Supplier SLA’s – FTTH
Read More

As of December 2019

Please note that Home-Connect is dependant on the open access provider’s infrastructure to deliver the internet bandwidth, should there be a fault with the Open Access Provider Infrastructure Home-Connect will liaise directly with the providers to ensure customer’s links are restored and Home-Connect will endeavours to ensure our customer’s experience minimum service interruption.

Octotel

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.

Openserve

Openserve SLA Best Effort service, no credits will be issued for downtime. 

Vumatel

The Vumatel FTTH product does not have a punitive SLA as it is a best effort service.

We do however endeavour to resolve incidents logged within 5 working days dependent on the workload and level of complexity.

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

Balwin Fibre

FTTH Service Level Definitions

Service levels for the FTTH Network are divided into three levels based on the nature of the faults:

Severity Level Description
Severity Level 3 Major outage affecting all clients on the network
Severity Level 2 Medium outage affecting a cluster of clients within the network
Severity Level 1 Minor outage affecting single users

Response Times:

Severity Level Time to Respond Time to Attend
Severity Level 3 2 Hours 4-6 Hours
Severity Level 2 2 Hours 8-24 Hours
Severity Level 1 2 Hours 24-72 Hours

MetroFibre

Service Level Serious Faults Minor Faults
Maximum Time To Repair 90% within 4 business days / 10% within 6 business days Within 4 business days
Service Times 08:00-18:00 08:00-18:00
Days Monday to Friday / Excluding Public Holidays Monday to Friday / Excluding Public Holidays
INSTALLATIONS & ACTIVATIONS
Installation after PO Access Builds: 90% within 15 – 18 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 21 business days.

ONT Installations: 90% within 5 – 10 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 and that the specified address has been fitted with fibre infrastructure prior to acceptance of the order.

10% within 15 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.

Waterfall Access Networks

SLA – FTTH Best Effort

24x7x365 Support Desk – Fault logging

• Emergency after-hour – standby FST available for Severity 2 and Severity 1 incidents.

• 07h00- 21h00 for residential developments for Severity 2 and Severity 1 incidents only. (See tables below)

Severity 1 Backbone Fibre
Examples:
  • Any Fibre breaks affecting the backbone routes between MMR  and MMR, as well as MMR to land parcel or cell phone tower.
  • Any Fibre deterioration of services on the backbone affecting the quality of service or readings outside prescribed power loss budget.
Mean Time to Restore (MTTR): Waterfall backbone routes between MMR and residential Estates48 hours
Severity 2 Residential Estates – Distribution Network Fibre
Examples:
  • Any Fibre breaks in residential causing the loss of service and affecting more than 9 homes
  • Any Fibre related deterioration of services inside, affecting the quality  of service or readings outside the prescribed power loss specifications of more than 10 – 50 homes
  • Any systems related failure affecting more than 10 – 50 homes
  • Any power related outages
Mean Time to Restore (MTTR): Waterfall Residential Estates72 hours
Severity 3 Residential Estates – Distribution Network and Last Mile Fibre
Examples:
  • Any Fibre breaks in residential causing the loss of service and affecting more than 9 homes
  • Any Fibre related deterioration of services inside, affecting the quality  of service or readings outside the prescribed power loss specifications 1 – 9 homes
  • Any systems related failure affecting more than 1 – 9 homes
Mean Time to Restore (MTTR): Waterfall EstatesBest Effort

FrogFoot

Best Effort FTTH service 

Frogfoot Network service availability guarantee of 99%.

  • Access service availability guarantees not available on this service.
  • Link redundancy not available on these services.

Dark Fibre Africa

Incident Severity Breakdown
Frogfoot has defined 3 classes of severity. See table below for the class breakdown.

RESPOND RESTORE – Business Day RESTORE – After Hours RESOLVE
Call Centre (answer phone) 30 Seconds
Contractual Incident Priority Access by phone to an appropriate contractor within the following times: The Fibre Optic Cable Network restored to full operation, temporarily if necessary The Fibre Optic Cable Network restored to full operation temporarily if necessary The fault condition cleared on a permanent basis within the following times
1 60 minutes 8 hours* 8 hours* 5 Business Days
2 60 minutes 8 hours* 8 hours* 5 Business Days
3 60 minutes 12 hours 12 hours 5 Business Days
4 4 Hours 5 Business Days

DFA will not issue credit for downtime, however they will endeavour to meet response and SLA to resolve.

