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What is included in our Service Level Agreement?

Our Service Level Agreement (SLA) has a number of stipulations regarding what we cover and the compensation we provide for failure to meet established service levels. The most up-to-date copy of our Service Level Agreement can be downloaded through our Terms, Policies and Agreements section of our website.

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How do I make a claim for failure to meet the agreed service levels?

If you would like to make a claim for credit for failure to meet the minimum standards set out in our Service Level Agreement, you can do so via VIPcontrol by following these steps:
  1. Login to VIPcontrol
  2. Click on Billing at the top right
  3. Click on SLA Claim
  4. Click on Submit A Claim SLA Claim VIPControl