Overview

At Infopromo Communications, our commitment to delivering reliable, high-quality communication services forms the foundation of our business. This Service Level Agreement (SLA) outlines the performance standards you can expect from us, as well as the guarantees we provide to ensure that your operations run smoothly and efficiently.

Our Commitment to Quality Service

We understand the critical role that seamless communication services play in your business. To ensure transparency and reliability, our SLA is designed to provide clear expectations across several key areas, including service availability, support response times, and incident resolution.

Service Availability

We guarantee a high level of service availability, regardless of the package you choose:

– Standard Plan: 99.9% uptime
– Premium Plan: 99.95% uptime
– Enterprise Plan: 99.99% uptime

Our uptime guarantee ensures that service interruptions are minimized. In cases where our uptime commitments are not met, we offer service credits or service charge waivers as compensation (details provided below). Downtime is calculated on a monthly basis, excluding scheduled maintenance.

Support Response Time

We pride ourselves on delivering prompt, effective support. Our SLA defines specific response times, categorized based on the urgency of your issue:

• Critical (Level 1) : Acknowledgment within  5-15 minutes of the report, resolution within 24 hours. Applies to complete production failures or severe service interruptions.

• Degraded Service (Level 2): Acknowledgment within 15-30 minutes, resolution within 72 hours. Applies to partial service interruptions or major performance issues.

• General Issues (Level 3): Acknowledgment within 30 minutes, resolution within 1-12 hours. Includes non-urgent inquiries, feature requests, or minor service disruptions.

Incident Resolution

In the event of a service disruption, our goal is to restore your services as quickly as possible.
Our team continuously monitors our systems to ensure swift identification and resolution of any issues.
For critical issues (Level 1), we aim to resolve problems within 24 hours, and for degraded services, resolution is typically achieved within 72 hours.

Performance Metrics

To ensure our services meet or exceed performance expectations, we continuously monitor several key metrics, including:

– Network Latency: We target latency levels of <50 ms for most regions.
– Data Throughput: Guaranteed at 100 Mbps or higher, depending on the service plan.
– Packet Loss: We maintain a packet loss rate of <0.1%, ensuring smooth and reliable communication.

If performance metrics fall below these thresholds, you may be eligible for service credits.

Service Credits

We stand behind our service commitments. If we fail to meet the performance standards outlined in this SLA, you may be entitled to service credits or service fees waiver. The conditions for receiving service credits are as follows:

– Uptime Failure: If our service availability falls below the committed threshold for your plan, you will be eligible for a 10% service credit of your monthly fees for every 1% of downtime.
– Claim Process: To claim service credits, you must notify us within 7 days of the service failure. Claims can be made via the customer dashboard or by contacting our support team directly. Service credits will be applied to your next billing cycle.

Exclusions and Limitations

Certain events beyond our control may affect our ability to meet the service levels outlined in this SLA. These include but are not limited to:

– Force Majeure: Natural disasters, war, terrorism, and other events that cannot be predicted or controlled.
– Third-Party Outages: Failures or outages from third-party services, including but not limited to internet service providers or cloud infrastructure vendors.
– Cyber Attacks: Distributed denial of service (DDoS) attacks or other malicious activity not directly preventable by our security measures.

These events are excluded from the service level guarantees provided in this SLA.

Reporting and Escalation Process

For any service-related issues, our support team is available 24/7. To report an issue, follow these steps:

1. Contact Support: Reach out via our support portal, live chat, email, or dedicated phone line for urgent cases.
2. Provide Details: Include relevant information, such as your service ID, a description of the issue, and any steps you’ve taken to troubleshoot.
3. Track Progress: You can track the status of your ticket via the customer dashboard, where updates will be provided in real-time.

For business-critical issues, our support team will escalate incidents as needed to ensure prompt resolution.

Priority Levels and Response Times

• Level 1 – Critical: This applies to situations where there is a total failure of services in production or severe performance degradation. For these critical issues, we will acknowledge your report within 5 to 15 minutes, and our goal is to resolve the issue within 24 hours. These cases require immediate action as they impact your business operations significantly.

• Level 2 – Degraded Service: This level covers partial service failures or major issues that affect performance but do not result in complete downtime. For Level 2 incidents, we will acknowledge your report within 15 to 30 minutes and aim to resolve the problem within up to 72 hours. This priority level addresses serious issues that still allow the service to function but at a reduced capacity.

• Level 3 – General Issues: General issues include minor service interruptions, non-urgent inquiries, or requests for assistance with features or services. For these cases, we will acknowledge your report within 30 minutes, and resolution is typically achieved within 1 to 12 hours. These are issues that do not severely impact operations and allow for a longer resolution time.

Updates and Revisions

This SLA is subject to periodic reviews to reflect changes in our services or operational improvements. We will notify you in advance of any significant updates, and any changes will be reflected on this page and in your customer portal. Updates are typically made on a quarterly basis or as needed based on evolving service needs.