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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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)
Table of Content
SLAs Per Carrier
Click on one of the carriers below to jump to the relevant SLA.
Australian SLAs
Click on one of the carriers below to jump to the relevant SLA.
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:
- nbn™ EE - High CoS (100% CIR)
- nbn™ EE - Medium CoS (25% CIR)
- nbn™ EE - Low CoS (EIR/Best Effort)
Residential (NBN TC4)
applies to:
- Fibre to the Premises (FTTP)
- Fibre to the Node (FTTN)
- Fibre to the Building (FTTB)
- Fibre to the Curb (FTTC)
- Hybrid Fibre Coaxial (HFC)
- Fixed Wireless
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 Level | Value |
|---|---|
| Service Provisioning Target | nbn™ 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 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™ 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 | ||||
| Level | nbn™ (Default) | Bronze | Silver | Gold |
|---|---|---|---|---|
| Carrier support window | 8am – 5pm business days | 24/7 | 24/7 | 24/7 |
| Target resolution time | 5pm next business day* | 12 hours | 8 hours | 4 hours |
| Service availability guarantee | None | None | 99.00% | 99.95% |
| Pricing | N/A | POA | POA | POA |
- *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 600 | 20% |
| 601 to 720 | 30% |
| 721 to 840 | 40% |
| 841 to 7199 | 50% |
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 120 | 20% |
| 121 to 240 | 30% |
| 241 to 480 | 40% |
| 481 to 7199 | 50% |
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:
- 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
New Zealand SLAs
Click on one of the carriers below to jump to the relevant SLA.
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 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
| Carrier | Availability | Time to site visit | One-off charge |
|---|---|---|---|
| Default – Chorus | 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
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:
- BitStream 2 - Ultra Fast Broadband (UFB)
- BitStream 2 - Small Business Hyperfibre
Enterprise Restore
applies to:
- BitStream 3 - Business Fibre (UFB)
- BitStream 3 - Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
Tuatahi First Fibre (TFF) Consumer Restore
Service restoration targets:
| Downtime Reported to TFF | Restore Target |
|---|---|
| Between 7am – 7pm, 7 days a week | Within 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 TFF | Restore Target |
|---|---|
| Between 7am – 7pm, 7 days a week | By 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
| Carrier | Availability | Time to site visit | One-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:
- BitStream 2 - Small Business Fibre (UFB)
- BitStream 2 - Small Business Hyperfibre
- BitStream 3 - Business Fibre (UFB)
- BitStream 3 - Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
Enable service restoration targets
| Downtime reported to Enable | 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.
- 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
| Carrier | Availability | Time to site visit | One-off charge |
|---|---|---|---|
| Default – Enable | 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
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:
- Point to Multi Point - Residential Wireless
- Point to Multi Point - Business Unlicensed
Licensed SLAs
applies to:
- Point to Point - Business Wireless Licensed
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:
| Item | Performance Objectives |
|---|---|
| Service Availability Target | 99% Measured Annually. |
| Service Availability Window | 24 hours a day 7 days a week |
| Service Installation Target | 30 Business Days |
| Scheduled Outages | Not 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:
- BitStream 2 - Ultra Fast Broadband (UFB)
- BitStream 2 - Small Business Hyperfibre
Tier 2 Restore
applies to:
- BitStream 3 - Business Fibre (UFB)
- BitStream 3 - Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
Electricity Ashburton Tier 1 Restore
Service restoration targets:
| Stages: | Tier 1 –SMB (BS2) |
|---|---|
| Initial Review | 8.30am – 5pm or next working day if logged out of hours |
| Network Faults Resolution Targets | 24 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 Review | Same working day or next day if logged outside of work hours |
| Network Faults Resolution Targets | 24/7 |
- 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:
- BitStream 2 - Ultra Fast Broadband (UFB)
- BitStream 2 - Small Business Hyperfibre
NorthPower Enterprise Restore
applies to:
- BitStream 3 - Small Business Fibre (UFB)
- BitStream 3 - Small Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
NorthPower Standard Restore
Service restoration targets:
| Downtime reported to NorthPower | Standard Restore |
|---|---|
| 24/7 | 48 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
| Carrier | Availability | Time to site visit | One-off charge |
|---|---|---|---|
| Default – Chorus | 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
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:
- Point to Point - One NZ Ethernet (BitStream 4/Premium Fibre)
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
| Item | Performance 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 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:
- BitStream 2 - Vital Access 2 (UFB)
- BitStream 2 - Vital Access 2 (Hyperfibre)
Enterprise Restore
applies to:
- BitStream 3 - Vital Access 3 (UFB)
- BitStream 3 - Vital Access 3 (Hyperfibre)
Vital Standard Restore
Service restoration targets:
| Downtime Reported to Vital | Restore Target |
|---|---|
| Between 7am – 7pm, 7 days a week | Within 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 Vital | Restore Target |
|---|---|
| Between 7am – 7pm, 7 days a week | By 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:
- BitStream 2 - Ultra Fast Broadband (UFB)
- BitStream 2 - Small Business Hyperfibre
Enhanced Restore
applies to:
- BitStream 3 - Business Fibre (UFB)
- BitStream 3 - Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
Unison Standard Restore
Service restoration targets:
| Downtime Reported to Unison | Standard Restore |
|---|---|
| 24/7 | Between 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 Unison | Standard Restore |
|---|---|
| 24/7 | Between 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:
- Mobile Data - 3G/4G
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.
Electricity Ashburton Tier 1 & Tier 2
Service restoration targets:
| Downtime reported to EA | Tier 1 –SMB (BS2) | Tier 2 – Business only (BS3) |
|---|---|---|
| Initial Review | 8.30am – 5pm or next working day if logged out of hours | Same working day or next day if logged outside of work hours |
| Network Faults Resolution Targets | 24 hours, Mon – Fri | 24/7 |
- 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:
- BitStream 2 - Ultra Fast Broadband (UFB)
- BitStream 2 - Small Business Hyperfibre
Tier 2 Restore Covers:
- BitStream 3 - Business Fibre (UFB)
- BitStream 3 - Business Hyperfibre
- Point to Point - Business Premium (P2P BitStream 4)
- Dark Fibre - Direct Fibre (DFAS)
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:
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 |
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
