Service Level Agreement (SLA) Framework
Baltic Broadband Limited operates a resilient, carrier-grade data transit network optimised for high-capacity corporate demands. This Service Level Agreement (SLA) Framework defines our standard operational performance boundaries, fault classification structures, and engineering intervention timelines. Individual service metrics, specific credit ratios, and maximum liability caps are explicitly governed by the customer's executed Service Order Form and Master Services Agreement (MSA).
📋 OPERATIONAL CORE: This framework outlines our general engineering delivery targets. All compensation schedules, custom uptime guarantees, and individual credit parameters remain private agreements locked strictly within the signed commercial schedule matching your circuit asset ID.
1. Target Service Availability Tiers
Our core infrastructure uptime guarantees are categorised by active connection architecture. Availability is measured over each calendar month and excludes planned maintenance windows communicated in advance by our Network Operations Centre (NOC).
Baltic Bulletproof Connection
Always-On premium architecture utilising fully independent, geographically diverse dual routing paths with automated instantaneous failover configurations.
Target Fix Window: Near-Instant Failover
Dedicated Internet Access (DIA)
Standard full-tier fibre leased lines utilising dedicated, un-contended symmetrical active routing nodes across a single delivery path.
Target Fix Window: 4 Clock Hours
Mini Leased Lines
Contended or hybrid-delivery enterprise circuits optimised for mid-market commercial operations and scaling businesses.
Target Fix Window: 6 Clock Hours
2. Fault Categorisation & Target Timelines
When a network event is reported to our 24/7 technical helpdesk, the engineering team will diagnose the telemetry data and log the incident under one of the three standard priority vectors:
| Severity Level | Operational Definition | Response Target | Resolution Target |
|---|---|---|---|
| Priority 1 (P1) Total Service Outage |
Complete loss of data throughput across the circuit layer with zero packet transit capacity. For Bulletproof products, this requires the simultaneous failure of both diverse paths. | < 15 Minutes | 4 - 6 Hours (By Circuit Tier) |
| Priority 2 (P2) Degraded Performance |
The service remains active but exhibits severe packet loss (>5%), sustained latency doubling baseline thresholds, or intermittent link flapping. | < 1 Hour | 8 Hours |
| Priority 3 (P3) Minor Operational Inquiry |
Non-service-affecting issues, standard IP routing allocation requests, administrative account modifications, or general technical queries. | < 4 Hours | 24 Hours |
3. Service Credit Principles
Should active network availability dip beneath the targeted baseline tier during a calendar month, the Customer may apply for a Service Credit subject to the following strict operational guardrails:
- Mandatory Logging Protocol: The measurement of a service interruption begins strictly at the timestamp a formal technical ticket is acknowledged by the Baltic NOC. Retroactive downtime claims without a corresponding engineering ticket ID will not be validated.
- The Dual-Path Diversity Rule: For Baltic Bulletproof connections, a qualifying service outage occurs strictly if both independent routing links fail concurrently. If one path drops but traffic continues to pass uninterrupted over the secondary diverse backup path, the connection remains fully compliant with the 100% availability standard.
- Credit Claim Process: Any request for financial adjustment must be submitted via the Commercial Dispute Resolution portal within thirty (30) days of the initial incident log. Claims made past this temporal boundary are contractually waived.
- Exclusion Parameters: Service credits will not apply if the outage or performance drop is caused by customer-side hardware failures, internal LAN configurations, power disruptions at the premises, force majeure events, or tail-circuit adjustments executed by third-party wholesale backhaul operators.
- The Non-Withholding Rule: As mandated by Section 2.3 of the MSA, the processing of a pending SLA credit review does not grant the Customer the right to deduct funds from monthly invoices or halt scheduled Direct Debit mandates. Approved credits are applied exclusively as deductions against future billing cycles.
4. Chronic Failure Escalation
In the highly improbable event that a circuit experiences three (3) distinct P1 outages within a rolling 90-day cycle, the case file will automatically bypass standard support tiers and drop directly to our Executive Director Triage loop. This initiates a mandatory corporate infrastructure review to engineer a definitive physical routing resolution framework.