What we commit to, and how we run the network
The commitments in our SLA, who answers when something breaks, and how we tell you about planned work.
SLA commitments
Headline terms. The full SLA is part of every contract and of the due-diligence pack.
| Metric | Commitment | Service credit |
|---|---|---|
| Availability | 99.9%; up to 99.99% on protected circuits | 5% of the monthly fee for each 0.1% below target |
| Latency | Round-trip latency stated in your order | 10% of the monthly fee for each month it is missed |
| Time to repair (MTTR) | 4 hours on land; subsea repairs depend on the cable ship | 5% of the monthly fee for each extra 4 hours |
| Fault response | 1 hour | 5% of the monthly fee per breach |
Measured per circuit, per calendar month. Planned maintenance announced in advance is excluded.
When something breaks
Ticket
You email bo.finance@winmingit.com; we open a ticket and give you its number.
Engineer
An engineer works the fault and updates you every hour.
Escalation
The engineer on your fault first, the duty manager after 2 hours, the head of operations after 4 hours.
Reason for outage
You receive a written RFO within 5 business days.
Planned work and incidents
We announce planned work at least 10 business days in advance, with the circuits affected and the window.
During an incident we send updates to your nominated contacts by email until the service is restored.
SLA questions
Is latency part of the SLA?
Latency can be part of your SLA: we agree the commitment for each circuit and write it into the order.
How are service credits paid?
As a credit on your invoice. The amounts and how to claim them are set out in your SLA.
Do I get performance reports?
Yes. We agree in your order what the report covers — such as availability, latency and incidents per circuit — and how often you get it.
Check the routes, then the paperwork
Request latency for your route, or start your vendor review with the due-diligence pack.