Enhanced SIP Trunking Service Definition

Transcription

1 Enhanced SIP Trunking Service Definition

2 2 Table of Contents Enhanced SIP Trunking Overview... 3 Exponential-e Enhanced SIP Trunking... 3 Enhanced SIP Trunking Features... 3 Information Assurance...10 Backup/Restore & Disaster Recovery...12 On-Boarding & Off-boarding...13 Implementation and Design...15 Pricing...16 Service Management...16 Training & Portals...21 Ordering & Invoicing Process...22 Termination Terms...27 Data Restoration/Service Migration...27 Consumer Responsibilities...27 Technical Requirements...28 Design Guidelines...28 Service Coverage...29 Customer Premises Equipment...29 Trial Services...31 Commercials...32

3 3 Enhanced SIP Trunking Overview Exponential-e Enhanced SIP Trunking Exponential-e s Enhanced SIP Trunking Service provides users with an alternative to traditional ISDN and PSTN telephony services by providing scalable voice services over a resilient, diverse core network. The Enhanced SIP Trunking Service is a customisable Service using the following components: Base SIP Endpoint (mandatory) Various Cloud Call Features (optional) SIP Customer Premises Equipment (optional) A Management Portal is also provided for use in conjunction with the above. Enhanced SIP Trunking Features The Enhanced SIP Trunking Service is designed to process inbound and outbound call traffic to/from the Customer Site PBX/SBC/TDM Gateway from/to the PSTN via the Exponential-e Voice Services Platform. In addition to providing dial-tone, optional Cloud Call Features can augment the capabilities of a Customer PBX system. Dedicated bandwidth is provided for SIP connectivity via secure, isolated VLANS which are provisioned from the on-site Ethernet Demarcation Device (EDD)or Router provided in conjunction with the Exponential-e Ethernet access service over which the Enhanced SIP Trunking Service is provided or the SIP Customer Premises Equipment (CPE) sold to the Customer by Exponential-e pursuant to this Service Document and which forms part of the Enhanced SIP Trunking Service, and presented to the PSTN via the Exponential-e Voice Services Platform. The Base SIP Endpoint in the Enhanced SIP Trunking Service is the provision of dial-tone to a single PBX/SBC/TDM Gateway. The Base SIP Endpoint is provided with a specified number of Channels (simultaneous calls). The number of channels that can be provided as part of a solution can be increased in service by placing an order for the additional channels and bandwidth required. On the basis of using the G.711A audio codec, each call/channel can consume up to 100Kbps of bandwidth once signalling and overhead is taken into account. For example, 10 channels will require 1Mbps of bandwidth to avoid contention. Exponential-e will provision the Base SIP Endpoint with an agreed number of Channels. Each Channel is capable of carrying a single telephone call. Multiple Channels can be provided to support multiple simultaneous calls. The number of Channels available will be shown on the Order Form. It should be noted that standard SIP Channels do not support failover features, so if the Customer purchases

4 4 multiple Access Circuits at their site(s) an appropriate Cloud Call feature must be purchased to support Service failover. The Voice Services Platform will accept outbound calls and route incoming calls to a PBX/SBC/TDM gateway that has registered with an authenticated username and password. In order for calls to be placed to and from the PSTN, it will be necessary to associate a DDI with the SIP registration. DDIs are explained further in Section 3 of the main Service Document. Further information regarding SIP design guidelines can be found in Section 2.2 of this Service Handbook, including features and limitations relevant to solution functionality. The following Cloud Call Features can be added to Base SIP Trunking to augment its capabilities and add functionality: - Cloud Call DR Cloud Call Queuing - Cloud DDI Divert Cloud Fax Forward - Cloud Call Distributor Cloud Call DR This feature allows inbound calls to be diverted to a secondary PBX, DR site or PSTN/Mobile number in the event of a failure or lack of PBX/SBC/TDM Gateway capacity on the primary path. As pictured in the diagram below, it will be necessary for the Customer to register two SIP devices (PBX, SBC, TDM Gateway) with the Voice Services Platform for DR to function. In the diagram below these devices are shown as being installed in two separate sites, however it is entirely feasible for these two devices to be installed at the same site, using different Ethernet Access circuits for resilient connectivity. Further details regarding circuit diversity and resiliency can be found in the Service Document for Connectivity Services. In normal operation, all inbound call traffic to allocated DDIs will be sent to the registered PBX/SBC/TDM gateway designated as "primary". In the event that SIP registration is lost or the PBX/SBC/TDM Gateway does not respond to "SIP INVITE" messaging from the Voice Services Platform, the call(s) will be sent to the alternative SIP registered PBX/SBC/TDM gateway designated as DR. This failover will take up to 15 seconds. It should be noted that each of the two PBX/SBC/TDM Gateway devices are connected to the Exponential-e Voice Services Platform via their own separate, distinct layer 2 VLAN and layer 3 routing instance. This means that these devices will not be able to communicate directly with each other via the Enhanced SIP Trunking Service, although it will be possible to provide separate WAN connectivity between sites. The Service Document for Connectivity Services will describe the WAN services available on the Exponential-e network and can be included within a solution design at additional cost upon Customer request. It remains the Customer s responsibility to ensure that failover of outbound calls is supported by their PBX/SBC/TDM Gateway.

