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Click on the relevant service for each detailed Service Level Agreement (SLA)

Gibtelecom is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you[1].

Service Definition

Residential Telephone Line (RTL)

Gibtelecom’s RTL service is provided by a state of the art network and exchange using the latest digital communications software and technology. It is designed to allow the user to receive and send national and international voice calls.

In some developments Gibtelecom’s network ends at a “common” box located within the building. This is as a result of the way the building itself has been wired up by the developer. Gibtelecom is not therefore in control of the wires leading up from this “common” box up to the customer’s premises. This is known as third-party infrastructure. In these cases Gibtelecom cannot provide a full end-to-end service and cannot be held responsible for any faults / problems that may arise within the third-party infrastructure. You will be informed at the time of making an application for the RTL service whether Gibtelecom can provide you with complete end-to-end service. An Appendix to this SLA shows the building developments where currently third-party infrastructure is involved.

The RTL Service offers the following customer features (note that rental and/or usage charges may apply):

  • Customer Calling Services
  • Smart Call Services
  • Voicemail

Installation Interval Commitment

Our Commitment: Gibtelecom will, on application for the RTL service, open a “Works Order” which will be used to install the RTL service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the RTL Service. Gibtelecom aims to provide you the RTL Service within 10 business days (the provision date / period) of Gibtelecom’s receipt of the completed service request. This commitment extends to buildings where Gibtelecom is not in control of the wires leading up to the customer’s premises, although in this case Gibtelecom can only guarantee the provision of the RTL service within 10 business days up to the point where its network ends. This is usually at the “common” box.

As part of providing you with the RTL service, Gibtelecom will ensure that telephony services are available and functioning properly within the residence, even if Gibtelecom is not in control of the wiring leading up from the “common” box up to the residence.

Your Guarantee: Any Customer who has not been provided with the RTL service at the customer’s residence within 10 business days may apply for a service credit as specified in the Service Credit Specifications section, unless delays arise as a result of Gibtelecom not having full end-to-end service control as outlined in the Third Party Infrastructure and Exclusions sections below.

Time to Restore Service Commitment

Our Commitment: Gibtelecom will, at the time of a customer reporting a fault, open a “Trouble Ticket” recording the details of the fault. Gibtelecom aims to repair any failures of the RTL Service within its network in areas where Gibtelecom has full end-to-end service control within 2 business days from generation of the trouble ticket. You will be informed at the time of reporting a fault whether any third-party infrastructure is involved. In this case Gibtelecom will only be able to test the RTL service up to the point where Gibtelecom’s network meets the third-party infrastructure within the building. In the event a fault is not detected within the Gibtelecom network it will be assumed that the failure resides within the third-party infrastructure. You will therefore need to direct the fault to the party responsible for the in-building wiring. This is usually the developer or management company of the development. This does not prevent you reporting the fault to the developer or management company in the first instance.

Your Guarantee: Any customer who experiences a failure in the RTL Service within the Gibtelecom network in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.  This guarantee excludes faults developing within third-party infrastructure. Gibtelecom will assist in any way it can to detect and repair faults regardless of where they develop, although we may charge for this service in respect of wiring not owned and operated by us. For more information please see the Third Party Infrastructure and Exclusions sections below.

Network Availability Commitment

Our Commitment: Gibtelecom aims to provide 99.9% availability each month for your connection within Gibtelecom's network (this excludes areas where third-party infrastructure is involved) and excludes any events or series of events which are outside the reasonable control of Gibtelecom which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom's network (excluding third-party infrastructure) and excludes any events or series of events which are outside the reasonable control of Gibtelecom, including events related to third-party infrastructure, in any calendar month may request a Service Credit of the RTL service in accordance with the following table:

 

Percentage of availability in the month (%) Service credit applied as a reduction of monthly rental (days) 
 Over 99.9% 0
 98% to below 99.9%
 96% to below 98%
 Below 96%

  

Customer Premises Equipment Commitment

Our Commitment: Any and all Customer Premises Equipment (CPE) (e.g., the telephone apparatus, panic button, modem, router, fax machine, payphone, answering machines etc in support of service) leased from Gibtelecom will be guaranteed by Gibtelecom to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom will repair or replace all leased CPE that is determined by Gibtelecom to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

Service Credit Specifications

Service Credits will only be applied if it is determined that Gibtelecom has failed to achieve any Service Level Commitment or if a fault develops within the Gibtelecom network and excludes areas where third-party infrastructure is involved.

After having reported the initial fault using Gibtelecom’s relevant fault reporting service, and in the event Gibtelecom fails to achieve any Service Level Commitment, at your request, Gibtelecom will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure toGibtelecom within 15 days of the end of the relevant month (via telephone at 20052200 or via e-mail notification to customerservices@gibtele.com ), and in writing to:

 GIBTELECOM LTD
 CUSTOMER SERVICES CENTRE
 15/21 JOHN MACKINTOSH SQUARE
 GIBRALTAR

You must have notified Gibtelecom of any service-affecting conditions at the time of such failure and have provided Gibtelecom with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the “Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom may have reasonably requested to assist it in verifying the request. Gibtelecom may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom, and will be applied by Gibtelecom as soon as possible to a subsequent recurring invoice following approval. Gibtelecom shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s RTL service and its responsibility for said service and therefore excludes instances where Gibtelecom is not in control of the in-building wiring.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected RTL service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom (i.e., current on all billings) at the time of the request.


The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd Floor Eurotowers 4, Europort Road, Gibraltar, telephone number 20074636 for determination by the Authority.

Third Party Infrastructure

Gibtelecom commits to install and maintain the RTL service by utilising all means within the Company’s control. In situations where Gibtelecom is not providing a full end to end service and access to certain portions of infrastructure (e.g. in-building wiring) belonging to a third party is required, Gibtelecom will not be held responsible for any impediments, delays or extra costs incurred.

