1 GENERAL
1.1 Optinet shall provide the Customer with support for the delivery of the Services specified in the Service Order Form though the provision of a helpdesk, interfaces and escalation management in respect of the individual Service orders, incidents and service maintenance.
1.2 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.
1.3 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.
1.4 Optinet will supply read-only access to systems allowing the Customer to view statistical information relating to the Service.
1.5 Optinet will undertake the installation of the Managed Network Equipment where indicated on the Service Order Form.
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 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 reserve the right to return the incident to the Customer requesting the missing information; such requests hall 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 for:
3.2.1 switch services is within ten working days;
3.2.2 routing services is within ten working days;
3.2.3 wireless services is within twenty working days.
3.3 Provisioning Service Credits:
3.3.1 By the Customer Handover Date, the applicable Managed Network Equipment Service will be configured to meet the Service Order Form;
3.3.2 If Optinet have not achieved the anticipated Service by the Customer Handover Date, then the Customer will be entitled to Service Credits as set out in the below table:
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Number of Working Days that the Ready For Service Date is Past the Customer Handover Date
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Customer discount from installation charges
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1-10
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5%
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11-15
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10%
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16-20
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15%
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3.3.3 Service Credits only apply to the Installation Charges;
3.3.4 The service levels in this Service Level Agreement cannot be applied where:
- (a) The Customer is in breach of any part of the Service Schedule, the Service Order Form and the Agreement which impacts Optinet’s ability to install the relevant Service, or Optinet suspend the relevant Service or any part of it in accordance with the terms of the Agreement; or
- (b) A Force Majeure Event is affecting the relevant Service or the provisioning of the same (which without limiting the generality of the definition of a Force Majeure Event shall include where Optinet are reliant upon action being taken by a third party which is not a sub-contractor of Optinet); or
- (c) Optinet are unable to gain access to, or carry our any necessary work at, the relevant Site, or the Customer fails to agree a date for work or;
- (d) Reasonable assistance is required or information is reasonably requested by Optinet from the Customer or their nominated third party and such assistance or information is not provided or is not provided in a timely fashion; or
- (e) The Customer modifies a Service Order Form after the Customer Handover Date has been issued whereupon a new Customer Handover Date shall be agreed between the Parties.
3.4 Network Availability:
The Service shall be available 99.5% of the time for delivering traffic to and from other local devices connected to the same Managed Network Equipment. Network availability shall be calculated on an average aggregate monthly measurement. If Optinet fail to meet the aggregate Network Availability during any calendar month, then Customer shall be entitled to 2.5% credit pro-rated from the Customers recurring monthly Charges as specified in the Service Order Form.
3.5 Network Latency:
The aggregated monthly average for latency to and from other local devices connected to the same Managed Network Equipment shall be ≤ 10.00 milliseconds. Monthly aggregated roundtrip latency shall be calculated based on the geometric mean of regular measurement samples. If Optinet fail to meet the aggregate Network Availability during any calendar month, then Customer shall be entitled to 2.5% credit pro-rated from the Customer’s recurring monthly Charges as specified in the Service Order Form.
3.6 Network Packet Loss:
The aggregated monthly average packet loss for Managed Network Equipment shall not exceed >0.5% between local devices connected to the same Managed Network Equipment. If Optinet fail to meet the packet loss during any calendar month, then Customer shall be entitled to 2.5% credit pro-rated from the Customer’s recurring monthly Charges as specified in the Service Order Form.
