SERVICE DESCRIPTION
The Internet Service provides an Internet connection at designated speeds into the Empire Access IP Network. Empire Access uses Partners (Tier 1 Providers) to terminate Internet traffic. The selected type of Service, pricing and length of Initial Term are set forth on the Service Contract for the Service.
SERVICE LEVEL AGREEMENTS
Network Service Availability
Empire Access is committed to providing 99.99% Service Availability, defined as a network connection that is connected and exchanging IP packets with the Empire Access network and the internet.
Service non-Availability must be reported by the customer by opening a trouble ticket and the start of the Service non-Availability starts when the trouble ticket is opened. Should Empire Access not provide 99.99% Service Availability for a given month, the customer is entitled to a credit against monthly recurring charges (MRC) as stated in the Service Contract based upon the following:
LENGTH OF SERVICE NON-AVAILABILTITY & CREDIT
120 minutes to 240 minutes: Credit of 10% of MRC
240 minutes to 480 minutes: Credit of 20% of MRC
480 minutes to 960 minutes: Credit of 30% of MRC
960 minutes to 1,920 minutes: Credit of 40% of MRC
Over 1,920 minutes: Credit of 50% of MRC
LATENCY
The standard for latency on the Empire Access Network is less than 60 ms in North America and less than 160 ms elsewhere throughout the world. Latency is measured between access and egress ports on the Empire Access IP Network and our Partner’s Network egress point. Latency is measured using only Empire Access’s network management system, which is the conclusive measurement for this performance standard.
If the actual average monthly roundtrip latency of the Service exceeds the parameters above, Empire Access shall credit Customer ten percent (10%) of the applicable MRC for Fixed Bandwidth or Committed Bandwidth for the applicable month for all affected Customer ports.
Packet Delivery
Empire Access guarantees average (in a calendar month) packet delivery of greater than or equal to 99.9% for Empire Access’s and our Partner’s Network. “Packet Delivery” is defined as the successful delivery of packets between Empire Access IP Network and Partner’s network.
If the actual monthly average packet delivery on the Empire Access IP Network fails to meet the applicable parameter above, Empire Access will credit Customer 10% of the applicable MRC for Fixed Bandwidth or Committed Bandwidth for the applicable month for all affected Customer ports. If, at any time, the Service experiences packet delivery below 95% in North America or 92% globally, for a sustained period of four hours or more, the period for which such reduced packet delivery is experienced shall be considered a period of Service non-Availability entitling Customer to the applicable credit provided for in the Section below titled “Network Service Availability.”
Chronic Outages
If an individual circuit experiences either: (i) a single period of Service Non-Availability in excess of twenty- four hours in any calendar month, (ii) three or more periods of Service Non-Availability of four hours or longer over the course of a rolling six month period, or (iii) five separate periods of Service Non-Availability (of any duration) within a calendar month, Customer may terminate the services without penalty provided that written notice of termination is provided to Empire Access within ninety days of the event giving rise to the termination right under this Section (that is, Internet access routers) on the Empire Access IP Network.
EXCLUSIONS
SLA credits:
If an incident affects the performance of a Service resulting in multiple SLA violations, only the single highest credit applying in respect of that incident will be applied.
SLA credits are applied only upon Customer written request, which must be submitted within thirty (30) calendar days of the end of the month in which entitlement of an SLA credit arose.
In no event will SLA credits in any calendar month exceed 100% of the total MRC payable by Customer for the Service in that month.
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Our Customer Support Center is open and available 24 hours a day / 7 days a week
800-338-3300
All new customers receive 3 months of the Disney+, Hulu, and ESPN Unlimited Regular Bundle!
Limited-Time Offer!
Offer Eligibility: Orders must be placed between November 7–26, 2025, and service must be installed by December 20, 2025. The Disney+, Hulu, ESPN Unlimited Streaming Bundle will be sent to the customer once service is ordered and an install date is scheduled. Empire Access will cover the monthly charge of the Disney+, Hulu, ESPN Unlimited Streaming Bundle (a $29.99/mo. value) for the first three months. If a customer disconnects service during the promotion, downgrades their plan, or is past due, the promotion will be cancelled, and the customer will be responsible for the streaming service’s monthly charge. After the three-month promotion, the customer is responsible for the charge of the Disney+, Hulu, ESPN Unlimited Streaming Bundle.
Offer applies only to new residential, serviceable online orders. Previous orders and pending installations are not eligible.
Redemption Process: After scheduling your installation, customers will receive an email with instructions on how to redeem their reward.
Additional Terms: This offer is non-transferable, has no cash value, and cannot be combined with other promotions unless explicitly stated. Empire Access reserves the right to modify or terminate this promotion at any time. Misuse or abuse of the offer may result in immediate termination and forfeiture of any remaining value.
By participating in this promotion, customers agree to these terms and conditions.
This is the plan for those who demand the best and won’t compromise on speed. The Elite plan delivers our most powerful connection, designed for the most demanding online activities. This is your no-lag, no-buffer experience for competitive gaming, large file uploads, and streaming high-quality video across multiple screens. It’s the ultimate performance that gives you a seamless, flawless connection, every time.
The elite plan is ideal for power users, streamers, or professionals who need the fastest possible speeds.
When life gets busy, your internet shouldn’t slow down. This plan is built for the connected household where multiple devices are running at once. Whether it’s remote work, homework, online gaming, or streaming in 4K, this plan provides the balance of speed and performance you need to keep everyone in the family connected and happy, all at the same time. It’s the peace of mind that comes from knowing your connection can handle whatever life throws at it.
The enhanced plan is ideal for homes with multiple users and devices.
This is our most straightforward plan, designed for the quiet moments and simple needs of one or two people. It’s the perfect foundation for staying connected without overpaying. We focus on providing a reliable, no-frills connection for everything from checking email and browsing the web to streaming your favorite shows in standard definition. It’s internet that just works, providing the reliability you need at a price you’ll love.
The essential plan is ideal for individuals or couples who are not heavy streamers or gamers.
We determined this based on the information you provided about your average daily internet usage.
Ready to move to high-speed fiber internet? We’d love to have you join us. To get started, click on the Check Availability button.
Receive a $200 MyBundle Streaming Choice Card when you sign up online for one of our fiber internet plans.
Limited-Time Offer!
Offer Eligibility: New Empire Access customers who sign up for residential internet service between July 24, 2025, and August 15, 2025, at midnight Eastern Time are eligible to receive a one-time $200 Streaming Choice Card. You must place your fiber internet order online to qualify. Customer can participate in only one promo at a time.
Redemption Process: After maintaining 60 days of active service following installation, and so long as the account remains in good standing, customers will receive an email from MyBundle with instructions on how to redeem their one-time $200 Streaming Choice Card. Customers must complete the redemption within 90 days of receiving the email, or the offer will expire.
Streaming Choice Card Issuance: The Streaming Choice Card will be provided as a one-time $200 virtual card that can be used toward streaming services, including new or existing subscriptions.
Usage Guidelines: The $200 Streaming Choice Card must be used within 12 months of issuance, or any remaining balance will be forfeited.
Service Changes: If a customer cancels Empire Access service or their account is not in good standing before the bonus card is issued, they will forfeit eligibility for the offer.
Additional Terms: This offer is non-transferable, has no cash value, and cannot be combined with other promotions unless explicitly stated. Empire Access and MyBundle reserve the right to modify or terminate this promotion at any time. Misuse or abuse of the offer may result in immediate termination and forfeiture of any remaining value.
By participating in this promotion, customers agree to these terms and conditions.
