General Connectivity Terms:
All Packages are subject to change at any time without notice; All Orders Subject to Survey and Subject to Internal Capacity Checks. Excess Construction Charges and Expedition Charges may be applicable but will be quoted prior to Completion and commencing Minimum Contract Terms.
You can upgrade your services at any time (excluding Custom Leased Line / Bearer Services) with effect from 1st of the Following Month (Minimum 7 Days Notice Required); Etherline (Non Pro) services are subject to a 90 Day Rolling Contract in addition to any terms in your lease agreement
All EtherLine Pro Services are subject to a 12 Month Contract in addition to any terms in your lease agreement
All DBV LeasedLine and LeasedLine UltraBurst are subject to a 36 month contract in addition to any terms in your lease agreement. DBV Custom LL / Bearer Services are subject to Special Terms and Contract that is separate from your lease agreement terms and conditions.
A £50 activation fee will be applicable for New Connections and any changes including Custom IP, Package or Speed Changes on Non-Dedicated Services. If any router changes are required then additional engineer charges will be quoted.
Any diagnostic / support provided for anything beyond your de-marcation point (such as Firewall, Devices, Switches, Cables) will be chargeable
Diagnostic for Third Party Services and Diagnostic for Third Party Supplied VOIP Services will also be chargeable.
We will attempt to remedy any faults remotely where possible. If the remote diagnostic tests conclude No Fault Found and Internet Traffic is seen this will be a chargeable engineer visit if an Engineer is demanded. Where the remote diagnostic tests conclude a Potential Fault and an Engineer is sent the connection will be tested and repaired using our own test / diagnostic equipment to demonstrate and test performance. Any works beyond a conclusive test and performance demonstration using our equipment will be chargeable including but not limited to Logging into a Router / Firewall / Server whether changes are made or not. We may decide at our discretion to perform a SpeedTest/Diagnostic Test from a PC within your network to compare results however our Equipment will be the deciding result for any Fault Conclusion.
^ - DBV Flexiline allows you to change the upload and download speeds to suit your business within your bandwidth allocation; We will allow you to reallocate your bandwidth so you can focus your bandwidth in the direction which is most important in chunks of 10mbps to a Maximum of 80% in a Particular Direction. So a 100mbps Flexline could be split into 80Mbps Download 20Mbps Upload or 20Mbps Download 80Mbps Upload.
* - Please note that minimum speeds and CDR Ratings apply to our Link to the Internet and within the DBV Network. Any external factors such as Devices, Router Limitations, General Internet Congestion and external factors do not apply to this Service Level Agreement. We use a diagnostic calculation to allow 11% for Encapsulation, TCP/IP / General Overhead etc. So for this reason a fault will only be investigated if the throughput is less than 89% of the Minimum Network Speed Guarantee, These figures are subject to change and based on default values as stated on packages, If you request any speed changes using FlexiLine. A custom figure will be quoted at time of the request; We recommend using a Physically Separate Network and using a Dedicated Bandwidth Connection (Such as our DBV Mini Etherline for Voice Connections Service) for your Voip Services, 20 Simultaneous Calls is based on 2 Mbps Download and 2Mbps Upload based on assumption that a call is using 64Kbps G711a Codec; Which is the most common form of Codec in use for Voip Systems and Trunks. Our Packages are provided for General Internet Access. Any bandwidth used above the Dedicated Bandwidth Rate (CDR) will be carried at risk of discard under congestion
General IP Allocation Terms:
I understand that IPV4 and IPV6 IP Addresses are provided on a Best Effort basis and No Compensation and Notice Period would be Guaranteed in the case of an IP Change and/or Revocation.
I also understand that DHCP assignment would be assumed , If a Static Subnet Routing is required I understand that routing changes would be given with as little as 24 hours notice to require changes to Broadcast, Subnet Masks and Gateways. We may sometimes request to provide a NETMAP IP Address (Where it is Publicly mapped to an Internal Private Router IP Address) These would fully function as a Static IP on Inbound and Outbound Traffic but allows us to recover some IP space for use for other uses.
I understand that Dunston Business Village provide a Resilient Failover use and in these scenarios it may not be possible in an emergency / outage scenario to maintain a Static IP Address with the Aim of Providing a Continued service for Internet rather than Static for Server and VPN Use ETC.
IP Address charges may change from time to time subject to Wholesale Costs.