UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT - January 2019 - UBT - Support ...
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UBT TELECOMS LANDLINE AND
INTERNET SERVICES SLA
(SERVICE LEVEL AGREEMENT)
DOCUMENT
January 2019
JANUARY 2019 NA SMITHUBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
Contents
1. Overview .....................................................................................................................................................3
Introduction ................................................................................................................................................3
What Products are Covered by the SLA? ....................................................................................................3
UBT Telecoms Service Credits ....................................................................................................................3
Backup Circuits ...........................................................................................................................................3
Customer Contact and Updates – Keep the Customer Informed (KCI) ......................................................3
UBT Telecoms Service Offerings .................................................................................................................4
Explanation of Terms Used in this Document ............................................................................................4
2. UBT Telecoms Telephone Line Rental (WLR) and Calls - SLA ......................................................................5
UBT Telecoms Telephone Line Rental (WLR) KCIs ......................................................................................6
Telephone Fraud .........................................................................................................................................6
UBT Telecoms CPS/LCR ...............................................................................................................................7
2.1 Analogue Basic Line ..................................................................................................................................7
2.2 ISDN30e/ISDN2e/Analogue Premium Lines..............................................................................................7
3. UBT Telecoms Internet Service Provision - SLA ..........................................................................................7
Advanced Hardware Replacement SLA ......................................................................................................8
1st Year Free of Charge Warranty ..............................................................................................................8
Advanced Support ......................................................................................................................................8
3.1 Ethernet Service Level Agreement (including Private Circuits and Leased Lines) ....................................8
3.1.1 Ethernet Product Description & Performance SLA ............................................................................8
Ethernet Services ....................................................................................................................................8
3.1.2 Ethernet Fault Repair SLA ..................................................................................................................9
UBT Telecoms Ethernet SLA ...................................................................................................................9
UBT Telecoms Ethernet KCIs ..................................................................................................................9
3.2 UBT Telecoms DSL Internet Services SLA ..................................................................................................9
Performance Guarantees .....................................................................................................................10
3.3 Notes to DSL Service Level Agreement ...................................................................................................11
3.3.1 Backup Circuits including PureStream, DualStream, DualStreamM, ADSLStream ..........................11
3.3.2 DSL Standard Care, Total Care and Enhanced Care .........................................................................12
3.3.3 TalkTalk Business Throughput Guarantee .......................................................................................12
4. UBT Telecoms Service Credits...................................................................................................................12
4.1 General Information Regarding Service Credits .....................................................................................12
Service Credit Specifications and Conditions .......................................................................................12
Service Credit Calculations ...................................................................................................................13
Network Maintenance..........................................................................................................................13
Installation and New Service Issues......................................................................................................14
4.2 ADSL, Annex M and VDSL Service Credits ...............................................................................................14
January 2019 Page 1 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT 4.3 Ethernet Service Credits .........................................................................................................................14 4.4 WLR (ISDN30e/2e/Analogue lines) Service Credits ................................................................................14 4.5 Exclusions ................................................................................................................................................14 January 2019 Page 2 of 15
UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT 1. Overview Introduction UBT Telecoms a brand of UBT EU Ltd is a Telecommunications and Internet Solutions Provider that provides a business class service to our customers. This Service Level Agreement sets out the contractual service of the various products that we supply, covering fault repair times, performance of circuits and Service Credits. It is important that you have the correct circuit for your business requirements and this SLA should help you to decide the most appropriate products for your individual needs. What Products are Covered by the SLA? The Service Level Agreement covers all our services from robust and reliable connections such as Ethernet and ISDN30e through to services such as standard ADSL/Broadband which are low cost circuits that can and do fail occasionally. We would suggest that where the Internet connection and email is crucial to your business you upgrade your service to the most reliable connection that you can afford. Please note that some services rely on one or more products to deliver the customer end service, i.e. an ADSL circuit relies on an analogue line, so we recommend looking at the SLA of all components of your service. UBT Telecoms Service Credits UBT Telecoms offer a full Service Level Agreement, backed up by Service Credits on every circuit. Please note that the value of all Service Credits is based on a refund of the rental charge for the period a service is not working starting from the point at which you report the fault. We would ask all our customers to consider the impact of being without internet access/email or phone lines for a week or more and to install one of our backup circuits. Service Credits are designed to provide a commercial incentive and penalty for UBT Telecoms to deliver a reliable service, rectify faults promptly and efficiently, and also to provide recompense to a client for when a service they are renting is not available. Service Credits are not designed to provide any form of consequential loss whether direct or indirect. NOTE: that Service Credits are payable against single faults, suffering from continuous downtime. Cumulative downtime over a number of incidents will not be aggregated into any calculations. NOTE: If we or our suppliers are called to investigate a fault and we determine the fault is due to configuration or other issues which are the responsibility of the client or their agents we reserve the right to invoice for this work Backup Circuits Being without internet dependant services such as email can be critical for a client’s business – a time related Service Credit of £10.00 for a one-week failure will not compensate your business against this failure, hence the importance of a backup circuit and a clear understanding of how to implement this. In order to help you protect your business UBT Telecoms offer a full range of heavily discounted backup circuits often on a differing core network. These are available from £10.00 per month for a Standard ADSL circuit and £18 per month for a Business ADSL circuit. A UBT Telecoms backup circuit provides an extremely robust and affordable backup solution and we strongly recommend you have a working backup in place. We also recommend your backup solution is tested on a monthly basis by whoever has responsibility for your IT. Customer Contact and Updates – Keep the Customer Informed (KCI) We understand that one of the most frustrating issues when you have a fault is when you are not kept up to date with progress. UBT Telecoms has a policy of Keep the Customer Informed (KCI) which details how January 2019 Page 3 of 15
UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
often we will contact you during the life of a fault. As many faults are passed up to the supplier of the
actual product and their SLAs are tied into ours, there is no point in us calling you every half hour when
UBT Telecoms will not be informed of the fault progress for maybe 24 hours. However, we understand
the frustration this can cause and have put together a KCI contact schedules for each product. UBT
Telecoms will normally contact you as soon as we have any information and at a minimum within the KCI
Update time specified for each product. Customers are able to opt out of the standard KCI ratios
provided for each product if preferred. UBT Telecoms also provides web based access to our Fault
Ticketing system which allows you to review the status of your job at any time. Please be assured that we
will be doing all we can to rectify the fault within the timescales detailed within the Service wrap you
have purchased.
UBT Telecoms Service Offerings
The Service wrap of your telephone lines or Internet circuit is an integral part of the product that you are
buying. Please take the time to read the fault handling process and expected repair times that apply to
your product. If you feel that these are not suitable you should consider upgrading your Service Level or
installing a backup circuit that fully meets your needs. The Service wrap covers the following points.
• Target Response Times.
• SLA Clearance Times.
This SLA is divided into several sections.
• Wholesale Line Rental (WLR) which covers the provision of all telephone lines, Analogue and
ISDN.
• Internet Service Provision covering all ISP products including ADSL, Annex M, SDSL M, SDSL,
Copper Ethernet and Fibre Ethernet.
Each section provides separate response times for four different categories of faults.
• System Failure – a fault where there is no service.
• Major Faults – a fault that has a significant impact on the service you are receiving.
• Minor Faults – a non-critical fault that does not significantly impact your ability to do business.
• Other – covering items such as the provision of additional services, changes to a service etc.
Please note only faults classed as System Failures that breach the product SLA qualify for Service Credits.
UBT Telecoms have included response times and some target clearance times for Major Faults, Minor
Faults & Other requests for the sake of completeness but no credits will be paid in relation to these
issues.
To minimise the impact of a Telephone service system failure, where possible we will offer to place a
temporary call diversion to another telephone number such as a mobile phone or another office.
In the event of a prolonged internet outage we may offer a loan mobile broadband router.
For the purpose of calculating services credits, while a loan router has been issued or temporary call
divert has been put in place the fault will be regarded as a major fault.
