Service Level Agreements

All data services sold have a service level agreement (SLA). The SLAs ensure both parties are clear on service parameters and under which circumstances escalation paths can be utilised.

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AU: 1300 016 678
NZ: 0800 534 567

Lightwire Response

Service Parameter 8am – 5pm Monday to Friday Target Response Time* Other Times
Fault Acknowledgement Immediate upon request being received by Lightwire Service Desk 30 mins
Fault Identification 30 mins 2 hours

*Excluding Public Holidays (reverts to After Hours Target Response Times)

Australian SLAs

Click on one of the carriers below to jump to the relevant SLA.

australia map
SLAs for

NBN

National Broadband Network (NBN) is Australia’s internet backbone connecting millions of businesses and households all over Australia.

Enterprise (NBN EE)
applies to:
Residential (NBN TC4)
applies to:
national broadband network nbn logo
NBN Enterprise Ethernet (EE)
Service restoration targets:
Premium Assurance Service
Level Bronze (Default) Silver Gold
Carrier support window 24/7 24/7 24/7
Target Resolution time 12 hours 8 hours 4 hours
Service availability guarantee None 99.00% 99.95%
Pricing N/A POA POA
NBN Enterprise Ethernet (EE)
NBN EE Service Objectives:
Service LevelValue
Service Provisioning TargetNBN EE has “zero” on-net availability – On-demand deployment; every order will require an NBN Fibre build to deliver the service. Fibre build effort required is identified using three different fibre build categories:
Category A – Simple Fibre Build required. Pricing for Fibre Build category will be instantly provided upon Service Qualification of the location.
Category B – Simple fibre build required. NBN Desktop feasibility assessment is required, and it is returned within 3-5 business days.
Category C – Complex fibre build required. NBN Complex feasibility assessment is required, and it is returned within 4 weeks.
Service Provisioning RebatesNo Service Provisioning Rebates are payable by Lightwire in the event that NBN fails to meet Service Provisioning Targets. We will of course always work hard to ensure timelines are met and, where required, provide temporary alternatives via 4G/TC4 connections.
Lightwire Help Desk Hours24 x 7 x 365
Target Response TimeAcknowledgement within 1 hour, resolution within 6 hours
Service Assurance RebatesWhile no Service Assurance Rebates are payable to Lightwire in the event that an NBN EE service fails to meet Service Assurance Targets, we will of course always work to ensure you and your clients feel valued while accepting the fact that Lightwire cannot be held liable for any lost earnings due to a service outage
NBN Traffic Class 4 (TC4)
Service restoration targets:
  Premium Assurance Service
LevelNBN (Default) BronzeSilverGold
Carrier support window8am – 5pm business days24/724/724/7
Target resolution time5pm next business day*12 hours8 hours4 hours
Service availability guaranteeNoneNone99.00%99.95%
PricingN/APOAPOAPOA
  • *Urban Area and other locations where End User Fault does not require external or internal plant work or NBN attendance at Premises
NBN Traffic Class 4 (TC4)
Service Objectives:
Service Level Value
Service Provisioning Target Best effort.
Service Provisioning Rebates No Service Provisioning Rebates are payable by Lightwire in the event that NBN fails to meet Service Provisioning Targets. We will of course always work hard to ensure timelines are met and, where required, provide temporary alternatives via 4G/TC4 connections.
Lightwire Help Desk Hours 24 x 7 x 365
Target Response Time Acknowledgement within 1 hour, resolution within 6 hours
Service Assurance Rebates While no Service Assurance Rebates are payable to Lightwire in the event that an NBN service fails to meet Service Assurance Targets, we will of course always work to ensure you and your clients feel valued while accepting the fact that Lightwire can not be held liable for any lost earnings due to a service outage
 
Add-on Option
Premium Assurance Service

Here are the details for the Service Availability Guarantee (SAG) options provided by Lightwire:

Premium Assurance - Silver Service

Silver 99% Service Availability Guarantee (SAG):

  • Service availability target: 99% uptime
  • Allows for 438 minutes of downtime per month (based on a 24-hour period and 30 days per month)
  • Scheduled outages between 12:00 am and 6:00 am are excluded
  • Rebates provided for downtime exceeding 438 minutes:
Downtime (In Minutes) Rebate on Affected Services
438 to 60020%
601 to 72030%
721 to 84040%
841 to 719950%
Premium Assurance - Gold Service

Gold 99.95% Service Availability Guarantee (SAG):

  • Service availability target: 99.95% uptime
  • Allows for 21.36 minutes of downtime per month (based on a 24-hour period and 30 days per month)
  • Scheduled outages between 12:00 am and 6:00 am are excluded
  • Rebates provided for downtime exceeding 21.36 minutes:
Downtime (In Minutes) Rebate on Affected Services
21.36 to 12020%
121 to 24030%
241 to 48040%
481 to 719950%
Service Availability Guarantee (SAG) Rebate Terms
  • The SAG rebate applies only to the service affected by the fault, not all services on the customer’s account.
  • The rebate time counter starts when the customer logs a fault with the Lightwire help desk.
  • The customer must request a rebate within 3 months of the relevant issue to receive the payment.
  • The SAG does not cover events or occurrences beyond Lightwire’s reasonable control, including acts or omissions of third parties, customers, or force majeure events.
  • The SAG is applicable only while the customer has a current and active service contract with Lightwire.
  • Services that are out of contract, that is to say that are on a rolling 30 day term, do not include a SAG even if paying for a Premium Assurance Service.
SLAs for

AAPT Fast Fibre

Chorus is New Zealand’s largest fibre company, with an extensive network covering more than half of New Zealand. Their high-speed fibre network spans from Auckland to Bluff.

Fast Fibre Restore
applies to:
AAPT Fast Fibre
Fast Fibre Restore
service restoration targets
Fault Security Level 8am – 7pm Monday to Friday Target Response* Other Times Target Responses
Critical 15 minutes 1 hour
Major 2 hours 4 hours
Minor 4 hours 8 hours
Fault Prioritisation
  • Critical: Continuous service stoppage, causing complete service disruption.
  • Major: Intermittent service stoppages, causing intermittent service disruption
  • Minor: Degradation in service performance, with service continuity remaining.
Service Objectives
Item Performance Objectives
Service Availability Target: 99.95% Availability measured annually
Service Availability Window: 24/7
Service Installation Target: Up to 30 business days (non infrastructure build only)*
Scheduled Outages: Not included in the monthly service availability target.
  • *Installation target can be extended if the building leading or MDF requires additional cabling.
  • ** Customers are responsible for building lead in and internal cabling into their office
SLAs for

Chorus

Chorus is New Zealand’s largest fibre company, with an extensive network covering more than half of New Zealand. Their high-speed fibre network spans from Auckland to Bluff.

Chorus Business Restore
applies to:
Chorus one map
Chorus Business Restore
service restoration targets
Downtime reported to Chorus Business Restore
By Midday By 7pm on the same day
By 7pm By midday on the following day
After 7pm By 7PM on the following day
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Service Objectives
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
Add-on Option
2-hour Critical Response Option
CarrierAvailabilityTime to site visitOne-off charge
Default – Chorus24/7≤ 2 hours (nationwide)POA
  • Fault resolution not guaranteed as a result of site visit.
  • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
  • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for

Tuatahi First Fibre (Previously UltraFast Fibre - UFF)

Tuatahi First Fibre (TFF) provides fibre access to 240,000 households and businesses throughout the Waikato, Bay of Plenty, Manawatū-Whanganui, Taranaki and the Auckland region.

Consumer Restore
applies to:
Enterprise Restore
applies to:
tff
Tuatahi First Fibre (TFF) Consumer Restore
Service restoration targets:
Downtime Reported to TFFRestore Target
Between 7am – 7pm, 7 days a weekWithin 6 hours from the time downtime is reported
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Tuatahi First Fibre (TFF) Enterprise Restore
Service restoration targets:
Downtime Reported to TFFRestore Target
Between 7am – 7pm, 7 days a weekBy the end of the following day the downtime is reported
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Service Objectives:
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
Add-on Option
2-hour Critical Response Option
CarrierAvailabilityTime to site visitOne-off charge
Default 24/7≤ 2 hours (nationwide)POA
  • Fault resolution not guaranteed as a result of site visit.
  • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
  • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for

Enable Broadband

The fibre network provider for greater Christchurch connecting over 200,000 homes, businesses, and schools in Christchurch as well as towns in the Waimakariri and Selwyn districts.

