About Santel

Company History

Santel - Telecomunicações e Infraestruturas, Lda began operations as a telecommunications services provider in Portugal. We expanded our network and service portfolio, establishing points of presence in Portugal and Spain.

Today we operate owned infrastructure in four strategic locations, serving businesses of all sizes with voice, cloud and infrastructure solutions.

Geographic Presence

Certifications

Santel maintains the following certifications:

• ANACOM: Registered with the National Communications Authority as a telecommunications operator
• GDPR: Full compliance with General Data Protection Regulation
• ISO 27001: Information Security Management System (in implementation)
• PCI DSS: Compliance for payment processing

Service Level Agreement

Availability Commitments

SLA Exclusions

The SLA does not apply to:

• Scheduled maintenance (communicated 7 days in advance)
• Force majeure (natural disasters, acts of war, etc.)
• Issues caused by Customer or Customer-authorized third parties
• DDoS attacks exceeding mitigation capacity

Credit Calculation

Credits are calculated based on downtime duration. Maximum credit is 100% of the affected service monthly value. Credits are not payable in cash, only as discounts on future invoices.

Technical Support

We offer technical support 24 hours a day, 7 days a week:

• Level 1: Initial response and triage - available 24/7
• Level 2: Specialized technicians - available 24/7
• Level 3: Engineering and architecture - available during business hours

Response Times

Contact Information