To be eligible for service credits or refunds under the Midwest SIP SLA, Customer must be in good standing with all Midwest SIP obligations.  To receive credits the customer must open a trouble ticket AND request credit.  Trouble ticket must be opened at www.midwestsip.com.  If  proper credit has not been given, please contact Midwest SIP Customer Support at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Such requests must be made within thirty (30) calendar days from the date when the relevant SLA goal was not met.  A credit will only be applied to the month in which the event giving rise to the credit occurred.  The total aggregate credits issued in one month will not exceed the equivalent of 100% of the relevant MRC of the affected service from Midwest SIP. 

SERVICE CREDIT EXCEPTIONS:

Service credits will not be issued where the SLA is not met as a result of:  (1) the failure or malfunction of equipment, applications or systems not owned or controlled by Midwest SIP; (2) acts or emissions of Customer, its employees, contractors or agents or its end users; (3) scheduled service maintenance, alteration, implementation, or upgrade; (4) Force Majeure Events; (5) the unavailability of required Customer personal, including as a result of failure to provide Midwest SIP with accurate, current contact information; (6) Customer’s failure to use Midwest SIP approved (defined in Midwest SIP network evaluation) connectivity and/or Customers failure to provide Midwest SIP with remote and/or on-site access to CPE upon request, including router logon IDs and passwords; (7) Customer’s failure to release the Service for testing or repair and continuing to use the Service on an impaired basis; (8) Midwest SIP’s termination of Service for Cause or Customer’s use of Service in an unauthorized or unlawful manner; or (9) improper or inaccurate network specifications provided by Customer.

Please call (616) 723-0100 if you have further questions.