Network Availability (SLA) – 99.9% per year.

Level 1

Level 1 without personalized diagnostic example: server unavailable

Intervention(GIT)

2 hours

Guaranteed repair time (GRT)

GIT + 2 hours.

Level 2

Level 2 with personalized diagnostic Example: Abnormal service operation (excluding software configuration)

Intervention(GIT)

12 hours

Guaranteed repair time (GRT) GIT + 2 hours

 

Refunds

Incident Support Level 1
  • Penalty per hour of delay 3%
  • Maximum penalty per month 100%

 

Network
  • Penalty per hour of delay 3%
  • Maximum penalty per month 100%