Home / Enterprise Service Level Agreement (SLA) & Network Guarantees
Enterprise Information

Enterprise Service Level Agreement (SLA) & Network Guarantees

Contractual 99.999% availability SLA, latency thresholds, incident escalation MTTR, and service credit schedule for Aeris Communications IoT.

1. Enterprise SLA Mandate & Core Architecture

This Service Level Agreement (“SLA”) defines the availability, latency, incident response, and credit remedy commitments provided by Aeris Communications India Private Limited for enterprise IoT deployments. Aeris operates carrier-grade, georedundant Core Packet Gateways, AAA (Authentication, Authorization, Accounting) infrastructure, and eSIM OTA (Over-The-Air) subscription management nodes built to sustain mission-critical telematics, smart metering, and automotive fleets.

2. 99.999% Core Network Availability Guarantee

Aeris guarantees an aggregated monthly Core Connectivity Availability of 99.999% (“Five Nines”) across all active IoT APNs and packet gateways. Availability is calculated on a 24/7/365 monthly basis using the following formula:

Availability (%) = [ (Total Scheduled Operational Minutes – Cumulative Unscheduled Core Downtime) / Total Scheduled Operational Minutes ] × 100

Exclusions: Downtime excludes scheduled maintenance windows announced with 5 business days advance notice, emergency security patches, or Force Majeure disruptions outside Aeris network control.

3. Latency & Packet Delivery Performance Thresholds

Performance Metric Target Specification Measurement Scope
Core Interconnect Latency < 20 ms Between Aeris Core Gateway & Enterprise Cloud Direct Connect (India)
Packet Delivery Success Rate > 99.9% Non-congested radio environment packet transmission
eSIM OTA Profile Switch Time < 60 seconds Autonomous carrier bootstrap transition upon border crossing
Platform API Response Time < 150 ms (95th percentile) Aeris Mobility Suite REST APIs for device state queries

4. Incident Severity Classification & Response MTTR

Our 24/7/365 Network Operations Center (NOC) operates under strict Mean-Time-To-Respond (MTTR) and resolution targets based on ticket classification:

Severity Level Impact Criteria Initial Response Target MTTR
P1 – CRITICAL Complete core packet outage; >25% SIM fleet unable to establish PDP context. ≤ 15 Minutes ≤ 2 Hours
P2 – MAJOR Degraded core gateway throughput; secondary failover path engaged; API telemetry latency. ≤ 30 Minutes ≤ 4 Hours
P3 – MINOR Isolated device provisioning anomalies; reporting dashboard delay without connectivity impact. ≤ 2 Hours ≤ 12 Hours
P4 – INFORMATIONAL General technical inquiries, feature configuration requests, or tariff change questions. ≤ 4 Hours 1 Business Day

5. Service Credit Remedy Schedule

Should monthly Core Network Availability fall below contractual levels, Customer is entitled to claim automatic service credits applied against the Monthly Recurring Charge (MRC) for the affected service:

Monthly Availability Window Service Credit (% of Monthly Recurring Charge)
99.900% – 99.998% 10% Credit
99.500% – 99.899% 25% Credit
99.000% – 99.499% 50% Credit
Below 99.000% 100% Full Monthly Credit

6. 24/7/365 NOC Contact & Escalation Path

Our dedicated Indian Network Operations Center operates around the clock from our Noida Headquarters:

Tier-1 NOC Hotline
+91 (120) 619-3600
Direct 24/7/365 telephonic incident dispatch

Emergency NOC Email
Automated P1 incident ticket generation

Headquarters Location
Noida, Sector-62
Okaya Centre, Tower 1, 8th Floor, UP 201301