Last updated: 29 May 2019

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Uptime

Metro Network: 99.8% uptime on the backbone from Teraco to the Service Area
Service Area Network: 99.8% uptime on the area distribution network

FTTH Last Mile Minor faults
(Problem effects single unit)

Response Time: 8 hours
Repaired Time: 26 hours
Business Hours: 8:00 – 17:00, Monday to Saturday

FTTH Last Mile Major faults
(problem effects multiple customers)

Response Time: 4 hours
Repaired Time: 18 hours
Business Hours: 8:00 – 21:00, Monday to Sunday

FTTH Speed

Home services have a 10:1 line speed guarantee

FTTB Last Mile faults

Response Time: 4 hours
Repaired Time: 12 hours
Business Hours: 8:00 – 21:00, Monday to Sunday

FTTB Speed

Business services have a 4:1 line speed guarantee

Requests for Credit for downtime will be addresses with Octotel on a case by case scenario dependant on period and severity.


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Frogfoot Service Level Agreement

  • Frogfoot guarantees next business day resolution for any valid faults logged.
  • Access service availability guarantees not available on this service.
  • Frogfoot guarantees a contention ratio of no more than 10:1 on any access services.

Severity 1 – Critical

Effect on Link: Link is down with critical impact to processes and performance.
Symptoms: Primary link; Backhaul; Core or ENNI link is down, Fibre Optic cable network is down and not functional.

Severity 2 – High

Effect on Link: Degradation of service with decreased processes and performance. The fault is impacting customer services.
Symptoms: Slow connection speeds, link flapping or intermittent, aggregation down, access down or diverse service affected (backup path).

Severity 3 – Moderate

Effect on Link: Minimal impact on services and performance
Symptoms: Change request; maintenance, Intermittent errors or Fibre cutovers. The service degradation or change request related to downtime is expected and has been planned for, or has been mitigated through a work around.

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