1. Introduction

1.1 This SLA applies to MWITS internet, mobile, fibre, voice, and related services unless otherwise stated.

1.2 MWITS may update this SLA for technical, operational, or commercial reasons, provided changes do not materially disadvantage the customer.

2. Service Support

2.1 Support Availability

MWITS provides access to our Support Centre 24/7 for incident logging and service requests. All incidents are managed using industry best‑practice processes.

2.2 Contact Methods

Incidents may be logged via:

• Phone

• Email

• Automated monitoring alerts

2.3 Priority 1 & 2 Incidents

Must be reported by phone for immediate attention.

2.4 Ticketing

All incidents and service requests receive a unique ticket number.

Customer Responsibilities

Before reporting an incident, customers must take reasonable steps to ensure the issue is not caused by their own equipment or internal network.

Examples include:

• Rebooting equipment

• Checking LEDs and device status

• Running diagnostics

• Power cycling equipment

• Recording logs or traceroutes

• Noting recent changes

Customers must provide accurate information including:

• Customer name

• Service ID

• Contact details

• Description of the issue

• Diagnostics performed

• Site details and business hours

Incident Management

MWITS may charge fees if:

• The fault is caused by customer equipment

• The issue is within the customer’s internal network

• The customer has misused or damaged MWITS equipment

Incident Priority Levels

MWITS will use reasonable efforts to restore services within target timeframes.

Service Request Management

Service request priorities:

Escalation

If progress is unsatisfactory, customers may escalate using the MWITS escalation matrix provided at service activation.

Post‑Incident Reports

For P1 incidents, MWITS will provide:

• Draft report within 48 hours

• Full report within 5 business days

3. Service Availability & Rebates

3.1 Availability Targets

MWITS uses industry‑leading infrastructure. Availability targets are defined in the service tables.

3.2 Rebates

Rebates apply when:

• MWITS fails to meet a target

• The customer submits a claim within 5 business days

Rebates are applied as credits to the next invoice.

3.3 Exclusions

Rebates do not apply to:

• Customer equipment faults

• Scheduled maintenance

• Force majeure

• Third‑party outages

• Incorrect installation by customer

• Failure to report incidents promptly

4. Scheduled Maintenance

MWITS will provide notice for maintenance activities: