CLI SECURE is committed to providing reliable, high quality telephony services. This document outlines targeted service availability levels and obligations of CLI SECURE to maintain those levels as described below.

Definitions and Scope
CLI SECURE Support – provided by CLI SECURE staff to the customer. Business hours: Monday to Friday: 9:00am to 5:00pm UK time (excludes Public Holidays) After hours emergency faults only: All hours not within Business hours coverage

This Service Level Agreement covers services provided directly by CLI SECURE. It is limited to the equipment, software and network infrastructure that CLI SECURE Telecom has direct control of. Services provided by third parties in relation to IP Telephony (e.g. internet supply, customer equipment etc.) are covered by the SLA of the respective third parties.

Reporting Faults
Customers of CLI SECURE can lodge faults directly with the support team.

Faults can be reported in three ways:

1. By open support ticket on crm.clisecure.com.
2. By calling CLI SECURE on 020 3355 1151 from your VoIP handset supplied by CLI SECURE
3. By sending an email to: support@clisecure.com

Issue Response Times

We will discuss any reported issue with you and assess its criticality. We define the following levels :

Standard Issues – an event that does not interfere with the core service such as a request for a repeat invoice or minor service configuration changes.

High Priority Issues – where your use of the service is seriously affected. This could be a single or small number of users unable to utilise a key feature.

Critical Issues – typically a major service outage where all users are affected – you must make us aware of any such critical situation by phone to avoid delays.