This page summarises the service levels for services on the Gigaair network. The full terms are in the Service Schedule to the Wholesale Partner Terms (Part D) and to our Customer Terms of Service. If there is a difference, the Service Schedule applies.
1. Response and fix targets
| Service | Response | Fix target | Service credit |
|---|---|---|---|
| Flex (1Gb, 2Gb, 5Gb, 10Gb) | 1 hour, 24/7 | 6-hour fix SLA, 24/7 | 5% of the Monthly Charges for each 8 hours, or part of 8 hours, beyond the fix target |
| Dark Fibre | 1 hour, 24/7 | 6-hour fix SLA, 24/7 | The daily charge for each day, or part of a day, beyond the fix target |
| Fibre Broadband, Wireless Broadband and Landline Plus | 1 hour, during Business Hours | Target to restore by the end of the next Business Day | None. This is a target, not a guaranteed fix time |
- Targets are measured from when the fault is logged.
- Fix targets and service credits apply to faults that cause a total loss of service. We respond to other faults within the response target and work to fix them promptly.
- “Business Hours” means 09:00 to 18:00, Monday to Friday, excluding public holidays in Scotland.
- Service credits are capped at 50% of a service’s Monthly Charges in any month, and must be claimed within 30 days after the fault is cleared.
2. Guaranteed Minimum Speed (Flex)
Every Flex service is symmetrical and has a Guaranteed Minimum Speed in both directions:
| Service | Headline speed | Guaranteed Minimum Speed |
|---|---|---|
| 1Gb Flex | 1Gbps | 900Mbps |
| 2Gb Flex | 2Gbps | 1.5Gbps |
| 5Gb Flex | 5Gbps | 2.5Gbps |
| 10Gb Flex | 10Gbps | 5Gbps |
The Guaranteed Minimum Speed is measured across our network, from a device connected by wired Ethernet to our hand-off, to our speed test server at speedtest.gigaair.co.uk. A shortfall is confirmed when the average of at least 3 tests, on at least 2 separate days, is below the Guaranteed Minimum Speed. If a confirmed shortfall is not fixed within 90 days, the customer can move to a lower Flex tier at a lower price, or end the service without early termination charges.
3. How to report a fault
| If you are… | Report faults to… |
|---|---|
| A customer of one of our partners | Your provider. They provide first-line support and will raise the fault with us. |
| A wholesale partner | The partner portal at any time, or for a total loss of service, phone 0330 202 0612, 24/7. |
| A direct customer | Email service@gigaair.co.uk, or for a total loss of service, phone 0330 202 0612, 24/7. |
Before reporting a fault, please check your own equipment, power and cabling. Please have your service ID and a site contact ready.
4. What the targets do not cover
Targets and service credits do not apply to faults or delays caused by:
- equipment we did not supply, or power, internal cabling or Wi-Fi at the premises;
- lack of access to the premises;
- planned or emergency maintenance;
- events outside our reasonable control;
- networks outside the Gigaair network, including the wider internet; or
- a suspension allowed by the contract.
5. Planned maintenance
We give at least 5 Business Days’ notice of planned maintenance likely to affect a service, and carry it out between 00:00 and 06:00 where reasonably practicable. Partners can see maintenance and live network status in the partner portal.