Enable Business Restore
applies to:
enable broadband
Enable service restoration targets
Downtime reported to EnableBusiness Restore
By MiddayBy 7pm on the same day
By 7pmBy midday on the following day
After 7pmBy 7PM on the following day
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
  • Business restore requires a business, health, and/or education address.
Service Objectives
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
Add-on Option
2-hour Critical Response Option
CarrierAvailabilityTime to site visitOne-off charge
Default – Enable24/7≤ 2 hours (nationwide)POA
  • Fault resolution not guaranteed as a result of site visit.
  • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
  • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for

Lightwire Rural

Lightwire Rural is New Zealand’s largest Wireless Internet Service Provider (WISP), connecting over 8000 rural households and business across the Waikato and Bay of Plenty.

Unlicensed SLAs
applies to:
Licensed SLAs
applies to:
Lightwire Rural
Lightwire Rural Unlicensed
Service restoration targets:
Downtime reported to Lightwire Response Target* Update Available* Target Service Restoration*
Business hours support
Monday – Friday:
8.00am – 10.30pm NZT
30 minutes upon request being received by Lightwire support personal At 4 hourly intervals 8 business hours for faults not requiring a customer site visit.
48 hours (weekday) for faults requiring a requiring a customer site visit.
Out of hours support**
(Anytime out of business hours)
60 minutes after oncall engineer notified by phone At 4 hourly intervals 8 business hours for faults not requiring a customer site visit.
48 hours (weekday) for faults requiring a requiring a customer site visit.
  • Restoration targets are not rebate backed.
  • *Excluding Public Holidays (reverts to After Hours Target Response Times).
  • **Outside of these hours calls will go to voice mail and responded to first thing on the next business day.

Please uses your account managers mobile for any urgent or after-hours calls.

Lightwire Rural Licensed
Service restoration targets:
Downtime reported to Lightwire Response Target* Update Available* Target Service Restoration*
Business hours support
Monday – Friday:
8.00am – 10.30pm NZT
30 minutes upon request being received by Lightwire support personal At 4 hourly intervals 8 business hours for faults not requiring a customer site visit.
48 hours (weekday) for faults requiring a requiring a customer site visit.
Out of hours support**
(Anytime out of business hours)
60 minutes after oncall engineer notified by phone At 4 hourly intervals 8 business hours for faults not requiring a customer site visit.
48 hours (weekday) for faults requiring a requiring a customer site visit.
  • Restoration targets are not rebate backed.
  • *Excluding Public Holidays (reverts to After Hours Target Response Times).
  • **Outside of these hours calls will go to voice mail and responded to first thing on the next business day.

Please uses your account managers mobile for any urgent or after-hours calls.

Service Objectives:
ItemPerformance Objectives
Service Availability Target99% Measured Annually.
Service Availability Window24 hours a day 7 days a week
Service Installation Target30 Business Days
Scheduled OutagesNot included in the monthly service availability target.

 

SLAs for

Electricity Ashburton

Electricity Ashburton owns and operates 520km of direct access urban and rural fibre throughout the Ashburton region and extends to Mt. Somers, Rakaia, Hinds, Mayfield, Chertsey, and Lake Hood.

Tier 1 Restore
applies to:
Tier 2 Restore
applies to:
Electric Ashburton
Electricity Ashburton Tier 1 Restore
Service restoration targets:
Stages:Tier 1 –SMB (BS2)
Initial Review8.30am – 5pm or next working day if logged out of hours
Network Faults Resolution Targets24 hours, Mon – Fri
  • Physical review is best endeavours across all products.
  • Working day: Monday – Friday excluding public holidays.
  • Business hours: 8.30am – 5.00pm.
Electricity Ashburton Tier 2 restore
Service restoration targets:
Stages:Tier 2 – Business only (BS3)
Initial ReviewSame working day or next day if logged outside of work hours
Network Faults Resolution Targets24/7
  • Physical review is best endeavours across all products.
  • Working day: Monday – Friday excluding public holidays.
  • Business hours: 8.30am – 5.00pm.
Service Objectives:
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
SLAs for

NorthPower

NorthPower is Northland’s fibre carrier, connecting over 30,000 homes and businesses across Kaipara and Whangarei.

