What is Barmeda’s standard uptime guarantee for Dedicated Internet?
We provide a stringent 99.9% availability guarantee per calendar month for our Passive /
Semi-Passive Optical Fiber Links. This ensures maximum operational uptime for our corporate
clients.
What happens if the primary fiber link fails?
To ensure business continuity, our standard SLA recommends to include a Wireless Network
Backup Link. In the event of a primary Fiber Optic Network failure, traffic is seamlessly routed
through the backup wireless link while our engineers rectify the primary connection
Am I eligible for compensation during a service outage?
Yes. If our service availability falls below the guaranteed 99.9% threshold (calculated based
on 730 hours per month), we grant Service Outage Credits. These credits are equivalent to the
duration of the outage hours and are applied to your subsequent month’s bill. Note: Outages
must be reported within the first twelve (12) hours to qualify for credits.
What constitutes a ”Service Outage”?
A Service Outage is an event measured by our Network Operations Center (using OTDR and
Optical Power Meters) where the client is completely unable to transmit or receive IP packets.
It excludes downtime caused by the customer’s internal Local Area Network (LAN), customerowned equipment failures, scheduled maintenance (notified 24 hours in advance), or Force Majeure events.
How quickly will my technical issues be addressed?
For a High Priority Critical Failure (such as a fiber cut):
– Within 1 Hour: You will be informed of the immediate remedial actions being taken.
– Every 2 Hours: A status report will be issued if the malfunction persists.
– Within 12 Hours: This is our target rectification time for complete restoration, depending
on the severity and physical nature of the fault.
What are your technical support working hours?
Our Control Room operates 24/7/365 to handle first-level diagnostics, network monitoring, and emergencies. Specialized on-site engineering expertise is available during standard
Tanzanian working hours:
– Monday to Friday: 08:00 hrs to 17:00 hrs
– Saturday: 08:00 hrs to 13:00 hrs
Immediately send an email to tripleplay@barmeda.tz detailing your Company Name, Link
Location, and symptoms of the problem. For urgent matters, follow up with an SMS or whatsapp
to our 24/7 Control Room at +255 684 111555.
What is the Escalation Matrix if my issue isn’t resolved?
We have a strict 4-tier escalation protocol:
1. 1st Level: Customer Service (+255 693 915719)
2. 2nd Level: Technical Support (+255 685 453047)
3. 3rd Level: 24/7 Control Room (+255 684 111555)
4. Management Level: Managing Director (+255 713 991155)
Where does Barmeda’s responsibility end and the client’s begin?
Our service demarcation point ends strictly at the Ethernet port of the Media Access Converter (MAC) or equivalent Barmeda-provided device located in your server room. Any configuration, routing, or hardware distribution beyond that port (inside your local LAN) is the responsibility of the client, unless a Managed IT contract is in place.
Does Barmeda offer services beyond internet connectivity?
Yes. We are a single-stop provider for large-scale, turnkey ICT projects. Beyond core Fiber
Infrastructure, we specialize in:
– Enterprise-grade IP Networks and Automation.
– Nationwide distribution and installation of Surveillance & Security Systems.
– TV Broadcasting and Media Distribution.
– Authorized electronics servicing (e.g., Samsung Full-Service Centre).
What performance targets can I expect on my Dedicated Internet line?
We engineer our networks to maintain a latency of Maximum 50ms for domestic Tanzanian
routing and 250ms for international routing. Packet loss is strictly monitored and maintained at less than 1% per calendar month.
