This Service Level Agreement accompanies the Master Service Agreement and your signed proposal, and commits Teledata to four measurable guarantees: installation time, availability, latency and packet delivery.
Installation
Standard installations — a pole of up to 6 metres — are completed within 3–6 working days of order validation. Installations requiring a 10-metre mast are completed within 15 working days. After installation, the new service is monitored for up to 10 days. The clock starts at order validation: the day we receive your signed proposal.
Availability
We guarantee 99.99% availability on the fiber network and 99% on the radio network, averaged over a calendar month. If we miss the guarantee, you are entitled to a discount on that month's service:
| Availability | Reduction in monthly rate |
|---|---|
| <40% | No payment |
| 40–60% | 50% |
| 60–80% | 30% |
| 80–98% | 10% |
Latency (Dedicated Internet customers)
For Dedicated Internet customers, monthly average latency does not exceed 30 ms across Teledata's network, and 130 ms from the customer network to Google DNS (8.8.8.8).
Packet delivery (Dedicated Internet customers)
Packet loss is no greater than 0.01% on fiber and 1% on radio, measured between our backbone hubs and the core internet, monitored continuously and averaged monthly.
Making a claim
Report the fault by phone to Customer Support, with your customer code and account number to hand. The ticket number you receive is the reference for any SLA claim — no ticket, no claim.
Exclusions
Downtime from the causes listed in Clause 5 of the Master Service Agreement does not count toward these measures.