SUPPLIER SLA’S –
FTTB
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
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
Best Effort service
SA Digital Villages
Services on the SADV network is Best Effort. Credit can be request dependent on the severity of the duration of outage.
Open Fibre
Service Type
_
_
Major Faults
Minor Faults
_
Major Faults
Minor Faults
5 – 10Mbps
Best Effort
MTTR (mean time to respond)
Next Business Day
48 Business Hours
Service Terms
Monday to Friday
07:00 – 18:00
Weekends
(24/7 Standby)
Monday to Friday
07:00 – 18:00
Weekends
(none)
20Mbps – 1000Mbps
99.5%
MTTR (mean time to respond)
4-8 Business Hours
24 Business Hours
Service Terms
Monday to Friday
07:00 – 18:00
Weekends
(24/7 Standby)
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
Service Levels
Hours of operation 24 x 7 x 365
Fault reporting 24 x 7 x 365
Service Level
Business Gold
Severity 1 (not functional)
Severity 2 (Active but not impacted)
Severity 3 (Problem can be circumvented)
Severity 4 (Query)
Enterprise
Severity 1 (not functional)
Severity 2 (Active but not impacted)
Severity 3 (Problem can be circumvented)
Severity 4 (Query)
MTT
Response
30 mins
1 Hr
1 Hr
1 Hr
24 Hrs
30 mins
30 mins
30 mins
30 mins
30 mins
MTT (install)
days #1
7
_
_
_
_
3
_
_
_
_
Availability (Core Network)
99.50%
_
_
_
_
99.50%
_
_
_
_
MTT (Restore) [Temporary] Business days/hours
_
12 Hrs
18 Hrs
24 Hrs
36 Hrs
_
4 Hrs
6 Hrs
8 Hrs
12 Hrs
MTT (Restore) [Temporary] All other days/hours
_
18 Hrs
24 Hrs
36 Hrs
48 Hrs
_
6 days
8 days
12 Hrs
12 Hrs
MTTR [Permanent]
_
5 business days
5 Business Days
5 Business Days
10 business days
_
5 Business Days
5 Business Days
5 Business Days
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.
Zoom Fibre
- Installation – No SLA. Dependant on network availability
- Support – 2 business days