Provisioning Service Level Targets

Item Target Maximum
Provision New Service Real time 5 days
Allocation of new UNI Real time 5 days
Provision, modification and removal of EVC Real time 5 days

Layer 3 Services - Availability Targets*

Metric Target
Uptime 99.98%
Packet Loss 0.05%
Jitter <5ms
These targets are subject to our Network operating standards, Suspension & Planned Maintenance.

Layer 2 Services - Availability Targets*

Metric Target
Uptime 99.99%
Packet Loss 0.01%
Latency (within Gig City) 5ms
Jitter <3ms
Measured to Gigcity gateway. These targets are subject to our Network operating standards, Suspension & Planned Maintenance.

Incident Response Service Level Targets

Faults will be classified and responses will be provided in accordance with the following table:
Priority Category Target Response Time
Fault logged via Email		 First Response to
Fault logged via Phone
1# Widespread critical service disruption severely impacting the customer’s ability to perform business duties. Not applicable 30 minutes
2# Critical single service degradation significantly impacting the customer’s ability to perform business duties. Not applicable 1 hour
3 Limited service degradation affecting some of the customer’s business duties. 12 hours* 4 hours
4 Little to no customer impact. Enquiry is informational or general support related. 24 hours* 24 hours
# Business Grade Service only
*during Business Hours.