NorthPower Standard Restore
applies to:
NorthPower Enterprise Restore
applies to:
northpowrer
NorthPower Standard Restore
Service restoration targets:
Downtime reported to NorthPowerStandard Restore
24/748 hours from Downtime* first occurring
  • *Measured from the time that a fault is detected, either by an End User fault report or by a Network surveillance system, to the time the fault is resolved and the UFB Services is restored.
  • Restoration targets are not rebate backed.
NorthPower Enterprise Restore
Service restoration targets:
Service Objectives
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
Add-on Option
2-hour Critical Response Option
CarrierAvailabilityTime to site visitOne-off charge
Default – Chorus24/7≤ 2 hours (nationwide)POA
  • Fault resolution not guaranteed as a result of site visit.
  • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
  • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for

One NZ (Previously VodaFone)

One NZ offers a variety of retail connectivity solutions, however, Lightwire, only partners with One NZ for their Point to Point Metro Access services in Auckland, Christchurch, and Wellington. 

One NZ Enterprise Restore
applies to:
one nz
One NZ Enterprise Restore
service restoration targets:
Priority Target Resolution Times Customer Comms
P1 4 hours during Service Hours, 8 hours, during Service Hours if a subcontractor is required At 1 hour intervals during Service Hours following initial response
P2 8 hours during Service Hours, 16 hours during Service Hours if a subcontractor is required At 2 hour intervals during Service Hours following initial response
P3 5 Business Days At 8 hour intervals during Service Hours following initial response
Fault Prioritisation

Priority 1 (P1): Critical impact – a catastrophic fault where a minimum of 50% of users at a particular site cannot use a particular service.

Priority 2 (P2): Major impact – up to 50% of users at a particular site cannot use a particular service.

Priority 3 (P3): Minor impact – repeated quality problems. Intermittent faults or degraded service. No major service impact.

  • Resolution targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Service Objectives
ItemPerformance Objectives
Service Availability Target:99.8%
Service Installation Target:Best effort
Scheduled Outages:Not included in the monthly service availability target.
Service Availability Window:24/7
SLAs for

Vector Fibre (On-net)

Vector owns and operates their own fibre network in the Auckland region. Lightwire partners typically utilise Vector Eclipse as a secondary connection to improve their Auckland clients’ resiliency.

Enhanced Restore
applies to:
vector
Vector Fibre Enhanced Restore
service restoration targets
Downtime reported to Chorus Business Restore
By Midday By 7pm on the same day
By 7pm By midday on the following day
After 7pm By 7PM on the following day
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Service Objectives
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
SLAs for

Vital

Vital owns and operates their own fibre network in the Wellington region. Lightwire partners typically utilise Vital Access as a secondary connection to improve their Wellington clients’ resiliency.

Standard Restore
applies to:
Enterprise Restore
applies to:
vital
Vital Standard Restore
Service restoration targets:
Downtime Reported to VitalRestore Target
Between 7am – 7pm, 7 days a weekWithin 6 hours from the time downtime is reported
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Vital Enterprise Restore
Service restoration targets:
Downtime Reported to VitalRestore Target
Between 7am – 7pm, 7 days a weekBy the end of the following day the downtime is reported
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm.
Service Objectives:
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
SLAs for

Unison

UnisonFibre provides Ultra Fast Broadband (UFB) services to businesses and homes in Hawke’s Bay, Taupo, and Rotorua.

Standard Restore
applies to:
Enhanced Restore
applies to:
unison
Unison Standard Restore
Service restoration targets:
Downtime Reported to UnisonStandard Restore
24/7Between 7am – 7pm, 7 days a week

Outside of SLA Hours outage: In the event that an outage occurs outside of the applicable SLA the resolution time above shall commence at the start of the next period of the specified SLA.

