IPP Service Level Agreement
See KB24102506 for a complete list of IPP services.
We guarantee 99.999% network availability, equating to a maximum monthly downtime of 26 seconds.
Please note that for the initial single connection, the SLA will be 99.99% until the second circuit is installed and the full solution is handed over.
Compensation for any outage is processed automatically, requiring no action from the customer.
| Availability | |
|---|---|
| Availability criteria | Less than 0.5% packet loss |
| Availability target | 99.999% |
| Effective availability target | 99.999% |
| Compensation | |
|---|---|
| Minimum downtime for reimbursement | 26 seconds |
| 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. |