This document contains a description of Barmedas.Com Ltd Service Level Agreement as well as fault reporting and escalation procedures for Corporate Customers for Passive / Semi-Passive Optical Links provided by Barmedas.Com Ltd through its Fiber Optic Infrastructure.
50 Mbps Dedicated has been provided and delivered to the server room at –
– Primary Link: Fiber Optic Network
– Backup Link: Wireless Network
This document can only be updated after mutual agreement between [CLIENT NAME] (herein as “The Customer”) and BARMEDAS (herein as Barmedas.Com Ltd) periodically to account for changes in technology, procedures, service offering, pricing structure, and Licensing & Law requirements.
The Customer is required to report service-specific problems to BARMEDAS Support. BARMEDAS Support will generate a trouble ticket and begin to work towards problem resolution. Customers may escalate within the BARMEDAS operations group if there are further questions or perceived issues.
Support Desk is available 24×7 for first and second-level diagnostics and maintenance. Specialized engineering expertise is available during normal Tanzania working hours:
Any fault notified by the customer that cannot be solved at once shall be subject to the following feedback and escalation procedure for High Priority Critical Failures (e.g., Fiber cut established by OTDR):
1. Initial Feedback: Within 1 hour of notification, BARMEDAS will inform the customer regarding immediate remedial actions.
2. Status Reports: BARMEDAS will issue a status report every 2 hours if the malfunction persists.
3. Resolution Target: BARMEDAS will make best efforts to rectify faults within 12 hours of the report.
BARMEDAS guarantees the following performance metrics for the Optical Fiber Link:
– Latency: Maximum 50ms (Tanzania Domestic) / 250ms (International).
– Packet Loss: Less than 1% per month.
– Availability: 99.9% availability per calendar month.
A “Service Outage” is an event where the customer is unable to transmit or receive IP packets via the BARMEDAS network. Outages do not include:• Problems arising within the Customer’s internal LAN.
• Failure of Customer-provided equipment.
• Scheduled maintenance (notified 24 hours in advance).
• Force Majeure events or predicted meteorological disturbances.
If availability falls below 99.9%, credits will be granted equivalent to the duration of the outage hours, computed on the subsequent month’s bill. No credit will be given for outages not reported within twelve (12) hours.
This agreement is valid for one (1) year from the date of commissioning. It will be extended automatically unless terminated by either party.
Either party may terminate this agreement by giving thirty (30) days written notice. If the Customer terminates before the expiry of the primary term, BARMEDAS may charge a penalty to recover infrastructure investment.
His agreement may be executed in counterparts. The parties hereto have executed and delivered this Agreement as of the date and year written below
