Service Level Agreement

Business Broadband Services

Rev 2 – June 2016

About Spectrum Internet
Spectrum Internet is an expert in
providing superfast and ultrafast
internet services. We literally go the
extra metres, installing our own
infrastructure and trialling new
methods of delivering connectivity
to bring speeds up to date for
businesses and communities across
Wales and the South West of
England.

As a leading independent Internet

Service Provider that transforms
how people connect, communicate
and collaborate, we continuously
work hard to build and maintain a
reputation for creating innovative
solutions without compromising on
service. This has been recognised in
the industry through numerous
prestigious awards.
Service Level Agreement
1 Service Description
1.1 Service Outline
This Service Level Agreement applies to the Spectrum Internet Ltd business broadband connectivity
services listed below. These services may be provided over a range of media and with varying
equipment as detailed in the individual Service Descriptions.

1.2 Services
This SLA applies to the following business broadband service families:

• Spectrum Connect Broadband Services (Multi-Tenant)

• Spectrum Fibre Broadband Services (FTTC/FTTP excluding Wholesale)

• Spectrum Wireless Broadband Services

To confirm that this SLA applies to a specific service please refer to the detailed Service Description
for that service. This SLA will be referred to as the Spectrum Business Broadband SLA.

1.3 Scope
1.3.1 The Service Levels set out in this document are targets only and Spectrum Internet has
no liability for a failure to meet them beyond the remedies detailed in the relevant
Service Terms and Conditions.

1.3.2 If Spectrum Internet Ltd should fail to meet the targets described in these Service Levels
the customer will be entitled to the compensation as set out below. Such compensation
shall be the sole and exclusive remedy for Spectrum Internet Ltd’s failure to meet those
service levels for which service credits apply.

1.3.3 All Service Levels described below are subject to the exclusions detailed in Section 6 of
this agreement.

1.3.4 These Service Levels are subject to modification from time-to-time and the latest version
is available from our website at www.spectruminternet.com.

2 Operational Hours
Provisioning / installation is based on standard working hours of 08:00 – 18:00 Mon-Fri excluding
Public Holidays. Availability is based on 24 / 7 clock subject to planned maintenance.

3 Performance
3.1 Provisioning / Installation
Throughout the installation process Spectrum Internet Ltd commits to keeping the customer up to
date with progress. This is achieved through a series of fixed communications at specified points in
the customer journey, as well as periodic updates in event of delays or other issues.

3.1.1 Spectrum Internet Ltd will aim to meet the following commitments on notification:

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 (a) Within 1 business day of receiving the completed order, confirm order receipt and
allocate a unique order reference number

(b) Provide regular updates on order progress until such time as a confirmed installation
date is available. This would typically be no less frequent than every 3 business days.

(c) If delivery is in delay, notifications will typically be provided at least every 5 business
days.

3.2 Service Availability

3.2.1 Spectrum Internet Ltd will ensure of 99% availability of the service, subject to the terms
of this Agreement.

3.2.2 Service Availability is based on the following criteria:

(a) Circuit Availability – connectivity between the Customer Premises Equipment (CPE)
and Spectrum Internet Ltd Core Point of Presence (PoP)

(b) Internet Availability – connectivity between the Spectrum Internet Ltd Core Pop and
The Core Networks of Spectrum Internet Ltd’s upstream providers

(c) The available throughput (download) to the customer will never drop below a
minimum of 50% of the of the service connection speed for a continuous period of
more than 8 hours. For services with variable connection speeds this speed is
determined at service handover. Such services include services based on xDSL or
Wireless technologies.

Other issues such as high latency, intermittent packet loss, or jitter are not covered by
this SLA and are handled on a best efforts basis.

3.3 Fault Resolution

3.3.1 All correctly reported faults will be responded to within 2 business hours by a Spectrum
Internet engineer.

3.3.2 A service will be considered faulty once Spectrum Internet have completed diagnostics
and a fault has been verified.

3.3.3 Once verified, Spectrum Internet Ltd commit to resolving SLA faults, as defined in 3.2
above, within a further 12 working hours.

3.3.4 Time calculations for a faulty service (the Outage Period) begin once a service has been
confirmed as faulty. The total Outage Period for the service is calculated by the time
between a fault being verified and the service being restored, minus:

(a) any time where the issue is with the customer, e.g. awaiting customer response or
awaiting customer diagnostic activity

(b) any time awaiting access to the customer premises

(c) any delays caused by third parties, outside of the control of Spectrum Internet Ltd.

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4 Service Operation
4.1 Incident Reporting
4.1.1 Faults may be reported during standard business hours (08:00–18:00, Mon-Fri).
Customers should raise all faults either by telephone to 029 200 22 345 or via email to
[email protected].

4.1.2 The Spectrum Internet Support services team have a specific SLA in place for general
helpdesk services. Please refer to Spectrum Internet Support Services SLA.