Exclusions

This Service Level Agreement applies to the RTL Service and related equipment only. Gibtelecom will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom's ability to provide service.
  • Scheduled maintenance on the Gibtelecom network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.
  • Gibtelecom not being able to provide a full end to end service through not being in control of the in-building wiring (third party infrastructure).
  • Any third party involvement resulting in the delay of service provision or restoration.
  • Any faults occurring within a third party’s infrastructure / cabling resulting in the impairment of Gibtelecom’s service.

Gibtelecom may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

Revised: 1 November 2016

Appendix - List of building developments where Gibtelecom is not in control of the in-building wiring (third-party infrastructure)

Grand Ocean Plaza (Ocean Village)
Majestic Ocean Plaza (Ocean Village)
Atlantic Suites (Europort)
King's Wharf (Queensway)
The Anchorage (Rosia Road)
Genista House (Europa Road)
The Sails (Queensway)
Clifftop House (Windmill Hill Road)

Gibtelecom is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you[1].

Service Definition

Business Telephone Line (BTL)

Gibtelecom’s BTL service is provided by a state of the art network and exchange using the latest digital communications software and technology. It is designed to allow the user to receive and send national and international voice calls.

In some developments Gibtelecom’s network ends at a “common” box located within the building. This is as a result of the way the building itself has been wired up by the developer. Gibtelecom is not therefore in control of the wires leading up from this “common” box up to the customer’s premises / offices. This is known as third-party infrastructure. In these cases Gibtelecom cannot provide a full end-to-end service and cannot be held responsible for any faults / problems that may arise within the third-party infrastructure. You will be informed at the time of making an application for the BTL service whether Gibtelecom can provide you with complete end-to-end service. An Appendix to this SLA shows the building developments where currently third-party infrastructure is involved.

The BTL Service offers the following customer features (note that rental and/or usage charges may apply):

  • Customer Calling Services
  • Smart Call Services
  • Voicemail
  • Centrex
  • ISDN

Installation Interval Commitment

Our Commitment: Gibtelecom will, on application for the BTL service, open a “Works Order” which will be used to install the BTL service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the BTL Service. Gibtelecom aims to provide you the BTL Service within 10 business days (the provision date / period) of Gibtelecom’s receipt of the completed service request. This commitment extends to buildings where Gibtelecom is not in control of the wires leading up to the customer’s premises, although in this case Gibtelecom can only guarantee the provision of the RTL service within 10 business days up to the point where its network ends. This is usually at the “common” box.
 As part of providing you with the BTL service, Gibtelecom will ensure that telephony services are available and functioning properly within the premises / offices, even if Gibtelecom is not in control of the wiring leading up from the “common” box up to the premises / offices.

Your Guarantee: Any Customer who has not been provided with the BTL service within 10 business days may apply for a service credit as specified in the Service Credit Specifications section, unless delays arise as a result of Gibtelecom not having full end-to-end service control as outlined in the Third Party Infrastructure and Exclusions sections below.

Time to Restore Service Commitment

Our Commitment: Gibtelecom will, at the time of a customer reporting a fault, open a “Trouble Ticket” recording the details of the fault. Gibtelecom aims to repair any failures of the BTL Service within its network in areas where Gibtelecom has full end-to-end service control within 2 business days from generation of the trouble ticket. You will be informed at the time of reporting a fault whether any third-party infrastructure is involved. In this case Gibtelecom will only be able to test the BTL service up to the point where Gibtelecom’s network meets the third-party infrastructure within the building. In the event a fault is not detected within the Gibtelecom network it will be assumed that the failure resides within the third-party infrastructure. You will therefore need to direct the fault to the party responsible for the in-building wiring. This is usually the developer or management company of the development. This does not prevent you reporting the fault to the developer or management company in the first instance.

Your Guarantee: Any customer who experiences a failure in the BTL Service within the Gibtelecom network in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications. This guarantee excludes faults developing within third-party infrastructure. Gibtelecom will assist in any way it can to detect and repair faults regardless of where they develop, although we may charge for this service in respect of wiring not owned and operated by us. For more information please see the Third Party Infrastructure and Exclusions sections below.

Network Availability Commitment

Our Commitment: Gibtelecom aims to provide 99.9% availability each month for your connection within Gibtelecom's network (this excludes areas where third-party infrastructure is involved) and excludes any events or series of events which are outside the reasonable control of Gibtelecom which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom's network (excluding third-party infrastructure) and excludes any events or series of events which are outside the reasonable control of Gibtelecom, including events related to third-party infrastructure in any calendar month may request a Service Credit of the BTL service in accordance with the following table:

 

Percentage of availability in the month (%) Service credit applied as a reduction of monthly rental (days)
 Over 99.9% 0
 98% to below 99.9% 1
 96% to below 98% 4
 Below 96% 7

  

Customer Premises Equipment Commitment

Our Commitment: Any and all Customer Premises Equipment (CPE) (e.g., the telephone apparatus, panic button, modem, router, fax machine, payphone, PABX, answering machines etc in support of service) leased from Gibtelecom will be guaranteed by Gibtelecom to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom will repair or replace all leased CPE that is determined by Gibtelecom to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

Service Credit Specifications

Service Credits will only be applied if it is determined that Gibtelecom has failed to achieve any Service Level Commitment or if a fault develops within the Gibtelecom network and excludes areas where third-party infrastructure is involved.

After having reported the initial fault using Gibtelecom’s relevant fault reporting service, and in the event Gibtelecom fails to achieve any Service Level Commitment, at your request, Gibtelecom will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom within 15 days of the end of the relevant month (via telephone at 20052200 or via e-mail notification to customerservices@gibtele.com ), and in writing to:

GIBTELECOM LTD
CUSTOMER SERVICES CENTRE
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR

You must have notified Gibtelecom of any service-affecting conditions at the time of such failure and have provided Gibtelecom with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the “Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom may have reasonably requested to assist it in verifying the request. Gibtelecom may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom, and will be applied by Gibtelecom as soon as possible to a subsequent recurring invoice following approval. Gibtelecom shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s BTL service and its responsibility for said service and therefore excludes instances where Gibtelecom is not in control of the in-building wiring.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected BTL service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, Second Floor Europort 4, 1 Europort Road, telephone number 20074636 for determination by the Authority.

