Service quality
Last updated: 04/11/2026
STARTIA publishes its service quality levels in accordance with Order IET/1090/2014 on quality of service in electronic communications.
1. Commitments
| Parameter | Commitment |
|---|---|
| Time to provide initial fibre connection | 95% in under 10 working days |
| Fault repair time (personal) | Under 48 hours |
| Incident response time (Business Fibre) | 4 hours |
| Availability (dedicated fibre) | 99.95% per year |
| Complaints resolved on time | Target 100% within one month |
2. Reports
Measured indicators will be published quarterly on this page once the first measurement period is complete.
3. Compensation for interruptions
If you suffer a temporary service interruption, we will automatically credit your bill under Article 15 of Royal Decree 899/2009 or your contract's service level agreements, if more favourable.