Spirit Broadband and Network Service Level Agreement (SLA) - Desklib

This document describes the Spirit Telecom (Australia) Pty Ltd (Spirit) Broadband/Network Service Level Agreement (SLA) for Spirit Customers (End users). It covers the activation and service assurance of Spirit bandwidth services. Read about the exclusions, liability of Spirit, service activation, service assurance, fault response time, and more.

For Broadband and Network Services
Version 10.5 – January 2018
Service Level Agreement (SLA)

SPIRIT SERVICE LEVEL AGREEMENT (SLA)
SLA (Broadband & Network) – January 2018 (V.10.5) Page 2 of 7
Definitions in the document
Central Business District, Metropolitan and
Regional and Remote Areas
Spirit uses the same definitions as Telstra to
define Central Business District (CBD),
Metropolitan, Regional and Remote areas. CBD
and Metropolitan Areas are typically within the
boundaries of state and territory capital cities.
Regional areas are areas outside Metropolitan
areas.
Price Book sets out prices for all Spirit products
and services available to Spirit customers.
Critical problem means a service problem in the
Spirit network that that severely affects the End
User service, and requires immediate corrective
action. For example, loss of service connectivity,
severely degraded service performance.
Customer Premises Equipment (CPE) means:
For Wireless Access services (Spirit Air):
• an Outdoor Radio Unit mounted on a secured
mast;
• Spirit installed cabling between the Radio Unit to
your Communications Room/Rack;
• Powered Ethernet Network Termination Unit;
• Termination Router
For copper Ethernet services (EoC):
• Powered Ethernet Network Termination Unit;
• Termination Router;
• Spirit installed cabling and/or network switch;
For Optic Fibre related services:
• Powered Ethernet Network Termination Unit;
• Termination Router;
• Spirit installed cabling and/or network switch;
For Spirit IP-Tel Host PBX:
• Spirit supplied & installed network switches
• Spirit supplied & installed IP Handsets
• Spirit supplied and installed IP Gateways
End User is the business customer to whom Spirit
on-sells a Spirit service.
Ethernet means Spirit synchronous broadband
services including terrestrial copper and fibre
services and wireless (rooftop).
Fault means a failure in the normal operation of
the Services which shall .include internet
connection speed transmitting at lower than the
agreed plan speed for less than 80% of
connection time as reasonably measured by
Spirit.
Fault Response Time means the period of time
between a failure in the normal operation of a
Service being reported to the Spirit Contact
Number by the End user and a response from
Spirit acknowledging the report.
Fault Restoration Time means the period of time
between Spirit determining that a reported failure
in the normal operation of Service is a Fault and
repair of the Fault by Spirit.
Incorrect Callout means a callout associated with
a fault, reported by the End user that is found to
be in a network or equipment owned or
maintained by any organisation other than Spirit.
Major problem means a service problem that seriously
affects the End User operation, maintenance, and
administration, etc. and requires immediate attention.
For example, Reduction of data carrying capacity,
repeated short outages or significant increase in
occurrence of Support Requests
Minor problem means a service problem that
impairs the use if the full use of service but where
the service is still operational.
Spirit Contact Number is 1300 007 001.
Support Hours are 8:00 AM to 12.00 AM EST
weekdays excluding gazetted Holidays.
Spirit support email is [e-mail]
Service Period means the hours in which Spirit’s
customer support centre is open.
Support Request means a call from the End user
after they have been unable to restore the End
User service with the level 1 support. TBA. This
includes verification that the End User CPE modem
or router is not faulty.
The Support Request will initiate Level 2 support
from the Spirit Operations Centre.
Time interval is one calendar year beginning and
ending on first of January at 00:00 the Australian
Eastern Standard Time.
Planned outage is the periodic pre-announced
occurrence when a network element will be taken
out of service for maintenance or upgrade.
Service outage is when a network path is
considered to be inaccessible for End User
requirements.
An outage is where the performance of the path is
severely degraded to an extent that the service is
effectively unavailable. Severe degradation occurs
where more than 60% of the packets transmitted
on the path are lost during a period of 15 minutes.

