Service Level Agreement

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The timeframes in which Intouch Communications will respond to and address issues throughout our product portfolio are specified in this Service Level Agreement (SLA). 

Intouch Communications makes every effort to ensure that our clients are satisfied with the level of service they receive, as well as the products and services we provide. Intouch Communications provides corporate customers in the United Kingdom with communications services. While we may not provide all the components of our services ourselves, we are responsible for the services we provide to you and will work with our suppliers to ensure that any issues with their services are remedied quickly. 

Service Availability 

Subject to planned carrier interruptions, Intouch Communications will make every effort to guarantee that the service is available 24 hours a day, seven days a week. Planned carrier outages shall be communicated to customers in writing, with appropriate warning. 

Scope and Responsibilities 

Intouch Communications is open Monday through Friday from 9:00 a.m. to 17:30 p.m., excluding holidays, and can be reached by one of the following contact methods: 

Telephone: 01252 241000
E-mail: [email protected]
Web: www.intouchcomms.co.uk
Post: Centaur House, Ancells Business Park, Ancells Rd, Fleet GU51 2UJ 

At the installation address specified on the sales order form, we will maintain the equipment and services as described on the sales order form. 


We will cover the following items provided by Intouch Communications as part of our maintenance agreement: 

  • Licences and software  
  • Handsets and headsets  
  • Routers and switches  
  • Phone lines  
  • Broadband and connectivity services  
  • Network services 

Unless otherwise mentioned on the sales order form, the following goods are not covered by this agreement: 

  • Existing IT infrastructure including both hardware and software  
  • Hardware that has not been provided by Intouch Communications  
  • Cabling 
  • Configuration and management of third-party network services 
  • Replacement batteries 

 

Intouch Communications is accountable for the following once a fault has been reported:

  • Every defect will be allocated to a Intouch Communications representative and registered with a unique ID in our CRM. 
  • Intouch Communications will assist you in resolving the problem by phone, email, or in person. 
  • Regular updates will be provided in accordance with the response times listed below. 
  • If an engineer is required, the customer will be notified of the date and time of the visit. 
  • Intouch Communications oversees holding carriers and service providers accountable for their SLAs and escalating issues as needed. 
  • Intouch Communications will confirm the resolution of a problem by phone, email, or in person. 
  • Following the resolution of the fault, ongoing monitoring will be carried out for a period of 5 working days. 

The customer is responsible for the following when reporting a fault: 

  • Notify us right away if there is a problem with the equipment and/or if any repairs are required so that we can complete this agreement without interruption. 
  • Please include any information that would help us identify the problematic service, such as a phone number, site name, or username. 
  • Allow Intouch Communications to contact the customer for updates and fault resolution by providing the customer’s name and contact information. If a third party has been designated as the contact, the customer must provide written authorization to confirm this. 
  • Allow our employees and other authorised individuals complete and secure access to the installation address and equipment so that we may complete the repair. 
  • Provide us with enough free working space and facilities, and be responsible for their safety, as may be required for the performance of this agreement. 
  • Comply with all legislation requirements that apply to the services at the installation address, including those relating to health and safety. 
  • Performing first-line tests, such as ensuring that all equipment, including phones and routers, is properly connected and powered. 
  • Completing diagnostic checks when our employees and other authorised individuals request it. 
  • Confirming that the specific problem that was reported has been fixed. 

Service Levels 

Intouch Communications recognises that all clients, regardless of size or location, are valuable and should be handled similarly. Incidents that disrupt the core service and prevent a customer from working, on the other hand, are given a higher priority than ordinary configuration updates in order to provide the first-class service we strive for. As a result, distinct requests are allocated the following priorities. 

Internally, a traffic light system monitors the state of problems and their associated service levels to guarantee that SLAs are constantly met. 

To be clear, all the times given below are from 9:00 a.m. to 17:30 p.m., Monday through Friday, except holidays. 


Level 1 (Service Down) – Faults that result in a complete failure or render the service unusable. 

  • 30 minutes for a first response 
  •  Updates are made every two hours. 
  •  Time to complete the fix: 8 hours 

  

Level 2 (High) – Faults that limit the service’s operation or performance. 

  • 30 minutes for a first response 
  • Updates are made every two hours. 
  • Time to complete the fix: 2 days 

  

Level 3 (Medium) – Faults that affect the service of a single device or component rather than the entire service. 

  • 30 minutes for a first response  
  • Updates are made every four hours. 
  • Time to complete the fix: 3 days 

  

Level 4 (Low) – Requests for configuration changes 

  • 30 minutes for a first response 
  • Updates are made every 5 days. 
  • Time to complete the fix: 5 days 

 

Escalation 

If you are dissatisfied with the progress of a fault resolution, you can request that the person with whom you are dealing escalate the issue to their management, and then to the Intouch Communications Board. The escalation procedure is intended to assist consumers, and it should be treated as such. 

Complaints 

Please see our Complaints Procedure for more information. 

Out Of Hours Support 

Faults can be reported at any time, 24 hours a day, 7 days a week, using the usual Intouch Communications contact information. Out of hours, faults on fixed network and broadband services will be reported to the appropriate provider. However, some carriers only respond during business hours. If there is an available support resource for other issues and configuration changes, the request will be processed immediately; otherwise, it will be addressed within business hours. 

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