Service Level Agreement (SLA)

1. Service Availability (Uptime)

We are committed to providing a reliable internet connection. We strive to maintain a network uptime of 99% measured on a monthly basis. This uptime applies strictly to our core network and fiber infrastructure reaching the customer's premises.

2. Speed and Bandwidth

Our broadband plans are provided on a "best-effort" basis. The speeds mentioned in our subscription plans (e.g., 50 Mbps, 100 Mbps) represent the maximum "up to" speeds achievable. Actual speeds may vary based on:

• Distance from the Wi-Fi router.
• Hardware limitations of the customer's devices (mobile/laptop).
• Peak network traffic hours.

3. Fault Reporting & Resolution Time

4. Scheduled Maintenance

To keep our network secure and upgraded, we occasionally perform routine maintenance. We will make reasonable efforts to notify customers at least 24 hours in advance regarding any scheduled maintenance that may cause significant downtime. Maintenance is typically carried out during off-peak hours (e.g., late night/early morning) to minimize disruption.

5. Exclusions (Force Majeure & Third-Party Actions)

The Company shall not be held responsible for downtime, delays, or SLA violations caused by events outside our reasonable control. These include, but are not limited to:

• Fiber Cuts: Accidental or intentional fiber cuts by civic authorities (e.g., road construction, municipal work) or third parties.
• Power Outages: Extended power cuts at the customer’s location or our local distribution hubs.
• Natural Disasters: Earthquakes, severe storms, flooding, or other Acts of God.
• Customer Hardware: Faults arising from the customer's personal devices, altered router settings, or physical damage to the equipment inside the premises.