Service Level Agreement (SLA)

SPTel Internet Service provides the promise of service quality through SLA commitment on Service Delivery and Availability commitment. Through these SLA commitments, users are offered quality and availability assurance required for their business and operational needs.

Service Delivery and Availability

Table 2:  Service Availability Service Level Agreement

The Internet 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 Dual Homing service, it will be based on [1+1] circuit availability and not on per circuit basis.

Please refer to the full product specific terms & conditions for details.