How to Calculate The SLA of an Internet Service?

How to calculate the SLA of an Internet Service

This article contains a guideline to calculate the SLA (Service Level Agreement) or Service Quality Assurance from an internet service. Since the SLA is one factor that is generally considered before someone chooses an Internet Service Provider (ISP) to fulfill their needs.

Read Also: Practical Tips Choosing Your ISP / Internet Service Provider

So what is SLA? SLA is the same as to guarantee, instead, you can refer SLA as the guarantee itself. An SLA assures the uptime of your internet availability match with the agreed standards between the customer and the provider when the subscription contract is signed.

Generally, SLAs are not explained in detail in the product description or quotation letter attached by the service provider or salesperson. SLAs are only delivered as a percentage, so how do you convert this percentage into units that are easier to understand? The following is the simplest way to calculate it:

  • The basic formula is: 24 hours * number of days in 1 month as 100%
  • So if an ISP determines the amount of SLA at 100%, then the uptime they guarantee is 24/7. What’s the meaning of it? It means even if the internet service only interrupted for 10 minutes, the customer has the right to complain, and ask for restitution or compensation.
  • How about 99%? Well, let’s count it. for example, if a month has 30 days, then 24 * 30 = 720 hours * 1% = 7 hours 20 minutes. It means in 1 month, the guaranteed uptime is 7 hours 20 minutes. Then If the downtime duration hasn’t exceeded 7 hours and 20 minutes, the customer still not eligible to receive compensation or restitution/compensation.
  • And so on for other percentages, 98%, 97%, etc.

Meanwhile, the uptime that is not guaranteed is generally a periodic or routine downtime that can always occur every month and predictable for acceptable reasons. For example, the internet is interrupted for 1 hour for infrastructure maintenance activities.

Last but not least. For your additional information, in Cyberplus, our SLA is 99%

Benefits of Using IP Phone or VoIP Technology That You Should Know

Benefits of Using IP Phone or VoIP Technology That You Should Know 3

VoIP technology is one of the latest technology development results. This technology is getting everything easy in communication. To help you in using this technology for communication, you can read the following explanation.

The Definition of VoIP Technology

VoIP technology is the latest modern communication technology. VoIP is a Voice Over Internet Protocol often called to be IP telephony or digital phone. This technology is the voice that will be sent and changed in the data first and then sent to the receivers through the internet network. This VoIP technology will change the sound with the help of internet protocol. This VoIP has been applied in some standard types and opened source procedures with some benefits for communication.

Benefits of Using a VoIP Technology for Communication

A VoIP-based telephone technology offers telephone technology based on an internet connection with various benefits depending on the old system that is still conventional. Some real benefits when you use this VoIP technology for communication can be felt and got. What are they?

Easy to Install and Configure

One of the benefits of using a VoIP technology is its easiness in an installation process. The installation of this technology is simple and easy even for the people having fair knowledge of the technology. Depending on using a cable telephone, you can install this technology application. You can set it easily like an IP phone and configurated simply. After that, you can soon enjoy the benefits.

Having the Affordable Calls Cost

Another benefit of using a VoIP technology is that its affordable cost for calling cost with this VoIP technology. The long-distance calls with this technology tend to be lower than the cable telephone cost. Even, you can save a monthly bill on your home telephone after using this technology for telephoning. This benefit is very real where everyone will feel it after using it.

Bringing Number on VoIP Technology Easily Whenever You Go

Do you want to go? If you want to go, of course, many kinds of stuff and items will be brought including your VoIP technologized telephone. Today, you don’t get worried about communication easily without the help of this technology. It is caused that this telephone system with this VoIP technology is easing you to access a portal website easily and reinstall the system anywhere you are and want. It has great effects on your holiday schedule. The calls with this telephone number are possibly routed whenever you go because it has been set in the cloud system so that it is more flexible.

A Clear Sound Quality

It is not only very practical to bring anywhere, but a VoIP technology is also stealing your attention with its amazing benefits. You can call or communicate with this internet-based telephone with clear and high quality of the voice. The sound and voice quality with this technology is very great though the distance is fairly far. You feel like talking to the person who is standing in front of you or your sides.

