Supplier SLA’s – FTTB

Updated December 2019

Please note that Home-Connect 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 Home-Connect will liaise directly with the providers to ensure customer’s links are restored and Home-Connect will endeavours to ensure our customer’s experience minimum service interruption.

Octotel

FTTB Last Mile faults: repaired within 12 hours between 8:00 and 21:00 Monday to Sunday

FTTB / Business services have a 4:1-line speed guarantee

Openserve

Best Effort service

SA Digital Villages

Services on the SADV network is Best Effort. Credit can be request dependent on the severity of the duration of outage.

Open Fibre

Major Faults – 8 Business Hours,
Monday to Friday 7am-6pm
Weekends – 24/7 Standby 

Minor Faults- 24 Business Hours,
Monday to Friday 7am-6pm
Weekends – None 

Service Type5 – 10Mbps20Mbps – 1000Mbps
Best Effort99.5%
MTTR (mean time to respond)MTTR (mean time to respond)
Major FaultsNext Business Day4-8 Business Hours
Minor Faults48 Business Hours24 Business Hours
Service TermsService Terms
Major FaultsMonday to Friday
07:00 – 18:00
Weekends
(24/7 Standby)
Monday to Friday
07:00 – 18:00
Weekends
(24/7 Standby)
Minor FaultsMonday to Friday
07:00 – 18:00
Weekends
(none)
Monday to Friday
07:00 – 18:00
Weekends
(none)

 

Annual Availability 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 unusable.

Minor faults: faults that cause service impairment in the quality of Subscriber’s service. With minor faults the Subscriber’s service remains connected, operational and usable but is not performing within the agreed quality parameters.

Availability

Unavailable time is calculated as the longer of the following periods:

  • From the time when a critical or serious fault is reported to OPEN FIBRE to the time when the fault is corrected; or
  • From the time when OPEN FIBRE network monitoring detected a critical or serious fault to the time the fault is corrected
  • A Service outage caused by the INTERNET SERVICE PROVIDER or SUBSCRIBER, and outages caused by a FORCE MAJEURE EVENT is not considered unavailable time.
  • Should OPEN FIBRE not be able to access the premises this time lost will be deducted from the outage time.

DNA Tel

Service Levels

Hours of operation 24 x 7 x 365
Fault reporting 24 x 7 x 365

MTT ResponseMTT (install) days #1Availability (Core Network)MTT (Restore) [Temporary] Business days/hoursMTT (Restore) [Temporary] All other days/hoursMTTR [Permanent]
Business Gold30 mins799.50%
Severity 1 (not functional)1 Hr12 Hrs18 Hrs5 business days
Severity 2 (Active but not impacted)1 Hr18 Hrs24 Hrs5 business days
Severity 3 (Problem can be circumvented)1 Hr24 Hrs36 Hrs5 business days
Severity 4 (Query)24 Hrs36 Hrs48 Hrs10 business days
Enterprise30 mins399.50%
Severity 1 (not functional)30 mins4 Hrs6 days5 business days
Severity 2 (Active but not impacted)30 mins6 Hrs8 days5 business days
Severity 3 (Problem can be circumvented)30 mins8 Hrs12 Hrs5 business days
Severity 4 (Query)30 mins12 Hrs12 Hrs10 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.