1. Scope
This SLA applies to active, paying UrbanLink connectivity subscribers and covers the availability of the building gateway and the UrbanLink Network serving your unit or office. It is provided by UrbanLink Networks (Pty) Ltd and read together with our Terms & Conditions.
2. Uptime commitment
We target gateway uptime of at least 99.5% per calendar month. “Uptime” means the building gateway is able to pass traffic to the upstream network. Availability is measured per calendar month from our network-monitoring systems.
3. Service credits
If, in a calendar month, measured uptime falls below 99.5% (excluding the items in section 5), you may claim a credit against the affected month’s subscription fee:
| Measured monthly uptime | Service credit |
|---|---|
| Below 99.5% and at or above 99% | 10% of the month’s fee |
| Below 99% and at or above 95% | 25% of the month’s fee |
| Below 95% | 50% of the month’s fee |
The total credit in any single month is capped at 100% of that month’s subscription fee. Credits are applied to your next invoice and are not redeemable for cash. Service credits are your sole and exclusive remedy for failing to meet the uptime commitment.
4. How to claim a credit
Email [email protected] within 30 days of the end of the affected month, with your account details and the dates/times of the outage. We will verify against our monitoring records and apply any due credit to your next invoice.
5. Exclusions
The uptime commitment and credits do not apply to downtime caused by:
- scheduled or emergency maintenance for which we gave reasonable notice (see section 6);
- events beyond our reasonable control (force majeure) — including load-shedding/power failure beyond our backup capacity, fibre cuts, natural disasters, and acts of third parties;
- failures of upstream fibre network operators or internet providers outside our network;
- your own devices, equipment, software or in-unit wiring;
- inability to access the building or comms room to carry out repairs, where that is the building owner’s or your responsibility;
- suspension due to non-payment or breach of the Acceptable Use Policy.
6. Maintenance
We may carry out planned maintenance, ideally during low-usage hours, and will give reasonable advance notice where it is likely to affect you. Emergency maintenance to protect the security or integrity of the Network may be performed without notice.
7. Support & response targets
- Channels — WhatsApp and email. A person responds, not a bot.
- First response — we target a first response within 30 minutes between 08:00 and 22:00 (SAST). Issues logged outside these hours are picked up the next morning.
- Network faults — confirmed network issues are escalated immediately for resolution.
These are response targets and form part of our service commitment alongside the uptime credits above.
Questions about this document?
Contact UrbanLink Networks (Pty) Ltd, 10 Howick Street, Wierdapark, Centurion, 0157. Email [email protected] or call +27 12 006 5101. These terms are governed by the laws of the Republic of South Africa.