Service Definition: MPLS Access

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1 1 Service Definition: MPLS Access

2 2 Contents About Internet Access 3 Global 4 s MPLS Access Platform 4 Access Services, Capacity and Contention 5 6 Access Circuits, Reliability and Fault Resolution 6

3 3 1. About Internet Access 1.0 Global 4 s MPLS access solution is to provide all or most of the physical and logical infrastructure to give a customer the ability to transmit MPLS traffic between multi-site locations. 1.1 The product involves one or two Access Services from the customer location to Global 4 s MPLS access platform. 1.2 MPLS Access Services (sections 3.0 and 4.0) MPLS ADSL Max /2+/Annex M MPLS FTTC MPLS EFM MPLS Ethernet 1.3 The service optionally includes Customer Premises Equipment (CPE) to connect that Access Service to the customer s local network or computing facilities. The Managed Device service is defined in Global 4 s Managed Service Definition, which describes Global 4 s device management and support services in more detail. 1.4 Customer Premises Equipment 1.6 If the customer has not purchased CPE services from Global 4, the downstream service boundary for this solution is the Network Termination Unit (NTU) of the circuit at each site, which will typically be rack-mounted. This type of Internet access service is referred to as wires only. 1.7 If the customer has purchased CPE services from Global 4, the downstream service boundary for this solution is the LAN interface of the CPE. This type of Internet access service is referred to as managed. 1.8 Also included is the lease of RIPE-allocated addresses associated with the connectivity system to enable Internet access. The number of IP addresses and whether they are static or dynamic depends on the access service selected 1.9 In general, Global 4 will provide a block of 4 IP addresses (2 usable) for applicable Internet breakout services. Larger blocks may be available on request, but are subject to prevailing RIPE regulations Where necessary (e.g. ADSL services) Global 4 will provide RADIUS authentication services to allow customer CPE to authenticate with the broadband access platform. ZyXEL (various models) DrayTek (various models) Cisco (various models) Juniper (various models) 1.5 The upstream service boundaries are the various physical interconnects between the Global 4 MPLS access platform and network facilities that are part of the upstream MPLS infrastructure, but not under Global 4 s control.

4 4 2. Global 4 s MPLS Access Platform 2.0 The nature of the platform is to enable reliable and high performance IP traffic transfer between Global 4 s customer s access services and the public Internet infrastructure. 2.1 Unless otherwise noted, one of the Access Services is defined as the primary access service and the other as a secondary. The secondary access service is not used in normal operation and is considered as a passive standby. 2.2 The Access Service type determines which circuit is the primary route for traffic to a site. Access Service type precedence is as follows: 2.3 Access Service Availability Monitoring All MPLS access services are polled for availability by Global 4 s automated monitoring system. This occurs at five-minute intervals. If three checks in a row fail, an alarm state is generated. This means the quickest an alarm state will be generated subsequent to an outage will be ten minutes. The worst case is fifteen minutes MPLS access circuits which are bonded using MLPPP or similar, are monitored individually, and the virtual (bonding) interface is also monitored for availability purposes An alarm state will generate a ticket in Global4 s support queue. Optionally it can be used to generate an and/or SMS to the customer. This can be requested from your account manager, or by raising a ticket with Global 4 s Customer Service Team To ensure a prompt response, Global 4 urges customers to telephone Global 4 to report a fault as per the Internet access SLA. 2.4 Access Service Traffic Graphing All MPLS Access Services are polled for traffic load statistics by GLOBAL 4 s automated monitoring system at regular intervals. This interval depends upon the type of access service Traffic data is used to build a traffic profile for each Access Service, which is available, in near real-time, via a portal To obtain a username and password for access to the graphing portal, please make a written request to your account manager, or raise a support ticket with Global4 s Helpdesk To access traffic stats for fixed-line Internet access, please contact the Global 4 Customer Service team. 2.5 Internet Access Traffic Management Global 4 s Internet access platform does not filter traffic, shape it or otherwise interfere with it under normal operations. There are no download limits or restrictions to protocols employed other than those stated in Global 4 s AUP In the event of network traffic that is identified as an attack, Global 4 reserves the right to proactively block traffic as close to the source as possible and then conduct an investigation into the source of the traffic. This will be in partnership with customers (if the attack source is internal to Global 4 s borders) or with other service providers (if the attack source is external to Global 4 s borders).

