service level agreement.
We are GuernseyTel Ltd (“GuernseyTel”)
Our website addresses are: https://guernseytel.com, https://taxiesim.com, https://courieresim.com, https://roaming.gg and https://roaming.je.
Our Service Level Agreement applicable to our B2B Services
Our commitment is to deliver a high quality level of service and support to all of our customers at all times.
B2B SERVICE LEVEL AGREEMENT TERMS & CONDITIONS
The following service level terms and conditions apply to all business to business services individually i.e. each service is ordered and supplied individually as a separate contract (as from time to time defined and set out on this website) provided by us, to you, in your capacity as a business and you agree to be bound to them when continuing to use this and any related website(s) operated by us and any services provided through it or otherwise supplied by us from time to time subject as set out below:
Definitions
The following terms and phrases shall have the following meaning unless the context requires otherwise:
Commencement Date
The date and time that we accept your offer to purchase various Services from us from time to time that engage this Service Level Agreement (“SLA”).
Services
The agreed services that engage this SLA.
Service Levels
The agreed standards to which the Services must be carried out as set out in Schedule 1.
Termination Date
As set out in the Service general terms and conditions that engage this SLA.
Service Credits
The sums attributable to a Service Failure as specified in Schedule 2.
Service Failure
A failure by us to deliver any part of the Services in accordance with the Service Levels.
Deliverables
As set out in the Service general terms and conditions that engage this SLA.
SCHEDULE 1 – SERVICE LEVELS
1.1 We shall ensure that the operational Services are substantively available at all times from the Commencement Date, meaning that notwithstanding an event of force-majeure they are available for a minimum of 99.8% of the time.
1.2 We shall provide you with a monthly report detailing its performance in respect of each of the Service Levels.
1.3 If there is a Service Failure, the Contractor shall:
1.3.1 Notify the Business immediately of the Service Failure; and
1.3.2 Deploy all additional resources and take all remedial action that is necessary to rectify or to prevent the Service Failure from recurring; and
1.3.3 If the failure is capable of remedy by way of diverting Services to another of your suppliers (for example, but not exhaustively, in relation to CDN services either via DNS or URL redirection) then that shall be considered the sole remedy for the period of the Service Failure and no Service Credits shall be due.
1.4 In the event that the Service Levels are not met the Contractor shall automatically credit the Business with the applicable Service Credits as set out in Schedule 3. Service Credits shall either be shown as a deduction from the amount due from the Contractor to the Business in the next invoice then due to be issued under this agreement, or the Business shall issue a credit note against a previous invoice and the amount for the Service Credits shall be repayable by us as a debt within one calendar month following the end of the month in which the Service Credit is due.
SCHEDULE 2 – SERVICE CREDITS
2.1 In the event, and for the duration that Service Credits are applicable, they shall be payable pro-rata as a proportion of the cost charged for the Services. For example, if the cost charged is £100 and the Services were unavailable for 1% of the time then the Service Credit payable (by way of set-off) would be the sum of:
(£100 * 1%) = £1