- The UK analogue phone network retires on 31 January 2027.
LEGAL INFORMATION
May 2026
Terms of business and service level commitments for EA Systems customers.
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Terms of Business · Service Level Agreement
In this agreement:
“Act” means the Telecommunications Act 2003 and any amendments or subsequent substitutions.
“EA SYSTEMS AND SUPPORT LTD” means EA SYSTEMS AND SUPPORT LTD.
“Direct Debit” means any request(s) for payment via bank direct debit.
“Customer” means the customer detailed overleaf/on the service order.
“Equipment” means any hardware or products supplied by EA SYSTEMS AND SUPPORT LTD.
“Minimum Term” means 30 days from the Commencement Date or as otherwise prescribed on the Customer’s contract.
“Services” means the provision of telecom services, licences, and/or Equipment.
“Data Protection Legislation” means the UK GDPR and the Data Protection Act 2018.
2.1 EA SYSTEMS AND SUPPORT LTD shall provide the Customer with requested Services and Equipment.
2.2 The Customer is responsible for the safe keeping and proper use of Equipment.
2.3 Customer apparatus must conform to Act standards; EA SYSTEMS AND SUPPORT LTD may refuse connection if apparatus is deemed unsafe or likely to impair service quality.
2.4 Services must not be used for defamatory, offensive, abusive, or fraudulent purposes.
2.5 Title of Goods: Title to hardware remains with EA SYSTEMS AND SUPPORT LTD until paid for in full.
2.6 Software: Software provided is licensed, not sold. This licence terminates automatically upon termination of this agreement. The Customer is responsible for data back-ups.
3.1 Inclusive Onsite Support: Onsite technical support is included in the licence fee only where the Customer pays the Full Standard Price for the EAS-y Hosted Telephony Licence.
3.2 Chargeable Call-Outs: For any licences provided at a discount, promotional rate, or subsidy, onsite support is not included.
3.3 If a fault cannot be cleared over the phone or via online remote access, a physical call-out will be required. For non-full-price licences, these call-outs will be chargeable at EA SYSTEMS AND SUPPORT LTD’s standard prevailing rates.
3.4 Maintenance work resulting from Customer act or omission, or found to be unnecessary, will be chargeable regardless of licence tier.
4.1 Both parties shall comply with all applicable requirements of the Data Protection Legislation.
4.2 EA SYSTEMS AND SUPPORT LTD acts as a Data Processor and the Customer acts as the Data Controller.
4.3 Data Breach Notification: EA SYSTEMS AND SUPPORT LTD shall notify the Customer without undue delay, and in any event within 72 hours, upon becoming aware of a personal data breach relating to the Services.
4.4 We shall process personal data only on the written instructions of the Customer unless required to do otherwise by law.
5.1 This agreement continues for the Minimum Term and thereafter until terminated by either party giving 30 days prior written notice.
5.2 EA SYSTEMS AND SUPPORT LTD may terminate immediately for suspected fraud, non-payment, or breach of material terms.
5.3 If the Customer terminates before the expiry of the Minimum Term, they shall be liable for loss of revenue based on an average of the last 6 months’ bills for the remainder of the term.
6.1 The Customer shall allow EA SYSTEMS AND SUPPORT LTD reasonable access to premises for installation and maintenance.
6.2 Work will be carried out during normal working hours. Work requested outside these hours will incur additional charges.
7.1 Charges and budget plan payments are due monthly by Direct Debit.
7.2 If a Direct Debit is cancelled or returned unpaid, EA SYSTEMS AND SUPPORT LTD will apply standard usage charges and an Administration fee of £25.00.
7.3 Late payments accrue interest at 7% per annum above the Barclays base rate.
7.4 The Customer is liable for the cost of any fraudulent calls made through their system.
8.1 Nothing excludes liability for death or personal injury caused by negligence.
8.2 Neither party shall be liable for loss of business, data, profits, or any indirect/consequential loss.
8.3 Total aggregate liability is limited to £1,000,000.
8.4 EA SYSTEMS AND SUPPORT LTD is not responsible for charges incurred if the Customer voluntarily diverts traffic to another carrier during a service failure.
9.1 EA SYSTEMS AND SUPPORT LTD reserves the right to change terms with 14 days’ notice. Continued use of the Service constitutes acceptance.
9.2 This document constitutes the entire agreement between the parties.
Technical support is provided during our standard Working Hours:
Monday to Friday: 09:00 to 17:00
Exclusions: Saturdays, Sundays, and UK Bank Holidays.
We categorise faults into two main levels to ensure critical issues are addressed with the highest priority. “Response Time” refers to the time taken to begin remote diagnostics or attend the site physically.
Priority 1 (Critical)
Total Loss of Service: The Customer is unable to make or receive any calls across the entire hosted platform.
Target Response/Attendance: 4 Working Hours
Priority 2 (Standard)
Partial Fault / Feature Issue: Individual handset failure, crackling on lines, or specific feature issues (e.g., Voicemail not working).
Target Response/Attendance: 16 Working Hours
Faults must be reported via our official support line 01202 614061 or emailed to info@ea-systems.co.uk
The “Clock” for the SLA begins at the moment the ticket is logged by EA SYSTEMS AND SUPPORT LTD.
Customers must provide a point of contact who is available to grant access to the site or perform basic troubleshooting (e.g., power-cycling a router) as directed.
Remote Diagnostics: We will always attempt to resolve the fault remotely first to ensure the fastest possible recovery.
Site Attendance: If remote resolution is not possible, we will attend the site within the timeframes stated above.
Licence Condition: Please refer to the Terms of Business (Section 3) regarding whether the onsite visit is inclusive or chargeable based on your EAS-y Hosted Telephony Licence tier.
The SLA timeframes do not apply in the following circumstances:
Faults caused by the Customer’s Internet Service Provider (ISP) or local area network (LAN).
Power outages at the Customer’s premises.
Issues caused by third-party hardware not supplied by EA SYSTEMS AND SUPPORT LTD.
“Force Majeure” events (e.g., extreme weather, national network outages).
