Service Level Agreement (“SLA”) 

       A. SLA Objective 

This Service Level Agreement (“SLA”) is subject to the BBT.live’s BeBroadband Service Offerings and covers BBT.live Tier 3 back-office support and maintenance provided to BBT.live’s “Customer” being it xSP or Channel Partner, during Business Hours of the Customer’s local Time Zone. This SLA is included in the BBT.live standard subscription license price.  

The key elements of BBT.live Technical Support are as follows: 

  1. Phone or email remote support
  2. Software updates

This Agreement will only cover Remote assistance. On Site Services are not covered.  

Maintenance of the Service and Help Desk Response services are only available to Customers if they maintain continuous Technical Support Agreement and the agreed minimum Subscription licenses. 

Within 1 months after the activation of the BBT.live’s BeBroadband Service, Customer must provide no less than two (2) Qualified Staff in Customer’s principal office and no less than one (1) Qualified Staff in each branch office of Customer and each office of every Authorized Affiliate of Customer globally to make and manage “Trouble tickets”. This Qualified Staff should also act as “remote hands” for BBT.Live Technical Support Engineers (TSE) if required and requested by BBT.live, to solve service problems. 

When Customer submits “Trouble tickets”, BBT.live will provide an Incident Number to Customer and each party shall reference this number in all related communications. 

       B. Allocation of Support Responsibilities  

  1. Customer shall submit “Trouble tickets”, which will be categorized as Critical, Major, or Minor, and be processed by BBT.live as defined in “Response/ Resolution Times” below. 
  2. Customer shall report to BBT.live any reported Product defects in such detail as to make it possible for BBT.live to replicate such defects in an effort to correct them. 
  3. If Customer or any End User provides BBT.live with suggestions, modifications, Improvements, or other feedback to the Service, then BBT.live may freely use such feedback. 

       C. Response/Resolution Times  

  1. BBT.live response and target resolution times will differ depending upon the mentioned Severity Level. 
  2. In the table below “Available” means the Service is available for access and use by End Users over the Internet or its closed network per the agreed configuration of the deployed solution 
  3. Response/Resolution Times 
Severity Level Definition Response Time Target Resolution Time
Critical Service is not Available across the network,
OR
Service is Available, but performance or some features are severely degraded, materially affecting normal use of the Service.
Please note, malfunction of a Backup line Is not a Critical ticket.		 Within 1 hours Within 8 hours
Major Service is Available and critical functions are usable, but there is a non-critical malfunction. Within 4 hours Within 48 hours
Minor Cosmetic or feature requests (Service is functioning as expected.) Within 2 days Next release, subject to acceptance
Severity Level Critical
Definition Service is not Available across the network,
OR
Service is Available, but performance or some features are severely degraded, materially affecting normal use of the Service.
Please note, malfunction of a Backup line Is not a Critical ticket.
Response Time Within 1 hours
Target Resolution Time Within 8 hours
Severity Level Major
Definition Service is Available and critical functions are usable, but there is a non-critical malfunction.
Response Time Within 4 hours
Target Resolution Time Within 48 hours
Severity Level Minor
Definition Cosmetic or feature requests
(Service is functioning as expected.)
Response Time Within 2 days
Target Resolution Time Next release, subject to acceptance

       

        4. BBT.Live will provide Customer with a problem root cause analysis report upon request.

        5. Should the Customer request services excluded in this agreement, BBT.Live may supply these services at its sole discretion, and if supplied, these services              are provided without warranty on a time and materials basis. BBT.Live shall charge for these services at its standard rates.  

       D. Software Updates and Maintenance  

  1. BBT.live will perform Routine SW update to resolve SW defects if any and will perform periodic Maintenance activities as necessary. In cases where the Cloud service is provided by BBT then it shall make reasonable efforts to: (i) notify Customer, via BBT.live Support Portal or Email, forty-eight (48) hours in advance of any Routine Maintenance, such notification to include the time and date of such Routine Maintenance, and (ii) synchronize maintenance windows outside of working hours.  
  2. Customer hereby understands and agrees that there may be instances where BBT.live needs to interrupt the Services without notice, in its sole discretion, in case of Emergency Maintenance.