Schedule 5 – FG Telecom Service Level Agreement
Commercial Services
Commercial SLA
| Severity level | Definitions | Response Time | Permanent Fix/Workaround Time |
|---|---|---|---|
| Severity 1 | Service unavailable due to hardware failure of DGtekmanaged Provider Edge Equipment. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 30 minutes | 24-72 hours |
| Severity 1 | Service unavailable due to external circumstances such as natural disaster or cable cut by an external third party. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 30 minutes | 24-72 hours |
| Severity 2 | Service seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 4 hours (during Business hours) | 24-72 hours or BE |
| Severity 3 | Service is impaired causing difficulty with performing normal work for affected users. May result in reduced productivity but does not otherwise threaten risk management or service to public. | 4 hours (during Business hours) | 24-72 hours or BE |
| Severity 4 | Service is impaired causing minor difficulty or inconvenience. | 4 hours (during Business hours) | 24-72 hours or BE |
| Coverage hours | Business hours, Working days of the year | The time period in which the service provider acknowledges receipt of the incident and confirms application of resources to a fix. | A permanent solution to the problem/fault OR the completion of a workaround that gets the service operating again at least on a temporary basis. |
DGtekPty Ltd, T/A FGTelecom | ABN 61 600 896 115
Point to Point Services
Point to Point SLAs
| Category | Priority | Period | Target | Rebate for affected monthly period |
|---|---|---|---|---|
| Service Availability | 24 x 7 x 365 | >99.95% | ||
| 99% < t<99.95% | 20% | |||
| 98% < t<99% | 50% | |||
| <98% | 100% | |||
| Initial Response Time | Priority 1 | 24 x 7 x 365 | 30 mins | |
| Priority 2 | 24 x 7 x 365 | 30 mins | ||
| Priority 3 | Business Hours | 4 hours | ||
| Priority 4 | Business Hours | 12 hours | ||
| Target Restoration Time | Priority 1 | 24 x 7 x 365 | 24 hours | |
| Priority 2 | 24 x 7 x 365 | 24-48 hours | ||
| Priority 3 | Business Hours | 3 Business Day | ||
| Priority 4 | Business Hours | 4 Business Days | ||
| Service Request Response Time | Dark Fibre | Business Hours | 4 hours | |
| Lit Fibre | Business Hours | 4 hours | ||
| On-Net Service Request Fulfillment Time | Dark Fibre | Business Hours | 48-72 hours | |
| Lit Fibre | Business Hours | 48-72 hours | ||
| Service Delivery | On-Net | Business Hours | 1-5 Business days | |
| Off-Net | Business Hours | TBA | ||
| Priority 1 | Severe business impact. Critical business services down. | |||
| Priority 2 | High business impact. Non-critical services down. Service degradation | |||
| Priority 3 | Minor service degradation, specific service functionality unavailable | |||
| Priority 4 | A minor service issue |
DGtekPty Ltd, T/A FGTelecom | ABN 61 600 896 115