Delivery SLA

M247 do not offer any guarantees on service activation dates. All reasonable endeavours will be made to install services within the projected completion date and to make all appointment however due to a number of variabilities, some intended appointments may be missed and therefore installations postponed.

Fault SLA

A fault service level guarantee is only available in certain circumstances and would form part of the contractual agreement with M247

The following SLA applies to leased line circuits

For fibre circuits, the resolution SLA is extended by one hour in each case.

EFM circuits have a 5-hour resolution for Priorities 1 and 2For fibre circuits, the resolution SLA is extended by one hour in each case.

The incident priority is determined on the following matrix

Business hours Support Escalation Path

Service Desk Manager -> Head of Customer Support -> Account Manager -> Customer Operations Director

Out of hours Support Escalation Path

Service Desk L2 Engineer -> On call L3 Engineer -> On call Support Manager

N.B. On-Call Staff are available for faults only. Any other type of ticket will be dealt with during business hours.