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

• 2.1 Customers can report Incidents at any time via:
  • 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

• 3.1 Target Response Time:
  • P1, P2, and P3 Incidents: Within one Business Hour.
  • P4 Incidents: Within four Business Hours.
• 3.2 Target Resolution Times:

• 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:

• 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.