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IGNITESERVICE LEVEL AGREEMENTOCTOBER 2019IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
Contents1.2.INTRODUCTION. 3SERVICE SUPPORT . 3SERVICE SUPPORT . 3CUSTOMER RESPONSIBILITIES. 3INCIDENT MANAGEMENT . 4SERVICE REQUEST MANAGEMENT . 5ESCALATION FOR INCIDENTS OR SERVICE REQUESTS . 6POST INCIDENT REPORTS . 63. SERVICE AVAILABILITY AND REBATES . 7SERVICE AVAILABILITY . 7REBATES . 74. SCHEDULED MAINTENANCE . 85. SERVICE TABLES. 9SERVICE DELIVERY . 9REGIONAL AND REMOTE LOCATIONS . 9SERVICE TABLES . 10DATA SERVICES OVER FIBRE DELIVERED BY IGNITE . 10DATA SERVICES OVER ENHANCED ACCESS . 11DATA SERVICES OVER STANDARD ACCESS . 12DATA SERVICES OVER BASIC ACCESS . 13MANAGED ROUTER (PART OF MANAGED IP WAN) . 14DARK FIBRE SERVICES . 15UNIFIED COMMS . 16UC & COLLABORATION – ISDN & PSTN LINES (FIXED LINE VOICE) . 17CLOUD SERVICES . 18COLOCATION . 19BUSINESS CONTINUITY . 20SECURE SD-WAN . 216. DEFINITIONS. 23IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
1. INTRODUCTION1.1This SLA covers services including (unless otherwise notified by Ignite) Data Services, Voice Services, DarkFibre Services, Cloud Services, Secure SD-WAN Services, Business Continuity Services, DDoS ProtectionServices and Colocation Services.1.2Ignite may vary this SLA if reasonably required for technical, operational and commercial reasons providedsuch variation does not have a material adverse effect on the Customer.2. SERVICE SUPPORTSERVICE SUPPORT2.1Ignite will provide the Customer with access to the Ignite Support Centre 24 hours per day, 7 days perweek to record an Incident or Service Request relating to the Services. Incidents or Service Requests aremanaged by the Ignite Support Centre and processed in accordance with ITIL best-practice guidelines tomeet the applicable Targets for the Services. Ignite will escalate resolution and fulfilment activities toappropriately skilled resources including to vendor support services where necessary.2.2The Ignite Support Centre will receive an Incident or Service Request from a Customer via email, phone(Monday – Friday 9:00am – 5:00pm AEST), online chat or from automatic alerts that are generated from Ignite’Network Management Systems. Automatic alerts are logged as Incidents and will be addressed by the IgniteSupport Centre.CUSTOMER RESPONSIBILITIES2.8Prior to reporting an Incident to Ignite, the Customer must take all reasonable steps to ensure that theIncident is not a problem with any Customer Equipment or within the Customer’s administrative domain.Some suggested actions are:›Perform a power recycle/reset of Customer Equipment.›Perform a software reboot of IT systems.›Record the status of indicators/LEDs on Customer Equipment.›Run a diagnostic program (if available) on Customer Equipment and record the results.›Record log files and traceroutes around the time of the event.›Note any recent changes that were made.›IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
2.9Customers who rely on Ignite supplied customer premise equipment must specifically ensure that theequipment is receiving the required power and cooling to be operational.2.10It is vital that Customers provide Ignite with the correct information related to their service when reportingissues.2.11The more information a Customer can provide on the problem, the more accurately Ignite will be able todetermine the root cause and implement a solution in the quickest timeframe. When contacting the IgniteSupport Centre a Customer must, as a minimum, provide the following information:›Customer name;›Service ID of the Service affected by the Incident (if available);›Name and contact details of the person reporting the Incident on behalf of the Customer;›Description of the Incident;›Details of any diagnostics that have been performed by the Customer;›Customer Site contact;›Name and location of the Customer Site that is affected by the Incident; and›Business or trading hours of the site.INCIDENT MANAGEMENT2.12Ignite reserves the right to charge a Customer in the event that Ignite is called to diagnose an Incident that issubsequently