5 5 Instead of standard SIP Channels, Exponential-e will supply Resilient Channels to support the failover of an agreed number of simultaneous telephone calls. The total number of Resilient Channels will be made available to the primary call path in the diagram below, except in the event of failover when the same number of channels will be made available to the secondary call path. It will not be possible to utilise the supplied Resilient Channels on both call paths simultaneously. Cloud DDI Divert This feature allows DDI (Direct Dial In) numbers to be diverted to alternative destinations in the event of a failure of the primary SIP registration. A Cloud DDI Divert must be ordered for each individual DDI number to be diverted. The target destination can be a number on another SIP Trunking service, ISDN/DEL or Mobile Telephone, as long as the number is reachable from the UK PSTN. As per the diagram below, in normal operation, all inbound call traffic to the configured DDI(s) will be sent to the registered PBX/SBC/TDM gateway designated as "primary". In the event that SIP registration is lost or the PBX/SBC/TDM Gateway does not respond to "SIP INVITE" message for the chosen DDI(s), the call will be diverted to the specified target destination for Cloud DDI Divert. It should be noted that, in the event of a divert being enacted, the Customer will be responsible for any additional call charges for the diverted leg of the call from the Exponential-e Voice Services Platform to the specified destination as per the current Rate Card. This failover will take up to 15 seconds.

6 6 Cloud Call Distributor This feature provides two options for load balancing inbound calls, which will be described below. It should be noted that each of the two PBX/SBC/TDM Gateway devices are connected to the Exponential-e Voice Services Platform via their own separate, distinct layer 2 VLAN and layer 3 routing instance. This means that these devices will not be able to communicate directly with each other via the Enhanced SIP Trunking Service, although it will be possible to provide separate WAN connectivity between sites. The Service Document for Connectivity Services describes the WAN services available on the Exponential-e network which can be included within a solution design at additional cost upon Customer request. It remains the Customer s responsibility to ensure that load balancing and distribution of outbound calls is supported by their PBX/SBC/TDM Gateway. Round Robin distribution will equally balance calls between two PBXs which have registered with the Exponential-e Voice Services Platform and have been licensed for the Cloud Call Distributor feature, i.e. 1 st call to PBX1, 2 nd call to PBX2, 3 rd call to PBX1, etc. Due to the equal load of calls per registered SIP Trunk, it will be necessary for the Customer to order an equal number of channels for each PBX/SBC/TDM Gateway. See diagram below:

7 7 This feature can be layered with Cloud Call DR to ensure that, in the event of a failure of one of the load balanced SIP endpoints, the total aggregate number of channels are routed to the remaining PBX/SBC/TDM Gateway so that no call capacity is lost. It will be necessary to configure an appropriate bandwidth for Voice Services on each Access Circuit to allow for an increase in simultaneous calls caused by the failover of Resilient Channels. Capacity based distribution will send all calls to a primary PBX/SBC/TDM Gateway unless its call capacity limit is reached or a failure occurs, upon which point calls will be sent to a secondary/backup PBX/SBC/TDM Gateway. Both PBX/SBC/TDM Gateways must be registered with the Exponential-e Voice Services Platform and licensed for the Cloud Call Distributor feature. Exponential-e will supply Resilient Channels as opposed to standard Channels to support failover. See diagram below:

8 8 Cloud Call Queuing This feature is a cloud-based Auto-Attendant used to automatically greet, queue and direct calls to an appropriate destination on the basis of user input. This feature can be layered with Cloud Call DR to provide optional, customised greetings in the event that DR is enacted. An Auto-Attendant is a feature that can act as an automated replacement for a switchboard operator. An attendant can be set up to answer calls on a particular DDI, play a voice greeting, then make a decision on how to deal with that call based on the input from a caller. For example: Press 1 for sales, 2 for support, etc. The call can be routed to a DDI or queue based on the menu selection. The Auto-Attendant may have multiple levels, for example, the below needs 3 auto-attendant levels, however each level could have multiple branches per department and could potentially use more: 3 level IVR built with auto-attendants Sales Auto-attendant 2 Main Auto-attendant 1 Press: 1 for sales 2 for support 3 for warehouse Press: 1 for Voice 2 for Data 3 to return User presses 1 User presses 2 Data sales Auto-attendant 3 Press: 1 for ADSL 2 for Ethernet User presses 2 DDI The simplest way to calculate the number of Cloud Call Queuing instances required is to add the number of destination DDIs on the PBX that inbound callers can be routed to. Inbound callers can be held in a queue if it is not possible to route their call based on menu selection, e.g. if the DDI destination on the PBX is busy. This feature is provided at a higher cost than a basic Auto-Attendant and allows up to 25 calls to be held in a queue per instance. One Queue is required per call queue, i.e. if there are two menu choices (DDI destinations) in an Auto-Attendant (e.g. 1 for sales, 2 for support) and each option is required to be capable of holding calls in a queue, two Queues would be required. By default, no Queues are provided with Cloud Call Queuing, although the number of Queues requested will be specified on the Order Form. The Cloud Call Queuing Auto-Attendant requires a DDI number configured on the Exponential-e Voice Services platform for Inbound PSTN callers to dial. In addition to this, further DDI(s) must be ordered and allocated to the PBX to forward calls based on menu selection.

9 9 Cloud Fax Forward This feature allows a new or existing Customer DDI number to be allocated for the purpose of receiving incoming fax transmissions. When fax transmissions reach the Exponential-e Voice Services Platform on a designated DDI number, the content within the fax message is converted into a.tif format graphical image and is forwarded to a preconfigured target address. This destination address must be provided by the Customer prior to the service being enabled in order for fax transmissions to be converted and sent on to the intended recipient. This service is provided on a per DDI basis, so if multiple fax numbers are required, multiple instances of Cloud Fax Forward must be purchased. It will be possible for each fax number associated with Cloud Fax Forward to have a different destination address. Exponential-e cannot be held responsible for any problems associated with the Customer's own service or IT systems to which the fax transmission has been forwarded. It will be possible for the Customer to request a change to the destination address at a later stage by contacting Exponential-e support by . Due to the nature of fax transmission and the potential of sender transmission problems outside the Exponential-e network, Cloud Fax Forward is provided on a reasonable endeavours basis.

10 10 Information Assurance The Exponential-e Hosted Voice service is deployed across a number of our secure data centre facilities. Exponential-e's Voice Services platform for Enhanced SIP Trunking Service and Hosted Telephony is built on secure networking and computing infrastructure hosted within racks in data centres to which only Exponential-e have access. Access to public-facing portals, applications and services can only be gained by successfully completing Username/Password Authentication required log in to a respective platform. These credentials will be supplied to nominated users and/or a technical contact during the Service Installation phase. In the case of Web Portals, data confidentiality is provided by using SSL (HTTPS) web pages. Exponential-e follows industry recommendations regarding Confidentiality, Integrity and Authentication. However, once Customer access to the Voice Services platform has been granted by the release of Authentication credentials, Exponential-e cannot be held responsible for security breaches or fraudulent activity performed by the Customer or by 3rd parties who may have compromised the security of services or applications. Examples of potential security risks or fraudulent activities include, but are not limited to: Exposing user or admin login credentials to unauthorised users Allowing premium rate or international calls to be made by users Unauthorised intruders gaining access to call-capable devices, software, or portals via the Internet or local network 3rd parties gaining access to a user's Voic Visitors to home or office locations (cleaners, maintenance, etc.) making unauthorised calls Disgruntled employees "Sniffing" for credentials, signalling or media content in IP transmission 3rd party discovery of weak/simple passwords Exponential-e recommends that Customers follow best practice regarding security: Set passwords that are difficult to guess. The more complex the password, the longer it will take for automated hacking utilities to "crack" the password Use physical security such as CCTV and lockable communications rooms/racks Request that certain call destinations that may be used to generate unreasonable call charges are blocked Exponential-e will put the following preventative measures in place: Outbound calls to premium rate number prefixes (0891, etc.) blocked by default (can be unblocked upon request) Minimum password length/complexity

11 11 Customers will be responsible for all call charges incurred on their Voice Services, regardless of whether they are fraudulent or legitimate, so it is recommended that Customers put all precautions in place to mitigate the risk of fraud or intrusion.