Third Party Infrastructure

Gibtelecom commits to install and maintain the BTL service by utilising all means within the Company’s control. In situations where Gibtelecom is not providing a full end to end service and access to certain portions of infrastructure (e.g. in-building wiring) belonging to a third party is required, Gibtelecom will not be held responsible for any impediments, delays or extra costs incurred.

Exclusions

This Service Level Agreement applies to the BTL Service and related equipment only. Gibtelecom will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom's ability to provide service.
  • Scheduled maintenance on the Gibtelecom network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.
  • Gibtelecom not being able to provide a full end to end service through not being in control of the in-building wiring (third party infrastructure).
  • Any third party involvement resulting in the delay of service provision or restoration.
  • Any faults occurring within a third party’s infrastructure / cabling resulting in the impairment of Gibtelecom’s service.

Gibtelecom may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom website, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

Revised: 1 November 2016

Appendix - List of building developments where Gibtelecom is not in control of the in-building wiring (third-party infrastructure)

Grand Ocean Plaza (Ocean Village)
Majestic Ocean Plaza (Ocean Village)
Atlantic Suites (Europort)
King's Wharf (Queensway)
The Anchorage (Rosia Road)
Genista House (Europa Road)
The Sails (Queensway)
Clifftop House (Windmill Hill Road)

 

 

 

[1] Does not include areas/developments where Gibtelecom is not responsible for the wiring within a building leading up to the customer’s premises / offices

Gibtelecom provides VDSL Broadband and SuperSwift Fibre Broadband Services. The Broadband Service is split into two parts. The fixed line (access) component and the Internet Service Provider (ISP) component. Both are covered by this Service Level Agreement (SLA).


Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:


Service / Product Definition

Gibtelecom's broadband service is based on VDSL2 or ADSL technology. It is designed for use on regular phone lines and provides speeds of up to 100Mbps, depending on the contracted package.

Installation Interval Commitment

Our Commitment: Gibtelecom Ltd will, on application for broadband services, open a "Works Order" which will be used to install the Service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the Broadband line. Gibtelecom aims to provide you the broadband service within 10 business days (the provision date / period) of Gibtelecom's receipt of the completed service request.

Your Guarantee: Any Customer who has not been provided with the broadband service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

Time to Restore Service Commitment

Our Commitment: Gibtelecom Ltd aims to repair any failures of the broadband Service (which are within the confines and responsibility of Gibtelecom Ltd) within 2 business days from receipt of the trouble ticket.

Your Guarantee: Any Customer who experiences a failure in the broadband Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.


Latency Commitment

Our Commitment: Gibtelecom Ltd aims to provide an average monthly roundtrip delay of 80 milliseconds or less within Gibtelecom Ltd's network in Gibraltar.

Your Guarantee: Any Customer who experiences average latency greater than 80 milliseconds for any calendar month may request a one day Service Credit as specified in the Service Credit Specifications.


Network Availability Commitment

Our Commitment: Gibtelecom Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom's network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of the broadband service in accordance with the following table:

 

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 

Customer Premises Equipment Commitment

Our Commitment: Any and all Customer premises equipment (CPE) (e.g., the installed bridge, modem, router, gateway etc in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.


Service Credit Specifications


After having reported the initial fault using Gibtelecom's relevant fault reporting service, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to claims@gibtele.com),and in writing to:


GIBTELECOM LTD
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR


You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom Ltd's fault reporting service, you will be given a number for reference purposes. This number is called the "Trouble Ticket Number". This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom's Broadband service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected Broadband service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).


Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.


The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.


Disputes


Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.


In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd Floor Block 4 Eurotowers, telephone number 20074636 for determination by the Authority.


Exclusions


This Service Level Agreement applies to the VDSL and Superswift fibre broadband service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.
  • Scheduled maintenance on the Gibtelecom Ltd network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.


Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: November 2016

Gibtelecom Ltd provides and operates fixed, mobile and internet services in Gibraltar.

Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:

 

Service / Product Definition

 

Gibtelecom Ltd's premium fibre broadband service “The Service” is based on VDSL2 technology, delivered over Fibre-To-The-Node (FTTN) technology. The Service is offered at speeds of up to 50Mbps/15Mbps and 100Mbps/30 Mbps.

 

Installation Interval Commitment 

 

Our Commitment: Gibtelecom Ltd will, on application for The Service, open a "Work Order" which will be used to install The Service. This Work Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the line. Gibtelecom aims to deliver the service within 10 business days (the provision date / period) of Gibtelecom's receipt of the completed service request.

 

Your Guarantee: Any Customer who has not been provided with The Service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

 

Time to Restore Service Commitment 

 

Our Commitment: Gibtelecom Ltd offers 12 x 6 on-site support, available from 08:00 to 20:00 Monday to Saturday, with a maximum 4 hour response time to repair any failures.

 

Your Guarantee: Any Customer who experiences a failure in The Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 4 hours may apply for a service credit as specified in the Service Credit Specifications.

 

Latency Commitment

 

Our Commitment: Gibtelecom Ltd aims to provide an average monthly roundtrip delay of 80 milliseconds or less within Gibtelecom Ltd's network in Gibraltar.

 

Your Guarantee: Any Customer who experiences average latency greater than 80 milliseconds for any calendar month may request a one day Service Credit as specified in the Service Credit Specifications.

 

Network Availability Commitment

 

Our Commitment: Gibtelecom Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom's network availability commitment.

