Our Service Level Guarantee (SLG)

 

Pacific Wireless stands by its performance claims by providing a Service Level Guarantee that is not just a target but contains compensation payments that begin when only the first level of target is missed.  

There are six levels of Guarantees, and each one can trigger a compensation payment if missed.

Service Guarantee Types Description
5 Service Availability 5 The availability of the service
5 Response Times 5 The time taken to answer a call and respond with a progress report
5 Restoration Times 5 The time taken to restore a fault
5 Network Latency 5 The time taken for a packet to make a trip across the network
5 Network Packet Loss 5 The difference between the number of packets sent and the number received
5 Installation Time 5 The time taken for new installation

Service Availability GuaranteePacific Wireless guarantees that the service will have an availability of not less than 99.95% full operational functionality per month. When we are responsible for the failure to meet these service levels, compensation can be claimed.

Response Time Guarantee
Fault Logging

Pacific Wireless guarantees to answer a telephone call within 1 minute to receive a fault log during Business Hours and within 1 hour for times outside Business Hours.

Fault ResponsePacific Wireless
guarantees to respond with a progress report for any fault logged within 1 hour during Business Hours and within 2 hours for times outside Business Hours. When we are responsible for the failure to meet this service level, compensation can be claimed.

Restoration Time GuaranteePacific Wireless guarantees to rectify the fault within 4 daylight hours for Service Availability. When we are responsible for the failure to meet this service level, compensation can be claimed.

Network Latency GuaranteePacific Wireless guarantees that Network Latency will not exceed 49mS. Latency is measured in any eight-hour period during a month and defined as the average of the times taken for packets to make a one-way trip from any point to any point on the network. When we are responsible for the failure to meet this service level, compensation can be claimed.

Packet Loss GuaranteePacific Wireless guarantees that Packet Loss will not exceed 1%. This is measured in any eight-hour period during a month and is the difference between the number of packets sent and the number received as sent from any point to any point on the network. When we are responsible for the failure to meet this service level, compensation can be claimed.

Installation GuaranteePacific Wireless guarantees that a new installation will be carried out within 21 days of issuing Order Acceptance. When we are responsible for the failure to meet this service level, compensation can be claimed.

This is a summary of our Service Level Guarantee which is available in full from C.O.N.S.O.L.E. for all customers and channel partners. Conditions apply.

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