Service Level Agreements
All voice products sold have a service level agreement (SLA). Ensuring both parties are clear on service parameters and under which circumstances escalation paths can be utilised.
Lightwire response
SLAs per voice product
Click on the applicable voice product to see to their SLA
SLAs for 3CX
The most feature-rich and cost-effective voice and unified communications platform.Hosted and supported by Lightwire Business for your clients.
* Repair time from fault identification
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
SLAs for SIP Trunks
* Repair time from fault identification
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
SLAs for teams Direct Routing
Teams Phone has two components:
1. Microsoft licensing and Teams calling functionality
2. Lightwire SIP channels providing access to PSTN and mobile networks
The first component is covered by a Microsoft SLA that covers the service guarantee offered by Microsoft to the Office 365 license holder. Lightwire has no involvement with, or obligation under, this scenario.
* Repair time from fault identification
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
SLAs for managed phones, router & firewall services
Router configuration is backed up daily by Lightwire to our secure servers.
Routers are monitored 24/7 by Lightwire with alerts in the event of an outage being sent to nominated contacts as requested on service set-up.
Due to the frequency of planned customer outages that we are not made aware of, Lightwire restricts it’s fault restoration process to a reactive model.
* Excluding public holidays (reverts to Other Times target response times).