Service Assurance
Our Commitment to Reliable Connectivity
and Customer Peace of Mind
At Vianet, we prioritize uninterrupted internet service for all our users. To uphold this commitment, we provide a Service Assurance program that compensates eligible customers with service extensions if downtime exceeds 24 continuous hours due to issues originating from our network.
When Customers Qualify for the Service Extension Benefit
A customer becomes eligible for compensation when they experience more than 24 hours of continuous service downtime caused by technical issues within the Vianet network. This applies only to complete loss of internet connectivity, not reduced speeds or performance degradation.
Situations Where Service Assurance Does Not Apply
The compensation policy excludes downtime caused by factors outside Vianet’s control, including but not limited to:
- Power outages at the customer’s premises
- Issues arising from customer-side devices or setup
- Upstream provider outages
- Natural disasters or unforeseeable external incidents
- Scheduled and announced maintenance activities
In such cases, the Service Assurance program cannot be applied.
How to Request Your Service Assurance Compensation ?
Service extensions are not applied automatically. Customers must submit a request to our support team once the issue is resolved. Compensation will only be considered if all invoices and pending dues related to the impacted service period are fully paid.
Service Extension Tiers Based on Downtime Duration
Depending on how long the service remained offline, customers receive an equivalent extension according to the following structure:
- 24–48 Hours: 24-hour extension
- 48–72 Hours: 48-hour extension
- 72–96 Hours: 72-hour extension
- 96–125 Hours: 96-hour extension
- 125–144 Hours: 125-hour extension
- 144–168 Hours: 144-hour extension
A maximum of 7 days (168 hours) of service extension can be granted per incident.
Important Notes and rules
- Compensation is provided strictly in the form of service extensions.
- Extensions are non-monetary, non-transferable, and cannot be exchanged for cash.
- The benefit applies only to internet services under eligible plans.
- Customers must meet all payment requirements for compensation to be processed.
- Service Assurance considers only genuine Vianet network faults resulting in total connectivity loss.
A Program Designed for Fairness, Transparency, and Customer Satisfaction
Vianet’s Service Assurance program is built to ensure customers feel supported in the rare event of prolonged downtime. By offering clear guidelines, transparent eligibility criteria, and meaningful compensation, we strive to maintain your trust and deliver high-quality connectivity at all times.