proven to be in the Customer’s Equipment, or infrastructure used by the Customer that is suppliedby a third party provider (e.g. not Ignite or Ignite’ third party suppliers). This also applies to Incidents that occuron Ignite Equipment or Ignite Infrastructure caused by negligent use or misuse by the Customer or its agents,suppliers, customers or contractors.2.13Ignite defines Incident priorities as outlined in the table below:SEVERITY LEVELDESCRIPTIONPriority 1Severe business impact. Critical business services down.Priority 2High business impact. Non-critical services down. Service degradationPriority 3Minor service degradation, specific service functionality unavailablePriority 4A minor service issueTABLE 1: INCIDENT PRIORITIES 1 TO 42.14Ignite will respond to Incidents and work to restore a service as detailed in the service tables in section5 of this SLA.2.15 Ignite does not guarantee that a Service will be restored within the times specified in the service tables insection 5 of this SLA however, Ignite will use all reasonable endeavours to restore a Service within thetimes specified.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
2.16When an Incident is logged, the Ignite Support Centre will:›Agree with the Customer the level of Priority to be allocated to the Incident;›Record the Incident in the Ignite’ Service Management System and assign and quote a unique ticketnumber to the Customer;›Manage any necessary escalations, remotely or at the Customer Site, to restore services within targetrestoration times;›Update the Customer with the progress of the Incident via phone or email at mutually agreedintervals; and›Advise the Customer when the Incident has been resolved via phone or email.SERVICE REQUEST MANAGEMENT2.17Any urgent Service Requests logged via email should be followed up with a phone call to the IgniteSupport Centre with business justification for the urgent request. Complex Service Requests should beraised with the Account Manager.2.18Ignite defines Service Request priorities as outlined in the table below:SEVERITY LEVELDESCRIPTIONPriority 5Service Request is required to ensure continual operation of the business ServicePriority 6Request that has minimal impact to continual operation of the businessPriority 7Service Request that is non urgent, has no impact and is not required forcontinual operation of the businessTABLE 2: SERVICE REQUEST PRIORITIES 5 TO 72.19Ignite will respond to Service Requests and work to fulfil a request as detailed in the service tables insection 5 of this SLA.2.20Ignite does not guarantee that a request will be fulfilled within the times specified in the service tables insection 5 of this SLA however, Ignite will use all reasonable endeavours to fulfil a request within the timesspecified.2.21When a Service Request is logged, the Ignite Support Centre will:›Agree with the Customer the level of Priority to be allocated to the Service Request;›Record the Service Request in the Ignite’ Service Management System and assign and quote a uniqueticket number to the Customer;›Manage any necessary escalations, remotely or at the Customer Site, to fulfil Service Requests withintarget fulfilment times;›IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
›Update the Customer with the progress of the Service Request via phone or email at mutually agreedintervals; and›Advise the Customer when the Service Request has been fulfilled via phone or email.ESCALATION FOR INCIDENTS OR SERVICE REQUESTS2.22In the event:›Customer’s expectations have not been met;››Customer is of the opinion that progress on an Incident or Service Request is unsatisfactory; orIncident or Service Request has not been resolved within SLA,the Customer may escalate in accordance with the support escalation matrix which is madeavailable on delivery of service or from Ignite upon request.POST INCIDENT REPORTS2.23Upon request by a Customer, for Priority 1 Incidents, Ignite will use its reasonable endeavours to provide adraft post incident report within 48 hours from the time the service was restored. A full report will beprovided within 5 Business Days thereafter. The post incident report will detail:›Details of the incident including impact to service(s)›Timeline of activities›››Fix or work-aroundThe root causeMitigation strategiesIGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
