Service Level Agreements

Our products and services are supported by a Service Level Agreement (SLA), which establishes metrics for critical parameters regarding quality of service. Hence, Telmex USA guarantees high quality service for:

  • Latency (for MPLS)
  • Availability
  • Packet Loss (for MPLS)
  • Jitter (for MPLS)
  • Mean Time to Restore (MTTR)

In order to achieve this commitment, Telmex USA has an area dedicated to controlling and managing the SLA, which performs internal and external tasks for your benefit, such as:

  • Internal excellence planning.
  • Client support improvement planning.
  • Key Performance Indicators (KPIs).
  • Development, update, and consolidation of the International Consulting and Support Center (CICS) reports.
  • Continuous update process.
  • Actual versus committed SLA metrics report.