12 12 Backup/Restore & Disaster Recovery As a Cloud-based platform, the Exponential-e Hosted Voice Service is deployed in a resilient, highly available manner with multiple levels of redundancy. The underlying infrastructure is distributed across multiple data centres. As such, the customer s Hosted Voice service is automatically protected against failure of any single component or connection within the platform, as illustrated below.

13 13 On-Boarding & Off-boarding Service On-Boarding is the process by which we would engage with a customer to: Build the base Hosted Environment Customise the various features and options Connect the customer to our platform Migrate any PSTN numbers to the platform Commission the service Service Off-Boarding is the process by which we would engage with a customer to: Migrate any PSTN numbers away from the platform Decommission the hosted service On-Boarding Number Porting, Migration, new DDI Provision, NGNs and International DDI Exponential-e will engage a variety of Telecommunication Service Providers to route calls. Although the choice of upstream Telecommunications Service Providers is not significant to Customers during day-today operation, it will have an impact during the initial Implementation phase when Telephone Number(s) or Number range(s) are transferred to an Exponential-e Voice Service. Number Porting Number Porting is defined as the transfer of Telephone Number(s) or Number Range(s) held by a Customer from one Telecommunications Service Provider to another so that any inbound calls are routed through the PSTN to the correct destination. There are three parties involved: - Customer (the Telephone Number(s) or Number Range(s) holder) - LSP (Losing Telecommunications Service Provider) -GSP (Gaining Telecommunications Service Provider) When a Customer wishes to move their Telephone Number(s) or Number Range(s) from an LSP to a GSP, a Porting Agreement must exist between these two Service Providers. If a Porting Agreement does not exist, it will not be possible to move Telephone Number(s) or Number Range(s) between Service Providers. The Customer must confirm with Exponential-e that a suitable Porting Agreement is in place between the GSP and the LSP prior to requesting that Telephone Number(s) or Number Range(s) are transferred to or from an Enhanced SIP Trunking Service or the Hosted Telephony Service.

14 14 When porting a contiguous range of numbers, the entire number range must be transferred from LSP to GSP. It is not possible to transfer individual numbers of selected groups of numbers from a contiguous number range. In order for Number Porting to occur in a timely manner, Exponential-e will collect information from the Customer during the implementation process. If any of this information is found to be incorrect or inaccurate, Number Porting may be delayed or be impossible, thus leading to significant changes to delivery timescales. It may be impossible to port numbers or delays may also be incurred if the LSP does not fulfil their responsibilities in the Porting Agreement, refuses to comply with requests or makes an error in the release/transfer of Telephone Number(s) or Number Range(s). In any of these cases, Exponential-e cannot be held responsible for delays in delivering services using Ported Numbers or if numbers prove impossible to port. Number Migration As Exponential-e reserve the right to select a Telecommunication Service Provider for the routing of inbound and outbound calls, it may be possible to avoid Number Porting and instead perform Number Migration if the LSP and GSP (as mentioned in Section 3.1) are the same entity. If Number Migration is possible, Exponential-e will still need to collect information from the Customer regarding their Telephone Number(s) or Number Range(s) in order to request that inbound calls are routed to the Enhanced SIP Trunking Service or the Hosted Telephony Service. Exponential-e cannot be held responsible for any delays in delivering services using Number Migration if inaccurate or incorrect information is supplied by the Customer or the Telecommunication Service Provider is unable or unwilling to route inbound calls to Telephone Number(s) or Number Range(s) to the Exponential-e Enhanced SIP Trunking Service or the Hosted Telephony Service. DDI Provision Exponential-e can provide new geographical DDI (Direct Dial In) Number(s) upon request. DDI numbers can be single numbers or number ranges with geographical prefixes, for example a London DDI will begin "020-xxxx-xxxx". Exponential-e cannot guarantee the availability of preferred numeric digits within Telephone Numbers or Number Ranges, however customers can request any preferences prior to new DDI numbers being allocated. With Exponential-e's Enhanced SIP Trunking Service and Hosted Telephony Service it is not necessary to order DDI numbers with geographical significance to the location of the PBX system or users. For example, a Customer may order DDI numbers with a geographical prefix suggesting a London location and route those numbers to an on-net location anywhere in the UK. NGN and International DDI Numbers NGNs (Non-Geographic Numbers) are numbers that have a prefix that is not related to a specific region. Examples of NGNs include numbers with "0800", "0845" or "0870" prefixes. A common reason for a Customer requesting NGNs is to provide callers with Freephone, Lo-call or revenue-generating Premium rate services. International DDI Numbers are numbers which are controlled and issued by Telecommunication Regulatory Bodies of countries outside the United Kingdom. A common reason for a Customer requesting International DDI Numbers in a particular country might be to prevent their callers from incurring International Call Charges when calling from their country of residence. NGNs and

