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Service Level AgreementBusiness BroadbandHow we’ll look after youThank you for your business. We’ll never take it for granted. That’s why we’ve put together this ServiceLevel Agreement (SLA). It lets you know exactly what we promise to deliver as part of the BusinessBroadband Services you have ordered from us. This SLA forms part of the Agreement between you and us(as defined in our Standard Terms and Conditions as varied by any Special Terms) for services providedso, naturally, we’ll fulfil what’s laid out here.Getting you startedWhen we’ve taken your order and finishedplanning, we’ll give you a Customer PromiseDate (CPD).For 4G Start-up ServiceIf you are taking our 4G Start-up Service you willbe allocated a data allowance of 25GB percalendar month for your 4G Start-up Service.You can only increase your data allowance onceyour 4G Start-up Service connection has beenactivated and additional data can only bepurchased in increments or multiples of 1GB ofdata up to a maximum of 25GB of data in anycalendar month. If you do not use all your dataallowance in a calendar month you cannot carry itover to the next month.If you need to increase your data allowance foryour 4G Start-up Service then you can do soeither by: replying to the SMS alert confirming theamount of GB by which you would likeyour data allowance to be increased; orphoning 0800 052 0800 (followed byoption 4 then 2) (Mon-Fri, 8am-6pm,excluding bank holidays) to have yourdata allowance increased immediately.4G Start-up Service SMS alertsYou will receive SMS alerts to notify you of yourdata usage. All alerts are sent within officehours. We endeavour to send the alerts on thesame day the threshold is reached, however, ifthe alert is reached out of office hours, it will besent during the next Working Day. When you have used 100% of your dataallowance in a calendar month then your4G Start-up Service connection will beblocked and you will have to purchaseadditional data or wait until the nextcalendar month for your data allowanceto apply again.Keeping you connectedOur broadband cable network service availabilitylevel is 99.9%, a year. We work it out each yearby taking the actual Circuit availability for thatyear and divide it by the total potential availabilityto give a percentage availability per Circuit. Tomake that easier to digest, here’s the formula:24hrs x days in Service year – Outage Timex100hrs%24hrs x days in Service yearGetting your service backup and runningIf a problem arises and you can’t use yourbroadband for cable services, we’ll aim to restoreyour Service in line with the timeframe associatedwith your Business Broadband product; i.e. 12,24, 44 or 48 hours.Regardless of the Service you have from us,we’ll always try to resolve your fault over thephone, and we are available 24 x 7 x 365 tospeak to you. However, if we need to visit yourpremises to resolve the issue, site visits will takeplace on Working Days during Working Hours(please see definitions at the end of thedocument). SMS alerts will be sent once you havereached 50%, 60%, 80%, 90% and 100%of your data allowance.If we visit your premises and are unable to gainaccess, we reserve the right to charge for anysubsequent visit needed to resolve this fault You should be aware of your data usage,and purchase additional data if required.If a site visit reveals that there is no fault with theService or the Fault is an Excused Outage, we

Service Level Agreementmay charge you and you will pay us an engineercall out fee at our standard charges at that time.The time taken to restore a Fault is measured fromthe time the Fault Report is recorded on our faultmanagement system until the time we notify youthat Service has been restored, or in the event thatwe are unable to contact you, the time recorded onour fault management system that Service hasbeen restored.Planned Outage noticesExcept in an emergency or in circumstancesbeyond our control, we will endeavour to give youat least 10 Working Days’ notice of any PlannedOutage. Such notice will include:(a)a brief description of the Planned Outage;(b)date and time of the Planned Outage; and(c)estimated duration of the PlannedOutage.Such notice will be given by way of letter or viaemail. However, in the case of an emergency, wemay give you a shorter notice by way of atelephone call.Reporting a FaultYou must comply with any fault reporting formatas advised by us from time to time for thereporting of Faults.You can report a Fault 24x7x365 at which pointit’s recorded on our fault management system.For the avoidance of doubt, if there is a dispute onany Fault commencement or duration, the recordsof the fault management system at our TechnicalSupport Centre shall be final.Any Faults or suspected Faults on the Servicesmust be reported to our Technical Support Centreon 0800 052 0800 (followed by your PIN, ifsupplied).You shall identify to us the individuals who shallhave authority to report Faults (“AuthorisedIndividuals”).Any replacement Authorised Individuals shall benotified to us in writing.If a problem isn’t sorted within the timesapplicable to your Service, then we escalate it asyou can see from the table below.Late Service RestorationInternal EscalationEscalation LevelTeam ManagerLevel 1Fault Centre ManagerLevel 2Head of Business AssureLevel 3This internal escalation procedure is forinformation only. Direct contact with these peopleis not available – please channel allcommunications through our Customer Servicesteam.Specific terms by serviceFor Voom Fibre Services, we’ll aim to restorethe Service in line with your Option, or any Bolt-onyou have selected (as defined in the Voom FibreSpecial Terms and/or Price Guide). Where weneed a site visit to resolve a Fault, we only do sitevisits on Working Days during Working Hours(please see definitions at the end of thedocument).If you have the Voom Fibre service, restorationcredits are not payable for the 24 or 48 hour faultresponse times. If you have the 12 hour faultresponse time, and we fail to resolve your faultwithin 12 hours, you have 30 days from the datethe fault is resolved to request a service creditamount equal to the number of days withoutservice / 365, multiplied by the amount actuallypaid by you under your current Option in theprevious 12 months. If your current Option hasbeen running for less than 12 months on the datethat you report the fault, then we will use yourcurrent average monthly payment for your Option x12For ADSL Services, we’ll aim to restore theService within 44 hours (with Level 1 care) andwithin 24 hours (with Level 2 care) of a FaultReport. However, where we need to involve BTwe don’t include time periods where we’re unableto report the Fault to BT. The time periods inwhich BT will accept registration of ADSL faultsare shown below.Level 1 care: during BT working hours, 0800hrs to1700hrs, Monday to Friday.Level 2 care: during BT working hours, 0800hrs to1700hrs, Monday to Saturday.Service Credits are granted at our discretion.

