Mersey Fibre Business SLA
These Terms are effective from 3rd February 2025
This Service Level Agreement (SLA) is for all Mersey Fibre Business Broadband only.
Under our standard SLA, where you correctly report a fault in our services to Business Support, and we don’t fix that fault within the time frames set out in the table below, you’ll be entitled to claim compensation from us (as set out in the table below). We will have no other obligation to offer any other compensation.
The table gives a summary of the service level agreements that we offer in relation to our services, how to report a fault, and the level of compensation (or service guarantees) we may give you when we don’t meet that service level agreement. It also sets out certain situations when our service level agreements and any compensation under it won’t be available.
Our SLA, the compensation under it and the table below are all subject to our Business Customer Terms of Service.
| Service/fault | SLA | Service guarantee (compensation) |
| Installation/other works involving a Mersey Fibre engineer visit | Although we’ll try our best to keep to any agreed installation date or any other date we’ve agreed for an engineer to carry out other works at your premises, we can’t guarantee it. | None |
| Activation | We’ll send you a service activation email as soon as your service is ready and you should then find that your service is active as soon as you connect your Mersey Fibre router to the Mersey Fibre socket at your premises. | None |
| Loss of service (planned) | We’ll try to notify you before any planned interruptions/suspensions to your services. We’ll take all reasonable steps to reduce their effect and restore your services as soon as possible. | None |
| Loss of service (unplanned) and other faults in our service caused by us |
We’ll try to fix any service fault that we have caused or are solely responsible for within the following time periods:
(i) if the affected service is Mersey Fibre’s 150Mbps service, by 23:59 on the second Business Day from and after the day on which you reported it to our Business Support*, as long as you provided Business Support with details of the fault and enough information to identify both you and the affected service(s) (and for these purposes, if you report a fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, you’ll be treated as having reported it on the next following Business Day); or (ii) if the affected service is Mersey Fibre’s 500Mbps, 1Gbps or 10Gbps Service, by 23:59 on the Business Day from and after the day on which you reported it to our Business Support*, as long as you provided Business Support with details of the fault and enough information to identify both you and the affected service(s) (and for these purposes, if you report a fault after 5.30pm on a Business Day, or at any time on a day which is not a Business Day, you’ll be treated as having reported it on the next following Business Day), and the applicable time period mentioned above in relation to each service is the “SLA Period” for that service. A “Business Day”, as mentioned above, means any day other than a (i) Saturday or Sunday or (ii) a public holiday in the country (i.e. either (a) England and Wales or (b) Scotland) where your relevant service is being provided. *You should contact our Business Support to report a service fault by calling 0151 279 2001 or by email at support@merseyfibre.co.uk |
If we don’t fix a fault in our service that we have caused or are solely responsible for, within the SLA Period that applies to that service, you’ll be entitled to a (single) credit for that fault, comprising the following amount(s) in respect of each consecutive SLA Day. An “SLA Day” is any day after the SLA Period has expired, that the fault remains unfixed:
(i) if the affected service is Mersey Fibre’s 150Mbps Service, an amount equivalent to either 50% of your Per Day Package Charge Amount if the fault is fixed by 1.00pm on an SLA Day or 100% of your Per Day Package Charge if it is not fixed by 1.00pm on that SLA Day. The total credit amount payable in relation to the fault will be capped at 10 times your Per Day Package Charge Amount. “Per Day Package Charge Amount” means the amount we charge you for 1 day of your affected service during the period the fault is in effect; or (ii) if the affected service is Mersey Fibre’s 500Mb, 1Gbps or 10Gbps Service, an amount equivalent to either 50% of your Per Week Package Charge if the fault is fixed by 1.00pm on an SLA Day or 100% of your Per Week Package Charge if it is not fixed by 1.00pm on that SLA Day. The total credit amount payable in relation to the fault will be capped at 10 times your Per Week Package Charge Amount. “Per Week Package Charge Amount” means the amount we charge you for 1 week of your affected service during the period the fault is in effect. However, you won’t be entitled to such a credit (a) for any fault (or delay in repairing it) not caused by us, (b) for any fault (or delay in repairing it) caused by events beyond our reasonable control, (c) if we can’t find a fault, (d) if you cancel the fault report, (e) if, after you report the fault, we’re not able to contact you or you don’t give us access to the premises where our services are being supplied when we reasonably need this, (f) if you’re not able to take delivery of any replacement router we may send you or (g) if you don’t help us in any other way we might reasonably need to resolve the matter speedily. |
If you’re entitled to a credit (SLA compensation) for a fault in our services, you’ll need to claim it by letting us know within 30 days from the date that the correctly reported fault has been fixed. You must do this by telephoning Business Support on 0151 279 2001 or emailing them at support@merseyfibre.co.uk .You can only claim one credit for each correctly reported fault (or for each series of connected correctly reported faults).