Quality & Service Commitments
At RE&COM we are committed to delivering high-technology services, complying with the strictest quality standards regulated in the Regulation of Provision and Quality of Services (RPCS).
Network Availability
Indicator IC-7 (Core Network). Guaranteed monthly availability greater than or equal to 99.97% for continuous connectivity.
Guaranteed Bandwidth
Indicator IC-18. The guaranteed reference bandwidth (local/international) is equal to or greater than 80% of the provisioned contracted bandwidth.
Guaranteed Latency (Ping)
Indicator ID-16/17. National RTT less than 50ms (95% of cases) and international RTT maximum of 100ms additional to national delay.
Service Installation Timeframe (IC-1)
The installation timeframe will be specified in the contract and will begin upon subscription of the service, governed by the following infrastructure conditions (in business days):
Immediately Available Infrastructure
Physical infrastructure exists connecting the site to our access network, allowing immediate activation.
Not Immediately Available Infrastructure
Physical infrastructure exists, but RE&COM must perform additional field work to enable and activate the service.
Non-Existent External Infrastructure
RE&COM offers coverage in the area, but no prior physical infrastructure exists connecting the customer's site.
Personnel will enter properly identified with prior coordination. In case of voluntary withdrawal, the client may request cancellation and full refund or return of equipment when applicable. If the equipment cannot be installed due to causes attributable to the client, RE&COM may cancel the installation order.
Attention and Repair of Failures
According to indicator IC-2 (RPCS), the repair time for failures reported to our Attention Center will be within a maximum period of one (1) business day for 95% of cases, counted from the report to the normal restoration of service.
Service Reconnection
Once the outstanding balances have been paid, reconnection will be carried out within a maximum period of one (1) business day. RE&COM will not charge additional fees for reconnection. This does not apply if it requires a change of terminal equipment or new physical infrastructure.
The client may access the terms and conditions of provision and quality through our customer service channels.
