Bonding Service

Your monthly usage is the amount of internet data you can use every month as part of your chosen monthly plan. Unused monthly usage allowance included with your package is not rolled over.

All XCommNet routers are pre-configured with a UK public IP. This is important when you need to be recognized as browsing from the United Kingdom, e.g. when making financial transactions or watching internet TV. With mobile routers you can take your UK IP virtually anywhere.

This feature is applicable to business customers where XCommNet can assign public IP ranges to their routers e.g. /30 or /29. Below is an example of a typical configuration when using public IP subnet.

XCommNet’s VPN security is virtually unbreakable. Each network packet is divided into multiple pieces, encrypted, and sent via different channels. Even if fragments from one channel were intercepted, the data would be unreadable and unusable. Read more here.

Get email support from XCommNet by creating a support ticket.
Our normal support hours are Monday through Friday 8:00 AM to 5:00 PM Pacific Time. Please be patient for a response if your email is sent outside of these times. If you contact us on Saturday or Sunday, we’ll get back to you on Monday.

Here is our support page: https://www.xcommnet.com/support/

Get email and telephone support from XCommNet by creating a support ticket.
Our normal support hours are Monday through Friday from 9:00 AM to 6:00 PM UK Time. Please be patient for a response if you call or email us outside of these times. If you contact us on Saturday or Sunday, we’ll get back to you on Monday.

Here is our support page: https://www.xcommnet.com/support/
Office number: +44 (0) 203 773 5507

Service Level Agreement

Support hours

XCommNet provide standard support on “Normal working hours”, Monday to Friday from 9AM to 6PM excluding UK bank holidays.

Support Ticket Incident Response Time

Initial response is defined to be the first contact by a Support Engineer after the incident has been logged and a ticket generated. A status update will be communicated to the customer if the incident cannot be resolved immediately. A final follow-up with the customer occurs on the resolution date. The ticket will remain open until confirmation is received that the customer is satisfied with the resolution.

End-User acknowledges that not all P3 problems will require a workaround. XCommNet may, in its reasonable discretion, respond to a P3 problem by making the Error a feature request.

For P1 and P2 incidents, End-User shall initiate contact with XCommNet Support via telephone and indicate the probable category of the incident. For P3 incidents, End-User may email or telephone XCommNet.

An incident ticket is assigned a priority number based on the nature of the issue:

P1 – Critical

• Complete loss of service
• Initial Contact: < 2 hours
• Status Update: 2 hours
• Management Escalation: Immediate

P2 – High

• Service degradation, such as slow performance
• Initial Contact: < 12 hours
• Status Update: 12 hours
• Management Escalation: 12 hours

P3 – Low

• Errors that does not prevent the End-User from accessing a significant feature of the service or a request for information.
• Initial Contact: < 48 hours
• Status Update: 4 business days
• Management Escalation: 5 business days

XCommNet provide standard support during “Normal working hours”, Monday to Friday from 9AM to 6PM excluding UK bank holidays. We also support customers outside “Normal working hours” through this option where customers can purchase “out of hours” support credits. Please contacts us for further information.

Over the years, we’ve worked with practically every kind of business, providing unique services packages and solutions to meet the needs of everything from event organiser, construction companies, display teams, hotels, wind farms and far more. Whatever services you require for your business, there is no better choice than a solution designed around your specific needs.