 

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of The Service in accordance with the following table:

 

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 

 

Customer Premises Equipment Commitment

 

Our Commitment: Any and all Customer premises equipment (e.g., the installed bridge, modem, router, etc (CPE) in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

 

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

 

Service Credit Specifications

 

After having reported the initial fault using Gibtelecom's relevant fault reporting service, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

 

To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to internet@gibtele.com),and in writing to:

 

GIBTELECOM

15/21 JOHN MACKINTOSH SQUARE

PO BOX 929

GIBRALTAR

 

You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

 

On contacting Gibtelecom Ltd's fault reporting service, you will be given a number for reference purposes. This number is called the "Trouble Ticket Number". This number will facilitate tracking progress and status of the repair of the fault.

 

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

 

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom's premium fibre broadband service and its responsibility for said service.

 

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected Service.

 

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

 

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

 

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

 

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

 

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

 

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.

 

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

 

Disputes

 

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

 

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority Suite 401 Europort, telephone number 20074636 for determination by the Authority.

 

Exclusions

 

This Service Level Agreement applies to the Premium Fibre Broadband Service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:

Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.

Scheduled maintenance on the Gibtelecom Ltd network.

Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

 

Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

The Service

Gibtelecom’s Home Consultancy service offers technical support and advice for Gibtelecom broadband customers on home communications and network services including but not limited to Wi-Fi connectivity and connecting and configuring devices on their home network.

New Customers

Customers opening a new Gibtelecom account and subscribing to SuperSwift Fibre Broadband Services (both access and ISP services).

Hourly Charge

Standard hourly labour charge of £40 per hour.

Equipment

Equipment means home technology equipment including but not limited to PCs and laptops, mobile phones and tablets, Smart TVs and game consoles.

 

1. General

1.1. The Service is only available to Gibtelecom customerss who require technical support for domestic use. Gibtelecom will not supply the Service for business-related purposes or to business customers.

1.2. The Service includes one free visit for New Customers. All subsequent visits and visits for other Gibtelecom customers are chargeable at the Hourly Charge. Minimum charges of thirty minutes apply.

1.3. You agree to follow Gibtelecom’s reasonable instructions including any security instructions. This may include advice on installing any security software, instructions on how to handle your Equipment, the manner and frequency that you switch it on and off and general instructions for use.

1.4. The Service will vary depending on the Equipment you have at your premises. Not all technical support services are available in relation to all types of Equipment and/or software.

1.5. Gibtelecom does not have specific knowledge of your Equipment and its configuration. The Service is provided on a commercially reasonable basis and to the best of Gibtelecom’s abilities. Although Gibtelecom will provide the services with reasonable skill and care, Gibtelecom make no warranty that the Services will meet your exact requirements or that all the features of the Services will always be available.

  1.6. If you book a Service appointment we will need the following at the time of appointment: 

  1.6.1 confirmation that an adult (over 18 years of age) who has a basic knowledge of the services required will be present; 

  1.6.2. access to the area and equipment being serviced and; 

  1.6.3. your agreement to follow Gibtelecom’s reasonable instructions;

1.7. In addition to the above requirements, if Gibtelecom will be working on your computer it may need: 

  1.7.1. a person with administrator level access and any relevant passwords present; 

  1.7.2. any relevant software recovery disk(s) (or other media); 

  1.7.3. a connected CD or DVD writer or reader.

1.8. Service exclude support for the following: 

  1.8.1. File servers and operating systems; 

  1.8.2. Domain & active directory based networks; 

  1.8.3. VPN and WAN networks; 

  1.8.4. Corporate infrastructure hardware (complex firewalls, switches etc.) and Linux.

1.9. Service visits start promptly and end at their scheduled times. Arriving late to your session may result in its cancellation or waiting time may be chargeable.

 

2. Service visit requirements

2.1. You agree that, prior to Gibtelecom performing any aspect of the Service under these conditions, it is solely your entire responsibility to protect your Equipment and to back-up all data stored on your Equipment and any and all disks and drives you may have. Gibtelecom will not be responsible for any loss of data, information or records.

2.2. Where your Equipment contains software and/or data: 

  2.2.1. You should have valid software licences for your operating system and applications, as these may be required for updates or repairs. 

  2.2.2. Where applicable, you must also supply details of the relevant licence keys if Gibtelecom ask you for them.

 

3. Limitation of Liability

3.1. Gibtelecom shall not be liable where it is unable (using reasonable effort) to provide the Service as a result of any event outside its reasonable control.

3.2. Gibtelecom shall not be liable for any losses or damages, including those related to any business of a customer such as lost data, lost profits or business interruption.

3.3. Gibtelecom will not be responsible: 

  3.3.1. for any inherent failures in or caused by any third party products, applications and/or operating systems unless such products, applications or operating systems are supplied by Gibtelecom; 

  3.3.2. for the repair or replacement of any of your Equipment that is found to be faulty (as reasonably diagnosed by us during the provision of the Service to you) unless it was specifically agreed in writing that such repairs services would form part of a separate support agreement;  

  3.3.3. for any loss or damage caused by your failure to follow Gibtelecom’s reasonable advice, recommendations or instructions;  

  3.3.4. any loss or corruption of data; and/or 

  3.3.5. any losses you may suffer arising from your use of (or failure to use) any anti-virus software.

  3.4 Gibtelecom does not guarantee the transfer and/or setup of all data on or between Equipment as certain data may not be supported. For instance, the Service does not include the transfer of photos, music or other digital media.

 

4. Processing personal data

4.1. Where Gibtelecom processes or has access to personal data about you, such as name, email address and passwords, Gibtelecom will abide by the requirements of the Data Protection Act 2004 as set out under its Privacy Policy

Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:


Service Definition

National Private Leased Line (NPLC)

An NPLC is a point to point high bandwidth connection that allows businesses to connect their office networks at different locations within Gibraltar.
A full range of bandwidth options are available enabling you to easily select the exact bandwidth that matches your current business needs.


