SLA – Fiber Network Operator Projects (FNO)

Critical Fault

ISP Services are disconnected and/or non-operational for more thatn 30% of the Subscribers on the same LL Network

  • Response required: Immediate
  • Resolution time – FTTH Subscribers: 8 hours
  • Resolution time – FTTB Subscribers: 4 hours

Serious Fault

ISP Services are disconnected and/or non-operational for 1 or more, but less than 30% of the Subscribers on the same LL Network

  • Response required: In the next hour on the next Business Day
  • Resolution time – FTTH Subscribers: 16 hours
  • Resolution time – FTTB Subscribers: 8 hours

Minor Fault

The ISP Services are still operational but the LL Network is not operating to the LL Network Capacity, affecting the quality of the ISP Services

  • Response required: Next Business Day
  • Resolution time – FTTH Subscribers: 24 hours
  • Resolution time – FTTB Subscribers: 16 hours