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:
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.
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.
(QCS Group Carrier Infrastructure)
(Non-QCS Group Carrier Infrastructure)
Service is completely non-operational.
Service is degraded but still operational.
- 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