Installation Interval Commitment


Our Commitment: Gibtelecom Ltd will, on application for the NPLC service, open a "Works Order" which will be used to install the NPLC Service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the NPLC Service. Gibtelecom aims to provide you the NPLC Service within 10 business days (the provision date / period) of Gibtelecom's receipt of the completed service request.

Your Guarantee: Any Customer who has not been provided with the NPLC service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

Time to Restore Service Commitment

Our Commitment: Gibtelecom Ltd aims to repair any failures of the NPLC Service (which are within the confines and responsibility of Gibtelecom Ltd) within 2 business days from receipt of the trouble ticket.

Your Guarantee: Any Customer who experiences a failure in the NPLC Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.

Network Availability Commitment

Our Commitment: Gibtelecom Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom's network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of the NPLC service in accordance with the following table:

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 
Customer Premises Equipment Commitment

Our Commitment: Any and all Customer premises equipment (CPE) (e.g., the installed bridge, modem, router etc  in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.


Service Credit Specifications

After having reported the initial fault using Gibtelecom's relevant fault reportingservice, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service LevelCommitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to claims@gibtele.com) and in writing to:


GIBTELECOM
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR


You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom Ltd's fault reporting service, you will be given a number for reference purposes. This number is called the "Trouble Ticket Number". This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom's NPLC service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected NPLC service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.


The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd Floor Eurotowers Block 4, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the NPLC Service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.
  • Scheduled maintenance on the Gibtelecom Ltd network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

 

Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: November 2016

Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:


Service Definition

International Private Leased Line (IPLC)

An IPLC is a point to point high bandwidth connection that allows businesses to connect their office networks in Gibraltar to a distant point at a foreign location.

A full range of bandwidth options are available enabling you to easily select the exact bandwidth that matches your current business needs..

Installation Interval Commitment

Our Commitment: Gibtelecom Ltd will, on application for the IPLC service, open a “Works Order” which will be used to install the IPLC Service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the IPLC Service. Gibtelecom aims to provide you the IPLC Service within 8 business weeks (the provision date / period) of Gibtelecom’s receipt of the completed service request.

Your Guarantee: Any Customer who has not been provided with the IPLC service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

Time to Restore Service Commitment

Our Commitment: Gibtelecom Ltd aims to repair any failures of the IPLC Service (which are within the confines and responsibility of Gibtelecom Ltd) within 2 business days from receipt of the trouble ticket.

Your Guarantee: Any Customer who experiences a failure in the IPLC Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.

Network Availability Commitment

Our Commitment: Gibtelecom Ltd aims to provide 99.5% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.5% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of the IPLC service in accordance with the following table:

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%


Customer Premises Equipment Commitment

Our Commitment: Any and all Customer premises equipment (CPE) (e.g., the installed bridge, modem, router etc in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

Service Credit Specifications

After having reported the initial fault using Gibtelecom’s relevant fault reporting service, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:


To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to claims@gibtele.com) and in writing to:


GIBTELECOM
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR


You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.


On contacting Gibtelecom Ltd’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s IPLC service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected IPLC service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.


The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd Floor Europort Block 4, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the IPLC Service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.
  • Scheduled maintenance on the Gibtelecom Ltd network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.


Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised November 2016

Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:


Service / Product Definition

Private Ethernet Circuit (PEC)

A PEC is a point to point Ethernet connection on fibre that allows businesses to connect their office networks at different locations within Gibraltar.

Installation Interval Commitment

Our Commitment: Gibtelecom Ltd will, on application for the PEC service, open a “Works Order” which will be used to install the PEC Service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the PEC Service. Gibtelecom aims to provide you the PEC Service within 8 business weeks (the provision date / period) of Gibtelecom’s receipt of the completed service request.

Your Guarantee: Any Customer who has not been provided with the PEC service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

Time to Restore Service Commitment

Our Commitment: Gibtelecom Ltd aims to repair any failures of the PEC Service (which are within the confines and responsibility of Gibtelecom Ltd) within 2 business days from receipt of the trouble ticket.

Your Guarantee: Any Customer who experiences a failure in the PEC Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.

Network Availability Commitment

Our Commitment: Gibtelecom Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of the PEC service in accordance with the following table:

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 

 

Customer Premises Equipment Commitment

Our Commitment: Any and all Customer premises equipment (CPE) (e.g., the installed bridge, modem, router etc in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

Service Credit Specifications

After having reported the initial fault using Gibtelecom’s relevant fault reportingservice, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:


To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to claims@gibtele.com) and in writing to:


GIBTELECOM
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR


You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom Ltd’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s PEC service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected PEC service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd floor Eurotowers Block 4, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the PEC Service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.
  • Scheduled maintenance on the Gibtelecom Ltd network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: November 2016

Gibtelecom Ltd is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of the service / product defined below, at no additional charge to you:

Service Definition

Integrated Digital Services Network (ISDN)

Gibtelecom Ltd’s ISDN service is a dial-up bandwidth 2B+D service which has the ability to move data over the phone lines at speeds much faster than the fastest analogue modems available today.

The ISDN 2B+D service is provided up to the Network Terminal Point 1 (NT1), which is the demarcation point between the customer and Gibtelecom.

Installation Interval Commitment

Our Commitment: Gibtelecom Ltd will, on application for the ISDN service, open a “Works Order” which will be used to install the ISDN Service. This Works Order will have a number which will be used for reference purposes, and will facilitate the tracking, progress and status of the installation of the ISDN Service. Gibtelecom aims to provide you the ISDN Service within 10 business days (the provision date / period) of Gibtelecom’s receipt of the completed service request.

Your Guarantee: Any Customer who has not been provided with the ISDN service within the provision period specified above may apply for a service credit as specified in the Service Credit Specifications.

