Service Level Agreement (SLA)

This Service Level Agreement (SLA) is entered into between NetFiber LTD (hereinafter referred to as "Service Provider") and The Home (hereinafter referred to as "Client") to outline the terms and conditions governing the provision of Fiber-to-the-Home (FTTH) services.

Service Description:

1.1 The Service Provider agrees to deliver reliable and high-speed internet connectivity to the residents of The Home, as per the agreed-upon service package

Service Levels

2.1 Connectivity

The Service Provider shall make all reasonable efforts to maintain an uptime of 99.9% for the internet connection provided to The Home.

In the event of scheduled maintenance or upgrades, the Service Provider will provide advance notice to minimize disruption.

2.2 Downtime Management

The Service Provider acknowledges that any downtime exceeding 24 consecutive hours is unacceptable.

In the event of a downtime exceeding the specified timeframe, the Service Provider shall issue credit notes to affected customers as compensation for the inconvenience caused. The credit note typically equals the cumulative downtime hours plus an additional 6 hours.

Customer Support

3.1 The Service Provider shall provide 24/7 customer support to address any technical issues, concerns, or queries from residents of The Home.

3.2 Response Time:

The Service Provider shall respond to customer queries within a maximum time frame of 4 hours from the time of reporting.

The Service Provider shall endeavor to resolve reported issues within a maximum time frame of 24 hours from the time of reporting.

Service Charges and Invoicing

4.1 Service Charges

The Service Provider shall charge a monthly service fee per subscribed connection

The Service Provider shall offer a setup cost, which includes 48 hours of free subscription. Thereafter, the monthly service charge applies.

Complaint Resolution

5.1 In the event of any complaints regarding the services provided, the Home shall promptly notify the Service Provider, providing detailed information to facilitate prompt resolution.

5.2 The Service Provider shall prioritize complaint resolution and undertake all necessary actions to address and resolve issues in a timely manner.

Device Warranty

6.1 All devices have a 6-month warranty period, provided they are connected to a UPS. A device will receive free replacement or repair if it becomes damaged or faulty within the warranty period. Netfiber LTD is not responsible for damage to accessories like POE or adapters. We will charge clients accordingly. The customer is liable for any fault or damage they cause if a device becomes damaged or faulty after the warranty period. The customer will be required to cover the stipulated cost for a replacement device if the device is confirmed to be faulty.

Exclusions

7.1. Matters Beyond Our Reasonable Control (MBORC)

▪ There are instances where NETFIBER is unable to secure the required authorization.

▪ Incidents of force majeure, such as fire, road construction, or physical damage to fiber cables can occur.

▪ Planned or emergency service interruptions.

▪ Theft or vandalism to fiber infrastructure

7.1. Client Responsibilities:

This SLA and compensation are not applicable in the following situations:

▪ Inaccurate client information during ordering causes failures.

▪ Failures are caused by the Home’s own network hardware or environment.

▪ Clients do not follow clear instructions from NETFIBER.

▪ NETFIBER is unable to access the Home site

▪ Clients fail to agree on an appointment date.

▪ Clients breach any part of the service contract, including payment terms.

Termination:

8.1 Either party may terminate this SLA by providing a written notice of termination to the other party, with a notice period of 30 days.

This SLA represents the mutual understanding between the Service Provider and The Home and shall remain in effect for the duration of the service agreement, unless terminated as per the agreed-upon terms.

We will review this SLA annually to ensure it meets current business and customer needs. We will communicate any changes to customers via email and post them on our website.

By signing below, both parties indicate their acceptance and agreement to the terms outlined in this Service Level Agreement.