Explanation of Terms Used in this Document
“Support Desk Opening Hours” refers to the UBT Telecoms office hours of 08.00 – 20.00 hrs Monday –
Friday (excluding public holidays).
“Clock Hours” refers to calendar hours where the fault is being worked on by UBT Telecoms or their
suppliers. This has been abbreviated to “clk hrs” in some SLA tables.
“Work Hours” refers to the hours where the fault is being worked on by UBT Telecoms or their suppliers
during the UBT Telecoms Support Desk Opening Hours. This has been abbreviated to “wk hrs” in some
SLA tables.
“AM appointment” is from 08.00 to 12.59 hrs
January 2019 Page 4 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
“PM appointment” is from 13.00 – 17.59 hrs.
“Response” refers to the first action taken by UBT Telecoms to resolve an issue.
“Clearance” refers to the actual resolution of an issue.
“Parked Time” refers to the time that the clock is stopped. Should UBT Telecoms ask you to test
something, the clock stops until you respond that the requested action has been completed i.e. if we ask
you to re-boot your router at 17.00 hrs and you don’t tell us this is completed until 11.00 hrs the
following day, the clock will have stopped for 18 hours, which will be added to the SLA. This also includes
(but is not limited to) the following scenarios: the time between the earliest supplier offered engineering
appointment and the appointment accepted by the customer, the time between UBT Telecoms
dispatching a replacement router and the router being confirmed connected to the customer circuit, and
any timeframe that site access is denied for an engineer until the engineer is subsequently able to attend
site (i.e. not allowing 24 x 7 access).
Total and Enhanced Care faults may be reported 24 x 7 hours and will be initially remotely investigated
both inside and outside of Support Desk Opening Hours. If an engineering site visit is required, there are
two main appointment slots dictated by suppliers; AM and PM. Standard Care faults may only be
reported during UBT Telecoms Support Desk Opening Hours and will be investigated during this time.
Engineering visit timings for Standard Care are also the same AM and PM appointment slots.
Please note that if BT Group/OFCOM declare a MBORC (Matters Beyond our Reasonable Control) these
SLAs will not be applied.
2. UBT Telecoms Telephone Line Rental (WLR) and Calls - SLA
Detailed below are the SLAs for our range of telephone line services. This covers Analogue lines, ISDN2e
circuits and ISDN30e circuits. There is also some detail about our Carrier Pre-Selection (CPS) / Least Cost
Routing (LCR)discounted calls service, although please note that there are no Service Credits on this
service.
Please note that while a single Analogue line may not be vital to your business in itself, it may support an
essential service such as ADSL, SDSL M or RedCare alarm monitoring. Please bear in mind the effect on
your business should these services fail. Consequently, you should ensure the SLA on your analogue line
is at least as good as the SLA of the service it supports.
The key differences in support depend on the Openreach Service Level taken out on a circuit. The clear
times for the different Service Levels are detailed below:
Service Level 1 (Basic Lines Only) EONWD+1: End of Next Working Day plus an additional Working
Day, Monday to Friday excluding Public and Bank Holidays. For
example, repot Tuesday, clear Thursday .
Service Level 2 EONWD: End of Next Working Day, Monday to Saturday
excluding Public and Bank Holidays. For example, report
Tuesday, clear Wednesday
Service Level 3 EONHWD: End of Next Half Working, Monday to Sunday
including Public Holidays. For example, report 13.00, clear by
23.59 the same day. Report after 13.00 clear by 12.59 the
next day. Please note engineers only work 0700 hrs to 2100 hrs.
