Customer Service Agreement. Switch Communications

Transcription

1 Customer Service Agreement Switch Communications Customer Service Agreement Page 1 of 20 Printed: 24/06/2014

2 Contents 1 Version Control 2 Document Overview 3 Definitions 4 Switch Communications Contact List 5 Roles and Responsibilities 5.1 Switch Communications Responsibilities 5.2 Customer Responsibilities 6 Switch Communications Personnel and Teams 6.1 Customer Support Team 6.2 Provisioning Team 6.3 Account Manager 6.4 Accounts Team 7 Switch Communications Order Processing 7.1 Order Placement 7.2 Service Level Agreements 7.3 Lead Times 7.4 Expedite Requests 7.5 Cease Requests 7.6 MAC Requests 7.7 Installation Dates 7.8 Out of Hours Work 7.9 Order Progress and Completion 7.10 Order Cancellation Customer Service Agreement Page 2 of 20 Printed: 24/06/2014

3 8 Switch Communications Customer Support 8.1 Raising a Service Ticket 8.2 Fault Management 8.3 Escalation of Service Tickets 8.4 Out of Hours Fault Reporting 8.5 Planned Engineering Works and Major Service Outage Notifications 8.6 Data Centre 8.7 Time Related Charges 9 Fraudulent Calls Prevention 10 Switch Communications Complaints Procedure Appendix 1 Appendix 2 Appendix 3 Standard Service Level Agreements (Support) Raising a Service Ticket Raising an Order Customer Service Agreement Page 3 of 20 Printed: 24/06/2014

4 1. Version Control Revised Date Version Summary of Changes 12/02/2014 Issue 1 28/05/2014 Issue 2 Hosted SLA table amended 0845 numbers changed to Local/National 24/06/2014 Issue 3 prefix 2. Document Overview The Customer Service Agreement (CSA) details the procedures, processes, contact details and service level agreements provided by Switch Communications to the Customer for the following products; Broadband Networks (Fixed Lines and Calls) Voice System IT services Hosted Voice Core/MPLS Network Co-location services Point to Point Leased Line Direct Internet Access Switch Communications is dedicated to providing customer satisfaction first time, every time, by responding to and dealing with service calls, product delivery and customer queries promptly and in a professional and competent manner. The CSA is a fluid document; any required amendments must be made by a nominated Switch Communications representative only. Customer Service Agreement Page 4 of 20 Printed: 24/06/2014

5 3. Definitions Carrier Pre-Select (CPS) - A method of Least Cost Routing to provide cheaper calls via a third party supplier. The Communication and Internet Services Adjudication Scheme (CISAS) An independent dispute resolution service. Customer Service Agreement (CSA) Customer Relationship Management System (CRM) Switch Communications in house customer record database Customer The company whom have the agreement with Switch Communications. Required Completion Date (RCD) The preferred completion date as requested by the customer. This date is not a confirmed completion date Agreed Completion Date (ACD) The target completion date agreed by Switch Communications and the customer. This date is not a confirmed completion date. Estimated Completion Date (ECD) The expected completion date once order progression is underway, this date is calculated using the longest lead times for products ordered from third party suppliers Fault Category (FC) Levels of Fault Severity in accordance with the Service Care Levels Lead Times Agreed target completion times in accordance with the Service Level Agreements Migration Authorisation Code (MAC) Major Services Outage (MSO) Planned Engineering Works (PEW) Remote Access Fault Ticketing (RAFT) Service Level Agreement (SLA) Forms part of the commercial contract between Switch Communications and the Customer; detailing the commitment to deliver services to an agreed quality and within an agreed timescale. Service Care Levels (SCL) Agreed target response and fix times as agreed in the commercial contract between Switch Communications and the Customer Wholesale Line Rental (WLR) Lines and services delivered by BT Wholesale (a third party supplier of Switch Communications) Wayleave Required by third party suppliers in circumstances where permission is required from a Local Authority, Landlord or Council to proceed with delivery of services. This is out of Switch Communications direct control and may require Customer assistance to obtain aforementioned permissions. Stop the Clock Provision = lead times for order progression are paused if a delay occurs that is out of Switch Communications control i.e. Wayleave. Service = lead times for fault resolution are paused if Switch Communications are awaiting Customer involvement/feedback to progress diagnostics/resolution Customer Service Agreement Page 5 of 20 Printed: 24/06/2014

