Terms & Conditions

Broadband Services Level Agreement

The term “Broadband” is typical for aggregated services, where many customers are connected to the Voyager Network across common handovers or equipment.

Service Latency and Loss

Voyager targets that the latency within our network (“Voyager Network”), measured by ICMP responses to/from our delegated network equipment, shall not exceed the following values:

• Voyager DNS Servers (114.23.1.1/114.23.2.2) – 40ms

Voyager further targets that packet loss within its network (“Voyager Network”) shall not exceed:

• 4% packet loss over 60 minutes.

Both of these targets are subject to exclusions as defined below.

Service Latency and Loss

Downtime shall exclude periods when outages arise from, or are otherwise indirectly caused/affected by:

• Downtime periods not caused by, or within, the Voyager Network, including but not limited to, faults or negligence of The Client or problems associated with equipment connected on The Client’s side of Voyager’s delivery point, and factors outside of Voyager’s direct control, such as routing or other faults caused by intermediary or external networks.
• In situations where the Client’s equipment may cause alterations to the quality of service or malfunction within Voyager’s Network, Voyager reserves the right to disconnect the link to the Client for the benefit of the rest of the network’s users. Such disconnection will not be a cause for compensation under this SLA. Voyager will notify the Client as soon as possible of said malfunctioning and request that it be corrected. The Client’s offending equipment will not be re-connected to Voyager’s Network until such time as Voyager is satisfied that the malfunction has been corrected in full.
• Downtime reported by the Client in which no fault is observed or confirmed by Voyager.
• Downtime during periods when the Client’s service is suspended under provision(s) in other Agreements.
• The Client is requesting Voyager to test The Client’s connection, although no fault has been detected and/or reported by Voyager.
• A DSL service located in a sub-optimal location, outside of metro areas
• The service company has routed the fibre tail on a sub-optimal path
• Service Provider related issues, ie: Chorus, TFF, Enable, Northpower etc.
• The Voyager Network is in a failover situation to compensate for a backhaul outage.

No Service Level Target Applies

• During Scheduled Maintenance affecting the service as defined above.
• During performance degradations and downtime due to Denial Of Service (DoS) attacks or other unlawful activity generated by or executed against The Client’s equipment

Force Majeure

Neither Party will be obliged to carry out any obligation under this Agreement where performance of such obligation(s) is prevented by the occurrence of a Force Majeure event. No commitment from Voyager applies in the case of Force Majeure.

Circumstances beyond Voyager’s reasonable control, including, but not limited to, acts of any governmental body, fire, flood, major weather event, earthquake, strike or other labour disturbance, interruption of, or delay in transportation, unavailability of or interruption, or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software are not subject to this Service Level Agreement.

Broadband Service Descriptions

The provision of Broadband Access, a BNG facility, Upstream Internet connectivity, a DNS service, an Internet Authentication Facility, and an Internet Provisioning System to deliver a Broadband Internet Service to the Customer.

VDSL Access

• A VDSL2 broadband circuit utilising the copper local loop network connected to Customer premises.
• Wiring from the ETP to a nominated jack point location in the Customer premises, such that a connected CPE can provide necessary services and connectivity to provide Internet access to the Customer
• All required accessories (e.g. filters, external termination points, and jack points)
• Traffic handover at Voyager Handover Point and associated UBA Backhaul service.

The full Service Description for VDSL Access is defined by the Unbundled Bitstream Access (UBA) Standard Terms Determination (STD) available at: http://www.comcom.govt.nz

Fibre Access

A UFB Bitstream 2 broadband circuit utilising local loop fibre to Customer’s premises including:

• Provision and installation of Fibre Lead-in;
• Provision and installation of SC/APC connector,
• Provision and installation of 1 metre fibre pig tail (if required), and:
• Provision, installation and testing of Optical Network Termination (ONT) in the Customer’s premises - such that a connected CPE can provide necessary services and connectivity to provide Internet access to the Customer.

Note for a complete description of LFC-included components refer to technical specifications below. Traffic handover at Voyager Handover Point and associated Voyager backhaul capacity.

