Understanding our service terms

Your Exascale service agreement explains what you’re ordering, how it is delivered and the responsibilities on both sides. Read it alongside the order summary and any service-specific schedule before you confirm.

Check the terms for your service

Review the minimum term, monthly and one-off charges, billing arrangements, cancellation conditions and equipment responsibilities. Broadband, voice and dedicated business connectivity can have different terms; the agreement for your own order is the relevant reference.

Understand support and service commitments

Support hours, response or restoration targets, availability commitments and any service credits depend on the product and agreed service level. Do not assume an uptime percentage or credit entitlement applies to every Exascale service. Check the applicable service schedule and SLA for the exact commitments and claim process.

Find the documents you need

Read our terms of service and service level information, together with the documents supplied for your order. If you need help understanding a term, contact Exascale and we’ll explain it.

Continue with the right guide

For the practical next step, read What is a Service Level Agreement (SLA)? and Your rights and responsibilities.