Best Effort SLA Definition
A Best Effort SLA means that your vendor commits to making reasonable efforts to keep your systems available, but without any guarantees of uptime, availability, or system durability. If a system experiences downtime, you have limited or no legal recourse. While it is in the vendor’s interest to restore services promptly for the sake of their reputation, the vendor retains control over how the outage is managed and the resources allocated to resolve it.
Best Effort SLA
Providers below only offer a best effort SLA (No Credits)
MetroFibre will only issue credit should the customer be down for a period of 19 days per a year.
1
MINOR
Repair Time: Within 4 days
Business Hours: 08:00 – 18:00, Monday to Friday
2
SERIOUS
Repair Time: 90% within 4 business days / 10% within 6 business days
Business Hours: 08:00 – 18:00, Monday to Friday
Requests for Credit for downtime will be addressed with Octotel on a case by case scenario dependant on period and severity.
1
MINOR
Response Time: 8 Hours
Repaired Time: 26 hours
Business Hours: 08:00 and 17:00, Monday to Saturday
2
MAJOR
Response Time: 4 Hours
Repaired Time: 18 hours
Business Hours: 08:00 and 21:00, Monday to Sunday
3
FIBRE SPEED
Home services have a 10:1 line speed guarantee
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.
1
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.
2
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).
3
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.
No credits to be issued from Vumatel for third party downtime or failure to meet SLA.
1
RESPOND
30 Seconds / 30 Minutes
Access to an appropriate technician
30 minutes
25% OF SLA
2a
RESTORE (BH)
Fibre Optic network restored to full operation (temporary included)
48 hours
50% OF SLA
2b
RESTORE (AH)
Fibre Optic network restored to full operation (temporary included)
48 hours
75% OF SLA
4
RESOLVE
Fault condition cleared on a permanent basis
14 days
100% OF SLA
1
MINOR
Response: Next Business Day
Resolution: 24 Hours
The ISP Services are still operational but the APT Network is not operating to the APT Network Capacity, affecting the quality of the ISP Services
2
SERIOUS
Response: In the next hour on the next Business Day
Resolution: 16 Hours
ISP Services are disconnected and/or non-operational for 1 or more, but less than 30% of the Subscribers on the same APT Network
3
CRITICAL
Response: Immediate
Resolution: 8 Hours
ISP Services are disconnected and/or non-operational for more than 30% of the Subscribers on the same APT Network
1
PRIORITY LOW
Resolution: 4 Days
Client is not down, but has issues
(Low Light Levels)
2
PRIORITY MEDIUM
Resolution: 48 Hours
One or a few clients are down.
(Client has a red light on the ONT)
>5 Clients
3
PRIORITY HIGH
Resolution: 8 Hours
Feeder or distribution is down.
(Multiple clients down in a suburb)
4
PRIORITY URGENT
Resolution: 8 Hours
The entire network is down.
(Whole suburb is down/backbone issues)
Enterprise SLA:
10Mbps: Best Effort, Next Business Day
20Mbps – 1000Mbps: 99.5%, 4 – 8 Business hours
