Provisioning Service Level Targets
|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*
These targets are subject to our Network operating standards, Suspension & Planned Maintenance.
Layer 2 Services - Availability Targets*
|Latency (within Gig City)||5ms|
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 TimeFault logged via Email||First Response toFault 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.