Full technical specifications for UFB Ethernet Access Services are available at: http://www.tcf.org.nz

BNG Facility

• A PPP over Ethernet service, or Dynamic Client Host Protocol (DHCP), or IP Over Ethernet (IPoE)
• Integration with the Internet Authentication Facility
• Provides authentication based upon PPP credentials or Circuit Identification number
• Provides per-Customer quality of service policies including line rate shaping and differentiated QoS for up to three classes of traffic, including one real-time class.
• Performs all data-plane forwarding in hardware
• Includes hardware redundancy such that the failure of any single hardware component does not noticeably impact or impair the Internet service
• Provides assignment of one valid public IPv4 address per Customer connection

Upstream Internet

• At least two geographically diverse paths to two separate wholesale Internet providers
• Automated failover using a dynamic routing protocol (e.g. BGP)
• Voyager core network geographic redundancy
• A maximum engineered transit time of 10ms end-to-end from the BNG to Internet border router

DNS

• Support for DNS (e.g. A, CNAME, MX, SRV)
• A maximum engineered end-to-end response time of 60ms between Customer CPE and Voyager DNS for local or cached DNS records
• At least two geographically diverse DNS servers (co-located with geographically diverse Internet connections)

Internet Authentication Facility

• Authentication of services provisioned via the Internet Provisioning System (e.g. CPP)
• Allocation of the correct IPv4 IP Address assigned to RADIUS user via the Internet Provisioning System (e.g. CPP)
• At least two RADIUS servers are deployed with automatic failover
• Maximum engineered authentication response time of 100ms

Broadband Service SLA & SLT

The broadband internet service will be delivered and meet the following Service Level Agreements and Service Level Targets.

Voyager will notify the Customer of planned outages scheduled to occur within a Service Impacting Maintenance Window at least five Working Days prior.

The notification will include the planned outage commencement date and time, the planned outage completion date and time, and the expected Service unavailability within those dates and times.

The maximum total downtime per month for all outages associated with the Service Impacting Maintenance Window is 6 hours per month.

From time-to-time Voyager may determine circumstances that necessitate maintenance that will impact upon the availability of a Service to be carried out outside of the agreed Service Impacting Maintenance Window for a Service.

For the avoidance of doubt, any Planned Outages within the agreed Service Impacting Maintenance Windows will not impact upon the Service Availability SLA measure.

Urgent Maintenance will be treated as a fault condition. Urgent Maintenance work will be notified to the Customer with as much notice as is practicable. For the avoidance of doubt Urgent Maintenance will be calculated within the Service Availability SLA measure.

Infrastructure Protection will be employed where, in Voyager’s reasonable opinion, a customer or group of customers are causing a detrimental impact to Voyager’s network infrastructure. For the avoidance of doubt, Infrastructure Protection will not impact upon the Service Availability SLA measure. Voyager will notify the Customer of any necessary action required to fulfil Infrastructure Protection as soon as practicable.

Broadband Access	SLA	SLT
Hours of Operation	Best Efforts	24/7
Service Availability	Best Efforts	Max downtime per incident: 48 hours
Service Impacting Maintenance Window	Best Efforts	Days: Mon – Sun Period: 23:00 – 06:00 Max downtime: 7 Hours

Upstream Internet	SLA	SLT
Hours of Operation	24/7	24/7
Service Availability	99.95%	99.99%
Service Impacting Maintenance Window	Days: Mon – Sun Period: 23:00 – 06:00 Max downtime: 3 hours per outage

DNS	SLA	SLT
Hours of Operation	24/7	24/7
Service Availability	99.95%	99.99%
Service Impacting Maintenance Window	Days: Mon – Sun Period: 23:00 – 06:00 Max downtime: 3 hours per outage

Internet Authentication Facility	SLA	SLT
Hours of Operation	24/7	24/7
Service Availability	99.95%	99.99%
Service Impacting Maintenance Window	Days: Mon – Sun Period: 23:00 – 06:00 Max downtime: 3 hours per outage

Fault Response SLA	P1	P2	P3
Fault Acknowledgement	15 minutes	1 hour	4 hours
Progress Update	Every 60 minutes until resolution	Every 2 hours until resolution	Daily until resolution

Fault Response SLT	P1	P2	P3
RTO	90% of faults resolved within 4 hours	90% of faults resolved within 8 hours	90% of faults resolved within 1 week

Note: Broadband Access is not included in the Fault Response SLT

The hours during which the Broadband Access provider (e.g. Chorus, Enable, TFF etc) acts upon faults are 7 days per week from 07:00 to 19:00. Refer to the UBA STD Sch. 4 Operations Manual Consequential Amendments Updated 30 November 2011 PDF available at the Commerce Commission website link below for further details. http://www.comcom.govt.nz