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Broadband Internet Service Level Agreement (SLA)

The Parties have executed this Broadband Internet Service Level Agreement (SLA) on the effective date as provided in the signed Proposal.

Whereas the Customer needs internet services from the Service Provider and the Service Provider is ready to provide its internet services to the Customer on the terms and conditions mentioned in the Master Service Agreement which is agreed and accepted by the Customer in full understanding. 

NOW, THEREFORE, the Service Provider is committed to providing a reliable, high-quality network to support its high-speed services. As part of this commitment, Service Provider is pleased to offer Customers the following guarantees. 

  1. Installation Guarantee
  2. Network Availability and Notification Guarantee
  3. Network Latency Guarantee
  4. Packet Delivery Guarantee

1.1. For each of the Services listed below, SERVICE PROVIDER guarantees connectivity for Customers will be installed within the corresponding timeframe, as measured from the date the order has been validated and entered into Service Provider’s Customer Relationship Management (CRM) Software by designated staff of the Service Provider. 

Installation Process Timeframe

  • Up to 6 Meter Pole Installation: Service Provider guarantees installation within three (3) to six (6) working days.
  • 10 Meter Mast Installation: Service Provider guarantees within fifteen (15) working days.
  • After Installation Monitoring: Service Provider will monitor the installation for a maximum duration of ten (10) days.

1.2 An order will not be validated unless and until a signed proposal and any other documentation specified by Service Provider, has been received from the Customer.

1.3 The Installation Guarantee for Service Provider’s co-location services does not apply to the third-party data centre.

1.4 Service Provider’s Installation Guarantee is subject to the following conditions:

a. Customer or its representative must cooperate with the Service Provider in the installation process, which includes providing accurate information and/or direction of the installation site.
b. Customer or its representative must be physically present at the time of installation and must provide access to the Service Provider Installation team.
c. This Installation Guarantee applies to the interval between the date of signing this SLA and the original Installation Guarantee date. If Customer requests a change to the original date during the implementation of Service, the Installation Guarantee date shall, at Service Provider’s sole discretion, begin again upon change acceptance.

2.1. Service Provider’s Radio Network is guaranteed for 99% availability and Fiber Network is guaranteed for 99.99%, as averaged over a calendar month.

2.2. If the Network Availability Guarantee is not met in a calendar month, the Customer will be entitled to a remedy in the form of a discount for that month.

3.1. For Dedicated Internet Package Customers only, the monthly average Network Latency the Service Provider guaranteed for packets carried over the Service Provider’s Network is 30 milliseconds or less and 130 milliseconds from the Customer’s network to Google’s domain name server (8.8.8.8).

3.2. If the Network Latency Guarantee is not met in a calendar month, the Customer will be entitled to a remedy in the form of a discount for that month.

4.1. For Dedicated Internet Package Customers only, the Service Provider’s Fiber Network has a Packet Loss no greater than 0.01% (or successful delivery of 99.99% of packets) between Backbone Hubs on the Customer’s Network to the Service Provider’s core internet.

4.2. For Dedicated Internet Package Customers only, the Service Provider’s Radio Network has a Packet Loss no greater than 1% (or successful delivery of 99% of packets) between Backbone Hubs on the Customer’s Network to the Service Provider’s core internet.

4.3. Service Provider monitors this aggregate packet loss on an ongoing basis and compiles the collected data into a monthly average packet loss measurement for the Service Provider Network.

4.4. After being notified by the Customer of Packet Loss in excess of 0.01% or 1%, Service Provider will use commercially reasonable efforts to determine the source of such excess packet loss and to correct such problem to the extent that the source of the problem is on the Service Provider Network.

4.5. If the Packet Loss guarantee is not met in a calendar month, the customer will be entitled to a remedy in the form of a discount for that month.

For the purpose of calculating Network/Service Availability, Network Latency and Packet Loss do not include downtime or non-conformance to committed SLAs, resulting in whole or part from one or more of the causes provided in Clause 5 of the Master Service Agreement.

Service Provider maintains a Customer Support Department. To be entitled to a discount and for better support, and fast incident resolution, the Customer needs to adhere to the reporting procedures as detailed here.

a. The Customer has to call up the Customer Support Department and report the incident/ complaint as faced by him or her.

b. The Customer shall provide all relevant details, including Unique Customer Code, Customer Account Number.

c. Tickets shall be closed by the Service Provider on a phone call to the Customer. In case of unavailability of the Customer, it will be communicated and recorded through an email to the customer and closed.

d. The Ticket number will be the reference database for the SLA claim process. It is reiterated that any such claim without a Ticket number will not be accepted by Service Provider for SLA Settlement.

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