Fibre Network SLA’s

MetroFibre will only issue credit should the customer be down for a period of 19 days per a year.

SERIOUS FAULT

Repair Time: 90% within 4 business days / 10% within 6 business days
Business Hours: 08:00 – 18:00, Monday to Friday

MINOR FAULT

Repair Time: Within 4 days
Business Hours: 08:00 – 18:00, Monday to Friday

Requests for Credit for downtime will be addresses with Octotel on a case by case scenario dependant on period and severity.

MINOR FAULT

Response Time: 8 Hours
Repaired Time: 26 hours
Business Hours: 08:00 and 17:00, Monday to Saturday

MAJOR FAULT

Response Time: 4 Hours
Repaired Time: 18 hours
Business Hours: 08:00 and 21:00, Monday to Sunday

FTTH SPEED

Home services have a 10:1 line speed guarantee

Frogfoot guarantees next business day resolution for any valid faults logged.
Access service availability guarantees not available on this service.
Frogfoot guarantees a contention ratio of no more than 10:1 on any access services.

SEVERITY 1 – CRITICAL

Effect on Link: Link is down with critical impact to processes and performance.
Symptoms: Primary link; Backhaul; Core or ENNI link is down, Fibre Optic cable network is down and not functional.

SEVERITY 2 – HIGH

Effect on Link: Degradation of service with decreased processes and performance. The fault is impacting customer services.
Symptoms: Slow connection speeds, link flapping or intermittent, aggregation down, access down or diverse service affected (backup path).

SEVERITY 3 – MODERATE

Effect on Link: Minimal impact on services and performance
Symptoms: Change request; maintenance, Intermittent errors or Fibre cutovers. The service degradation or change request related to downtime is expected and has been planned for, or has been mitigated through a work around.

Annual availability for the Network are divided into two levels based on the nature of the faults as per below:

Major faults: faults that cause a service disruption and the Subscribers service is unavailable

Minor faults: faults that cause a service impairment in the quality of Subscribers’s service. With minor faults the Subscribers’s service remains connected, operational and usable but is not performing within the agreed quality parameters.

MAJOR FAULT

Repaired Time: 16 Business Hours
Business Hours: 07:00 – 18:00, Monday to Friday

MINOR FAULT

Repaired Time: 48 Busines Hours
Business Hours: 07:00 – 18:00, Monday to Friday

No credits to be issued from Vumatel for third party downtime or failure to meet SLA.

1

RESPOND

30 Seconds  /  30 Minutes
Access to an appropriate technician
30 minutes
25% OF SLA

2a

RESTORE (BH)

Fibre Optic network restored to full operation (temporary included)
48 hours
50% OF SLA

2b

RESTORE (AH)

Fibre Optic network restored to full operation (temporary included)
48 hours
75% OF SLA

4

RESOLVE

Fault condition cleared on a permanent basis
14 days
100% OF SLA

Services on the SADV network is Best Effort. Credit can be request dependent on the severity of the duration of outage.

Best Effort SLA , Evotel will endeavour to repair fibre breaks in the shortest lead time .

Best effort SLA.

Best effort SLA, no numerical commitments are made with respect to the packet loss or delay,

No credits to be issued from Netstream. Best effort FTTH SLA.