Copies of any Service Level Agreement (SLA) reports /performance monitoring data received from SignVideo

1. Copies of any Service Level Agreement (SLA) reports or performance monitoring data received from SignVideo since the service was introduced in Jersey. 

2. Statistics on connectivity performance over 2025, including: 

- Number of calls attempted 

- Number of successful connections 

- Number of failed or dropped calls 

- Average connection times 

- Any other reliability or quality metrics recorded under the SLA 

​

3. Information on mechanisms for recording failures: 

- Are failed or dropped calls logged automatically by the SignVideo system? 

- Are these failures reported to Government departments in regular SLA reports? 

- What categories of failure (e.g., technical, user-side, network) are distinguished in the reporting? 

4. If failures are not noted (and I have anecdotal evidence for persistent failure, either to 

connect or with drop outs, are there any reporting mechanisms for end users to highlight 

this, and where are these found? Or are failures just invisible to the government?  

As noted in a Freedom of Information response published to www.gov.je www.gov.je​ in April 2023, the contract to provide the SignVideo service across Government of Jersey departments is managed via Employment, Social Security and Housing (ESSH, formerly Customer and Local Services (CLS)); as such, any performance measure reports would be held by ESSH.​​