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Delivery Support & Notifications

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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.

Pricing Notifications

Pricing changes to reflect 3% inflationary uplift in line with RPI to come into effect September 2019.

M247 Core Network – Strategic Programme of Development

As part of our continued commitment to customer experience and service excellence, M247 have embarked upon a strategic programme to enhance our UK product and services portfolio. One of these programmes is our UK Networks. 

This programme represents a significant investment to enhance the performance, availability, reach and scalability of our UK based connectivity services, providing a foundation across our UK and International product portfolio, ensuring we support the business transformation needs of our customers.  We very much believe that connectivity which is supported by end to end service quality and performance guarantees is at the heart of enabling the transition to cloud services and underpinning the success of our customers day to day business operations. 

For more information about M247’s strategy, what this means to you and who to contact should you want to know more, please click here