Supplier SLA’s – FTTH

Updated September 2017

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

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

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

Openserve

Openserve SLA Best Effort service, no credits will be issued for downtime. Weekly Escalation Matrix available for Broadband service from Openserve.

Vumatel

RespondRestore Business DayRestore After HoursResolve
Contact Centre: Calls, Emails acknowledged 30 Seconds  /  30 Minutes
 Incident PriorityAccess to an appropriate technicianFibre Optic network restored to full operation (temporary included)Fibre Optic network restored to full operation (temporary included)Fault condition cleared on a permanent basis
 130 minutes48 hours48 hours14 days
ELAPSED TIME25% OF SLA50% OF SLA75% OF SLA100% OF SLA

No credits to be issued from Vumatel for third party downtime or failure to meet SLA.

Balwin Fibre

FTTH Service Level Definitions. Service levels for the FTTH Network are divided into three levels based on the nature of the faults:

Severity LevelDescription
Severity Level 3Major outage affecting all clients on the network
Severity Level 2Medium outage affecting a cluster of clients within the network
Severity Level 1Minor outage affecting single users

Response Times:

Severity LevelTime to RespondTime to Attend
Severity Level 32 Hours4-6 Hours
Severity Level 22 Hours8-24 Hours
Severity Level 12 Hours24-72 Hours

MetroFibre

Service LevelSerious FaultsMinor Faults
Maximum Time To Repair90% within 4 business days / 10% within 6 business daysWithin 4 business days
Service Times08:00-18:0008:00-18:00
DaysMonday to Friday / Excluding Public HolidaysMonday to Friday / Excluding Public Holidays
INSTALLATIONS & ACTIVATIONS
Installation after PO90% within 15 business days of receipt and acceptance of a complete and accurate order, provided that the fibre within the target complex has officially been handed over to MFN Network Operations. 10% within 18 business days
Activation (after ONT has been installed and provided the complex is live and in production)Within 4 business days

MetroFibre will only issue credit should the customer be done for a period of 19 days per a year.

Waterfall Access Networks

SLA based on WAN Standard with the following MTTR’s for core services

  • Mean time to Acknowledge 24 hours
  • Mean time to Detect 48 hours
  • Mean time to Repair/Restore 72 hours

Credit can be request dependant should the mean time to repair be more than 72 hours.

FrogFoot

Incident Severity Breakdown
Frogfoot has defined 3 classes of severity. See table below for the class breakdown.

Severity 1 – CriticalEffect 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 – requires
Severity 2 – HighEffect 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 – ModerateEffect 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.

Incident Response Times

RESPOND and UPDATESRESTORE – In Business HoursRESOLVE
Support via phone30 seconds
Incident PriorityFrogfoot access by phone to a contractor within the following times:The Fibre Optic Cable Network restored to full operation, temporarily if necessary:The fault condition cleared on a permanent basis within the following times
Severity 130min and there after every hour until resolution8 Hours5 Business Days
Severity 21 Hour8 Hours5 Business Days
Severity 330min and there after every hour until resolution8 Hours5 Business Days

Credit requests on ad-hoc basis depending on the nature of the downtime and SLA.

Dark Fibre Africa

Incident Severity Breakdown
Frogfoot has defined 3 classes of severity. See table below for the class breakdown.

RESPONDRESTORE – Business DayRESTORE – After HoursRESOLVE
Call Centre (answer phone)30 Seconds
Contractual Incident PriorityAccess by phone to an appropriate contractor within the following times:The Fibre Optic Cable Network restored to full operation, temporarily if necessaryThe Fibre Optic Cable Network restored to full operation temporarily if necessaryThe fault condition cleared on a permanent basis within the following times
160 minutes8 hours*8 hours*5 Business Days
260 minutes8 hours*8 hours*5 Business Days
360 minutes12 hours12 hours5 Business Days
44 Hours5 Business Days

DFA will not issue credit for downtime, however they will endeavour to meet response and SLA to resolve.

Polo fields

Incident Severity Breakdown
Frogfoot has defined 3 classes of severity. See table below for the class breakdown.

Response TimesProductResidential GPON Service
MTTxMean Time to Acknowledge: 24 Hours
Mean Time to Detect: 48 Hours
Mean Time to Repair/Restore: 72 Hours

Polo fields Requests for Credit for downtime will be addresses with Polo fields on a case by case scenario dependent on period and severity.

SA Digital Villages

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