SLA & how it works

Measured commitments, not promises

Every ticket gets a priority. Our response times are tracked automatically and visible in real time in your portal.

Service times by priority (standard values, adjustable per contract)
Priority When to use it Response On-site arrival Clock
P1 Critical Service down or imminent risk: link failure, critical equipment out of service. 30 min 2 h 24/7
P2 High Degraded service or lost redundancy, limited customer impact. 1 h 4 h 24/7
P3 Normal Standard request with no immediate production impact. 2 h 8 h Business hours
P4 Planned Scheduled work: installation, preventive maintenance, audit. 8 h As scheduled Business hours

Business hours: Sunday to Thursday, 8 am to 5 pm (Djibouti time), excluding public holidays.

An SLA indicator on every ticket

  • On track
  • Deadline approaching
  • Breached

Request lifecycle

From your request to the intervention report

  1. Request

    You open a ticket in the portal (or by email / phone for a P1): site, priority, equipment, description.

  2. Acknowledgement

    A manager qualifies the request, assigns an engineer and confirms acknowledgement. The clock stops.

  3. Intervention

    The engineer travels to site, keeps you posted at every stage (en route, on site) and works with your team.

  4. Report

    You receive a detailed report: hours, actions performed, parts, photos. Downloadable as PDF.

Need hands on site in Djibouti?

Tell us about your infrastructure and we will propose a plan tailored to your sites and SLAs.

Request a quote +253 77150203