3. SERVICE AVAILABILITY AND REBATESSERVICE AVAILABILITY3.1Ignite’ technology platforms for delivering the Services are constructed using industry leading vendorequipment. The Targets for the relevant Services are described in the service tables located in section 5 ofthis document.REBATES3.2The Customer is entitled to a Rebate as set out in section 5 of this SLA for the relevant Service where:›Ignite has failed to meet a Service Availability Target or Response Time Target against which a Rebateis applicable as stipulated in the service tables located in section 5 of this document; and›the Customer has made a claim for the Rebate in accordance with section 3.3 within 5 Business Daysof the end of the month in which the Incident was restored.3.3In order to lodge a claim for a Rebate the Customer must make a written request containing reasonable detailsas required by Ignite, and if applicable in the form provided by Ignite which may be updated from time to time.Claims for Rebate must be submitted via email to service@ignitecorp.com.au3.4Once a claim is received, Ignite will review and calculate the Rebate (if applicable) and credit it to theCustomer’s account by deducting the Rebate from the Monthly Service Fee payable in the followingmonth. A Rebate is not redeemable for cash.3.5Ignite is not required to provide Service Availability during, and the Customer is not entitled to any Rebatefor, any failure or failures by Ignite to meet any Target that results from any of the following occurrences:›an Excluded Event;›Scheduled Maintenance;›Customer Equipment or an Incident on the Customer’s side of the Service Delivery Point;›Customers removal of any Ignite Equipment;›any failure to immediately report the Incident to Ignite;›the improper use, alteration, or damage of the Service by Customer;›Service suspension in accordance with the relevant Service Order (if applicable);›modifications to the Service made by Customer or any party instructed or contracted by Customer andnot provided or approved in writing by Ignite;›unavailability due to the service being ordered or provided as an Unprotected Service;›with respect to Colocation services, unavailability due to Customer Equipment only utilising a singlepower feed (i.e. not both A and B).IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
4. SCHEDULED MAINTENANCE4.1It is necessary from time to time to perform Scheduled Maintenance to maintain Ignite Infrastructure. Ignitewill use all reasonable endeavours to limit the frequency and impact of Scheduled Maintenance to itsCustomers.4.2Ignite will provide the Customer with notice via email to the technical contact listed on the Service Orderprior to the Scheduled Maintenance, with the exception of Colocation Services or Scheduled Maintenanceperformed by Third Parties, as follows:TYPEEXPECTED IMPACTNOTICE PERIODHazardWork undertaken on Ignite Infrastructure whichmay impact Customer’s Service if the work does notgo as planned5 Business DaysService ImpactingCustomer’s Service will remain operational althoughimpacted in some way, such as a one secondswitch hit or increased latency due to an alternatetraffic path being used5 Business DaysOutageCustomer’s Service will be unavailable for theperiod of time mentioned in the notice10 Business DaysEmergency*As per Hazard, Service Impacting or OutageAs soon as reasonablypracticable with a goal of 8hours minimum notice*Emergency means a planned activity that Ignite deems necessary to be performed at short notice in order to:(a) correct any issue on a business critical system or service, or (b) protect the business or organizationTABLE 3: SCHEDULED MAINTENANCE4.3In the case of Colocation Services or Scheduled Maintenance performed by Third Parties, Ignite willprovide the Customer with as much prior notice as is reasonably possible in the circumstances.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