Service Level 4 Clear within 6 hours, any time of day, any day of the year
UBT Telecoms Telephone Line Rental (WLR) Fault Repair SLA
Target Response Times SLA Clearance Times
Product System Major Minor Other Lvl 1 Lvl 2 Lvl 3 Lvl 4
Name Failure Faults Faults
January 2019 Page 5 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
Analogue 30 mins 2 wk hrs 4 wk hrs 1 wk hr EONWD+1 EONWD EONHWD 6 clock
Basic Line hrs
Analogue 30 mins 2 wk hrs 4 wk hrs 1 wk hr n/a EONWD EONHWD 6 clock
Premium hrs
ISDN2e 30 mins 2 wk hrs 4 wk hrs 1 wk hr n/a EONWD EONHWD 6 clock
hrs
ISDN30e 30 mins 2 wk hrs 4 wk hrs 1 wk hr n/a EONWD EONHWD 6 clock
/ DASS2 hrs
30
There are two service types for single Analogue lines; Basic & Premium. Basic is a low cost variant that
includes Service Level 1. The Service Level can be increased but this brings the line rental to the same as a
Premium Line.
Therefore, if you require anything more than Service Level 1 we recommend a Premium Line, which
comes with Service Level 2.5 as standard, you can then increase this to Level 3 or 4 if required.
All Multi-line Analogue, ISDN2e and ISDN30e services are only available with Service Level 2 as a
minimum.
Please note that if Openreach need to attend site you will need to provide access at your own cost.
Should Openreach not be able to contact you or gain access to the site the Service Level will default to
the lowest level on your line type i.e. Service Level 1 on a Basic Line and Service Level 2 on a Premium
Line which will delay the resolution of the fault. There will also be a Missed Appointment Fee of £85.00.
It should be specifically noted that if Service Level 4 has been purchased for a product, but 24 x 7 site
access is unavailable at the point of logging the job with UBT Telecoms, the Service Level will default to
the lowest level on your product type.
We strongly recommend a Disaster Recovery (DR) Plan is in place for critical lines - please note that while
most faults will be cleared within the target clear time, our experience is that a minority of faults take a
week or more to rectify. This might include the use of alternate sites to receive telephone calls, or
alternative lines on your main site. Areas to consider are what will happen if your main site in unusable,
you have a power failure, your telephone system fails, or simply that the telephone lines are down. All of
these scenarios require a slightly different response in order to keep your business up and running.
Please contact us for assistance with an appropriate DR Plan.
UBT Telecoms Telephone Line Rental (WLR) KCIs
UBT Telecoms Telephone Line Rental (WLR) KCI Update Targets
Targets KCI - Customer Update Frequency KCI - Contact Ratio (call/electronic)
Product System Major Minor Other System Major Minor Other
Name Failure Faults Faults Failure Faults Faults
Analogue 4 wk hrs 4 wk hrs 4 wk hrs n/a 1:1 1:2 1:3 n/a
Basic Line
Analogue 4 wk hrs 4 wk hrs 4 wk hrs n/a 1:1 1:2 1:3 n/a
Premium
Line
ISDN2e 4 wk hrs 4 wk hrs 4 wk hrs n/a 1:1 1:2 1:3 n/a
ISDN30e 4 wk hrs 4 wk hrs 4 wk hrs n/a 1:1 1:2 1:3 n/a
/ DASS2 2
Telephone Fraud
There are currently significant levels of telephone fraud occurring and the frequency and value is
increasing. It is your responsibility to ensure that your telephone system is secure against being hacked
by fraudsters. Call Fraud can escalate at an extremely high speed and you will be liable for all these calls.
