SLA

This Service Level Agreement (SLA) summarises the performance and support standards Syscodes Communication Limited aims to deliver for fixed wireless and fibre-based services, subject to your signed order and technical survey.

Scope

The SLA applies to active residential and business connections provisioned by Syscodes in covered areas. Enterprise products such as dedicated internet, colocation, and VPN may include additional targets in their contracts.

Availability target

We design the network for high availability and work to restore service promptly when outages occur. Planned maintenance will be scheduled to minimise impact where possible. Force majeure events (including severe weather, third-party fibre cuts, power grid failures, or government action) are excluded from availability calculations.

Performance

Advertised speeds are “up to” rates under normal conditions. Actual throughput varies with plan tier, radio/fibre path quality, congestion, customer Wi‑Fi, and endpoint servers. Guaranteed minimums, if any, are stated in your service schedule, not solely on marketing pages. For how bandwidth and speed differ, see our bandwidth guide.

Support response

Customers can reach support via WhatsApp and website request forms. We prioritise complete outages and business-critical links. Response and restore times depend on fault type, access to premises, and parts availability.

Customer responsibilities

Customers must provide safe access for installation and repair, protect customer-premises equipment, use suitable internal cabling/Wi‑Fi, and report faults promptly with accurate contact details. Issues caused by customer equipment, power, or in-building wiring may fall outside SLA credit calculations.

Credits & remedies

Where a formal service credit process applies, it will be described in your enterprise agreement. Consumer remedies follow Nigerian consumer protection requirements and the specific terms of your package. Service credits, where granted, are typically the exclusive remedy for downtime under this SLA.

Last updated: July 2026.