5. SERVICE TABLES5.1Ignite will use all reasonable endeavours to meet the Service Level for the relevant Service in the followingtables.5.2The Ignite Target Restoration Time commences at the time the Incident or Service Request is first recordedwith the Ignite Support Centre and ends on resolution of the Incident or fulfilment of the Service Request.5.3For Data Services, the Service Levels are dependent on whether the Service has been delivered on Ignitefibre or other access types. For services that are not delivered on Ignite fibre, there are three SLA typesavailable depending on whether Data Services have been delivered on Enhanced Access, Standard Accessor Basic Access.SERVICE DELIVERY5.4When Ignite receives a signed Service Order and all necessary information from the Customer, Ignite willcommission the Service within the applicable timeframe for the particular Customer Site.5.5The service delivery timeframes set out in the service tables below are approximates only. The actualservice delivery timeframe may be longer depending on the nature of the work required to be completedand a more precise estimate of the actual service delivery timeframe will be available once a Service Orderhas been received and assessed by Ignite. Unless expressed to the contrary in a Service Order, noremedies (including Rebates) are available for a failure to meet service delivery timeframe as specified inthis SLA.REGIONAL AND REMOTE LOCATIONS5.6With respect to Data Services and Ignite Dark Fibre Services in Australia, the Target Restoration Time setout in the service tables below applies where the Data Service is delivered in a Metro Area. Where theServices are delivered in Regional Areas or Remote Areas, the Target Restoration Time is altered asfollows:AREAADDITIONAL TARGET RESTORATION TIMERegional Area24 hoursRemote Area (excluding ChristmasIsland)48 hoursChristmas IslandAs per Data Services outside Australia (clause 5.8)IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
SERVICE TABLESDATA SERVICES OVER FIBRE DELIVERED BY IGNITECATEGORYPRIORITYPERIODTARGETREBATE-24x7x365 99.95%- 99.95% - 99.7%5% 99.7% - 99.5%10% 99.5%20%Service Availability (excludingUnprotected Services)Service Availability Target forUnprotected ServicesIncident Response TimeTarget Restoration Time*Service Request Response Time Service Request Fulfilment Time Service Delivery-24x7x365 99.9% -P124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x3654 hours-P224x7x3658 hours-P3BH24 hours-P4BH48 hours-P524x7x3652 hours-P6BH4 hours-P7BH24 hours-P524x7x36512 hours-P6BH24 hours-P7BH5 Business Days-On-Net 20BH30 Business Days-On-Net 40BH50 Business Days-Off-NetBH50 - 70 Business DaysTABLE 4: DATA SERVICES OVER IGNITE FIBRE Ignite reserves the right to charge additional fees for service requests in accordance with the relevant service schedule.* With respect to an Unprotected Service, the Target Restoration Time is based on the location of the fault, not thelocation to which the Service is delivered. For example, if a fault occurred 200km away from the nearest end-pointlocation and that end-point location was in a Metro Area, the Target Restoration Time would be based on that of aRegional Area as 200km would place the fault in a Regional Area. 99.5% service availability target for Indonesian terrestrial network.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
DATA SERVICES OVER ENHANCED ACCESSCATEGORYPRIORITYPERIODTARGETREBATE-24x7x365 99.9%- 99.9% - 99.7%5% 99.7% - 99.5%10% 99.5%20%Service AvailabilityIncident Response TimeTarget Restoration TimeService Request Response Time Service Request Fulfilment Time Service DeliveryP124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x3658 hours-P224x7x36512 hours-P3BH48 hours-P4BH48 hours-P5BH2 hours-P6BH4 hours-P7BH24 hours-P524x7x36512 hours-P6BH24 hours-P7BH5 Business Days-Off-NetBH70 Business Days-TABLE 5: DATA SERVICES OVER ENHANCED ACCESS Ignite reserves the right to charge additional fees for service requests in accordance with the relevant service schedule.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
