|Service Level||Serious Faults||Minor Faults|
|Maximum Time To Repair||90% within 4 business days / 10% within 6 business days||Within 4 business days|
|Days||Monday to Friday / Excluding Public Holidays||Monday to Friday / Excluding Public Holidays|
|INSTALLATIONS & ACTIVATIONS|
|Installation after PO||90% within 15 business days of receipt and acceptance of a complete and accurate order, provided that the fibre within the target complex has officially been handed over to MFN Network Operations. 10% within 18 business days|
|Activation (after ONT has been installed and provided the complex is live and in production)||Within 4 business days|
MetroFibre will only issue credit should the customer be done for a period of 19 days per a year.
|Respond||Restore Business Day||Restore After Hours||Resolve|
|Contact Centre: Calls, Emails acknowledged||30 Seconds / 30 Minutes|
|Incident Priority||Access to an appropriate technician||Fibre Optic network restored to full operation (temporary included)||Fibre Optic network restored to full operation (temporary included)||Fault condition cleared on a permanent basis|
|1||30 minutes||48 hours||48 hours||14 days|
|ELAPSED TIME||25% OF SLA||50% OF SLA||75% OF SLA||100% OF SLA|
No credits to be issued from Vumatel for third party downtime or failure to meet SLA.
FTTH Last Mile Minor faults: repaired within 26 hours between 9:00 and 17:00 Monday to Saturday
FTTH Last Mile Major faults (problem effects multiple customers): repaired within 18 hours between 8:00 and 21:00 Monday to Sunday
Requests for Credit for downtime will be addresses with Octotel on a case by case scenario dependant on period and severity.
Incident Severity Breakdown
Frogfoot has defined 3 classes of severity. See table below for the class breakdown.
|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 – requires
|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.|
Incident Response Times
|RESPOND and UPDATES||RESTORE – In Business Hours||RESOLVE|
|Support via phone||30 seconds|
|Incident Priority||Frogfoot access by phone to a contractor within the following times:||The Fibre Optic Cable Network restored to full operation, temporarily if necessary:||The fault condition cleared on a permanent basis within the following times|
|Severity 1||30min and there after every hour until resolution||8 Hours||5 Business Days|
|Severity 2||1 Hour||8 Hours||5 Business Days|
|Severity 3||30min and there after every hour until resolution||8 Hours||5 Business Days|
Credit requests on ad-hoc basis depending on the nature of the downtime and SLA.
SA Digital Villages
Services on the SADV network is Best Effort. Credit can be request dependent on the severity of the duration of outage.