Free Charge

This technology has great stability for the users. The internet-based telephone service is very stabilizing and measuring so that it eases you to estimate it. You can use a different number when you use this technology. The technology-based telephone is great for communication. It also has a free charge so that you are so saving.

Easy to Manage

The next benefit is easing you in managing this VoIP technology in a communication system. All income and outcome calls will be noted and managed on your computer easily and correctly. You can note it when there are the calls.

Great Facilities

Besides, this technology will be more amazing with the embedded facilities for internet telephone. The first facility is a speed dial easing you to call without pressing numbers of the recipient. A limit duration is very beneficial to limit your calling time. Meanwhile, a limit destination is a great feature because it limits a number’s destination. Then, a time limit is working to limit how long the use of the internet telephone is. The last one is about a multi password facility working to manage the users of the telephone-based on the password. Those will help you to enrich your knowledge about using a VoIP technology for phoning.

Understanding The Importance of A High-speed Internet Connection

Each modern business needs a powerful internet connection to be effectively communicated with clients, customers, and employees. This is a key day to day to run most of the apps or software which has been used and decide how good you are when delivering your services. The connectivity is also important since the mentality is always active to take over and customer expectations to go online rising, the modern customer is no longer goes around 9 to 5 business hours and you can communicate and involved with business anytime, anywhere and they just expect that you can accommodate it.

So, its understandability that connectivity means different things for different businesses and anything start from hardware to software. You should know that network infrastructure and business processes will have some effects on what you have reached to date and the type of connectivity that they need as the future proof in your business plan. The smart customers in the technology field and they want a business equally. So, whether you were in the local store or online shops, your connectivity expectation will not be different.

Utilizing cloud technology to grow a business faster
Utilizing cloud technology to grow a business faster

Utilizing the cloud

We all know that the growth in cloud resource needs a fast speed connection to keep the users stay focused and always productive. The longer the response time from the outside resources, such as CRM programs, then the more clients lose focus and wasting time. Since the hosted app by cloud providers have jumped the hundredfold during the last five years, the company needs to improve their internet connections to maintain a quick response time so that it would stay productive.

Huge weight websites and emails

Any business owner knows that email becomes more visual for their businesses. Pictures or logos become a part of each message. A picture can replace 1000 words but most pictures need more bandwidth. Regardless, websites were filled up with photos, videos and high-resolution photo needs more bandwidth to see to avoid the longer load times. Video streaming will take more bandwidth. Some of them will see the speed when the employee or two clicks on the latest videos on youtube. But when talking about instructional video and music streaming or even online courses, your bandwidth will go quickly. One video may be okay, but ten videos of educational or business along with the dozen streaming music player can be soon slow to crawl as well.

The video conference improves productivity and lowering cost at the same time

Since each company looks to increase the business step by reducing the time and expense, then
video conference gains more popularity. Adding the lower cost of video conference available and the lure to push the buttons rather than book a flight for business meetings and it is very easy to understand why more businesses change to video conference every day. Since the images or pictures need more bandwidth rather than text, you will be sure that video streaming needs more internet bandwidth. Slow internet providers mean the bad meetings for you, but a high-speed internet service also means that you get better meetings and improve productivity.

Introducing business owner with VoIP

Voice over internet protocol (VoIP) has become the dominant player since a new technology will
replace the older land systems. There are so many good reasons to change to VoIP but its still focus is the internet speed. You should know that every VoIP conservation will need around 100k of bandwidth each second. If your company only has a handful of employees, it may not be an issue anymore. But, if you have 30 employees and 20 were on the phones at the same time, you need more upstream speeds on most business internet packages. Without the right speed connection, the data traffic, and call quality will suffer more.

Securing your important files

Nowadays, companies know that backing up important data sets off site business continuity and
disaster backup file, outside of basic file backups. The number of data for backup kept growing. If you just like most big companies, back up your data using slow internet connection will cause trouble, if they scheduled the backup will take overnight. Ensure that you can protect your valuable files and ensures that your business can continue.

