Understanding our Service Level Agreements
Under the slogan “Clarity in commitment,” we believe in transparency and simplicity in our Service Level Agreements (SLA).
SLAs are foundational to ensuring both parties have clear expectations regarding performance, uptime, response times, and support levels. Here, we clarify and break down the terminology and conditions of connectivity and internet services.
Evaluating the true value of your SLA in internet service selection
Internet packages vary widely in cost, influenced primarily by two factors:
- The bandwidth or speed available
- The level of service guarantees or SLAs
Like choosing a more comprehensive car insurance policy for better coverage, investing in a higher-tier SLA safeguards your business operations.
Opting for an SLA with stronger guarantees might raise monthly expenses but is an investment in reliability. Such agreements ensure faster response times and rigorous support.
This is especially important in sectors like healthcare, finance, or retail, where failure to maintain continuous internet access result in significant financial losses, non-compliance with regulations, or even endanger human lives.
Investing in a robust SLA is about securing your business's continuity and compliance in all situations.
Key service conditions and parameters
Basic | Standard | Retail | Business | Advanced | |
Service availability | |||||
Not applicable | 99.60% | 99.70% | 99.75-99.80% | 99.90% | |
Support parameters | |||||
Mon-Fri
09:00-16:00 | Mon-Fri
08:00-17:00 | Mon-Fri
08:00-18:00 | Mon-Fri
07:30-18:00 | Mon-Fri
07:30-18:00 | |
Mon-Fri
09:00-16:00 | Mon-Fri
08:00-17:00 | Mon-Sun
08:00-18:00 | Mon-Sun
07:00-19:00 | Mon-Sun
00:00-24:00 | |
✓ | ✓ | ✓ | ✓ | ✓ | |
Response and resolution | |||||
48 hours | 12 hours | 4 hours | 3 hours | 2 hours | |
96 hours | 24 hours | 8 hours | 6 hours | 5 hours | |
96 hours | 24 hours | 10 hours | 8 hours | 7 hours | |
Compensation | |||||
Not applicable | 20% per hour | 25% per hour | 30% per hour | 40% per hour | |
Not applicable | 50% | 75% | 100% | 150% | |
Communication channels | |||||
E-mail | ✓ | ✓ | ✓ | ✓ | ✓ |
Phone queue priority | ✗ | Standard | Priority | Priority+ | Priority++ |
Web chat | ✗ | ✗ | ✓ | ✓ | ✓ |
Matrix chat | ✗ | ✗ | ✗ | ✓ | ✓ |
Decoding SLA terms for non-experts
Uptime guarantee
The uptime guarantee represents the percentage of time your internet connection is fully operational within a month. If service availability drops below the guaranteed percentage, you are eligible for compensation through the form available on this page. Unlike many operators who average uptime over three months or more, our monthly calculation method means that even shorter disruptions can impact your compensation eligibility.
* Please note that certain external factors such as natural disasters or third-party errors, which are detailed in our terms and conditions, are excluded from this guarantee.
Understanding Support hours and Fault processing hours
Support hours are set times when our customer service team is available to help with general inquiries and service-related issues, from billing to user support. Fault processing hours, which are typically longer, are specifically allocated for our technical team to address and resolve technical issues directly affecting internet connectivity. During these hours, the focus is strictly on technical faults to ensure any disruptions to your internet service are quickly and effectively managed.
Clarifying SLA response times: Maximum Response, Intervention, and Recovery
In our Service Level Agreement (SLA), we define three crucial timing metrics that align with our fault processing hours: Maximum Response Time (MRT), Maximum Time to Intervene (TTI), and Maximum Time to Recover (TTR). These metrics ensure timely and efficient handling of issues, and here’s how they are calculated within the fault processing framework:
- Maximum Response Time (MRT): This is the maximum duration from when an issue is reported to when it is first acknowledged by our support team. For example, if the maximum response time is set at 4 hours, this means our team will respond to your issue within 4 hours during the designated fault processing hours.
- Maximum Time to Intervene (TTI): This refers to the maximum time allowed from when an issue is submitted to when intervention begins to address the fault. This time is also counted within the fault processing hours. Please note that on-site intervention is limited to certain geographical areas as detailed in our terms and conditions. For a quick reference, on-site support is available within Luxembourg and Belgium, and select regions of Germany and France.
- Maximum Time to Recover (TTR): This is the total time taken from the start of the submission to the resolution of the issue. Similar to the other metrics, this time is strictly calculated within the fault processing hours. For instance, if the TTR is 8 hours, this does not mean 8 consecutive calendar hours but rather 12 hours within the fault processing schedule, which could span multiple days depending on the fault processing hours parameter of your SLA.
These definitions ensure that all time-related commitments are met during the designated fault processing hours. It's important to note that 24/7 fault processing is exclusively available under our Advanced SLA.
Compensation: Downtime credits and Monthly cost credits cap
Our Service Level Agreement (SLA) includes provisions for compensation through downtime credits, which are awarded if our service availability falls below the guaranteed uptime level Here's a detailed explanation of how these compensations are structured:
- Downtime credits: Downtime credits are calculated as a percentage of your monthly service fee, proportional to the number of hours your service is unavailable. For example, if the downtime credits rate is 20% per hour of outage and your monthly internet service fee is €100, then for 2 hours of downtime, you would receive a credit of 20% of €100 for each hour. This calculation results in a €40 credit for the two-hour outage.
- Monthly cost credits cap: The cap on total credits you can receive each month is determined as a percentage of the monthly service fees for the specific internet line that experienced the disruption. This ensures that compensation is not only fair and adequate but also directly proportional to the disruption's impact on the particular service.
Downtime compensation credits can only be claimed through the form on this page.
Hardware support under our SLA
Our SLA explicitly covers all hardware provided by Mixvoip that is essential for your internet service to function. If any of these specified components fail, we will replace them according to the same terms applied to your internet line. The covered hardware includes Fiber-ONTs, network media converters, DSL to ethernet modems and SFPs.
Additionally, routers and firewalls are covered under this SLA if they are part of a management and support contract with Mixvoip. This guarantees that all your crucial networking hardware not only functions seamlessly but also benefits from the full support and rapid response promised in your SLA.
Elevating our commitment to Industry-Leading SLAs
We strive to avoid downtime altogether, pushing for SLAs that exceed industry standards in terms of how we calculate downtimes, credits, and the compensation provided. This commitment ensures our services not only meet but surpass the expectations set within our industry, reflecting our dedication to reliability and customer satisfaction.
Nevertheless, the nature of service level agreements can be complex. If you ever encounter an SLA that you believe offers better terms than ours, we encourage you to reach out. We are committed to continuous improvement and always seek opportunities to enhance our services. By challenging ourselves to maintain standards that exceed those of the industry, we ensure that our services remain at the forefront of technological and customer service excellence.
| Question | Answer |
|---|---|
I have multiple sites. Do I need an SLA for each site? | Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location. |
How can I determine my SLA coverage or upgrade my SLA plan? | To check if your services are covered by an SLA or to upgrade your SLA, you can reach out to our account managers. They are more than happy to outline your current SLA coverage and discuss options for upgrades to meet your specific needs. You can book a meeting with your account manager here. |
When and how can I claim SLA credits for a service breach? | If we fail to meet the service levels outlined in your SLA contract, such as taking longer than the specified time to resolve an issue, you are eligible to claim SLA credits. You can initiate the claim process by filling out the form on our SLA claim page. Ensure to provide all necessary details about the service issue. |