6 4. Switch Communications Main Contact List Department/Contact Telephone Number Customer Support Contact Centre Manager Operations Director Sales Sales Director Accounts Finance Director Provisioning Team Operations Manager Roles and Responsibilities 5.1 Switch Communications Responsibilities Switch Communications is committed to: Deliver services to the service levels agreed in the relevant contract Ensure Switch Communications personnel are skilled and trained to a satisfactory standard Ensure any process or personnel changes are communicated to the Customer 5.2 Customer Responsibilities By entering into a formal agreement with Switch Communications the Customer is committed to; Ensure personnel and facilities are available where required to assist in the successful delivery of services Ensure any third party contractors or suppliers affiliated with the Customer are instructed to work with Switch Communications where required Ensure a high level of internal housekeeping; setting difficult pin codes to help protect against fraudulent activity. Ensure any process or personnel changes are communicated to Switch Communications Customer Service Agreement Page 6 of 20 Printed: 24/06/2014

7 6. Switch Communications Personnel and Teams 6.1 Customer Support Team The Customer Support Team manages the fault resolution for services provided by Switch Communications. Responsibilities include: Acting as a single point of contact within Switch Communications for any service issues raised Raising the service ticket on the CRM, providing the customer with a unique service ticket reference number Progressing the service ticket to resolution, escalating within the Service Team where required Communicating all updates to the Customer at regular intervals during the life cycle of the service call Closing down the service ticket once a satisfactory resolution has been reached The Customer Support Team is available during the following hours: *Mon-Fri on customer.support@switchcomms.co.uk * Unless an enhanced Maintenance Contract has been agreed between the Customer and Switch Communications. 6.2 Provisioning Team The Provisioning Team manages the provision and delivery of new products and shifts and cessations of existing products provided by Switch Communications. A dedicated Project Manager/Provisioning Co-ordinator will be allocated where appropriate. Responsibilities include: Acting as a single point of contact within Switch Communications for product delivery Project Managing/Co-ordinating the Customer order to completion Communicating all updates to the Customer at regular intervals during the life cycle of the order Where appropriate attend project meetings with the Customer Acting as a facilitator between any third party suppliers affiliated with Switch Communications and the Customer to ensure the successful delivery of services Ensure all information entered in the Switch Communications CRM is accurate and up to date Closing down the order once satisfactorily completed The Provisioning Team is available during the following hours: Mon-Fri on provisioning@switchcomms.co.uk* * The dedicated Project Manager/Provisioning Co-ordinator will provide individual contact details as part of the order process. Customer Service Agreement Page 7 of 20 Printed: 24/06/2014

8 6.3 Account Manager The Account Manager is primarily responsible for the continuing business relationship between Switch Communications and the Customer. A dedicated Account Manager will be allocated to each Customer. Responsibilities include: A single point of contact for any sales related queries from the Customer Providing quotations as required Keeping regular contact with the Customer at an Account Management level Attendance at strategic reviews as required The Sales Team is available during the following hours: Mon-Fri on sales@switchcommunications.co.uk* * The dedicated Account Manager will provide individual contact details as part of the order process. 6.4 Accounts Team The Accounts Team responsibilities include: Generation and provision of invoices Collecting payments Dealing with all billing/invoice related queries Direct debit enquiries Bank details for BACS submissions. The Accounts Team is available during the following hours: Mon-Fri on accounts@switchcomms.co.uk If the Customer wishes to escalate the query within Switch Communications please refer to the contact details and escalation procedure in the Customer Service Plan. Please note for all monthly, quarterly and annual invoices it is Switch Communications preferred method to settle invoices by Direct Debit in line with the terms and conditions stated in the Switch Communications contracts. Customer Service Agreement Page 8 of 20 Printed: 24/06/2014