Related Post : Practical Tips Choosing Your ISP / Internet Service Provider

Important Aspects of Information Technology That are Maintained and Their Functions

From day to day, competition in the business world is also getting tougher. Companies are competing to produce the best products along with a good management system. This will be achieved if supported by a system and network of good corporate information technology. However, a good technology system is not enough. To be able to run optimally, this system has to get maintenance treatment. What are some important aspects of information technology that are maintained and their functions?

What needs to be maintained?
You need to understand that maintenance is one of the most important processes carried out. This is for the sake of the company’s information technology management that can continue to run well. Maintenance is a vital step. In the maintenance of the company’s technology system, several things will be checked, namely applications, networks, storage, services, desktop, wireless, voice, hosted applications, cloud services, Citrix, and company call centers.

Maintenance activities and processes
Maintenance of information technology systems means a process that aims to maintain and improve the adopted technology systems so it can be sustainable in their use. In the process of maintenance, to obtain optimal results, usually, there will be several activities or maintenance processes. Generally, there are 6 information technology maintenance process activities, namely, process implementation, problem analysis and modification, implementation modification, review of the maintenance process, system migration, and system retirement.
If examined deeper, each of these activities has the same maintenance phase or stages. Usually, each maintenance activity has 7 phases or steps in the process. The seven steps are starting from identification, classification, prioritization, and modification of problems, problem analysis, problem-solving system design, implementation design, system testing, system acceptance test, and the last is delivery of the system to all of the company technology networks.
These phases must be able to be done well, sequentially and thoroughly so that they produce the best results in important aspects of information technology that are maintained and their functions. If elaborated, phase 1 (identification, classification, prioritization, and problem modification) and phase 2 (analysis) is important to see where the main problems in the system are. This will make the maintenance process effective and not in vain (efficient). Phase 3 (design) will also depend on the exact results of phase 1 and phase 2. Therefore, this process must be carried out sequentially and thoroughly.
After the problem-solving design is created, the design must be implemented. The process of implementing the new design to overcome the problem of the system will run smoothly if the identification of the problem is correct (again, see phase 1). After being implemented, the maintenance results system will be tested first, before it is applied normally in the company.

Accepted techniques in the maintenance process
In the maintenance process, especially in software maintenance, 3 special techniques are applied so that the maintenance results are maximum. The 3 techniques are program comprehension, software re-engineering, and reverse engineering. Program comprehension is a technique that maximizes the software maintenance process in the coding aspect. The program or software will run with good coding. Therefore, this comprehension program will focus on the source code of the software. The result is that cognitive software will be read and can be used as a basis for creating new software.
The second technique is software re-engineering. This technique is more advanced than comprehension programs. This technique is done by modifying existing software by reversed engineered. So, in short, this technique is called engineering an engineering system. This technique is usually used if an error is found in the software or want to add new features to the software.
The third technique is reverse engineering. This technique is a technique that is more difficult to do than the two previous techniques. Reverse engineering is a maintenance process by restructuring existing information technology systems. So, there will be a total change and will be replaced by a new system. This technique is used if the system used is outdated or there is serious damage to the system. The new and up-to-date system will make all existing information technology functions go well and have good quality security.
Those are the important aspects of information technology that are maintained and their functions. You need to understand that maintenance is an activity that must be done. Times continue to move, technology continues to develop. Technological developments not only have positive effects but also negative things. To avoid negativity in the system and network information technology of your company, it’s good that the maintenance process should not be missed.

Related Post : Designing Office Network Infrastructure

Know The Difference Between Dedicated and Broadband internet.

Dedicated Internet Service Vs Broadband Internet Service.

Currently, most businesses are highly dependent on an internet connection
to access several apps such as VOIP conference, cloud, VPN, file sharing,
emails and so on. Having a reliable internet is very important for great performance and the business community. If you are launching or growing up your small business, you may not realize that the main differences between broadband or dedicated internet or also known as the shared internet service. Understand each connection type will help you decide the reliability and performance of your business.

Although the complexity of the access to internet technology may look confusing at first, there are some basic differences that are easy to understand. Finally, which one that you choose depending on your apps, budget, targets, the size of your business and uptime requirements. You can get a kind of information related to the pros and cons of each of than before ordering your best connection.

First, what is the dedicated internet connection?

