All individual tails/circuits are covered by a Service Level Agreement to ensure availability of services should they become unavailable. The SLA is based on the type of service supplied, and excludes the following;
Comvergence’s service assurance obligations do not extend to faults caused as a result of:
Network Unavailability does not include any unavailability resulting from:
This SLA only applies to individual tails. This means the SLA is applied to each tail of a multipoint network, and not the network as a whole. Further, this means working tails on a multipoint network will not attract service activation or service unavailability rebates being applied to a tail that has not met the SLA.
Comvergence may, but is not obliged to provide the customer with on site technical support. This is a charged service with separate terms and conditions. Comvergence may access customer content and other parts of the service as necessary to identify and resolve technical problems or to respond to service complaints.
Service Assurance
The customer is responsible for isolation and rectification of service faults their own equipment and where applicable their own network. In cases where the Customer believes that the fault is not in the network or End User equipment but in the Comvergence network, the customer must lodge a Support Request with Comvergence via the Comvergence Support Desk on 1300 550 125 or via email to support@comvergence.com.au. Faults can only be lodged to upstream Carriers during Business Hours, should the fault be outside the Comvergence Network.
Fault Response & Restoration Time
Fault Response Time is the time taken by Comvergence to acknowledge a fault reported during the Service Period.
Minor problem means a service problem that the Customer does not view as critical or major. Minor problems are those that do not significantly affect the End User service.
Major problem means a service problem that seriously affects the End User operation, maintenance, and administration, etc. and requires immediate attention, e.g. Reduction of data carrying capacity, repeated short outages or significant increase in occurrence of Support Requests
Critical problem means a service problem in the Comvergence network that severely affects the End User service, and requires immediate corrective action, e.g. loss of service connectivity, severely degraded service performance.
Response Times for each Category of service:
Minor: 24 Hours Major: 4 Hours Critical: 1 Hour
Restoration Times
Severity | Target Fault Restoration Time* | |
---|---|---|
Metropolitan Area | Regional Area | |
Critical | End of next Business Day | End of two Business Days |
Major | End of two Business Days | End of three Business Days |
Minor | End of three Business Days | End of four Business Days |
Service Rebates
If Comvergence determines in its reasonable commercial judgment that during any calendar month, the Comvergence service was unavailable for a total period longer than six Business Hours, then the Customer account will be credited as follows:
Service Unavailability (Business Hours) | Rebate(Only Recurring Monthly Charges) |
---|---|
Between 6 and 20.5 hours | 10% |
More than 20.5 hours but less than 42.5 hours | 20% |
More than 42.5 hours | 50% |
Business Days are weekdays, excluding National Public and gazetted Holidays, that commence at 8:00am and finish at 6:00pm.
Business Hours are 8:00am to 6:00pm weekdays excluding National Public and gazetted Holidays.