Ethernet Flex service levels and service credits

Schedule 1: Service levels and service credits

This schedule is published at cyberfibre.uk/ethernet-flex-sla and forms part of your agreement.

1. Cover. Fault reporting and fix targets apply 24 hours a day, 7 days a week, including bank holidays.

2. Fix targets. Measured from the time the Network Provider acknowledges the fault we have logged with it after the basic checks in paragraph 3.

Ethernet Flex is provided over the CityFibre network. A complete outage means a complete loss of service, including one caused by physical damage to the fibre cable serving your premises. A target is a commitment to restore within that time or pay the credit below; it is not a guarantee that faults will not occur.

3. Basic checks. Before we log a fault with the Network Provider we will ask you to confirm that the Network Equipment is powered and its status lights are normal, that cables between the Network Equipment and your router are seated, that your router has been restarted, and that the fault is not caused by your own equipment, firewall or internal cabling. We will log the fault with the Network Provider as soon as the checks are complete. The clock starts when the Network Provider acknowledges the fault we have logged with it, which is normally within minutes. We will tell you the time it was acknowledged if you ask.

4. Service credits for a complete outage. For each full hour after the target by which a complete outage is not restored, we credit one day's Charges (the monthly Charge for the Service, excluding any phone line, divided by 30), up to a maximum of one month's Charges for any one fault. The total service credits under this paragraph and paragraph 5 in each period of 12 months, starting on the Service Commencement Date and on each anniversary of it, are also capped at 25% of the monthly Charges for the Service (excluding any phone line, calls and one off charges) due for that period. For example, an outage restored 8 hours after the Network Provider acknowledged the fault against a 5 hour target earns a credit of 3 days' Charges.

5. Packet loss and intermittent faults. We will work with the Network Provider to clear packet loss and intermittent faults within the targets in paragraph 2. Service credits for these faults are due only where the Network Provider accepts the fault and pays us a service credit for it, which it does only in exceptional cases, such as where it has been unreasonably slow to clear the fault. Where it does, we credit you at the same rate as paragraph 4 for each full hour beyond the target, up to the same caps. Where no credit is due, we will still keep working with the Network Provider to clear the fault (clause 10.3).

6. Late delivery. If the Service does not go live by the committed delivery date confirmed by the Network Provider, for reasons within our or the Network Provider's control, we credit £5 for each calendar day of delay, up to one month's Charges. Delays caused by excess construction work, wayleaves, access or anything within your control do not count.

7. Exclusions. No credit is due where the outage or delay is caused by: planned maintenance notified to you at least 2 working days in advance (or emergency maintenance by the Network Provider notified as soon as practicable); loss of mains power at your premises; your equipment, cabling or configuration; access to the premises being refused or delayed; suspension under clause 4.4 or 9.2; a denial of service attack or similar malicious traffic directed at your Service or the network; or an event outside our reasonable control under clause 13.4, other than a fault in the Network Provider's own network or equipment.

8. Claiming. Credits for faults we logged are applied to your next bill without you having to ask. For any other claim, write to support@cyberfibre.uk within 30 days of the fault being cleared. Credits are the only remedy for a missed target, are subject to the caps in paragraph 4, and count towards the liability limit in clause 13.3.

9. Availability. We do not guarantee a percentage of monthly availability. The targets and credits above are the whole of the service level.

Want a copy? Email support@cyberfibre.uk.