5 5 3. Access Services, Capacity and Contention 3.1 Access Service General Availability All MPLS Access Services are subject to geographical availability and subject to survey. 3.2 Internet Access Using ADSL MPLS access using ADSL requires an active broadband account supplied by Global 4. Optionally Global 4 can provide the PSTN circuit as well Upstream platform access is provided at the following maximum theoretical data rates: MPLS ADSL Max 800kbps MPLS ADSL 2+ 1Mbps MPLS ADSL Business M 2Mbps MPLS FTTC 2-20 Mbps Downstream platform access is provided at the following maximum theoretical data rates: MPLS ADSL Max 8Mbps MPLS ADSL Mbps MPLS ADSL M 16Mbps MPLS FTTC Mbps For ADSL Max services; An automated Dynamic Line Management (DLM) system establishes a Maximum Stable Rate (MSR) for each line independently. The MSR may be significantly lower than the theoretical maximum because of building infrastructure issues, local copper quality and wire distance from the local exchange Actual synchronisation rates will vary on a day-to-day basis due to external influences like interference. If the synchronisation data rate drops 30% below the MSR, then an unusually poor performance fault can be reported Unacceptable performance thresholds exist for the downstream performance according to the following calculation: Unacceptable downstream performance threshold = 10% of the Synchronisation rate No such performance thresholds exist for upstream data rates, which are generally more predictable than downstream data rates Interleaving adds to circuit latency, but stabilises the access circuit at high data rates. ADSL services have interleaving switched to AUTO by default. The DLM will determine whether interleaving is necessary for any given service during the stabilisation period. The customer may ask Global 4 to switch this on or off, if desired although it is recommended to leave this set to auto Traffic from ADSL 2+ and ADSL M services are given the highest priority. Traffic from Max services is a medium priority. Traffic from all other services is low priority. Priority is only honoured over the broadband access service not the Internet access platform. 3.3 EFM EFM includes 2-20 dedicated copper pairs and involves bonding circuits at a network level, presenting at the customer site as a single copper Ethernet interface It is possible that a survey will identify that additional ancillary charges will need to be paid to complete an installation.

6 Upstream and downstream platform access is provided at a maximum theoretical data rate of 20Mbps EFM services operate at a set maximum bandwidth selected at point of order from a range between 2Mbps and 20Mbps in 2Mbps increments EFM is an uncontended service. Other users of the local exchange do not impact access circuit performance EFM is delivered onto the Global 4 MPLS Access platform using VLANs. customer VLAN tags will not be honoured by the service Ethernet E100/E1000 is an uncontended service. Other users of the local exchange do not impact access circuit performance Ethernet E100/E1000 is delivered onto the GLOBAL 4 Internet Access platform using VLANs. Customer VLAN tags will not be honoured by the service All Ethernet service performance is very sensitive to CPE interface settings, specifically in terms of speed and duplexity. In most cases, the service will be full duplex and the speed hard set. However, this can vary depending on exact delivery parameters. If there is any doubt, please contact Global 4 s helpdesk EFM requires any CPE to be configured with the interface speed specifically set to full duplex, rather than auto EFM is subject to copper quality at the local customer site. It is possible that, during survey, the site will be found to have copper of insufficient quality to support EFM services. In Global 4 s experience, this occurs in around 15% of installations. 3.4 Ethernet Ethernet E includes a dedicated fibre circuit It is possible that a survey will identify that additional ancillary charges will need to be paid to complete an installation Upstream and downstream platform access is provided at a maximum theoretical data rate of 100Mbps (E100) or 1Gbps (E1000) Ethernet E services are tiered. This means that the customer sets the actual data rate to one of the following capacities: E Mbps in 10Mbps steps E Mbps in 100Mbps steps

