This article provides clear insights into the commitments and guarantees that shape our service standards. Gain a comprehensive understanding of key metrics, response times, and performance assurances.
Residential SLA
| Severity Level |
Definitions | Response Time | Permanent Fix/Workaround Time |
| Severity 1 | Service unavailable due to hardware failure of DGtek managed Provider Edge Equipment. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 4 Hours (During Business Hours) |
24-48 Hours |
| Severity 1 | Service unavailable due to external circumstances such as natural disaster or cable cut by an external third party. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 4 Hours (during Business Hours) |
24-72 Hours |
| Severity 2 | Service seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 8 Hours (During Business Hours) |
24-72 Hours |
| Severity 3 | Service is impaired causing difficulty with performing normal work for affected users. May result in reduced productivity but does not otherwise threaten risk management or service to public | 8 Hours (During Business Hours) |
3-5 Business Days |
| Severity 4 | Service is impaired causing minor difficulty or inconvenience. | 2 Business Days | 5-10 Business Days |
| Coverage Hours |
Business Hours | Time period in which the service provider acknowledges receipt of the incident and confirms application of resources to a fix. | A permanent solution to the problem/fault OR the completion of a work around that gets the service operating again at least on a temporary basis. |
Business SLA
| Severity Level |
Definitions | Response Time | Permanent Fix/Workaround Time |
| Severity 1 | Service unavailable due to hardware failure of DGtek managed Provider Edge Equipment. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 15 Minutes | 1-2 Hours |
| Severity 1 | Service unavailable due to external circumstances such as natural disaster or cable cut by an external third party. Service is seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 15 Minutes | 24-72 Hours |
| Severity 2 | Service seriously impaired and not functional for affected users. May result in lost productivity or may jeopardise risk management or provision of service to public. | 15 Minutes | 2 Hours |
| Severity 3 | Service is impaired causing difficulty with performing normal work for affected users. May result in reduced productivity but does not otherwise threaten risk management or service to public | 15 Minutes | 4 Hours |
| Severity 4 | Service is impaired causing minor difficulty or inconvenience. | 15 Minutes | 8 Hours |
| Coverage Hours |
Business Hours | Time period in which the service provider acknowledges receipt of the incident and confirms application of resources to a fix. | A permanent solution to the problem/fault OR the completion of a work around that gets the service operating again at least on a temporary basis. |