DATA SERVICES OVER STANDARD ACCESS(includes Ethernet over Copper)CATEGORYPRIORITYPERIODTARGETREBATE-24x7x365 99.5%- 99.5% - 98%5% 98% - 95%10% 95%20%Service AvailabilityIncident Response TimeTarget Restoration TimeService Request Response Time Service Request Fulfilment Time P124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x36512 hours-P224x7x36524 hours-P3BHn/a-P4BHn/a-P5BH2 hours-P6BH4 hours-P7BH24 hours-P524x7x36512 hours-P6BH24 hours-P7BH5 Business Days-On-Net EoCBH30 Business Days-Off-NetBH50 Business Days-Service DeliveryTABLE 6: DATA SERVICES OVER STANDARD ACCESS Ignite reserves the right to charge additional fees for service requests in accordance with the relevant service schedule.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
DATA SERVICES OVER BASIC ACCESSCATEGORYPRIORITYPERIODTARGETREBATEService Availability-24x7x365n/a-P124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 P5BH2 hours-P6BH4 hours-P7BH24 hours-P5BH12 hours-P6BH24 hours-P7BH5 Business Days-Off-NetBH50 – 70 Business DaysIncident Response TimeTarget Restoration TimeService Request Response Time Service Request Fulfilment Time Service DeliveryTABLE 7: DATA SERVICES OVER BASIC ACCESS Ignite reserves the right to charge additional fees for service requests in accordance with the relevant service schedule.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
MANAGED ROUTER (PART OF MANAGED IP WAN)In the event of a Hardware failure, Ignite will respond according to the following table:CATEGORYIP WAN – ManagedRouterSLA **PERIODTARGET24x7x424 hours x 7days4 hours8x5xNBDBusiness Days24 hoursReasonableendeavoursN/ANANOTESIgnite will arrange as appropriateeither on-site attendance* by anengineer or remote access todiagnose and rectify the Incidentwithin applicable SLATABLE 8: MANAGED ROUTER* For rural and remote Customer Sites reasonable travel time will be added to the Response Time or deliveryof a replacement router by courier service may be provided.** Defined by geographic location as specified in Service Order.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
DARK FIBRE 5 99.95%- 99.95% - 99.5%10% 99.5% - 98%20% 98%40%Service AvailabilityIncident Response TimeTarget Restoration TimeService Request Response TimeService Request Fulfilment TimeService DeliveryP124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x3654 hrs-P224x7x3658 hrs-P3BH1 Business Day-P4BH2 Business Days-P5BH2 hours-P6BH4 hours-P7BH24 hours-P5BH12 hours-P6BH24 hours-P7BH5 Business Days-On-Net 20BH30 Business Days-On-Net 40BH50 Business Days-Off-NetBH50 – 70 Business Days-TABLE 9: DARK FIBRE SERVICESIGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
UNIFIED COMMS(Including Voice Services)CATEGORYPRIORITYPERIODTARGETREBATEService Availability: VoiceServices except Call Recording,Audio and Video Conferencing-24x7x365 99.9% 99.9%10%**24x7x365 99% 99%10%**--ReasonableEndeavours-P124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x3654 hours-P224x7x3658 hours-P3BH3 Business Days-P4BHReasonableendeavours-P5BH2 hours-P6BH4 hours-P7BH24 hours-P5BH12 hours-P6BH48 hours-P7BH5 Business Days-BH10 Business Days* Applicable DataService deliverytimeframeWhere Ignite does not have areservation of geographicnumbers for that areaBH25 Business Days*Applicable DataService deliverytimeframeSimple ServicesBH5 Business Days*Complex ServicesBH10 Business Days*AllBH5 Business DaysService Availability: CallRecording, Audio and VideoConferencingOTT ServicesIncident Response TimeTarget Restoration Time Service Request Response Time Service Request FulfilmentTime Service DeliveryService Delivery National InboundServicesHardware FailureWhere the service is within aserviceable area and Ignite hasa reservation of geographicnumbers for the areaIGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060-
