Pacific Wireless provides a reliable high quality and available network service and backs this up with six levels of Guarantees that provide compensation if we fail to achieve these levels. These Guarantees are unique and meaningful for customers who require first class service.

	Service Guarantee Types		Description
	Service Availability		The availability of the service
	Response Times		The time taken to answer a call and respond with a progress report
	Restoration Times		The time taken to restore a fault
	Network Latency		The time taken for a packet to make a trip across the network
	Network Packet Loss		The difference between the number of packets sent and the number received
	Installation Time		The time taken for new installation

Service Availability Guarantee

Pacific Wireless guarantees that the service will have an availability of not less than 99.95% full operational functionality per month. When we are responsible for the failure to meet these service levels, compensation can be claimed.

Response Time Guarantee

Fault Logging
Pacific Wireless guarantees to answer a telephone call within 1 minute to receive a fault log during Business Hours and within 1 hour for times outside Business Hours.
Fault Response
Pacific Wireless guarantees to respond with a progress report for any fault logged within 1 hour during Business Hours and within 2 hours for times outside Business Hours. When we are responsible for the failure to meet this service level, compensation can be claimed.

Restoration Time Guarantee

Pacific Wireless guarantees to rectify the fault within 4 daylight hours for Service Availability. When we are responsible for the failure to meet this service level, compensation can be claimed.

Network Latency Guarantee

Pacific Wireless guarantees that Network Latency will not exceed 49mS. Latency is measured in any eight-hour period during a month and defined as the average of the times taken for packets to make a one-way trip from any point to any point on the network. When we are responsible for the failure to meet this service level, compensation can be claimed.

Packet Loss Guarantee

Pacific Wireless guarantees that Packet Loss will not exceed 1%. This is measured in any eight-hour period during a month and is the difference between the number of packets sent and the number received as sent from any point to any point on the network. When we are responsible for the failure to meet this service level, compensation can be claimed.

Installation Guarantee

Pacific Wireless guarantees that a new installation will be carried out within 21 days of issuing Order Acceptance. When we are responsible for the failure to meet this service level, compensation can be claimed.

This is a summary of our Service Level Guarantee which is available in full from C.O.N.S.O.L.E. for all customers and channel partners. Conditions apply.