A service level agreement without figures in it is a brochure. Below are the commitments that attach to Boldnet dedicated services — what we undertake to deliver, how it is measured, what happens when we fall short, and what is excluded. Read it before you sign, and ask the same of anyone else you are considering.
Availability is measured monthly, per circuit, as the proportion of minutes in which the service is capable of passing traffic. Two tiers are offered; the tier that applies to your service is stated on your order form.
| Service tier | Availability | Maximum unavailability | Delivery |
|---|---|---|---|
| StandardSingle fibre path | 99.5% | 3 h 39 m per month | One dedicated fibre tail to the premises |
| ResilientDiverse dual path | 99.9% | 43 m per month | Two fibre tails over separate routes and, where available, separate access partners |
Measured as a monthly average between the Boldnet customer edge and the stated reference point, during periods when the service is available.
| Metric | Reference path | Commitment |
|---|---|---|
| Round-trip latency | Customer edge to Boldnet core, PAIX Accra | ≤ 10 ms |
| Round-trip latency | Boldnet core to Ghanaian networks reachable via local peering | ≤ 20 ms |
| Round-trip latency | Boldnet core to Western Europe | ≤ 170 ms |
| Packet loss | Within the Boldnet network | ≤ 0.1% |
| Jitter | Within the Boldnet network | ≤ 5 ms |
| Throughput | Customer edge, both directions | 100% of contracted rateDedicated services are uncontended and symmetrical. No oversubscription is applied. |
Faults are classified on receipt. Response time is measured from the moment a fault is logged with the Boldnet NOC. Restoration time excludes any period during which we are awaiting access, information or a decision from the customer.
| Priority | Definition | Response | Restoration target |
|---|---|---|---|
| P1Critical | Total loss of service, or loss affecting all users at a site | 15 min | 8 hoursMaximum 24 hours |
| P2Degraded | Service available but performing outside the thresholds above, or loss of a resilient path while the service remains up | 1 hour | 24 hours |
| P3Minor | Single-user issues, configuration requests, queries with no service impact | 4 hours | 5 working days |
The NOC is the single point of contact for all service-affecting issues. Every fault is assigned a reference number at the point of logging, and that reference is the basis of any subsequent service credit claim.
If a fault is not progressing, you do not need to wait for us to escalate it. Escalation contacts and timings are listed in your service schedule.
Where monthly availability falls below the committed level for your tier, a credit is applied against the monthly recurring charge for the affected circuit.
| Measured availability | Credit |
|---|---|
| Below commitment, but at or above 99.0% | 5% of monthly charge |
| Below 99.0%, but at or above 98.0% | 10% of monthly charge |
| Below 98.0%, but at or above 95.0% | 25% of monthly charge |
| Below 95.0% | 50% of monthly charge |
Every SLA has exclusions. Ours are listed here rather than buried, because a customer who discovers them during an outage is a customer we have already lost.
Maintenance is notified at least five working days in advance and carried out inside the standard window of 00:00 to 05:00 GMT. Time within a notified window is excluded from availability calculations.
Emergency maintenance, where required to preserve service integrity, is notified as far ahead as circumstances permit and is likewise excluded.
Every customer circuit is polled continuously from the Boldnet NOC. Availability, latency, loss and utilisation are recorded and retained, and form the basis of both our reporting and any credit calculation.
Dedicated service customers receive a monthly performance report showing measured availability against commitment, latency and loss trends, utilisation, and a summary of any faults raised during the period.
Tell us what your operation needs and we will show you which tier fits, and what it costs.
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