15 15 International DDI Numbers are available upon request and will be subject to special terms and conditions not covered within this document. Implementation and Design Exponential-e will review Customer requirements and design the solution from the demarcation device to the Exponential-e Voice Services Platform. The Customer shall be responsible for design, implementation and management on the Customer-side of the Service Demarcation Point. High-level requirements will be evaluated prior to a contract being concluded. Once the contract is concluded, a Voice Provisioning Consultant will be allocated to confirm low-level configuration requirements, which will be documented within a Service Delivery Form. If additional requirements not included in the original specification are uncovered during this stage, additional costs may apply for additional services. It is assumed all communication rooms are built, ready and with power supply and Exponential-e Ethernet access circuits. If this is not the case delays may occur and/or additional costs may apply. Exponential-e Supplied CPE Exponential-e will configure the EDD and any Exponential-e supplied and managed additional CPE (Router, SBC, TDM Gateway) included in the solution design and arrange shipping to site. It is the Customer's responsibility to connect the CPE on their premise(s) however, if required, Exponential-e can arrange on-site installation within the UK at additional cost. Customer Supplied CPE Exponential-e will provide configuration details for SIP Trunks and agree IP addressing, but it will be the responsibility of the Customer to obtain appropriate installation support. Service Delivery and Acceptance After order acceptance, the project is assigned to the Voice Provisioning and Service Delivery teams in order to complete all the works required to provide the Service(s). An introduction call or , depending on the complexity of the solution, will take place with the Customer, Account Manager and a member of the Voice Provisioning team. The Voice Provisioning and Service Delivery teams will liaise with the Customer to ensure that all relevant information is obtained and provide regular progress reporting and on-going support throughout the life-cycle of the project. All activities related to service delivery are scheduled within Normal Business Hours by default. If the Customer requests to reschedule these outside of Normal Business Hours and Exponential-e is able to accommodate this, additional charges shall be applicable. Service Handover Once the installation and setup of the Service(s) is completed, the Voice Provisioning or Service Delivery team will notify the Customer by that the Service(s) is ready to be used. Service Acceptance Tests Where applicable to a Service, acceptance tests are set out in the relevant Service Handbook.

16 16 Off-Boarding Exponential-e will engage with the customer to determine the most appropriate migration approach at the point where the customer wishes to migrate services away. In the event that the migration away from Exponential-e requires the porting of numbers, then the customer and their new service provider will need to undertake the porting exercise, with Exponential-e providing co-operation where necessary. Once the porting of numbers has been completed and the customer is no longer using the features and services on our platform, the customer-specific configuration, accounts and licenses can be removed in accordance with our service cease process. Service Management Service Levels Exponential-e s Service Desk is operational 24x7x365 for fault and fix. The Service Desk Engineer will assess what impact and urgency a problem being reported is having on the client to agree an appropriate priority level. The table below shows Exponential-e s Service Desk Target Response Times and Target Fix Times according to the priority of the call for Voice Services: Time to Respond covers the time for the assigned engineer to contact the Customer to acknowledge the fault report and to indicate to the Customer the likely timescales for dealing with the fault. Time to Troubleshoot covers the time period after the Time to Respond in which the likely cause(s) of the fault are ascertained. Target Fix Time covers the period after Time to Troubleshoot during which a temporary or permanent fix is put in place.

