1. About These Service Level Agreements
This page publishes the current AMVIA Limited Service Level Agreements ("SLAs"). Each SLA sets out the service levels that apply to the corresponding AMVIA service and is provided as a PDF document below.
Where a customer's Master Services Agreement, order form or statement of work refers to AMVIA's Service Level Agreements, it refers to the documents published on this page. The PDF documents are the definitive versions; the current version of each SLA is the one available here at any given time.
2. Support SLA
The Support SLA sets out the service levels that apply to AMVIA's support services, including how incidents and requests are handled and the response commitments that apply.
Last updated: July 2026
Download the AMVIA Support SLA — current version (PDF)
Version history:
- July 2026 — current
3. Leased Line SLA
The Leased Line SLA sets out the service levels that apply to AMVIA's dedicated connectivity (leased line) services, including availability and fault-handling commitments.
Last updated: July 2026
Download the AMVIA Leased Line SLA — current version (PDF)
Version history:
- July 2026 — current
4. Voice Services SLA
The Voice Services SLA sets out the service levels that apply to AMVIA's voice services, including hosted telephony.
Last updated: July 2026
Download the AMVIA Voice Services SLA — current version (PDF)
Version history:
- July 2026 — current
5. Firewall Management SLA
The Firewall Management SLA sets out the service levels that apply to AMVIA's managed firewall service.
Last updated: July 2026
Download the AMVIA Firewall Management SLA — current version (PDF)
Version history:
- July 2026 — current
6. Versions and Updates
AMVIA may update these SLAs from time to time. The version of each SLA in force is the current version published on this page, and each document's section above shows when it was last updated.
When an SLA is updated, the superseded version remains available in that document's version history, as a dated PDF, so the terms that applied at any point in time can always be retrieved. The download links for current versions never change.
AMVIA's Ancillary Charges schedule is published separately on the Ancillary Charges page, and the Acceptable Use Policies on the Acceptable Use Policy page.
If you have any questions about how an SLA applies to your services, contact your account manager or our team via the contact page.