This page explains, in plain terms, what Navneet's Service Level Agreement (SLA) covers for connectivity services that carry a contractual uptime commitment -- primarily the Dedicated Leased Line (ILL) tier. Exact figures for your connection are set out in your signed service order; where the two differ, the service order governs.
1. Uptime commitment
Our Dedicated Leased Line tier carries a 99.9% monthly uptime commitment. In practical terms, 99.9% uptime allows for roughly 43 minutes of unplanned downtime per month. This is a contractual target with service credits attached (below), not a claim of zero outages.
2. Mean Time to Restore (MTTR)
MTTR is the average time from when a fault is reported (or detected by our monitoring) to when service is restored. Published MTTR targets vary by tier -- for example, a 4-hour MTTR target applies to the Office Standard broadband tier, referenced elsewhere on this site. Actual restoration time depends on the fault type; issues requiring a field visit or a third-party carrier's involvement (e.g. a cut fiber outside our network boundary) may take longer, and are communicated to the customer as they're diagnosed.
3. Service credits
Where a signed service order includes a contractual SLA and that SLA is not met in a given billing month, the customer may be entitled to a service credit against the following month's invoice. To request one:
- Contact our support desk (+91 93282 11955 or info@navneetinternet.com) within 15 days of the end of the affected billing month.
- Include your account/circuit ID and the dates/times of the outage(s), if known -- our NOC monitoring records are also used to verify downtime.
- We will confirm the measured uptime for that month and apply any credit due per your service order's credit schedule.
4. What's excluded from the SLA
The following do not count against the uptime commitment:
- Scheduled maintenance windows communicated to the customer in advance.
- Force majeure events outside Navneet's reasonable control (natural disasters, government action, widespread power outages, etc.).
- Customer-side issues -- faults in customer-owned routers, firewalls, internal cabling, or LAN equipment beyond the demarcation point.
- Third-party circuit segments not carried on Navneet's own network, where explicitly identified as such in the service order.
5. Monitoring & escalation
Circuits on SLA-backed tiers are monitored continuously by our NOC (Network Operations Centre) for optical power levels, packet loss, and jitter, so that many faults are identified and escalated to a field engineer before the customer notices an impact. Customers can also report an issue at any time via phone, email, or WhatsApp for direct engineer escalation.
6. Definitions
- Uptime %: the percentage of a billing month the service was available, excluding the exclusions above.
- Downtime: continuous unavailability of the service, measured from Navneet's monitoring systems or a verified customer report.
- Scheduled Maintenance Window: a planned, advance-notified period during which service may be briefly interrupted for network upgrades or repairs.
For the full contractual SLA terms specific to your service, refer to your signed service order or contact our team.