SLA

Metrofibre networx Operations Centre (MNOC)

The MNOC, which incorporates the Service Desk and Call Centre, is situated at the POP site in Randjesfontein Midrand, is operational 24/7. To increase network resilience and support the MFN DR site is situated in a secure location in Midrand South. The MNOC is the nerve centre for all networx activity and is purpose built to manage and monitor all MEF related recommendations. The MNOC also controls all service provisioning; client build, change management, client connection, fault reporting as well as all network maintenance and service issues. The MNOC will also manage all network availability guarantees, namely;

Packet Delivery Guarantee
Network Latency Guarantee
Network Availability Guarantee

The service offering will be driven in two parts:

Firstly a Service Level Agreement or SLA. This agreement defines the quality of the physical network, its availability and associated response times. All aspects of the SLA will be monitored and managed by the MFN Network Operations Centre in Midrand. The following levels of SLA are available, as per the table alongside.

Premium Gold
Premium Silver
Bronze
Best Effort

Statistics monitored and collected by the MNOC include:

Packet Delivery

Real Time: Monthly Packet Loss >0.001%
Priority Data: Monthly packet loss >0.001%
Basic Services Data: Monthly Packet Loss >0,5%

Where Packet Loss is defined as the percentage of packets that are dropped between NNI to UNI and/or UNI to UNI on the MFN Network (Gauteng only). The MNOC monitors this aggregate packet loss and compiles the collected data into a monthly average packet loss measurement for the Network.

Fault Reporting

The MNOC will also monitor the MFN infrastructure for event disruptions that will affect quality service delivery. All events will trigger a “Trouble Ticket” to log all end user, reseller and network related events. Fault logs will include, amongst others, the following details,