Galaxy S3 native browser does not support code used in this site. Please use Chrome, Firefox or Opera.
Contacting Support Regarding Service Issues - Ensuring Your SLA Meets Your Company's Needs

April 2015: Bronze SLA

Support Service Level Agreements

To view this page please rotate to landscape view…

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

We wish to advise that the hourly rate for service changes will move from £25 per hour to £35 per hour, with a minimum charge of £35. This became effective from the 1st of October 2014. Please note that all future requests of this nature will automatically be added to your next invoice (i.e. we will not ask for pre-authorisation following your request).

Additionally, we now have a standard 5 working day turnaround for change requests. This is separate from turnaround times on fault reports, which are governed by your SLA. Some change requests, for example number porting, may require more time - you will be advised if this is the case.

As a Bronze Level customer, please remember that minor requests may not be reported by phone - please see below.

Bronze Level Agreement

Minor Problems

Report by:
  • Email to .
  • Alternatively via our customer portal.
    (email Support for a login if you don't have one)
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 £35 per hour with a minimum charge of £35.

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 call the Gold Support number between 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 call the Gold Support number between 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 call the Gold Support number between 9am - 5:30pm Monday to Friday, excluding bank holidays ('working hours').
Report by phone to duty engineer on OOH Gold Support number at other times.
Time to respond 15 minutes.
Time to fix 1 hour.
Full Support Service Level Comparison Table

Please contact your Account Manager on 0333 332 0000 (press option 1 for Sales) if you would like to upgrade your Service Level Agreement.

Kind Regards,
X-on Operations.