Fibre Network SLA’s

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

1

MINOR

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

2

SERIOUS

Repair Time: 90% within 4 business days / 10% within 6 business 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.

1

MINOR

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

2

MAJOR

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

3

FIBRE 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.

1

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.

2

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).

3

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.

1

MINOR

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

2

MAJOR

Repaired Time: 16 Business 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

1

MINOR

Response: Next Business Day
Resolution: 24 Hours
The ISP Services are still operational but the APT Network is not operating to the APT Network Capacity, affecting the quality of the ISP Services

2

SERIOUS

Response: In the next hour on the next Business Day
Resolution: 16 Hours
ISP Services are disconnected and/or non-operational for 1 or more, but less than 30% of the Subscribers on the same APT Network

3

CRITICAL

Response: Immediate
Resolution: 8 Hours
ISP Services are disconnected and/or non-operational for more than 30% of the Subscribers on the same APT Network

*The restoration times shown below are the average times over a three-month period. Individual incidents may under extreme conditions exceed the specified restoration times.

1

RESPOND

Call Centre: 30 seconds
Priority 1: 30 Minutes
Priority 2: 30 Minutes
Priority 3: 30 Minutes
Priority 4: Next Business Day

2

RESTORE (BH)


Priority 1:
4 Hours*
Priority 2: 10 Hours*
Priority 3: Next Business Day
Priority 4: 

3

RESTORE (AH)


Priority 1:
4 Hours*
Priority 2: Next Business Day
Priority 3: Next Business Day
Priority 4:

4

RESOLVE


Priority 1:
30 Business Days
Priority 2: 30 Business Days
Priority 3: 40 Business Days
Priority 4: 20 Business Days

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.