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