Service Level Agreement

1. OVERVIEW

This Service Level Agreement ("SLA") sets out the performance standards and repair timelines that Tech5 customers can expect. As an Internet Service Provider (ISP), Tech5 relies on various Underlying Infrastructure Providers such as Vumatel, Octotel, Frogfoot, LinkLayer, Zoom Fibre, Open Fibre Networks and Openserve. The timelines below are governed by the specific SLAs provided by these infrastructure owners.

2. GENERAL SERVICE DEFINITIONS

Best Effort SLA: Most Home Fibre (FTTH) services are provided on a "best-effort" basis. This means there are no guaranteed uptimes or fixed resolution deadlines, though every effort is made to restore service as quickly as possible.

Business SLA: Business Fibre (FTTB) usually includes prioritised support, higher uptime guarantees, and lower contention ratios.

3. NETWORK SPECIFIC SUPPORT TIMELINES

Octotel Fibre
Uptime Guarantee: 99.8% on Metro and Area Distribution Networks.

Home (FTTH) Minor Faults:
    Response: 8 Business Hours
    Resolution: 26 Business Hours
    Hours: Mon–Sat, 08:00 – 17:00

Home (FTTH) Major Faults (Multiple users down):
    Response: 4 Business Hours
    Resolution: 18 Business Hours
    Hours: Mon–Sun, 08:00 – 21:00

Vumatel Fibre
Uptime Goal: 95% unplanned availability measured over 12 months.

Minor Faults (Performance issues): 24 Business Hours (Repair).
Serious Faults (<30 customers): 18 Business Hours (Repair).
Critical Faults (>30 customers): 12 Business Hours (Repair).

Escalation: Faults can be escalated with Vumatel after 48–96 hours, depending on severity.

Frogfoot Fibre
Service Level: Best Effort.
Resolution Goal: Next Business Day (NBD).
Lead Times: Field technician bookings typically take 2–3 business days.
Contention: Guaranteed no more than 10:1.

Openserve Fibre
Home (FTTH): Best Effort. No credits issued for downtime. Repairs will be handled as soon as possible.
Business (FTTB/Premium Connect): 8 Business Hour repair time (Mon–Fri, 07:30 – 16:30).

MetroFibre
Minor Faults: Repair within 4 days.
Serious Faults: 90% resolved within 4 business days.
Credits: Credits are only considered if the customer is down for more than 21 days in a calendar year.

Zoom Fibre
Priority Low (Low light levels): 4 Days.
Priority Medium (Red light/Single user): 48 Hours.
Priority High (Multiple users): 8 Hours.

4. FAULT SEVERITY LEVELS

Severity 1 (Critical): Complete loss of service. The fibre link is down, or the ONT/Router has no sync.
Severity 2 (High): Service degradation. Intermittent connectivity, high latency, or significantly slow speeds.
Severity 3 (Low): Minor issues, administrative requests, or planned maintenance notifications.

5. CREDITS AND REFUNDS

General Rule: As FTTH is a "Best Effort" service, Tech5 does not provide automatic credits for downtime.

Case-by-Case: Requests for credits related to major infrastructure outages will be addressed individually, pending the successful claim of such credits from the underlying network provider (e.g., Octotel).

Exclusions: No credits are issued for outages caused by:
    – Load shedding or power failure at the customer's premises.
    – Damage to fibre lines caused by third-party contractors (e.g., municipal water works).
    – Faulty customer-owned equipment.

6. ESCALATION PROCESS

If a fault has not been resolved within the specified "Resolution Time" listed above:

6.1. Ensure you have a valid Tech5 Ticket Number.
6.2. Contact Tech5 Support for a status update.
6.3. Request an escalation to the Infrastructure Provider's management if the SLA has been exceeded.