Signa Technologies Ltd

Moorsweb Network Service Level Agreement (SLA)
Small Business & SME Broadband Packages

To raise a fault Customers should call the helpdesk: 01423 900433 and/or email: info@signa-uk.com

Faults will be acknowledged within the hour between 09.00-17.00 Monday to Friday (excluding Bank Holidays) and be responded to in detail by email and or phone within 6 hours.

Outside of these hours faults will be responded to within the first two hours of the next working day (Monday – Friday, excluding Bank Holidays, 09.00-17.00).

Should a site visit be required (at the sole discretion of the Moorsweb Network Engineer) then this will be arranged within 24 hours of a trouble ticket being raised by the Customer (Monday – Friday, excluding Bank Holidays, 09.00-17.00).

The Moorsweb Network is guaranteed to be available and capable of forwarding IP packets 99.9% of the time, averaged over a calendar month. The Network Availability Guarantee does not include the customer’s Local Area Network (LAN), scheduled and unscheduled maintenance events, Customer Premise Equipment (WiFi Access Point or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, and force majeure events.

If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30 of the Monthly Service Charge (MSC) for that month for each full hour of outage in excess of the 99.9% guaranteed under this SLA up to a maximum of £50.

The Moorsweb Network (as defined above) is guaranteed to have an average round trip packet transit time within the Moorsweb network over a calendar month of 75ms or less. The average network latency is measured as the average of 10 minute samples taken throughout the month via ICMP testing – not via a web-based testing package such as, for example, speedtest.net. The Moorsweb Latency Guarantee does not include the customer’s Local Area Network (LAN), scheduled and unscheduled maintenance events, Customer Premise Equipment (WiFi Access Point or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, and force majeure events. If the Latency Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30 of the monthly service charge (MSC) for that month for each full 1ms above the 75ms average maximum guaranteed under this SLA up to a maximum of £50.

The Moorsweb Network is guaranteed to have a maximum average packet loss of 1 percent or less during any calendar month. Requests for credits must be by email to: info@signa-uk.com and received by Signa no later than seven days from the disruption in service as outlined in the guarantees above.

Customers requesting credits must have reported the issue with the Signa Technical Team at the time of the incident. Please allow one week for credit requests to be adequately verified by Signa. Total credits under this SLA are limited to £50 in the month in which the service does not meet the commitment.

In a one month period the maximum credit possible is £50 for combined claims under the Packet Loss, Round Trip Packet Transit Time, and Packet Forwarding SLA, claims cannot be combined beyond the maximum £50 credit total. Requests for credits may be emailed to: info@signa-uk.com where they will be investigated by Signa. All figures mentioned in this SLA are exclusive of VAT.

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close