legal.docs

service level agreement.

code of practice

circle.cloud is an independent company that delivers communication services to businesses. This document outlines company details as well as information on SLAs and Escalation paths.

Operational Times and Responsibilities

circle.cloud standard service levels operate between 8:00am – 5:30pm Monday to Thursday and 8:00am – 4:30pm Friday. 24/7 Technical Support is available as an additional service.

circle.cloud is responsible for

Cloud-based telephony platform and infrastructure.
Provision of a helpdesk for call handling.
Fault resolution and escalation of circle.cloud supplied access services.
Outage alerts by website/email.

The customer is responsible for

Notifying circle.cloud of any changes to site or contact details. Basic triage. Access to site for fault resolution. Adherence to circle.cloud Terms & Conditions

sla Response Times

Best endeavours are always made to respond within circle.cloud’s defined SLAs but on rare occasions, these may be impacted by incidents outside of circle.cloud’s control.

Phone: 20 Seconds
Email: 15 Minutes

Reporting a Fault

If you’re experiencing issues with your services, please report your fault to our Technical Support Team via one of the channels listed below:

Phone: 0333 043 6600 – Option 1
Email: Techsupport@circle.cloud
Ticket: https://circle.cloud/customer-hub

Please be prepared with the following:
• Your name and company name
• Telephone number
• Your email address
• Full site address and description of the fault

Support levels and handling response times

The primary method of reporting faults to circle.cloud should be via email or by telephone.
circle.cloud will determine the incident severity at the point of the fault being raised, this may change during investigation.
For example, if an Urgent incident is temporarily repaired, then the incident may be reduced to a High. The new classification will determine the course of actions thereafter.

Support levels are defined in the table below

Connectivity (Lines & Broadband)

The resolution time clock starts when a ticket is created on circle.cloud’s system. As these faults are always reported to the Network Provider, resolution times will be driven by the provider’s defined SLAs below. Network Provider escalation paths can be followed if required criteria is met and circle.cloud will provide guidance on this when appropriate. Please note, if the fault or query is raised outside the Network Providers normal working hours then the clock will start from the first working hour of the next working day. Copper (WLR) Access Service

full fibre access service

ethernet (leased line) access service

sim access service

Upon customer request, circle.cloud will raise any disputes over resolution timelines with the Network Carrier outside of their service level agreement and will pass on any appropriate service credits.

complaints

If our service has not been delivered to your expectations, please contact us on:
Email: escalations@circle.cloud
Phone: 0333 043 6600 – option 2

During any discussions, we will protect the privacy of the information that we hold on you. To do this, we may have to ask you a few questions to confirm that we are speaking to the person associated with the product or service.