Premium SMB Service Level Agreement (“SLA”)

Last Modified: 28-09-2026

During the term of the agreement under which AKTEL Fiber has agreed to provide AKTEL Fiber Business Services to you (“Agreement”), the Covered Service will provide a Monthly Uptime Percentage to you of 99.9% (the “Service Level Guarantee”). The terms of this SLA are incorporated into the Agreement. If AKTEL Fiber does not meet the Service Level Guarantee, you will be eligible to receive the SLA Credits described below. This SLA states your sole and exclusive remedy for any failure by AKTEL Fiber to meet the Service Level Guarantee.

Definitions

The following definitions apply to the SLA:

“Covered Service” means an AKTEL Fiber Business Service to which this SLA applies, as indicated to you during the sign-up process (if you are a new customer), or in the customer portal at customer.aktelfiber.in (if you are an existing customer).
“Downtime” means a Covered Service outage associated with your connection to the AKTEL Fiber network such that the Covered Service is unusable due to a total loss of signal after completion of construction and installation of the Covered Service.
“Monthly Recurring Charge” means the recurring charges for the Covered Service as specified in your invoice, and excludes GST and any other taxes, surcharges, or fees assessed by or required by applicable law to be remitted to any central, state, or local governmental entity or its agent.
“Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Downtime in a month, divided by the total number of minutes in a month.
“Service Credit” means any financial credit (other than SLA Credits) AKTEL Fiber provides to you under the Agreement.
“SLA Credit” means the credit set out in the table below.

Monthly Uptime Percentage	Percentage of Monthly Recurring Charge credited
< 99.9%	25%

Reporting

During the term of the Agreement, AKTEL Fiber will provide monthly internet uptime reports to you, available through the customer portal at customer.aktelfiber.in, describing AKTEL Fiber’s performance with respect to the Service Level Guarantee.

SLA Credit Procedures

If AKTEL Fiber determines in its sole discretion that you are eligible to receive an SLA Credit, AKTEL Fiber will automatically apply the SLA Credit to your invoice for the second billing cycle following the month in which AKTEL Fiber did not meet the Service Level Guarantee.

Maximum Credits

The aggregate maximum number of SLA Credits to be issued by AKTEL Fiber to you in a single billing month will not exceed 25% of the Monthly Recurring Charge for the applicable month. The aggregate maximum number of credits (i.e., SLA Credits plus Service Credits) to be issued by AKTEL Fiber to you in a single billing month will not exceed 100% of the Monthly Recurring Charge for the applicable month.

Scheduled Maintenance

AKTEL Fiber will provide you with at least 72 hours’ prior notice of scheduled maintenance, through the customer portal, email, or SMS to your registered mobile number.

SLA Exclusions

The SLA does not apply to Downtime that resulted from: (a) scheduled maintenance events; (b) your acts or omissions, including abuses or other behaviors that violate the Agreement; (c) your software or hardware or third-party software or hardware, or both; (d) updates or configuration changes to equipment provided by AKTEL Fiber; or (e) factors outside of AKTEL Fiber’s reasonable control, including commercial power outages.

The SLA does not apply to any month where (x) you subscribed to the Covered Service for less than the full calendar month, or (y) you or AKTEL Fiber suspended your receipt of the Covered Service at any point during such month.

Contact Us

Support: +91-7320891553 · Email: support@aktelfiber.com · aktelfiber.com / aktelfiber.in