Last Updated: October 3, 2026
1. Scope
This SLA applies to business and enterprise customers of Altora Telecoms (Pty) Ltd.
2. Uptime Commitment
We target 99.5% network availability measured monthly, excluding:
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Scheduled maintenance (notified 48 hours in advance).
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Load shedding (Eskom outages).
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Force majeure events.
3. Fault Reporting
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Address: 222 Smit Street, Braamfontein, Johannesburg, 2000
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Email: legal@altoratelecoms.co.za
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Phone: +27 (087) 821-3602
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Response Times:
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Critical (network down): 4 hours.
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Major (degraded service): 8 hours.
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Minor (single user): 24 hours.
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4. Remedies
If uptime targets are not met, customers may be eligible for service credits as specified in their service contract.
5. Exclusions
The SLA does not cover:
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Customer premises equipment (CPE) faults.
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Misconfiguration by the customer.
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Third-party network failures outside our control.