NUACOM Standard Service Level Agreement (SLA)
Updated: 23/12/2022
1. OVERVIEW & POLICY:
NUACOM is committed to provide the highest levels of performance, reliability and survivability of its VoIP services. As one measure of our ongoing commitment to excellent customer service, NUACOM provides this Standard Service Level Agreement (SLA) covering our VoIP services and the ability for customers to determine adherence to these SLAs. This SLA describes NUACOM’s target network performance and service level metric for its VoIP services. This SLA does not apply to Internet connectivity provided by third parties, although failure of the same to perform will affect the NUACOM VoIP Service. This is “Standard Service Agreement” is non-financial backed and no credit or any form of remuneration is due by NUACOM to the Client in case of breach of the SLA targets.
2. SERVICE LEVEL COMMITMENTS:
2.1. MEAN TIME TO REPAIR
2.1.1. Mean Time to Repair Commitment NUACOM guarantees a Mean Time to Repair of 4 business hours or less for support tickets classified as Priority “Critical”.
2.2. MEAN TIME TO RESPOND
2.2.1. Mean Time to Respond Commitment NUACOM guarantees a Mean Time to Respond of 30 minutes or less for support tickets classified as Priority “Critical” within the business hours.
3. SUPPORT TICKET CREATION:
Customer may open a Support Ticket using one of the following methods:
(b) Emailing NUACOM’s Helpdesk Center at support@nuacom.com;
4. SUPPORT TICKET PRIORITY CLASSIFICATION:
Priority Level | Description | SLA Terms | Respond | Resolution |
Low | Website or client-side software User Interface or cosmetic issues (non-functional). | Best Effort | 24h | 2 weeks |
Normal | Some functionality affected, like some of the PBX functionality, client side NUACOM software functionality affected that has NO impact on calling experience. | Best Effort | 8h | 1 week |
High | Some important functionality affected, like some of the PBX functionality, client side NUACOM software functionality affected that has an impact on calling experience. Ex.: Calls can’t be transferred. | Best Effort | 4h | 24 hours |
Urgent | - One way calling is affected, either inbound or outbound, or:
- Calls affecting one or more, but not all the Dial-In phone numbers, or:
- Some of the end-user handset devices, softphones are not working, calls can be either diverted or the user can make/receive calls using other means, Ex: divert incoming calls to another phone number or use a mobile or app to make to handle calls while the issue is mitigated.
| Best Effort | 1h | 8 hours |
Critical | No Calls in any direction and towards any phone numbers are possible including internal calls. Incoming calls cannot be diverted to another phone number as a form of mitigation. | Best Effort | 1h | 4 hours |
All times in the above table, Respond and Resolution, are during the business hours.
5. DEFINITIONS:
5.1. NUACOM – Trading business name of TSFY Limited registered in Dublin, CRO Number 471291 with the head office address: Block B, Maynooth Business Campus, Maynooth, Co. Kildare, Ireland.
5.2. NUACOM Support Hours: 8:00 AM to 18:00 PM GMT Monday through Friday excluding public holidays.
5.3. Business Day: Monday to Friday excluding public holidays.
5.4. Business Hours: 8:00 AM to 18:00 PM GMT Monday through Friday excluding public holidays.
5.5. Contract Year: The 12-month billing period commencing on the first day of the month after the Eligible Customer’s NUACOM contract is effective and each successive 12-month billing period.
5.6. Eligible Customer: A customer who has purchased a qualifying NUACOM voice services subscription with a minimum 1-year term commitment and is in full compliance with the terms of its NUACOM voice service contract and meets any specific eligibility criteria set forth in the particular service commitment.
5.7. MMR – The monthly recurring revenue.
5.8. Mean Time to Repair: Monthly average of the time taken between opening an Eligible Customer’s Support Tickets and restoring service for all Support Tickets designated as Priority “Critical”.
5.9. Mean Time To Respond: Monthly average of the time taken for NUACOM to initially respond to a service impacting Issue Ticket logged by a customer.
5.10. Account ID: The identifying number assigned to a Customer which is listed on any previous bill.
5.11. Service Affecting Issue: An unscheduled period during which the Service performs irregularly or otherwise not up to normal specifications.
5.12. Service Availability: Means the percentage of the time in a given month the Eligible Customer’s NUACOM VoIP service was available. Service Availability is calculated as the total amount of time in a calendar month (30 days x 24 hours x 60 minutes) minus the total amount of validated Service Outage Time as measured by NUACOM support tickets, (excluding maintenance windows and planned outages) divided by the total amount of time in a calendar month and multiplied by 100.
5.13. Service Outage: An unscheduled period during which a customer extension or location is unable to send and receive calls using the NUACOM’s Cloud platform. Definition of a “Service Outage” does not include the failure or malfunction of any electrical power source, cabling, switching, or other equipment including handset provided or not by NUACOM.
5.14. Service Outage Time: The period beginning when a support ticket is escalated to Priority “Critical” by NUACOM staff for a Service Outage and continuing until the time such Support Ticket is cleared and the affected service is restored by NUACOM.
5.15. Support Ticket: The tool by which an Eligible Customer reports a perceived Service Outage issue to NUACOM and the sole means by which Service Outage Time is calculated.
6. EXCLUSIONS:
All Availability, Mean Time to Respond or Mean Time to Repair measurements do not include periods of outages due in whole or in part to the following causes:
6.1. Any act or omission on the part of the Eligible customer, any third-party contractor or vendor, or any other entity over which the Eligible Customer exercises control or has the right to exercise control.
6.2. The Eligible Customer’s applications, equipment or facilities.
6.3. Any event or occurrence that results in “No Issue Found” resolution to Support Tickets
6.4. Any event or outage lasting under 300 seconds in duration.
6.5. Force majeure event beyond the reasonable control of NUACOM including, but not limited to, natural disasters, cable cuts, war, government acts and regulation and national emergency.
6.6. Support Tickets associated with new installations and before the service was fully deployed.
6.7. Interruptions associated with act or omission on the part of the Eligible customer or a third party, including, but not limited to, any local access provider, or an interruption where the Eligible Customer elects not to release the service for testing and repair and continues to use it on an impaired basis.
6.8. Interruptions during any period when NUACOM or its agents are not allowed access to gather additional issue information.
6.9. Interruptions associated with a failure of equipment provided by the Eligible Customer or a third party, including, but not limited to, any local access provider, or an interruption where the Customer elects not to authorize access to the equipment for testing.
6.10. Any failure or issue associated with the Eligible Customer’s underlying network connection.
6.11. Time attributed to Eligible Customer’s delay in responding to NUACOM’s requests for assistance to repair an outage.
7. AMENDMENTS:
7.1. NUACOM reserves the right to amend the SLA from time to time effective upon the posting of amended SLA on nuacom.com/standard-sla
