If customers assume that their service is an instance of SLA violation (compensation), they can send their request to Shatel via filling in SLA Request Form or by sending an email to voc@shatel.ir within one week after the occurrence of the problem. Undoubtedly, all requests will be reviewed and answered within a maximum of 5 working days.

You can refer to the speed test page on Shatel website to check the speed of your service. Also, the description of how to check the quality parameters of the ADSL service is available in Shatel Educational Content section and in Check ADSL Quality Parameters file.

The following chart shows the steps involved in reviewing and implementing requests that involve SLA violations:

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.