17 17 Service Constraints Emergency Services The Exponential-e Voice Services Platform should not be considered suitable for use in an emergency, although it will be possible to call emergency service numbers, such as 999 and 1XX. The Customer is advised to retain or purchase alternative services which can be used to contact emergency services that are not susceptible to local loss of power or Exponential-e IP network outages, such as POTS (Plain Old Telephone Service) or mobile (cell) service. Use of Service Exponential-e will provide the Customer with the ability to make and receive calls to local, national, international and non-geographic telephone numbers on the PSTN. Exponential-e may allow the Customer to use the service for fax transmission if this requirement is identified prior to installation, however this service will only be provided on a reasonable-endeavours basis. Exponential-e does not support the use of data services, such as dial-up internet, or 3 rd party messaging services via the Voice Services Platform. Planned and Emergency Maintenance Planned Maintenance - Exponential-e will aim to provide at least 10 days notice via of any planned works. Emergency Maintenance - Exponential-e reserves the right to carry out emergency works at any time, without notice. Service Availability The Target Availability Service Level for each type of Voice Service is provided within the Service Level Agreement sections of the relevant Service Handbook. Availability is calculated on a calendar monthly basis using a 730 hour month and the following formula: Where P = Percentage availability. A = Sum of all events of unavailable service in that month measured in hours. Non-availability is measured from the time an incident ticket is raised by the Customer with Exponential-e to the time the service is restored and the incident ticket is cleared by Exponential-e. In addition to the ability to make or receive calls, Exponential-e will use reasonable endeavours to ensure that 90% of telephone calls will have a MOS grading of 3.8 or above where the preferred G.711 audio codec is used over an uncontended Private Ethernet connection supplied by Exponential-e. The

18 18 Mean Opinion Score (MOS) is a grading scheme used within the Telecommunications industry to measure telephone call quality. The MOS Scale is graded from 1 to 5, with 5 being the highest score. A telephone call using an ISDN service will usually score 4.1 (equivalent to the G.711 audio codec). Our Enhanced SIP Trunking Service is subject to three KPI s: availability of Essential Functionality, availability of Business Functionality and availability of Non-essential Functionality. Please see these defined in the table below:

19 19 Financial Recompense Exponential-e shall have no liability for any failure to meet the Key Performance Indicators Target Availability percentage due to, or as a result of, any of the following reasons: Non-availability of Exponential-e connectivity services (including any associated CPE such as EDDs and routers) only the service level agreement for the connectivity service shall apply. Non-availability of internet access or non-availability due to cyber-attack Issues related to Number Porting, Number Migration or New DDI provisioning other than where Exponential-e is at fault Any planned or emergency maintenance services carried out as per the requirements of this Service Document. The failure of any CPE that the Customer is responsible for managing in relation to the defined solution. Customer failure to follow and comply with any training or reasonable written instructions given by Exponential-e regarding the Service. The use of the Service for a purpose for which it was not designed or specified for. The diagnosis and correction of any fault in equipment for which the Exponential-e is not providing support services. Any Force Majeure Event. Suspension of service in accordance with the General Terms. Customer default or delay, or any negligent, wilful or reckless act, fault or omission by the Customer, or any of their representatives, employees, agents or sub-contractors. Access issues and delays along the route of the Services or at the Customer Sites. How to claim All Service Credit claims must be submitted for consideration to clientrelations@exponential-e.com within thirty (30) calendar days of the end of the calendar month in which the failure to meet the Key Performance Indicator Target Availability has occurred. Any Service Credit claims not raised by the Customer within thirty (30) calendar days of the end of a month shall be considered irrevocably waived by the Customer. If the Parties, acting reasonably, agree that Service Credits claimed are rightly due, Service Credits shall be calculated in accordance with the table provided in the relevant Service Handbook and this section (such Service Credits being a genuine pre-estimate of loss and not a penalty). In the event of a valid claim, a Service Credit calculated in accordance with this Service Document shall be applied to the Customer s account to be offset against future invoices. Service Credits shall be the Customer s sole and exclusive remedy with respect to any failure to meet the Key Performance Indicators Target Availability level.

20 20 Service Reviews Exponential-e and the Customer shall have regular quarterly meetings (whether by telephone, or face-to-face) to monitor and review the performance of the Agreement and to discuss any issues and feedback regarding the Services. This does not prevent either party requesting a review at any other time where there is a specific issue to be discussed.