SERVICE LEVEL AGREEMENT (SLA)

1. Service Availability

Philibe wifi aims to provide a minimum network uptime of 99% on a monthly basis for business internet customers. Planned maintenance will be communicated in advance where possible.

2. Installation & Activation

New installations are typically completed within 24–72 hours after confirmation of payment and site survey, subject to network availability.

3. Support & Response Time

Reported service faults are acknowledged within 2 hours and resolved within 24 hours, depending on the nature of the issue.

4. Fair Usage Policy

Unlimited packages are subject to a Fair Usage Policy to ensure optimal performance for all users. Excessive or abusive usage may result in speed regulation.

5. Service Limitations

Service performance may be affected by factors beyond our control, including power outages, weather conditions, or third-party failures.

6. SLA Applicability

This SLA primarily applies to Business Internet packages. Home packages are provided on a best-effort basis.