Time to Restore Service Commitment

Our Commitment: Gibtelecom Ltd aims to repair any failures of the ISDN Service (which are within the confines and responsibility of Gibtelecom Ltd) within 2 business days from receipt of the trouble ticket.

Your Guarantee: Any Customer who experiences a failure in the ISDN Service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of 2 business days may apply for a service credit as specified in the Service Credit Specifications.

Network Availability Commitment

Our Commitment: Gibtelecom Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.9% within Gibtelecom Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom Ltd) in any calendar month may request a Service Credit of the ISDN service in accordance with the following table:

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 

Customer Premises Equipment Commitment

Our Commitment: Any and all Customer premises equipment (e.g., the installed bridge, modem, router, NT1 etc (CPE) in support of service) leased from Gibtelecom Ltd will be guaranteed by Gibtelecom Ltd to be free from defects (other than those attributable to abuse, tampering or unauthorised repair or modification) during the term of service. Gibtelecom Ltd will repair or replace all leased CPE that is determined by Gibtelecom Ltd to be defective (and not the subject of Customer misuse, tampering or unauthorised repair/modification) within 2 business days from receipt of the trouble ticket.

Your Guarantee: If Gibtelecom does not repair or replace the leased CPE (not being the subject of Customer misuse, tampering or unauthorised repair/modification) within the period specified above, you may apply for a service credit as specified in the Service Credit Specifications.

Service Credit Specifications

After having reported the initial fault using Gibtelecom’s relevant fault reportingservice, and in the event Gibtelecom Ltd fails to achieve any Service Level Commitment, at your request, Gibtelecom Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:


To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to claims@gibtele.com) and in writing to:


GIBTELECOM
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR


You must have notified Gibtelecom Ltd of any service-affecting conditions at the time of such failure and have provided Gibtelecom Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom Ltd’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Gibtelecom Ltd may have reasonably requested to assist it in verifying the request. Gibtelecom Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Gibtelecom Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Gibtelecom Ltd, and will be applied by Gibtelecom Ltd as soon as possible to a subsequent recurring invoice following approval. Gibtelecom Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Gibtelecom Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s ISDN service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected ISDN service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

The maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Gibtelecom Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom Ltd (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd Floor Block 4 Eurotowers, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the ISDN Service and related equipment only. Gibtelecom Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom Ltd to meet a Service Level Commitment by reason of any of the following:


  • Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom Ltd's ability to provide service.
  • Scheduled maintenance on the Gibtelecom Ltd network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.


Gibtelecom Ltd may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom Ltd web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Modified: November 2016

Data hosting and co-location services are provided by Gibtelecom's subsidiary company, Rockolo Ltd.

Service Definition

Rockolo’s Co-location service offers a secure dedicated server hosting site facility. It is designed for customers who wish to choose and own their own hardware and who wish to update their server as and when they want.

The hosting service includes:

  • The provision of Hosting areas within Hosting sites in which the Customer can place Customer equipment.
  • The supply of power, security and environmental controls necessary for the operation of the Customer equipment.
  • Services associated with the support and maintenance of the Customer equipment.
  • The Circuit Services which are the provision of communications circuits between two (2) specified locations irrespective of the transmission medium.

The Customer is responsible for providing the equipment necessary to integrate the circuits.


The Customer will procure, install and test the Computer equipment to be located in the Hosting areas. Rockolo will provide the access, power, environmental and temporary storage facilities reasonably necessary to enable the Customer to perform such installation and testing.

Installation Interval Commitment

Our Commitment: Rockolo Ltd will use reasonable endeavours to prepare the Hosting Area in accordance with the terms of the applicable Customer Purchase Order on or before the Customer Commitment Date specified for such Hosting Area.

Your Guarantee: In the event that Rockolo does not meet the Installation Level Commitment, the Customer may apply for a service credit as specified in the table below.

Installation delay beyond customer commitment date Service credit applied as a reduction of monthly rental (days) 
 1-5 Business Days
 6-60 Business Days1 for each business day of delay 
 61 Business Days or aboveService credit available up to 60th business day. Customer shall have the right to terminate the delayed service at no cost or liability 


Remote Assistance Response Time Service Commitment

Our Commitment: The Response Time service level for Remote Assistance is measured from the time that Rockolo receives the Customer’s request with all of the necessary information requested by Rockolo, until a Customer Certified Engineer is first available to deal with the request. Rockolo Ltd aims to have a Response Time Level as follows:

Monday to Friday from 8am to 5pm 30 minutes 
Out of hours, Gibraltar bank holidays and weekends2 hours 


Your Guarantee: Any Customer who experiences a response time in excess of the times specified above (which are within the confines and responsibility of Rockolo Ltd) may apply for a service credit of 1 day for all instances of delay in any twentyfour hour period.

Power Service Commitment

Our Commitment: Rockolo Ltd aims to ensure that the power delivered to the Hosting area is not interrupted, subject to the provisions of the agreement.

Your Guarantee: Rockolo will notify the customer, as soon as reasonably possible if any interruption or disturbance to such power is expected for any reason including actions taken by third parties.

Circuit Service Installation Interval Commitment

Our Commitment: Rockolo Ltd will use reasonable endeavours to provide the circuit service in accordance with the terms of the applicable Customer Purchase Order on or before the Customer Commitment Date specified for the provision of the Circuit Service.

Your Guarantee: In the event that Rockolo does not meet the Circuit Service Installation Level Commitment, the Customer may apply for a service credit as specified in the table below.

 

Installation delay beyond customer commitment date Service credit applied as a reduction of monthly rental (days) 
 1-5 Business Days
 6-60 Business Days1 for each business day of delay 
 61 Business Days or aboveService credit available up to 60th business day. Customer shall have the right to terminate the delayed service at no cost or liability 


Circuit Service Availability Commitment

Our Commitment: Rockolo Ltd aims to provide 99.9% availability each month for your connection within Gibtelecom Ltd's Licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom Ltd which may affect Gibtelecom’s circuit service availability commitment.

