If you’re experiencing an outage, you can report it directly on our “Report an Outage” page. Alternatively, contact our support team for immediate assistance. We recommend checking the status updates to see if there is an ongoing outage in your area.
You can check the latest updates about any ongoing outages by visiting our Network Status Center. Our team will provide regular updates, including estimated resolution times, so you’re always informed about the progress.
We have an SLA uptime of 99.997% for our commercial customers. Contact business sales for more information.
Our standard Service Level Agreement (SLA) for IPTV and VoIP services includes the following:
Tech Dispatch Turnaround Time: Within 24 hours.
Incident Response Time: Within 8 hours.
Resolution Timeframes: Varies based on the severity of the issue.
For more details, please refer to the Master Service Agreement (MSA) you signed.
Commercial internet customers should refer to their specific Master Service Agreement (MSA) for SLA details.
You can give us a call at 713-272-4600 or send us a message here.