7 7 4. Access Circuits, Reliability and Fault Resolution 4.1 Access Service General Fault Resolution Faults will be resolved according to the principles and goals detailed in the MPLS access SLA. 4.2 MPLS Access using ADSL Where Global 4 is not the supplier for the PSTN service that the DSL service relies upon; Global 4 is not responsible for resolving faults with the copper local loop from the customer s site to the local exchange Global 4 s design criteria suggest that statistically the mean time between failures (MTBF) of an individual DSL access service is 15 months. 20% of these faults require escalation to the broadband supplier. 80% of faults escalated to a broadband supplier are resolved within 5 days. Global 4 expect a DSL service to be available 99% of the time Root cause of connectivity failure by incident volume: 4.3 EFM Global 4 does not yet have sufficient data to generate meaningful statistics about EFM s general availability. Global 4 s target availability, based on test data, and the fact that Global 4 uses a minimum of two copper pairs to deliver the service, is 99.7%. 4.4 Ethernet GLOBAL 4 s design criteria suggest that statistically the mean time between failures (MTBF) of an individual fixed-line Access Service is 20 months. 90% of these faults require escalation to the circuit provider. Average time to restore service from escalation is five hours. Global 4 expects fixed-line service to be available 99.9% of the time. END 20% Exchange, DSLAM or cable fault 15% xdsl access layer fault 10% Customer equipment 7% Service provider network fault 40% Fault not found or right when tested Page

8 1 SLA: MPLS Access

9 2 Contents Scope of Document & Responsibilities 3 Service Level Agreement 4-6 Failure to meet SLA s & Fault Reporting 5

10 3 1. Scope of Document & Responsibilities 1.0 This document describes the service level agreement (SLA) for the following products and access services; MPLS ADSL Max /2+/ Annex M MPLS FTTC MPLS EFM MPLS Ethernet 1.1 Brief Description and Responsibilities 1.2 MPLS Access service definition Global 4 s MPLS Access service is defined in a separate service definition document. 1.3 Global 4 s service level operating hours Global 4 s full service levels operate between 08:30am and 17:30pm, Mon Fri. For the management of severity 1 emergency faults (see 2.2) with premium services (see 2.5.1), Global 4 s service levels operate outside of these core support hours, 24x7, using a Duty Support Engineer process. 1.4 Global 4 s responsibilities Global 4 is responsible for: The MPLS Access platform The customer access circuit(s) to the platform (when supplied by Global 4) Provision of a helpdesk for call handling Fault resolution and escalation In addition, for fixed line services: Proactive monitoring / alerting of access availability for managed services Outage alerts by Utilisation stats of access circuits 1.5 Customer responsibilities The customer is responsible for: Completion of the appropriate Order Forms describing the site, location and access requirements Definition of IP addressing on the LAN Definition of an appropriate security policy Notifying Global 4 of any changes to site and contact details Basic troubleshooting Reporting faults with the network Access to sites for fault resolution Adherence to Global 4 s Acceptable Use Policy

11 4 2. Service Level Agreement 2.1 The MPLS Platform target SLA is defined in the table below MPLS Platform Metric 2.2 Incident Severity Incident severity is defined in the table below: Severity Class Description 1 Emergency 2 Major 3 Minor 4 Information Request Target MPLS Platform Availability 99.99% MPLS Platform Packet Loss <0.1% Core MPLS platform SLA excludes the customer access service or any service outside our boundary. MPLS Platform SLA calculation excludes variances attributable to (a) scheduled network maintenance (including emergency) or (b) a Force Majeure event. Because service credits are claimed on a per incident basis, the above measure is for network planning and account review purposes only. Total loss of service e.g. Total circuit or equipment failure Significant degradation of service. Minor degradation of service. E.G. Modification to configuration equipment. Global 4 will initially determine and agree the incident severity with the customer. Global 4 may change the severity during repairs. For example, if an incident of severity 1 is temporarily repaired, then the incident may be reduced to a severity 2. The new classification will determine the course of actions thereon. 2.3 Target Response and Fix Time Diagnosis and Response Times The primary method of reporting emergency and major faults to Global 4 should be by telephone. Faults reported by or via the web portal may not be allocated to a support engineer in an appropriate timescale to provide the desired level of response. For fault reporting instructions, see section 5.0 below Severity By Telephone or Portal 1 30 minutes Inappropriate ( 4 hours) 2 1 hour Inappropriate ( 4 hours) 3 4 hours 4 hours 4 Next working day Next working day The response time clock starts when a ticket is created on Global 4 s system via the mechanisms above.

