MDR Connectivity Service Level Agreement

MZANSI DIGITAL REPUBLIC

24/7 - Connectivity Service Level Agreement

This document defines the responsibilities and obligations, levels for maintaining up times for connectivity supplied on MZANSI DIGITAL REPUBLIC Fibre and Wireless Services. This document will only apply to subscribers who purchase MZANSI DIGITAL REPUBLIC’s Connectivity SLA. This document provides further clarity to the MZANSI DIGITAL REPUBLIC’s Service Level Agreement on Connectivity Services in Clause 4 of our standard terms and conditions and should be read in conjunction with the agreement.

Hours of Support (24/7)

This document includes support during normal office hours (08:00 to 17:00) as well as after- hours support between 17:00 and 08:00 weekdays, as well as over weekends and Public Holidays. During these times a MZANSI DIGITAL REPUBLIC representative / intelligent automated system will be available to receive the support requests from the Subscriber.

Responsibilities of Mzansi Digital Republic

Support

Support Commitment Matrix

MZANSI DIGITAL REPUBLIC commits to maintaining the highest level of service to the Subscriber and if possible, strives to maintain support services in line with the table below. Please take note that where it is not possible to deliver within the below stipulated time frames, due to unforeseen circumstances, communications pertaining to such will be delivered from MZANSI DIGITAL REPUBLIC to the Subscriber.

Request Procedure

All requests shall be forwarded to MZANSI DIGITAL REPUBLIC via the following: telephone 0660691279, where a service representative shall assist and raise a service request whilst qualifying the point of failure or email mzansidigital.co.za, where the service request will automatically be generated, and ticket number will be sent back to the Subscriber. A service representative will then contact the Subscriber to qualify the point of failure. Requests must come from the designated client representative(s). MZANSI DIGITAL REPUBLIC recommends (based on the severity of the fault) that you log a ticket via email and immediately follow up with a call referencing your ticket number to the agent.

Service Classification

Service	Request/Activity	Severity	Mean Time to Respond	Mean Time to Repair
Connectivity (Fibre)	Connectivity Offline Slow Speed / Connection	1 2 3 4 1 2 3 4	Within 2 Hours	Within 8 Hours - - - Within 8 Hours Within 24 Hours Within 36 Hours Within 48 Hours
Connectivity (Wireless)	Connectivity Offline Slow Speed / Connection	1 2 3 4 1 2 3 4	Within 2 Hours	Within 8 Hours - - - Within 8 Hours Within 24 Hours Within 36 Hours Within 48 Hours
Internet	Network Configuration Requests Usage Report Requests	1 2 3 4 1 2 3 4	Within 2 Hours	- - - Within 36 Hours - - - Within 48 Hours

Support Qualifiers

MZANSI DIGITAL REPUBLIC shall maintain the equipment in a normal operating condition. Refer to Service Exclusions.
If a faulty unit cannot be repaired on-site, MZANSI DIGITAL REPUBLIC’s personnel will replace the unit and the defective unit will be removed to a MZANSI DIGITAL REPUBLIC workshop for repair.
MZANSI DIGITAL REPUBLIC will ensure that all personnel are suitably trained and professionally managed.
This document extends support to the MZANSI DIGITAL REPUBLIC manage router service, should the Subscriber elect not to use the MZANSI DIGITAL REPUBLIC manager router service then the document only covers support up to the MZANSI DIGITAL REPUBLIC managed switch.
At no point does this document cover any subscriber LAN’s (Local Area Network’s).

Mean Time to Respond / Mean Time to Repair

MZANSI DIGITAL REPUBLIC commits to the following Mean Time to Respond / Mean Time to Repair statements:

All time allocated to Mean Time to Respond and Mean Time to Repair is measured in calendar hours, 24 hours per day, 7 days per week.
Mean Time to Respond start time will be calculated from the generation of a ticket number (should you phone support please always request a ticket number).
The Mean Time to Respond will be calculated over a single calendar month of all tickets logged as per MZANSI DIGITAL REPUBLIC support processes (defined below).
Mean Time to Resolve start time will be calculated from the generation of a ticket number (should you phone support please always request a ticket number).
Mean Time to Resolve will be calculated over a single calendar month of all tickets logged as per MZANSI DIGITAL REPUBLIC support processes (defined below).

Support Severity Classification

This document employs the following classification with regards to this Service Level Agreement Severities:

Severity 1: An existing MZANSI DIGITAL REPUBLIC service/product is down or degraded to a point where there is a business-critical impact to the Subscriber’s business.

Severity 2: An existing MZANSI DIGITAL REPUBLIC service/product’s performance is degraded and there is a significant impact to the Subscriber’s business, however, the Subscriber still has limited use of the service’s and/or product.

Severity 3: The operational performance of an existing MZANSI DIGITAL REPUBLIC service/product is impaired and although most of the Subscriber’s business operations remain functional, there is a limited impact to the Subscriber’s business.

Severity 4: Relates to information/supporting data required to optimize the use of the existing MZANSI DIGITAL REPUBLIC service/product for the Subscriber’s business operations. There is little to no impact on the Subscriber’s business.

