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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.


Coverage-Logo-Frogfoot

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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