Service level agreement (SLA)

Introduction

This agreement represents a Service Level Agreement (“SLA” or “Agreement”) between stc and [customer name], (hereinafter referred to as 'Customer') for the delivery, operation and performance of [Service Name] (unmanaged) service.

SLA description

Service Level Agreement of which clarifies the Daily Working Practices on the Provisioned Services at Customer’s Premise to establish Measurement Points.

The Document sets the Parameters against the Provisioned Service to be measured.

To be applied on the following IP Based Services:

• - DIA (DIA Access, DIAS & DIAL) Saudi Net
• - VPN
  • > L2 VPN (PLL & VPLS)
  • > L3 VPN (IP VPN)
• - SIP (SIP Trunk, DID/DOD, 9200, 800 & SC/SN)

Irrespective of Access Media/Technology, mentioned below:

• - FTTx
• - Copper
• - MW P2P
• - MW P2MP

Minimum quality of services provided
Services are provided to the customers based on what is agreed upon in the contract, except any service interruption caused by third parity or the customer site or any other exceptions.

Maximum troubleshooting
Service related inquiries are solved within 72 hours, except any service interruption caused by third parity or the customer site or any other exceptions.

Communication and escalation mechanism
stc communication channels:
- Your account manager For escalation send email to: 909@stc.com.sa
- Customer Care call center, call 909
- Customer service offices
- Direct chat on: my.stc.com.sa
- stcBusiness

Settlement for breach of service level agreement
In case of non Fulfilment of service quality standards due to the service provider, the settlement for the Customer will be done according to the settlement process applied in the Company and as per CITC regulations.

• Service details

  the details of the services can be viewed through the service link in the contract.

  
  

• Billing systematic

  as stated in the terms of the service contract (Recurring charges for the service, recurring for the additional services, non-recurring fees).