Supplier SLA’s – FTTH

As of 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

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. 

Vumatel

The Vumatel FTTH product does not have a punitive SLA as it is a best effort service.

We do however endeavour to resolve incidents logged within 5 working days dependent on the workload and level of complexity.

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 POAccess Builds: 90% within 15 – 18 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 21 business days.

ONT Installations: 90% within 5 – 10 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 and that the specified address has been fitted with fibre infrastructure prior to acceptance of the order.

10% within 15 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 – FTTH Best Effort

24x7x365 Support Desk – Fault logging

• Emergency after-hour – standby FST available for Severity 2 and Severity 1 incidents.

• 07h00- 21h00 for residential developments for Severity 2 and Severity 1 incidents only. (See tables below)

Severity 1Backbone Fibre
Examples:
  • Any Fibre breaks affecting the backbone routes between MMR  and MMR, as well as MMR to land parcel or cell phone tower.
  • Any Fibre deterioration of services on the backbone affecting the quality of service or readings outside prescribed power loss budget.
Mean Time to Restore (MTTR):Waterfall backbone routes between MMR and residential Estates

48 hours

Severity 2Residential Estates – Distribution Network Fibre
Examples:
  • Any Fibre breaks in residential causing the loss of service and affecting more than 9 homes
  • Any Fibre related deterioration of services inside, affecting the quality  of service or readings outside the prescribed power loss specifications of more than 10 – 50 homes
  • Any systems related failure affecting more than 10 – 50 homes
  • Any power related outages
Mean Time to Restore (MTTR):Waterfall Residential Estates

72 hours

Severity 3Residential Estates – Distribution Network and Last Mile Fibre
Examples:
  • Any Fibre breaks in residential causing the loss of service and affecting more than 9 homes
  • Any Fibre related deterioration of services inside, affecting the quality  of service or readings outside the prescribed power loss specifications 1 – 9 homes
  • Any systems related failure affecting more than 1 – 9 homes
Mean Time to Restore (MTTR):Waterfall Estates

Best Effort

FrogFoot

Best Effort FTTH service 

Frogfoot Network service availability guarantee of 99%.

  • Access service availability guarantees not available on this service.
  • Link redundancy not available on these services.

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

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.

Netstream

No credits to be issued from Netstream. Best effort FTTH SLA.

Century City Connect

Best effort SLA, no numerical commitments are made with respect to the packet loss or delay.

Best Effort

Response – Next Business Day (NBD)

Resolution – 48 hours

MTN Fibre

Best effort SLA.

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]
RESIDENTIAL1499.50%2 days2 days5 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.

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]
RESIDENTIAL1499.50%2 days2 days5 business days
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 Hrs5 business days
Severity 2 (Active but not impacted)30 mins6 Hrs8 Hrs5 business days
Severity 3 (Problem can be circumvented)30 mins8 Hrs12 Hrs5 business days
Severity 4 (Query)2 Hrs12 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.

Boleng Fibre

Service TypeFTTH
Annual availabilityBest effort
MEAN TIME TO REPAIR
Major faults16 business hours
Minor faults48 business hours
SERVICE TERMS
Major faultsMonday to Friday
07:00-18:00Weekends
24/7 standby
Minor faultsMonday to Friday
07:00-18:00Weekends
none

Annual availabilty 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 unavailable.

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

Evotel

Best Effort SLA , Evotel will endeavour to repair fibre breaks in the shortest lead time .

Celerity

SERVICE LEVELCRITICAL – more than 50 homes affectedSERIOUS – less than 50 homes affectedOTHER – a single customer service outage
Call answer on Help Desk30 Seconds30 Seconds30 Seconds
Acknowledgement 10 minutes20 minutes30 minutes
Response time to field incident4 hours4-6 hours12 hours
Resolution Time4 hours4-6 hours24-36 hours based on appointment
Service Times24/7/36524/7/36524/7/365
Operating Hours on Help Desk SupportMonday to Sunday
4/7/365
Fault logging and monitoring

Lightstruck

Service Availability Hours
General Service availability hours (excl Sat, Sun and Public Holidays)08:00-17:00
General Service availability hours (Sat, Sun, Public Holidays)N/A
Logging of Priority 1 incidents08:00-17:00
Logging of Priority 2 incidents08:00-17:00
Logging of all incidents not classified as Priority 1 or 2 (excl Sat, Sun and Public Holidays)08:00-17:00
Remote Response Times *
Priority 1 incidents8 Hrs
 Priority 2 incidents8 Hrs
All incidents not classified as Priority 1 or 216 Hrs
On Site Response Times *
Priority 1 incidents16 Hrs
 Priority 2 incidents16 Hrs
All incidents not classified as Priority 1 or 224 Hrs
Time to Restore *
Priority 1 incidents24 Hrs
 Priority 2 incidents24 Hrs
All incidents not classified as Priority 1 or 248 Hrs

Rise Telecoms

Severity 1:

Fibre Optic  Canble Network down and not functional.

Severity 2:

Fibre Optic Cable Network active but the use thereof severly impacted.

Severity 3:

Fibre Optic Cable Network problem but can be circumvented.

Vodacom

Best effort FTTH SLA.