1. GENERAL
Optinet shall provide the Customer with support for the delivery of the Services specified in the Service Order Form through the provision of a helpdesk, interfaces and escalation management in respect of the individual Service orders, incidents and service maintenance.
Whilst Optinet will try to ensure that the Services are of a high quality, we do not give any guarantee that the Services will be uninterrupted or free from error. Where necessary for commercial, technical or other reasons, we use may suspend or terminate a third-party network or another provider’s connection to the Services. You agree that suspension or termination will not constitute a breach by us of the Agreement and that the services are provided on an “as is” basis without guarantee of any kind.
You acknowledge that any fault with the Services or Equipment may take some time to resolve while the cause is identified and a repair carried out. You agree that you will allow Optinet a reasonable period of time to investigate and resolve any fault with the Services or Equipment.
2. HOURS OF SERVICE
2.1 Incident reporting via the helpdesk is available to the Customer twenty-four (24) hours a day seven (7) days a week.
2.2 Provisioning support is available to the Customer during Optinet’s office hours, available on Optinet’s website, from time to time.
3. FTTP & SOGEA SERVICE MANAGEMENT
3.1 Incident Management:
- 3.1.1 the Customer shall make incident reports to Optinet via the relevant interface. The Customer shall provide a complete description of the incident and any reasonable information requested by Optinet. In the event that the requested information is not provided by the Customer, Optinet reserves the right to return the incident to the Customer requesting the missing information; such requests shall not affect the logging time of the incident.
- 3.1.2 in the event that the electronic interfaces are not available, then incidents may be raised by telephone using the numbers listed in the Service Order Form.
3.2 Provisioning target lead times:
- 3.2.1 FTTP Services: within 20 Working Day; and
- 3.2.2 SOGEA Services: within 10 Working Days.
3.3 Provisioning Service Credits:
- 3.3.1 By the Customer Handover Date, the applicable Service will be tested with a configuration to meet the requirements (where relevant) in the Service Order Form.
3.4 Network Maximum Transmission Units (“MTU”):
The Maximum Transmission Unit supported by Optinet is 1460. Any frames transmitted to Optinet in excess of an MTU of 1460 will be fragmented and unsupported. In some situations, an MTU of 1460 may not be technically possible due to the nature of the Service.
3.5 Service Fault Handling
- 3.5.1 Target Restore Time (TRT) is measured from the time Optinet acknowledges a service outage and a helpdesk ticket is opened.
- 3.5.2 Upon correct notification of an incident, Optinet will assign an appropriate incident level as set out in the below table. It is at Optinet’s sole discretion to define any severity level and it is possible during diagnostics that the severity level will change.
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Severity Level
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Fault description
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Priority 1
(Total outage)
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For incidents where the issues has existed for eight (8) hours or more before incident logging and is limited to the following:
(i) Total loss of Service (which is defined as no transmission of signals in one or both directions); or
(ii) Packet loss is ≥50%
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Priority 2
(Severe Intermittence)
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Intermittent connectivity of a single spoke site that has a high degree of Service impact:
Where the intermittence can be demonstrated repeatedly within a one (1) hour interval
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Priority 3
(Degradation)
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Intermittent connectivity of single spoke site that has low Ethernet Service impact:
Where the intermittence cannot be demonstrated repeatedly within a one (1) hour interval
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Priority 4
(Query)
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End User application performance issues across a particular Ethernet Service
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Target restore times are set out as below:
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Severity
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Target Time to Restore (Working Hours
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Priority 1
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48
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Priority 2
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48
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Priority 3
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48
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Priority 4
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48
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4 CLOCK HOURS
4.1 Clock hours shall be defined as the difference in hours between the start time and stop time excluding any parked time (defined below):
- 4.1.1 “Start Time” is the initial timestamp of an incident on Optinet’s helpdesk system;
- 4.1.2 “Stop Time” is when the status of the incident becomes resolved; and
- 4.1.3 “Parked Time” will be excluded from the gross elapsed time and therefore, Clock Hours will reflect the time for which Optinet or Optinet sub-contractors are wholly responsible.
5. PARKED TIME
5.1 Parked Time is where the progression of the resolution of an incident is outside of Optinet’s (including Optinet’s sub-contractors) control including where:
- 5.1.1 the helpdesk ticket is marked as “Pending Requestor Information” or Optinet have requested information missing from the helpdesk ticket submission without which the relevant Service cannot be repaired;
- 5.1.2 Optinet are awaiting a power down or up of the Customer’s/User’s equipment or results of other tests;
- 5.1.3 Optinet are awaiting the Customer’s/and or the User’s availability for a visit;
- 5.1.4 the Customer/User is unavailable to respond to Optinet;
- 5.1.5 a visit appointment is confirmed outside of the resolution windows at the request of the Customer/User – Parked Time commences when a visit appointment is agreed with the Customer/User until the visit appointment commences;
- 5.1.6 Optinet, Optinet’s agents or sub-contractors are unable to access a Site at an agreed time for a visit appointment – Parked Time commences when Optinet, Optinet’s agent or sub-contractors attends the Site until a rescheduled visit appointment commence and the incident report will move to a Pending Requestor Information status;
- 5.1.7 Optinet, its agent or sub-contractor has cleared the incident and has notified the Customer/User or, as applicable and the status of the incident is “Resolved”; or
- 5.1.8 Where the Site does not have 24×7 access and the Customer/User requests an engineer to attend the Site when the Customer/User is available for a visit. Parked Time commences when a visit appointment is agreed with the End User and ends when the visit appointment commences.
6. SCHEDULED NETWORK MAINTENANCE
Scheduled Network Maintenance refers to upgrades or modifications to network equipment software and hardware and/or network capacity. Scheduled Network Maintenance may temporarily degrade the quality of the services or include a duration of outage. Scheduled Network Maintenance shall take place between the hours of 00:00 and 06:00 on any of the seven (7) week days. Optinet will endeavour to schedule any Network Maintenance on the days of Saturday and Sunday and provide the Customer with at least seven (7) days’ notice prior to the Scheduled Network Maintenance activity. If Scheduled Network Maintenance is cancelled or delayed, Optinet will use best endeavours to notify the Customer and shall comply with the provisions of this clause to reschedule any delayed maintenance activity. Such effects relating to the Scheduled Network Maintenance shall not give rise to service credits under this Service Level Agreement.
7. EMERGENCY NETWORK MAINTENANCE
Emergency Network Maintenance refers to efforts to correct network conditions that are likely to cause a Major Service Outage (MSO) and require immediate action. Emergency Network Maintenance may temporarily degrade the quality of the services or include a shirt-duration of outage. Such effects related to Emergency Network Maintenance shall entitle Customer to service credits as set out in this Service Level Agreement if and only if service degradation or loss of service occurs outside of a Scheduled Network Maintenance window. Optinet may undertake Emergency Network Maintenance at any time deemed critical and shall provide notice of Emergency Network Maintenance to Customer as soon as it is commercially and practicable to do so under Emergency Network Maintenance conditions.
8. SERVICE CREDIT EXCLUSIONS AND LIMITS
Any calculations used to claim Service credits under this Service Level Agreement shall not include any unavailability resulting from Scheduled Network Maintenance, Emergency Network Maintenance, a Force Majeure Event or the failure of non-service impacting equipment or systems used for network measurements. The Customer account must be kept in good financial order, any failure to maintain the account will void any claim under this Service Level Agreement.
