Last updated: 29 May 2019
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 business hours
Repaired Time: 26 business hours
Business Hours: 8:00 – 17:00, Monday to Saturday
FTTH Last Mile Major faults
(problem effects multiple customers)
Response Time: 4 business hours
Repaired Time: 18 business 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 business hours
Repaired Time: 12 business 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.
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.