January 2019 Page 6 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT UBT Telecoms has various fraud detection procedures in place and we will endeavour to contact you as soon as we become aware that a fraud may be in progress. Please note that UBT Telecoms Fraud Detection is of a high standard but is provided on a non- contractual, reasonable efforts basis and you will remain liable for all calls made on your lines. We may contact you to discuss an unusually high volume of calls on your lines and may also attempt to block further calls on your lines in these circumstances, regardless as to whether we have been able to contact you. Please note that depending on the circumstances we may or may not be able to block calls from being made and you will need to physically disconnect your telephone system from the Public Telephone Network or Internet to be totally sure no more calls are being made. You should contact your telephone system maintainer who may be able to block calls. UBT Telecoms CPS/LCR UBT Telecoms Carrier Pre-Selection (CPS) or Least Cost Routing (LCR) discounted call service – uses a combination of calls routing via the BT Wholesale network and the networks of one or more alternative providers. The ability to make calls is subject to the line being live and dial tone being available. Our alternative providers aim for their service to be available 99.99% of the time. If however there is an issue their networks there is also an override code 1280 which will force a specific call onto the BT Wholesale network. This may be charged at a higher rate, so this is for emergency use in the unlikely event that alternative providers network is not available. 2.1 Analogue Basic Line Service Level 1 is the lowest support level provided by UBT Telecoms and is only available on a Basic Analogue line. Clear by 23.59 day after next, Monday to Friday, excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday. For improved Service Levels, please see below under Premium Lines. 2.2 ISDN30e/ISDN2e/Analogue Premium Lines Premium Lines come with Service Level 2 as standard. This is the service we recommend as a non-critical normal business line. There is a significantly improved fault clear time, which is by end of next working day, based on Monday to Saturday. Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday. Lines can be upgraded to Service Level 3 or 4 and we would recommend these options for lines that are mission critical. 3. UBT Telecoms Internet Service Provision - SLA Detailed below are the SLAs for our range of Internet Circuits. The first section relates to Ethernet services which are becoming the UK’s standard for business Internet connectivity – these services have some of the best SLAs in the market. We recommend that clients who rely on the Internet use an Ethernet circuit due to the better reliability, throughput and quality of these circuits which offer dedicated guaranteed bandwidth for each customer. The second section covers our DSL Based Internet Services and includes all varieties of ADSL (Max, Standard, 2+ and VDSL or Fibre Broadband) and Annex M products. UBT Telecoms runs a business grade ADSL & VDSL network; however, it should be noted that DSL is a shared service designed to provide low cost Internet access. January 2019 Page 7 of 15
UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
Advanced Hardware Replacement SLA
We recommend that all customers sign up to UBT Telecoms Advance Hardware Replacement service,
which offers excellent value hardware maintenance. A summary of the standard warranty is below.
1st Year Free of Charge Warranty
Should equipment need to be replaced within the first 12 months the following procedure will apply.
• UBT Telecoms & customer identify faulty equipment (at customers cost).
• Customer returns faulty equipment to UBT Telecoms.
• UBT Telecoms returns the equipment to manufacturer.
• Once repaired UBT Telecoms courier equipment to customer.
• Please note this may mean you are without the equipment for up to 4 weeks.
UBT Telecoms supplied routers are covered by a standard 12-month warranty, detailed above. Upon
expiry of the warranty, should hardware develop a fault this will be a chargeable item; either a
chargeable repair or you will need to purchase new equipment.
Advanced Support
By upgrading to ‘Advanced Support’ customers will receive a replacement router by 10.00 hrs the
following working day, free of charge for faults where UBT Telecoms has agreed that replacement is
required prior to 1530 hrs the previous day.
All faulty equipment must be returned to UBT Telecoms within 14 days of receiving a replacement or you
will be invoiced for the replacement equipment.
3.1 Ethernet Service Level Agreement (including Private
Circuits and Leased Lines)
3.1.1 Ethernet Product Description & Performance SLA
Ethernet Services
Ethernet circuits are the standard solution for clients requiring the highest levels of reliability, speed and
quality bandwidth. Ethernet circuits provide a dedicated high speed, uncontended, full duplex
symmetrical bandwidth solution that has lower overhead and higher reliability than all Broadband
(ADSL/VDSL) services.
Using either fibre or copper access technology, Ethernet provides flexible bandwidth options from 2Mb
right up to 1Gb. As Ethernet has lower overheads than DSL services the circuits support a significantly
greater throughput of data.
Ethernet provides guaranteed throughput on the entire bandwidth, meaning the headline speed quoted
is what you will actually receive. Ethernet is ideal for mission critical bandwidth such as Voice or Video
and can be used for both Voice and Data using Quality of Service (QoS). A single Ethernet circuit is
normally less expensive than a combination of ISDN30e and SDSL or a Leased Line.
Ethernet is available over both copper (EFM Copper Ethernet) and Fibre (Fibre Ethernet). The
Performance SLAs are the same for both services and are a significant improvement on even the best
ADSL services.
