SLA
1. Definitions and Interpretation
In this SLA:
- “Business Day”: Monday to Friday, excluding English bank and public holidays.
- “Business Hours”: 09:00 – 17:00 on Business Days.
- “Customer Equipment”: Equipment used by the Customer in connection with the Services, whether or not supplied by OLYS Telecom Ltd.
- “P1 Incident”: A total failure of the Services or failure of a component rendering the Services unusable for more than 50 end users for over 5 minutes.
- “P2 Incident”: An incident reducing the functionality or performance of the Services for more than 50 end users for over 5 minutes.
- “P3 Incident”: An incident affecting more than five but fewer than 50 subscribers for over 5 minutes or a component with limited effect on call functionality or the system.
- “P4 Incident”: An incident affecting five or fewer subscribers for over 5 minutes or a non-service affecting service request for configuration changes or loss of functionality.
2. Incident Reporting
- Email: support@olys.co.uk
- Phone: +443300271777
2.2 OLYS Telecom Ltd will triage the Incident using remote diagnostics and provide an initial response within the Target Response Time. This response includes confirmation of Incident logging and a ticket reference number for future correspondence.
2.3 OLYS Telecom Ltd will designate Incidents as P1, P2, P3, or P4 following triage.
2.4 Progress updates will be provided until the Incident is resolved.
3. Incident Management
- P1, P2, and P3 Incidents: Within one Business Hour.
- P4 Incidents: Within four Business Hours.
3.2 Target Resolution Times:
Service | P1 Incidents | P2 Incidents | P3 Incidents | P4 Incidents |
Single Line | 8 hours | 10 Business Hours | 48 hours | 30 Business Hours |
FTTC | 7 hours | 15 Business Hours | 20 Business Hours | 50 Business Hours |
FTTP | 6 hours | 10 Business Hours | 20 Business Hours | 50 Business Hours |
SIP Trunk | 6 hours | 10 Business Hours | 20 Business Hours | 50 Business Hours |
Direct Routing | 6 hours | 10 Business Hours | 20 Business Hours | 50 Business Hours |
Wires Only | 48 hours | n/a | n/a | 50 Business Hours |
Hosted PBX | 6 hours | 10 Business Hours | 20 Business Hours | 50 Business Hours |
eSIM | 6 hours | 10 Business Hours | 20 Business Hours | 50 Business Hours |
3.3 Time excluded from resolution calculation includes:
- Awaiting missing information from the Customer.
- Waiting for power down/up of Customer Equipment or other test results.
- Waiting for Customer to provide access to premises/equipment.
- Inability to access Customer premises/equipment at agreed appointment times.
4. Service Availability
4.1 OLYS Telecom Ltd aims to achieve the following service availability each calendar month:
Service | Availability |
Single Line | 99.9% |
FTTC | 99.0% |
FTTP | 99.8% |
SIP Trunk | 99.9% |
Hosted PBX | 99.9% |
4.2 Availability calculation formula: {[(M–TD)/M]*100}%
- “M”: Number of minutes in the calendar month.
- “TD”: Aggregate number of minutes of all Downtime during the month.
- “Downtime” excludes:
- Maintenance with at least 48 hours’ notice.
- Internet non-availability, Customer Equipment failure, or power outage at Customer’s premises.
- Acts/omissions by the Customer or their representatives causing service delays/unavailability.
- Force Majeure Events.
