Service Level Agreements
All data services sold have a service level agreement (SLA).
SLAs ensure both parties are clear on service parameters and under which circumstances escalation paths can be utilised.
Lightwire Response
SLAs Per Carrier
Click on the applicable carrier to see to their SLA.
SLAs for nbn®
National Broadband Network (nbn™) is Australia’s internet backbone connecting millions of businesses and households all over Australia.
* See Premium Assurance Service descriptions
- nbn® EE has “zero” on-net availability – On-demand deployment; every order will require an nbn® fibre build to deliver the service using three different fibre build categories:
- Category A – Simple fibre build required. Pricing will be instantly provided upon a Service Qualification of the location.
- Category B – Simple fibre build required. nbn® Desktop feasibility assessment is required, and it is returned within 3-5 business days.
- Category C – Complex fibre build required. nbn® Complex feasibility assessment is required, and it is returned within 4 weeks.
* See Premium Assurance Service descriptions
** Urban areas and other locations where End User Fault does not require external or internal plant work or nbn® attendance at Premises.
Silver Service
Silver 99% Service Availability Guarantee (SAG):
- Service availability target: 99% uptime
- Allows for 438 minutes of downtime per month (based on a 24-hour period and 30 days per month)
- Scheduled outages between 12:00 am and 6:00 am are excluded
- Rebates provided for downtime exceeding 438 minutes
Gold 99.95% Service Availability Guarantee (SAG):
- Service availability target: 99.95% uptime
- Allows for 21.36 minutes of downtime per month (based on a 24-hour period and 30 days per month)
- Scheduled outages between 12:00 am and 6:00 am are excluded
- Rebates provided for downtime exceeding 21.36 minutes:
Service Availability Guarantee (SAG) rebate terms
- The SAG rebate applies only to the service affected by the fault, not all services on the customer’s account.
- The rebate time counter starts when the customer logs a fault with the Lightwire help desk.
- The customer must request a rebate within 3 months of the relevant issue to receive the payment.
- The SAG does not cover events or occurrences beyond Lightwire’s reasonable control, including acts or omissions of third parties, customers, or force majeure events.
- The SAG is applicable only while the customer has a current and active service contract with Lightwire.
- Services that are out of contract, that is to say that are on a rolling 30 day term, do not include a SAG even if paying for a Premium Assurance Service.
* See Premium Assurance Service descriptions
** Urban areas and other locations where End User Fault does not require external or internal plant work or nbn® attendance at Premises.
SLAs for AAPT / TPG Telecom
Fault Prioritisation
- Critical: Continuous service stoppage, causing complete service disruption.
- Major: Intermittent service stoppages, causing intermittent service disruption
- Minor: Degradation in service performance, with service continuity remaining.
*Installation target can be extended if the building leading or MDF requires additional cabling.
Customers are responsible for building lead in and internal cabling into their office.
Serivce Demarcation Point
The service demarcation point is a physical location, usually within the customer’s site where AAPT service responsibilities end.
The customer is responsible for all cabling from the service demarcation point to the customer’s own equipment.
The service demarcation point for the FAST Fibre is the Network Terminating Unit (NTU). The NTU is installed and maintained by AAPT and remains the property of AAPT. Customers need to supply their own routers.
Notes
Upstream SLA is 99.95% Availability
Upgrades: Fibre250 or Fibre400 service cannot be upgraded to a Fibre1000 service and vice versa as they are considered separate products. A full Early Termination Fee would apply should this type of service change be required.
Technical Facts
- VLAN transparency: Yes
- MTU Size: Standard – 1526 bytes (for On-Net and NBN Ethernet TC-2 (NTU) tunnelled solution)
- MTU Size: Jumbo – ~ 9216 bytes (customer interface only, target only, and in On-Net Fibre, Metro region only)
- MTU Size: 8900 byes (for NBN Enterprise Ethernet (NTU))
- MAC Addresses: Unlimited
- All on-Net Fibre e-Lines via FastFibre are TC2
- Traffic Class: TC2 (CIR:PIR = 1:1), i.e. 100% CIR Services are provisioned at the ordered bandwidth and cannot burst
New Zealand SLAs
Click on one of the carriers below to jump to the relevant SLA.
SLAs for Chorus
Chorus is New Zealand’s largest fibre company, with an extensive network covering more than half of New Zealand. Their high-speed fibre network spans from Auckland to Bluff.
- Restoration targets are not rebate backed.
- Availability window is 7 days per week between 7am and 6pm.
- Fault resolution not guaranteed as a result of site visit.
- If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
- The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for Tuatahi First Fibre
Tuatahi First Fibre provides fibre access to 240,000 homes and businesses throughout the Waikato, Bay of Plenty, Manawatū-Whanganui, Taranaki and the Auckland region.
- Restoration targets are not rebate backed.
- Availability window is 7 days per week between 7am and 7pm.
- Restoration targets are not rebate backed.
- Availability window is 7 days per week between 7am and 7pm.
- Fault resolution not guaranteed as a result of site visit.
- If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
- The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for Enable
Enable is the fibre network provider for Greater Christchurch connecting over 200,000 homes, businesses, and schools in Christchurch and towns in the Waimakariri and Selwyn districts.
- Restoration targets are not rebate backed.
- Availability window is 7 days per week between 7am and 7pm.
- Business restore requires a business, health, and/or education address.
- Fault resolution not guaranteed as a result of site visit.
- If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
- The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for Lightwire Rural
Lightwire Rural is New Zealand’s largest Wireless Internet Service Provider (WISP), connecting over 8000 rural households and business across the Waikato and Bay of Plenty.
Monday – Friday: 8.00am – 10.30pm NZT
48 hours (weekday) for faults requiring a requiring a customer site visit.
