Below are copies of the BLN3 SLA's, Terms and Conditons, Code of Connection and our Communication Plan.
What is a SLA?
SLA stands for 'Service Level Agreement' and is a contract between the service provider and the end user that defines the level of service the end user should expect to receive from the provider and any expectations the provider may have on the end user.
It is important to recognise that any 'fix times' that are stated do not mean the fault will be definitely fixed within that time frame. The period of time given is the timescale in which the supplier will endeavour to work to. Some SLA's offer service credits if the fix time is not met.
The BLN team have monthly meetings with all of the suppliers to ensure that the SLA's are being adhered to and to discuss any service improvements needed.
What does the BLN3 SLA look like?
Below are the SLA's from all of our suppliers. These are documents that you dont really need to understand (that's our job!) but they are available for you to view. A good overview of all these documents can be found in the Customer Support Plan.
Below is a copy of the BLN3 Terms and Conditions and Code of Connection. The Code of Connection outlines your responsibilities as a BLN3 customer that you must adhere to.
You may also be interested in our Customer Communication Plan.
The BLN and all of its suppliers are GDPR compliant. More information on what data we hold about you and how this is shared can be found within the BLN communication plan.
The BLN team will never access your Smoothwall reports without express prior consent from School. Any reports that are generated will be analysed by the member of the BLN team dealing with the request and then sent to school via email. Copies of reports will not be kept on the Bradford Council network.
To see a copy of the Bradford Council privacy notice which the BLN team adhere to please visit the Bradford Council website here - CBMDC Privacy Notice https://www.bradford.gov.uk/privacy-notice/