Excitel reduces SLA to 4 hours for all fiber broadband users

Excitel today announced that it has reduced its SLA to 4 hours for all fiber broadband user complaints.

Excitel Improves SLA for Complaints

Under the new terms, all of the fiber broadband users will get a free day of internet on every 4 hours of no connectivity. According to the company, the SLA will create new standards for customer resolution. It also said that it will ensure a swift response to any internet outages that users may face.

Vivek Raina, Co-founder, and CEO, Excitel Broadband said, “we have introduced a 4-hour SLA promise to Excitel Fiber subscribers, which means that in case of a service disruption, we promise to resolve any type of issue in less than four hours. And if in any case, we are not able to do that, we will provide an extra day of service free of cost to the customer- that is one free day for every 4 hours of service disruption."

Notably, last year, Excitel collaborated with Aprecomm AI. The collaboration will remotely analyze and troubleshoot their wireline connections by facilitating real-time monitoring and insights to improve the performance of the fixed network.

The SLA is built on the framework that once the user reports their internet is not working, the issue is promised to be resolved within 4 hours of registering the complaint. Also, if the connection remains inactive beyond the 4-hour threshold, the user will get one extra day of free broadband service.

The company added that the SLA will apply to all broadband fiber connections, and will apply only during working hours, that is, between 9 AM and 9 PM.