Exetel High Speed Ethernet Service Level Agreement
The key difference between the Business Grade Ethernet service offered by Exetel is that the Business Grade services are delivered on a different network and when a problem within that network occurs the faults are defined and resolved within the timeframes of a Service Level Agreement appropriate to a business user dependent on the internet for the operation of their business processes.
While Exetel does provide a highly reliable residential ADSL service using the Telstra DSLAM network no service levels are possible on that network and fault restore times can almost never be achieved in better than 36 hours.
Exetel provides its Business Grade Ethernet services using the Powertel and Optus range Ethernet services.While Exetel Pty Ltd will enter in to a service level agreement with an end user Exetel's ability to deliver services under such an agreement are dependent on the performance of the Optus/Powertel networks to a very large extent which is provided with the following service level guarantees.
1) Service Level Offered
a) Objectives
Exetel will provide designated service up times which are measured on a calendar monthly basis. In the event that Exetel Pty Ltd does not deliver the service covered under the SLA at the level(s) guaranteed then a schedule of rebates of the monthly access fee will apply.
b) Service Availability
| Service | Service Availability |
|---|---|
| Description | The availability of the connection between the customer router/modem and the Exetel Pty Ltd network |
| Service Level | Exetel will ensure that Service availability is no less than 99.95% |
c) Response Time To Acknowledge Service Fault
| Service | Fault Logging Response Time |
|---|---|
| Description | The time it takes Exetel to acknowledge a problem exists |
| Service Level | Exetel will ensure that any email or phone call received advising Exetel of a "line out" problem will be acknowledged and logged within 60 minutes |
d) Time To Restore A "Line Out" Service
| Service | Fault Logging Response Time |
|---|---|
| Description | The time it takes Exetel to re-activate the service |
| Service Level | Exetel will guarantee that it will re-activate a line that has dropped out within 4 hours of the problem being logged. |
2. Service Credit Calculation
Service Levels are measured on a calendar monthly basis. The Credit per Outage will be a percentage set out in the table below of the recurring monthly charges that are payable by the customer for the calendar month in which the line outage occurred:
| Service Level Table | Credit | |||
|---|---|---|---|---|
| Service | 0% | 10% | 15% | 20% |
| Network availability | 100-99.95% | 99.94-99.50% | 99.49-99.00% | Under 99.00% |
