Service Level Agreement

1. Service Availability

1.1 Uptime Calculation

Uptime is calculated as the percentage of time the network service is available and operational during each calendar month, excluding scheduled maintenance windows.

1.2 Scheduled Maintenance

• Maintenance windows are scheduled during off-peak hours (typically 1:00 AM - 5:00 AM PHT)
• Minimum 7 days advance notice for standard maintenance
• Minimum 14 days advance notice for major upgrades
• Emergency maintenance may be performed with shorter notice when required for security or stability

1.3 Exclusions

Uptime commitments exclude downtime caused by:

• Client-side infrastructure or connectivity issues
• Force majeure events (natural disasters, government actions, etc.)
• Issues with third-party services beyond our control
• Client-requested changes or testing
• Power failures at client premises (unless redundant power is part of the service)

2. Support Response Times

2.1 Support Channels

• 24/7 Emergency Hotline: +63 2 8540 2222 (P1 and P2 issues)
• Email Support: info@1ix.ph (All priority levels)
• Customer Portal: Available 24/7 for ticket submission and tracking
• Viber/Chat: Business hours for non-critical inquiries

2.2 Support Hours

3. Performance Metrics

3.1 Network Performance

• Latency: <50ms for intra-Philippines traffic (under normal conditions)
• Packet Loss: <0.1% under normal operating conditions
• Jitter: <10ms for standard traffic

3.2 Monitoring and Reporting

• 24/7 proactive network monitoring from our NOC
• Monthly performance reports provided to all clients
• Real-time dashboard access for enterprise clients
• Automated alerts for performance degradation or outages

4. Hardware and Equipment

4.1 Hardware Replacement

In the event of hardware failure:

• NCR (Metro Manila): 4-hour on-site response for critical failures
• Major Cities (Luzon): 8-hour on-site response
• Provincial Areas: Next business day response
• Advanced replacement units available for redundant configurations

4.2 Hardware Refresh

Network equipment is refreshed every 3-5 years as part of the NaaS subscription at no additional cost, ensuring clients always have current-generation hardware.

5. Software and Firmware

5.1 Updates and Patches

• Security patches applied within 72 hours of vendor release (critical vulnerabilities within 24 hours)
• Feature updates applied during scheduled maintenance windows
• Major version upgrades planned and coordinated with advance notice

5.2 Configuration Management

• Daily automated configuration backups
• Change management procedures for all configuration modifications
• Rollback capability for configuration changes

6. Service Credits

6.1 Credit Eligibility

If monthly uptime falls below the committed SLA level, clients are eligible for service credits:

6.2 Credit Request Process

• Credits must be requested within 30 days of the end of the affected billing period
• Submit credit requests via email to info@1ix.ph with incident details
• Credits are applied to the following month's invoice
• Credits are the sole remedy for SLA violations

7. Incident Management

7.1 Incident Response Process

1. Detection: Issues detected via monitoring or client report
2. Acknowledgment: Immediate acknowledgment within SLA response time
3. Investigation: Root cause analysis and impact assessment
4. Remediation: Implementation of fix or workaround
5. Verification: Confirmation of service restoration
6. Post-Incident Review: Detailed report for critical incidents

7.2 Communication

• Regular status updates every 2 hours for critical incidents
• Email notifications for incident status changes
• Post-incident reports provided within 5 business days for P1/P2 incidents

8. Professional Services

8.1 Included Services

• Initial network design and architecture consultation
• Standard configuration changes (2 per month included)
• Quarterly network health reviews
• Access to technical documentation and knowledge base

8.2 Additional Services

Additional professional services available for separate fee:

• Advanced network optimization
• Custom integration projects
• On-site training and workshops
• Disaster recovery planning and testing

9. Disaster Recovery

9.1 Redundancy Options

• 1+1 Redundancy: Dual equipment with automatic failover
• Geographic Redundancy: Multi-site configurations available
• Link Redundancy: Multiple ISP/carrier connections

9.2 Backup and Recovery

• Configuration backups retained for 90 days
• Recovery Time Objective (RTO): 4 hours for critical systems
• Recovery Point Objective (RPO): Daily for configurations

10. Compliance and Security

10.1 Security Standards

• ISO 9001 certified quality management
• ISO 27001 compliance (in progress)
• Data Privacy Act (RA 10173) compliant
• Regular security audits and penetration testing

10.2 Data Handling

• Network traffic not inspected or logged unless required for troubleshooting
• Configuration data encrypted at rest and in transit
• Access controls and audit logging for all administrative actions

11. SLA Review and Updates

This SLA is reviewed annually and may be updated to reflect service improvements or industry best practices. Clients will be notified of any material changes at least 30 days in advance.

12. Contact Information

For SLA-related inquiries or to report service issues: