Field Support Service Level Agreement
We are committed to delivering exceptional field support services to our valued customers. This SLA outlines the terms and conditions for our services, including the response time, compensation, and customer responsibilities.
Benefits
1. Response Time
We strive to provide prompt support to all our customers. The response time for field support requests varies based on the internet package subscribed:
- For 350 Mbps and 250 Mbps internet connections, our field support service team will resolve the issue within 6 working hours from the time the request is received.
- For subscribers with internet speeds below 250 Mbps, our field support service team will resolve the issue within 12 working hours from the time the request is received.
2. Compensation
Our commitment to meeting the SLA is accompanied by compensation to ensure customer satisfaction. In the event that we fail to meet the 6-hour SLA for 350 Mbps and 250 Mbps connections, we offer double-day compensation. This means the delay beyond the 6 working hours SLA, we will provide two days of compensation to the affected customer.
For subscribers with internet speeds below 250 Mbps compensation days will be provided against affected days, if the delay is beyond 12 working hours SLA.
3. Customer Responsibilities
To facilitate a smooth support process, customers are expected to fulfill the following responsibilities:
- Provide accurate and detailed information when reporting a field support request.
- Grant our field support technicians access to the necessary equipment and areas required to perform the service.
- Cooperate with our technicians and provide any relevant information or assistance required to resolve the issue.
4. Exclusions
The following situations are not eligible for compensation under this SLA:
- Service disruptions caused by factors beyond our control, such as natural disasters, power outages, or acts of sabotage.
- Any delays brought on by a customer's absence, a call that can't be reached or isn't received at the customer's end, or any other delays that are outside the purview of CG NET.
5. Limitations
While we make every effort to meet the SLA, there may be unforeseen circumstances that can affect our ability to do so. These circumstances include, but are not limited to, technical complexities, or dependencies on third-party vendors. In such cases, we will work diligently to minimize delays and keep our customers informed of the progress.
6. Changes to SLA
We reserve the right to modify the terms and conditions of this SLA at any time. Any changes will be communicated to our customers in advance.
By utilizing our field support services, you acknowledge and agree to the terms and conditions outlined in this SLA. We are dedicated to providing efficient support and ensuring your satisfaction. If you have any questions or require further clarification, please do not hesitate to contact our customer support team.
Note : The reference to working hours in the terms and conditions above applies to 7 AM to 7 PM.
Contact-Us: 01-5970114
Toll-free No : 16600110013(NTC)/015970113
E-mail: info@cgnet.com.np