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).
|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|
|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).
|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.
We aim to meet this SLA 95% of the time.
|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.