*Note. SwiftADSL, SwiftFTTC & SwiftFTTP broadband products are supplied as standard with “BT Standard fault Care”. BT’s Standard fault Care response time is generally known as ‘best endeavours’ in that BT will endeavour to resolve the fault as soon as they can with a target time of 48 working hours. However, BT suffer no penalty for going beyond this. BT operate within business hours on standard care ( 9am – 5pm Monday – Friday). For this reason no SLA guarantee can be made for these products with standard care. Enhanced Care is available as a cost option. Enhanced Care offers a 4 hour response time from the initial BT fault being logged with BT, with a 24 clock hour fix to totally clear the BT fault.

 

Hardware failures

Managed Internet devices and hardware under a maintenance contract are covered under the HardwareAssure SLA.

 

Service restoration clock

The service restoration clock starts when a ticket has been allocated, the customer contacted, a severity assigned and the initial diagnosis work has been completed.

Tickets may be left open, post service restoration, for monitoring purposes. Thus the clock stops when the ticket is closed or when a member of the SwiftInternet Technical Support Centre informs the customer of service restoration, whichever is sooner.

Should a fault be raised outside the Swift Internet defined service level operating hours, the measurement of the response and service restoration time will not commence until the start of the next working period. The service restoration clock will stop if access to site cannot be provided at the required time, or if diagnostics or on site work cannot be conducted by the end user at the required time.

 

Multiple short service failures

If the same circuit experiences multiple failures within the same month, Swift Internet will consider this a single outage event for the purposes of service restoration and compensation. The service restoration clock will be restarted from the point the subsequent

failure has been diagnosed.

 

Outages and maintenance

Network maintenance will normally be performed outside of service level operating hours. Should maintenance be service affecting, the affected customers will be notified with three working day’s notice via the nominated email contact detailing the work to be carried out and any effect on service.

All network maintenance on the Swift Internet network is also published on our NOC website.

Under exceptional circumstances it may be necessary to perform emergency engineering work without prior notice. In that event, Swift Internet will use its best efforts to limit any resultant adverse effects on the customer’s service.

 

Internet Access platform characteristics

Platform metrics do not include the customer access service or any off-net service, or any service outside our network.

Internet Access platform availability 99.99%

Internet Access platform packet loss < 0.1%

Internet Access platform metrics shall not include any failure attributable to (a) scheduled network maintenance or (b) a Force Majeure event.

As service credits are claimed on a per incident basis, the above metrics are for network planning and account review purposes only.

 

Swift Internet Service Level Operating Hours

Swift Internet full service levels and telephone helpdesk operates between 9am and 5:30pm, Mon – Fri, excluding national holidays unless otherwise noted below.

Swift Internet service levels operate outside of these core support hours, 24×7, for the management of severity 1 “emergency” and severity 2 “Major” faults.

 

Emergency and Major Fault escalation

Escalation means that more senior staff will be made aware of the customer’s fault and provide additional assurance to the customer.

For continuity, the customer’s point of contact with the Swift Internet Technical Support Centre (TSC) remains the same throughout the repair.

Swift Internet will automatically escalate severity 1 and 2 incidents using the procedure below. Escalation automatically starts once 75% of the service restoration target time has passed.

 

Call out charge for non Swift Internet faults

Fault resolution sometimes means an engineer has to visit the site. If, while the engineer is on-site, the incident is discovered not to be a hardware or circuit failure under Swift Internet’ control (e.g. the managed device has been unplugged, or there is a fault with customer

equipment or facilities), Swift Internet reserves the right to charge the customer a one-off fee of £250+VAT in the case of SwiftEFM and SwiftFLL products, and £195+vat in the case of SwiftADSL and SwiftFTTC products. The charge also applies if the engineer is unable to gain site access at the appointed time.

 

Making a claim

A claim should be made in any month where there are one or more incidences where the agreed service restoration target was not met.

A claim should be made by logging the claim with accounts department at http://www.swiftinter.net/support/

The deadline for making a claim is 5 working days after the end of the month for which the service credit is requested.

 

Service credits

If, in Swift Internet’ reasonable opinion, the target time for service restoration for an incident has exceeded the SLA, the customer will be entitled to a service credit for the failure according to the following schedule:

Within 1 working day of the service restoration target: 25% of pro-rata monthly charge associated with the failed access or hardware service.

More than one working day beyond the service restoration target: 50% of pro-rata monthly charge associated with the failed access or hardware service.

 

Service level claim conditions

· Total service credits per month are limited to 100% of the total due in respect of the monthly charges for the product or service calculated pro-rata for that month.

· The customer has notified Swift Internet in writing within 5 working days after the end of the month for which credit is requested.

· Service credits will be applied as a credit to the customer’s account and, as such, will be deducted from the value of the next invoice.

Service credits will not be granted if there is any amount owing by the Customer to Swift Internet under this agreement or otherwise and such amount is overdue.

 

Reporting a fault

Where possible, initially log the fault at https://www.swiftinter.net/support/ Then for severity 1 & 2 faults, you must also dial 03330 347500 and log the fault with our support engineers.

Be prepared with the following:

· Company name and your name

· Your telephone number

· Site address where the fault is located

· Circuit number

· Description of the problem

· What happened prior to the fault

· How the fault has been diagnosed and the results