9 7. Switch Communications Order Processing 7.1 Order Placement All orders should be placed via your Switch Communications Account Manager. Once an order has been placed and all required information has been provided, Switch Communications will allocate a dedicated Project Manager within 2 days. 7.2 Service Level Agreements Switch Communications Lead Times are based and dependent upon on those provided by the third party supplier; Product Standard Lead Time (New Orders)* DSL (Managed) SDSL Ethernet Copper Ethernet Fibre OXO Voice system OXE Voice system WLR PSTN WLR ISDN2e WLR ISDN30e WLR CPS Hosted 19 working days 16 working days 60 working days 60 working days 44 working days 47 working days 8 working days 13 working days 23 working days 12 working days 30 working days *All lead times are an estimated timescale only and subject to change/delay. Stop the Clock will be applied where orders are delayed for reasons beyond the control of Switch Communications. All lead times are specified in working days. Customer Service Agreement Page 9 of 20 Printed: 24/06/2014

10 7.3 Lead Times Standard Lead Times will begin once all required information to process an order has been provided. Standard Lead Times are dependent upon the following criteria; Completion of a Site Survey (where applicable) Available capacity at site Wayleave (where applicable) Engineering resource Involvement and dependency of third party suppliers (where applicable) 7.4 Expedite Requests The Customer can submit a request for Broadband DSL orders to be expedited in order to reduce the provisioning time. The expedite is reliant upon acceptance by the Supplier and is not guaranteed. All expedites are chargeable, the pricing will be provided by the Account Manager. 7.5 Termination Requests The Customer can submit a request to cease a service, all cease requests must be submitted to the Account Manager. The Account Manager will advise the Customer if the service is still within contract; if a service is terminated prior to the expiration of the contract term (initial period or within the rolling contract period). Switch Communications reserves the right to charge the Customer for the full term of the contract. Other third party cessation charges may apply and Switch Communications reserves the right to pass on these charges to the Customer. The Account Manager will provide the Customer with a Termination Request Form for completion; the Termination Request Form must be returned by the Customer to Switch Communications and any relevant charges agreed to commence the cessation process. 7.6 MAC Requests The Customer can submit a request for a MAC code; a MAC code is required to migrate DSL services to another Supplier. All MAC requests should be submitted to the Account Manager; the Account Manager will advise the Customer if the service is still within contract (initial period or within the rolling contract period). If a service is terminated prior to the expiration of the contract term, Switch Communications reserves the right to charge the Customer for the full term of the contract. In order to proceed with a MAC request there must be no overdue invoices on the Customers account. The Account Manager will provide the Customer with a Termination Request Form for completion; the Termination Request Form must be returned by the Customer to Switch Communications and any relevant charges agreed prior to the MAC request being generated. A MAC has a validity period of 30 days; if the migration has not been submitted by the Customer within this period the MAC will expire and a new MAC will be required. Switch Communications will advise of the Customer of the expiry date at the point of issue. 7.7 Installation Dates All appointment dates will be communicated to the customer by The Project Manager as soon as they become available. Any required changes to an appointment date must be submitted to the Customer Service Agreement Page 10 of 20 Printed: 24/06/2014

