Service Level Agreement
Fibre Internet Services
Introduction
This document describes the Service Level Agreement (SLA) for the techosity Fibre Internet Service.
This Service Level Agreement is designed to ensure that there is a shared understanding between the Customer and techosity in relation to the service levels to be provided.
techosity offers an SLA for its clients with a Fibre Internet Service. This SLA defines the following:
- Service Availability Objectives
- Fault Severity Levels
- Target Response Times to Faults
- Rebates for breach of Service Availability Targets
- Performance metrics
Service Level Agreement
| Item | Performance Objectives |
|---|---|
| Service Availability Target | 99.95% Measured Monthly |
| Service Availability Window | 24 hours a day, 7 days a week |
| Service Installation Target | Up to 30 Business Days (non-infrastructure build only) |
| Scheduled Outages | Not included in the monthly service availability target |
Installation target can be extended if the building lead-in or MDF requires additional cabling.
Customers are responsible for building lead-ins and internal cabling into their office.
Fault Severity Levels
- Minor — Degradation in service performance, with service continuity remaining.
- Major — Intermittent service stoppages, causing intermittent service disruption.
- Critical — Continuous service stoppage, causing complete service disruption.
Fault Response Time Targets
techosity provides the following target response times, for support queries, within the specified time periods.
| Fault Severity Level | 8am–7pm Monday to Friday* | Other Times |
|---|---|---|
| Minor | 4 Hours | 8 Hours |
| Major | 2 Hours | 4 Hours |
| Critical | 15 Minutes | 1 Hour |
Excluding National or State Public Holidays (reverts to Other Times Target Response Times)
Service Availability Rebates
techosity will provide the following rebates for failure to attain the Service Availability Target.
| Service Unavailability during Window | Rebate Entitlement |
|---|---|
| Up to 2 hours | Nil |
| Between 2 to 6 hours | 5% of single month’s service access charge |
| Greater than 6 hours | 10% of single month’s service access charge |
Service rebates will be credited against your service invoice within 3 months of the SLA breach.
Service Installation Rebates
techosity will provide the following rebates for failure to attain the Service Installation Target.
| Installation Delays | Rebate Entitlement |
|---|---|
| Up to 5 business days delay | Nil |
| 6 to 10 working days delay | 15% of monthly service access charge |
| Greater than 10 working days delay | 25% of monthly service access charge |
Fault Restoration Time Targets
techosity provides the following mean time to repair targets, for the specific fault levels.
| Fault Level | Mean Time to Repair (MTTR) |
|---|---|
| Minor, Major, Critical | 4 Hours |
| Cable break | No Guarantee — See Force Majeure Clause in Terms and Conditions |
| Carrier Line Fault (8x5xNBD) | 24 Hours |
Service Changes
techosity provides the following target times for change requests to your in-place service.
| Service Change Request | Service Commitment |
|---|---|
| Speed Downgrade | Up to 5 Business Days |
| Speed Upgrade | Up to 30 Business Days |
| VLAN Configuration Changes | Up to 5 Business Days |
| SPN Configuration Changes | Up to 2 Business Days |
Network Latency
techosity will provide the following round trip network latency guarantees for all packets from A end to B end of the fibre service provided.
| Destination & Source | Service Commitment |
|---|---|
| Intracapital (Within a Capital City) | <15ms |
| Intercapital (East to East Capital Cities) | <40ms |
Packet Delivery
techosity will provide the following packet delivery agreement for packets from Core Network A to Core Network B.
| Destination & Source | Service Commitment |
|---|---|
| First Hop Intracapital | 99.95% |
| East Coast Intercapital | 99.95% |
| West Coast Intercapital | 99.95% |