Circuit Type Max Guaranteed Guaranteed Packet Loss Latency SLA Jitter SLA
Download / Throughput Uptime SLA
Upload
Speeds
January 2019 Page 8 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT EFM As quoted 100% 99.93% 0.01%
UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
Performance Guarantees
With regard to Performance SLAs these cover line speed which specifies MAXIMUM rather than
guaranteed speed, together with quality guarantees covering Packet Loss, Jitter and Latency.
Some circuits have a Guaranteed or Prioritised Throughput which may be the same as the Line, or
maximum, speed as in the case of Ethernet circuits where a 10Mb circuit guarantees 10Mb of bandwidth.
In other some cases such as EoFTTC the Prioritised Throughput covers a fixed amount of bandwidth. In
these cases the Quality Guarantees only apply to the Guaranteed Throughput proportion of the circuit.
UBT Telecoms ADSL Circuit Speed, Performance & Quality SLA
Speed & Throughput Quality Criteria
Product Max Max Priority Min Target or Max Max Max
Name Download upload at busy Guaranteed Guarantee Packet Latency Jitter
Speed Speed times throughput Loss
(Mb) (Mb)
UBT Telecoms BT Wholesale Products
ADSL 8 0.4 No None Target None None None
Max
Standard
ADSL 8 0.8 Yes None Target None None None
Max
Premium
ADSL2+ 24 0.4 No None Target None None None
Standard
24
ADSL2+ 24 1 Yes None Target None None None
Premium
24
VDSL2 40 2 No Yes If sync Target None None None
Standard above 16Mb,
16 Mb down
for 90% of the
busy 3 hour
period
VDSL2 40 10 Yes Yes If sync Target None None None
Premium above 16Mb,
16 Mb down
for 90% of the
busy 3 hour
period
Annex M 16 2 Yes Yes 85% up Target None None None
from 0800 to
1700 hrs
Monday to
Friday
UBT Telecoms TalkTalk Business Wholesale Products
ADSL2+ 16 1 Medium None None None None None
Standard
ADSL2+ 16 1 High 0.5Mb up Guarantee 1% 80msUBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT LLU 16 2.5 Medium None None None None None Annex M Standard None LLU 16 2.5 High 1.0Mb up Guarantee 1% 80ms
UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
same IP addresses. This allows an easy and straightforward changeover should the Primary circuit fail, by
unplugging the router from the Primary circuit and connecting the standby router to the Secondary
circuit (ensuring that this is connected to your network). The backup circuit is for PureStream a second
SDSLM circuit giving an uncontended 2Mb circuit backed up by a second 2Mbuncontended SDSLM. For
DualStream and DualStreamM the backup circuit is an ADSL circuit.
The performance SLAs for each individual circuit are as above, but you have the security of knowing there
is a backup circuit immediately available. UBT Telecoms strongly recommends that an appropriate
backup service is in place and tested on a regular basis. It is the responsibility of the Customer to ensure
the backup service works as expected and that your staff understand how to effect the fail over
procedure.
Please note that the improved SLAs and Service Credit arrangements apply to BOTH the primary and
backup circuits being down. Where just the main circuit has failed, the normal SLAs for that product will
apply.
3.3.2 DSL Standard Care, Total Care and Enhanced Care
Standard Care is the basic support level provided by UBT Telecoms. UBT Telecoms DSL circuits on
Standard Care offer a 40 or 48 clock hour clear depending on the supplier but no guaranteed response
time. Unlike many ISPs we provide a Service Level Agreement on standard DSL circuits, this is supported
by Service Credits if a circuit fault is not remedied within the SLA clear time.
Total Care is an elevated support service from BT Wholesale, covering any DSL product. Total Care offers
a clear of 20 clock hours by BT Wholesale, a 4 hour response time and is supported by an improved
Service Level Agreement which allows for Service Credits once the ADSL has been out of service for 20
clock hours. If BT Wholesale are unable to complete a repair because access is unavailable, the Service
Level will revert to Standard Care and a 40 clock hour clear time.
