Signal Technologies Inc Service Level Agreement (SLA)

1. Agreement Overview

This Service Level Agreement ("SLA") defines the levels of service expected from Signal Technologies Inc. ("Provider") by all Customers ("Customer") receiving internet and managed network services. This SLA remains valid until superseded by a revised agreement mutually endorsed by both parties.

2. Goals & Objectives

1. To establish clear service expectations, roles, and responsibilities;
2. To provide measurable service delivery benchmarks;
3. To promote mutual accountability and improve service communication;

3. Stakeholders

1. Service Provider: Signal Technologies Inc.
2. Customers: All commercial and residential customers of Signal Technologies.

4. Review and Amendment

This SLA is reviewed bi-annually. Revisions require agreement from both parties.

5. Service Agreement

1. Service Scope
1. Broadband Internet Access (via satellite, terrestrial wireless, or fiber)
2. 24/7/365 Monitoring
3. Managed Services: Installation, maintenance, remote support, and health checks
4. On-site technical assistance (scheduling may vary by location)
1. Customer Responsibilities
2. Timely payment for all subscribed services
3. Reasonable availability during troubleshooting or on-site service
4. Proper maintenance and care of service equipment
1. Provider Responsibilities
2. Ensure uptime, performance, and prompt response to incidents
3. Provide advance notice of scheduled maintenance
4. Offer technical support per defined channels and hours
1. Service Assumptions
2. All changes and maintenance will be communicated in advance

6. Service Management

1. Availability & Incident Management
1. Phone Support: Mon-Fri, 9:00 AM to 5:00 PM (GMT)
2. After-Hours: Critical issues routed to on-call technician
3. Email & Ticketing: helpdesk@signal231.com
4. WhatsApp & Hotline: +231 887 16 2464
1. Service Request Priorities
1. High Priority: Response within 8 business hours
2. Medium Priority: Within 48 hours
3. Low Priority: Within 5 working days
1. Maintenance
1. Planned: Minimum 5 days' notice, conducted during low-usage hours (10:00 PM - 4:00 AM UTC)
2. Unplanned: Emergency maintenance limited to a 2-hour service impact per month where feasible
1. Security
1. Customers are expected to use appropriate cybersecurity tools. Signal Technologies may suspend service if a customer’s network poses a security threat.

7. For all support requests, customers must use the following official channels:

1. Email: helpdesk@signal231.com;
2. WhatsApp/Call: +231 887 16 2464;

Signal Technologies is committed to delivering high-reliability connectivity solutions across Liberia and beyond. This SLA supports our promise of consistent, responsive, and secure services to every customer.