Service Level Agreement (SLA)
SPTel IPVPN provides the promise of service quality through SLA commitment on Service/Site Availability commitment. Through these SLA commitments, users are offered quality and availability assurance required for their business and operational needs.
Service Delivery and Availability
The following table illustrates the Service Availability SLAs of the various IPVPN services.
| SLA | Standard IPVPN | Managed IPVPN | Cloud Connect |
|---|---|---|---|
| Service Delivery | By mutually agreed date | By mutually agreed date | By mutually agreed date |
Site / Port Availability |
Site Availability: 99.95% |
Site Availability: 99.95% |
Service Availability: 99.95% |
|
Site / Port Availability with Auto-backup Port (Not applicable for GPON access) |
Site Availability: 100% |
Site Availability: 100% |
NA |
The IPVPN Service is considered to be available as long as the connection is up at X% of the time where 'X' is calculated monthly based on the following formula:
X% = 1 - ( A / (30x24x60) )
where 'A' is the time in minutes, the service/equipment is not available or functioning. 'A' is based on the fault reports generated by SPTEL Case Management. The following are exceptions where non-availability of the service is not included in 'A':
- Restoration of the service where the sites require SPTel to erect overhead scaffolding or to obtain permission in order to reach the service location
- SPTel has chosen to withdraw the service in observation of product policies and has duly informed the Customer of the service withdrawal
- Scheduled maintenance, where SPTel has informed Customer in advance that service will be unavailable
- The service becomes unavailable due to inadequate utility provision by Customer (E.g. power outage at customer premise)
- The service becomes unavailable due to 3rd party incidence or other reasons not in SPTel's control. (E.g. contractor accidentally damages or unplugs equipment)
- For Cloud Connect service, the service shall be considered to be up as long as the cloud service is accessible by any one of SPTel Cloud Connect active service, and not restricted to the customers' own connectivity.
- Auto-backup port does not guarantee network performance on the new route and switch over time is not attributable to service downtime and shall not be applicable for Service Levels rebate. It will normalize to main port once the fault is resolved. The Auto Backup Port is a secondary service to the IPVPN Service.
Please refer to the full product specific terms & conditions for details.