Service Level Agreement (SLA)

Support Hours

Support Hours are 9am to 5:30pm 5 days 

Incident Response Time

Severity Target Fault Response Time
Critical 2 business hrs
Major 4 business hrs
Minor 8 business hrs
Other Service Types 24 business hrs

Fault Restoration Time

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

Core Network Availability Target Calculation
99.95% 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

Monthly Service Charge Rebates

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%

Definitions

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.

Exclusions

Service Activation delay does not include any delays caused by:
  • Planned Network outages
  • Acts, omissions and delays by an End User including installation requirements beyond SLA activation period.
  • Behaviour of End User equipment, facilities or applications
  • Acts of God and any other situations beyond the reasonable control of Freedom Internet
  Centre for Educational Excellence’s service assurance obligations do not extend to faults caused as a result of:
  • Any fault in equipment, software or any network not forming part of the service this includes but is not limited to Oculus Rifts, Touch Controllers, Sensors, Oculus Go’s, Oculus software and PC or Laptops; or
  • Damage from any external cause that may prevent the service working.
  • Acts or omissions of an End User.
  • Third party equipment that is not installed by Centre for Educational Excellence.

Service Unavailability does not include any unavailability resulting from:

  • Planned Network outages.
  • Acts or omissions of an End User.
  • Acts of God, and any other situations beyond the reasonable control of Centre for Educational Excellence.
  • Faults in the End User equipment or software.
  • Damage due to external causes, e.g. vandalism, theft, loss of power, flooding, pests etc.

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.

  • Centre for Educational Excellence may, but is not obliged to, provide the End User with onsite technical support. This is a charged service with separate terms and conditions.
  • Centre for Educational Excellence may access End User content and other parts of the service as necessary to identify and resolve technical problems or to respond to service complaints.

Liability of Centre for Educational Excellence

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:

  • The correct operation and functioning of the End User‘s intruder detection alarm systems associated directly or indirectly with the operation of VReddo services
  • The End Users network and security systems blocking or hampering VReddo’s connectivity.
  • Natural disasters or extreme weather conditions (e.g. bushfire, flood, cyclones) or where delays and outages are caused by infrastructure shortfalls – including staffing and physical resources.
  • Software not distributed, approved or recognised by Centre for Educational Excellence including software downloaded from the Internet. If an End User uses such software in connection with the VReddo service, Centre for Educational Excellence will not be liable for any fault, loss and/or damage resulting directly or indirectly from such use.