SPIRIT SERVICE LEVEL AGREEMENT (SLA)
SLA (Broadband & Network) – January 2018 (V.10.5) Page 5 of 7
Purpose
This document describes the Spirit Telecom (Australia) Pty Ltd (Spirit) Broadband/Network Service Level
Agreement (SLA) for Spirit Customers (End users). It covers the activation and service assurance of Spirit
bandwidth services.
Introduction
Spirit is a Broadband access provider that retails business grade Broadband and allied services supported by
applicable Service Level Standards.
Spirit is committed to total service delivery. This SLA covers elements of the Spirit service that include elements
outside the direct control of Spirit. Further, the SLA is a living document that evolves over time with new initiatives
and service agreements.
Scope
The areas covered by this agreement are:
a. The activation process invoked by the customer to accept a Spirit service.
b. The assurance process invoked by the End user to provide network support at Level 1.
c. Spirit broadband services in Metropolitan and Regional areas excluding remote areas Service Level
Agreement for Spirit DSL and non-DSL services in remote areas can be provided on a case-by-case
basis.
This document is not intended to describe Spirit products and services. Product descriptions and general
information about Spirit services is available from the Spirit account team or website.
Exclusions
Service Activation delay does not include any delays caused by:
a. Planned Network outages
b. Acts, omissions and delays by an End User including installation requirements beyond SLA
activation period.
c. Behaviour of End User equipment, facilities or applications
d. Acts of God and any other situations beyond the reasonable control of Spirit
Spirit's service assurance obligations do not extend to faults caused as a result of:
a. Any fault in equipment, software or any network not forming part of the service or the Spirit
Equipment; or
b. Damage from any external cause that may prevent the service or the Spirit Equipment working.
c. Acts or omissions of an End User.
d. Third party equipment that is not installed by Spirit.
e. The removal of Spirit Equipment
Network Unavailability does not include any unavailability resulting from:
a. Planned Network outages.
b. Acts or omissions of an End User.
c. Acts of God, and any other situations beyond the reasonable control of Spirit.
d. Faults in the End User equipment or software.
e. Damage due to external causes, e.g. vandalism, theft, loss of power, flooding, pests etc.
This SLA applies to individual connections and the network core services. This means the SLA is applied to each
tail of a multipoint network, and covers the network as a whole.
a. Further, this means working tails on a multipoint network will not attract service activation or service
unavailability rebates being applied to a tail that has not met the SLA.
b. Spirit may, but is not obliged to, provide the End User with onsite technical support. This is a
charged service with separate terms and conditions.
c. Spirit may access End User content and other parts of the service as necessary to identify and
resolve technical problems or to respond to service complaints.
d. Residential grade ADSL and NBN services are not covered under the terms of this SLA.
Liability of Spirit
This document is written for installations where the CPE is supplied and installed by Spirit. Spirit is not responsible
for overall system performance, thermal characteristics and safety issues where the End- User uses third party
equipment and/or the system integration has been completed by parties other than Spirit.
Spirit is not responsible for:
a. the correct operation and functioning of the End User‘s intruder detection alarm systems associated
directly or indirectly with the operation of Spirit services
b. Delays and or outages due to circumstances outside Spirit’s control, such as “Mass Service
Disruption” including damages to exchange facilities (Telstra and NBN) by a third party
natural disasters or extreme weather conditions (e.g. bushfire, flood, cyclones) or where delays and
outages are caused by wholesale carrier infrastructure shortfalls - including staffing and physical
resources or impact of compliance with other circumstances beyond the control of Spirit such as
laws and obligations imposed by the Commonwealth, State, Territory or Local Government.