11 Project Manager; appointment date changes are reliant upon acceptance by Switch Communications or the Supplier and are not guaranteed. Any appointment date changes may be chargeable, the Project Manager will notify the customer of any possible charges prior to making any date changes. It is the Customers responsibility to notify any appointment dates to any relevant personnel internally and required access is arranged. Please note any missed appointments will be chargeable. 7.8 Out of Hours Work The customer may require an installation or reconfiguration to be completed out of normal working hours (Normal working hours are ). Any Out of Hours work will be chargeable at the out of hours rate; the relevant charges will be supplied by the Switch Communications Account Manager. If the additional charges are identified after the initial order then Switch Communications will require the Customer to provide a Purchase Order before any work can commence. It is the Customers responsibility to notify Switch Communications of any Out of Hours requirements at the earliest opportunity. Out of Hours resources are reliant upon acceptance by Switch Communications and/or the third party supplier and are not guaranteed. It is the Customers responsibility to communicate any Out of Hours appointment dates/times to any relevant personnel internally and required access is arranged. Please note missed appointments may be chargeable. 7.9 Order progress and completion Switch Communications is responsible for updating the customer at regular intervals during the Project/Order lifecycle. These updates may be submitted via , telephone conversation or during an onsite project update meeting. The regularity of these updates will be agreed between the Customer and the Switch Communications Project Manager/Provisioning Co-ordinator at the outset of the Project/Order. Once the Project/Order has been completed, Switch Communications will notify the Customer via , telephone conversation or during a Project Completion Meeting. Where required a post implementation review with the Customer will be arranged by the Project Manager. The Customer is entitled to request update information that is outside of the standard methods detailed above; Switch Communications reserves the right to charge for any ad hoc reporting that may be required, this is dependent upon content and complexity to produce Order cancellation The Customer is entitled to cancel an order placed via Switch Communications. Switch Communications reserves the right to pass on any charges incurred at the point of cancellation; please note this may be the entire contract term if Switch Communications have entered into a contract with a third party supplier on the Customers behalf. Customer Service Agreement Page 11 of 20 Printed: 24/06/2014

12 8. Switch Communications Customer Support 8.1 Raising a Service Ticket A service ticket can be raised via telephone, or the RAFT; Customer Support Team: Tel: customer.support@switchcomms.co.uk RAFT: A User ID and Password is required to login to the RAFT; this information can be provided by a member of the Customer Support Team. Once a service ticket is raised on the CRM an automated will be sent to the Customer containing the unique service ticket reference; this will be quoted in all updates from the Customer Support Team. Switch Communications requests that the Customer quote this unique ticket reference in all related correspondence. The Customer Support Team will require certain information from the Customer in order to raise a service ticket. This should include (but is not limited to); On-site contact name(s) Contact address and telephone number End user company name Details of fault including telephone number(s)/circuit(s) affected, where applicable Any restrictions to access to site 8.2 Fault Management Fault Management is provided by the Customer Support Team on a 24/7 basis. The hours of cover are dependent upon the product, corresponding care level and maintenance contract terms agreed between Switch Communications and the Customer. The Customer Support Team will manage a fault through to resolution and will be the single point of contact for all updates and correspondence relating to a fault. The Customer Support Team will update the Customer on the progress of a service ticket at regular intervals during the lifecycle of the fault. It is Switch Communications preference that the Customer Support Team speaks to the Customer directly once a fault has been resolved to ensure the Customer is happy with the resolution provided. If the Customer is not available the Customer Support Team will send notification; if the Customer does not respond to the within 5 days the fault will be closed automatically. The Customer will receive notification to confirm the closure of a service ticket. Customer Service Agreement Page 12 of 20 Printed: 24/06/2014

13 8.3 Escalation of service tickets Once a service ticket has been raised, the 1 st line support team will assess the fault, make the initial diagnosis and where possible implement the resolution. At any stage during the lifecycle of the fault the service ticket may be escalated to the 2 nd line support team. If a service ticket is about to exceed its SLA* the Contact Centre Manager will assess and escalate to the 2 nd line support team as required. The Customer Support Team will communicate with the Customer to advise of the required escalation. If the Customer feels a service ticket is not progressing, has not been resolved to a satisfactory level or is outside of SLA and wishes to escalate this within Switch Communications please refer to the Customer Service Plan for key contacts and escalation procedure. * The SLA response and fix times are dependent upon the product, corresponding care level and maintenance contract terms agreed between the Customer and Switch Communications. For standard SLA s please see Appendix Out of Hours Fault Reporting An Out of Hours service ticket can be raised via telephone; Customer Support Team: Tel: * *During the hours the Customer will be prompted to enter a PIN number to proceed. The PIN number is provided by the Switch Communications Project Manager/Provisioning Coordinator once the appropriate Maintenance Contract has been agreed between Switch Communications and the Customer. 8.5 Planned Engineering Works and Major Service Outage Notifications In the event that Planned Engineering Works (PEW) is required, Switch Communications will notify the Customer. The notification will be sent as early as possible prior to the works; the notification period is dependent upon the type of work, the circumstances and reasons for the work required. It is the Customers responsibility to provide Switch Communications with the relevant contact information for PEW notifications and to update Switch Communications of any changes. The notification for PEW will detail the work required, the date and times the works will commence and the expected downtime. In the event of a Major Services Outage an Incident Report will be sent to the Customer detailing the fault and any expected timescales for resolution where possible. The incident report will be updated and sent at regular intervals to the contacts provided by the Customer. In the event of unplanned engineering work a notification will be sent to the Customer detailing the reason for the unscheduled work, the date and times the works will commence and the expected downtime. Customer Service Agreement Page 13 of 20 Printed: 24/06/2014