12 5 2. Service Level Agreement 2.4 Service Restoration Times The service restoration target is the criteria upon which service credits are based (see 4.3). Faults are generally classified as circuit failures (see 2.5), or hardware failures (see 2.6). 2.5 Circuit failures Target restoration times depend on the access technology employed at each site Premium Access services in the premium category; MPLS Ethernet E100/E1000 +N Severity Target Service Restoration 1 4 hours 2 8 hours 3 Next Working Day 4 N/A Enhanced Access services in the enhanced category; MPLS EFM, MPLS ADSL with Enhanced Care Severity Target Service Restoration 1 Next Working Day 2 Three Working Days 3 No Guarantee 4 N/A Access services in the standard category; MPLS ADSL Max /2+/ Annex M, MPLS FTTC. Severity Target Service Restoration 1 Five Working Days 2 Ten Working Days 3 No Guarantee 4 N/A 2.6 Hardware Failures Devices and hardware under a Managed maintenance contract are covered under the Managed SLA. 2.7 Service Restoration Clock The service restoration clock starts when a ticket has been allocated, the customer contacted, a severity assigned and the initial diagnosis work has been completed. Tickets may be left open, post service restoration, for monitoring purposes or when a customer action is pending. Thus the clock stops when the ticket is closed or when a member of Global 4 s Helpdesk informs the customer of service restoration, whichever is sooner. Should a fault be raised outside Global 4 s defined service level operating hours (see 1.3), the measurement of the response and service restoration time will not commence until the start of the next working period.

13 6 2. Service Level Agreement 2.8 Outages and Maintenance Network maintenance will normally be performed outside of service level operating hours (see 1.3). Should maintenance be service affecting, the affected customers will be notified with three working days notice via the nominated contact detailing the work to be carried out and any effect on service. All network maintenance on Global 4 s network is also published on our website. Under exceptional circumstances it may be necessary to perform emergency engineering work without prior notice. In that event, Global 4 will use its best efforts to limit any resultant adverse effects on the customer s service. 2.9 Emergency and Major Fault Escalation Escalation means that more senior support staff will be made aware of the customer s fault and provide additional assurance to the customer. For continuity, the customer s point of contact with Global 4 s Helpdesk. Escalation Path Tier Job role 1 Customer Service Desk 2 Team Leader 3 Director 4 Managing Director 2.10 Call out charge for non Global 4 Faults Fault resolution sometimes means an engineer has to visit a site. If, while the engineer is onsite, the incident is discovered not to be a hardware or circuit failure under Global 4 s control (e.g. the managed device has been unplugged, or there is a fault with customer equipment or facilities), Global 4 reserves the right to pass on any charge incurred in the investigation of the incident. Global 4 will escalate where appropriate severity 1 and 2 incidents using the procedure below. Time before escalation starts Level Premium Enhanced Escalation 3 hours 12 hours 16 hours

