Telkom releases ADSL SLA
Telkom has finally released the ADSL Service Level Agreement (SLA) which is a stipulation set out in the ADSL Regulations. This SLA however only applies to the ADSL access service being provided by Telkom, and therefore excludes any Internet portion.
Telkom guarantees Line Sync Speeds, basically referring to the downlink and uplink speeds between the DSLAM and customer premise equipment. There are no guarantees on any network speeds beyond this physical point.
Fault Repairs
In its ADSL SLA, Telkom states that its ‘DSL Service shall be deemed to be in good working order until the Customer advises Telkom otherwise.’
Telkom commits to attend to faults reported by the customer during office hours and will endeavour to have the DSL Service restored in the shortest possible time.
“Telkom shall repair all faults reported by the Customer, where such faults are attributable to the Telkom network elements, within twenty four (24) hours of such fault being reported to Telkom,” the company states.
Credits will be given in the event of the DSL service being unavailable for a continuous period of more than 24 hours. The clause however only incorporates the line rental portion of the service and excludes the first 24 hours of downtime.
“The credit shall be a pro rata amount of the monthly line rental, for the duration of the interruption, excluding the initial twenty four (24) hours that the DSL Service is completely unavailable.”
It is not clear why the line rental portion – which is the cheapest portion of an ADSL service at R 111-90 per month – was selected and not the full cost of the ADSL service. A logical choice would have been the combination of the line rental and ADSL access charges.
Complaint process and dispute resolution
The Telkom ADSL SLA gives an elaborate description of the complaints process in cases where customers feel that Telkom did not comply with its Service Level Agreement.
In cases where the complaints process was not satisfactory customers will have the option to meet with Telkom to decide whether the matter should be referred to arbitration.
Where discussions between Telkom and its customer fail to resolve the dispute the matter will be referred to ICASA.
The full ADSL SLA is available on the Telkom website at: http://www.telkom.co.za/athome/products/dsl/home_terms.html
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