Service Level Agreement

1. “A” Type response, which qualifies a 2-hour reaction time, will be associated with the following type of faults.

2. “B” Type response-A variable of 2 to 4 hours reaction time will be associated with the following type of fault.

3. “C” Type response-within 8 hours, which will be associated with the following type of faults.

4. Response hours are weekly between 8h00 and 17h00