On Tap's 100% Service Level Agreement (SLA) provides you with the confidence that we place our customers at the forefront of everything we do. This is offered to customers ordering transit, co-location and managed hosting.
Our SLA is open and transparent and is presented here.
On Tap - Service Level Agreement 1.0
1. General
1.1. This Service Level Agreement ("SLA") sets out the levels of services to be provided by On Tap Networks to the Customer under this Agreement and compensation for failure to meet those service levels.
1.2. In this SLA a reference to a paragraph, unless stated otherwise is a reference to a paragraph of this SLA.
1.3.
In this SLA
words, abbreviations and expressions have the meanings given in the On Tap
Networks Master Service Agreement General Terms and Conditions except as
set out below:
"Availability" all the time in any calendar month for which the Network and
any Service Equipment is not subject to any Service Affecting Faults,
and "Available" shall be construed accordingly;
"Business Day" shall mean every day excluding Saturdays and Sunday and
national holidays in England
"CDR" means the committed date rate for each port set out in the Service
Order Form and provided as part of a Service
"Fault" shall mean a material defect, fault or impairment in a Service which
causes an interruption in the provision of the Service
"Non -Service Affecting" means not materially affecting the performance or
quality of the Service
"Service Affecting" means causing full or partial loss of the ability to
transmit or convey data
"Third Party System" means a telecommunication system that is neither owned
nor operated on behalf of On Tap
1.4. This SLA only applies to the Service to the extent that it is provided by means of systems and equipment that are either owned or operated by or on behalf of On Tap Networks. All references in this SLA to Network and Service Equipment shall be construed as references to such systems and equipment.
1.5. Where the whole or any part of any Service is provided by means of a Third Party System, On Tap Networks shall, to the extent that it is able to do so, pass on the benefit of any service levels to which it is entitled from that provider of that Third Party System in accordance with paragraph 1.6 but shall not otherwise be liable to meet the service levels set out in this SLA in respect of that Service (or the relevant part thereof).
1.6. Subject to paragraph 1.5, where:
1.6.1. On Tap Networks is entitled to receive, and has received, service credits or other compensation from the provider of a Third Party System as a result of any failure in that Third Party System, and
1.6.2. the relevant Service is materially adversely affected by such failure,
On Tap shall pay or credit to the Customer such proportion of the service credits or compensation actually received from the provider of the Third Party System as the relevant CDR for that Service bears to the aggregate of the CDRs of all services provided to customers of On Tap Networks which are so affected by the failure of that Third Party System provided that no such service credits or compensation shall exceed that which the Customer would have received under the standard service level agreement offered by the provider of the Third Party System for services equivalent to the Service.
1.7. On Tap Networks shall not be liable to pay to compensation under this SLA where its failure to meet any of its obligations under this SLA is a caused by a Force Majeure Event, by a failure in the Customer Equipment, or by any act or omission of the Customer, or third party acting on its behalf.
1.8. The maximum monthly credit available under this SLA is limited to an amount equal to the Connection Charge for the Service plus the standard monthly Service Charge for that Service.
1.9. Credits or other compensation under this SLA shall only be payable where
1.9.1. the Customer has submitted to On Tap a claim in writing identifying the circumstances in which the Customer claims that the credit or compensation arose, and
1.9.2. On Tap Networks has agreed in writing, acting reasonably and without undue delay , to that claim.
1.9.3. The Customer has paid in full their previous six (6) invoices, or as many as they have been issued (whichever is the lower figure), within the payment terms of those invoices, except where On Tap has varied the payment terms of an invoice in writing to the Customer.
All credits so payable shall be applied to the Customer's next monthly bill for service following On Tap 's agreement to the claim. All claims for credits or compensation must be submitted promptly, and in any event within 5 Business Days, after the circumstances giving rise to the claim.
1.10. The parties acknowledge that the compensation set out in this SLA represents a reasonable pre-estimate of the Customer's loss.
1.11. On Tap Networks reserves the right to amend the SLA from time to time. If the amendment results in a material reduction in the service levels provided or the size or nature of the compensation payments On Tap is liable to make, the Customer shall have the right to terminate the Service on 30 days notice .
2. Provisioning of Service
2.1. On Tap Networks shall provide the Service by the Service Commencement Date set out in the Service Order. If On Tap is unable to commence provisioning of the Service by the Service Commencement Date, it shall credit the Customer with 50% of the Connection Charge set out in the Service Order.
