Plan A BroadBand Now Service Level Agreements
SLA By Product Type
|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|
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.