Service Level Agreement
Birchills Telecom is committed to providing reliable, high-quality, business-grade VoIP telephony services. This document outlines our targeted service availability levels and obligations.
Who we are
Birchills Telecom Ltd, a wholly owned subsidiary of Simwood Group plc.
Simwood House, Cube M4 Business Park, Old Gloucester Road, Bristol, Gloucestershire, England BS16 1FX
Telephone: 01922 21 33 33 · Email: support@birchills.net
Definition and scope
- Business hours: Monday to Friday, 9:00am to 5:00pm UK time (excluding public holidays).
- After hours (emergency faults only): all hours outside business hours.
This SLA covers services provided directly by Birchills Telecom and is limited to the equipment, software and network infrastructure under our direct control. Services provided by third parties (such as your internet supply or customer equipment) are covered by those third parties' own SLAs.
Reporting faults
You can lodge faults directly with our support team in two ways:
- Call us on 01922 21 33 33
- Email support@birchills.net
Target response time
- Business hours: we'll acknowledge your fault report within 2 hours.
- After hours: target response time is 4 to 8 hours.
We'll give you an indication of the nature of the fault and an estimated time to repair.
Target repair time
Repair time is the time taken to restore telephony services from the point the lodged fault is acknowledged.
- Business hours: 4 hours
- After hours: 8 hours
Scheduled service outages
Scheduled outages may be required for equipment service and maintenance, and can also originate from third-party carriers providing services to us. Such outages are scheduled well outside normal business hours, and we'll give all customers at least 1 business day's notice of any planned interruption. It's your responsibility to keep your registered email address up to date with us. In the event of an emergency service interruption, we'll try to notify you as soon as possible.
Service uptime
Service uptime is the percentage of time the VoIP telephony service is available to you over the course of a year:
Service uptime = (total hours for the period − unavailable hours) / total hours × 100
where "unavailable hours" is the total time the service is unavailable, excluding scheduled outages.
Target service availability: 99.99%
Uptime is calculated for Birchills infrastructure only — it does not include customer hardware or internet connections. We'll use our best efforts to meet the service levels above, using facilities under our direct control, and the calculated availability is updated regularly.
Disclaimer
The services are provided as is, without any warranty of any kind. To the fullest extent permissible by law, under no circumstances will Birchills be liable for any damages.