FTTB - Fibre to the Business

Transcription

1 FTTB - Fibre to the Business fibre fast BROADBAND frequently asked questions open access network

2 frequently asked questions what is this initiative all about? SADV will consider installing fibre into your Office, Office Park or Precinct, subject to feasibility criteria being met. We will then provide a fibre optic network allowing you to choose from a variety of Broadband and VoIP products. Fibre-to-the-business (FTTB), is the installation and use of optical fibre from a central point directly to offices or office buildings to provide unprecedented high-speed internet access. SA Digital Villages already has infrastructure in many suburbs across South Africa, passing thousands of homes and businesses. okay yes, I want it...what now? a) If you would like to proceed, then you will be required to complete your order on our signup4fibre.co.za sign up site. b) You will also need to complete the contract documentation that will be sent to you from our docusign contract management platform. This is automatically sent to you once you have placed your order on the sign up site. c) Once we have received your order, a feasibility process is conducted by SADV to determine the feasibility of providing the services to you. d) Once the required service is deemed feasible by SADV, then SADV will confirm your order in writing. e) SADV will then inform you of the estimated lead time to activate the service. f) Please note that in many cases on sites where we have pre installed fibre and infrastructure at your site, feasibility will merely be a formality, but will still need be to confirmed by SADV upon receipt of your order. g) If the feasibility turns out to be negative and we are not able to activate the services you have requested, then your order will be deemed null and void and there will be no further contractual obligations from either party. For further clarity please sales@sadv.co.za if required how is the fibre brought to my office? The drawings below indicate the basic planning for bringing fibre into your building (fig.1) and office (fig.2) (fig.1) (fig.2) Fibre is brought into your building via existing or new routes from the nearest fibre manhole outside the building. Fibre is brought into your office server room from either a wallbox on your wall or on existing cable trays in the ceiling or floor. Fibre is generally terminated in the IT cabinet in your server room. where in my premises will it be installed? The Broadband Connection Point will be installed into a fibre CPE device in your IT cabinet. what equipment will be installed? The drawings below indicate what equipment you can expect to be installed when signing up with SADV (fig.3). Devices installed may vary dependent on your individual businesses needs and requirements (fig.4). * Please note that this is indicative only and may change dependent on your or our requirements. (fig.3) (fig.4) router board fibre termination box or 1U splice tray router board network switch fibre termination box or 1U splice tray VoIP PABX Generally installed in the IT cabinet in your server room Generally installed in the IT cabinet in your server room

3 I have a router, can I use it? The fibre device installed by SADV is specific to SADV fibre broadband services without Wi-Fi and the service will not work with an ADSL router. The fibre device does not have Wi-Fi functionality, however, if Wi-Fi is required, we will be able to quote on a Wi-Fi access point. does the installed equipment belong to me? The equipment remains the property of SADV and should not be removed from the property without the explicit permission of SA Digital Villages. The benefit of this is that SADV will at its' own cost replace any faulty equipment. The IP phone(s), PABX and Switches (if purchased), however, will remain your property. what does synchronous broadband mean? In layman's terms this means that you will enjoy the same speed for downloads and uploads. This is important and relevant for any services that require two-way communication. An example, would be Skype voice or video calling. This requires quality services and speed to be provided in both download and upload directions. SADV s FTTB products are all synchronous and unshaped. what are the activation costs? Please review your site on the signup page, for confirmation of installation and activation costs. what are the available methods of payment? Monthly debit order or monthly payment on invoice. Payments need to be received before the 7th of each month to avoid suspension. does SADV manage my internal network? No, SADV will provision and terminate services on the SADV router that is installed. Any internal cabling or IT requirements need to be handled by your IT support. what is the contract term? Contract terms associated with your preferred service can be found once you have selected your preferred service via our online signup platform. can I use my existing analogue phone for VoIP and intercom* services? This may be possible depending on the service that SADV is providing. This will be confirmed once we have provided the solution architecture required (If applicable) to provide the services you have requested. * where applicable I have Telkom landline, do you guys simply take over the Telkom landline, or do you use another technology all together? SA Digital Villages provides our own voice termination platform. Your existing geographical number can be ported, which means that we will take over your number so there is no need to change your number. The porting process takes approximately 7 working days and is a fairly simple process attracting a small once-off fee of R50.00, excluding VAT. Please contact us and we will advise you on what information we require to start the porting process. can I make use of my own digital IP telephone? This may be possible depending on the service that SADV is providing. This will be confirmed once we have provided the solution architecture required (If applicable) to provide the services you have requested. what are the call rates on your telephone lines? A basic call rate structure can be supplied on request. Kindly note that these rates are subject to change without prior notice. what are the fair usage policies on the uncapped lines? SADV s standard Fair Usage Policy is as follows: You may not create an unusually large burden on our network, including, without limitation, continuously using a bit torrent service for unreasonably long periods of time; continuous FTP uploading or downloading, or otherwise generating levels of traffic sufficient to impede others' ability to send or retrieve information, or to use the services in an abusive manner in connection with any unlimited packages, options or promotions. We reserve the right to establish policies, rules or limitations, from time to time, concerning the use of any service. You must comply with any bandwidth, data storage, or other limitations we may impose, at our reasonable discretion. Failure to comply with these rules will result in your service being restricted, suspended or terminated, at our reasonable discretion.

