Support Overview
Custom Network Solutions. Reliable Support. Affordable.
Your internal customers are counting on you to deliver.
You can count on Straitshot to help you meet your customers' expectations cost effectively. We seek long-term relationships with our customers and know they develop only when we design, deliver, and support the best solution for their needs.
At Straitshot we consistently deliver the highest levels of customer service throughout the life cycle of your network: implementation, problem management, and invoicing.
Network Implementation
Straitshot manages your network installation from start to finish - all the steps, all the pieces:
- Implementation planning sessions with your team
- Proactive order status communication during implementation
- Configuration and delivery of your router to your site
- On-site wiring and installation management
- Comprehensive network testing and performance validation
- Staff training preparation
Problem Management
When you need support, we take responsibility and own the issue until resolution. Our support team has the experts in every aspect of network provisioning and technical configurations to meet your support needs.- Straitshot proactively monitors all your sites 24 hours a day, 365 days a year.
- Customers have full visibility into our network monitoring tools.
- Our technical support team has the expertise and the relationships with our carrier suppliers to quickly resolve your support needs.
Invoicing
We provide clear, comprehensible invoices delivered by email or US mail, as you prefer. What you order is what you pay for - no surprises.
OVERVIEW
Straitshot Communications is committed to providing the most reliable, high-quality services to support our customers' business communications needs. Our intelligent private networking (IPN) services are delivered with various last-mile partners all referred to in this document as the "Company".
This service level agreement (SLA) is an attachment to the Master Service Agreement and sets forth the service level metrics and network performance targets for intelligent private networks (IPNs) utilizing SDSL, ADSL, IDSL, ISDN, and T1 services for last-mile connectivity.
DESCRIPTION OF SERVICES
Straitshot's access provides the End User with a private connection from the End User's premises to the Customer's IPN. Performance metrics apply to IPN Services only and do not apply to Internet usage.
Last-mile SDSL, ADSL, IDSL, ISDN, and T1 services are provided via one of Straitshot's partners from the End User's premises to the serving Central Office. This circuit is terminated at the End User's premises via customer premise equipment (CPE) either provided by or specified by Straitshot.
PERFORMANCE STANDARDS
| PERFORMANCE STANDARD | GUARANTEED TARGET |
| Network Availability | 99.999% |
| Guaranteed Data Rate (GDR) | 99% |
| Guaranteed Data Rate (GDR) ADSL | 70% |
| Average Packet Loss | <0.25% |
| Average Jitter | < ± 10 ms |
| Average Latency | 60 ms |
| Average Latency ADSL | 80 ms |
| Mean Time to Respond | 15 Minutes |
| Mean Time to Repair (MTTR) T1 | 4 Hours |
| Mean Time to Repair (MTTR) SDSL, Tier 1 cities | 4 Hours |
| Mean Time to Repair (MTTR) SDSL, non-Tier 1 cities | 24 Hours |
| Mean Time to Repair (MTTR) ADSL | 24 Hours |
| Mean Time to Repair (MTTR) IDSL and ISDN | 48 Hours |