SLA (Service Level Agreement) is a part of any service contract that describes the level of the agreed service.

Undoubtedly, providing the best possible service and winning customer satisfaction has always been one of the most important policies of Shatel Group of Companies, and a comprehensive effort has been undertaken to achieve this goal.

In order to achieve this goal and ensure customer satisfaction, the provision of services to them, in accordance with the criteria set out in the Resolution of Meeting No. 177 of Communications Regulatory Commission, includes Service Level Agreement (SLA). The parameters of this agreement with a brief explanation of each are given in the table below and in the following lines:

Parameter Description	Rate
Parameter a to calculate the maximum allowable PLR	%3
Parameter b to calculate the maximum allowable delay (Latency)	130 milliseconds
Parameter c to calculate the guaranteed bandwidth (CIR)	0.125
Parameter c to calculate the guaranteed bandwidth (CIR)	72 Hours

Packet Loss Ratio (PLR):
Refers to the average loss of IP packets over the service provider’s network, and is measured by sending 100-byte ICMP packets and to 1000 service user access ports up to the endpoint within the service provider’s network, based on the average Ping Test sampling in one hour or on the basis of other standard methods that the organization will announce.

Latency:
The average time it takes for an IP packet in the service provider’s network to travel from the service user port to the endpoint of the service provider’s network. This parameter is calculated based on the average sampling over a time period or on the basis of other standard methods that the organization will announce.

Committed Information Rate (CIR):
The minimum bandwidth allocated to the user over a time period, which is the same one to eight contention ratio.

Mean Time to Restore or Repair (MTTR):
It represents the average time required to repair a failed service and to restore it based on the agreement between service provider and service user.
It should be noted that according to the Resolution mentioned above, Shatel Company ensures 98% network efficiency within the country (Bronze level).
It should be clarified that according to the laws passed by Communications Regulatory Authority, the following will not include SLA (Compensation) violations:

1. Cessations caused by any force majeure event like natural disasters. In this case, the reduction in the service quality is not subject to SLA violations.
2. Cessations resulted from user’s faulty equipment.
3. Cessations during downtime.
4. Cessations requested by the service user (such as relocation, internal network testing, etc.).
5. Cessations resulted from the breach of the terms and conditions or provisions of SLA by the user.
6. Cessations resulted from unpaid bills.
7. Cessations resulted from the issuance of decrees by the judicial or security authorities or other authorities of the country, in which case cessation of the service is not subject to payment of the agreed tariff.