Service Level Agreement (SLA) is an option for users that allows them to determine the level of their service, and to claim compensation if the service does not meet the level requirements specified in the agreement.

SLA request page is the page where customers can report problems with the quality of their service and track the result through the same page.

If you suspect that the service you receive is a case of Service Level Agreement violation, you can complete and submit the following form to inform Shatel of the problem, and follow the case until the problem is resolved or you receive the compensation.

According to the regulations of Communication Regulatory Authority, the requests will be followed up if the problem has been reported to Shatel by contacting technical support or completing the following form in case of a decline in service quality.

For more information on the rules and regulations of Communication Regulatory Authority and the cases considered as SLA violations, you can refer to this page.

You can also view the steps of implementing this service in Shatel through this page.

Note: Dear subscriber; Please note that according to Resolution No.177 of Communication Regulatory Authority, the Service Level Agreement (SLA) is calculated on a solar month of 30 days basis.

You can also submit your request by visiting “Voice of the Customer” section on http://my.shatel.ir.
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