Service Levels

General Service Levels

Terms & Service Parameters

  1. Response time: defined as the time between the occurrence of an event reported and the action taken by Switch Communications
  2. Fix time: defined as the time between the occurrence of a fault logged and the resolution of the fault.
  3. Fault Categories – Voice & Data:
    • Category One: Urgent – Major fault (Complete outage)
    • Category Two: Standard – Minor failure (up to 25% degradation)
    • Category Three: Appointments-Customer requests a pre booked appointment.
    • Line Faults: Requires external intervention by carrier
  4. Target response and fix times – Voice & Data (all times measured within Normal Working Hours):
    • Category One: Response within 4 hours and fix within 8 hours
    • Category Two: Response within 4 hours and fix within 16 hours
    • Category Three: Response within 4 hours and arrange appointment within 24 hour
    • Line faults: Standard contracted SLA

 Faults – standard SLA’s  standard cover 09.00 to 17.00 Mon-Fri (except bank holidays)

Service Desk 4 Hours 1 day

* Please note this refers to any any queries sent to the service desk.  If the request is chargeable the query will be passed to sales to quote (Please see Sales SLA’s)

Telephone system

Cat 1 Major outage i.e. Total system failure or Total WAN failure Within 30 Mins Within 4 hrs
Cat 2 Partial system failure but business affecting. Total failure at one/several sites in a WAN Within 1 Hr Within 8 hrs
Cat 3 Partial system failure but still operational. Service affected at a WAN site but still operational. Within 4 Hrs Within 16 hrs
Cat 4 Pre-bookable site visit required Within 4 Hrs Arrange appt within 24 Hrs
Cat 5 Customer query or R-MAC Within 4 Hrs Agree scope and timescales of work required within 24 hrs

Data Switch

Cat 1 Major outage i.e. Total system failure or Total WAN failure Within 30 mins Within 4 hrs Emergency – Sev 1 1 hr A-LE will use all reasonable efforts to continue to work on the problem until it is resolved or a workaround is provided or the ticket has been downgraded by the Business Partner
Cat 2 Partial system failure but business affecting.  Total failure at one/several sites in a WAN Within 1 hr Within 8 hrs Critical – Sev 2 4 hrs A-LE  will use reasonable efforts to resolve the problem or provide a workaround within 14 Calendar Days of receiving a complete problem description, inc the business impact & log/config files.  If a software fix is req’d A-LE will use reasonable efforts to correct th3e defect either in a specific patch or in the next Maintenance Release
Cat 3 Partial system failure but still operational. Service affected at a WAN site but still operational. Within 4 hrs Within 16 Hrs Major – Sev 3 1 Business Day A-LE will use reasonable efforts to resolve the problem or provide a workaround within 30 Calendar Days after receiving a complete problem description, including the business impact and log/config files. If a Software fix is req’d, A-LE will use reasonable efforts to correct the defect either in the next Maintenance Release or in the next Major/Minor Release.
Cat 4 Pre-bookable site visit required Within 4 hrs Arrange appt within 24 hrs
Cat 5 Customer query or R-MAC Within 4 hrs Agree scope and timescales of work required within 24 hrs

Ethernet

Cat 1 Major outage i.e. Total system failure or Total WAN failure Within 30 mins Within 7 Hrs
Cat 2 Partial system failure but business affecting.  Total failure at one/several sites in a WAN Within 1 hr Within 14 Hrs
Cat 3 Partial system failure but still operational.  Service affected at a WAN site but still operational. Within 4 hrs Within 48 Hrs
Cat 4 Pre-bookable site visit required Within 4 hrs Arrange appt within 24 Hrs
Cat 5 Customer query or R-MAC Within 4 hrs Agree scope and timescales of work required within 24 Hrs

Contended DSL

Cat 1 Major outage i.e. Total system failure or Total WAN failure Within 30 mins 24 hr target to repair metallic loop element.   7 day target to repair a BT backhaul element.
Cat 2 Partial system failure but business affecting.  Total failure at one/several sites in a WAN Within 1 hr
Cat 3 Partial system failure but still operational.  Service affected at a WAN site but still operational. Within 4 hrs
Cat 4 Pre-bookable site visit required Within 4 hrs Arrange appt within 24 Hrs
Cat 5 Customer query or R-MAC Within 4 hrs Agree scope and timescales of work required within 24 Hrs

Line Fault

Cat 1 Major outage i.e. Total system failure or Total WAN failure
Cat 2 Partial system failure but business affecting.  Total failure at one/several sites in a WAN
Cat 3 Partial system failure but still operational.  Service affected at a WAN site but still operational.
Cat 4 Pre-bookable site visit required
Cat 5 Customer query or R-MAC