Service proposition and commercial offer

Service proposition and commercial offer

With Ooredoo SLAs, any non-compliance would make customer eligible to receive Service Credits. So as an example a First Class SLA framework for IP-VPN service delivery might look like this:

Service Domain SLA Parameter Applicability
Business Class First Class
Availability End to End Client Network Availability 99.0% 99.5%
Incident Management Average Response Time - All Faults 1 hour 30 minutes
Incident Management Average MTTR - P1 Incidents (within city limit) 8 hours 4 hours
Incident Management Average MTTR - P1 Incidents (outside city limit) 12 hours 8 hours
Incident Management Average MTTR - P2 Incidents 12 hour 8 hour
Reliability Average MTBF - 15 days
Performance Average Delay (Latency) - 50 ms
Performance Average Packet Loss - 0.5%