Please note that Intense Broadband 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 Intense Broadband will liaise directly with the providers to ensure customer’s links are restored and Intense Broadband will endeavour to ensure our customer’s experience minimum service interruption.
All systems up and running
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 SLA Best Effort service, no credits will be issued for downtime.
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.
FTTH Service Level Definitions
Service levels for the FTTH Network are divided into three levels based on the nature of the faults:
|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|
|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|
|Service Level||Serious Faults||Minor Faults|
|Maximum Time To Repair||90% within 4 business days / 10% within 6 business days||Within 4 business days|
|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|
|Mean Time to Restore (MTTR):||Waterfall backbone routes between MMR and residential Estates48 hours|
|Severity 2||Residential Estates – Distribution Network Fibre|
|Mean Time to Restore (MTTR):||Waterfall Residential Estates72 hours|
|Severity 3||Residential Estates – Distribution Network and Last Mile Fibre|
|Mean Time to Restore (MTTR):||Waterfall EstatesBest Effort|
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.
|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.
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.
Response – Next Business Day (NBD)
Resolution – 48 hours
Best effort SLA.
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.
|Annual availability||Best effort|
|MEAN TIME TO REPAIR|
|Major faults||16 business hours|
|Minor faults||48 business hours|
|Major faults||Monday to Friday
|Minor faults||Monday to Friday
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.
Best Effort SLA , Evotel will endeavour to repair fibre breaks in the shortest lead time .
|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|
|Operating Hours on Help Desk Support||Monday to Sunday
|Fault logging and monitoring|
|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|
Fibre Optic Canble Network down and not functional.
Fibre Optic Cable Network active but the use thereof severly impacted.
Fibre Optic Cable Network problem but can be circumvented.
Best effort FTTH SLA.