Annex - SLA & Service Credits
Service Level Availability & Service Credits
Standard Service Level Agreement for Services including Service
1. Definitions - additional to those in the Main Terms and
a. "SLA" means a service level
expectation for services listed in the absence of a guaranteed
service level agreement.
b. "Service Credit" or "SC"
means a pre-defined credit set out in this agreement that is
applied to the Customer account in the event of certain events
including repairs and provisions that exceed SLA's defined in this
agreement this credit may also be referred to as Compensation but
for the purposes of this document shall mean the same.
c. "Customer Equipment" means
any equipment, the property of the Customer or rented by the
Customer from a third party, used by the Customer in order to use
d. "Non-Qualifying Event" means
an event which is not covered or foreseen and as such is therefore
considered to be MBORC and not part of the contract and will not be
counted towards SLA or Service Credits.
e. "Network" means a network
over which service is provided.
f. "NTE" Network Termination
Equipment, this is equipment supplied by IC for connecting into the
Network or using the service.
g. "NOC" Network Operation
h. "Disconnected" means a
service has been removed / terminated.
i. "Business Working Hours" or
"BWH" is a Business Day during normal working hours as published on
the IC Website. Where a time is shown as hours during or applicable
BWH this means the hours are during this period only (eg. 33 BWH =
j. "NBD" means by close of
business the next Business Working Day.
k. "Clock Hours"
i. The start time is the
acceptance of a fault and opening of a case on the IC or suppliers
fault handling system.
ii. Clock will run 24/7 - no
deduction for Business Working Hours.
iii. Stop time is when the
fault becomes 'cleared' not 'closed'.
iv. Allowable Parked time will
be excluded from the gross elapsed time.
l. "Allowable Parked Time" is
where the progression of the repair is outside of the control of IC
or IC's supplier and / or where there is an action caused by the
Customer that directly causes IC to be unable to comply with its
obligations. Parked Time reason codes numbers ii-xi are
included in the allowable parked time measure. Park time reason
code (i) is excluded from allowable parked time with the following
i. Where the first available
appointment is not chosen by the Customer the time between the
first available appointment and the appointment chosen will be
counted as allowable parked time.
m. "Parked Time" The following
is a list of parked time reasons;
i. Appointment confirmed - the
time between an appointment being made and the actual start of the
ii. Awaiting appointment - the
time IC is waiting for the Customer to agree an appointment
iii. Awaiting retest - when IC
have confirmed a clear and are waiting for the Customer to
iv. Confirm fault cleared - IC
or their third parties have cleared the fault and are waiting for
the Customer to confirm the clear.
v. Awaiting downtime - the time
IC is waiting for the Customer to allow testing. The clock will be
restarted when IC receive the required response from the
vi. No customer access - the
time where the Customer is unavailable for a visit. The clock will
restart at the next agreed appointment time.
vii. No customer contact - the
time where the Customer does not respond to IC..
viii. Awaiting logon - the time
IC is waiting for the Customer to log on for testing.
ix. Awaiting additional
information - the time IC is waiting for additional information
from the Customer
x. Customer unavailable - when
the customer has advised they are unavailable until a specified
xi. Restricted access - the
time where the enhanced care Customer has not allowed full 24/7
access (if the Customer opts for an appointment as 24/7 access is
not available then the time between the appointment being confirmed
and the actual appointment time will be classed as allowable parked
2. The customer acknowledges that it is technically
impracticable to provide a fault free Service and IC does not
undertake to do so. The Company will use reasonable endeavours to
procure a continuous high quality Service in accordance with our
SLA's and the Customers chosen / purchased service levels.
3. The Company shall not be liable to the Customer for any
losses incurred as a result (either direct or indirect) of any
interruption to the Service and the entire amount payable for
failures outside of the SLA shall be strictly limited to the
amounts outlined in this Agreement. Where an amount is not listed
or an event omitted then it shall be deemed to be a Non-Qualifying
Event and no Service Credit will be due.
