Support Hours are 9am to 5:30pm 5 days
|Severity||Target Fault Response Time|
|Critical||2 business hrs|
|Major||4 business hrs|
|Minor||8 business hrs|
|Other Service Types||24 business hrs|
|Severity||Target Fault Response Time|
|Critical||End of next business day|
|Major||End of three business days|
|Minor||Scheduled live release deployment|
|Other Service Types||As scheduled|
|Core Network Availability Target||Calculation|
Core Network Availability (month n) =
A = Total minutes in calendar year
B = Total Outage Minutes over previous 12 months
C = Planned Outage Minutes over previous 12 months
Rebates apply to your next monthly bill and are not available for the first 12 months of a contract.
|Service Unavailability (within a single calendar month)||Service Unavailability (within a single calendar month)|
|Between 6 and 24 hours||5%|
|More than 24 hours but less than 48 hours||10%|
|More than 48 hours||20%|
End User refers to the business customer to whom Centre for Educational Excellence on-sells a VReddo service.
Fault refers to a failure in the normal operation of the Services.
Fault Response Time refers to the period of time between a failure in the normal operation of a Service being reported to support by the End user and a response from Centre for Educational Excellence acknowledging the report.
Fault Restoration Time refers to the period of time between Centre for Educational Excellence determining that a reported failure in the normal operation of Service is a Fault and repair of the Fault by Centre for Educational Excellence.
Critical Severity refers to a service problem in the VReddo Service that that severely affects the End User service and requires immediate corrective action. For example, loss of service connectivity, severely degraded service performance. A critical severity fault would result in the End User being unable to use the VReddo service for classes.
Major Severity refers to a service problem that seriously affects the End User operation, maintenance, and administration, etc. and requires immediate attention. For example, an inability to operate a function as per normal ie slide shows not displaying correctly. Videos not playing and holograms working correctly. A Major severity fault impedes the End User but does not stop them from using the VReddo service all together.
Minor Severity refers to a service problem that impairs the use if the full use of service but where the service and major functions are still operational. For example, download display not working, not able to turn the lights off, cannot move student seating. A Minor severity fault impedes minor functions but does not impact the major components of the VReddo service.
Business Day refers to 9:00 AM to 5:30 PM AEST/AEDT weekdays excluding public holidays.
Performance Guarantee refers to our promise of minimum bandwidth performance.
Core Network Availability refers to our core carrier grade availability.
Total Outage Minutes refers to the total time services were unavailable.
Planned Outage refers to the periodic pre-announced occurrence when a network element will be taken out of service for maintenance or upgrade.
Service Unavailability refers to an outage where the performance of the path is degraded to an extent that the service is effectively unavailable. A Service is considered unavailable if more than 60% of the packets transmitted on the path are lost during a period of 15 minutes.
Service Activation refers to the service is active up to the Demarcation Point.
Service refers to the product or service Centre for Educational Excellence is supplying.
This SLA applies to individual connections and the VReddo core services. This means the SLA is applied to each tail of VReddo service and covers the VReddo network as a whole.
This document is written for provision and installations of the VReddo service by Centre for Educational Excellence. Centre for Educational Excellence is not responsible for overall system performance, thermal characteristics and safety issues where the End- User uses third party equipment and/or the system integration has been completed by parties other than Centre for Educational Excellence.
Centre for Educational Excellence is not responsible for: