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Colt IP Access Service Level Agreement: Everything You Need to Know

Colt Technology Services is one of the leading providers of network, voice, and data center services to businesses across Europe, Asia, and North America. Among its top-rated products is the Colt IP Access, a high-speed internet service that delivers stable, reliable, and secure connectivity to businesses.

To ensure the best possible performance of its IP Access service, Colt has put in place a Service Level Agreement (SLA) that outlines the quality of service standards and guarantees that customers can expect. Let`s dive into the details of the Colt IP Access SLA to understand what it covers and how it benefits customers.

What is the Colt IP Access Service Level Agreement?

The Colt IP Access SLA is a contract between Colt and its customers that outlines the quality of service standards and guarantees that the company commits to delivering. It defines the service level targets for network availability, latency, packet loss, and jitter, among others, and lays out the procedures that Colt follows to address any service issues.

As per the SLA, Colt guarantees that its IP Access service will be available 99.5% of the time during each calendar month, measured as an average across all customer sites. If Colt fails to meet this target, it will provide a service credit to the affected customers based on the duration of the outage.

The SLA also outlines the incident management process that Colt follows to resolve any issues reported by customers. It defines the response times for different categories of incidents, the escalation process, and the communication channels that Colt uses to keep customers informed of the status of their service requests.

What does the Colt IP Access SLA cover?

The Colt IP Access SLA covers the following service quality parameters:

1. Network availability: Colt guarantees that its IP Access service will be available 99.5% of the time during each calendar month for each customer site. If the service is unavailable for more than 0.5% of the time, Colt will provide a service credit to the affected customers based on the duration of the outage.

2. Latency: Colt commits to keeping the average round-trip delay for IP packets transmitted over its network to less than 45 milliseconds for each customer site.

3. Packet loss: Colt guarantees that the average packet loss rate for IP packets transmitted over its network will not exceed 0.5% for each customer site.

4. Jitter: Colt commits to keeping the average variation in packet delay for IP packets transmitted over its network to less than 20 milliseconds for each customer site.

5. Service credits: Colt will provide service credits to customers who experience a service outage that lasts longer than the guaranteed downtime. The credit amount is calculated based on the duration of the outage and the monthly recurring charge for the affected service.

What are the benefits of the Colt IP Access SLA?

The Colt IP Access SLA offers several benefits to customers, including:

1. Improved service quality: The SLA sets clear service quality standards that Colt must meet, ensuring that customers receive reliable and high-performance internet connectivity.

2. Service credit assurance: The SLA includes a service credit policy to compensate customers in case of any service outages, giving them assurance that Colt takes service disruptions seriously.

3. Incident management process: The SLA defines the incident management process that Colt follows to promptly address any service issues reported by customers, ensuring quick resolution and minimal disruption.

4. Transparency: The SLA is a transparent contract that outlines the service quality standards, response times, and escalation procedures that customers can expect from Colt, providing them with peace of mind.

Conclusion

The Colt IP Access SLA is a comprehensive contract that outlines the quality of service standards and guarantees that Colt commits to delivering to its customers. It covers key service quality parameters such as network availability, latency, packet loss, jitter, and service credits, among others, ensuring that customers receive high-performance internet connectivity with minimal disruption.

Through the SLA, customers can expect improved service quality, assurance of service credit, a clear incident management process, and transparency from Colt. If you`re considering Colt IP Access as your internet service provider, the SLA is a crucial factor to consider to ensure that your business stays connected with minimal interruptions.