Xinix World Telecom is committed to providing reliable, high quality telephony services. This document outlines targeted service availability levels and obligations of Xinix World’s Telecom to maintain those levels as described below.

Definitions and Scope

Xinix World Support – provided by Xinix 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 Xinix World. It is limited to the equipment, software and network infrastructure that Xinix Telecom 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 of Xinix World can lodge faults directly with the support team.

Faults can be reported in two ways:

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.

Issue Level Acknowledgement Time Initial Response Time Target Resolution Time
Standard Within 24 hours Within 2 days Issue dependent
High Priority Within 24 Core Hours 4 Core hours 2 days
Critical Within 1 hours 2 hours 24 hrs

The final designation of your Issue is determined by On Direct Business Services. 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 Xinix World.

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

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

Service Up Time

Service up time is calculated as the percentage of time VoIP Telephony service is available to the Customer during the course of a year.

Service up time is calculated as following:

  • Service up time= Total hours for the period less unavailable hours/Total hours * 100
  • Where ‘Unavailable Hours’ is the total number of hours that the service is unavailable, except scheduled service outages;
  • Service up time is calculated for Xinix World infrastructure only.
  • Xinix World infrastructure does not include customer hardware or internet connections.
  • Target Service Availability: 99.9999%
  • Xinix World will use its best efforts to meet the service levels outlined above.
  • The calculated service availability will be updated on a regular basis.

Acceptance

Your continued use of services provided by Xinix World Telecom 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 Xinix World be liable for any damages.

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