4.2 Configuration / Change Management

4.2.1 Configuration management is based on standard working hours of 08:00 – 18:00 Mon-
Fri excluding Public Holidays.

4.2.2 All requests for changes to the service configuration should be made in the first instance
to the Spectrum Internet Ltd Support Services Team by either telephone to 029 200 22
345 or by email to [email protected]. This will raise a unique Request
Number. Following this Spectrum Internet Ltd will use best endeavours to process the
Request without undue delay.

4.2.3 The Spectrum Internet Ltd Support services team have a specific SLA in place for
helpdesk services. Please refer to Spectrum Internet Ltd Support Services SLA. In
addition to this SLA, the following are indicative lead times for configuration changes:

Modifications to Reverse DNS Zone (Static IP Only) 2 Business Days

Requests for additional IP address allocation (Subject to 5 Business Days
approval and additional charges)

4.3 Planned Maintenance

4.3.1 Planned Maintenance refers to planned engineering works / network modifications
carried out within Spectrum Internet Ltd’s control.

4.3.2 Spectrum Internet Ltd will endeavour to provide a minimum of 3 days’ notice of Planned
Maintenance which may impact on the availability or the quality of the service.

4.3.3 Notification will be made to the primary contact for the client as advised on the service
order or as subsequently updated by the client. Notification will be via email.

4.3.4 The above commitment notwithstanding, Spectrum Internet Ltd reserve the right to
carry out emergency maintenance at any time where it is necessary to maintain the
integrity or security of the network. Spectrum Internet Ltd will endeavour to provide as
much notification of such emergency maintenance as possible.

4.3.5 Spectrum Internet Ltd will endeavour to ensure that all planned maintenance is carried
out within the preferred hours of 00:00-06:00 and where possible at a weekend.

4.4 Escalation
4.4.1 If the client feels that Spectrum Internet Ltd are not living up to the commitments in this
SLA, the following escalation path should be followed:

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 Business as Usual (BAU) Support Services Team [email protected]
1st Escalation Help Desk Manager [email protected]
2nd Escalation Operations Manager [email protected]
3rd Escalation Operations Director [email protected]
4th Escalation Managing Director [email protected]

5 Compensation
5.1 Service Charge Credits
5.1.1 Subject to the exclusions in Section 6 below, should Spectrum Internet Ltd fail to meet
the service levels as set out in sections 3.2.2 and 3.3.3 above then the customer will
receive £25 credit against the service charge, for each month in which service levels
were not met.

5.1.2 All service charge credits will be raised in respect of the service charge for the affected
product or service.

5.1.3 Claims for Service Charge Credits must be made within 30 days of the fault occurring,
and should be accompanied by a valid fault reference number. All claims must be raised
in the first instance to our customer services department:

[email protected]; Tel: 029 200 22 345

5.1.4 Only one claim may be made in respect of any single fault reference

5.1.5 Total Service Charge Credits claimed in any month shall not in any circumstances exceed
the total monthly service charge for the affected service.

5.2 Method of Compensation

5.2.1 Compensation payable under the terms of this SLA will be allowed only if the client
notifies Spectrum Internet Ltd as detailed above.

5.2.2 Subject to the exclusions detailed in section 6 below, Service Charge Credits will be
made against the next invoice following confirmation of the acceptance of a claim as
defined in 5.1 above.

6 Exclusions
6.1 Matters Beyond Our Reasonable Control (MBORC)
6.1.1 This Service Level Agreement and corresponding compensation will not apply where:

(a) through no fault of its own, Spectrum Internet Ltd is unable to gain the necessary
permissions or consents required in connection with a particular Service Level;

(b) failure is due to Force Majeure

(c) failure is due to a planned or Emergency service interruption as detailed in section

4.3 above

(d) failure is due to theft or vandalism to Spectrum Internet Ltd infrastructure

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6.2 Client Responsibilities / Actions
6.2.1 This Service Level Agreement and corresponding compensation will not apply where:

(a) the fault or failure is not notified in accordance with Section 4.1 above

(b) the failure is due to inaccurate information provided by the client in the ordering
process

(c) the failure is due to the clients own network equipment or environment

(d) the client has failed to implement any reasonable and clear instructions issued by
Spectrum Internet Ltd in relation to the service

(e) through no fault of its own Spectrum Internet Ltd has been unable to carry out
necessary work at, or gain access to the client site

(f) the client fails to agree an appointment date

(g) the client is in breach of any part of the contract for services, including the terms
and conditions for payment of invoices, or the service has been suspended by
Spectrum Internet Ltd in accordance with the contract conditions

6.2.2 Where, in any particular instance, the Customer and Spectrum Internet Ltd agree a
different timescale for the performance of a Service Level as described in this
agreement, that Service Level and any associated compensation will not apply in relation
to that instance only.

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Spectrum Internet Ltd

spectruminternet.com
@SpectrumISP

Sales
029 200 22 345
[email protected]

Support
029 200 22 345
[email protected]

Registered Address
Riverside Court, Beaufort Park Way,
Chepstow, NP16 5UH

Network Operations Centre

Charnwood House, Collivaud Place,
Ocean Way, Cardiff, CF24 5HF

All rights reserved.

Registered in England and Wales No.

07849485. VAT No. 126 8736 89