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FAQ

How do I access traffic graphs?

If you are one of the nominated contacts for the service you will have access to the Pulsant customer area. The traffic graphs are viewable under the particular service.

How does Pulsant monitor my line?

We use a system called Nagios which continually monitors the status of your EFM line, 24 hours a day, 7 days a week. If we detect a problem with the line we will be able to start diagnostics of the service. We will then contact your technical representative.

What speeds are available?

Our EFM service is available at speeds of up to 5 or 10mbps. Actual speed delivered is dependant on length and quality of LLU copper between customer premises and local BT exchange.

My line appears to be down. How can I check this and what to do?

A simple check is to run a traceroute or ping to one of our nameservers – ns0.pulsant.co.uk for example. If this test fails give our 24 hour support line a call on 0845 11 99 999. The line will be monitored by Pulsant and we will be aware if the line is not in service.

How long does it take to provision a new EFM service?

There is a minimum 20 working day lead-time on new EFMs.

What is the SLA for this service?

Firstly there is a 30 minute initial response time SLA for new faults, and we endeavour to have a fix in place within 4 hours. These time frames are dependant on site access availability.

In addition to this we also provide a 99.87% uptime guarantee with a pro rata rebate should we fail to meet it