Service Level AgreementFor any other Business Broadband Service,We’ll aim to restore the Service within 24 hours ofyou reporting the Fault. Where we need a site visitto resolve a Fault, we only do site visits onWorking Days during Working Hours (please seedefinitions at the end of the document). ServiceCredits are granted at our discretionExclusions (applicable toall services)If your Fault is in relation to any associated phoneline and call package then please refer to theBusiness Telephony SLA.This SLA does not apply to non-standardsolutions or customised services unless expresslyagreed in writing.We will not be liable to pay Service Credits inrespect of Service Delivery.Unavailability of a Service as a result of any of thefollowing events shall not count as Outage Time:(i)an Excused Outage; or(ii)a Planned Outage.Where you have resilience built into the Service, aFault on a Circuit will not be counted for thepurposes of Service Availability if you are still ableto use your broadband at that site.We aim to restore your Service in line with thetimeframe associated with your product. We don’tcount any of the following as being part of thattimeframe:(a)(b)your failure or delay in providing thenecessary co-operation required by usincluding, without limitation:(i)supply of the necessaryinformation; or(ii)access to the relevant sites; or(iii)supply of the necessary power orfacilities; oryour relevant personnel cannot becontacted to assist us or to confirm theService is restored; or(i)a Planned Outage; or(ii)an Excused Outage.Definitions of terms usedExcept as otherwise defined in this SLA or unlessthe context otherwise requires, all defined termsin this SLA shall have the same meanings as inthe Agreement.Circuit means the physical connection over whichthe Service is provided.Customer Promise Date means the agreed targetdate by which we aim to have completedinstallation of the Service as notified to you inwriting.Excused Outage means any Fault caused by:(a)your network or system, or any part of it;or(b)a fault in, or any problem associated with,equipment connected on your side of theVirgin Media Business networktermination point; or(c)your acts or omissions; or(d)your breach of the Agreement; or(e)your failure or delay in complying with ourreasonable instructions; or(f)any refusal to allow us, our employees,agents or subcontractors to enter into therelevant premises to diagnose or remedyany Fault; or(g)a force majeure event as set out in theAgreement; or(h)a Planned Outage; or(i)an act or omission of any third partywhich is beyond our reasonable controlwhich shall include, without limitation, afibre cut.For the avoidance of doubt, you and your shallinclude your employees, subcontractors andagents.Fault means a fault, outage or Service downtime(other than a Planned Outage or an ExcusedOutage) resulting in a total loss of Service on aCircuit where it is not possible to transmit signalsin one or both directions, which has beenreported to us in accordance with standard faultreporting procedures.Fault Report means the report of a Fault eitherby you or us that has been recorded on the callrecord at our Business Technical Support Centrein accordance with standard fault reportingprocedures.Outage Time means the sum total time of allFaults during the relevant 12 month period for aCircuit.Planned Outage means any Service downtime:

Service Level Agreement(i)(ii)scheduled by us to carry out anypreventative maintenance orupgrades to the Service or ourCommunications Network; orcaused by any Services yourequest or authorise includingwithout limitation, networkredesign or reconfiguration.Service means the service that we provide to youas set out in the Agreement.Service Levels means the service levels set outin this SLA.Working Days means Monday to Saturdayexcluding Bank and Public Holidays except forthe 4G Start-up Service and 4G Back-upService it means Monday to Friday excludingBank and Public Holidays.Working Hours meansWorking DaysWorking HoursMonday to Friday8am to 6pmSaturday (not applicablefor 4G Start-up Serviceand 4G Back-up Servicealerts or additional datarequests8am to 4pm

Thank youRegistered Office:Virgin Media Business500 Brook DriveReadingRG2 6UUT: 0800 052 0800Registered in England and Wales No. 01785381 Virgin Media BusinessSLA-BB (SoHo SME)-0620

Service Level Agreement For any other Business Broadband Service, We’ll aim to restore the Service within 24 hours of you reporting the Fault. Where we need a site visit to resolve a Fault, we only do site visits on Working Days during Working Hours (please see definitions at the end of the document). Service Credits are granted at our discretion date by which Exclusions (applicable to all .