Service Level Agreement
Our commitment to delivering mission-critical connectivity. We hold ourselves completely accountable to these stringent performance and support metrics.
Enterprise ILL Performance Targets
Applicable to all Dedicated Internet Leased Line (ILL) and Managed SD-WAN connections.
99.99%
Network Uptime
Guaranteed continuous availability across our core routing infrastructure.
< 4 Hrs
MTTR
Mean Time To Resolve for hard-down fiber cuts or hardware failures.
< 50 ms
Round Trip Delay
Guaranteed latency to regional IXPs to ensure fluidic real-time application delivery.
< 0.5%
Packet Loss
Maximum allowable packet loss across the internal BeamConnect backbone.
SLA Parameters by Service Type
| Service Category | Uptime Guarantee | MTTR Target | Support Priority | Proactive Monitoring |
|---|---|---|---|---|
| Dedicated ILL (Enterprise) | 99.99% | 4 Hours | Highest (P1) | Yes (24x7 NOC) |
| Corporate Broadband | 99.5% | 8 Hours | High (P2) | Yes (Automated) |
| Residential Broadband & OTT | 99.0% | 24-48 Hours | Standard (P3) | No (Reactive) |
Incident Response Matrix
Our Network Operations Center (NOC) categorizes all incoming alerts and enterprise tickets based on strict severity definitions to ensure resources are dispatched efficiently.
Report an IncidentCritical Network Outage
Complete loss of service for Enterprise/ILL clients or core node failures.
Service Degradation
High packet loss, high latency, or intermittent connectivity issues affecting operations.
General Requests
Routing configuration requests, billing inquiries, or minor residential speed issues.
SLA Compensation Credits
In the highly unlikely event that BeamConnect fails to meet the guaranteed 99.99% uptime for Enterprise ILL services during a given billing month, the customer is eligible to request a pro-rated service credit.
- 99.9% to 99.5%: 1 Day Pro-rated Credit
- 99.4% to 99.0%: 3 Days Pro-rated Credit
- Below 99.0%: 7 Days Pro-rated Credit
Note: Credit requests must be submitted to the billing department within 7 business days of the incident.
SLA Exclusions
The uptime calculation and MTTR guarantees do not apply to service interruptions caused by the following events:
- Scheduled network maintenance (customers are notified 48 hours prior).
- Customer Premises Equipment (CPE) failure (e.g., faulty user routers/switches not managed by BeamConnect).
- Force Majeure events (natural disasters, extreme weather, widespread regional power grid failures).
- Third-party terrestrial fiber cuts outside of BeamConnect's direct infrastructure footprint.