service level commitments of StarStar Mobile for the StarStar Mobile Service provided to its Customers under the Service Agreement between StarStar Mobile and each Customer.

1. Definitions

The following defined terms apply to these Service Level Commitments.

“Availability” means the percentage resulting from: [1 – (Down Time / Total Time)] x 100. Availability percentages shall be expressed to two decimal points with the second decimal place rounded up or down to the nearest one-hundredth of a percentage point.

“Down Time” means the number of minutes the StarStar Mobile Service is not Operational during a calendar month due to an Incident, excluding any time during Scheduled Maintenance and excluding any time during a Service Suspension.

“Incident” means any problem with the StarStar Mobile Service within the StarStar Mobile Span of Control causing the StarStar Mobile Service not to be Operational, except if due to Scheduled Maintenance.

“Operational” means the StarStar Mobile Service is (i) functional and available for use by subscribers of wireless carriers participating in the StarStar Mobile Service, in full accordance with all applicable documentation and specifications, and (ii) not experiencing any subscriber-impacting errors, defects, or service-limiting issues.

“Scheduled Maintenance” means weekly routine updating of systems that may or may not result in the StarStar Mobile Service not being Operational.

“Emergency Maintenance” means maintenance that occurs when the StarStar Mobile Service is not Operational for reasons other than Scheduled Maintenance.

“Service Suspension” means suspension of the StarStar Mobile Service due to (a) power outages, earthquake, flood, fire, storm, natural disaster, act of God, war, terrorism, armed conflict, labor strike, lockout, boycott, or other events beyond StarStar Mobile’s reasonable control; (b) suspension of availability of the networks of participating carriers or of the StarStar Mobile Service; (c) denial of service attack or other similar event that StarStar Mobile determines, in its sole discretion, may create a risk to the StarStar Mobile Service or to any of its Customers if the StarStar Mobile Service was not suspended; (d) StarStar Mobile’s determination that any part of the StarStar Mobile Service is prohibited by law or StarStar Mobile otherwise determines that it is necessary or prudent to suspend the StarStar Mobile Service for legal or regulatory reasons; or (e) any other reasons not within the StarStar Mobile Span of Control.

“Total Time” means the total number of minutes in a given calendar month.

“StarStar Mobile Span of Control” means all hardware and software deployed by StarStar Mobile to implement the StarStar Mobile Service up to the point of connecting to transport providers used for SS7 or IP network interconnect between StarStar Mobile and the participating carriers or between StarStar Mobile and third parties providing content for any StarStar Mobile Designated Number. The point of demarcation between the participating carriers’ networks and the StarStar Mobile Service is the meet point between the participating carriers’ transmission facility connections at the smart jack or equivalent network termination facilities.

2. Performance Requirements

2.1 Availability Performance Requirement. StarStar Mobile will use commercially reasonable efforts to ensure that the StarStar Mobile Service maintains an Availability of 99.90%.

3. Monitoring and Notifications

3.1 Service Monitoring. StarStar Mobile will monitor the StarStar Mobile Service and the StarStar Mobile Span of Control 24 hours per day, 7 days per week, and 365 days per year using both an automated monitoring system and a 24/7 Network Operations Center (NOC). StarStar Mobile will provide its Customers with the results of this monitoring by email upon Customer’s reasonable request.

3.2 Performance Notifications. If the Availability performance requirement in Section 2.1 is not met in any calendar month, StarStar Mobile will promptly notify each affected Customer by email and will provide each Customer with the actual Availability level achieved for that month.

3.3 Scheduled Maintenance. StarStar Mobile performs all Scheduled Maintenance on Wednesday mornings between 12:00 AM and 5:00 AM Pacific Time. StarStar Mobile will provide reasonable advance notice to Customer prior to any non-emergency maintenance that is anticipated to result in the StarStar Mobile Service not being Operational.

3.4 Emergency Maintenance. StarStar Mobile will notify each Customer by email as soon as reasonably possible under the circumstances of any Emergency Maintenance. StarStar Mobile will notify each Customer by email regarding the timing for returning the StarStar Mobile Service to Operational status following Emergency Maintenance.

3.5 Subscriber Experience During Maintenance. During Scheduled Maintenance or Emergency Maintenance resulting in the StarStar Mobile Service not being Operational, subscribers dialing a StarStar Mobile Designated Number will receive their participating carrier’s standard call-cannot-be-completed message.

4. Incident Response

4.1 Acknowledgment. StarStar Mobile will acknowledge all reported Incidents within four (4) hours of initial notification by Customer. Acknowledgment will be provided by email to the Customer contact on record.

4.2 Resolution Efforts. StarStar Mobile will use commercially reasonable efforts to resolve all Incidents as promptly as practicable. Resolution times will vary depending on the nature and complexity of the Incident and whether the Incident is within the StarStar Mobile Span of Control.

4.3 Communication During Active Incidents. For Incidents that result in the StarStar Mobile Service not being Operational, StarStar Mobile will provide Customer with status updates by email at reasonable intervals until the Incident is resolved. StarStar Mobile will notify Customer by email when the Incident has been resolved and the StarStar Mobile Service has been restored to Operational status.

4.4 Incidents Outside StarStar Mobile Span of Control. For Incidents caused by factors outside the StarStar Mobile Span of Control, including without limitation participating carrier network issues, StarStar Mobile will use commercially reasonable efforts to coordinate with the relevant third party to facilitate resolution and will keep Customer informed of progress to the extent information is available.

5. Exclusions

5.1 The Availability performance requirement in Section 2.1 does not apply to, and Down Time shall not be deemed to have occurred as a result of, any unavailability caused by:

  1. factors outside of StarStar Mobile’s reasonable control, including without limitation any Service Suspension, force majeure events, participating carrier network problems, or Internet access or related problems occurring beyond the StarStar Mobile Span of Control;
  2. any action or inaction of Customer or any third party other than StarStar Mobile’s agents or subcontractors;
  3. Customer’s equipment, software, applications, or other technology, or third-party equipment or technology not within StarStar Mobile’s direct control;
  4. Scheduled Maintenance as described in Section 3.3;
  5. Emergency Maintenance as described in Section 3.4; or
  6. any period of unavailability of less than five (5) consecutive minutes in duration.

5.2 Down Time will not be counted for any StarStar Mobile Service component that is not included in Customer’s active service configuration as specified in the Service Order. For example, if Customer’s configuration does not include text messaging, unavailability of the text messaging component will not constitute Down Time for that Customer.

6. Updates

StarStar Mobile may update these Service Level Commitments from time to time at its discretion. The current version is available at www.starstarmobile.com/service-level-commitments.

For all support questions, email NOC@starstarmobile.com or call (954) 998-4830.

Last Updated May 22, 2026