Your Guarantee: Any Customer who experiences availability of the circuit service below 99.9% within Rockolo Ltd's Licensed area (excluding any events or series of events which are outside the reasonable control of Rockolo Ltd) in any calendar month may request a Service Credit of the Circuit Service in accordance with the following table:

Percentage of availability in the month (%) Service Credit applied as a reduction of monthly rental (days) 
 Over 99.9%
 98% to below 99.9%
 96% to below 98%
 Below 96%

 
Latency Commitment

Our Commitment: Rockolo Ltd aims to provide an average monthly roundtrip delay of 80 milliseconds or less within Rockolo Ltd’s network in Gibraltar.

Your Guarantee: Any Customer who experiences average latency greater than 80 milliseconds for any calendar month may request a one day Service Credit as specified in the Service Credit Specifications.

Service Credit Specifications

After having reported the initial fault using Rockolo’s relevant fault reporting service, and in the event Rockolo Ltd fails to achieve any Service Level Commitment, at your request, Rockolo Ltd will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Rockolo Ltd within 15 days of the end of the relevant month(via telephone at 20052200 or via e-mail notification to info@rockolo.gi) and in writing to:

ROCKOLO LTD
MOUNT PLEASANT, 25 SOUTH BARRACK ROAD
GIBRALTAR

You must have notified Rockolo Ltd of any service-affecting conditions at the time of such failure and have provided Rockolo Ltd with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Rockolo Ltd’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”. This number will facilitate tracking progress and status of the repair of the fault.

All requests must identify the Service Level Commitment at issue, include the "Trouble Ticket" number assigned to your report, and include such other information as Rockolo Ltd may have reasonably requested to assist it in verifying the request. Rockolo Ltd may reject any Service Credit request which does not provide sufficient supporting information to allow Rockolo Ltd to verify the claim. All requests for Service Credits will be subject to confirmation by Rockolo Ltd, and will be applied by Rockolo Ltd as soon as possible to a subsequent recurring invoice following approval. Rockolo Ltd shall promptly notify you of its resolution of the reported event. You must claim any applicable Service Credits by the 15th day of the month following the month in which the reported incident was resolved. Gibtelecom Ltd will inform you of credit requests rejected for insufficient information, and you will be allowed to resubmit such requests with additional supporting information within fifteen (15) days of Rockolo Ltd's notification of its rejection of the credit request. After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Rockolo's Co-hosting service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected Co-hosting service.

Rockolo will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Rockolo will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

Without prejudice to the Installation Service Level commitment, the maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Rockolo Ltd for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Rockolo Ltd shall have no obligation to pay cash to you to fulfil any earned Service Credit, unless Rockolo Ltd's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Rockolo Ltd, and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Rockolo Ltd (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Rockolo Ltd's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Rockolo Ltd that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Rockolo Ltd shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment, other than the permitted Service Credits authorized and described hereunder.

Disputes

Rockolo and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Rockolo and the customer fail to resolve the dispute, Rockolo and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd floor Block 4 Eurotowers, telephone number 20074636 for determination by the Authority.

Exclusions

This Service Level Agreement applies to the Co-hosting Service and related equipment only. Rockolo Ltd will not be responsible for, and Service Credits will not be issued in connection with, any failure by Rockolo Ltd to meet a Service Level Commitment by reason of any of the following:

Any Customer act or omission, including without limitation any negligence, wilful misconduct or misuse of any service or equipment, which impairs Rockolo Ltd's ability to provide service.

Scheduled maintenance on the Rockolo Ltd network.

Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

Rockolo Ltd may modify the Service Level Commitments and your guarantee for the failure by Rockolo Ltd to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Rockolo Ltd web site, currently located at www.gibconnect.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: March 2017

Gibtelecom is committed to high quality performance and customer care. This Service Level Agreement offers you, our customer, the following commitments as part of theservice / product defined below, at no additional charge to you:

Service Definition

IP Flexiband Service

Gibtelecom’s IP Flexiband service is a high speed, high availability IP service. It is designed to allow the user to receive and send IP communications on a 24x7 basis.

Installation Interval Commitment

Our Commitment: Gibtelecom will endeavour to install and commission the IP Flexiband Service within thirty days of receiving a Customer commitment to purchase a service.

Your Guarantee: In the event that Gibtelecom does not meet the Installation Level Commitment, the Customer may apply for a service credit as specified in the table below.

 Installation delay beyond 30 days of customer commitment dateService credit applied as a reduction of monthly rental (days) 
 1-30 business days1 for each business day of delay 
 31 business days or overService credit available up to 30th business day. Customer shall have the right to terminate the delayed service at no cost or liability


Latency Commitment

Our Commitment: Gibtelecom aims to provide the following IP Network Latency measures:

An average of less than 140 milliseconds for Gibraltar-New York traffic over a calendar month.

An average of less than 60 milliseconds for intra-European traffic, as averaged over all routes between Primary Network Nodes in Europe over a calendar month.

Your Guarantee: Any Customer who experiences an average latency within Gibtelecom’s network or within the AS’s of any of Gibtelecom’s IP transit providers greater than those listed above for a period in excess of one hour in any instance in any calendar month may request a one hour Service Credit for every hour thereafter as specified in the Service Credit Specifications up to a maximum of five days in any calendar month.

Network Availability Commitment

Our Commitment: Gibtelecom aims to provide full availability of its network within Gibtelecom’s licensed area and excludes any events or series of events which are outside the reasonable control of Gibtelecom which may affect Gibtelecom’s network availability commitment.

