Service Tables. Table 1
(a) Service specifications applicable under this SLA The following specifications are mandatory for all establishments. For the full list of NOMS Service Specifications, please refer to the Ministry of Justice website: xxxx://xxx.xxxxxxx.xxx.xx/about/noms/noms-directory-of-services-and- specifications.htm Service Specification
Service Tables. 5.1 2degrees will use all reasonable endeavours to meet the Service Level for the relevant Service in the following tables. The priority levels set out in the service tables below are intended to be a guide only - 2degrees will determine each Incident priority in accordance with Table 1 (Incident Priorities 1 to 4) at clause 2.14 above.
5.2 The Service Level Targets commence at the time the Incident or Service Request is first recorded with 2degrees and ends on resolution of the Incident or fulfilment of the Service Request.
5.3 For Data Services, the Service Levels are dependent on whether the Service has been delivered on 2degrees fibre or on Third Party access. For services that are not delivered on 2degrees fibre, there are three SLA types available depending on whether Data Services have been delivered on Enhanced Third-Party Access, Standard Access or Basic Third Party Access.
Service Tables. 5.1 URL Networks will use all reasonable endeavours to meet the Service Level for the relevant Service in the following tables.
5.2 The URL Networks Target Restoration Time commences at the time the Incident or Service Request is first recorded with the URL Networks Support Centre and ends on resolution of the Incident or fulfilment of the Service Request.
5.3 For Data Services, the Service Levels are dependent on whether the Service has been delivered on URL Networks fibre or on Third Party access. For services that are not delivered on URL Networks fibre, there are three SLA types available depending on whether Data Services have been delivered on Enhanced Third Party Access, Standard Access or Basic Third Party Access. SERVICE DELIVERY
5.4 When URL Networks receives a signed Service Order and all necessary information from the Customer, URL Networks will commission the Service within the applicable timeframe for the particular Customer Site.
5.5 The service delivery timeframes set out in the service tables below are approximates only. The actual service delivery timeframe may be longer depending on the nature of the work required to be completed and a more precise estimate of the actual service delivery timeframe will be available once a Service Order has been received and assessed by URL Networks. Unless expressed to the contrary in a Service Order, no remedies (including Rebates) are available for a failure to meet service delivery timeframe as specified in this SLA. SERVICE TABLES DATA SERVICES OVER URL NETWORKS FIBRE - 24x7x365 ≥ 99.95% - Service Availability < 99.95% - ≥99.7% 5% < 99.7% - 99.5% 10% < 99.5% 20% P1 24x7x365 15 mins - Incident Response Time P2 24x7x365 30 mins - P3 BH 4 hours - P4 BH 12 hours - P1 24x7x365 4 hours - Target Restoration Time P2 24x7x365 8 hours - P3 BH 24 hours - P4 BH 48 hours - P5 24x7x365 2 hours - Service Request Response Time⁺ P6 BH 4 hours - P7 BH 24 hours - Service Request Fulfilment Time⁺ P5 24x7x365 12 hours - P6 BH 24 hours - P7 BH 5 Business Days - Service Delivery On-Net 20 BH 20 Business Days - On-Net 40 BH 40 Business Days - Off-Net BH 40 - 60 Business Days TABLE 4: DATA SERVICES OVER URL NETWORKS FIBRE ⁺ URL Networks reserves the right to charge additional fees for service requests in accordance with the relevant service schedule. DATA SERVICES OVER ENHANCED THIRD PARTY ACCESS - 24x7x365 ≥ 99.9% - Service Availability < 99.9% - ≥99.7% 5% < 99.7% - 99.5% 10% < 99.5% 20% P1 24x7x365 15 mins - Incident Respo...
Service Tables. Telecoms will reasonably endeavour to meet the Service Level for the relevant Service in the following tables.
Service Tables. 5.1 Ignite will use all reasonable endeavours to meet the Service Level for the relevant Service in the following tables.
5.2 The Ignite Target Restoration Time commences at the time the Incident or Service Request is first recorded with the Ignite Support Centre and ends on resolution of the Incident or fulfilment of the Service Request.
5.3 For Data Services, the Service Levels are dependent on whether the Service has been delivered on Ignite fibre or other access types. For services that are not delivered on Ignite fibre, there are three SLA types available depending on whether Data Services have been delivered on Enhanced Access, Standard Access or Basic Access. SERVICE DELIVERY
5.4 When Ignite receives a signed Service Order and all necessary information from the Customer, Ignite will commission the Service within the applicable timeframe for the particular Customer Site.
5.5 The service delivery timeframes set out in the service tables below are approximates only. The actual service delivery timeframe may be longer depending on the nature of the work required to be completed and a more precise estimate of the actual service delivery timeframe will be available once a Service Order has been received and assessed by Ignite. Unless expressed to the contrary in a Service Order, no remedies (including Rebates) are available for a failure to meet service delivery timeframe as specified in this SLA. REGIONAL AND REMOTE LOCATIONS
5.6 With respect to Data Services and Ignite Dark Fibre Services in Australia, the Target Restoration Time set out in the service tables below applies where the Data Service is delivered in a Metro Area. Where the Services are delivered in Regional Areas or Remote Areas, the Target Restoration Time is altered as follows: AREA ADDITIONAL TARGET RESTORATION TIME Regional Area 24 hours Remote Area (excluding Christmas 48 hours Island) Christmas Island As per Data Services outside Australia (clause 5.8) SERVICE TABLES DATA SERVICES OVER FIBRE DELIVERED BY IGNITE CATEGORY PRIORITY PERIOD TARGET REBATE - 24x7x365 ≥ 99.95% - Service Availability (excluding < 99.95% - ≥99.7% 5% Unprotected Services) < 99.7% - 99.5% 10% < 99.5% 20% Service Availability Target for - 24x7x365 ≥ 99.9%^ - Unprotected Services Incident Response Time P1 24x7x365 15 mins - P2 24x7x365 30 mins - P3 BH 4 hours - P4 BH 12 hours - Target Restoration Time* P1 24x7x365 4 hours - P2 24x7x365 8 hours - P3 BH 24 hours - P4 BH 48 hours - Service Request Response Time⁺ P5 24x...
Service Tables. My Biz Phone will use all reasonable endeavours to meet the Service Level for the relevant Service in the following tables.
