Service Level Agreements
All voice products sold have a service level agreement (SLA).
SLAs ensure both parties are clear on service parameters and under which circumstances escalation paths can be utilised.
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Lightwire Response
All Voice Products
| Service Parameter | 8am – 5pm Monday to Friday Target Response Time* | Other Times |
|---|---|---|
| Fault Acknowledgement | Immediate upon request being received by the Lightwire Service Desk | 30 mins |
| Fault Identification | 30 mins | 2 hours |
*Excluding public holidays (reverts to Other Times target response times)
| Service Objectives | Performance Objectives |
|---|---|
| Service Availability Target | 99.99% measured annually |
| Service Availability Window | 24/7, 7 days a week |
| Service Installation Target | 30 business days (3CX & SIP), 15 days (Teams Direct Routing) |
| Scheduled Outages | Not included in the monthly service availability target |
SLAs Per Voice Product
Click on the applicable voice product to see to their SLA
SLAs for
3CX
The most feature-rich and cost-effective voice and unified communications platform.
Hosted and supported by Lightwire Business for your clients.
| Fault Type* | 8am-5pm Monday to Friday | Other Times |
|---|---|---|
| Minor Fault | 12 hours | 16 hours |
| Major Fault | 4 hours | 8 hours |
| Critical Fault | 3 hours | 6 hours |
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
| Fault Type* | 8am-5pm Monday to Friday | Other Times |
|---|---|---|
| Minor Fault | 12 hours | 16 hours |
| Major Fault | 4 hours | 8 hours |
| Critical Fault | 3 hours | 6 hours |
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
SLAs for
teams Direct Routing
Teams Phone has two components:
1. Microsoft licensing and Teams calling functionality
2. Lightwire SIP channels providing access to PSTN and mobile networks
The first component is covered by a Microsoft SLA that covers the service guarantee offered by Microsoft to the Office 365 license holder. Lightwire has no involvement with, or obligation under, this scenario.
| Fault Type* | 8am-5pm Monday to Friday | Other Times |
|---|---|---|
| Minor Fault | 12 hours | 16 hours |
| Major Fault | 4 hours | 8 hours |
| Critical Fault | 3 hours | 6 hours |
Fault Type Definitions:
Minor : Degradation in service performance, with service continuity remaining.
Major : Intermittent service stoppages, causing intermittent service disruption.
Critical : Continuous service stoppage, causing complete service disruption.
SLAs for
Managed Phones, Router & Firewall Services
Router Backup and Monitoring
Router configuration is backed up daily by Lightwire to our secure servers.
Router is monitored 24/7 by Lightwire with alerts in the event of an outage being sent to client nominated contacts as requested on service set-up. Due to the frequency of planned client outages that we are not made aware of, Lightwire restricts it’s fault restoration process to a reactive model.
| Service Objectives | Performance Objectives |
|---|---|
| Service Installation Target | Within 30 business days |
| Lightwire Support | 24/7, 7 days a week |
| Scheduled Outages | Not included in the monthly service availability target |
| Available MACs per month | Unlimited |
| Service Parameter | 8am – 5pm Monday to Friday Target Response Time* | Other Times |
|---|---|---|
| Fault Acknowledgement | Immediate upon request being received by the Lightwire Service Desk | 30 mins |
| Fault Identification | 30 mins | 2 hours |
| Location Designation | Replacement Target |
|---|---|
| New Zealand | from Hamilton – next business day |
| Australia | from Gold Coast – next business day |