4. Standard Service Level
The following table lists the service availability expected and
Service Credit guidelines should any service fall below these
levels. The Service Credit includes the fees or proportion thereof
that is levied by Internet Central for the provision of service
only and does not include any other on-going fees for associated
services or components.
Percentage uptime in any month
99.5% and above (Standard SLA Target)
95% or below 7 Days Credit
93% or below 14 Days Credit
90% or below 1 Month Credit
These Service Credits are not applicable to breakdowns and
faults which are covered in section 5.
5. Performance & Repair Targets
The following table lists various services and the service levels
with the target response and repair times for each. Response time
is the time from first report from the Customer of a potential
fault to a response to that report from IC. Following
acknowledgement of a fault existing after response time and opening
of a case, the repair clock starts and will run until the service
is restored and clock stopped. The total time for a fault will be
the hours between the clock start and clock stop minus any
Allowable Parked Time.
|Enhanced Care (Level 4)
|Enhanced Care Plus (Level 14)
Phone Lines (PSTN)
|Standard Care Domestic (Level
||NBD + 1 day
|Business Premium (Level 2)
|Enhanced Care (Level 3)
|Enhanced Care Plus (Level 4)
Website or VM Hosting (see section 7)
|Server Down Issue (VM HA or
|Server Down Issue (VM
|Site Down (shared hosting)
IP Voice Services
|Severity 1 - Critical Outage
|Severity 2 - Major Impact
|Severity 3 - Minor Impact
|Severity 4 - Informational
6. Service Credits for Repairs out of
The following table shows the credits that can be claimed where a
service has failed to be restored within the above tabled
|Applicable Hours over
The amount of credit is related to the services listed above and
the maximum claim in any one month will be limited to the 1 month's
charge of the service
7. Website and Server Hosting Limits
The SLA and Service Credits are limited to specific areas of the
hosting as follows;
a. Virtual Machine (VM) is
restricted to the actual machine container and excludes issues
arising from the Operating System or Content within the VM.
b. CoLo (Co-Location of
physical server) is restricted to the environment housing the
device including power and cooling.
c. Shared hosting is restricted
to the availability of the main server housing the website and
specifically excludes content related issues including scripting or
8. IP Transit Service Level Target and Repair
IP Transit is a component of many individual services and is
therefore key to many services either functioning or being
available. IP transit is a public connection to the worldwide
Internet to other provider networks via transit agreements or
private peering connections. IP transit is a best efforts service
and relies on other parties connections, capacity and reliability
hence 'best efforts'. IC undertake to provide connectivity via
credible suppliers with sufficient capacity to supply our customers
service in line with the SLA the vast majority of the time and
sufficient redundancy to ensure that performance is maintained in
the event of a supplier failure.
IC will frequently examine the average loads and destinations
that are being used and will adapt / enhance its connectivity
agreements to serve these demands and will undertake to increase
capacity should sustained usage exceed 80% of its total network
capacity. In the event of an external provider failure IC's network
will automatically failover to an alternative route should one be
available to us (within our public BGP tables) to maintain the
maximum public connectivity possible, during this change of routing
connectivity will be disrupted in line with normal route
convergence for Internet connectivity using BGP4 full feed transit
to an Autonomous System.
IC cannot be held liable for unforeseen events that may cause
excess traffic demand either on IC's core network or externally
which is outside of its immediate control. The service is delivered
on a 'Shared' basis and there are no guarantees for the quality
received via the service, the Company will provide a 'Target'
service level or performance level but accepts no liability of any
kind for failure to meet this level. The entire limitation of
liability shall be restricted to no more than 1 month of the IP
Transit Service rental fee (or proportional price if included
within another service) in any event.
a. IP Transit Service Level
i. IP Transit services will
have the following Targets;
1. Intra UK Transit <60ms
2. Intra Europe Transit <80ms latency
3. Transatlantic Transit (to New York) <120ms
4. Packet Loss within Company Network <1%
ii. IP Transit 'Core Network'
99.97% availability or above as measured over a 12 month period
'Core Network' being defined as the primary BGP4 network core
maintained by IC
iii. In the event that the
Service consistently falls below the Targets then the Customer
should raise to the Company as a fault report.
b. IP Transit Repair
i. IC 'Core Network' failure
repair target is 4 Clock Hours from point of failure
ii. Routing issues within 'Core
Network' 8 Hours BWH
iii. External parties (Transit
and Peering) if not within IC's immediate control is excluded
although efforts will be made to contact the party if they are
directly adjacent to the IC core network.
