NOC Performance Commitment
Service Level Agreement (SLA)
Autonomous NOC Metrics & Carrier Commitments • e-Mbizo Solutions
Uptime Targets by Service Tier
| Service Class | Target Availability | Max MTTR | Credit Remedy |
|---|---|---|---|
| Enterprise Dedicated Ethernet / FTTB | 99.95% | < 4 Hours | 10% service credit per 1hr outage beyond SLA |
| Broadband FTTH / Fixed Wireless | 99.00% | < 8 Hours | Standard pro-rata downtime credit |
| Cloud VPS & Virtual PBX Instances | 99.99% | < 15 Minutes (Failover) | 5% credit per 30min downtime |
| AI Voice Fleet & SIP Trunks | 99.90% | < 1 Hour | Pro-rata usage refund |
Support Ticket Severity & Autonomous Escalation
P1 - Critical Outage
15 Min Response
Total core routing loss or complete site blackout.
P2 - Major Degradation
1 Hour Response
High packet loss or redundant link failure.
P3 - Routine / Config
4 Hours Response
DNS adjustments, user additions, general queries.
Service Credit Procedure
In the event of an unscheduled availability shortfall, customers may lodge a service credit request via the autonomous dashboard within 30 days of incident resolution. Credits are applied against the subsequent monthly billing statement.