Service Level Schedule

All Incidents and Service Requests must be reported to Force36 using one of the following methods. Force36's ticketing system (SysAID) will generate a unique ticket reference upon receipt.

Where the nature of a fault prevents the Client from sending email (for example a total loss of connectivity), the Client should contact Force36 by telephone. Incidents reported outside Business Hours will be logged and triaged at the start of the next Business Day. Out-of-hours incident management is only available where the relevant Statement of Work expressly includes out-of-hours support cover.

Force36 classifies all Incidents in accordance with the priority framework set out in Section 1.3. Force36's classification is final in the first instance. The Client may request a reclassification review but Force36's assessment governs operationally while any review is considered. Where the Client disagrees with Force36's classification determination, the matter may be escalated through the dispute resolution procedure in the Master Services Agreement.

Where initial triage reveals a fault spans multiple service layers or is of a higher priority than originally classified, Force36 will reclassify the ticket accordingly. The response target is measured from the original point of receipt and is not reset on reclassification. The resolution clock resets from the point of reclassification to the Target Resolution Time applicable to the new priority.

Time is measured from the point at which Force36 receives the Incident report through an approved reporting channel. The following periods are excluded from all measurements:

• Scheduled Maintenance carried out within the notified maintenance window and not resulting in an unplanned fault. Where Scheduled Maintenance causes an unplanned fault, the maintenance exclusion ceases to apply from the point the unplanned fault is identified.
• Periods during which Force36 is awaiting information, access, or authorisation from the Client or a third party nominated by the Client
• Periods during which Force36 is unable to contact the Client's designated contact after repeated attempts
• Periods during which the Client has failed to act on a TRN, where such inaction is the direct or contributing cause of the Incident
• Force Majeure events as defined in the Master Services Agreement
• Incidents caused by the Client, the Client's staff, contractors, or third party systems not managed by Force36
• Incidents affecting services or infrastructure outside Force36's direct management, including third party platform outages covered by Section 5
• Any period during which Force36 is actively waiting on a third party provider, vendor, or supplier to resolve or respond to a fault that has been formally escalated by Force36. The resolution clock is suspended for the entire duration of the third party delay, not limited to the third party's own SLA window.
• Any period outside Business Hours where a fault has been reported outside Business Hours. The acknowledgement, fault raise, and resolution clocks for connectivity faults do not start until the beginning of the next Business Day.

Where the same or substantially similar fault recurs within 10 Business Days of a previous fault being resolved on the same circuit or service, Force36 will treat the recurrence as a continuation of the original Incident rather than a new Incident. Force36 will escalate directly to the network provider or relevant third party without a fresh internal diagnostic window. Where the recurrence is determined to be a new and separate fault, it will be logged as a new Incident and the full fault management process applies from the beginning.

Where Force36 has issued a TRN recommending that the Client upgrade their connectivity service — including a regrade from copper to FTTP where FTTP is available, an upgrade to a higher service maintenance level, or the installation of a resilient backup circuit — and the Client declines to act on that recommendation, Force36's liability for any subsequent fault that would have been prevented by the recommended upgrade is proportionally reduced in accordance with clause 5A(g) of the Master Services Agreement.

A customer on a copper service who has declined an available FTTP regrade accepts the inherent limitations of copper infrastructure. Where the Client has declined Force36's recommendation to install resilient backup connectivity and subsequently suffers an extended outage, Force36's liability is limited to its obligations in respect of the primary circuit only.

Where Force36 has issued a TRN and the Client has not implemented the recommended action within the Response Period, Force36's service level obligations shall be reduced proportionally to the extent that the Client's inaction is a direct or contributing cause of any subsequent Incident.

Where a fault is directly attributable to a configuration change, action, or error by Force36, Force36 will use commercially reasonable efforts to resolve the fault as quickly as possible regardless of the time at which the fault occurs. Force36 may at its discretion elect to carry out remediation work outside Business Hours where this is necessary to resolve the fault promptly, at no additional charge to the Client. Force36's agreement to attend out of hours in connection with a Force36-caused fault does not create an ongoing out-of-hours support obligation and does not set a precedent for future requests.

The Client is responsible for maintaining the integrity of its own network environment in a manner that does not interfere with services provided and managed by Force36.