Dedicated Internet Service in Jakarta, Bogor, Depok, Tangerang, Bekasi, Cikarang, Karawang, Cirebon, Bandung, Tasikmalaya. Also available in Industrial Estate such as MM2100, Jababeka, Delta Silicon, Delta Mas, KIIC, Surya Cipta, Bukit Indah City.
Dedicated Internet Network Topology

The dedicated internet connection is the service where the provider will dedicate a specific amount of bandwidth for that connection. This bandwidth was not shared with other people instead of the users of the physical circuit, as the specific connection, the performance is always consistent and reliable high as well. The dedicated internet was also known as the DIA and available in some types of connections.

You should know that the different locations also have various availability for each type of internet service. The types of dedicated internet connection are depending on what your location can accommodate. Each type of circuit will be priced based on the level speed of bandwidth and contract length, usually, it comes in 1,2,3 years term. When you book for the dedicated internet service, the amount of your bandwidth that you get was guaranteed as well.

You will get performance metrics such as packet loss, uptime, latency and repair timeframes were been guaranteed in the document which called the SLA or Service Level Agreement. It ensures that your internet connection will work on consistent service, regardless of the number of users online in that area.

So, what is the broadband internet connection?

A broadband internet connection is a shared connection, among different users in an area, sharing more bigger connection. Dislike the dedicated internet service, the amount of bandwidth which been offered only up to maximum speed which available in package speed. So, there is no guarantee on the speed of what you will get or connection quality. The speed will be decided by the ISP’s network traffic and congestion which can be so varied depending on location or the time of the day. This is not common for users who find out that their internet connection is slower during the day and good performance in the night.

Broadband Internet Service for home users and SOHO.
Broadband Internet Service for home users and SOHO.

The bandwidth speed would be more unpredictable and the performance is so varied which can cause problems with apps to make the users frustration. The lack of performance and reliability are predictable become the main difference between dedicated internet and broadband service. However, the bandwidth speed is asymmetrical which is good for downloads but it worse for the upload service. You should know that the upload speed is what you need in most businesses to push out the data to the apps and users. Even the service cost is lower and buyers should be carefully considered and how the lack of performance can affect the business.

The differences between dedicated internet and broadband internet

One of the main benefits of these internet services as the bandwidth was guaranteed. The uploads and downloads will be always consistent in symmetrical speeds. It makes the apps run smoothly and remove the chance of slowdown which can affect your overall business operation. The big file uploads were a common issue for many businesses and dedicated internet solve this issue with the high upload speed.

The Difference Between Dedicated and Broadband internet.

You will get better throughput

When your internet connection suddenly slowing down, one thing that people usually do is running the speed test. Unluckily the bandwidth speed is not the only factor in true internet performance. There are several factors together deciding throughput and bandwidth performance. So, this is a good metaphor for internet connection will be the highway onramp There are many ways that you have to know first between those two types of internet connections.

Related Post : Practical Tips Choosing Your ISP / Internet Service Provider

Designing Office Network Infrastructure

Following the technology development as of today that always moving forward, these days Information Technology’s role is becoming more crucial as one of many supporting roles inside an organization. In every company or any business field will be needing Information Technology’s role in order to operate well and smoothly. Some offices for example, it will be very annoying and obstructing if the technology information infrastructure often has trouble. In example if the internet connections is troublesome so that the employees and staffs can not send business emails, or even the local area networks is the culprit for the disturbance. It is really can be very annoying right ?

If the trouble / disturbance happens on internet access related, we can count on our internet service provider to help us troubleshoot the problem. But if it happens on our own local area network, the responsibility lies on ourselves because it’s not our ISP’s scope of work, so it’s safe to say that designing a good network infrastructure is paramount considering some examples above. In this article we will be talking about the process to design office’s local network infratructure.

What are the things to consider in designing office network infrastructure ? There are several things, such as :

1. The technology and purpose
There is a saying in IT world that says wire is always better than wireless. But that isn’t always the case. Because of their different characteristics, we have to be able to get the most of each characteristics to achieve our goals. For example, for PC workstations, using UTP Cable surely better considering the speed and troubleshooting process in case of problems compared to wireless technology. But on the other hand, to provide internet access facility for guests or devices like handphones / tablets surely more suitable using wireless access points right, ?