Connectivity Uptime Agreement

MZANSI DIGITAL REPUBLIC undertakes the following uptime commitments:
MZANSI DIGITAL REPUBLIC guarantees 99% (ninety-nine percent) uptime per month (measured over a full calendar month).
The formulae used in calculating the actual uptimes will be as follows:

            Uptime % = *+, x 100

            Where

            q = total calendar hours in monthly period

            r = hours of service offline in monthly period

Planned or emergency maintenance hours will be removed from the calculation mentioned above.
All Network Switching devices are monitored 24 hours per day, 7 days per week by the MZANSI DIGITAL REPUBLIC network operations centre.
In the event of disrupted connectivity, the obstruction will be qualified, and a technician will respond to the point of failure proactively and/or in line with the Support Commitment Matrix (above).
MZANSI DIGITAL REPUBLIC technicians always carry with them replacement parts for all deployed devices.
The 99% (ninety-nine-point percent) Service Level Agreement does not apply to the following connectivity services:

ADSL, VDSL, FTTH and/or any other form of DSL connectivity.
Mobile and satellite connectivity (LTE, 3G, etc.).
MZANSI DIGITAL REPUBLIC Off-Net Connectivity.
Any other form of connectivity that is not Business Grade Fibre, Wireless or Metro Ethernet connectivity procured from MZANSI DIGITAL REPUBLIC.

In the event of any conflict between MZANSI DIGITAL REPUBLIC’s Subscriber terms and conditions this clause (clause 3.2), the terms and conditions of this clause shall prevail.

Support Escalation Procedure

If, at any time, during support service delivery the Subscriber feels that adequate progress is not being made or that the quality of the support service is unsatisfactory, or the timelines are not being met, MZANSI DIGITAL REPUBLIC encourages the Subscriber to escalate the concern to the appropriate level of management in line with the table below.

Support Escalation Procedure

If at any time, during support service delivery the Subscriber feels that adequate progress is not being made, they may escalate the concern to the appropriate level of management.

Elapsed Time	Severity 1	Severity 2	Severity 3	Severity 4
SLA Mean Time to Respond divided by 2	NOC Manager	NOC Manager	NOC Manager	NOC Manager
SLA Mean Time to Respond	Customer Satisfaction Manager	Customer Satisfaction Manager	NOC Manager	NOC Manager
SLA Mean Time to Repair Divided by 2	Customer Satisfaction Manager	NOC Manager	NOC Manager	NOC Manager
SLA Mean Time to Repair	Customer Satisfaction Manager	Customer Satisfaction Manager	Customer Satisfaction Manager	NOC Manager

The email address to escalate to the NOC manager is mzansidigital.co.za included in this email is the MZANSI DIGITAL REPUBLIC management team.

The email address to escalate to the Customer Satisfaction Manager is mzansidigital.co.za , included in this email is the MZANSI DIGITAL REPUBLIC executive team. This escalation path should only be used if you have emailed sla@vezel.co.za and are not receiving adequate feedback or resolutions.

Responsibilities of the Subscriber

The following are the responsibilities of the Subscriber, in relation to this document:

A designated client representative shall be elected by the Subscriber to handle all correspondence between MZANSI DIGITAL REPUBLIC and the Subscriber.

Contact Person:
Contact Email:
Contact Number:
Alternative Contact Person:
Alternative Contact Email:
Alternative Contact Number:

Upon arrival at site, the Subscriber will allow MZANSI DIGITAL REPUBLIC personnel and/or its specialized contractors to carry out repairs to MZANSI DIGITAL REPUBLIC’s equipment. The client will allow the removal of equipment to MZANSI DIGITAL REPUBLIC’s workshop for repairs if a repair cannot be affected on-site.
The client will ensure that the environmental conditions conform to the manufacturer’s specifications.
All time calculations measured under this document will be based on the service request log timestamp from the time the service request was logged with MZANSI DIGITAL REPUBLIC. Only emails to mzansidigital.co.za and calls to 0660691279 (Please request a ticket number for each separate fault when phoning in or refer to an existing ticket number) will qualify.
The Subscriber’s designated client representative will assist MZANSI DIGITAL REPUBLIC in any means possible in support of the 99% uptime and Mean Time to Respond and Mean Time to Repair.
Should this above process (point 4) not be followed the subscriber will be bypassing our internal process and as a result we will no longer be able to offer you any SLA guarantees as outlined in this document for the specific reported fault.

Service Exclusions

It is agreed that the Service Level Agreement excludes services, repairs or replacements necessitated by Equipment:

Abnormal operating conditions such as abnormally high or low temperature, humidity, or dust.
Damage caused by purposeful intent, Acts of God, lightning, power surges, load shedding, power outages, improper device shutdown, fire, water, accident, riots, acts of terrorism and civil disorder.
Connection of unauthorized auxiliary equipment.
Misuse of equipment.
Electrical work external to equipment.
Equipment damaged due to improper use.

This Service Level Agreement does not include:

Hardware upgrades necessary to accommodate new revisions of software.
Major software changes to the core of the system for new features.
User training.
External cleaning of equipment.

The MZANSI DIGITAL REPUBLIC network operations centre has no obligation to support:

Non-qualified network failure.
Router failure where MZANSI DIGITAL REPUBLIC did not explicitly provide the router as part of the solution delivered to the Subscriber.
Network related issues where the issue lies beyond the point of network termination provided by MZANSI DIGITAL REPUBLIC.

Nor events wherein:

Safety of MZANSI DIGITAL REPUBLIC employees is potentially at risk.
Uptime is disrupted at the Subscriber site because of power outages.
Equipment has been tampered with.
Equipment is lost or damaged due to theft or vandalism.
Access to installed equipment is prohibited or limited by vandalism, acts of God, lighting, fire, riots, acts of terrorism and civil disorder.
Where corrective measures may result in the team contravening any legal and/or safety guidelines or regulations, such as but not limited to, climbing towers/masts in inclement weather.