14 7 3. Failure to meet Service Levels & Fault Reporting 3.1 Management Escalation Path 3.4 Service level claim conditions When target quality parameters are not met, or when a Customer is dissatisfied, they can use the following management escalation path. Total service credits per month are limited to 100% of the total due in respect of the monthly charges calculated pro-rata for that month. Tier Service restored Within 1 working day of the service restoration target More than one working day behind the services restoration target Job role 1 Account Manager 2 Sales Director 3 Managing Director 3.2 Making a Claim A claim should be made in any month where there are one or more incidences where the agreed service restoration target was not met. A claim should be made via , quoting the Global 4 ticket reference to your Account Manager. The deadline for making a claim is 5 working days after the end of the month for which credit is requested. 3.3 Service credits If, in Global 4 s reasonable opinion, the target time for service restoration for an incident is exceeded (see 3.4), the customer will be entitled to a service credit for the failure according to the following schedule: Service credit 25% pro-rata monthly charge associated with the failed access or hardware service 40% of pro-rata monthly charge associated with the failed access or hardware service The customer has notified Global 4 in writing within 5 working days after the end of the month for which credit is requested. Service credits will be applied as a credit to the Customer s account and, as such, will be deducted from the value of the next invoice. Service credits will not be granted if there is any amount owing by the Customer to Global 4 under this agreement or otherwise and such amount is overdue. 4.0 Reporting a Fault 1. Dial: Be prepared with the following: a. Company name and your name b. Your telephone number c. Site address where the fault is d. Circuit number e. Description of the problem f. What happened prior to the fault? g. How the fault been diagnosed? 3. For severity 3 and 4 incidents, or as an alternative to calling, please END

15 Service Information & SLA's

16 Contents Global 4 General SLAs 3 Provisioning 4 System Maintenance 5 Line Care 6

17 Customer Services Escalations Global 4 Customer Services Primary Lead Times & Escalations Global 4 Primary Service Desk SLAs Qualification: Client requests for new services and changes to existing services Item Global 4 Response and Action Times Lead Time Lead Time * Please note that a best efforts SLA response can only be offered on s sent to an individual's box or telephone requests not made through our main support number. % of Incoming Service Calls answered within 6 rings on calls to the Global 4 Support Line (01403) % % of Incoming Service Calls answered on calls to the Global 4 Support Line (01403) % Telephone response time on calls to the Global 4 Support Line (01403) mins* Telephone response time (out of hours) on calls to the Global 4 Support Line (01403) mins * Response (to s sent to 1 hour* Provisioning order action time from receipt of order. Timescales for complex or high volume provision requests may vary. 1 day Level Detail Escalation Point Level One Lead times are at risk and a client wishes to escalate. Team Leader PROVISIONS:- Holly Hancock: Provisions Team Leader, (01403) / or for FAULTS & ENGINEERING:- Alex Chisnall: Faults Team Leader, (01403) / Level Two Response to Level One escalation is either insufficient or no response received within 2 working hours. Customer Services Manager CONTACT:- Rob Whyte-Venables: Service Director, (07968) / / Carl Barnett: Sales Director, (07795) / Level Three Response to Level Two escalation is either insufficient or no response received within 1 working hour. Director CONTACT:- Rob Whyte-Venables: Service Director, (07968) / / Carl Barnett: Sales Director, (07795) / Level Four Response to Level Three escalation is either insufficient or no response received within 1 working hour. Managing Director CONTACT:- Nigel Barnett: Managing Director, (07798) / Page 3

