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.