4 what is the contention ratio on the service? SADV provides guaranteed line access speeds on our core network. There is no contention applied on this speed. This is the local speed on our network from the client device to our main local data center where our core network equipment will be situated. Once your traffic reaches this point and then goes out of our network to some other server on the internet, we have no control over the speed and quality on this portion. This is particularly prevalent when you are accessing data on servers that are situated internationally. When performing a speed test, you should know that there are many factors which can distort the results. To ensure you receive the most accurate results, you should apply the below suggestions. Make sure your computer is connected via an Ethernet cable and NOT with Wi-Fi. The server with the shortest latency and appropriate bandwidth will yield the most accurate results. (Therefore choose a server closest to your test location) Check if you have no other programs or unnecessary processes running in the background. (Updates or anti-virus checks) Other factors to consider: If you are testing your 20Mbps connection, there may be another twenty users testing their 20Mbps connections at the same time to the same speedtest server. All of these tests will pull from the 100Mbps server connection and thus affect each user s result. This is because the capacity of the speed test server is not optimised for 20 users all running tests at the same time. what is the procedure and pricing for purchasing additional bandwidth once you hit your data bundle cap? SADV has a self-service billing portal, where you can manage your account and purchase data bundle top-ups. how can I perform my own speedtest? Before your services are activated, the infrastructure used to connect your unit undergoes a number of tests; only once all these tests have been passed are your services activated. You may, however, perform your own independent speedtest using one of the applications downloadable from the internet. Importantly though, this test must be done by connecting directly to the router (using a cable), not via your Wi-Fi Network, as there are a number of factors which affect the performance and speed of the Wi-Fi Network and these are out of the control of SADV and/or your selected ISP. The terms and conditions of your specific package must also be considered when assessing the results of your speedtest. I am currently with another ISP and have been using the same address for many years. Can I still use it on your network? Most ISP s will allow you to still keep your address with them even if you cancel your internet service with them. They will still charge you an annual fee, to host your account. Please contact your existing ISP to arrange to keep your address. if I choose to upgrade my package after a few months what is the procedure and cost (if any)? There are no upgrade costs during the contract period, just call our sales desk for further information. if I choose to downgrade my package after a few months what is the procedure and cost (if any)? Downgrades are not possible during the contract period. After the contract period is complete, you can downgrade your package, provided 30 days notice is given. when can I expect my first debit order to go off my account? SA Digital Villages as an ISP will send you an invoice of your account towards the end of each month. Your debit order will go off on the 1st of the month and is billed in advance. I do not have a South African bank account, how can I pay? SADV as an ISP will allow you to pay via EFT once you have received your monthly invoice. If payment is not reflecting on or before the 7th of each month, your account and services will be suspended. Multiple late payments will result in penalty or termination of services. SADV accepts Paypal payments. To make a Paypal payment, please use our SADV Paypal account id which is as follows: accounts@sadv.co.za

5 what service calls/callouts and support does SADV offer especially after hours? We offer support via telephone ( ) or by logging a support ticket on our helpdesk via (bizsupport@sadv.co.za). For retail packages please allow 24 business hours for support requests. All premium customers, please refer to your SLA for turnaround times, uptime guarantees and penalties. is this compulsory, I don t wish to be part of this? No, this is not compulsory. However, please feel free to contact us should you change your mind. open access network customer support bizsupport@sadv.co.za