1.10.1 — Unauthorised Devices on Force36-Managed Networks

This clause applies only where Force36 provides a managed network service under a Statement of Work. It does not apply to services provided on a Wires Only basis. Where Force36 provides a managed network service, the Client must not connect any device, access point, switch, router, repeater, or other network hardware to the Force36-managed network without prior written approval from Force36. Where Force36 identifies an unauthorised device, Force36 will issue a TRN requiring removal and reserves the right to require disconnection as a condition of continued support. Any Incident caused by an unauthorised device constitutes a customer-caused fault under Section 6.2.

1.10.2 — Network Changes

The Client must notify Force36 in writing before making any change to the network infrastructure at a site covered by a Statement of Work. Changes made without notification that result in a fault will be treated as customer-caused faults under Section 6.2.

1.10.3 — Third Party IT Contractors

Where the Client engages a third party IT contractor to carry out work at a site covered by a Statement of Work, the Client must notify Force36 in advance. Force36 accepts no liability for faults caused by third party contractor activity. Any investigation or remediation required as a result of third party contractor activity will be chargeable at Force36's prevailing day rate.

Coverage is limited to environments, locations, and equipment specified in the Statement of Work. General consultancy, training, and advisory work are not covered under this SLA and will be charged at Force36's prevailing day rate.

Standard support is provided during Business Hours: Monday to Friday 09:00 to 17:30, excluding English bank and public holidays. Out-of-hours support is not available to Clients whose Statement of Work does not include an out-of-hours support provision. Where a Client requires Force36 to carry out work at a site outside Business Hours, this may be arranged by mutual agreement and will be quoted on a case by case basis prior to commencement.

2.3.1 — Standard Plan

2.3.2 — Premium 6 Hour Plan

2.3.3 — Premium 1 Hour Plan

Clients on the Standard Plan may request escalation of a specific ticket to a higher resolution tier on a per-incident basis at any point while the ticket remains open.

Force36 raises the escalation charge immediately upon receipt of the escalation request. The resolution clock resets from the point Force36 receives confirmed payment or written payment commitment. Force36 will not commence escalated resolution until payment or a formal written commitment to pay has been received.

A Client may permanently upgrade their Helpdesk support plan tier at any time during the contract term. Support plan upgrades are one-way during the contract term — once upgraded to a higher tier the Client will remain on that tier for the remainder of the contract term. A downgrade to a lower support plan tier may only be requested at the point of contract renewal at the end of the minimum term.

Where remote diagnosis or resolution is not possible, Force36 will dispatch an engineer to the Client's premises at the discretion of the Assigned Support Engineer. Any aborted visit caused by the Client's failure to provide access will be charged at Force36's prevailing day rate.

Force36's monitoring capability operates during Business Hours. Where a monitoring alert is generated outside Business Hours, Force36 will investigate at the start of the next Business Day. No out-of-hours monitoring response is provided unless the relevant Statement of Work expressly includes out-of-hours support cover.

Where Scheduled Maintenance carried out by Force36 results in an unplanned fault or device failure, Force36 will treat the fault as a Force36-caused Incident from the point it is identified. The maintenance exclusion ceases to apply from that point. Force36 will prioritise resolution and where a physical device has failed as a result of maintenance activity, Force36 will arrange dispatch of a replacement device to the Client's site as quickly as practicable. No charge will be levied on the Client for replacement hardware or engineer time required to resolve a fault directly caused by Force36's maintenance activity.

Force36 Limited is a Cisco Webex wholesale partner and the Ofcom-regulated provider of Cisco Webex services to its customers. Force36 provides Webex services within the requirements of Ofcom's General Conditions of Entitlement. As the regulated provider, Force36 sets its own service level commitments for the administration and support of Webex services.

The Target Resolution Time is measured from the point at which Force36 provides a human triage Response. The resolution clock is suspended during the following periods:

Where a fault is investigated and determined to have been caused by the Client, the Client's staff, or equipment within the Client's control:

• No service credits are payable in respect of any part of that Incident
• Force36 reserves the right to recover the cost of any abortive engineer visit charged to Force36 by a third party provider
• Force36 reserves the right to charge for its own investigation time in accordance with clause 5B of the Master Services Agreement
• Examples include: disconnection of power to network equipment, tampering with Force36-supplied hardware, unauthorised configuration changes, failure to maintain adequate power supply, and connection of unauthorised devices to a Force36-managed network
• Force36's determination of root cause is final in the first instance. Where the Client disputes this determination, the matter may be escalated through the dispute resolution procedure in the Master Services Agreement. Force36's determination stands operationally while any dispute is in progress.

