Supplier SLA's - FTTB
[/split_line_heading]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
[/split_line_heading]FTTB Last Mile faults: repaired within 12 hours between 8:00 and 21:00 Monday to Sunday
FTTB / Business services have a 4:1-line speed guarantee
Openserve
[/split_line_heading]Best Effort service
SA Digital Villages
[/split_line_heading]Services on the SADV network is Best Effort. Credit can be request dependent on the severity of the duration of outage.
Open Fibre
[/split_line_heading]Major Faults – 8 Business Hours,
Monday to Friday 7am-6pm
Weekends – 24/7 Standby
Minor Faults- 24 Business Hours,
Monday to Friday 7am-6pm
Weekends – None
| Service Type | 5 – 10Mbps | 20Mbps – 1000Mbps |
|---|---|---|
| Best Effort | 99.5% | |
| MTTR (mean time to respond) | MTTR (mean time to respond) | |
| Major Faults | Next Business Day | 4-8 Business Hours |
| Minor Faults | 48 Business Hours | 24 Business Hours |
| Service Terms | Service Terms | |
| Major Faults | Monday to Friday 07:00 – 18:00 Weekends (24/7 Standby) |
Monday to Friday 07:00 – 18:00 Weekends (24/7 Standby) |
| Minor Faults | Monday to Friday 07:00 – 18:00 Weekends (none) |
Monday to Friday 07:00 – 18:00 Weekends (none) |
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 unusable.
Minor faults: faults that cause service impairment in the quality of Subscriber’s service. With minor faults the Subscriber’s service remains connected, operational and usable but is not performing within the agreed quality parameters.
Availability
Unavailable time is calculated as the longer of the following periods:
- From the time when a critical or serious fault is reported to OPEN FIBRE to the time when the fault is corrected; or
- From the time when OPEN FIBRE network monitoring detected a critical or serious fault to the time the fault is corrected
- A Service outage caused by the INTERNET SERVICE PROVIDER or SUBSCRIBER, and outages caused by a FORCE MAJEURE EVENT is not considered unavailable time.
- Should OPEN FIBRE not be able to access the premises this time lost will be deducted from the outage time.
DNA Tel
[/split_line_heading]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] | |
|---|---|---|---|---|---|---|
| Business Gold | 30 mins | 7 | 99.50% | |||
| Severity 1 (not functional) | 1 Hr | 12 Hrs | 18 Hrs | 5 business days | ||
| Severity 2 (Active but not impacted) | 1 Hr | 18 Hrs | 24 Hrs | 5 business days | ||
| Severity 3 (Problem can be circumvented) | 1 Hr | 24 Hrs | 36 Hrs | 5 business days | ||
| Severity 4 (Query) | 24 Hrs | 36 Hrs | 48 Hrs | 10 business days | ||
| Enterprise | 30 mins | 3 | 99.50% | |||
| Severity 1 (not functional) | 30 mins | 4 Hrs | 6 days | 5 business days | ||
| Severity 2 (Active but not impacted) | 30 mins | 6 Hrs | 8 days | 5 business days | ||
| Severity 3 (Problem can be circumvented) | 30 mins | 8 Hrs | 12 Hrs | 5 business days | ||
| Severity 4 (Query) | 30 mins | 12 Hrs | 12 Hrs | 10 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.