1. About These Service Level Agreements
This page publishes the current AMVIA Limited Service Level Agreements ("SLAs"). Each SLA sets out the service levels that apply to the corresponding AMVIA service and is provided as a PDF document below.
Where a customer's Master Services Agreement, order form or statement of work refers to AMVIA's Service Level Agreements, it refers to the documents published on this page. The PDF documents are the definitive versions; the current version of each SLA is the one available here at any given time.
2. Support SLA
The Support SLA sets out the service levels that apply to AMVIA's support services, including how incidents and requests are handled and the response commitments that apply.
3. Leased Line SLA
The Leased Line SLA sets out the service levels that apply to AMVIA's dedicated connectivity (leased line) services, including availability and fault-handling commitments.
4. Voice Services SLA
The Voice Services SLA sets out the service levels that apply to AMVIA's voice services, including hosted telephony.
5. Firewall Management SLA
The Firewall Management SLA sets out the service levels that apply to AMVIA's managed firewall service.
6. Versions and Updates
AMVIA may update these SLAs from time to time. The version of each SLA in force is the current version published on this page. Superseded versions are available on request.
If you have any questions about how an SLA applies to your services, contact your account manager or our team via the contact page.