SPIRIT SERVICE LEVEL AGREEMENT (SLA)
SLA (Broadband & Network) – January 2018 (V.10.5) Page 6 of 7
c. Software not distributed, approved or recognised by Spirit including software downloaded from the
Internet. If an End User uses such software in connection with the Spirit service, Spirit will not be
liable for any fault, loss and/or damage resulting directly or indirectly from such use.
d. Any fault which is within the network of any interconnected other supplier. Spirit will notify the other
supplier of the fault and request that the fault be repaired promptly but Spirit will not bear liability
e. The correct operation and functioning of the telephone service associated with a Spirit service.
Spirit Bandwidth Services & Performance SLA
The Spirit Network can be accessed via a number of different last mile technologies or access tails. Performance
and redundancy of these services can and will be affected by the specific access technology and be detailed in the
relevant product description.
Core Network Availability: The Spirit business services platform offers a 99.95 uptime Service Level Target
throughout our core network.
Fibre Ethernet, Wireless Ethernet & Copper Ethernet (EOC), Layer 2, VLAN and Internet Services
Business grade Ethernet services may be delivered by technologies including copper ULL, Fibre Optic and
Wireless point to point and point to multi-point.
Spirit’s business Hours of Operation
Spirit’s Business Hours of Operation are 8:30 AM to 5.30 PM EST weekdays excluding gazetted Holidays.
Spirit’s Support Hours
The Spirit Contact Centre is available to respond to Support Requests between 7.00am and 12.00am EST. Support
request may be logged via email and voice deposits outside these hours for response in support hours. Support
staff will assess requests during the support Period and where applicable arrange call outs to meet the service
restoration objectives of this Service Level Agreement.
SERVICE ACTIVATION (From order acceptance)
Service Activation Target after successful
service pre-qualification. (Up to)
Copper Ethernet (EoC)
ULL Lines 25 business days
SpiritAir Wireless (rooftop)
(Fibre Bridge)
25 Business Days*
(* Post site review)
Regional Fibre/Wireless 60 business days^
Optic Fibre Ethernet
(Premises in-place) 40 business days
Optic Fibre Ethernet
(Custom Build to premises)
Subject to site study
90 Business Days^
IP Voice Services
(Subject to bandwidth type & install) Minimum 20 Business days
NBN Business Grade Ethernet TBA
IP Transit (Hosting) 20 Business days
^unless otherwise advised due to access and adverse duct conditions
The above service activation days are counted from when a successful pre-qualification of the End User location is
received or from when a Sales Order Form is processed by Spirit, whichever is later.
Spirit applies the service activation target on a per tail basis. This means networks with multiple tails are treated from
the application date of each tail. If all tails are not ordered on the same date the network with multiple tails will take
more than 20 business days to be completed and activated.
Service Activation Rebates for services
If Spirit determines in its reasonable commercial judgment that Spirit has failed to deliver the service, as committed,
then the customer account will be credited for the specific service as follows:
Delay Rebate
(% of Installation Fee)
More than five but less than
twenty Business days 15%
Twenty or more Business days 30%

