# Telecom support, not a ticket queue.

- Canonical URL: https://www.broadnet.me/support-sla
- Language: en
- Last updated: 2026-09-27
- Publisher: BroadNet (https://www.broadnet.me)
- Markdown version of the page above, generated from the rendered page.

Support & SLA

A documented severity matrix, named escalation, route investigation handled by engineers who own the wire, and an RFO within 24 hours of every Sev-1.

Support model

## One model, two tiers.

### Standard

Email + portal support, 24/5 coverage, P1-P4 severity matrix applied, RCA on Sev-1/Sev-2 incidents within 7 business days.

### Enterprise

24/7 coverage, named technical account manager, dedicated Slack/Teams channel, RFO within 24h on Sev-1, RCA within 5 business days, quarterly business review with engineering and operations.

Severity levels

## P1 through P4, defined up front.

P1

Critical

Response · 15 minutes

Example

Major OTP failure across a primary destination; total outage on a customer's production traffic.

Status updates · Every 30 minutes

Actions

- Named incident commander assigned
- Customer shared channel opened
- NOC engages directly with destination operator
- RFO within 24 hours; RCA within 5 business days

P2

High

Response · 30 minutes

Example

Major delivery degradation on a single country or operator; sender ID rejection at scale.

Status updates · Every 2 hours

Actions

- On-call engineer engaged
- Route re-pin if alternate route available
- Operator escalation initiated
- RCA within 7 business days

P3

Medium

Response · 4 business hours

Example

Partial destination or route issue; webhook delivery delays; test-credential or staging issues.

Status updates · Daily

Actions

- Standard support engineer engaged
- Investigation + workaround if available
- Resolution target: 3 business days

P4

Standard

Response · 1 business day

Example

How-to questions, documentation requests, account configuration, general support.

Status updates · On request

Actions

- Support engineer reviews and responds
- Resolution target: 5 business days

SLA target matrix

## Every target, on one line.

Response, update cadence and resolution targets by severity. Response targets apply on the Enterprise plan; Standard-plan P2–P4 support runs on 24/5 coverage.

| Severity | Definition | Response target | Update cadence | Resolution target | Channels |
|---|---|---|---|---|---|
| P1 · Critical | Total outage or major OTP/traffic failure on production; no viable workaround. | 15 minutes | Every 30 minutes | RFO ≤ 24h · RCA ≤ 5 business days | 24/7 hotline + shared channel |
| P2 · High | Major degradation on a single country, operator or route; sender-ID rejection at scale. | 30 minutes | Every 2 hours | RCA ≤ 7 business days | On-call + portal |
| P3 · Medium | Partial route issue, webhook delays, or test-credential/staging problems with a workaround. | 4 business hours | Daily | Target ≤ 3 business days | Portal + email |
| P4 · Standard | How-to questions, documentation, account configuration and general requests. | 1 business day | On request | Target ≤ 5 business days | Portal + email |

Uptime & service credits

## 99.99% — or you get credited.

The platform availability commitment is 99.99% monthly. Fall below it on an Enterprise agreement and a service credit applies on the tiered scale below. Uptime excludes scheduled maintenance announced in advance and downstream operator outages outside BroadNet's control.

| Monthly uptime | Enterprise credit | What it means |
|---|---|---|
| ≥ 99.99% | None | Within the standard platform availability commitment. |
| 99.0% – < 99.99% | 10% of monthly fee | Roughly 4 min – 7.2h of downtime in a 30-day month. |
| 95.0% – < 99.0% | 25% of monthly fee | Roughly 7.2h – 36h of downtime in a 30-day month. |
| < 95.0% | 50% of monthly fee | More than ~36h of downtime in a 30-day month. |

Exact commitments, exclusions and credit mechanics are defined in the signed service agreement and take precedence over this summary.