18 Line & Equipment Provisioning Qualification: Client requests for new services and changes to existing services Item Time of Day Notes Lead Time Provisioning Lead Times Analogue Line ISDN2 ISDN2e + DDI or MSN ISDN30 * Lead Time is subject to survey & BT engineer availability. BT's Lead Time commences the day after order placement (orders placed after 4PM add 1 working day). * Lead Time is subject to survey & BT engineer availability. BT's Lead Time commences the day after order placement (orders placed after 4PM add 1 working day). * Lead Time is subject to survey & BT engineer availability. BT's Lead Time commences the day after order placement (orders placed after 4PM add 1 working day). * Lead Time is subject to survey & BT engineer availability. BT's Lead Time commences the day after order placement (orders placed after 4PM add 1 working day). Lead Time days* days* days* days* L4L Requests to take over fixed line from another provider days Fixed Line Cease Fixed Line Cease (Bulk) Global 4 Customer Services Provisioning Lead Times * Please note that a best efforts SLA response can only be offered on requests sent to an individuals box or for telephone requests that are not made through our main support number. In most instances we will agree a process to temporarily suspend a CLI prior to ceasing the service in full (additional 10 working day process) unless specifically instructed otherwise. In most instances we will agree a process to temporarily suspend a CLI prior to ceasing the service in full (additional 10 working day process) unless specifically instructed otherwise day day NGN order Ordering of new Non Geographic numbers days Parts & Equipment Global 4 will arrange delivery for necessary supplies within 3 working days of written client request (a purchase order must be in evidence). Subject to availability of parts. Urgent requests will normally be accommodated and in the first instance the client should call the Global 4 service desk to discuss requirements. 3 days to dispatch from request Quotations to existing clients Lead time for quotations requests. Urgent requests will normally be accommodated and in the first instance the client should call the Global 4 service desk to discuss requirements. 3 days ADSL Provisioning Item Time of Day Notes Lead Time Provision of ADSL service Lead time is for a new ADSL service on an existing line. Where a new analogue line is required this can typically be actioned through a simultaneous provide (1+7 days may be assumed) work days Page 4

19 Item Time of Day Notes SLA 1. Business Critical Business critical failure / complete system failure. By Phone 10 mins* / By 1 Hour* 2. Medium Impact / Emergency Calls / handsets restricted to 50%. By Phone 10 mins* / By 1 Hour* 3. Minor Impact / Urgent Individual user unable to obtain service. By Phone 10 mins* / By 1 Hour* 4. Minimal Impact Reprogramming, additional points & changes. By Phone 10 mins* / By 1 Hour* SLA SLA** before 11.30AM Business critical failure / complete system failure. Same Day * after 11.30AM Business critical failure / complete system failure. 6 work hrs * 2. Medium Impact / Emergency N/A Calls / handsets restricted to 50% (primary target 8 hours). 16 work hrs * 3. Minor Impact / Urgent N/A Individual user unable to obtain service (primary target 24 hrs). 36 work hrs * 4. Minimal Impact Remote Reprogramming, additional points & changes (primary target 24 hrs). 36 work hrs * Site Visit Reprogramming, additional points & changes (primary target 24 hrs). 36 work hrs * Item Time of Day Notes SLA Remote Programming Faults Remote programming work required to restore a clients service back to current configuration. 1 day * Remote Programming Changes Global 4 Customer Services Telephone System Lead Times Telephone System Maintenance (System Faults) Qualification: All Clients who have a maintenance contract on the equipment in question. Clients without maintenance contracts will be required to pay Global 4's standard charges. Telephone System Maintenance - Response Times Logging a clients request is part of total resolution time. Response is constituted by an or phone confirmation of ticket reference (which must be documented in the ticket). * Please note that a best efforts SLA response can only be offered on requests sent to an individual's box or for telephone requests that are not made through our main support number. Telephone System Maintenance - Resolution Times For all correctly logged incidents the SLAs below shall apply noting that response time is part of total resolution time. * Please note that a best efforts SLA response can only be offered on requests sent to an individuals box or for telephone requests that are not made through our main support number. ** Where a first time fix of the clients incident is not possible our SLA will be deemed to have been met if an appropriate temporary solution has been implemented (which may include call diversion arrangements). Our SLA is also subject to any limitations of the clients system, availability of parts and access to the clients site (if relevant). Our SLA is also subject to the carrying out of instructions made to client site personnel by the Global 4 service desk that may be required to correctly diagnose an incident and its causes. 1. Business Critical Telephone System Software / Application Maintenance Qualification: All clients who have a maintenance contract on the equipment in question. Clients without maintenance contracts will be required to pay Global 4's standard charges. Telephone System Application Faults - Resolution Times The SLAs for remote application support are dependent upon Global 4's ability to access the clients network. This access may be affected by stability of the clients hardware or client network reliability. For any system / application failures please revert to Telephone System Maintenance above. * Please note that a best efforts SLA response can only be offered on requests sent to an individuals box or for telephone requests that are not made through our main support number. ** Where a first time fix of the clients incident is not possible our SLA will be deemed to have been met if an appropriate temporary solution has been implemented (which may include call diversion arrangements). Our SLA is also subject to any limitations of the clients system, availability of parts and access to the clients site (if relevant). Our SLA is also subject to the carrying out of instructions made to client site personnel by the Global 4 service desk that may be required to correctly diagnose an incident and its causes. Any moves, adds and changes to the clients estate. This will be charged at our normal programming rates and must be supported by a purchase order. SLA** 36 work hrs * Page 5

