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Service Level Agreement

1. Introduction

Telifinity is committed to providing reliable, high quality business grade IP Telephony services. This document outlines targeted service availability levels and obligations of Telifinity to maintain those levels as described below.

2. Definitions and Scope

Telifinity refers to Telifinity Limited Registered in Ireland No. 476378.
Support – support provided by Telifinity staff to end user.
Business hours: Monday to Friday: 9:00am to 5:30pm GMT (excludes Public Holidays)
After hours: All hours not within Business hours coverage
This Service Level Agreement covers services provided directly by Telifinity; It is limited to the equipment, software and network infrastructure that Telifinity has direct control of; Services provided by third parties in relation to IP Telephony (e.g. internet supply, end user equipment etc) are covered by SLA of the respective third parties.

3. Reporting faults

End users of Telifinity can log faults directly with Telifinity support team.

Faults can be reported by either of the following methods:
1. By calling Telifinity on +353 (1) 6872300
2. By sending email to: support@telifinity.com

4. Target Response Time

Telifinity will acknowledge your report of a fault within 2 hours of a fault being reported during business hours. For faults logged after hours, target response time will be 4 to 8 hours. Telifinity will provide you with an indication of the nature of the fault and estimated time to repair service.

5. Target Repair Time

Repair time is the time taken to restore telephony services to its Technical Standards from when the reported fault has been acknowledged.
Targeted Repair time (Business hours): 4 hours
Targeted Repair time (After hours): 8 hours

6. 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 Telifinity.

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

Telifinity will notify all affected end users via email. It is the responsibility of end user to keep their email address registered and up to date with Telifinity

In the event of emergency service interruption, Telifinity reserves the right to undertake the service interruption without notice. In such cases Telifinity will use its best efforts to notify the end users prior to any service interruption.

7. Service up time

Service up time is calculated as the percentage of time VoIP Telephony service is available to the End User during the course of a year. Service up time is calculated as following:

Where ‘Unavailable Hours’ is the total number of hours that the service is unavailable, except scheduled service outages;
Service up time is calculated for Telifinity infrastructure only.
Telifinity infrastructure does not include End User hardware or internet connections.

Target Service Availability: 99.9%

8. Service Level Agreement Terms & Conditions

Telifinity will use its best efforts to meet Service Levels outlined above.
The calculated Service Availability will be updated on a regular basis.
Above Service Availability is provided using facilities that are in direct control of Telifinity.

9. Acceptance

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