Sharktel serves 3 types of customer segments namely

  • Home Broadband
  • Business Broadband
  • Internet Leased Line

And three have separate levels of priority and service levels. As usual, leased Circuits get the 1st priority, Business Broadband get the 2nd priority, and Home Broadband comes in the end as the last priority.

Priority is basically based on the on-site support, where someone has to visit you to fix your issues, or re-align your device, or check device power, etc.

There are a lot of customers who have opted or opt for Home Broadband Plans, for their business, offices, or any commercial reasons, which is a serious mistake. One should not be using a home broadband plan for their office or business purpose, and the major reason to it is, he never gets top priority. For example, if you are a corporate office and you have tried to save some extra money by going for a home broadband plan, and tomorrow your CPE is malfunctioning or RF device has moved, then you will have no internet and you might have to wait for 12-24 hours for the team to reach and fix it for you, which is absolutely impossible for a business downtime.

So, you need to choose a proper business plan or a leased dedicated circuit always, if you are using internet for your business purpose or commercial reasons. Home Broadband is strictly not recommended for business usage.

If you have absolutely no internet connectivity, then you should immediately contact us. If you are experiencing slow speed, you should not be calling the helpline immediately, rather you will need to check everything from your end like if you connected over LAN or not, and if it’s just some random website which is opening or downloading slow.

You may inform us about it once and we can surely check it for you, like your signal levels and device health, but checking the speeds every second and calling the support would end up blacklisting, since broadband doesn’t come under any kind of commitments, promises or SLA agreements. Broadband is shared internet and a shared path can get congested every time there is a over loaded path or node. That’s plain nature! If you are looking for better isolation, you should get a business broadband connection, and the best isolation is provided with leased circuits which even come with a SLA agreement, where you get refund for your downtime even.

Sharktel Support is only till the LAN cable of Sharktel and not beyond that or over WiFi. Also, the plans speeds are upto the ISP NODE as per the TRAI Guidelines, and we ISP will not answerable to speeds to servers which are not owned by Sharktel. Broadband Support happens on best efforts and there are no signed agreements or SLA for residential or business broadband. But business broadband gets priority when it comes to on-site support.

So, here is how the on-site support times vary for different types of customers:

  • HOME BROADBAND – WITHIN 24 HOURS
  • BUSINESS BROADBAND – WITHIN 12-24 HOURS
  • LEASED CIRCUIT – WITHIN 1-4 HOURS (WITH DEDICATED SLA AGREEMENT)

NOTE : This may vary, depending on the complexity of the situation as well. If in case, the tower end device is busted, then you have to wait until we replace it. So, the above figures are still with a star mark, depending on the situation, it may change.