20 Telephone Line Care Levels Global 4 Customer Services Line Fault Lead Times Care Level Care Level Description Applicable Lines Cost per Month Care Level 1 ( Care) BT aim to clear fault by end of next working day + 1, Monday to Friday, excluding Public Holidays and Bank Holidays or the day of the appointment where later. Example: Fault reported at any time between on Tuesday would have a commitment time of on Thursday. * Operates during working hours ( hrs Monday to Friday, excluding Bank and Public Holidays). BT aim to respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Work will be carried out only during working hours. BT's SLA covers response only, we typically expect faults covered under care to be resolved within 3 working days. All Residential Lines Included in Line Rental Care Level 2 (Prompt Care) BT aim to clear fault by end of next working day, Monday to Saturday, excluding Public Holidays and Bank Holidays or the day of the appointment where later. Example: Fault reported at any time between on Tuesday would have a commitment time of on Wednesday. * Operates during the period hrs Monday to Saturday, excl Bank and Public Holidays. BT will respond within 4 hrs of receipt of a fault report. If the fault is not cleared during this period, BT will advise the customer of the progress being made to clear the fault via the contact. If staff are available BT may, at the customer's request, continue to work on a fault reported under Prompt Care conditions outside working hrs without a break. BT may make additional charges. Not available to customers using PSTN split line voice service. BT's SLA covers response only. As standard on all Business grade lines (Analogue / ISDN2 and ISDN30). Included in Line Rental Care Level 3 (Total Care) If reported by BT aim to clear fault by same day or the day of the appointment where later. Example: Reported after clear by next day (Monday Sunday including Public and Bank Holidays)*. * Operates 24 Hours per day, 7 days a week including Bank and Public Holidays. BT will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, BT will advise the customer of progress being made to clear the fault via the contact. This service is not available to customers using PSTN split line voice service. BT's SLA covers response only. All Lines with WLR3 Care Level per Line Care Level 4 BT aim to provide a 6hr fix round the clock, 365 days a year. * Operates 24 hours per day, 7 days a week including Bank and Public Holidays. BT will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, BT will advise the customer of progress being made to clear the fault via the contact. This service is not available to customers using PSTN split line voice service. BT's SLA covers response only. All Lines with WLR3 Care Level per Line Qualification: All clients who have a telephone line provided by Global 4. To expedite any incident to a Care Level 4 SLA the charge is 750 per incident. Logging of a client's request is part of total resolution time. A response to a client is constituted by an or phone confirmation of ticket reference. Our response SLA is subject to availability of the BT systems to log a fault. Our SLA is also subject to any limitations of the clients system, availability of parts and access to the clients site (if relevant). Our SLA is also subject to the carrying out of instructions made to client site personnel by the Global 4 service desk that may be required to correctly diagnose an incident and its causes. * Please note that a best efforts SLA response can only be offered on requests sent to an individuals box or for telephone requests that are not made through our main support number. Telephone Reported Faults Response time includes the logging of an incident with the appropriate 3rd party. 10 mins Reported Faults Response time includes the logging of an incident with the appropriate 3rd party. 1 hour* Page 6

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