14 8.6 Data Centre The Customer may require access to the Data Centre; to arrange access the Customer must send a request to: Customer Support Team: customer.support@switchcomms.co.uk The following information must be provided: Contact Name of the person who requires access and Company Name Company Name working on behalf of (if different from above) Date and Times access is required Location details of where access is required Description of works A member of the Switch Communications Customer Support Desk will arrange access and notify the Customer once confirmed. The lead times are subject to works approval and agreement with the Data Centre Operator. Approved Photo ID must be shown to gain access to the Data Centre. The Customer may require ongoing access to a Data Centre, this can be arranged with the Switch Communications Account Manager. 8.7 Time Related Charges If a fault is found to be on the Customer s equipment, Switch Communications reserves the right to pass on any charges incurred. 9. Fraudulent Calls Switch Communications is committed to assist the Customer where possible to help prevent fraudulent activity on Switch Communications maintained equipment. It is Switch Communications recommendation that the Customer implements the following preventative measures; Change all passwords to strong passwords (Avoid using digits following in order, digits that are all the same or using the extension number as the password) Change passwords on a regular basis Barr calls to premium rate or international destinations, where possible* *It is the Customers responsibility to contact Switch Communications and request the barring of destinations. For further advice on preventing dial through fraud, contact a member of the Customer Support Team: Tel: customer.support@switchcomms.co.uk Customer Service Agreement Page 14 of 20 Printed: 24/06/2014

15 Switch Communications can also offer a threshold monitoring service; if an individual phone number incurs more than 750 in 24 hours on non UK Geographic or UK Mobile calls the line will be temporarily suspended, the Customer will be informed and the decision can be made to remove or retain the line suspension. Please contact the Switch Communications Account Manager Switch Communications does not accept liability in regard to any incidence of fraudulent calls made on the network whether provided through Switch Communications or not and/or whether through a Switch Communications maintained telephone system. Useful websites: Telecommunications UK Fraud Forum: Ofcom: Action Fraud: Switch Communications Complaints Procedure Switch Communications is committed to delivering a high quality of customer service to the Customer from quotation through to ongoing support. If any aspect of the service provided is unsatisfactory the Customer may lodge a formal complaint to request the issue to be investigated and where applicable resolved. All complaints should be submitted to the Customer Support Team in the first instance; Customer Support Team: Tel: A member of the Switch Communications Customer Support Team will endeavour to resolve the complaint while the Customer is on the line. During any discussions Switch Communications will protect the privacy of the information provided. customer.support@switchcomms.co.uk Letter: FAO: Operations Director, Switch Communications, No1 Croydon, Croydon, CR0 0XT If the complaint is submitted by or in writing Switch Communications will acknowledge receipt, advise when and by what method a response will be sent and provide a point of contact. Switch Communications aims to resolve complaints within 10 days of receipt; this is dependent upon the nature and complexity of the complaint. If the Customer wishes to escalate the complaint within Switch Communications please refer the matter to the point of contact provided and request the complaint is escalated to their Manager. If the response from the Manager is still not satisfactory the Customer is entitled to request the complaint is escalated to the Switch Communications Managing Director. If the Customer has not received a response from Switch Communications within 8 weeks or the complaint has reached deadlock, then the Customer is entitled to ask assistance from: The Communication and Internet Services Adjudication Scheme (CISAS). Customer Service Agreement Page 15 of 20 Printed: 24/06/2014

