Basic SLA

SERVICE AVAILABILITY

The Service Provider will make the Services available to the Customer using reasonable skill and care. The Customer does however acknowledge and agree that the availability of the Services, the Customer’s ability to access and/or use the service and the conducting of any given delivery may depend upon factors beyond the Service Provider’s reasonable control, including (but not limited to):

factors affecting the operation of the service and/or preventing voice calls delivery from being successfully conducted such as, by way of example, geographical or topographical shortcomings in the network of any carrier, network capacity, physical obstructions or atmospheric conditions; or

factors preventing end-users from receiving voice calls such as, by way of example, the terms and conditions of the recipient’s service provider.

SLA (Service Level Agreement)

Guaranteed Service Availability >=98%

Calculated monthly as Total time - (Sum of all fault time) / Total time X 100

Save for force majeure events and scheduled maintenance between both parties, outages due to failure on Kasookoo for duration exceeding the service availability assurance shall be counted as credit bonus. Credits applies to monthly recurring fee and excludes consumed calling minutes.

HELP DESK SUPPORT

Help desk support is provided to the Customer for any enquiries or any support incident raised. The help desk service is available as follows:

COMMUNICATIONS / TIME TO RESPOND

The Service Provider will respond to any fault or interruption of the service according to the schedule listed below: