Excitel announces new service for broadband users, will give free internet if it fails to fix issue in 4 hours

The company notes that under the new terms, all Excitel fiber broadband users will get a free day of internet on every completed four hours of no connectivity.

Excitel on Tuesday announced its new and industry first, service level agreement (SLA) aimed at strengthening after-sales and customer service commitment. The company notes that under the new terms, all Excitel fiber broadband users will get a free day of internet on every completed four hours of no connectivity. The company notes that the service agreement will create new standards for customer resolution while ensuring a swift response to any internet outages that users may face.

Excitel notes that it is the country’s only internet service provider to offer this one-of-a-kind commitment to its users. Excitel explained that the new framework will work as such that once a user reports their internet is not working, the issue is promised to be resolved within four hours of registering the complaint. Under any external circumstances, if the connection is inactive beyond the 4-hour threshold, the user will get one extra day of free broadband service, according to the internet service provider (ISP). It further noted that the SLA is applicable to all Excitel fiber broadband connections and that it has stopped legacy sales from the start of 2021.