Service Level Agreements - SLA

Service Levels

Voice-phone Contact

Move, Addition, Cancel (MAC) Action Times, general enquiries are best directed to KCI via the online contact and application forms on this site. SL max. implementation times:

• Within 3 Working Days of receipt of a written MAC request, we will advise you of the charge and likely completion time for the work (unless the work involves Telecom tails, in which case, the likely completion date will be provided within 7 Working Days)
• We will update you of any changes to the likely completion date
• Completion times will vary depending on the complexity of the MAC, starting from 3 Working Days for simple MAC’s, to longer time frames for complex MAC’s

Person-to-person calls can be made where online communication is insufficient, to Auckland 880-3061 or 0800-752638

Should internet or Office voice-phone contact - notices, alerts, This e-mail address is being protected from spambots. You need JavaScript enabled to view it or online fault form - be unavailable the following 24/7 voice/txt numbers can be used to log a fault if that fault is ON THE KCI NETWORK.

027-2489320 (KCI) or 021-917588 (PlaNet)

Please be prepared to provide the following information:

• your account name and account number;
• a full description of the fault, including impact on your business;
• contact details for the individual to be advised of progress/resolution
• arrangements for accessing the affected site (if required)

Fault Management

• KCI has an immediate response txt alert system for High Speed (HS) Fault Management clients, thus removing the need for clients to contact us and freeing our resources to address the core area of work … fault diagnosis and resolution
• KCI uses all reasonable endeavours to resolve any faults for which we are responsible in accordance with the resolution times specified below. However, we do not and cannot guarantee that these resolution times will always be met, in which case there are compensatory parameters
• Faults will be assigned a priority rating depending on the impact that the fault is having on the Services. We will determine that priority rating in consultation with affected clients who report said fault

Definitions

• “Resolution Time” means the period elapsed (during Service Hours) from the time you log the fault to the time that the affected Service is restored to normal operation.
• “Service Hours” means 8.00am to 5.00pm Monday to Friday (inclusive), but excluding national public holidays.

PRIORITY DEFINITION RESOLUTION TIME PROGRESS REPORTS

Critical: A catastrophic fault, where a minimum of 50% of users at a particular Site cannot use a particular Service. SL max. time 4 hours during Service Hours (or 8 hours during Service Hours where the fault is assigned to one of KCI/PlaNet’s upstream providers for resolution). Should the SL not be meet by KCI and the problem was on the KCI network (on-net) then a 10% reduction in the monthly invoice will accrue for each hour over the SL max. up to a maximum credit of 80% in any one month.

Major: Up to 50% of users at a particular Site cannot use a particular Service. SL max. 8 hours during Service Hours. Should the SL not be meet by KCI and the problem was on the KCI network (on-net) then a 5% reduction in the monthly invoice will accrue for each hour over the SL max. up to a maximum credit of 50% in any one month.

Minor: Repeated quality problems. Intermittent faults or degraded service. No major service impact. SL max. 5 Working Days. No compensation claims accepted.