Support

This section outlines targeted service availability levels and obligations of infusionTech to maintain those levels as described below.

Definitions and Scope

Broadband & VoIP support provided by infusionTech staff to the customer. Business hours: Monday to Friday: 9:00am to 5:30pm UK time (excludes Public Holidays) After hours emergency faults only: All hours not within Business hours coverage

This Service Level Agreement covers services provided directly by infusionTech. It is limited to the equipment, software and network infrastructure that infusionTech has direct control of. Services provided by third parties in relation to IP Telephony (e.g. internet supply, customer equipment etc.) are covered by the SLA of the respective third parties.

Reporting Faults

Customers can lodge faults directly with the support team.

Faults can be reported in two ways:

• By calling on 0330 3209191
• By sending an email to: support@infusiontech.co.uk

Issue Response Times

We will discuss any reported issue with you and assess its criticality. We define the following levels :

Standard Issues – an event that does not interfere with the core service such as a request for a repeat invoice or minor service configuration changes.

High Priority Issues – where your use of the service is seriously affected. This could be a single or small number of users unable to utilise a key feature.

Critical Issues – typically a major service outage where all users are affected – you must make us aware of any such critical situation by phone to avoid delays.

 You must use the above contact details to register your issue and use the phone service for Critical Issues.

Scheduled Service Outages

Scheduled service outages may be required for equipment service and maintenance operations. They can also originate from 3rd party carriers who are providing services to infusionTech.

Such outages will be scheduled well outside normal business hours. We will provide at least 1 business day notification of any planned service interruptions to all its customers.

We will notify all affected customers. It is the responsibility of the customer to keep their email address registered and up to date with infusionTech. In the event of emergency service interruption, we reserves the right to undertake the service interruption without notice. In such cases we will use its best efforts to notify the customers prior to any service interruption.

Acceptance

Your continued use of services provided by infusionTech shall be deemed to demonstrate acceptance of the terms and conditions of this Service Level Agreement.

Disclaimer

The services are provided as is without any warranty of any kind. Under no circumstances will infusionTech be liable for any damages.