Coverage & hours

## Who is awake, and when.

Coverage by function and plan. The NOC and Sev-1 response never sleep; other desks follow business hours anchored to the Dubai (GST) HQ with follow-the-sun escalation for global customers.

| Function | Standard plan | Enterprise plan | Time zones |
|---|---|---|---|
| NOC & Sev-1 response | 24/7 | 24/7 | Follow-the-sun |
| Technical support (P2–P4) | 24/5 | 24/7 | GST / CET / follow-the-sun |
| Named account manager | — | Business hours + on-call | Aligned to customer HQ |
| Regulatory / compliance desk | Business hours | Business hours + escalation | GST (Dubai HQ) |

Escalation path

## Four levels, no dead ends.

An incident escalates on defined triggers, not on how loudly it is chased. Each level owns the one after it, so a stalled ticket moves up automatically rather than sitting in a queue.

01

### L1 — Support engineer

Front-line engineer via portal, email or hotline.

First response within the severity target; owns triage and workaround.

02

### L2 — NOC / on-call engineer

Network operations and the on-call platform engineer.

Engaged immediately on P1, and on P2 when a route or operator action is needed.

03

### L3 — Incident commander

A named incident commander plus the relevant platform/routing owners.

Assigned on every P1; coordinates operator escalation and customer comms.

04

### L4 — Account & engineering leadership

Technical account manager and engineering/operations leadership.

Engaged if a P1 breaches its update cadence or an incident is prolonged.

Incident & investigation process

## The same workflow we follow internally.

### Detect + triage

NOC alerts or customer report. Severity assigned within first response window.

### Investigate

Route trace, DLR analysis, operator query, signaling check. Customer kept in loop on Sev-1 every 30 min.

### Mitigate

Re-pin to alternate route, throttle suspect traffic, escalate to destination operator NOC.

### RFO + RCA

Reason-for-outage within 24h on Sev-1; full RCA with timeline, root cause, and prevention plan within 5 business days.

RCA format

## What you get after Sev-1.

Incident summary

What broke, when, where, who detected it, scope of impact.

Timeline

Minute-by-minute timeline from detection through resolution.

Root cause

Technical root cause (5 whys), not a symptom description.

Contributing factors

What made the incident worse or harder to resolve.

Resolution

What we did to restore service and verify recovery.

Prevention

Specific action items with owners and dates to prevent recurrence.

Customer impact

Per-customer impact summary if cross-tenant; per-route if single-tenant.

Operator interaction

If the destination operator was involved: ticket numbers, response times, agreed mitigations.

Enterprise contact

## How to reach a human, fast.

### Sev-1 hotline

Enterprise customers receive a dedicated 24/7 hotline number on contract signing.

### Standard support

Email support@broadnet.me or open a ticket from the dashboard.

### Trust + security

trust@broadnet.me for compliance, security@broadnet.me for vulnerability reports.

FAQ

## Support & SLA questions.

**How is severity decided?**

Severity is set against the definitions in the matrix at the point of first response — by business impact, not by how the ticket was worded. On production-impacting incidents the NOC assigns severity within the first response window, and it can be re-graded up or down as the impact becomes clearer.

**What is the difference between an RFO and an RCA?**

A reason-for-outage (RFO) is the fast summary — what broke, when, and the current status — delivered within 24 hours of a Sev-1. A root-cause analysis (RCA) is the full post-incident report with a minute-by-minute timeline, the technical root cause, contributing factors, and prevention items with owners and dates, delivered within 5 business days on Enterprise.

**How do service credits work?**

If monthly uptime falls below the 99.99% commitment, Enterprise customers are eligible for a service credit against the monthly fee on the tiered scale shown above. Credits are requested through the account manager and applied to a future invoice; specifics are set out in the signed service agreement.

**Is 24/7 coverage available on every plan?**

The NOC and Sev-1 incident response are 24/7 on every plan. Standard-plan technical support for P2–P4 runs 24/5; Enterprise extends technical support to 24/7 and adds a named technical account manager with a dedicated Slack or Teams channel.

**Can I see a real RCA before signing?**

Yes. We will share a redacted RCA from a recent Sev-1 so you can judge the depth of the investigation and the quality of the write-up before you commit. Request it from the contact link on this page.

## Want a sample RCA from a real incident?

We'll share a redacted RCA from a recent Sev-1 so you can judge the quality before signing.

[Request sample RCA](https://www.broadnet.me/contact?topic=sample-rca)