9. Interlinked Services
Many services may use several components for the delivery of a
total solution and in the event of a service becoming unavailable
due to a different service failing then the SLA shall only apply to
the root cause service. For example in the case of IP Voice
Services with a customer on a single Broadband link if the
Broadband were to fail then the IP Voice Service may be disrupted
and the SLA and SC will only apply to the Broadband link itself as
the core service (IP Voice Service) was still available and would
have been accessible if the customer had an alternate
10. Disconnected by Mistake
Delivery of services is a complex process and occasionally there
will be errors in either the physical or logical (systems) side of
a connection that could lead to your service being "Disconnected".
IC will where the disconnection has been as a direct result of IC
or its suppliers, undertake to re-connect the customer as swiftly
as possible without charge to the Customer (this excludes events
where IC may share a supplier in common and the disconnection was
as a direct result or another party). This will be treated as an
out of SLA event thus starting the Service Credit clause
immediately and the Customer shall be entitled to claim the
appropriate Service Credit based on the time from disconnection
until restoration within the table.
11. 3rd Party Service Disruption and
Where services are being changed, installed, upgraded, repaired or
work is performed on services then IC are not liable for any
disconnections or interruptions in the Customers other services
either directly supplied or not. Any work conducted will be done so
according to accepted business practices and the customer
acknowledges that any work of this nature can cause others issues
(i.e. installation of a new cable could cause movement in other
cables and if they have a weak link they could break). In the event
the affected service is not with IC then the Customer will have to
contact the current supplier to raise a fault directly.
12. Missed Appointments
If IC or their suppliers fail to keep an appointment for repair or
installation of a service then the customer can claim a one off £40
Service Credit, this applies where the missed appointment was not
an MBORC condition or was not re-arranged or cancelled before the
13. MBORC and scheduled Maintenance
Disruptions in service howsoever caused in an MBORC situation will
not be counted toward any Service Credit clause. In the case of
scheduled maintenance of the service this would be scheduled by the
company and notification of pending outages will be posted on the
IC web site in advance, this time is excluded from any calculations
of availability or repair.
14. Suspension of Service
The Company shall be entitled to suspend Service in order to
maintain or improve the Network or if obliged to do so by virtue of
any direction or request from any Government Department, Emergency
Service, Regulatory or Administrative Authority, or by its
principles, or for any other reason whatsoever. The Company will
use reasonable endeavours to give the Customer notice of such
suspension as reasonably practicable normally via the support
section of the IC website.
15. Compensation or Actual Financial
IC is not an insurance company and does not undertake to provide
payments for lost time, lost business, lost customers or any other
reason due to disruption whosoever caused of any service provided.
It is up to the Customer to take all reasonable steps to ensure
diversity of supply and to take out appropriate insurance for
business continuity, cyber liability or other suitable cover. IC's
entire and total limit in any event shall be strictly limited to
the sale value of the service being chosen.
16. How to claim
You must make your claim within 3 months of the disruption
occurring (once service has been restored) and using the SLA table
and SC Codes provided send an email to firstname.lastname@example.org requesting a
Service Credit and providing sufficient details and evidence of the
claim. Once received IC will validate the claim against its records
and providing the claim is correct will authorise the Service
Credit within 30 days. In the event of a claim not being complete,
accurate or agreed then IC will reply with its determination of the
claim and subsequent decision on the granting of a Service Credit
within 30 days.
17. Service Credits how are they
All service credits will be applied to the Customer account as a
credit and will be used to reduce the balance of that account, in
the instance where a credit is larger than the current balance the
credit will be held on account and used against future invoices
Document Revision 2.0 18-11-2013