1. Abstract This document provides a guideline on the minimum requirements and business rules surrounding the layout of the various topologies featuring access medium link/s to the customer site on the Vodacom network. Vodacom Business contracts (offered by FirstNet) are on a per-site which means that the site needs to be available for a minimum period of time for the month, as per the below table. 2. Product Summary Per Site Premium Enhanced Essential Standard+ Standard Monthly site availability 99.72% 99.44% 99.17% 98.88% 98.33% Maximum monthly downtime allowed 2 hrs 4hrs 6 hrs 8 hrs 12 hrs Primary Interface o Microwave IPConnect - P2P / P2MP o Telkom Diginet o Metro E IPConnect Fibre Backup Interface Option(s): o Microwave IPConnect - P2P / P2MP **** ***** ***** o WiMAX AR * o Telkom ADSL o Vodacom 3G o Metro E IPConnect Fibre ** ***** ***** o Telkom Diginet ***** Number of CPE devices on site: o Single Cisco CPE Router o Dual Cisco CPE Routers *** Transmission Device Layout: o Single Tellabs device at customer site o Single Tellabs device at nearest PoP o Dual Tellabs devices at customer site o Single Tellabs device at two diverse PoP s IP PoP Layout: o Single VB IP PoP connectivity o Dual VB IP PoP connectivity at diverse sites o Dual VB IP PoP connectivity Last mile redundancy: o o No last mile redundancy required, but protected core redundancy required Geographically diverse last mile redundancy required and protected core redundancy required o Last mile redundancy required and protected core redundancy required Redundancy setup (if Backup interface requested): Active/Passive Primary interface is active and backup interface is passive until primary fails, at this point the backup interface will become active until the primary interface is repaired * IMPORTANT NOTE: Adding Microwave or WiMAX as backup may allow for a higher percentage to be negotiated for the site but ADSL and 3G will not be affecting; meaning that the availability percentage will not be allowed higher than 98.88% with either of these backup options. ** IMPORTANT NOTE: The Backup interface should be the same size as the Primary interface to accommodate traffic during failover and the backup interface must use an alternate building entry to the Primary Interface at the Customer Site. *** IMPORTANT NOTE: While the access mediums are required to be geographically redundant, the two CPE devices should be within 500m of each other to accommodate for attenuation on the heartbeat optical cabling. **** IMPORTANT NOTE: Microwave is only allowed as a temporary backup measure until fibre can be installed ***** IMPORTANT NOTE: The Backup interface should be the same size as the Primary interface to accommodate traffic during failover and the backup interface must use an alternate building entry to the Primary Interface at the Customer Site.
2.1. Service Downtime A service shall be considered unavailable in the event of any unscheduled Service Downtime due to equipment failure. Unavailability of the Customer service and shall be calculated per site, on a monthly basis. 2.1.1. Service Downtime shall not include any unavailability resulting from: a) Scheduled Downtime for scheduled maintenance; b) Interruptions or delays resulting from any third party services; c) Supplies, power or equipment provided by the Customer or their suppliers, which is required in the provision of the services; d) Any incident that affects the availability during any period when the Customer elects not to allow Scheduled Maintenance on the service at the request of FirstNet or Vodacom, acting reasonably; e) The Customer's applications, equipment or facilities; f) Interruptions due to the failure of equipment provided by the Customer or other third party on behalf of the Customer; g) Acts or omissions of the Customer, including the provision of inaccurate information knowingly or unknowingly, or user of the service or Customer-caused outages or disruptions; h) Suspensions due to non-payment of any amount payable by the Customer to FirstNet under this Agreement; or i) Force majeure. 3. Summary of pertinent topologies and business rules
3.1. The pertinent business rules for the Premium topology are: The access links need to be geographically redundant with dual protected routes across the core network. The customer site requires dual CPE (Customer Premises Equipment) routers with dual Tellabs nodes. These will interconnect to separate Vodacom Business PE (Provider Edge) devices at the nearest Vodacom 3.2. The pertinent business rules for the Enhanced topology are: The access links need to be geographically redundant with dual protected routes across the core network. This will interconnect to separate Vodacom Business PE (Provider Edge) devices at the nearest Vodacom 3.3. The pertinent business rules for the Essential topology are: The access links need to be geographically redundant with dual protected routes across the core network. The access media will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom 3.4. The pertinent business rules for the Standard + topology are: Single access medium to customer site. Dual protected routes across the core network required. This will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom The Backup Access link is available on request from the customer but it is not standard component of the and will incur additional costs. If the customer requires secondary access, a higher should be considered. 3.5. The pertinent business rules for the Standard topology are: Single Access medium to customer site. Dual protected routes across the core network required. This will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom The Backup Access link is available on request from the customer but it is not a standard component of the and will incur additional costs. If the customer requires secondary access, a higher should be considered.
