Are there service-level agreements (SLAs) for businesses?

 Yes, Airwire Broadband offers Service-Level Agreements (SLAs) for business customers, especially those subscribed to enterprise-grade or dedicated internet services. An SLA is a formal contract that outlines the performance standards, uptime guarantees, and response times that Airwire commits to for your business connection — ensuring a reliable and professional level of service.

                                  

What Is an SLA?

A Service-Level Agreement (SLA) is a documented commitment between Airwire and your business that defines the expected quality of service. It typically includes:

  • Guaranteed uptime (network availability)

  • Maximum response and resolution times for support issues

  • Compensation or service credits in the event of failure to meet standards

  • Monitoring and reporting provisions

SLAs are particularly important for businesses that rely on internet access for core operations, including e-commerce, VoIP, remote work, or cloud-based services.

Key Features of Airwire’s Business SLAs

While the exact terms can vary depending on the package or service tier, here are some typical features offered in Airwire’s business SLAs:

1. Uptime Guarantee

  • Airwire often offers a 99.9% or higher network uptime guarantee for business-grade connections.

  • This translates to less than 45 minutes of unplanned downtime per month.

2. Priority Technical Support

  • Businesses with an SLA receive priority access to Airwire's technical support team.

  • This includes faster response times (e.g., within 1–4 hours depending on the severity of the issue).

3. Response and Resolution Timeframes

  • Clear commitments are made regarding how quickly Airwire will respond to and resolve issues.

  • For example:

    • Critical issues (full service outage): Response within 1 hour, resolution within 4–6 hours.

    • High-priority issues (partial outage): Response within 2 hours, resolution within 8–12 hours.

4. 24/7 Network Monitoring

  • Airwire typically provides around-the-clock monitoring of business connections to proactively detect and resolve issues before they affect your service.

5. Service Credits

  • If Airwire fails to meet the terms of the SLA (e.g., repeated downtime), your business may be eligible for service credits or discounts as compensation.

How to Get an SLA for Your Business

To request or review an SLA:

  1. Contact Airwire’s Business Support Team to discuss your specific requirements.

  2. Choose a business-grade package that supports SLAs (e.g., dedicated fibre, leased line, or enhanced fixed wireless).

  3. Review and sign the SLA agreement outlining your custom terms.

SLAs are typically not available for standard residential packages, but Airwire can often upgrade or customize business solutions to meet your operational needs.

Why Businesses Choose Airwire SLAs

  • Reliability: A formal agreement gives peace of mind that your connection is monitored and protected.

  • Support: You receive faster, more dedicated technical assistance.

  • Accountability: Airwire is contractually committed to the service standards you’re paying for.

  • Custom Solutions: SLAs can be tailored to your industry — whether you run a retail business, office, healthcare clinic, or educational institution.

Summary

Yes, Airwire Broadband offers SLAs for business customers, providing guaranteed uptime, prioritized support, and formal accountability for service quality. If your operations depend on a reliable and professionally managed internet connection, an SLA is a smart investment.

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