Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) outlines the service expectations and commitments between Hura broadband (ISP) and the Customer for broadband internet service.

2. Service Availability

• Uptime Guarantee: 98.5% monthly network uptime.

• Downtime Window: Planned maintenance (typically between 1:00 AM – 6:00 AM) will be communicated 24 hours in advance.

• Outage Notification: Customers will be notified of unplanned outages lasting over 30 minutes via SMS/email.

3. Service Performance

• Download Speed: minimum 70% up to subscribed plan

• Upload Speed: minimum 70% up to subscribed plan

• Latency: Less than 40ms to local servers.

4. Customer Support

• Availability: 24/7 (Mon–Sun)

• Contact Channels: Call center, WhatsApp, Email, Support Portal

Response Time:

• General Inquiry: Within 24 hours

• Outage Report: Initial response within 1 hour during

support hours

• On-site Support: Within 48 hours of confirmed need