- Apr 4, 2014
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The service also comes with 100% guaranteed uptime between 7am and 7pm. Fialkov said that customers will be refunded if they find that this is not the case.
You your company loses a R 100 000 order because your phones failed for an hour, and Failkov will say sorry and refund you R43.54 for the hour downtime. Sorry, but for R 12 000 a month (how does that price compare, anyway) he's going to have to do better than that.
I read it that if you have ANY downtime whatsoever during business hours, you get your entire month refunded. That's how SLA's usually work - not achieving the promised service levels, mean you don't pay that month.
There is an 8 hour lead time for repairs on fibre, we offer 1 day credit for every 4 hours downtime thereafter.
IMO if you pay that much for internet (business/home) that service has to be trully uncapped and unshapped finish n klaar. Moderate contention is expected though
We pay about the same for 20mbit proper enterprise-class uncapped from Neotel, and it's worth it. Guaranteed 1:1 contention, proper SLA (I think if we're down for 4 hours we get 33% off our monthly bill, and it gets to 100% off pretty quick) and if there's a problem we have direct lines to senior technicians and a 4-hour escalation procedure to the country's head of support.