Service Level Agreement
Standard availability targets, response times and service credits for Telappliant communications, connectivity and managed IT services.
Scope
This standard service level agreement applies to services supplied under our master terms and conditions, unless a bespoke SLA is stated on your order form. Targets are measured monthly, exclude planned maintenance, and are subject to the exclusions set out below.
Availability targets
| Service | Availability target | Measured as |
|---|---|---|
| Cloud phone system (core platform) | 99.99% | Platform reachability across the resilient UK data centre pair |
| SIP trunking | 99.99% | Call handling capability at the platform edge |
| Ethernet leased line | 99.95% | Circuit availability end to end, excluding customer LAN |
| FTTP and Ethernet over FTTC | 99.7% | Circuit availability, best-efforts consumer-grade tail excluded |
| Managed firewall and SOC monitoring | 99.9% | Availability of the monitoring and alerting platform |
Fault response and fix targets
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| P1 Critical | Total loss of service at a site, or loss of all inbound calling | 15 minutes | 4 clock hours |
| P2 Major | Significant degradation, or loss of service for a group of users | 30 minutes | 8 business hours |
| P3 Minor | Single user affected, workaround available | 4 business hours | 2 business days |
| P4 Request | Moves, adds, changes and configuration requests | 1 business day | 5 business days |
Business hours are 08:00 to 18:00 Monday to Friday, excluding English public holidays. P1 and P2 faults are handled 24 hours a day, every day, where 24/7 support is included in your contract.
Service credits
| Availability achieved | Credit against the monthly charge for the affected service |
|---|---|
| Below target but at or above 99.0% | 5% |
| Below 99.0% but at or above 98.0% | 10% |
| Below 98.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits must be claimed in writing within 30 days of the end of the affected month, are capped at 50% of the monthly charge for that service, and are the sole remedy for missing a target.
Exclusions
- Planned or emergency maintenance notified in accordance with the contract.
- Faults caused by your equipment, LAN, wiring, power or internet service not supplied by us.
- Force majeure events, including third-party fibre breaks caused by civil works outside our control.
- Periods during which we are denied site access, or you do not provide reasonable assistance to diagnose a fault.
- Services suspended for non-payment or breach of the acceptable use policy.
Questions about this document?
Telappliant Limited, Unit 13.02 Sierra Quebec Bravo, 77 Marsh Wall, London E14 9SH. Registered in England and Wales no. 04632756.
General enquiries 0345 004 4040, or use our contact form for written queries, including data protection requests.