Now yesterday, I had an interesting discussion with a Safaricom (Onecom) sales lady. She basically came to sell us their fibre offering at 69k monthly for non-contended 1mbs. They offered postpaid 3g in the event that we go down. Two problems; she touted the SLA's, then went on to mention that we were to pay our postpaid bill in the event that we went down... So basically, we pay Safaricom more when they go down. The incentive system is inappropriately skewed to their favor. They no longer have a need to be up. Even on the SLA, the fact that most ISP's say 99.99% Uptime guaranteed and don't provide it, meant that its' ok to go on saying that. My arguement is that if you can guarantee 98%, I will sign on 98% and expect 2% downtime. Don't tell me 99.99% then go on to tell me "but you know, shift (sic) happens". Guarantee what you know you can provide. Otherwise just tell us you guarantee 100%, save for employee incompetence, rain, anger of the almighty, supplier backlash etc...

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With Regards,

Phares Kariuki

| T: +254 734 810 802 | E: pkariuki@gmail.com | Twitter: kaboro | Skype: kariukiphares |