Service-Level Agreement (SLA)

SLA for maaiiConnect

Annual Uptime Guarantee  99.95%

Response Time
For Business and Enterprise Plan

Severity Fault Level Response Time
Critical Within 1 hour (24x7)
Degraded Service Within 2 hours (24x7)
General Issue / Enquiry Within 3 business hours

Response Time
For Free Plan

Severity Fault Level Response Time
General Issue / Enquiry
Within 1 business day 
* Critical – Means a complete loss of service or a significant feature that is completely unavailable
* Degraded Service – Means an intermittent issue and reduced quality of service
* General Issue / Enquiry - Includes product questions, feature requests / enquiry

SLA for IDD, ITFS and SMS

Definition of Severity Fault Level

Severity Fault Level Service Affected
Critical 100% service affected 
Major Over 50% service affected 
Minor Less than 50% service affected 

Response & Restoration Time of Different Fault Levels

Severity Fault Level Response Time*
Restoration Time*
Critical
Within 1 hour 
Within 4 hours
Major
Within 1 hour
Within 4 hours
Minor Within 2 hours
Within 12 hours
* Response time is defined as the period between the time at which a fault is reported to M800 fault report point, and the time at which M800 acknowledges the fault reported as valid.

* Restoration time is the period between the time at which M800 acknowledges the fault reported as valid within M800's network and starts troubleshooting, and the time at which M800 has cleared the fault and restored the service to the nominal performance level.

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