SERVICE LEVEL AGREEMENT. VoIP

Transcription

1 SERVICE LEVEL AGREEMENT VoIP

2 Please read this Service Level Agreement ( SLA ) carefully as it sets out the timings and procedures in the unlikely event that there are problems with the VoIP service you have ordered from plan.com. GENERAL 1. This SLA should be read in conjunction with the Partner Agreement and the Customer Agreement and defined terms used but not defined in this SLA shall have the meanings given to them in the Partner Agreement or Customer Agreement (as applicable). 2. plan.com will take all reasonable steps to restore the VoIP Service in accordance with this SLA. However, plan.com shall not be liable for failure to perform any obligation under this SLA where such failure was outside plan.com s reasonable control, including without limitation, the consequences of natural phenomenon, war, civil disorder, inclement weather, fire, failure or shortage of power supplies, seller failure, breach or delay, industrial disputes, acts or omissions of government or other telecommunications operators, or compliance with statutory obligation.

3 FAULT REPORTING AND SERVICE LEVELS 3. Category A (Critical) faults may be reported to our help line , which operates 24 hours a day, 7 days a week. You will be asked to leave details and a member of our technical team will be contacted as a matter of urgency. Please note that non-category A calls will not be taken on this number. 4. Category B and C faults should be reported to We request that all out of hours faults reported by telephone be followed up with an to help@plan.com to ensure that details can be logged accurately. 5. Once the fault has been logged, fault investigation will begin. plan.com will keep partner and/or customer updated on a regular basis and provide details of expected time to fix (if available).

4 Category Category A (critical) Category B Category C Symptoms All inbound numbers have ceased to work Termination to all destinations has ceased Connectivity issues within Plan s Network One or a batch of, inbound numbers are failing Cannot connect to Plan s Network Termination to some international destinations is failing Poor call quality is experienced to any destination Reports or CDRs are unavailable online RESPONSE TIME 6. From the time of reporting, the target time to respond to a Category A fault is: a. During office hours (8:30am 6pm GMT, Monday to Friday) = 4 hours b. Out of office hours (including public holidays) = 8 hours 7. From the time of reporting, the target time to respond to Category B fault is one working day. 8. From the time of reporting, the target time to respond to a Category C fault is two working days. FAULT CLEARANCE 9. On successful identification and rectification of the fault by plan.com, the partner and/or customer will be notified and will be requested to carry out a test to ensure that the fault has been cleared to their satisfaction. If it is identified that a fault is still apparent, plan.com must be notified accordingly, and if no notification is received the fault will be assumed to be resolved.

5 ESCALATION PROCEDURE 10. If any service levels are breached, escalation can will be carried out by calling our help line , which operates 24 hours a day, 7 days a week. You will be asked to leave details and a member of our technical team will be contacted as a matter of urgency. PLANNED MAINTENANCE AND UPGRADES 11. Planned network maintenance or upgrades may be required from time to time. Seven days noticed will be given to all partners and customers that may be affected by this type of outage. UNSCHEDULED MAINTENANCE 12. In exceptional circumstances it may be necessary to perform emergency maintenance without prior notice. However, plan.com will endeavour where possible to provide as much notification as possible for emergency maintenance.