Service Level Agreement (SLA)

1. Support Hours

• Critical incident support: 24/7 via our NOC for customers on managed or SLA-backed services.
• Business support (non-critical): business hours, Monday to Friday, with after-hours escalation for High priority.
• Self-service: support tickets and the customer portal are available around the clock.

2. Response Times

• Critical (service down): acknowledgement within 15 minutes, 24/7.
• High (severe degradation): response within 1 hour during business hours.
• Medium (minor degradation): response within 4 business hours.
• Low (general enquiry): response within 8 business hours.
• Response times are targets; committed guarantees are defined in your contract.

3. Escalation Process

• Tickets unresolved at their priority level may be escalated via the customer portal or by request.
• Critical incidents are escalated through NOC L1 → L2 → L3 tiers automatically.
• Provider-side faults are escalated to the relevant FNO or carrier and tracked by our team.

4. Planned Maintenance

We give reasonable notice of planned maintenance via email or the customer portal and schedule it outside business hours where possible. Emergency maintenance may be performed without prior notice to restore service.

5. Customer Responsibilities

• Provide accurate contact details for notifications.
• Ensure site access, power, and cooperation for testing and remediation.
• Notify us promptly of suspected faults.
• Maintain internal network and equipment unless covered by a managed service.

6. Exclusions

SLA commitments do not apply where a fault is caused by customer equipment, internal cabling, power loss (including load shedding), third-party carrier or FNO failure, customer misconfiguration, or force majeure events such as cable theft or vandalism. See our Terms for force majeure detail.

7. Service Credits

Where a committed SLA is breached and the cause is within our control, you may be entitled to a service credit as defined in your contract. Credits are calculated against the affected service's monthly fee and claimed by written request within the period stated in your contract.

8. Monitoring & Reporting

For managed services, we monitor devices and services from our NOC and provide status and incident information through the customer portal. Internal infrastructure monitoring is not exposed publicly.

9. Limitations

This public summary does not create a standalone contractual SLA. Binding SLA commitments are those set out in your signed service contract.