48 hours (weekday) for faults requiring a requiring a customer site visit.
Restoration targets are not rebate backed.
* Excluding Public Holidays (reverts to After Hours Target Response Times).
**Outside of these hours calls will go to voice mail and responded to first thing on the next business day.
Please contact your Account Manager for any urgent or after-hours calls.
SLAs for Electricity Ashburton
Electricity Ashburton owns and operates 520km of direct access urban and rural fibre throughout the Ashburton region and extends to Mt. Somers, Rakaia, Hinds, Mayfield, Chertsey, and Lake Hood.
Physical review is best endeavours across all products.
Working day: Monday – Friday excluding public holidays.
Business hours: 8.30am – 5.00pm.
- Physical review is best endeavours across all products.
- Working day: Monday – Friday excluding public holidays.
- Business hours: 8.30am – 5.00pm.
SLAs for Northpower Fibre
Northpower Fibre is Northland’s fibre carrier, connecting over 30,000 homes and businesses across Kaipara and Whangarei.
*Measured from the time that a fault is detected, either by an End User fault report or by a Network surveillance system, to the time the fault is resolved and the UFB Services is restored.
Restoration targets are not rebate backed.
- Fault resolution not guaranteed as a result of site visit.
- If the technician does not arrive to site within the Critical Response timeframe (2 hours), we will advise you of the earliest possible time we can have a technician at your customer premises – this will not incur a charge.
- The service level is met if a technician is onsite (at either an exchange, cabinet or customer site) within 2 hours.
SLAs for One NZ
One NZ offers a variety of retail connectivity solutions, however, Lightwire, partners with One NZ for their Point to Point Metro Access services in Auckland, Christchurch, and Wellington.
Fault Prioritisation
Priority 1 (P1): Critical impact – a catastrophic fault where a minimum of 50% of users at a particular site cannot use a particular service.
Priority 2 (P2): Major impact – up to 50% of users at a particular site cannot use a particular service.
Priority 3 (P3): Minor impact – repeated quality problems. Intermittent faults or degraded service. No major service impact.
- Resolution targets are not rebate backed.
- Availability window is 7 days per week between 7am and 7pm.
SLAs for Vector Fibre
Vector owns and operates their own fibre network in the Auckland region. Lightwire partners typically utilise Vector Eclipse as a secondary connection to improve their Auckland clients’ resiliency.
Restoration targets are not rebate backed.
Availability window is 7 days per week between 7am and 7pm.
SLAs for Vital
Vital owns and operates their own fibre network in the Wellington region. Lightwire partners typically utilise Vital Access as a secondary connection to improve their Wellington customers resiliency.
Restoration targets are not rebate backed.
Availability window is 7 days per week between 7am and 7pm.
Restoration targets are not rebate backed.
Availability window is 7 days per week between 7am and 7pm.
SLAs for Unison
Unison Fibre provides Ultra Fast Broadband (UFB) services to businesses and homes in Hawke’s Bay, Taupo, and Rotorua.
Outside of SLA hours outage: In the event that an outage occurs outside of the applicable SLA the resolution time above shall commence at the start of the next period of the specified SLA.
Target Restoration Time:
- Minor fault (hardware and minor fibre outage): Less than 8 hours for residential and 6 hours for business.
- Major fault (major fibre outages): Less than 18 hours.
Notes:
- LFC Service Desk Availability to Report Faults: 24/7.
- Time to Respond – Acknowledge (Faults): 30 minutes.
- Time to Update (ETA for fault restore): 2 hours
- Time to Respond Onsite (Faults): Less than 4 hours.
- Enhanced 1 restoration upgrade for BS2 and Enhanced 2 for BS3 circuits POA.
SLAs for 2degrees
Lightwire utilises 2degrees’ network to provide mobile data services over the 850Mhz (3G), 700Mhz and 1800Mhz (LTE) frequencies within New Zealand.
- Resolution targets are not rebate backed.
IP Transit SLAs
Click on one of the carriers below to jump to the relevant SLA.
SLAs for Domestic Transit Services
Lightwire offers an SLA for clients with an Domestic Transit Service. This SLA defines the following:
Domestic Transit restoration targets are based on the following severity levels:
- Low: Degradation in service performance, with service continuity remaining.
- High: Intermittent service stoppages, causing intermittent service disruption.
- Critical: Continuous service stoppage, causing complete service disruption.
*Excluding Public Holidays (reverts to Other Times Target Response Times)
Lightwire provides the following targets;
The table values below describe the likely worst case round trip latency, jitter and packet loss, for national transit over the Lightwire network.
- Latency is measured as round-trip delay using 56 byte Ethernet frames.
- Packet Loss is the percentage measured over a 24 hour period.
Note: Lightwire is unable to guarantee performance levels once traffic leaves our network
SLAs for International Transit Services
Lightwire offers an SLA for its clients with an International Bandwidth Service. This SLA defines the following:
Restoration targets are based on the following severity levels:
- Low: Degradation in service performance, with service continuity remaining.
- High: Intermittent service stoppages, causing intermittent service disruption.
- Critical: Continuous service stoppage, causing complete service disruption.
*Excluding Public Holidays (reverts to Other Times Target Response Times)
Lightwire provides the following targets;
The table values describe the likely worst case round trip latency, and packet loss, expected for best effort data services on Lightwire’s network. Real-Time Latency, plus Real-Time and Key Applications packet loss are contracted levels.
- Latency is measured as round-trip delay using 56 byte Ethernet frames.
- Packet Loss is the percentage measured over a 24 hour period.
Note: Lightwire is unable to guarantee performance levels once traffic leaves our network.
MTU Size
MTU size is limited to 1500 on international bandwidth services. If you require greater MTU capability, we recommend that you go with a layer 2 transit option, which has a maximum MTU of 4000.