Fibre Network SLAs
Last updated: 25 October 2024
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 affects 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 affects multiple customers)
Response Time: 4 business hours
Repaired Time: 18 business hours
Business Hours: 8:00 – 21:00, Monday to Sunday
FTTH Speed
FTTB Last Mile faults
Response Time: 4 business hours
Repaired Time: 12 business hours
Business Hours: 8:00 – 21:00, Monday to Sunday
Business Hours for attending faults: 8:00 – 17:00, Monday to Sunday
FTTB Speed
Business services have a 4:1 line speed guarantee
Requests for Credit for downtime will be addressed with Octotel on a case-by-case scenario depending on period and severity.
Frogfoot Service Level Agreement
- Frogfoot’s FTTH service is “best effort” – access service availability guarantees are not available on this service.
- Frogfoot aims for a next-business-day resolution for any valid logged faults.
- Field technicians commonly have a lead time of 2-3 business days to get a booking.
- Frogfoot guarantees no more than 10:1 contention ratio 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.
Failed provisioning
If the provisioning of your Vumatel fibre service fails, we will inform the relevant teams at Vumatel as soon as possible.
Escalation of failed provisioning can be escalated with Vumatel after 48 hours on business days. There is no ETR for failed provisioning of Fibre services with Vumatel.
Uptime
Vumatel Planned Network Availability: 99.5% planned minimum uptime on the area distribution network
Vumatel unplanned Network Availability: Vumatel will, subject to events and conduct beyond its reasonable control provide a minimum of 95% network service availability measured over twelve (12) months. Faults caused by Vumatel’s service providers’ personnel or equipment, and downtime caused by events outside Vumatel’s control is not considered unavailable time by Vumatel.
FTTH Minor faults
(Service is operational with poor performance)
Mean Time To Repair: 24 business hours
Business Hours: 8:00 – 17:00, Monday to Saturday
We are allowed to escalate after 96 hours
FTTH Serious faults
(Faults affecting less than 30 customers in the same network area)
Mean Time To Repair: 18 business hours
Business Hours: 8:00 – 21:00, Monday to Saturday
FTTH Critical faults
(Faults affecting more than 30 customers in the same network area)
Mean Time To Repair: 12 business hours
Business Hours: 8:00 – 21:00, Monday to Saturday
Standard Openserve SLA (FTTH)
Openserve’s standard SLA is a “Best Effort” SLA. They will attempt to handle repairs ASAP. No credits will be issued for downtime.
Premium Connect Openserve SLA (FTTB)
Openserve Premium Connect offers an 8 (eight) business hour repair time SLA. Business hours are between 07:30 and 16:30 other than a Saturday, Sunday or official public holiday in the Republic of South Africa. The timer starts when Atomic logs the fault with Openserve and does not count outside of the stated Business Hours.
Please note: Openserve Premium Connect is only included in our Business Fibre offerings.
