Business Solutions | Service Level Agreements

Standard SLA;

opening hours 08.00 17.00 hrs
call back when problem is not solved in 5 min.
email response within 12 hours ( working days)
access potential is best effort but no less than 80% than agreed upon
Up time 98,5% per year
trouble ticket number

Business SLA

opening hours: 07.00 am 08.00 pm
800 helpdesk number ( american)
Email response within one working day.
access potential is best effort but no less than 90% than agreed upon
Uptime 99% per year
troubel tickets numbers

Golden SLA

Business high speed connections are available with subscriptions with a golden SLA. ( service level agreement). This means that we can make clear and measurable agreements over your connection availability from your internet connection. In case something goes wrong our noc / helpdesk will be 24/7 available. After notification we will immediately trace your problem and with a permanent connection with you, to solve the problem within 4 hours. Even in the middle of the night or in weekends!

Openings hours: 24/7/365

Personal 800 telephone number to reach your account- and service manager.
Email response within 1 working hour
Access potential is 100% what we agreed upon
Senior Service / account manager monthly visit.
Trouble ticket and every two hour update during opening trouble ticket