Chat with us, powered by LiveChat

Customer Terms & Conditions

Our Customer Terms & Conditions sets out terms and conditions on which we provide products and services to our customers. If you have any queries regarding the below, please contact sales@backboneconnect.co.uk

General Terms

TERMS & CONDITIONS

AMENDMENTS

   Section 1: DEFINITIONS

   Section 2: SERVICES

   Section 3: BILLING & PAYMENT

   Section 4: CONTRACT CANCELLATION

   Section 5: LIABILITY

   Section 6: CONFIDENTIAL INFORMATION

   Section 7: GENERAL TERMS

   Section 8: DATA PROTECTION

SERVICE LEVEL AGREEMENTS

DEFINITIONS

SERVICE LEVEL COMMITMENTS

NETWORK AVAILABILITY SLA

NETWORK PACKET LOSS SLA

CIRCUITS

ADSL SLA

MPLS

COLOCATION

ENVIRONMENT SLA – POWER

RESPONSE/REPAIR TIME SLA

Service Desk Function

All incidents must be logged on our service desk and depending on the information provided (Actions Taken, Priority and Severity) the Incidents will be allocated accordingly and responded to using the following guidelines: 

Service Desk Operational Times:

Backbone operate a 24x 7 Service desk. Backbone will provide standard support during the following times: 
Business hours: 9am-5:30pm (Monday to Friday, exc Bank Holidays) 
Outside Business Hours: Time outside above 

Business Hours Response Times

Outside Business Hours Response Times

Acceptable
use policy

Within this document you can find information related to; rights of Backbone, unorthorised access, illegal activity and much more.

Miscellaneous Charges

Unless otherwise agreed in writing the following assumptions will apply to any order placed with Backbone Connect. If you wish to change your order please contact your Account Manager who will be happy to help.

View Miscellaneous