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
FTTH Speed
Home services have a 10:1 line speed guarantee
FTTB Last Mile faults
Repaired within 12 hours between 8:00 and 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.
Frogfoot Service Level Agreement
- Frogfoot Network service availability guarantee of 99%.
- Access service availability guarantees not available on this service.
- Frogfoot guarantees a contention ratio of no more than 10:1 on any access services.
- Frogfoot guarantees next business day resolution for any valid faults logged.
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.