Phone no: +27 87 813 0030 or email us: getconnected@skyconnectsa.co.za
The purpose is to regulate the Relationship between the Customer and SkyconnectSA and to ensure service level expectations are agreed and met. 1 .All persons wishing to obtain a service must apply for the service either by; By completing and signing an application form, or Following any other method acceptable 2. As and where indicated by the relevant annexure to this agreement concluded with the customer or associated companies within the group, sites may be connected to the voice networks by means of fixed or wireless connection. Where it is determined that such connection may be unstable for any substantive period of time Skyconnect shall provide service via 3G/4G/LTE (coverage being applicable) as an alternative but parallel connection. 3 .Skyconnect shall direct the client call traffic to the network with the optimum opportunity and shall at no time limit the client traffic to a single network. Each site shall be linked to the nearest or most optimum point of presence (“POP”) irrespective of which network it is connected to. 4 .Skyconnect warrants that it’ s capacity to route inbound and outbound calls to and from the client through its’networks shall be maintained at a percentage level of not less than 96% of the time. This warranty may not be applied in the event of theft or destruction of any equipment or service required to route calls or in the event of network access issues relating to third party internet suppliers. (DSL, LTE/3G, Fibre or Other). 5 .In the event of applicable network failure Skyconnect warrants that its system described as “dynamic failover ” shall re-route outbound call traffic to an alternative network and provide adequate redundancy for the client in network terms. 6. Service response will be guaranteed at an average time of not less than the following: 6.1 .Where connectivity is intact and dial up response possible - max 120 mins. 6 .2. Where connectivity broken and site visit required; urban areas - 6 hours maximum; Urban (80km radius) 5 hour maximum; Rural: Distance dependent but despatch within 3 hours. 6.3.Equipment Replacement : Rented equipment - 24 hour swap; Purchased equipment Under warranty (12 months) 24 hour swap; Out of warranty (repairable) -72 hour loan; Out of warranty(non-repairable)48 hour new supply . Note: remote sites may take an additional 24 hours 6.4. Equipment Adjustment (Suppression, Echo. Volume); Where connectivity intact 1 hour; Where connectivity not intact site visit as above
If we fail to match the response times or service levels guaranteed in our “MaxCare” IT Support SLA agreement, you can request that we pay a R300 penalty per incident – that’s right, we’ll credit your monthly subscription for R300 per incident placed.