The Service Availability for DCI is offered in terms of Service Up-Time commitment.  

The following table illustrates the various levels of SLAs offered for the different offerings.

The service is considered to be available as long as the connection is up at X% of the time where ‘X’ is calculated monthly based on the following formula:

X% = 1 – ( A / (30x24x60) )

Where ‘A’ is the time in minutes the service/equipment is not available or functioning. 

‘A’ should be based on the fault report generated by SPTel.

The following are exceptions where non-availability of the service is not included in ‘A’:

-   Restoration of the service where the sites requires SPTel to erect overhead scaffolding or to obtain permission in order to reach the service location

-   SPTel has chosen to withdraw the service in observation of product policies, and has duly informed the customer of the service withdrawal

-   Scheduled maintenance, where SPTel has informed customer in advance that service will be unavailable

-   The service becomes unavailable due to inadequate utility provision by customer (E.g power outage at customer premise)

-   The service becomes unavailable due to 3rd party incidence or other reasons not in SPTel’s control.  (E.g. contractor accidentally damages or unplugs equipment) 

-   The service becomes unavailable in the course of provisioning of Bandwidth on Demand.