4. SERVICE CREDITS 4.1. All Services are subject to a stabilisation period of 3 (three) months: 4.1.1. During the abovementioned stabilisation period the Customer Services shall be provisioned and billing shall commence; 4.1.2. The Customer may raise queries regarding the implementation of the Services during this period; 4.1.3. The measuring of parameters for the purpose of management and monitoring of the Services shall commence during this time but no Service credits shall be calculated during this period; 4.1.4. Once the stabilisation period has elapsed, formal measurement shall commence and Service credits may be claimed for any non-adherence as stipulated in the relevant. 4.2. All service credits are calculated as a percentage of the Monthly Service Charges due in respect of the relevant Service that did not meet the parameters set out in the. 4.3. Service credits will be calculated as 10% of the relevant Service fee as indicated above. 4.4. Service credits claimable by the Customer in any given month may be claimed for a period of 6 (six) months from the date on which the Service credits become claimable failing which they lapse with immediate effect and no claims regarding such credits shall be processed by VODACOM. 4.5. Service credits will be calculated each calendar month, one month in arrears. 4.6. Service credit needs to be confirmed by VODACOM before they are processed. 4.7. A confirmed Service credit will be processed on the customer s invoice one calendar month following such a Service credit claim. 4.8. Service credits are accrued against the availability parameters of the services as is set out in the relevant. 4.9. Service credits are accrued against performance parameters as set out in the relevant in the event of poor performance when the service is fully functional. 4.10. Service credits may not be claimed against performance and availability simultaneously. 4.11. The availability percentage is calculated as the average availability of the Service over a calendar month based on the selected Service Cover Period. 4.12. Any new installation will occur as per a agreed Project plan and no Service Credits will be incurred within this stipulated project period. 4.13. The customer will not at any time withhold funds due to VODACOM. 4.14. The Customer is eligible for Service credits with the following exceptions: 4.14.1. Where the Customer is indebted to VODACOM for any amounts that remain due and unpaid; 4.14.2. Negotiated and contracted allowances and exclusions; 4.14.3. Force Majeure, as defined in the General Terms and Conditions, affecting the Services; 4.14.4. Failure of hardware, unless such hardware is within the sole control of VODACOM; 4.14.5. Interruptions due to the negligence of the Customer; 4.14.6. Failures due to third party networks; 4.14.7. Services that are provided as best effort; 4.14.8. Where there is no product specific service level definition governing the Service. 5. PERSISTENT FAILURE 5.1. The Customer has the right to claim service credits for any confirmed failure at a site as per the General SLD. 5.2. Should a site fail to meet the target for two consecutive months, the Customer may request that VODACOM initiate a Service Improvement Plan (SIP). 5.3. Should the Service Improvement Plan fail to remediate the matter, the Customer reserves the right to cease, at no cost to the Customer, any service that suffers a chronic outage which results in a failure to meet the target for three months consecutively as laid out below: 5.4. First month failure: 5.4.1. The applicable service credit amount (if any) as calculated in accordance with the calculation matrix for the missed service level parameter.
5.5. Second consecutive month failure: 5.5.1. As for the first month above, but also: 5.5.2. If the 2nd consecutive month falls below the target, as set in the service level section, The Customer will have the option to claim the applicable service credit, but the Service Manager will initiate a SIP to investigate the cause of the persistent failure. 5.6. Third consecutive month failure: 5.6.1. As for the second month above, but also: 5.6.2. If the 3rd consecutive month falls below the target, as set out in the service level section and the SIP has not yielded any results, the Customer may elect to terminate the affected site as a service level termination event or the customer may elect to accept a service credit and allow the SIP investigation to continue 6. FAULT REPORTING 6.1. All service requests and status queries on faults must be directed to the FirstNet Service Desk. 6.2. The email is support@firstnet.co.za or tel 0861 98 98 96 and will be logged into the FirstNet Faults tracking system 6.3. The FirstNet Service Desk will only respond to service requests that have been logged and has been issued a valid reference number from FirstNet. 6.4. After the fault has been logged the Customer will be allocated a reference number and the Service Desk will contact the customer and perform no more than 15 minutes telephonic support before the call is allocated to a technician. 6.5. It is vital that as much detail is supplied to the FirstNet Service Desk on the description of the fault so that the technician allocated to the fault will be in a position to resolve the problem in as short a time as possible. 6.6. If it has been established that the fault is network related, FirstNet will log it with the Vodacom Support Centre on the customer s behalf. 6.7. A full service report on exactly what the technicians did can be supplied on request. 6.8. A technician will report to site with the service request, the customer must sign and date the service request once he/she is happy that the fault has been resolved. A job will be considered complete only when the signed job sheet is returned to the Service Desk. 6.9. Reported incidents will be logged according to severity levels as follows Severity Level 1 2 3 Problem statement Material loss of Customer service. Material loss of customer service will be considered to be the full outage of the customers assured access mediums and/or managed services Partial loss of Customer's service. Partial loss to Customers service will be considered as the loss of n primary access medium or any portion of a managed service utilised by the customer. Customer s service is degraded. Degradation will be considered as congestion of the customers access medium and or packet loss as well as minimum service impairment of manages services. Change Requests 4 5 Minor Changes: Any client requested change that will not affect services, and can be implemented immediately, with no scheduled down town time required. Planned changes: Any client requested change that will affect services, and needs to be implemented after hours / off-peak, with proper planning and scheduling on both sides.
6.10. The response times, from the logging of an incident shall be: Incident Severity RESPOND RESTORE Business hours RESTORE After Hours 1 within 30 minutes within 5 hours 2 within 1 hour within 7 hours 3 within 2 hours within 9 hours 4 within 4 hours 1 Business Day 5 within 4 hours As Agreed