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Service level agreement ( SLA )
SLA covers network connectivity, power supply continuity, emergency report, initial installation and commitment of each joint, as well as the warranty:
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- 99.9% network connectivity |
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- 99.99% power supply continuity rate |
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- 24h technical support service |
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- 24h machine room open |
SLA can forcibly guarantee that the client can enjoy the highest after-service support and maintenance of equipment. It can also guarantee all customer satisfaction objectives, the operational mechanism under the top industry standards in relation to power, information and telecommunication allows us to break out from numerous competitors.
Network connectivity warranty
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- "network connectivity" means the connection from Dnion ITSC to CHINANET. |
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- we guarantee our network system of 99.9% connectivity, that is out of connection time per month is less than 44 minutes. |
Warranty of electric power continuity
We guarantee electric power continuity for out network of 99.99% usability.
Warranty of initial installation and commissioning
We guarantee we can complete the installation and commissioning according to the schedule specified in the customer service agreement.
Warranty of emergency report
In case of customer equipment failure, we will response and take relevant action according to relevant program of Dnion Technology; meanwhile, we will notify the customers and provide the emergency report.
Customer service warranty
After service agreement is established between the customer and Dnion, the customer will receive detailed notification from the customer service representative of Dnion Technology. The Customer service representative will cooperate with the customer to complete the installation and commissioning according to the customer requirement. The customer will receive reports on project implementation and acceptance of the service.
Warranty of technical support
We provide 24h technical support service, including the equipment use status of the customer, malfunction response and remote customer support.
Warranty of open machine room
We guarantee we will submit disposal report to the customer in four hours after we have received the complaint about customer service quality or technical support quality.
Warranty of open machine room
We guarantee our machine room opens 24h to the customer. The customer should comply with relevant ITSC procedure to enter the machine room to execute rational operation. All ITSC customer of Dnion Technology will be provided with a ID for access the machine room.
Force majeure
a) Force majeure applicable in SLA includes: natural disaster like earthquake, typhoon, flood grade and so on; war, strike and act of government ； sabotage of telecommunication line or communication interruption due to commissioning or capacity-expansion of relevant equipment.
b) Dnion Technology disclaim the default due to the above-mentioned force majeure or the committed obligations. | 