2. The devices
To determine devices brand and type for devices (such as network switches, cables, access points, etc) that we will be using, these factors should be  considered :
a. Speed / throughput needed
b. IT Staff or the people in charge to maintain the network and devices familiarity to the brand or type ? Because each brand generally quite different in commands.
c. Future scalability
d. Documentation ! A good documentation will be very important to determine how smooth and fast a troubleshooting process when there’s a problem occured. This is the most common mistakes for people usually take this for granted and just realize the importance when problems already happens.

3. The people

After all the process to design and building your office network, surely you will be needing a capable IT staffs in order to continuing maintain or to developing your network suitable for your constantly growing needs. A lot of companies still doesn’t have their own IT staff, and this should not be a problem because a lot of companies have this service including Cyberplus.
We can provide you a quality solution from design, implement, maintenance and developing your network.

There you have it, I hope this article can give you some insight regarding building your own office network infrastructure.


Practical Tips Choosing Your ISP / Internet Service Provider

In today’s world there’s no denying that Internet is already become a primary need in our daily lives. It’s kind of hard to imagine living without internet in today’s world. Safe to say that it’s true, we can observe it from every simple things all around us. From mothers looking for a recipe, school students searching for articles for their school assignments to online banking even we can borrow money using the internet!

Good internet connection is very vital in order to support business activities. It’s gonna be very annoying and slowing down all office activities therefore decline in overall productivity and in the end will be take effect in company performance. So, I think we can all agree that choosing the right ISP / Internet Service Provider is essential.

So, how to choose the right ISP / Internet Service Provider ? Many people forgot there’s a word “Service” in ISP / Internet Service Provider. Subscribing internet connection IS subscribing to the service one provided, how is the internet connection speed you’re subscribing can be achieved, the stability of the internet connection and the most important thing is how is the ISP’s customer service quality handling customer troubles / complaint.

Below area some tips in choosing the right ISP / Internet Service Provider :

  1. Determine how big internet bandwidth suitable to your need
    Offices that have hundreds of employees and actively using internet surely gonna need bigger bandwidth compared to offices that have less than 20 employees in example. And are there any CCTV/IPCAM that needs to be accessible via the internet or are there any internal application servers that the company branches going to access will be considered in order to determine how your company bandwidth necessity. To do this, you can always consult with our sales representatives. We at Cyberplus will help you to determine this in order to achieve efficient cost and budget for your internet necessity.
  2. Choose the media you will be using to delivers the bandwidth
    Generally the Internet Service Provider will be offering 2 options regarding the media, which are fiber optics and wireless. Each option has their own advantages and disadvantages. The choice is yours to take.
  3. SLA (Service Level Agreement)
    is the internet service’s uptime guarantee from your Internet Service Provider in one period of time. For example, we at Cyberplus gives our clients a 99% SLA guarantee which means in one month period if our internet service’s uptime do not achieve 99%, our customers entitled to a billing restitution on the next invoice.
  4. Internet Service Provider’s infrastructure quality
    Is the infrastructure used by the Internet Service Provider / ISP all the way through the customer’s site really owned and controlled by the Internet Service Provider / ISP ? And what about the redundancy factor ? The Internet Service Provider / ISP’s upstream quality ? Is it only affordable by price or is it an reputable good quality upstream ?
    Of course, we at Cyberplus really consider quality and redundancy in our infrastructure in order to provide the best internet service to our customers.
  5. How is the Internet Service Provider / ISP’s customer support ?
    One thing that absolutely crucial to consider choosing the right Internet Service Provider / ISP is the quality of the ISP’s customer service. When there’s trouble or complaint about the customer’s internet connection, customer support’s quality is crucial in order to quickly take action troubleshooting the cause of the problem in quick fashion, effective and friendly. Because believe, there’s no way a service can be delivered 100% smoothly, there will be a time a problem will occured. In this time the customer service’s quality will be very important.

These are factors to think about in order to choose the right Internet Service Provider / ISP for your needs. If you in need for great Internet services, in these areas such as Jakarta, Bogor, Depok. Tangerang, Bekasi, Cikarang, Karawang, Cikampek, Bandung, Garut, dan Cirebon; Please do not hesitate to contact us. Happy Hunting!


