Service Level Agreement
e|net provide industry leading support backed by a world-class Service Level Agreement (SLA). e|net's standard offering provides a management service with 24/7 coverage from our Networks Operations Centre in Limerick.
e|net's SLA to authorised operators is summarised in the following table:
| Process | Target |
| Acknowledge request for service | 1 working day |
| Respond with a survey date and budget cost of circuit | 3 working days from request acknowledgement |
| Maximum time from order acknowledgement to site survey | 5 working days |
| Maximum time for production of detailed quote after site survey | 10 working days |
| Maximum time for installation and commissioning | 5 working days standard. Due date for non-standard |
Click here to download the full SLA agreement.
e|net will deliver the following maintenance service levels:
- Network Availability 99.999% (for diverse services)
- Within 2 Hour Fault Response
- Within 4 hour Commence to Repair
e|net's commitment is to allow authorised operators deliver unrivalled customer service to our clients. All of these targets have the support of a penelty and credit schedule in favour of the customer as standard.
e|nets Service Level Agreements are available to all Authorised Operators on an open basis.
To see our archived SLA, then please click here.