16 24 Angel Gate City Road London EC1V 2PT Tel: Website: CISAS is an independent organisation which is Ofcom approved to provide an alternative dispute resolution (ADR) service for individuals and small businesses. CISAS will mediate between the Customer and Communications Provider (Switch Communications) and an impartial adjudicator will assess the complaint and recommend any actions required. If the Customer is not satisfied with the progress of the complaint they may ask Switch Communications to submit an early referral to CISAS, however, Switch Communications are entitled to decline if they feel the complaint is still in progress and active steps are being taken to find a resolution. Customer Service Agreement Page 16 of 20 Printed: 24/06/2014

17 Appendix 1: Standard Service Level Agreements (Support) Category Descriptions 1 Total Loss of Service 2 Partial loss of service or issues affecting part of the service 3 Fault with a minor impact but not service affecting 4 Non-service affecting pre-bookable site visit 5 Customer Query, RMAC (Remote Moves, Adds and/or Changes) Product Cover Type Operational Days Operational Times Fault Category Target Response Time Target Fix Time Voice Standard Mon - Fri 09:00-17: mins 4 hours Voice Standard Mon - Fri 09:00-17: hours 8 hours Voice Standard Mon - Fri 09:00-17: hours 16 hours Voice Standard Mon - Fri 09:00-17: hours 24 hours Voice Standard Mon - Fri 09:00-17: hours 24 hours Voice 7 x 7 Mon - Fri 07:00-19: mins 4 hours Voice 7 x 7 Mon - Fri 07:00-19: hours 8 hours Voice 7 x 7 Mon - Fri 07:00-19: hours 16 hours Voice 7 x 7 Mon - Fri 07:00-19: hours 24 hours Voice 7 x 7 Mon - Fri 07:00-19: hours 24 hours Voice 24 x 7 Mon - Sun 24h 1 30 mins 4 hours Voice 24 x 7 Mon - Sun 24h 2 1 hours 8 hours Voice 24 x 7 Mon - Sun 24h 3 4 hours 16 hours Voice 24 x 7 Mon - Sun 24h 4 4 hours 24 hours Voice 24 x 7 Mon - Sun 24h 5 4 hours 24 hours Voice Bespoke Bespoke Bespoke 1 TBA TBA Voice Bespoke Bespoke Bespoke 2 TBA TBA Voice Bespoke Bespoke Bespoke 3 TBA TBA Voice Bespoke Bespoke Bespoke 4 TBA TBA Voice Bespoke Bespoke Bespoke 5 TBA TBA Product Cover Type Operational Days Operational Times Fault Category Target Response Time Target Fix Time IP DSL Standard Mon - Fri 09:00-17: mins 168 hours IP DSL Standard Mon - Fri 09:00-17: hour 168 hours IP DSL Standard Mon - Fri 09:00-17: hours 168 hours IP DSL Standard Mon - Fri 09:00-17: hours 24 hours IP DSL Standard Mon - Fri 09:00-17: hours 24 hours IP DSL 24 x 7 Mon - Sun 24h 1 30 mins 168 hours IP DSL 24 x 7 Mon - Sun 24h 2 1 hour 168 hours IP DSL 24 x 7 Mon - Sun 24h 3 4 hours 168 hours IP DSL 24 x 7 Mon - Sun 24h 4 4 hours 24 hours IP DSL 24 x 7 Mon - Sun 24h 5 4 hours 24 hours Product Cover Type Operational Days Operational Times Fault Category Target Response Time Target Fix Time IP Ethernet 24 x 7 Mon - Sun 24h 1 30 mins 7 hours IP Ethernet 24 x 7 Mon - Sun 24h 2 1 hour 14 hours IP Ethernet 24 x 7 Mon - Sun 24h 3 4 hours 48 hours IP Ethernet 24 x 7 Mon - Sun 24h 4 4 hours 24 hours IP Ethernet 24 x 7 Mon - Sun 24h 5 4 hours 24 hours Customer Service Agreement Page 17 of 20 Printed: 24/06/2014