Target Restoration Time:

  • Minor fault (hardware and minor fibre outage): Less than 8 hours for residential and 6 hours for business.
  • Major fault (major fibre outages): Less than 18 hour

Notes:

  • LFC Service Desk Availability to Report Faults: 24/7.
  • Time to Respond – Acknowledge (Faults): 30 minutes.
  • Time to Update (ETA for fault restore): 2 hours
  • Time to Respond Onsite (Faults): Less than 4 hours.
  • Enhanced 1 restoration upgrade for BS2 and Enhanced 2 for BS3 circuits POA.
  • Restoration targets are not rebate backed.
Unison Enhanced 1
Service restoration targets:
Downtime Reported to UnisonStandard Restore
24/7Between 5am – 9pm, 7 days a week

Outside of SLA Hours outage: In the event that an outage occurs outside of the applicable SLA the resolution time above shall commence at the start of the next period of the specified SLA.

Target Restoration Time:

  • Minor fault (hardware and minor fibre outage): Less than 8 hours for residential and 6 hours for business.
  • Major fault (major fibre outages): Less than 18 hour

Notes:

  • LFC Service Desk Availability to Report Faults: 24/7.
  • Time to Respond – Acknowledge (Faults): 30 minutes.
  • Time to Update (ETA for fault restore): 2 hours
  • Time to Respond Onsite (Faults): Less than 4 hours.
  • Enhanced 1 restoration upgrade for BS2 and Enhanced 2 for BS3 circuits POA.
  • Restoration targets are not rebate backed.
Service Objectives:
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
SLAs for

2Degrees

Lightwire utilises 2Degrees’ network to provide mobile data services over the 850Mhz (3G), 700Mhz and 1800Mhz (LTE) frequencies within New Zealand.

2Degrees Fault Restore
applies to:
2Degrees Fault Restore
service restoration targets:
Priority Definition Issue logged & acknowledged Update schedule
(status updates)
P1 An incident that has critical impact on business operations 30 minutes 2 hours
P2 Substantial impact on multiple sites and regions 1 hour 8 hours
P3 Minor fault which does not substantially impair the functioning of the service 1 business day 3 business days
P4 Issue that only requires information and no immediate impact on service 1 business day 5 business days
  • Resolution targets are not rebate backed.
Service Objectives
Item Performance Objectives
Service Availability Target: 99.98% Measured Annually.
Scheduled Outages: 5 Days notice will be given. Not included in the monthly service availability target.
Service Availability Window: 24/7
SLAs for

Domestic Transit Services

Lightwire offers an SLA for its clients with an Domestic Transit Service. This SLA defines the following:

  • Service Availability Objectives
  • Target Response Times to Faults
  • National Internet Delivery Targets
Domestic Transit Services
Service Availability Objectives
Item Performance Objectives
Service Availability Target: 99.98% Measured Monthly.
Service Availability Window: 24 hours a day 7 days a week.
Scheduled Outages: 5 days notice will be given. Not included in the monthly service availabilty target.
Domestic Transit Services
Service Restoration Targets

Domestic Transit restoration targets are based on the following severity levels:

  • Low: Degradation in service performance, with service continuity remaining.
  • High: Intermittent service stoppages, causing intermittent service disruption.
  • Critical: Continuous service stoppage, causing complete service disruption.
Fault Type Service Restoration Target
8am – 5pm Monday to Friday*
Service Restoration Target After Hours Where 24/7 Support Service Applies Updates Available
8am-5pm/After Hours
Low 8 Hours Not Available 8 Hours/Not Available
High 2 Hours 3 Hours 2 Hours/6 Hours
Critical 30 minutes 1 hours 1 Hours/4 Hours

*Excluding Public Holidays (reverts to Other Times Target Response Times)

Domestic Transit Services
National Internet Delivery Targets

Lightwire provides the following targets;

The table values below describe the likely worst case round trip latency, jitter and packet loss, for national transit over the Lightwire network.