Your Guarantee: Any Customer who experiences availability of the network below 99.95% within Gibtelecom licensed area (excluding any events or series of events which are outside the reasonable control of Gibtelecom) in any calendar month may request a Service Credit of the IP Flexiband service in accordance with the following table:

 

 Percentage of availability in the month (%)Service credit applied as a reduction of Monthly rental (days) 
 >99.95%
 99.95% - 99.92%
 99.92% - 99.90%
 99.90% - 99.80% 7
 <99.8%10 

 

 Service Credit Specifications

After having reported the initial fault using Gibtelecom’s relevant fault reporting service, and in the event Gibtelecom fails to achieve any Service Level Commitment,following your written request, Gibtelecom will credit your account in accordance with the applicable Guarantees set forth above in connection with such Service Level Commitment and subject to the following:

To be eligible for a Service Credit, you must report the commitment failure to Gibtelecom within 15 days of the end of the relevant month (via e-mail notification to claims@gibtele.com), and in writing to:

GIBTELECOM
15/21 JOHN MACKINTOSH SQUARE
GIBRALTAR

You must have notified Gibtelecom of any service-affecting conditions at the time of such failure and have provided Gibtelecom with all other information reasonably requested in furtherance of troubleshooting the reported issue.

On contacting Gibtelecom’s fault reporting service, you will be given a number for reference purposes. This number is called the “Trouble Ticket Number”.This number will facilitate tracking progress and status of the repair of thefault.

All requests must identify the Service Level Commitment at issue, include the"Trouble Ticket" number assigned to your report, and include such otherinformation as Gibtelecom may have reasonably requested to assist it inverifying the request. Gibtelecom may reject any Service Credit request whichdoes not provide sufficient supporting information to allow Gibtelecom to verify the claim. All requests for Service Credits will be subject to confirmationby Gibtelecom, and will be applied by Gibtelecom as soon as possible to a subsequent recurring invoice following approval. Gibtelecom shall promptly notify you of its resolution of the reported event. You must claim anyapplicable Service Credits by the 15th day of the month following the month inwhich the reported incident was resolved. Gibtelecom will inform you of creditrequests rejected for insufficient information, and you will be allowed toresubmit such requests with additional supporting information within fifteen(15) days of Gibtelecom's notification of its rejection of the credit request.After you resubmit the credit request with the additional supporting information, the standard verification and crediting timelines outlined herein shall apply.

The Service Level Commitments and Guarantees set-out herein shall only be applicable to Gibtelecom’s IP Flexiband service and its responsibility for said service.

Service Credits (not connection charges) are calculated based on the contracted monthly rate for the affected IP Flexiband service.

Gibtelecom will credit the number of days/hours stated in the relevant Service Guarantee. If the number of days/hours is not stated then Gibtelecom willcredit the number of business day(s)/hours for which we have not met our commitment over and above the number of days/hours specified in the relevant Service Commitment.

Service Credit days will be based on a thirty (30) day month (e.g. a one day service credit means you will receive as a credit the amount equal to 1/30 of the applicable recurring monthly charge for the affected service).

Service Credit hours will be based on a thirty (30) day month, each day being divided by 24 hours (e.g. a one hour service credit means you will receive as a credit the amount equal to [[1/30]/24] of the applicable recurring monthly charge for the affected service).

Without prejudice to the Installation Service Level commitment, the maximum Service Credit to be granted for a given month shall not exceed the monthly recurring fees charged by Gibtelecom for the given service for the month in which the given Service Credit is claimed.

Any excess credits will not carry over into later invoices. Guarantees available hereunder shall only be payable in the form of a Service Credit to your account. Gibtelecom shall have no obligation to pay cash to you to fulfil anye arned Service Credit, unless Gibtelecom's records verify that all services have been terminated and authorised Service Credits remain outstanding which are in excess of any remaining amounts due and owing from you to Gibtelecom,and then, only to the extent of the excess amount.

If any event triggers a breach of two or more Service Level Commitments, you shall only receive a Service Credit equal to the highest applicable Service Credit being requested in connection with the breached Service Level Commitments.

You shall be ineligible for a Service Credit hereunder if you are not in financial good standing with Gibtelecom (i.e., current on all billings) at the time of the request.

The guarantees set forth herein for each Service Level Commitment shall be the exclusive guarantee available to you for Gibtelecom's failure to achieve such Service Level Commitment. This SLA does not represent a warranty or guarantee by Gibtelecom that services will be uninterrupted or fit for any particular purpose or intended use of any kind, and Gibtelecom shall not be liable for any damages of any nature or amount as a result of any failure to achieve any Service Level Commitment,other than the permitted Service Credits authorized and described hereunder.

Disputes

Gibtelecom and the customer shall each use its reasonable endeavours to resolve any dispute between them concerning this Service Level Agreement and shall enter into good faith negotiations in order to resolve the dispute.

In the event that Gibtelecom and the customer fail to resolve the dispute, Gibtelecom and the customer have the right to refer the dispute to the Gibraltar Regulatory Authority, 2nd floor Block 4 Eurotowers, telephone number 20074636 for determination by the Authority.

Exclusions


This Service Level Agreement applies to the IP Flexiband Service. Gibtelecom will not be responsible for, and Service Credits will not be issued in connection with, any failure by Gibtelecom to meet a Service Level Commitment by reason of any of the following:

  • Any Customer act or omission, including without limitation any negligence,wilful misconduct or misuse of any service or equipment, which impairs Gibtelecom's ability to provide service.
  • Scheduled maintenance on the Gibtelecom network.
  • Failure on the part of the customer to timely report the incident and open a trouble ticket in accordance with this SLA.

Gibtelecom may modify the Service Level Commitments and your guarantee for the failure by Gibtelecom to meet any Service Level Commitment at any time. Such modifications shall be deemed effective immediately upon either posting of the modified SLA on the Gibtelecom web site, currently located at www.gibtele.com, or notifying you. If you have any questions, please contact our Customer Services Centre. This Service Level Agreement does not constitute a legal document.

 

Revised: November 2016