Enhanced Care is an elevated support service from TalkTalk Business (TTB), covering any DSL product.
Enhanced Care offers a clear of 24 clock hours by BT Wholesale, a 4 hour response time and is supported
by an improved Service Level Agreement which allows for Service Credits once the ADSL has been out of
service for 20 clock hours. If BT Wholesale are unable to complete a repair because access is unavailable,
the Service Level will revert to Standard Care and a 48 clock hour clear time.
3.3.3 TalkTalk Business Throughput Guarantee
TalkTalk Business products have prioritised downstream and guaranteed upstream rates (assuming the
sync rate is greater than the guarantee, otherwise the guarantee is the sync rate).
UBT Telecoms does not guarantee local loop line quality and, therefore, cannot guarantee that all lines
can support the prioritised upstream and minimum downstream bandwidth speeds specified for its
TalkTalk Business products.
4. UBT Telecoms Service Credits
4.1 General Information Regarding Service Credits
Service Credit Specifications and Conditions
In the event UBT Telecoms fails to achieve the relevant Service Level Agreement clear time, UBT
Telecoms will offer a Service Credit subject to the following:
1. Time starts from when we issue a Fault Reference Number once fault has been received by UBT
Telecoms Customer Service Centre.
January 2019 Page 12 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
2. All claims for Service Credits must be made within 10 working days of the fault being cleared. To
be eligible for a Service Credit you must include the following:
a. UBT Telecoms Fault Reference Number, you will be issued with this when you report the
fault. No service credit can be issued without this Fault Reference Number.
b. You must have informed UBT Telecoms of any service-affecting conditions at the time of
failure and provided UBT Telecoms with all other information reasonably requested in
furtherance of troubleshooting the reported issue.
c. Engineers must have been able to gain entrance to the premises if required to affect a
repair.
3. UBT Telecoms may reject any Service Credit request which does not provide sufficient supporting
information to allow UBT Telecoms to verify the claim.
4. All requests for Service Credits will be subject to confirmation by UBT Telecoms and will be
applied by UBT Telecoms as soon as possible to a subsequent recurring invoice following
approval.
5. Service Credits only apply to a complete circuit failure; no Service Credits will apply for items
such as email related or web hosting related faults.
6. Please see below for the value of the Service Credit which in all cases is based solely on the
rental amount charged per month.
7. Service Credits are payable against single faults with continuous downtime – recurring and
occasional faults will be treated as separate individual faults in all cases.
8. No additional payments will be made for any form of consequential loss, whether direct or
indirect, incurred due to any failure or partial failure of the service.
UBT Telecoms will inform the client if we reject a request for Service Credits within 10 days of receiving
the request, if the clients wish to contest this rejection they may resubmit the request with any additional
supporting information within 10 days of UBT Telecoms’ notification of its rejection of the credit request.
Service Credit Calculations
Service Credits are calculated based on the contracted annual rental charge for the relevant circuit
(calculated as the monthly charge x 12), pro-rated by the number of days of eligible Service Credit as
applied on the relevant SLA. For each 24 hour period on which a Service Credit is due, the credit will be
calculated as an amount equal to 1/365 of the applicable annual rental charge of the affected service.
The maximum Service Credit payable in respect of all failures within any single calendar month shall not
exceed the monthly fees charged by UBT Telecoms for the relevant service for the month in which the
Service Credit is claimed.
Any excess credits will not carry over into later invoices. Service Credits will be credited onto the client’s
monthly invoice, under the relevant service.
The Service Credits detailed herein for each Service Level Agreement shall be the exclusive remedy
available to the Customer for UBT Telecoms’ failure to achieve such Service Level. This SLA does not
represent a warranty or guarantee by UBT Telecoms that services will be uninterrupted or fit for any
particular purpose or intended use of any kind, and UBT Telecoms shall not be liable for any damages of
any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the
permitted Service Credits authorised and described hereunder.
Network Maintenance
Planned Network maintenance is targeted to not exceed 4 hours in total in any calendar month. UBT
Telecoms will endeavour to provide the Customer with 48 hours’ notice of Planned Maintenance.
