This Service Level Agreement ("SLA") describes the service standards EnziMpya Fiber aims to deliver. It supplements our Terms of Service.
1. Network Availability
We target 99.8% network uptime, measured monthly and excluding scheduled maintenance and events outside our reasonable control (such as power outages at your premises, force majeure, or third-party fiber cuts).
2. Support & Response
- Support hours: Monday–Friday 8:00 AM–8:00 PM, Saturday 9:00 AM–6:00 PM, Sunday 10:00 AM–4:00 PM.
- Emergency support: available 24/7 via WhatsApp for total-outage incidents.
- We aim to acknowledge fault reports promptly and to begin working on critical outages as soon as they are reported.
3. Installation
In areas with existing fiber coverage, professional installation is normally completed within 24–48 hours of a confirmed order.
4. Maintenance
Planned maintenance that may affect service is scheduled, where possible, during off-peak hours and communicated in advance.
5. Reporting a Fault
Report service issues via WhatsApp or phone on +254 714 387 571, or email support.admin@enzimpya.com. Please provide your account details and a description of the issue to help us resolve it quickly.
6. Dedicated Business Plans
Our Business Dedicated (No FUP) plans carry a priority-support commitment and guaranteed symmetrical bandwidth, as described at sign-up.
Questions about this policy? Contact us at support.admin@enzimpya.com or +254 714 387 571. This document is provided for general information and does not constitute legal advice.