** For the relevant Customer Site and excludes Rebate on hardware charges. Calculated as a percentage % ofprevious months monthly recurring charge for the service. The rebate does not include actual call charges.* The time required for number porting is excluded. Longer Service delivery time is applicable for services withcomplex configuration or with more than 500 channels/users. Voice service delivery timeframes are also impacted byData Service delivery timeframes (Please refer to applicable Data Services SLAs) Excluding Hardware Failure and Incidents or Service Requests in respect of Smart UC, Virtual Connect, UC-onesoftware & International call termination. Ignite reserves the right to charge additional fees for service requests in accordance with the service schedule.UC & COLLABORATION – ISDN & PSTN LINES (FIXED LINE VOICE)CATEGORYPRIORITYPERIODTARGETREBATEService Availability-24x7x365--P124x7x36515 mins-P224x7x36530 mins-P3BH4 hours-P4BH12 hours-P124x7x365--P224x7x365--P3BH--P4BH--P5BH2 hours-P6BH4 hours-P7BH24 hours-P5BH12 hours-P6BH48 hours-P7BH5 Business Days-PSTN/ISDN2BH5 - 15 BusinessDays-ISDN 10/20/30BH15 - 40 BusinessDays-Incident Response TimeTarget Restoration TimeService Request Response Time Service Request Fulfilment Time Service DeliveryTABLE 11: ISDN & PSTN LINES SERVICES Ignite reserves the right to charge additional fees for service requests in accordance with the service schedule.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
CLOUD SERVICESCATEGORYService AvailabilityIncident Response TimeTarget Restoration TimeService Request Response Time Service Request Fulfilment Time Service DeliveryPRIORITYPERIODTARGETREBATE-24x7x365 99.9%- 99.9%10.00%P124x7x36515 mins-P224x7x3651 hour-P3BH4 hours-P4BH24 hours-P124x7x3654 hours-P224x7x3658 hours-P3BH24 hours-P4BH48 hours-P5BH2 hours-P6BH4 hours-P7BH24 hours-P5BH12 hours-P6BH48 hours-P7BH5 Business Days-Dependent on theproduct or solution.Ignite will notify ineach case.TABLE 12: CLOUD SERVICES Ignite reserves the right to charge additional fees for service requests in accordance with the service schedule.* The service delivery target for Cloud Services applies only to the setup of base Cloud environment, and does notinclude custom configuration, data, system or VM migration work.IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
COLOCATIONCATEGORYService Availability, defined asPRIORITYPERIODTARGETREBATE-24x7x365 99.95%- 99.95%* see below Power - available Air temperature - 15 C - 27 C Humidity - 10% - 80%Incident Response TimeTarget Restoration TimeService Request Response TimeService Request Fulfilment TimeService DeliveryP124x7x3651 hour-P224x7x3652 hours-P3BH8 hours-P4BH12 hours-P124x7x3658 hrs-P224x7x36516 hrs-P3BH1 Business Day-P4BH2 Business Days-P5BH8 hours-P6BH16 hours-P7BH24 hours-P5BH12 hours-P6BH24 hours-P7BH5 Business Days-Ignite DCBH10 Business Days-Third party DCBH40 Business Days-TABLE 13: COLOCATION* Rebate Calculation is according to the formula below:Rebate calculation Minutes of downtime in monthTotal minutes in the monthx Rack Service Fee for the monthService Level Targets run concurrently. Downtime is calculated starting at the time of the first Service Level Target Failure andcontinues until all three Service Level Targets are restoredIGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 info@ignitecorp.com.auPO BOX 420, North Sydney, NSW 2060
BUSINESS CONTINUITYCATEGORYPERIODTARGETREBATE**24x7x365 4 hours-4 hours 5 hours2.5%5 hours 6 hours5%6 hours 7 hours10%7 hours 8 hours15% 8 hours20%10 Business Days-Response time*Service DeliveryBHTABLE 15: BUSINESS CONTINUITY* Response time commences upon receipt by Ignite of disaster notification in accordance with the procedure provided in the relevantcustomer handbook.**In addition to section 3.5, the Customer will not be entitled to claim a Rebate to the extent the failure to meet the Response Time iscaused directly or indirectly by:›the Customer’s failure to issue to Ignite a disaster notification in accordance with the procedure provided in the relevant customer handbook; or›any failure by the Customer to continue its business at the
SERVICE LEVEL AGREEMENT OCTOBER 2019 . IGNITE CORPORATION PTY LTD ABN 70 169 082 795 www.ignitecorp.com.au 1300 000 446 . 6. DEFINITIONS . SEVERITY LEVEL DESCRIPTION Priority 1 Severe business impact. Critical business services down. Priority 2 High business impact. Non-critical services down. Service degradation
