This article details the standard service level expectation for clients who do not have a dedicated agreement in place.
This Service Level Agreement (SLA) outlines the terms and conditions governing the provision of wireless and fiber internet services by MikroTikSA Networks CC, hereafter referred to as the "Provider," to its clients, hereafter referred to as the "Client."
This agreement encompasses the following:
2. Services Covered:
The Provider shall deliver fixed wireless access (FWA) and fiber internet services, including but not limited to:
2.1. Internet Connectivity: Provision of reliable internet access via FWA and fiber technologies.
2.2. Network Infrastructure: Maintenance and support for CPE (Client Premises Equipment) installed by the provider at the client premises.
2.3. Technical Support: Assistance with internet-related technical issues.
2.4. Service Monitoring: Regular monitoring of network performance where it relates to equipment installed by the provider.
2.5. Scheduled Maintenance: Planned maintenance and upgrades.
3. Operating Hours:
The Provider's standard office hours for service provisioning and support are as follows:
3.1. Days of Operation: The Provider operates from Monday to Friday.
3.2. Operating Hours: The provider operates within the following defined hourly ranges. If not defined on a per client basis then the client will receive service in the standard Office Hours period.
Standard Office Hours means Monday to Friday between the hours of 08H00 and 17H00
Extended Office Hours means Monday to Friday between the hours of 07H00 and 22H00 and Saturdays 07H00 to 17H00
After Hours means any times outside the above definitions
4. Response Times:
The Provider is committed to ensuring prompt response and issue resolution to maintain the quality of service. Response times are defined as follows:
4.1. Response to Inquiries: All client inquiries, requests, and support tickets will receive a response within four (4) hours during operating hours.
4.2. Issue Resolution: The Provider will work diligently to resolve internet service disruptions and technical issues within the following timeframes:
Telephonic / Remote resolution: 24 hours from initial response to ticket
Onsite resolution: 72 hours from initial response to ticket, subject to evaluation of work required and acceptance of any charges that may be incurred.
5. Service Maintenance:
Scheduled maintenance activities are a crucial part of ensuring optimal service quality. The Provider shall:
5.1. Advance Notice: Provide at least five (5) days' notice to the Client for scheduled maintenance activities that may result in service interruptions.
5.2. Scheduled Maintenance Window: Conduct maintenance during off-peak hours, typically between 02H00 and 05H00 AM, local time.
6. Service Level Objectives (SLOs):
The Provider commits to meeting the following Service Level Objectives:
6.1. Uptime: The Provider strives to maintain an overall network uptime of at least 99.9%.
6.2. Latency: The Provider aims to maintain low latency and high-speed internet access.
7. Client Responsibilities:
The Client shall:
7.1. Access: Provide necessary access to network infrastructure for installation and maintenance.
7.2. Payment: Pay all invoices in a timely manner.
7.3. Compliance: Comply with the terms and conditions outlined in this SLA.