3.7 Wireless:
3.7.1 Wireless Access Point specification:
- (a) The standard Managed Network Equipment offering provided by Optinet will meet the following specification and is subject to change:
- (i) Compliance with IEEE 802.11a/b/g/n/ac;
- (ii) Maximum rate: 1.75Gbit/s;
- (iii) Maximum ratio combining (MRC);
- (iv) Maximum-likelihood detection (MLD);
- (v) Data unit aggregation, including A-MPDU (Tx/Rx) and A-MSDU (Rx only);
- (vi) 802.11 dynamic frequency selection (DFS);
- (vii) Short GI in 20 MHz, 40 MHz, and 80 MHz modes;
- (viii) Priority mapping and packet scheduling based on a WMM profile to implement priority-based data processing and forwarding;
- (xi) Automatic and manual rate adjustment;
- (x) WLAN channel management and channel rate adjustment;
- (xi) Automatic channel scanning and interference avoidance;
- (xi) Service set identifier (SSID) hiding;
- (xiii) Signal sustain technology (SST);
- (xiv) Unscheduled automatic power save delivery (U-APSD);
- (xv) Control and Provisioning of Wireless Access Points (CAPWAP) in Fit AP mode;
- (xvi) Automatically going online in Fit AP mode;
- (xvii) Wireless distribution system (WDS) in Fit AP mode; and
- (xviii) Mesh networking in Fit AP mode.
3.7.2 Service Features:
(a) Wireless Coverage is guaranteed and the Managed Network Equipment will be available for receipt and transmission of packets where:
- (i) a pre and post installation onsite survey has been conducted by Optinet or an Optinet agent; and
- (ii) all cabling connected to Managed Network Equipment is certified to a minimum Category5e standard and does not exceed 100 meters in length and;
- (iii) the Customer has ordered the recommended quantity of Wireless Access Points as outlined in the WLAN Network Planning Report provided by Optinet.
(b) Managed Network Equipment will be integrated, where applicable, with other Services including, but not limited to;
- (i) VPLS Wide Area Networks;
- (ii) MPLS Wide Area Networks;
- (iii) Direct Internet Access; and
- (iv) Virtual Data Centre.
(c) Optinet will supply, configure, maintain and support a Wireless Controller required for the day-to-day operation of the Wireless Access Point Managed Network Equipment.
(d) Authentication Services available to the Customer:
- (i) An online secured system where wireless access passwords can be issued. When issued, the recipient of the password will have access to Direct Internet Access where such access will utilise any available bandwidth; and
- (ii) Microsoft Active Directory Integration.
3.8 Managed Network Equipment Fault Handling:
3.8.1Our Target Restore Time (TRT) is measured from the time Optinet acknowledge a service outage and a Helpdesk ticket is opened;
3.8.2 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 is changed.
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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 30 (thirty) minutes or more before incident logging and is limited to the following:-
Total loss of service (which is defined as no transmission of signals in one or both directions); or
Available throughput is ≤10% of predicted Service Bandwidth; or
Packet loss is ≥5%
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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 hour interval
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Priority 3
(Degradation)
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Intermittent connectivity of single spoke site that has low Service impact:
Where the intermittence cannot be demonstrated repeatedly within a one hour interval
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Priority 4
(Query)
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End User application performance issues across a particular Service
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3.9 Target Restore Times are set out as below:
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Severity
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Target Time to Restore
(measured in clock hours)
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Switched based
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Routing based
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Wireless based
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Priority 1
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24
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24
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24
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Priority 2
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24
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24
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24
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Priority 3
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48
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48
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48
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Priority 4
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48
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48
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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:
4.1.1 “Start Time” is the initial timestamp of an incident on the 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’s sub-contractors are wholly responsible
5 PARKED TIME
5.1 Parked Time is where the progression of the resolution of an incident is outside the control of Optinet or Optinet’s sub-contractors 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/User’s availability for an appointment;
5.1.4 the Customer/User or, as applicable is unavailable to respond to Optinet;
5.1.5 an 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-contractor are unable to access a Site at an agreed time for an appointment – Parked Time commences when Optinet or Optinet’s agent or sub-contractors attend the Site until a rescheduled appointment commence and the incident report will move to a Pending Requestor Information status;
5.1.7 Optinet, its agent or sub-contractors 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 attend Site when the Customer/ User is available for a visit. Parked Time commences when an Appointment is agreed with the Customer/User and ends when the 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 short-duration 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 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 short-duration 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.
