Service Level Agreement: binding operation times
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Working Hours (MO - FR from 7:30 - 12:00 AM und 1:00 - 5:30 PM)
|
Service
|
Reaction time
|
Intervention
|
Service Recovery
|
|
Standard 1
|
< 10 h
|
< 16 h
|
< 24 h
|
|
Standard 2
|
< 4 h
|
< 10 h
|
< 16 h
|
|
Standard 3
|
< 2 h
|
< 6 h
|
< 12 h
|
|
SLA PLUS
|
< 1 h
|
< 2 h
|
< 8 h
|
The above listed hours are to be seen as time within working hours. That means, when there is a service fault reported with SLA Plus at 1400h, a reaction should take place before 1500h and an intervention before 1600h. The service should have been completely restored at the latest by 1200h the following day.
Outside Working Hours
|
Service
|
Reaction time
|
Intervention
|
Service Recovery
|
|
Standard 1
|
< 12 h
|
< 16 h
|
< 24 h
|
|
Standard 2
|
< 8 h
|
< 10 h
|
< 16 h
|
|
Standard 3
|
< 4 h
|
< 6 h
|
< 12 h
|
|
SLA PLUS
|
< 2 h
|
< 4 h
|
< 8 h
|
The above listed hours are to be understood as effective time. This method of time calculation is only asserted when the customer specifically requests a chargeable troubleshooting service outside of the working hours. This means when there is a service fault and it is reported with SLA Plus at 1800h, and the customer specifically requests a repair outside of working hours, then a reaction should take place before 2000h and an intervention before 2200h. The service should have been completely restored at the latest by 0200h the following day.
SLA listed by Product
The following tables show you the products and their allocated Service Level Agreements.
Data products / Leased Lines
|
Service
|
Standard 1
|
Standard 2
|
Standard 3
|
SLA Plus
|
|
Transmission medien
|
x
|
-
|
-
|
-
|
|
VLL PP
|
-
|
x
|
-
|
-
|
|
VLL PPP
|
-
|
-
|
x
|
optional
|
|
PLN up to 1 MB
|
-
|
-
|
x
|
-
|
|
PLN up to 2 MB
|
-
|
-
|
x
|
optional
|
|
PLI up to 1 MB
|
-
|
-
|
x
|
-
|
|
PLI up to 2 MB
|
-
|
-
|
x
|
optional
|
Internet products
|
Service
|
Standard 1
|
Standard 2
|
Standard 3
|
SLA Plus
|
|
ADSL 768 / 1024
|
x
|
-
|
-
|
-
|
|
ADSL 1536/ 2048
|
-
|
x
|
-
|
-
|
|
ADSL 2+
|
x
|
-
|
-
|
-
|
|
xDSL 1 - 8 MB
|
-
|
x
|
-
|
-
|
|
IP Uplink up to 1 MB
|
- | - | x | optional |
|
IP Uplink from 2 MB
|
- | - | x | optional |
|
ISP Net
|
- | - | x | optional |
Voice services
|
Service
|
Standard 1
|
Standard 2
|
Standard 3
|
SLA Plus
|
|
analogue connection
|
x
|
-
|
-
|
-
|
|
ISDN Light
|
x
|
-
|
-
|
-
|
|
ISDN Basic
|
x
|
-
|
-
|
-
|
|
ISDN Primary
|
-
|
x
|
-
|
optional
|
|
flexnet white label
|
-
|
-
|
x
|
optional
|
Content services
|
Service
|
Standard 1
|
Standard 2
|
Standard 3
|
SLA Plus
|
|
analogue R/TV Signal 1)
|
x
|
-
|
-
|
-
|
|
digital R/TV Signal 1)
|
x
|
-
|
-
|
-
|
1) Delivery of R/TV Signals to the community network provider
Any questions about our Service Level Agreements? We will gladly advise you.
Customer Service
Personal advice
Free number LI: 800 22 22
International: +423 237 74 00
International: +423 237 74 00
More information
Overview SLA (in german)