Data Communications – Network Customer Service and Support
| Bandwidth: | Scalable and burstable billing mean you only pay for what you need |
| SLA: | Designed to ensure we concentrate on immediate problem resolution ensuring minimum downtime to the customer |
| Provisioning: | Set by service commencement date in the service order – otherwise 50% connection charge credit |
| Availability: | 100% available except for routine and emergency maintenance. Credit of full 2 days service for each hour unavailable |
| Speed: | 20ms on the Pan-Euro element, 50ms on Trans-Atlantic – one free days service if fail to reach in any month |
| Packet Loss: | <0.1% - one free days service if exceeded in any month |
| Fault Handling: | 24/7 – a free days service is credited based on time from trouble ticket issue |
| Maintenance: | Provide 10 working days notice |
| Reporting: | Provide monthly service and performance status reports |
| Network Performance: | Online reporting via customer web portal |
