OFNL Network SLA Guidance
As Monkey Tree Hosting t/a MTH Networks does not control any part of the OFNL Network, all SLA and service credits are subject to being issues by the OFNL Network themselves. MTH Networks will always pass on, in full, all discounts and credits received from OFNL.
Please see below our OFNL Outage SLA Matrix
| Fault Category | Type of Fault / Target Service Repair Time | |||||
| Service Loss Fault (SL) | Service Affecting Fault (SA) | |||||
| Business - Service | SOHO - Service | Residential - Service | Business - Service | SOHO - Service | Residential - Service | |
| End User Premises Equipment | 8 Hours | Up to 48 Hours | 3 Business Days | 72 Hours | 120 Hours |
6 Business Days |
| Managed Service Fault |
8 Hours |
Up to 48 Hours | 3 Business Days | 72 Hours | 120 Hours | 6 Business Days |
| OFNL Passive Network |
12 Hours |
N / A | N / A | 72 Hours | N / A | N / A |
| OFNL OSCP Provider Equipment |
8 Hours |
72 Hours |
||||
| OFNL MMEP Equipment |
8 Hours |
72 Hours |
||||
| OFNL Fibre Network |
16 Hours |
72 Hours |
||||
| 3rd Party Fault Network Repair |
10 Hours |
24 Hours |
||||
| 3rd Party Fault Fibre Repair |
16 Hours |
36 Hours |
||||
|
3rd Party Fault |
60 Hours |
96 Hours | ||||
OFNL Compensation
As OFNL Network is a closed-network, and the only way to gain access is to pay a wholesale rate - MTH Networks (Monkey Tree Hosting Ltd) can make no service guarantees or credit guarantees.
Capacity Issues
During times of slow-speed and network Congestion, MTH Networks (Monkey Tree Hosting Ltd) will raise this to OFNL Network.
In this instance, it is up to OFNL Network to provide a response and time frame in which they will resolve the issue, or to issue credits.
MTH Networks is required to give OFNL Network 6 to 8 weeks in order to investigate and provide a resolution to the issue.
MTH Networks is unable to accept complaint, or issue deadlock letters within this initial 6 to 8 week period allowing OFNL time to investigate and resolve the raised issue.
