WafaTech Policy on Packet Loss and Latency

Monitoring Protocol

WafaTech does not monitor the packet loss or transmission latency for individual customers. However, we do actively monitor the aggregate packet loss and transmission latency across our Local Area Network (LAN) and Wide Area Network (WAN) to ensure network health and efficiency. This proactive monitoring helps us maintain the overall quality of our network services.

Reporting Excess Packet Loss

If it is discovered, either through our monitoring efforts or through a notification from you, that your service is experiencing packet loss exceeding one percent (1%), known as "Excess Packet Loss," you are required to notify WafaTech through a support ticket. This can also occur if WafaTech notifies you of an event that could impact your service.

Investigative Actions

Upon notification of Excess Packet Loss or significant latency issues, WafaTech will undertake all necessary actions to identify and rectify the source of the problem. The investigation will focus on the connectivity up to one hop away from WafaTech's border router, which is typically the first hop of the egress provider's router.

Responsibility and Resolution

The goal of this policy is to quickly address and mitigate issues affecting the network performance experienced by our customers. WafaTech is committed to providing a robust and reliable network and will make every effort to resolve issues related to Excess Packet Loss and latency efficiently and effectively.

Contact and Support

Customers experiencing issues related to packet loss or latency are encouraged to open a support ticket promptly. This will facilitate a faster resolution and help maintain the high standard of service expected from WafaTech.