- Business
- Prices & Services
- Data & Internet
- SLA (Service Level Agreement)
SLA (Service Level Agreement)
The service SLA ("Service level agreement") better defines the parameters for business services or Internet IP VPN (virtual private network): depending on which service it covers.
With the provision of SLA, VIVACOM is committed to observe, monitor and maintain defined in the agreement parameters (agreed limits: Accessibility, package loss, delay, jitter, time to fix the damage). If VIVACOM distort, the quality of one or more parameters, the client is entitled to receive compensation as discount of monthly fee.
Characteristics:
Ensures minimum value for the parameters of selected service:
- Time to eliminate the damage - specifies the maximum time to solve the problem
- Availability - A percentage of the time in which service was available versus total time
- Package loss - A percentage of the number lost packages to total sent packages
- Delay - The transit delays between the end points of the network to which client ports are connected, are monitored
- Jitter - Variation in the delay. Measures the variation of transit delays in the network.
Advantages:
- Guarantees minimum time to solve the problem
- Guaranteed quality of selected service
- Technical support 24x7x365
- Compensation for failure of guaranteed parameters
For more information please contact your Account Manager or dial 121.
