Service levels you can hold us to.
Our standard service levels for circuits designed, delivered and managed by DSV24. Your order confirms the service levels that apply to your circuit.
Monthly availability for single-path circuits. Diverse pairs are agreed per design.
Our 24/7 NOC acknowledges every reported fault within 30 minutes, day or night.
Target to restore terrestrial faults. Subsea repairs are handled case by case.
At least ten working days' notice of planned work that affects your service.
Standard service levels
| Service level | Commitment |
|---|---|
| Availability, single-path circuits | 99.4% per calendar month |
| Availability, diverse pairs | Agreed per design and stated in your proposal |
| Latency | Committed per route and stated in your proposal |
| Ready-for-service date | Confirmed in writing within 30 days of a signed order |
| Fault acknowledgement | Within 30 minutes, 24 hours a day, 7 days a week |
| Fault restoration target | 12 hours for terrestrial faults; subsea repairs case by case |
| Planned maintenance notice | At least 10 working days |
Late delivery credits
If we miss the confirmed ready-for-service date, you can claim a credit against the monthly charge for the circuit.
| Working days late | Credit (% of monthly charge) |
|---|---|
| 1 to 5 days | 10% |
| 6 to 10 days | 20% |
| 11 to 20 days | 30% |
| 21 days or more | 50% |
Credits are capped at 50% of the circuit's monthly charge in any month and must be claimed within 30 days of the end of the month concerned. Service levels do not apply to planned maintenance, faults or delays caused by the customer or by third parties outside our control, or force majeure. Where your order sets different service levels, the order applies.