Service Levels

The West End Connect portfolio covers a diverse range of products, each of them using differing underlying technology. The Service levels below are for the Sure & Lease connect product ranges. Other products such as ADSL and Fibre connect products will have a different SLA. In each case you will receive a copy of the relevant SLA at the time of your order.

Should you have any specific questions relating to service levels then please feel free to talk to one of our customer advisors on 020 7125 7125

West End Connect guarantees the following levels of service:

Backbone availability:      99.999% availability guarantee.

Network latency: No more than an average of 30 milliseconds latency between any two routers on the Edge backbone measured over a one hour period.

Circuit availability: We will offer a 99.99% availability guarantee from West End Connect’s network to the customer connection point on the customer site. Where the circuit connects to a 3rd party circuit the SLA will only apply as far as the West End Connect demarcation point.

Demarcation Points: For customer premises without MCPE (Managed Customer Premises Equipment), the demarcation point is the Ethernet interface of the network termination equipment). For customer premises with MCPE the demarcation point is the Ethernet interface on the MCPE.

Service Escalation and Support Performance

Edge coordinates the support of its data and voice products, 24 hours a day, 365 days a year using trained personnel and network management facilities designed to ensure the efficient operations of the West End Connect network and continuity of service. In case of a service effecting event trouble tickets are raised with the UK based Customer Management Centre (CMC). We undertake to deal with support issues in the timescale's shown below.

*The maximum 20 & 40 hour repair times quoted is only applicable where the fault lies with 3rd party copper tails provided by BT. Where the fault lies in our own backbone the time to fix is likely to be substantially reduced.