Service Level Agreement (SLA)

Last Updated: July 9, 2026

This Service Level Agreement ("SLA") outlines support services and uptime standards for Netwall BNG licenses and deployments, provided by Netwall Expert Pvt Ltd.

1. Target System Availability

Netwall Expert Pvt Ltd targets a 99.9% uptime availability for the BNG management database and web portals. Operational downtime on active client hardware due to local virtualization faults or hardware failure is outside the scope of this SLA.

2. Support Levels & Response Times

Netwall support includes Level 1 (L1) and Level 2 (L2) channels:

L1 Support: Email and voice support for general administration, plan billing, and general system settings. Response time: within 4 hours.
L2 Support: Direct routing, BGP, network interface down, kernel-panic level configurations, and FreeRADIUS authentication failures. Response time: within 2 hours.

3. Scheduled Maintenance

All scheduled maintenance updates that might impact the portals or RADIUS authentication will be coordinated at least 24 hours in advance and performed during low-traffic windows (typically 02:00 to 05:00 IST).