CTX Service Level Agreement
We guarantee 99.99% network availability, equating to a maximum monthly downtime of 4 minutes.
For every additional 12 minutes of downtime beyond this threshold, we provide a day of service credit, with a maximum credit cap of two months’ worth of service if downtime exceeds 24 hours.
Compensation for any outage is processed automatically, requiring no action from the customer.
| Availability | |
|---|---|
| Availability criteria | Less than 0.5% packet loss |
| Availability target | 99.99% |
| Effective availability target | 99.99% |
| Compensation | |
|---|---|
| Minimum downtime for reimbursement | 4 mins |
| Reimbursement for minimum downtime | 1 day service charge |
| Maximum reimbursement | 2-month service charge |
| Response Times | |
|---|---|
| Repair time window | 5 hours |
| Response time and coverage | 30-minute response, 24 hours a day. |
See KB24091807 for a complete list of CTX services.