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RELIANCE SERVICE LEVEL AGREEMENT
PAYG SLIP
Challenge
Challenge
| Category | Priority | Period | Target | Rebate |
|---|---|---|---|---|
| Service Availability: Voice services except Call Recording, Audio and Video ConferencingVoice | 24x7x365 | >=99.9% <99.9% | 10% | |
| Service Availability: Call Recording, Audio and Video Conferencing | 24x7x365 | >=99.9% <99.9% | - | |
| OTT Services | 24x7x365 | Reasonable Endeavours | - | |
| Incident Response Time | P1 | 24x7x365 | 15 mins | - |
| P2 | 24x7x365 | 30 mins | - | |
| P3 | BH | 4 hours | ||
| P4 | BH | 12 hours | ||
| Target Restoration Time | P1 | 24x7x365 | 4 hours | |
| P2 | 24x7x365 | 8 hours | ||
| P3 | BH | 3 Business Days | ||
| P4 | BH | Reasonable Endeavours | ||
| Service Request Fulfilment Time | P5 | BH | 2 hours | |
| P6 | BH | 4 hours | ||
| P7 | BH | 24 hours | ||
| Service Request Fulfilment Time | P5 | BH | 12 hours | |
| P6 | BH | 48 hours | ||
| P7 | BH | 5 Business Days | ||
| Service Delivery | Where the service is within a serviceable area and Reliance has a reservation of geographic numbers for the area | BH | 10 Business Days | |
| Where Reliance does not have a reservation of geographic numbers for that area | BH | 25 Business Days | ||
| Service Delivery National Inbound Services | Simple Services | BH | 5 Business Days | |
| Complex Services | BH | 10 Business Days |