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SLA (Broadband & Network) – January 2018 (V.10.5) Page 7 of 7
Additional Installation Fee
An additional installation fee applies each additional time Spirit Field Operations staff visits an End User following the
initial visit, due to any fault caused by the End User.
Additional Installation is charged on a fee for service basis, as set out in the table below.
Additional Installation Fees
During Business Hours $49 initial fee plus $19 per 15 min per
person including travelling time
Outside Business Hours $220 initial fee plus $25 per 15 min
per person including travelling time
SERVICE ASSURANCE
End users are responsible for isolation and rectification of service faults within End User equipment and where
applicable their own network. In cases where the End User believes that the fault is not in the local network or End
User equipment but rather in the Spirit (WAN) network, a Support Request must be lodged with Spirit via the Spirit
Contact Number 1300 007 001 or via email to [e-mail]. This initiates a service ‘ticket’ and calls to the
Spirit Contact Number are during the Service Period.
Fault Response Time Business Hours
Fault Response Time is the time taken by Spirit to acknowledge a fault reported during the Service Period.
Target Fault Response Times for Access services
Target fault response times for (Ethernet non-copper) Access services are set out in the adjacent table:
Ethernet Target Fault Response Time
Critical 1 hr
Major 2 hrs
Minor 4 hrs
Other Service Types 2 hrs
Fault means a failure in the normal operation of the Services which shall include internet connection speed
transmitting at lower than the agreed plan speed for less than 80% of connection time as reasonably measured by
Spirit.
Fault Restoration Time
Fault Restoration Time is the time taken by Spirit to return the service to full working order and may include field
support.
Where a fault is reported outside business hours the restoration target begins at the beginning of the next business
day.
Terrestrial Fibre Ethernet services
Severity Target Fault Restoration Time2
Metropolitan Area Regional Area
Critical 7 Business Hours 13 Business Hours
Major 13 Business Hours COB next Business Day
Minor Subject to agreement Subject to agreement
2: Restoration target is subject to Spirit having access to the End User premises and does not include time taken to restore ULL faults
or any fault in the applicable Fibre Optic network.
Wireless Access services
Target Fault Restoration Time3
Severity CBD/Metropolitan Area Metro Area Outer Metro 2 Area
Critical End of next Business Day End of two Business Days End of three Business Days
Major End of two Business Days End of three Business Days End of four Business Days
Minor Subject to agreement Subject to agreement Subject to agreement
3: Subject to Spirit having access to the End User premises and radio infrastructure. Metro is defined as within 15km of the CBD
Ethernet over Copper Access Services
Severity Target Fault Restoration Time5
Metropolitan Area Regional Area
Critical 12hrs (24x7) End of two Business Days
Major End of two Business Days End of three Business Days
Minor Subject to agreement Subject to agreement
5: Subject to Spirit having access to the End User premises.

SPIRIT SERVICE LEVEL AGREEMENT (SLA)
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Incorrect Callout Fee
Incorrect callout fee is set out in the table below:
Callout Fee (GST Ex)
During Business Hours $49 initial fee plus $19 per 15 min per person
including travelling time
Outside Business Hours $220 initial fee plus $25 per 15 min per person
including travelling time
Network availability guarantee
Spirit Core network availability is expressed as a percentage of time when the network is operational.
Time Interval – Outage Time
Network Availability = x 100
Time interval
The target score network availability is a minimum of 99.95% during the course of a calendar year.
NOTE: This network availability target does not apply to last mile/tail services which can be subject to local
conditions.
Monthly Service Charge Rebate
Monthly Service Charge Rebate for Fibre and Wireless Ethernet services
If Spirit determines in its reasonable commercial judgment that during any calendar month, the Spirit service was
unavailable for a total period longer than six business hours, then the account charge relating to that specific service
or services, will be credited as follows:
EoF & EoW Service Unavailability Rebate
(Only Recurring Monthly Charges)
Between 6 and 24 hours 5%
More than 24 hours but less than 48 hours 10%
More than 48 hours 20%
Monthly Service Charge Rebate for Ethernet over Copper (EoC) services
If Spirit determines in its reasonable commercial judgment that during any calendar month, the Spirit service was
unavailable for a total period longer than six business hours, then the account charge relating to that specific service
or services, will be credited as follows:
EoC Service Unavailability Rebate
(Only Recurring Monthly Charges)
Between 6 and 24 hours 5%
More than 24 hours but less than 48 hours 10%
More than 48 hours 20%
Rebate Claim Process
Spirit will provide calculations of rebate in response to a received written request from the End user within 10
working days of receiving the request.

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Escalation Process
The tables below describe the escalation path for Spirit to request escalations related to Spirit Service Assurance and
Spirit Service Delivery respectively.
Spirit Service Assurance & Service Delivery
Service Assurance Escalation Who to Contact: Contact Details
Level 1 All Service Assurance
enquiries
Spirit Customer Care - First
point of contact for all support and
escalations All escalation requests
are to be made via
Spirit Network Operations on:
1300 007 001
or
[e-mail]
Level 2 Service Assurance jobs that
have missed SLA and
complaints
Provisioning and Project Manager
Katrina Sharpe
[e-mail]
Level 3 Major escalations and
complaints
Chief Technology Officer
Allan Dib
[e-mail]
Level 2, 19-25 Raglan Street, South Melbourne VIC 3205