Service Level Agreement

This Service Level Agreement ("SLA") sets out the performance commitments EcoFiberX Nigeria Ltd ("EcoFiberX") makes to subscribers of its internet services. It applies to all active accounts and supplements the Terms of Service.

EcoFiberX commits to the monthly uptime percentages shown in the table above, measured at the EcoFiberX network edge (the point where our fibre connects to your premises equipment). Uptime is calculated as: Uptime % = ((Total minutes in month − Unplanned downtime minutes) / Total minutes in month) × 100 Scheduled maintenance windows, force majeure events, and customer-caused outages are excluded from downtime calculations.

We aim to schedule all planned maintenance during low-traffic periods (typically 12:00 AM–5:00 AM WAT). We will provide a minimum of 72 hours' advance notice by email for all planned maintenance. Emergency maintenance required to protect network security or integrity may be performed with shorter notice.

Mean Time to Detect (MTTD) is measured from when the incident impacts service. Mean Time to Restore (MTTR) is measured from when the incident is confirmed by our NOC. For Business and Corporate customers, a dedicated incident ticket is created automatically and updates are provided every 30 minutes until resolution.

If EcoFiberX fails to meet the uptime commitment in a given calendar month, you are entitled to a service credit applied to your next invoice. Credits are calculated as a percentage of your monthly recurring fee for the affected service. To claim a credit, submit a request within 30 days of the incident via hello@ecofiberx.com or through the customer portal. Credits are the sole and exclusive remedy for uptime failures and do not apply to consequential or indirect losses. Credits are not issued if your account has an overdue balance at the time of the incident.

This SLA does not apply to service disruptions caused by: • Scheduled or emergency maintenance announced in advance • Events outside EcoFiberX's reasonable control (force majeure): power grid failures, civil unrest, acts of God, third-party cable cuts beyond our demarcation point • Customer-caused issues: misconfigured customer equipment, damage to EcoFiberX equipment on premises, actions by a third party with physical access to your premises • Suspension of service due to a breach of the Terms of Service or AUP

EcoFiberX maintains network monitoring systems that measure availability at five-minute intervals. Monthly uptime reports are available on request and are provided automatically to Business and Corporate customers. Customers may independently verify service performance using the Customer Portal's diagnostic tools or third-party speed-testing services.

We may revise this SLA with 30 days' written notice. For active subscriptions, changes to credit percentages or uptime commitments apply from the start of the following billing cycle.