Planned maintenance will take place between the hours of 12.00 midnight and 6.00am, where possible
any emergency maintenance will also take place during these hours.
January 2019 Page 13 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
Installation and New Service Issues
New service and installation issues (line or circuit not live by target live date) are not included in the SLA
agreement. Please note that billing for every circuit will commence on the date of installation by the
supplier or another third party regardless of whether you are actually using the circuit.
4.2 ADSL, Annex M and VDSL Service Credits
If UBT Telecoms fails to clear the Digital Subscriber Line fault reported in accordance with this SLA, UBT
Telecoms will credit your account in relation to each service affecting incident with one (1) days service
credit for each 24 hour period after the SLA clear time that the service remains in a state meeting our
definition of a System Failure.
DSL Service Credits are calculated based on the contracted annual rental charge for the relevant circuit
(calculated as the monthly charge x 12), pro-rated by the number of days of eligible Service Credit as
applied on the relevant SLA. For each 24-hour period on which a Service Credit is due, the credit will be
calculated as an amount equal to 1/365thof the applicable annual rental charge of the affected service.
The maximum Service Credit payable in respect of all failures within any single calendar month shall not
exceed the monthly fees charged by UBT Telecoms for the relevant service for the month in which the
Service Credit is claimed.
4.3 Ethernet Service Credits
If UBT Telecoms fails to clear the Ethernet circuit (or Private Circuit or Leased Line) fault reported in
accordance with this SLA and the fault is not resolved after 8 hours UBT Telecoms will pay a sum equal to
20% of monthly rental. Each subsequent 24-hour period where the fault is unresolved will generate an
additional payment of 20% of monthly rental. Payments are capped at 200% of monthly rental over any
12-month period.
4.4 WLR (ISDN30e/2e/Analogue lines) Service Credits
If UBT Telecoms fails to clear the WLR line fault reported in accordance with this SLA, UBT Telecoms will
credit your account in relation to each service affecting incident with one (1) days service credit for each
24 hour period after the SLA clear time that the service remains in a state meeting our definition of a
System Failure.
WLR Service Credits are calculated based on the contracted annual rental charge for the relevant circuit
(calculated as the monthly charge x 12), pro-rated by the number of days of eligible Service Credit as
applied on the relevant SLA. For each 24-hour period on which a Service Credit is due, the credit will be
calculated as an amount equal to 1/365 of the applicable annual rental charge of the affected service.
The maximum Service Credit payable in respect of all failures within any single calendar month shall not
exceed the monthly fees charged by UBT Telecoms for the relevant service for the month in which the
Service Credit is claimed.
4.5 Exclusions
UBT Telecoms will not be responsible for, and Service Credits will not be issued in connection with, any
failure by UBT Telecoms to meet a Service Level Agreement by reason of any of the following:
1. Any Customer act or omission, including without limitation any negligence, wilful misconduct or
misuse of any service or equipment, which impairs UBT Telecoms’ or our wholesale partner’s
ability to provide service.
2. Scheduled and Emergency maintenance on the UBT Telecoms network.
January 2019 Page 14 of 15UBT TELECOMS LANDLINE AND INTERNET SERVICES SLA (SERVICE LEVEL AGREEMENT) DOCUMENT
3. Failure on the part of the Customer to timely report the incident and open a Customer Fault
Reference (MJA Number) in as described in this SLA.
4. UBT Telecoms may modify the Service Level Agreements and the level of Service Credits for the
failure by UBT Telecoms to meet any Service Level Agreement at any time. Such modifications
shall be deemed effective immediately upon posting of the modified SLA on the UBT Telecoms
web site, www.UBT Telecoms.net, or by notifying you. If you have any questions, please contact
your Account Manager.
5. Your account must be kept up to date throughout the contract period, and contract terms must
be adhered to, including payment by monthly Direct Debit; failure to do so will invalidate this SLA
agreement. We retain the right to update this SLA in part or full, with 30 days written notice.
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