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Contacting Support Regarding Service Issues - Ensuring Your SLA Meets Your Company's Needs

June 2014: Service Level Agreements

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We greatly appreciate your custom, and we look forward to continuing to serve you as your business grows.

Support Service Level Agreements

We wish to remind customers with Bronze Level Support Agreements of the terms specified in their SLAs.

We are primarily concerned with the number of phone calls to our Support Team for minor issues, which should instead be notified by email.

Bronze Level Agreement:

Minor Problems

Report by email to .
Time to respond 8 working hours.
Time to fix 24 working hours.

Minor problems are defined as follows:

Non-service affecting queries.
Problems with reports and on-line real time statistical monitors.
Short delays in voice call service response (less than 2 seconds).
Intermittent queries with audio quality.
Delays on administration web site.

Please note that configuration changes are chargeable:

Assistance with Self-serve Configuration Changes

After the first month of operation, telephone assistance with configuration changes will be on a chargeable basis of £25 per hour with a minimum charge of £25.

Please check your Service Level Agreement to ensure you are aware of the escalation process.

Upgrade Service Level Agreements

As your business grows you should consider upgrading your SLA to Silver or Gold. The upgraded SLA provides increased flexibility and improved response and fix times. For example…

Gold Level Agreement:

Minor Problems

Report by email to or report by phone to 0333 332 0002 9am - 5:30pm Monday to Friday excluding bank holidays ('working hours').
Time to respond 4 working hours.
Time to fix 8 working hours.

Serious Problems

Report by email to or report by phone to 0333 332 0002 9am - 5:30pm Monday to Friday excluding bank holidays ('working hours').
Time to respond 1 working hour.
Time to fix 4 working hours.

Critical Problems

Report by email to or report by phone to 0333 332 0002 9am - 5:30pm Monday to Friday excluding bank holidays ('working hours').
Report by phone to duty engineer on 07012 906999 at other times.
Time to respond 15 minutes.
Time to fix 1 hour.

Please contact your Account Manager on 0333 332 0000 if you would like to upgrade your Service Level Agreement.

Kind Regards,
X-on Operations.