Service Level Agreement
SLA for Internet Services
The service level defined in the following section is to be applied to all broadband internet services provided by Ionica. The SLA covers components of the service that are within our sphere of control. All other components are subject to the SLA of the responsible service provider (e.g. Spark / Chorus).
Installation SLA
- Wireless
- Wireless connection and broadband service to be installed within 3 working days from order.
- ADSL
- Broadband service to be live no more than 2 working days after installation by ADSL provider (e.g. Chorus). Installation of ADSL line as per provider's standard SLA.
- VDSL
- Broadband service to be live no more than 2 working days after installation by VDSL provider (e.g. Chorus). Installation of VDSL line as per provider's standard SLA.
- Fibre
- Broadband service to be live no more than 2 working days after installation by Fibre provider (e.g. Chorus). Installation of fibre line as per provider's standard SLA.
Fault Resolution SLA
- For ADSL, VDSL and Fibre broadband customers, issues within the ADSL, VDSL or fibre provider's network (e.g. Chorus) to be resolved as per their SLA.
- For wireless broadband customers, issues within the wireless network to resolved as per the table below.
- For all customers, issues within the Ionica network to be resolved as per the table below.
| Response Time | Resolution (from first response) | |
|---|---|---|
| Severity 1 | 2 hours | 2 hours |
| Severity 2 | 4 hours | 4 hours |
| Severity 3 | 8 hours | 1 working day |
| Severity 4 | 1 working day | 3 working days |
| Severity 5 | 1 working day | Best endeavours |
| Categorisation Criteria | |
|---|---|
| Severity 1 | Fault affecting more than 49 customers resulting in complete service outage. |
| Severity 2 | Fault affecting more than 49 customers resulting in intermittent or partial service failure greater than 20% total outage. |
| Severity 3 | Fault affecting 1 or more customers resulting in complete, intermittent, or partial service failure greater than 20% total outage. |
| Severity 4 | Fault for which an adequate work-around is available. |
| Severity 5 | Any other issue or fault not categorised by the above. |
Our policy is to categorise faults based on the highest severity of matching criteria (severity 1 being highest).
Technical Performance SLA
| ADSL Services | VDSL Services | Fibre Services | Wireless Services | |
|---|---|---|---|---|
| Latency RTT (ping) | 10ms + line* | 10ms + line* | 10ms + line* | 30ms |
| Jitter | 10ms + line* | 10ms + line* | 10ms + line* | 10ms |
| Packet Loss | 0.1% + line* | 0.1% + line* | 0.1% + line* | 0.1% |
*ADSL, VDSL and Fibre services require a connection from a 3rd party (such as Chorus) which are outside of our area of influence. The quoted figures are for performance of the Ionica network and exclude the performance of the line.
Performance measurements of an internet service are affected by the the momentary levels of usage. Therefore these technical performance SLA figures are measured without any traffic load.
SLA Target Penalty
We aim to meet this SLA 95% of the time.
| SLA Target | Penalty | Notes |
|---|---|---|
| 95-100% | None | |
| 90-94.99% | 10% of service fee credit | |
| 80-89.99% | 20% of service fee credit | |
| < 80% | 100% of service fee credit |
Rural wireless plans are excluded from technical performance SLA penalties. Terms and conditions apply to this service level agreement. These terms are set out in our standard terms and conditions.