  • Latency is measured as round-trip delay using 56 byte Ethernet frames.
  • Packet Loss is the percentage measured over a 24 hour period.
Latency (ms) Packet Loss Jitter (ms)
≤50ms average 0.01% <30

Note: Lightwire is unable to guarantee performance levels once traffic leaves our network

SLAs for

International Transit Services

Lightwire offers an SLA for its clients with an International Bandwidth Service. This SLA defines the following:

  • Service Availability Objectives
  • Target Response Times to Faults
  • Traffic Delivery Targets
International Transit Services
Service Availability Objectives
Item Performance Objectives
Service Availability Target: 99.98% Measured Monthly.
Service Availability Window: 24 hours a day 7 days a week.
Scheduled Outages: 5 days notice will be given. Not included in the monthly service availabilty target.
International Transit Services
Service Restoration Targets

Restoration targets are based on the following severity levels:

  • Low: Degradation in service performance, with service continuity remaining.
  • High: Intermittent service stoppages, causing intermittent service disruption.
  • Critical: Continuous service stoppage, causing complete service disruption.
Fault Type Service Restoration Target
8am – 5pm Monday to Friday*
Service Restoration Target After Hours Where 24/7 Support Service Applies Updates Available
8am-5pm/After Hours
Low 8 Hours Not Available 8 Hours/Not Available
High 2 Hours 3 Hours 2 Hours/6 Hours
Critical 30 minutes 1 hours 1 Hours/4 Hours

*Excluding Public Holidays (reverts to Other Times Target Response Times)

International Transit Services
National Internet Delivery Targets

Lightwire provides the following targets;

The table values describe the likely worst case round trip latency, and packet loss, expected for best effort data services on Lightwire’s network. Real-Time Latency, plus Real-Time and Key Applications packet loss are contracted levels.

  • Latency is measured as round-trip delay using 56 byte Ethernet frames.
  • Packet Loss is the percentage measured over a 24 hour period.
IP Traffic Between Specified IP POP’s In Regions Or Cities Maximum Average Latency Maximum Packet Loss
Intra-Asia (e.g Korea, Japan, Singapore etc) 150ms <0.5%
Auckland – US (West Coast) 250ms <0.5%
Sydney – US (West Coast) 200ms <0.5%

Note: Lightwire is unable to guarantee performance levels once traffic leaves our network

MTU Size

MTU size is limited to 1500 on international bandwidth services. If you require greater MTU capability, we recommend that you go with a layer 2 transit option, which has a maximum MTU of 4000.

SLAs for

Electricity Ashburton

Chorus is New Zealand’s largest fibre company, with an extensive network covering more than half of New Zealand. Their high-speed fibre network spans from Auckland to Bluff.

Electric Ashburton
Electricity Ashburton Tier 1 & Tier 2

Service restoration targets:

Downtime reported to EATier 1 –SMB (BS2)Tier 2 – Business only (BS3)
Initial Review8.30am – 5pm or next working day if logged out of hoursSame working day or next day if logged outside of work hours
Network Faults Resolution Targets24 hours, Mon – Fri24/7
  • Physical review is best endeavours across all products
  • Working day: Monday – Friday excluding public holidays
  • Business hours: 8.30am – 5.00pm
Tier 1 Restore Covers:
Tier 2 Restore Covers:
Service Objectives:
Item Performance Objectives
Service Installation Target: Best effort
Scheduled Outages: Not included in the monthly service availability target.
Service Availability Window: 24/7
Add-on Option
2-hour Critical Response Option
Carrier Availability Time to site visit One-off charge
Default – Chorus 24-Jul ≤ 2 hours (nationwide) POA
  • Fault resolution not guaranteed as a result of site visit
  • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
  • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours
SLAs for

Chorus

Chorus is New Zealand’s largest fibre company, with an extensive network covering more than half of New Zealand. Their high-speed fibre network spans from Auckland to Bluff.

Business restore
Applies to:
Chorus one map
Service restoration targets:
Downtime reported to Chorus Business Restore
By Midday By 7pm on the same day
By 7pm By midday on the following day
After 7pm By 7PM on the following day
  • Restoration targets are not rebate backed.
  • Availability window is 7 days per week between 7am and 7pm
  • Service Objectives:
    Item Performance Objectives
    Service Installation Target: Best effort
    Scheduled Outages: Not included in the monthly service availability target.
    Service Availability Window: 24/7
    Add-on Option
    2-hour Critical Response Option
    Carrier Availability Time to site visit One-off charge
    Default – Chorus 24-Jul ≤ 2 hours (nationwide) POA
    • Fault resolution not guaranteed as a result of site visit
    • If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
    • The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours