Service Level Agreements
In summary, we have provided a break-down of SLA available per carrier:
| Carrier | Technology | Complete Outage | Fibre Break | Severe Packet Loss | Small Packet Loss |
|---|---|---|---|---|---|
| BT Wholesale | |||||
| Fibre | 5 hours | 5 hours | 12 Hours | 24 Hours | |
| EFM | 7 hours | 7 hours | 12 Hours | 24 Hours | |
| GEA | 7 hours | 7 hours | 12 Hours | 24 Hours | |
| Wireless | 10 hours | N/A | 12 Hours | 24 Hours | |
| TalkTalk Business | |||||
| Fibre | 5 hours | 5 hours | 12 Hours | 24 Hours | |
| EFM | 6 hours | 6 hours | 12 Hours | 24 Hours | |
| EoFTTC | 7 hours | 7 hours | 12 Hours | 24 Hours | |
| Sky | Fibre | 5 hours | 5 hours | 12 Hours | 24 Hours |
| Virgin | Fibre | 5 Hours | 15 Hours | 12 Hours | 24 Hours |
| CityFibre | |||||
| Fibre | 6 hours | 6 hours | 12 Hours | 24 Hours | |
| GPON | 9 hours | 9 hours | 12 Hours | 24 Hours | |
| Openreach | Fibre | 5 Hours | 5 Hours | 12 Hours | 24 Hours |
| Colt | |||||
| Unprotected Fibre | 8 hours | 8 hours | 12 Hours | 24 Hours | |
| Protected Fibre (dual fibres) | 4 hours | 4 hours | 12 Hours | 24 Hours |
SLA payments will only apply to complete outages which extended beyond the SLA window, and in extreme cases where the carrier has been slow to resolve packet loss and intermittent faults. For each hour beyond SLA 1 days subscription will be credited up to a maximum of 1 months service per instance. SLA start once all basic checks have been completed and the fault is logged with the carrier. Please consult the terms and conditions for full details.
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52Degrees provide a wide range of leased line connectivity options across the UK, visit the Leased Line section on our site for more information or click to generate an Instant quote.
