Datasharp Service Level Agreement & Compensation Guide
Datasharp is unable to provide compensation to the customer or to any third party for any indirect, consequential, or incidental loss howsoever arising, or for any loss of revenue, cost savings or profit.
Datasharp works with Network Partners of industry leading Connectivity products to provide robust and reliable Connectivity Products. Some of the Connectivity products are provided with service level agreements which set the response time to resolve a fault. In some cases, where a Service Level Agreement (SLA) has not been met by our Network Partners, a SLA Credit may be provided.
Datasharp will pursue a SLA Credit request with our Network Partners once a fault has been resolved, following a request in writing which is received within 7 days of the fault closure.
Datasharp strives to provide the best level of service that we can offer our customers. We recommend resilient products to mitigate the potential impact of a Network or Product Fault. However, faults can still sometimes occur, and we understand that a fault may have a detrimental impact. Where a SLA Credit has not been provided, or where a fault has occurred on a non-SLA product, Datasharp will review the fault and a goodwill gesture may be provided.
Please find below the Connectivity products and the available Service Level Agreements:
|
Connectivity Product |
Care Level Product |
Maintenance Level Target Fix Times |
|
Traditional Voice Services PSTN Basic Line PSTN Business Line PSTN Multi Line IS2 ISDN2 System IS3 ISDN30 Channel |
Care Level 2 |
Faults can be reported during working hours. Clear by midnight next day, Monday to Saturday, excluding public and bank holidays. |
|
Care Level 3 |
Operates 24/7 365 days a year, including Bank Holidays Faults reported by 1pm, clear by midnight that day. Faults reported after 1pm clear by 1pm next day. |
|
|
Care Level 4 |
Operates 24/7 365 days a year, including Bank Holidays Clear within six hours. |
|
|
Broadband Connections Superfast SoGEA Superfast, Ultrafast & Hyperfast FTTP FTTC ADSL2+ |
Enhanced Care |
Operates 24/7 365 days a year, including Bank Holidays Our Network Partners will aim to fix the fault within 22 hours of receipt. |
|
Critical Care |
Operates 24/7 365 days a year, including Bank Holidays Our Network Partners will aim to fix the fault within 8 hours of receipt. |
|
|
Direct & Converged Connections |
Business Care |
Operates 24/7 365 days a year, including Bank Holidays Our Network Partners will aim to fix the fault within 22 hours of receipt. |
|
EFM (Ethernet First Mile) & EoFTTC (Ethernet over FTTC) |
Care level included |
Operates 24/7 365 days a year, including Bank Holidays. Our Network Partners will aim to fix the fault within 7 hours. Faults which have been associated with physical cable breaks or vandalism within the Copper Local Loop Network. Approximate restoration of service will be 5‐10 working days. |
|
Fibre Ethernet |
Care level included |
Operates 24/7 365 days a year, including Bank Holidays. Our Network Partners will aim to fix the fault within 6 to 8 hours depending on the backend carrier. Where the National Ethernet Circuit utilises a BT Short Haul Data Service and where the Fault is caused by a fibre break, the Target Repair Time is 50 hours. |
SLA Credits which may be provided
SLA Credits may be provided if the fault is not resolved by the Target Fix Time. Care Level faults that exceed the target fix times are reviewed by our Network Partners and if the fix delay is caused by matters which are controllable, such as engineering resource then a SLA Credit may be provided. Exclusions apply and are detailed below.
Important Notes
Target fix times apply from the moment the fault is raised with our Network Partner. The fix time clock is paused if information or site access has been requested. The clock will un-pause once the information or site access has been provided.
Please note that engineering access may be required to rectify a fault. If access is not provided, this may delay the resolution of a fault. If an engineer attends at the time when access has been confirmed and the engineer is unable to gain access, the fault resolution will be delayed as the visit will have to be reappointed.
Out of Hours engineering visits may be required to complete a repair if unrestricted access is available.
It may take 6-8 weeks for a response to a SLA Credit Request.
SLA Credit exclusions:
- A failure of the customers own premises equipment or power
- A failure in local access facilities connecting the customer to our suppliers Network which is not provided by Datasharp.
- Force Majeure events
- Any act or omission of the customer failing to provide site access for testing or fault restoration.
- Customer’s negligence or wilful misconduct, which may include customer’s failure to follow agreed upon procedures.
- Any scheduled maintenance periods when customer has been informed of such maintenance, and emergency maintenance.
- This is not an exhaustive list of exclusions; other exclusions may apply.
Please ensure to contact Datasharp within 7 days of receiving your fault closure notification so we can raise a SLA Credit request with our Network Partners.