SUPPLIER SLA’S –
FTTH
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
Severity Level 3
Severity Level 2
Severity Level 1
Description
Major outage affecting all clients on the network
Medium outage affecting a cluster of clients within the network
Minor outage affecting single users
Response Times:
Severity Level
Severity Level 3
Severity Level 2
Severity Level 1
Time to Respond
2 Hours
2 Hours
2 Hours
Time to Attend
4-6 Hours
8-24 Hours
24-72 Hours
MetroFibre
Service Level
Maximum Time To Repair
Service Times
Days
Serious Faults
90% within 4 business days / 10% within 6 business days
08:00-18:00
Monday to Friday / Excluding Public Holidays
Minor Faults
Within 4 business days
08:00-18:00
Monday to Friday / Excluding Public Holidays
INSTALLATIONS & ACTIVATIONS
Installation after PO
Activation (after ONT has been installed and provided the complex is live and in production)
Minor Faults
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.
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:
Mean Time to Restore (MTTR):
Backbone Fibre
- 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.
Waterfall backbone routes between MMR and residential Estates48 hours
Severity 2
Backbone Fibre
Examples:
Mean Time to Restore (MTTR):
Residential Estates – Distribution Network Fibre
- 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
Waterfall Residential Estates72 hours
Severity 3
Backbone Fibre
Examples:
Mean Time to Restore (MTTR):
Residential Estates – Distribution Network and Last Mile Fibre
- 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
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.
Service Level
Call Centre (answer phone)
Contractual Incident Priority
1
2
3
4
RESPOND
30 Seconds
Access by phone to an appropriate contractor within the following times:
60 minutes
60 minutes
60 minutes
4 Hours
RESTORE – Business Day
Within 4 business days
The Fibre Optic Cable Network restored to full operation, temporarily if necessary
8 hours*
8 hours*
12 hours
_
Minor Faults
_
The Fibre Optic Cable Network restored to full operation temporarily if necessary
8 hours*
8 hours*
12 hours
_
Minor Faults
_
The fault condition cleared on a permanent basis within the following times
5 Business Days
5 Business Days
5 Business Days
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
MTTx
Residential GPON Service
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
Service Level
RESIDENTIAL
MTT Response
4 Hours
MTT (install) days #1
14
Availability (Core Network)
99.50%
MTT (Restore) [Temporary] Business days/hours
2 days
MTT (Restore) [Temporary] All other days/hours
5 Business Days
MTTR [Permanent]
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
Annual availability
_
Major faults
Minor faults
_
Major faults
Minor faults
FTTH
Best effort
MEAN TIME TO REPAIR
16 business hours
48 business hours
SERVICE TERMS
Monday to Friday
07:00-18:00Weekends
24/7 standby
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
Call answer on Help Desk
Acknowledgement
Response time to field incident
Resolution Time
Service Times
Operating Hours on Help Desk Support
CRITICAL – more than 50 homes affected
30 Seconds
10 minutes
4 hours
4 hours
24/7/365
Monday to Sunday
4/7/365
SERIOUS – less than 50 homes affected
30 Seconds
20 minutes
4-6 hours
4-6 hours
24/7/365
Fault logging and monitoring
OTHER – a single customer service outage
30 Seconds
30 minutes
12 hours
24-36 hours based on appointment
24/7/365
_
Lightstruck
Service Availability Hours
General Service availability hours (excl Sat, Sun and Public Holidays)
General Service availability hours (Sat, Sun, Public Holidays)
Logging of Priority 1 incidents
Logging of Priority 2 incidents
Logging of all incidents not classified as Priority 1 or 2 (excl Sat, Sun and Public Holidays)
_
08:00-17:00
N/A
08:00-17:00
08:00-17:00
08:00-17:00
Remote Response Times *
Priority 1 incidents
Priority 2 incidents
All incidents not classified as Priority 1 or 2
_
8 Hrs
8 Hrs
16 Hrs
Time to Restore *
Priority 1 incidents
Priority 2 incidents
All incidents not classified as Priority 1 or 2
_
24 Hrs
24 Hrs
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
Critical Fault
Serious Fault
Minor Fault
Description
ISP Services are disconnected and/or non-operational for more than 30% of the Subscribers on the same APT Network
ISP Services are disconnected and/or non-operational for 1 or more, but less than 30% of the Subscribers on the same APT Network
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
Responses Required
Immediate
In the next hour or the next Business Day
Next Business Day
Resolution Time
4 hours
8 hours
16 hours
Zoom Fibre
- Installation – 5 to 7 business days (dependant on client availability)
- Support – 90% within 4 business days