18 Appendix 1 cont. Category Descriptions 1 Total Loss of Service 2 Partial loss of service or issues affecting part of the service 3 Fault with a minor impact but not service affecting 4 Non-service affecting pre-bookable site visit 5 Customer Query, RMAC (Remote Moves, Adds and/or Changes) Product Cover Type Operational Days Operational Times Fault Category Target Response Time Target Fix Time Hosted Voice Standard Mon - Fri 09:00-17: mins TBC Hosted Voice Standard Mon - Fri 09:00-17: hour TBC Hosted Voice Standard Mon - Fri 09:00-17: hour TBC Hosted Voice Standard Mon - Fri 09:00-17: hours TBC Hosted Voice Standard Mon - Fri 09:00-17: hours TBC Hosted Voice 7 x 7 Mon - Fri 07:00-19: mins TBC Hosted Voice 7 x 7 Mon - Fri 07:00-19: hour TBC Hosted Voice 7 x 7 Mon - Fri 07:00-19: hour TBC Hosted Voice 7 x 7 Mon - Fri 07:00-19: hours TBC Hosted Voice 7 x 7 Mon - Fri 07:00-19: hours TBC Hosted Voice Bespoke Bespoke Bespoke 1 TBA TBA Hosted Voice Bespoke Bespoke Bespoke 2 TBA TBA Hosted Voice Bespoke Bespoke Bespoke 3 TBA TBA Hosted Voice Bespoke Bespoke Bespoke 4 TBA TBA Hosted Voice Bespoke Bespoke Bespoke 5 TBA TBA Hosted Voice 24 x 7 Mon - Sun 24h 1 30 mins TBC Hosted Voice 24 x 7 Mon - Sun 24h 2 1 hour TBC Hosted Voice 24 x 7 Mon - Sun 24h 3 1 hour TBC Hosted Voice 24 x 7 Mon - Sun 24h 4 4 hours TBC Hosted Voice 24 x 7 24h 5 4 hours TBC Product Cover Type Operational Days Operational Times Fault Category Target Response Time Target Fix Time Data Switch Standard Mon - Fri 09:00-17: Mins 4 hours Data Switch Standard Mon - Fri 09:00-17: hour 8 hours Data Switch Standard Mon - Fri 09:00-17: hours 16 hours Data Switch Standard Mon - Fri 09:00-17: hours 24 hours Data Switch Standard Mon - Fri 09:00-17: hours 24 hours Data Switch 7 x 7 Mon - Fri 07:00-19: Mins 4 hours Data Switch 7 x 7 Mon - Fri 07:00-19: hour 8 hours Data Switch 7 x 7 Mon - Fri 07:00-19: hours 16 hours Data Switch 7 x 7 Mon - Fri 07:00-19: hours 24 hours Data Switch 7 x 7 Mon - Fri 07:00-19: hours 24 hours Data Switch 24 x 7 Mon - Sun 24h 1 30 Mins 4 hours Data Switch 24 x 7 Mon - Sun 24h 2 1 hour 8 hours Data Switch 24 x 7 Mon - Sun 24h 3 4 hours 16 hours Data Switch 24 x 7 Mon - Sun 24h 4 4 hours 24 hours Data Switch 24 x 7 Mon - Sun 24h 5 4 hours 24 hours Data Switch Bespoke Bespoke Bespoke 1 TBA TBA Data Switch Bespoke Bespoke Bespoke 2 TBA TBA Data Switch Bespoke Bespoke Bespoke 3 TBA TBA Data Switch Bespoke Bespoke Bespoke 4 TBA TBA Data Switch Bespoke Bespoke Bespoke 5 TBA TBA Customer Service Agreement Page 18 of 20 Printed: 24/06/2014

19 Appendix 2: Raising a Service Ticket Customer Service Agreement Page 19 of 20 Printed: 24/06/2014

20 Appendix 3: Raising an Order *Please note timescales shown are target timescales and cannot be guaranteed Customer Service Agreement Page 20 of 20 Printed: 24/06/2014