SLA

Metrofibre networx Operations Centre (MNOC)

The MNOC, which incorporates the Service Desk and Call Centre, is situated at the POP site in Randjesfontein Midrand, is operational 24/7.  To increase network resilience and support the MFN DR site is situated in a secure location in Midrand South. The MNOC is the nerve centre for all networx activity and is purpose built to manage and monitor all MEF related recommendations.  The MNOC also controls all service provisioning; client build, change management, client connection, fault reporting as well as all network maintenance and service issues. The MNOC will also manage all network availability guarantees, namely;

 
  • Packet Delivery Guarantee
  • Network Latency Guarantee
  • Network Availability Guarantee

The service offering will be driven in two parts:

Firstly a Service Level Agreement or SLA. This agreement defines the quality of the physical network, its availability and associated response times. All aspects of the SLA will be monitored and managed by the MFN Network Operations Centre in Midrand.  The following levels of SLA are available, as per the table alongside.

  • Premium Gold
  • Premium Silver
  • Bronze
  • Best Effort

Statistics monitored and collected by the MNOC include:

Packet Delivery

  • Real Time: Monthly Packet Loss >0.1%
  • Priority Data: Monthly packet loss >0.1%
  • Basic Services Data: Monthly Packet Loss >0,1%

Where Packet Loss is defined as the percentage of packets that are dropped between NNI to UNI and/or UNI to UNI on the MFN Network (Gauteng only).  The MNOC monitors this aggregate packet loss and compiles the collected data into a monthly average packet loss measurement for the Network.

Fault Reporting

The MNOC will also monitor the MFN infrastructure for event disruptions that will affect quality service delivery. All events will trigger a “Trouble Ticket” to log all end user, reseller and network related events. Fault logs will include, amongst others, the following details,

  • Reference number
  • Time reported
  • Reported by whom
  • Service affected
  • Symptoms
  • Action taken
  • Time restored
  • Root cause of the problem
  • Comments

Standard

Bronze

Silver

Gold

Gold
1-10,000Mbps

Silver
1- 10,000Mbps

Bronze
1-10,000Mbps

Basic
1-100Mbps

Performance

Class of Service (CoS)

Real-time/Priority Data/Basic

Real-time/Priority Data/Basic

Real-time/Priority Data/Basic

Basic

Service Quality

Access Packet Loss

Real time/ Priority Data <0.1%

Real time/ Priority Data <0.1%

Real time/ Priority Data <0.1%

N/S

Jitter

Real Time/Priority Data <1ms Basic N/A

Real Time/Priority Data <1ms Basic N/A

Real Time/Priority Data <1ms Basic N/A

N/S

Round Trip Delay (measurement based on 128b packet)

Real Time <5ms Priority Data <10ms Basic N/A

Real Time <5ms Priority Data <10ms Basic N/A

Real Time <5ms Priority Data <10ms Basic N/A

N/S

Performance Based SLA

Yes

Yes

Yes

No

Guaranteed Availability % - Per Site, Per Calendar Month

99.5%

99.2%

98.7%

Basic

Fault Management

Response Time

Within 2hrs

Within 2hrs

Within 4hrs

Best Effort

Guaranteed Time to Repair (GTTR) - Long Haul Links TBD

4hrs

6hrs

10hrs

Best Effort

Mean Time To Repair (MTTR) - Long Haul Links TBD

4hrs

6hrs

10hrs

Best Effort

Performance Assurance Monitoring

Yes

Yes

Yes

No

Physical

Access/Core Network Redundancy

Yes

Yes

No

No

Customer Site

Building - Dual Fibre Entry

Yes

Yes

No

No

Power Back-Up UPS

Yes

No

No

No

Highly Managed Network Interface Device (NID) with Dual PSU

2x ADVA FSP150

1x ADVA FSP150

Highly Managed Network Interface Device (NID) with Single PSU

1x ADVA FSP150

1x ADAVA FSP150

Class of Service (COS) which defines the minimum response times of the network. Namely,

  • Real Time Data
  • Priority Data
  • Best Effort Data

Real Time

Priority Data

Basic

Characteristics

Real-time IP telephony or IP video applications

Bursty mission critical data applications requiring low loss and delay (e.g. Storage)

Basic effort service

CoS ID

3

2

1

Bandwidth Profile per EVC per CoS ID

CIR > Service Rate
EIR = Service Rate

CIR > Service Rate
EIR ≤ UNI Speed

CIR = 0
EIR = UNI Speed

Performance

Delay < 25ms
Jitter < 10ms
Loss < 0.1%

Delay < 25ms
Jitter = 10ms
Loss < 0.1

Delay < 100ms
Jitter = N/S
Loss < 0.1