We offer a wide range of bespoke solutions. Call us on 01823 348704 to discuss your project.

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Services in your area

Service Level Agreements

High Performance Service Level Agreements

Maintaining high levels of performance is as important to us as it is to our customers. From the moment of enquiry through to installation and the rare event of equipment failure, the clock is ticking. We aim to provide a responsive turnaround within our stated timings and to the highest of standards. We also know that if things go wrong you want peace of mind that they can be fixed without the worry of “hidden costs”. That’s why Surf offers high performance service level agreement.

For more information contact us.

 

Surf Telecoms Summary of SLA’s for Connections offered
 

Connection Type

Desktop Quote
Time from Enquiry

Survey Quote
Time from Enquiry

RFS Time from Order

Availability Standard

Availability Protected

Fault Response

Target Fix Time

 

Working days

Working days

Working days

% pa

% pa

Hours

Hours

Ethernet Leased bandwidth on – net only

3

8

30-45

99.95

99.995

 

4

Ethernet leased bandwidth using BT

3

21 from order

30-60

99.95

99.99

 

5

DWDM Optical Channel

3

8

30-45

99.95

99.995

 

4

SDH Leased
Lines

3

8

30-45

99.95

99.995

 

4

Dark Fibre Lease

3

8

30-45

Underground

Fault

4

12

Dark Fibre Lease

3

8

30-45

Overhead

Fault

4

18