Service Level Agreement
Our Service Level Agreement is at 99,5% (Link Wireless) and 99,9% (Link FO)
o Response Time : Maximum 1 hour upon network failure for On Site Support and 2 hours for on call support
o Resolution : Maximum 3 hours for Dedicated Disruption and Hardware failures
Preventive Maintenance
o Scheduled Preventive Maintenance will be notified 1 week before execution.
Availability is calculated based on the number of time available in a month. The calculation are as follows :
o Monthly Availability (%) = 100% – [(Total down time in a month) /
(Total Time Available in a month) x 100%]
When Availability falls below 99,5% (Link Wireless) or 99,9% (Link FO), Quantum will perform restitution based on the following calculations :
o Amount of Restitution (Rp) = Rp (Time unavailable / Total available) X (Subscription Cost) (Rp/USD)
Dedicated connectivity will be delivered via Radio and / or Fiber Optics as per customer request
Our Service Level Agreement is at 99,5% (Link Wireless) and 99,9% (Link FO)
o Response Time : Maximum 1 hour upon network failure for On Site Support and 2 hours for on call support
o Resolution : Maximum 3 hours for Dedicated Disruption and Hardware failures
Preventive Maintenance
o Scheduled Preventive Maintenance will be notified 1 week before execution.
Availability is calculated based on the number of time available in a month. The calculation are as follows :
o Monthly Availability (%) = 100% – [(Total down time in a month) /
(Total Time Available in a month) x 100%]
When Availability falls below 99,5% (Link Wireless) or 99,9% (Link FO), Quantum will perform restitution based on the following calculations :
o Amount of Restitution (Rp) = Rp (Time unavailable / Total available) X (Subscription Cost) (Rp/USD)
Dedicated connectivity will be delivered via Radio and / or Fiber Optics as per customer request
