The Service Level Agreement describes what you – as a customer and partner – can expect with regard to service delivery and time windows. The performance criteria to be found below apply only to services in Belgium. The service levels in other countries are defined by the specific rules applying in each country.
On this page, we briefly explain the Service Level Agreement, in three parts:
Our support team’s availability
A professional helpdesk is available 24 hours a day, 7 days a week to report new incidents and open a file. The time windows for incident handling and intervention depend on the incident severity of your problem or question.
Scheduled and emergency maintenance
To guarantee optimum effectiveness of our services, we occasionally carry out scheduled maintenance on our backbone and on customer equipment.
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Scheduled maintenance normally takes place on the first Sunday of the month, between 2.00 am and 6.00 am in the morning. We notify our customers of scheduled maintenance by email 10 working days in advance. Did you fail to receive a message about our most recent maintenance, and are you the contact for your company? In that case, amend your contact details and the selected communications on our portal.
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You as the customer will be informed of emergency maintenance by email at least 3 working days in advance. If we can’t notify you 3 days in advance, you’ll be informed by phone at least 12 hours beforehand. We try to restrict emergency works to three times per year and per location.
Interruptions during scheduled and emergency maintenance are essential to the optimum operation of the network and are therefore not subject to the SLA.
Incident severity and timers
A severity level is assigned to every incident. Specific response and repair times apply depending on the assigned level. These are summarised in the overview below.
Level 1 (P1)
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Level 2 (P2)
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Level 3 (P3)
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Level 4 (P4)
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Service unavailable |
Primary link unavailable, service successfully taken over by the backup link. |
Service disrupted (interruptions, capacity issues, quality issues) |
Request for information or configuration changes
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Contact
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Contact
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Contact
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Contact
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Response time
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Response time
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Response time
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Response time
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The repair times stated in the table above do not apply in the event of a total outage of the access network where splicing work is required to restore the medium. In that case, we guarantee that the incident time is calculated from the moment the restoration of the medium begins.
For each incident, you as a customer must create a ticket. This can be done via email (support@dstny.be) or phone (+32 2 401 97 00), but it is easiest via the portal (https://my.dstny.be/). This allows you to quickly track the status and progress of your open (and closed) tickets.
Do you feel your ticket is not being handled as it should be? Let us know. Simply mention “escalation” in the title of your ticket when creating it via email or the portal. If you contact us by phone via the general number, you can also indicate during the call that it concerns an escalation.
On MyDstny, you will also find the escalation matrix, so you know exactly what to expect from an escalation.