Polo fields

Response Times Product Residential GPON Service
MTTx Mean Time to Acknowledge: 24 Hours
Mean Time to Detect: 48 Hours
Mean Time to Repair/Restore: 72 Hours

Polo fields Requests for Credit for downtime will be addresses with Polo fields on a case by case scenario dependent on period and severity.

SA Digital Villages

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

Netstream

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

Century City Connect

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

Best Effort

Response – Next Business Day (NBD)

Resolution – 48 hours

MTN Fibre

Best effort SLA.

Link Africa

Link Business – 12hours SLA

Link Broadband – 48 hour SLA

DNA Tel

Service Levels

Hours of operation 24 x 7 x 365
Fault reporting 24 x 7 x 365

MTT Response MTT (install) days #1 Availability (Core Network) MTT (Restore) [Temporary] Business days/hours MTT (Restore) [Temporary] All other days/hours MTTR [Permanent]
RESIDENTIAL 14 99.50% 2 days 2 days 5 business days

Mean time to install (in calendar days) assumes landlord permission and inside plant plan authorisation is available. While every effort will be made to get landlord sign-off on any inside plant plan, the MTTI clock will not include undue delays by the landlord in signing the inside plant plan.

Boleng Fibre

Service Type FTTH
Annual availability Best effort
MEAN TIME TO REPAIR
Major faults 16 business hours
Minor faults 48 business hours
SERVICE TERMS
Major faults Monday to Friday
07:00-18:00Weekends
24/7 standby
Minor faults Monday to Friday
07:00-18:00Weekends
none

Annual availabilty 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.

Evotel

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

Celerity

SERVICE LEVEL CRITICAL – more than 50 homes affected SERIOUS – less than 50 homes affected OTHER – a single customer service outage
Call answer on Help Desk 30 Seconds 30 Seconds 30 Seconds
Acknowledgement  10 minutes 20 minutes 30 minutes
Response time to field incident 4 hours 4-6 hours 12 hours
Resolution Time 4 hours 4-6 hours 24-36 hours based on appointment
Service Times 24/7/365 24/7/365 24/7/365
Operating Hours on Help Desk Support Monday to Sunday
4/7/365		 Fault logging and monitoring

Lightstruck

Service Availability Hours
General Service availability hours (excl Sat, Sun and Public Holidays) 08:00-17:00
General Service availability hours (Sat, Sun, Public Holidays) N/A
Logging of Priority 1 incidents 08:00-17:00
Logging of Priority 2 incidents 08:00-17:00
Logging of all incidents not classified as Priority 1 or 2 (excl Sat, Sun and Public Holidays) 08:00-17:00
Remote Response Times *
Priority 1 incidents 8 Hrs
 Priority 2 incidents 8 Hrs
All incidents not classified as Priority 1 or 2 16 Hrs
On Site Response Times *
Priority 1 incidents 16 Hrs
 Priority 2 incidents 16 Hrs
All incidents not classified as Priority 1 or 2 24 Hrs
Time to Restore *
Priority 1 incidents 24 Hrs
 Priority 2 incidents 24 Hrs
All incidents not classified as Priority 1 or 2 48 Hrs

Rise Telecoms

Severity 1:

Fibre Optic  Canble Network down and not functional.

Severity 2:

Fibre Optic Cable Network active but the use thereof severly impacted.

Severity 3:

Fibre Optic Cable Network problem but can be circumvented.

Vodacom

Best effort FTTH SLA. 

Link Layer

Severity level Description Responses Required Resolution Time
Critical Fault ISP Services are disconnected and/or non-operational for more than 30% of the Subscribers on the same APT Network Immediate 4 hours
Serious Fault ISP Services are disconnected and/or non-operational for 1 or more, but less than 30% of the Subscribers on the same APT Network In the next hour or the next Business Day 8 hours
Minor Fault 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 Next Business Day 16 hours

Zoom Fibre

  • Installation – 5 to 7 business days (dependant on client availability)
  • Support – 90% within 4 business days