Service Level Agreements

We back the quality of the service provided to our operators and customers through service level agreements (SLA). Our Management Center ensures strict compliance with all service agreements and analyzes the network’s performance and that of its customers to prevent any deterioration in the quality of service.

Data and communication networks have become an important asset for companies, since many critical business processes rely on them. This is why companies select the telecommunications operator who offers the best security, reliability, availability, quality service and network management capacity.

The service level agreement Promigas Telecomunicaciones signs with its customers define responsibilities, as well as the type and extent of compensation required in the event those obligations are not met. However, compensation is not the only reason for a SLA, as it surely would be insufficient to offset the impact caused by the time and problem of having a network off line. By establishing reasonable expectations for service, a SLA reduces the possibility of conflicts with customers.

To contribute to the quality of service, SLAs cover a series of elements such as:

Availability
Connection times
Costs
Customer service
Average response time
Average malfunction repair time
Scaling levels
Average time between malfunctions
End-to-end performance measures
Compensation

It is important to ensure our services are delivered as agreed. However, when difficulties arise, we are able to diagnose and resolve problems quickly to minimize the impact on our customers. We have management tools and trained personnel to support service level planning, monitoring and assurance, and to identify problems and provide solutions.