SLA

Service Level Agreement

This SLA document is subject always to any contracts between the Company and the customer (the terms of which shall prevail in the event of any conflict between the terms of the contract and this SLA document)

This agreement applies to all standard contracts, If enhanced cover has been purchased you will be provided with a bespoke SLA.

1. Maintenance Responsibilities

The Customer shall:

· Report all faults and request any MACs in accordance with the procedures described in this SLA document

· ‘Maintain the Equipment’ in line with the agreed commercials

· Be responsible for the maintenance of the following (unless expressly covered by the Company pursuant to the contract):

o Any external telephone lines

o Data networking equipment

o Data networking services

o Structured Cabling

· Co-operate with the Company fully to ensure that any problems arising in the interaction between the equipment and Avaya Telephone System provided by the Company and any infrastructure, equipment or services not expressly covered by the company pursuant to the contract are resolved expeditiously.

The Company Shall:

· Maintain any Telephone System Hardware according to this SLA document

· Maintain the Telephone System according to this SLA document

· Assist with the diagnosis of end user audio issues.

· Regularly upgrade the Telephone System to the latest stable release.

For the avoidance of doubt the Company shall not be responsible for:

· Faults the Company can prove to the Customer’s reasonable satisfaction which result directly from the customer or any ‘end users’ failure to comply with any clause in the contract or with this SLA document.

· Any Fault resulting from changes to or failure of the electricity supply to the Equipment.

· The structured cabling

2. Reporting Faults and Moves and Changes requests (MAC)

Normal working hours are: 9.00am to 5.00pm Monday to Friday (excluding Bank Holidays in England and Wales). Out of normal working hours are any other time.

Time / Day	Ticket type	How to create ticket
Normal working hours.	All Faults and MAC requests	Telephone 01623 687755, Email service@nottel.co.uk or raise via the customer support portal
Out of Normal working hours.	All Faults and MAC requests	Telephone 01623 687755 (leave voicemail) Email service@nottel.co.uk, or raise via the customer support portal
Out of Normal working hours.	Leased Line Faults	Telephone 01623 687755, press option one to report a major fault, enter three-digit pin number provided to be transferred to the 24/7 support team

3. Fault Response Times

The following response times are worst case SLAs, and generally the Company will respond well within these timeframes.

Upon receipt of a fault report, the Company shall assign a unique job reference number and in its discretion (acting reasonably and professionally) prioritise the Report as either ‘Critical’, ‘High’, ‘Medium’ or ‘Low’ and shall respond in accordance with the following SLAs.

Telephone System Services

Problem Category	Description	Examples (without limitation)	Normal working Hours
Critical	Significant area of functionality disabled	Catastrophic system failure. More than 50% of extensions across the system down or unable to make / receive calls. Significant call loss or noise on more than 50% of extensions across the system.	1 Hour Response
High	Considerable area of functionality disabled	More than 30% of extensions down or unable to make / receive calls. Significant call loss or noise on more than 40% of extensions. Queuing problems	4 Hour Response
Medium	Limited or isolated area of functional disability	Limited call loss. Night service failure. Two or more extensions failed or unable to make / receive calls	8 Hour response
Low	Minor problem minimal impact	Single extensions problem	16 working hours.

Broadband (All Excluding Leased Lines)

Problem Category	Description	Examples (without limitations)	Normal Working Hours
Critical	Complete loss of connectivity affecting all devices	No internet access from any device, extremely slow speeds/packet loss, Major service outage, Consistent service interruptions/drops in connectivity	1 Hours Response Target 48 Hours Fix
High	Significantly affecting broadband connectivity and/or performance	Intermittent Connectivity (regular but not constant drops), Significant speed reduction , Latency Issues affecting communication	4 Hours Response Target 48 Hours Fix
Medium	Affecting usability or efficiency but not preventing essential activities	Moderate occurrences of: Speed fluctuations , occasional latency spikes , Wi-Fi signal inconsistencies	4 Hour Response
Low	Minimal impact on overall functionality	Low occurrences of: Speed fluctuations , occasional latency spikes , Wi-Fi signal inconsistencies	4 Hour Response

Leased Lines

Problem

Category

Description

Normal Working Hours

Out of Normal Working Hours

All

All Faults

1 Hour Response

Target 6 Hour Fix

1 Hour Response

Target 6 Hour Fix

4.Moves and Changes (MAC)

Requests for Moves and Changes will only be worked on by the Company during Normal Working Hours unless otherwise agreed in writing by the Company, such agreement not to be unreasonably withheld or delayed.

The following timeframes apply from customer sign off and are dependent on all details of the required MAC being provided by the customer at the point of sign off.

MAC Category	Estimated Engineering Requirements	Target Completion Timeframe
Small Remote MAC	Remote – less than 1 hours work	Within 5 working days Up to 10 Working days if equipment or licensing is required
Large Remote MAC	Remote – more than 1 hours work	Within 5 working days Up to 10 Working days if equipment or licensing is required
Onsite MAC	Engineer on premise required	Within 10 working days

5. Escalation Matrix

Following is the Company’s escalation matrix:

Level	Name	Role	Phone	Email
1	Customer Service Team Member	Customer Service Team	01623 687755	service@nottel.co.uk
2	Tom Sealey	Service Manager	01623 687796	toms@nottel.co.uk
3	Kirsty Foster	Operations Manager	01623 687772	kirsty@ntvd.co.uk