Fiber Optic, Wireless or VSAT? Which one do you think will fit to your needs?

Continuing the previous discussion on how to choose the right internet service provider / ISP for your needs, now let’s discuss the media that are generally used in Indonesia today to deliver internet connections to the customer side. Of course, each media has its own characteristics, strengths and weaknesses that can be tailored to meet the needs of each customer.

What are the media commonly used in Indonesia today? Here are the most common media used by internet service providers / ISPs today:


There is no doubt that currently optical fiber has become the main choice because of the increasingly broad range of areas that can be served by optical fiber networks and the price is more affordable when compared to a few years ago.

Advantages :

  1. Able to deliver high speed bandwidth to the customer side
  2. Relatively more stable than other media
  3. Increasingly affordable prices


  1. When compared to other media, fiber optics are still more limited in scope
  2. It takes relatively longer for troubleshootings, especially in the event of a cable cut
  3. Relatively more expensive compared to wireless for example


The development of wireless technology is also worth considering in choosing the most appropriate media to meet your needs.

Advantages :

  1. Able to deliver high speed bandwidth even though its performance in this case is still below the ability of optical fiber
  2. Very flexible in deployment
  3. Relatively faster in the process of troubleshootings when trouble occurs
  4. Cheaper price


  1. More susceptible to interference, generally interference due to the use of radio waves
  2. It is prone to lightning strikes, although it can be overcome with a good grounding system


Using satellite technology to deliver bandwidth to the customer’s place. Generally used as a last option because the installation site that can not be served using other media.

Advantages :

  1. Can be applied in remote locations while entering the satellite service area used


  1. Generally the costs required are higher, both subscription fees and initial investment costs needed
  2. Bandwidth obtained by customers is generally not symmetrical (downloads and uploads are not equal)
  3. Much higher latency compared to other media

To clarify, lets try to illustrate several cases of customers in choosing the right media to meet their needs.

Case example 1

FC Intermilan Company wants to subscribe to the internet in one of its branches. After consulting with several internet service providers, it turns out that the desired branch location can be served using optical fiber with the speed and subscription fees that are in accordance with Intermilan FC’s corporate needs and budget.

Case example 2

As for the head office, Intermilan FC is located in an industrial area. After consulting with several internet service providers, it was found out that linking budgeting using fiber optic media was very expensive due to the fact that in general for the procurement of internet in industrial estates, permits and costs were quite high for the managers of these industrial estates. This resulted in the Intermilan FC company deciding to use wireless media so that the link budgeting could be reduced and the bandwidth requirements of the Intermilan FC company could still be properly met.

Case example 3

As a mining company, Intermilan FC also has internet access needs at one of its mining sites which are located quite remote. Because of its location, the choice of using media to deliver internet access needs is very limited. So the FC Intermilan company decided to use VSAT media for the needs of the site.

Thus the summary of the media commonly used in Indonesia today in delivering internet access to customers. So which one do you choose? Don’t forget to consult your internet access needs to Cyberplus!


What Is Clean Pipe Internet?

For those of us who don’t have a background in the IT world or even those who have a background in the IT world, maybe there are still many of us doesn’t know what a CLEAN PIPE INTERNET services is. A service which is currently starting to be provided by several internet service providers / ISPs including Cyberplus.

Generally, an internet service providers in Indonesia such as Cyberplus, deliver internet access to customers unfiltered. This means that internet access to the customer does not go through a process of modification / manipulation at all. This has its own advantages and disadvantages, because generally the characteristics of internet cunsomers in Indonesia are those who prefer services like this.

Besides the advantages of internet access services like this, there are also consequences, because if without adequate security, the network on the customer’s side becomes vulnerable to virus, SPAM, and DDOS attacks.

Well, the CLEAN PIPE INTERNET service, on the other hand, provides secure internet access services and has gone through a firewall device on the internet service provider side. So that internet access services that reach customers are better protected from viruses, SPAM and DDOS attacks from the internet in the customer’s network. If you think you need this kind of internet access and want to hear more detail about this kind of service, feel free to consult your internet needs on Cyberplus anytime!