2025

SYMPHONY Communication Public Company Limited (SYMC), a prominent telecommunication network service provider, has announced a transformative upgrade to its end-to-end Service Level Agreement (SLA), setting a new benchmark of 99.95% uptime within the telecom sector. This move guarantees reduced network downtime and positions SYMPHONY as the first in the industry to offer the guarantee of a Mean Time to Repair (MTTR) service within 3 hours.

This initiative reflects SYMPHONY’s commitment to leveraging advanced technologies, including artificial intelligence (AI) and intelligent network by using Software-Defined Network (SDN) as network controller, to enhance network reliability and provide seamless connectivity for its business clients. This upgraded is to mitigate potential business disruptions, safeguard opportunities, and enabling users to thrive in the fast-paced digital environment.

Mr. Alex Loh, Chief Executive Officer at SYMPHONY Communication Public Company Limited (SYMC), expressed pride in this advancement. “The 99.95% end-to-end SLA sets a new benchmark in the telecommunications industry with our commitment to provide best-in-class experiences to our customers through our robust network performance efficiency and service stability. This upgrade ensures seamless business operations, providing customers with more reliable and uninterrupted connectivity. As a result, businesses gain the resilience to adapt quickly to the ever-changing demands of the digital era.”

Enhanced Customer Benefits

The upgraded 99.95% end-to-end SLA enhances the assurance of SYMPHONY’s service network commitment to our customers. This advancement is particularly vital for SYMC’s corporate customers, where continuous communication is essential for daily functions such as finance, data security management, large data transfer and storage, and cloud computing. Reduced downtime assures customers of enhanced business resilience and flexibility to respond to market changes.

Mr. Poommarin Inwang, Senior Vice President of Customers & Service Operation at SYMC, said our upgrade from 99.90% to 99.95% SLA ensures comprehensive, end-to-end network services, covering not only across the fiber backbone but also every critical network components, to the endpoint, including customer premise equipment (CPE) or router. This new standard ensures and supports customers’ business operations by delivering services.

Investment in Infrastructure and Technology

In support of this enhanced SLA, SYMPHONY has made substantial investments to upgrade its infrastructure. This includes expanding service in provincial areas, upgrading transmission equipment, and adding redundancy routes for the nationwide network backbone for increased network stability and full connectivity access to major data centers in Thailand. Furthermore, SYMPHONY has increased and upgraded its Points of Presence (POP) sites in Bangkok, Singapore, and Hong Kong to improve internet traffic connections through full diversity and robust technologies with enhanced security, while also increased bandwidth capacity to meet the growing demands of international data usage, both domestically and internationally.

SYMPHONY guarantees of service MTTR within 3 hours also highlights its commitment to quick yet efficient problem resolution, supported by a well-trained, nationwide team available 24/7. Together with this 99.95% end-to-end SLA standard, we constantly commit to empower businesses of all sizes, enabling them to operate confidently through reliable and secured connectivity, fostering growth and resilience in the digital age.