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Service level offered
Service Level Assurance are determined by the type of service required and are as follows:

Business grade – flexible, assured delivery
QCS Group Business grade provides a very flexible e-Line solution. It is carried in an “Assured Delivery” class of service. Having an Assured Delivery Class means that we will endeavour to meet the following targets:

*Real time traffic
Latency
(one way)
Jitter
(one way)
Loss
Realtime-high
Realtime-low
<45ms
<10ms
<0.01%
*Examples of Real Time Traffic are Voice over IP and Videoconferencing.
*Interactive traffic
Latency
(one way)
Jitter
(one way)
Loss
Interactive-high
Interactive-low
<60ms
Undefined
<0.5%
*Examples of Interactive traffic are Voice/Video signalling, Business critical interactive applications such as SNA, Telnet, Citrix etc.
*Business data traffic
Latency
(one way)
Jitter
(one way)
Loss
Business data
<100ms
Undefined
<1%
*Business data traffic are generated by non-interactive business applications.

Standard grade – cost-effective, best effort Ethernet
Standard grade is the cost-effective QCS Group Ethernet-based Internet access and/or backhaul solution. It is carried in a “Best Effort” class of service. Best effort class means that the targets for the above are undefined and are provided on a best effort service.

Response time to acknowledge service fault
The call response time to acknowledge a service fault is 1 hour. In the first hour, we will respond either via email or by phone call to acknowledge that a fault has been identified.

Restoration
Service restoration targets are the maximum elapsed time, during standard service hours, between the customer reporting a fault to QCS Group or QCS Group responding to an alarm, and confirmation to the customer that the service has been restored.
Type of fault
Region
Restoration Time
(QCS Group Carrier Infrastructure)
Restoration Time
(Non-QCS Group Carrier Infrastructure)
Interrupted fault
Service is completely non-operational.
Metro
4 Hours
8 hours
Regional &
Regional 2
Next business day
Next business day
Rural
N/A
Third business day
Non-interrupted faults
Service is degraded but still operational.
All
Second Business Day
Fourth business day
Note:

  • A metropolitan area is defined as the local calling area of Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra or within 50km of the GPO of each of Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra whichever is the nearer.
  • A rural area is defined as a site that is greater than 250km from a town with a population of 10000 or more people, as defined by the Australian Bureau of Statistics.
  • All other areas are classified as Regional & Regional 2.
  • Some non-interrupted faults may require monitoring over a time period to effectively diagnose and resolve the problem and this will be advised to the customer as the fault is investigated
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