Credits are available only where the total resolution time, excluding all suspended periods, exceeds Force36's internal fault management obligations. No credits are available in respect of Openreach's failure to meet its own SML repair target, as this constitutes a third party delay excluded from the resolution clock. Where Force36 receives credits from Openreach, Force36 will apply a corresponding credit to the Client's account.

Credits are available only where the total resolution time, excluding all suspended periods, exceeds Force36's internal fault management obligations. No credits are available in respect of a network provider's failure to meet its own repair target. Where Force36 receives credits from a network provider, Force36 will apply a corresponding credit to the Client's account. Where a Vorboss circuit is in place, Vorboss's automatic compensation will be applied directly by Vorboss without the need for a credit claim from the Client.

1. Notify Force36 in writing within 5 Business Days of becoming aware of the failure giving rise to the credit claim
2. Reference the relevant SysAID ticket number in the credit claim notification
3. Send the credit claim notification to accounts@force36.net

Force36 will review the claim within 5 Business Days of receipt and confirm whether a credit is due. Force36 will provide a written breakdown of the resolution timeline including any suspended periods applied. Credits will be applied to the Client's next invoice. Credits are not redeemable for cash and may not be carried forward beyond 90 days.

• Missed acknowledgement and response targets do not give rise to credit entitlement
• Service credits are not available where the root cause of the fault is determined to be customer-caused
• Service credits are not available during periods of Scheduled Maintenance
• Service credits are not available where Force36's failure is attributable to the Client's failure to act on a TRN
• Service credits may not be set off against invoices without Force36's prior written consent
• Where aggregate credits in any month reach 100% of the monthly fee for the affected service, the Client may terminate the relevant Statement of Work on 30 days' written notice without early termination charges

Where an Incident has both a Force36-attributable cause and a customer-attributable cause, credits are calculated only in respect of the Force36-attributable element. Force36 will resolve its own attributable element within the applicable Target Resolution Time. The customer-caused element is treated separately and a TRN will be issued. Where the relative contribution of each cause cannot be clearly determined, Force36 and the Client will use reasonable commercial efforts to agree an appropriate apportionment.

Where a third party contractor engaged by the Client causes damage to Force36-managed hardware or infrastructure, the fault is treated as a customer-caused Incident. Force36's investigation and remediation time is chargeable to the Client. The cost of replacing damaged Force36-managed hardware is recoverable from the Client at the current replacement cost.

Where Force36 has agreed an engineer visit and the visit cannot be completed due to the Client's failure to provide access, the resolution clock is paused from the point of the failed visit and treated as a customer delay. Force36's abortive visit charge applies. Resolution will not resume until a new appointment has been agreed in writing by both parties and the engineer successfully gains access.

Force36 does not proactively issue SLA performance reports as a standard included service. Clients who require regular SLA compliance reporting should include a reporting provision in their Statement of Work. Monthly reporting charges will apply as agreed in the relevant Statement of Work.

Quarterly Business Reviews (QBRs) are an optional additional service available to Clients who include a QBR provision in their Statement of Work. QBRs are chargeable and no QBR obligation exists in the absence of a Statement of Work provision. Where a QBR is specified in a Statement of Work, Force36 will conduct QBRs on a mutually agreed quarterly date confirmed in writing. Force36 will provide a written agenda at least 5 Business Days before the agreed date. QBRs do not form part of the credit regime and a missed or delayed QBR does not give rise to a credit entitlement.

This Schedule forms part of and is incorporated into the Master Services Agreement. In the event of any conflict between this Schedule and the Master Services Agreement, the Master Services Agreement shall prevail. In the event of any conflict between this Schedule and a Statement of Work, the Statement of Work shall prevail in respect of the specific service to which it relates.

Force36 may update this Schedule from time to time. The current version is available at https://www.force36.net/legal/. Force36 will provide the Client with not less than 30 days' written notice of any change to this Schedule that materially reduces the service levels applicable to a current Statement of Work.

This Schedule is governed by English law. Any disputes arising in connection with this Schedule shall be resolved in accordance with the dispute resolution provisions of the Master Services Agreement.

Where the Client enters administration, liquidation, receivership, or any other insolvency process, Force36 will continue to provide services under current Statements of Work provided that the Client's billing account is up to date at the point insolvency is declared and continues to be settled in accordance with the payment terms in the Master Services Agreement. Force36 is not obliged to provide services on credit to an insolvent estate. Early termination charges under active Statements of Work remain payable as a debt of the insolvent estate.