Service Level Agreement
FAULT CATEGORIES
Category A (Critical):
- All inbound numbers have ceased to work.
- Calls to all destinations have ceased to work.
Category B:
- Customers are unable to connect to Numbergroup’s network.
- One, or a batch of inbound numbers, is failing.
Category C:
- Poor call quality is experienced at any destination.
- Reports or CDRs are unavailable online.
Fault Reporting:
Category A (Critical) faults may be reported 24 hours a day, 7 days a week by emailing help@numbergroup.com with ‘EMERGENCY’ in the Subject Field, followed by your Numbergroup account number and as much information as possible regarding your issue. Alternatively, you can call us out of hours on 08003101010.
Category B faults should be reported via email to help@numbergroup.com or via phone at 08003101010 during office hours.
Category C faults are to be reported by email only to help@numbergroup.com or via phone at 08003101010 during office hours.
Before reporting a fault to Numbergroup, the customer will carry out full and comprehensive tests to determine the extent and location of the fault. All details are to be included in the fault report to assist with a prompt resolution. It is the responsibility of the customer to use the correct reporting method for the grade of fault to be reported.
Once the fault has been logged, fault investigation will begin. Numbergroup will contact and liaise with any 3rd party carrier/operator or service provider. Regular updates will be provided to the customer as per agreed timescales and based on the severity of the problem. Details of the expected time to fix (if available) will also be provided by Numbergroup.
Response Time:
From the time of reporting, the target times to respond to Category A faults are as detailed here:
During office hours (09:00 to 17:00 GMT, Monday to Friday) = 15 minutes
Out-of-office hours (including public holidays) = 1 hour
From the time of reporting, the target time to respond to Category B faults is as follows: During office hours (09:00 to 17:00 GMT, Monday to Friday) = 4 hours
Out-of-office hours (including public holidays) = 6 hours
From the time of reporting, the target time to respond to a Category C fault is one working day.
Fault Clearance:
On successful identification and rectification of the fault by Numbergroup, the customer will be notified (where applicable) and will be requested to carry out a test to ensure that the fault has been cleared to their satisfaction. If it is identified that a fault is still apparent, Numbergroup must be notified accordingly. The fault will be assumed to be clear if no notification is received.
Planned Maintenance and Upgrades:
Planned network maintenance or upgrades may be required from time to time; 7 days’ notice will be given to all customers affected by this outage. Numbergroup will use all reasonable endeavours to carry out this work with little or no disruption to customers. Still, if Numbergroup and the customer cannot agree on the timing of the outage, Numbergroup’s decision shall be final.
Unscheduled Maintenance:
Under exceptional circumstances, performing emergency maintenance without prior notice may be necessary. Numbergroup will endeavour to provide as much notification as possible for emergency maintenance.
Third-Party Attributable Faults:
If a fault is identified as being attributable to a third party (i.e. neither the customer nor Numbergroup), the fault shall be deemed the responsibility of Numbergroup, but no downtime will be included in service reliability calculations. In such an event, Numbergroup will use all reasonable endeavours to restore the service within the target times to repair.