BBNow Service Level Agreements

Plan A BroadBand Now Service Level Agreements

SLA By Product Type

Residential Business Corporate
Uptime Target 80 % 99 % 99.5 %
Rebate Pro-Rata Pro-Rata 1h = 1d
Priority Fault Reporting No No Yes
Proactive Service Monitoring No No Yes
Hours of Coverage to Respond Bus Hours Bus Hours 24 x 7
Response Target < 24h < 4h < 2h
Hours of Coverage to Restore 6am – 6pm M-F 6am – 6pm M-F 6am – 6pm 7 days
Restore Target < 5 days < 48h < 12h

Definitions

Uptime Target – This is the percentage of time in one month the service should be available, failure to deliver on this target may result in the customer being eligible for a rebate.

Rebates – Once a fault has been resolved and if the uptime target has not been met the customer may be entitled to claim a rebate, this must be done within 14 days of the outage.

Residential Rebates – This amount is equivalent to one day of charges for each day in excess of the restore target.

Corporate Rebates – This amount is equivalent to one day of charges for each hour of excess service unavailability.

Priority Fault Reporting – Corporate customers will have access to a 24 hour fault reporting service.

Hours of Coverage to Respond – Response times are calculated during these times and may span multiple business days.

Response Target – This is the targeted response time and should be used only as a guide.

Hours of Coverage to Restore – Windows of time during which the target restoration periods are applicable.

Restore Target – This is the targeted response time and should be used only as a guide.

All SLA’s are conditional on you using access equipment that is sold and supported by “Plan A IT” ; logging the fault report with “Plan A IT”; and submitting an SLA Rebate Form where required.

SLA’s are only applicable to the network boundary point. Any faults past the Network Boundary Point are the customers responsibility.