> 2.2. For every further Business Day that On Tap is unable to commence provisioning of the Service, it shall credit the Customer with an additional 5% of the Connection Charge, up to a maximum of 100%.
3. Service Availability
3.1. On Tap Networks guarantees that the Service shall have 100% Availability.
3.2. If the Availability falls below 100% in any month, On Tap will credit the Customer with one days free service for each hour when the Service is not Available, subject to the maximum of the standard monthly Service Charge for that Service.
3.3. On Tap Networks shall not be obliged to pay compensation in accordance with this Paragraph 3 where Availability falls below 100% because of routine or emergency maintenance on the Network or the Service Equipment pursuant to Paragraph 7.
4. Speed of Transmission
> 4.1. The speed of transmission or network latency across the Network is as follows:
4.1.1. An average of less than 20ms across any element of the On Tap network.
4.2. If On Tap Networks fails to meet these average times in any month it will credit the Customer with one day's free Service.
4.3. At the end of each month On Tap calculates the average latency of the Network, measured from each access router to which the Customer is connected to every other access router to which the Customer is connected.
5. Packet Loss Rate
> 5.1. The rate of packet loss on all links across the Network is < 0.1% (one packet in one thousand).
> 5.2. If the packet loss rate exceeds this in any one month On Tap will credit the Customer with one day's free Service.
> 5.3. At the end of each month On Tap calculates the average packet loss of the Network during that month, as measured by the packet loss between each pair of access routers in the Network averaged over all such pairs. Measurements using Ping tests performed by the Customer will not be recognised by On Tap for the purpose of establishing a service credit.
> 5.4. Packet loss within the Network caused by congestion of the Customer's access link or by traffic demand in excess of the Customer's committed CDR will not give rise to any compensation payments.
6. Fault handling / Response Times
6.1. The Customer shall report all Faults in the Service to On Tap on 01732 808245 or such other number as On Tap may notify to the Customer from time to time.
6.1.1. During the business day (9:00am to 5:30pm, Monday to Friday), the Customer will be able to talk to a network engineer normally straight away, but always within 2 hours. Customers will receive an initial response within one hour of a logged service interruption call.
6.1.2. Out of hours (outside 9:00am to 5:30pm, Monday to Friday), the Customer should call our Emergency Number. This will be responded to within 1 hour.
6.2. On Tap Networks shall raise a trouble ticket and issue a Fault reference number to the Customer and shall repair the fault within the timescales for Fault repair as set out in Table A below. If On Tap fails to repair a Fault within the relevant timescale, the Customer may claim the compensation set out in Table A.
6.3. Timing starts when a trouble ticket is raised and a Fault reference number is issued to the Customer.
6.4. The Customer may obtain updates on the status of alarms and Faults by calling 0845 868 9180 or such other number as On Tap may notify to the Customer from time to time.
6.5. On Tap Networks shall notify the Customer by telephone or e-mail when the Fault has been repaired and the Service has been successfully restored. The trouble ticket will then be closed.
Table A:
|
Fault category |
Time to restore (TTR) |
Hours past TTR |
Scale of credits |
|
Service Affecting |
4 hours from determination that fault is |
0-4 |
1 day |
|
Non-Service Affecting |
4 hours from beginning of the next Business |
n/a |
None to be provided |
7. Network and Service Equipment Maintenance
7.1. On Tap Networks may suspend the Service to carry out periodic maintenance or upgrade work on the Network or Service Equipment.
7.2. Except in the case of an emergency, On Tap shall provide the Customer with 7 Business Days notice of any suspension of the Service under Paragraph 7.1. If it fails to provide the appropriate notice, the Customer shall be entitled to a credit of one day's free Service.
7.3. As far as possible On Tap shall endeavour to ensure that any disruption or interruption to the Service is kept to a minimum. On Tap shall endeavour not to suspend the Service for planned maintenance or upgrade work more than 12 times in any calendar year and the Customer shall be entitled to one day's free service for each additional Service suspension for such work. On Tap shall endeavour to ensure that planned maintenance or upgrade work does not exceed a total of 24 hours in any calendar year and the Customer shall be entitled to a credit of one day's free service for each additional hour of Service suspension for such work.
8. Reporting
8.1. On Tap will provide the Customer with monthly service performance and status reports.
8.2. The items reported upon are:
8.2.1. Availability of the Service
8.2.2. Time to fix Faults
8.3. In addition On Tap will report, in near real -time on:
8.3.1. Status of the Service
8.3.2. Status of current Faults
8.3.3. Status of current orders for the Service