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
	Desktop Quote	Survey Quote	Target RFS
Connection Type	Time from Enquiry	Time from Enquiry	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	Minor	Fault	4	12
Dark Fibre Lease	3	8	30-45	Major	Fault	4	18