Reserved Bandwidth Contention


Domestic customers “share” the available network capacity within the domestic layer with other domestic customers according to the contention ratio specified. Commercial users “share” the available network capacity within the domestic layer with other commercial customers according to the contention ratio specified which is lower than the domestic service. Web traffic travels through our network in “time slices” with each user taking turns to send/receive data. Although these time slices are handled in fractions of a second it would be reasonable to assume that a domestic customer will experience some speed variations during peak periods as a result. The Private Network layer has sufficient capacity to ensure private network customers do not share their connection with anyone.



Traffic Priority Rating


All traffic is “queued” when it arrives at our main servers. Different types of traffic are allowed to “jump the queue”. These are services such as telephone and video calls and viewing webpages. Other services such as file downloading and file-sharing are given lower priorities. This helps us ensure that the “instant” user experience of using the internet is maintained. It must be remembered that this “queuing” occurs over milliseconds… not minutes!



Burst Rate


This is the maximum amount of time a user can access their connection at full speed before the connection drops to the “set rate” (see below) during a session (such as a download). The time allocated is averaged against connection speed achieved (and allows for any reductions due to contention at peak periods). The amount of time allocated to domestic customers, is lower than that allocated to commercial customers. Burst rate performance is still subject to variation under the terms of Reserved bandwidth Contention above. Customers with a private connection are NOT subject to burst rate management.



Set Rate (after burst)


This is the maximum speed the service is reduced to after the burst session has expired. A “session” is the amount of time it takes for the download to hit the average speeds set. Once the average speed has been maintained below the burst, then the session is re-set and the burst speed begins again. During a larger download one might expect to see the service speed burst and reduce multiple times – although this would generally be invisible to the end user. Burst rate performance is still subject to variation under the terms of Reserved bandwidth Contention above.



Static Public IP Address


This is a permanent “internet address” given to your connection. It would be important to any user wishing to use services such as VPN, security cameras or operating servers that may be accessed externally.



Engineer Call Out Guarantee


Our network is monitored 24/7 but in the unlikely event you experience a service outage requiring an engineer visit we provide call out guarantees that reflect the service layer chosen.