The following SLA applies only to Customers executing Master Service Agreement with “INTERSAT COMMUNICATION SERVICES FZCO”. This document describes the services provided by I NTERSAT and the “INTERSAT’s SUPPORT HELPDESK” and details of the fault reporting process and the escalation procedure once the Service is put into operation.
The SLA is valid as part of the Master Service Agreement between the Customer and INTERSAT.
"SUPPORT HELPDESK" is the access point for all technical trouble reporting for services provided by INTERSAT.
"SUPPORT HELPDESK" is staffed with qualified personnel 24 hours per day, 7 days a week.
"SUPPORT HELPDESK" manages the fault resolution process in co-operation with its Network Operation Centre (NOC) and the relevant Earth Station Network Operations Centre
All faults related to INTERSAT’s services, should immediately be reported to the INTERSAT’s SUPPORT HELPDESK by opening a Trouble Ticket with the relevant priority level. INTERSAT reserves the right to reclassify the priority level upon its evaluation and will notify the Customer accordingly. If the Customer disagrees with INTERSAT’s evaluation, the Customer can escalate to a higher level of management.
INTERSAT SUPPORT HELPDESK CONTACTS:
Telephone : +254 730 100100
Mobile#1 : +254 720 621621
Mobile#2 : +254 733 621621
EMAIL AND CHAT CONTACTS:
E-mail : firstname.lastname@example.org
Skype : intersatsupport
When contacting the INTERSAT’s SUPPORT HELPDESK, please be prepared to provide the following information:
Feedback and Escalation Procedure:-
INTERSAT HELPDESK will initiate troubleshooting process immediately after any fault is notified by the Customer and soon after a “Trouble Ticket” has been raised. An initial investigation report (email) will be sent to customer within 30mins of fault reporting and if the same cannot be resolved at within 1 (one) hour, shall be subject to the following feedback and escalation procedure:
If for any reason, the customer is not satisfied with the problem resolution or believes that the problem has not received the adequate attention within the feedback time allowed, the customer can escalate to a higher level of management by the following schedule:
Management Contacts: (email@example.com)
Support Manager: +254-723780754
NOC Manager: +254-722843356
Chief Technical Officer: +254-733500065
The SUPPORT HELPDESK is also responsible for alerting customers for any planned maintenance in services. INTERSAT will provide at least seven (7) days notice prior to a planned outage. A shorter notice period may apply in case of emergency maintenance requirements.
Special Investigation Request:
If a customer is not satisfied with a particular clearance from SUPPORT HELPDESK, or for any reason suspects that the problem is not entirely resolved and requires a more in-depth investigation, the customer can request a special report. Such request should be addressed in writing to the Support Manager, who will acknowledge the receipt and provide a tentative time-frame within which the requested report can be made available.
Quality of service provided:
The operational parameters valid for the satellite link, when equipment on customer’s side is within INTERSAT’s specifications, are:
Network Availability Formula:
[(Total minutes of Service network downtime) ÷ (Total minutes in the Service month)]
Network Availability is measured from the ingress interface up to, but not including, the egress interface at the Teleport network.
Service Level Agreement Remedy:
No SLA’s will be applicable if the CPE/VSAT equipment,
SLA Credit Table
|Target||5% Credit||10% Credit||25% Credit|
|Network Availability||99.5%||99.49% - 94.5%||94.49% - 91%||<90.99%|
Neither Party shall lose any rights hereunder or be liable to the other party for damages or losses, on account of failure of performance by the defaulting party if the failure is the result of an Act of God (e.g., fire, flood, inclement weather, epidemic, or earthquake); war or act of terrorism, including chemical or biological warfare, embargo; governmental acts, orders, or restrictions; and the defaulting party has exercised all reasonable efforts to avoid or remedy such force majeure. The defaulting Party must provide written notice of the force majeure event to the remaining Party within seven (7) business days of such event.
Governing Law and Compliance with Laws:
This Agreement shall be governed in its entirety by the Laws of the United Arab Emirates. This Agreement is subject to all applicable laws, statutes and regulations. It is the legal responsibility of the CUSTOMER to ensure compliance, including compliance of its sub-contractors if any, with these laws.
Any controversy, claim or dispute arising out of or relating to this Agreement, shall be settled solely and exclusively by binding arbitration in the United Arab Emirates. All such controversies, claims or disputes shall be settled in this manner in lieu of any action at law or equity; provided however, that nothing in this subsection shall be construed as precluding the bringing an action for injunctive relief or other equitable relief.
Notices to INTERSAT shall be sent to:
Intersat Communication Services FZCO,
Suite E-102-1, Wing-E, Dubai Silicon Oasis, Dubai, UAE