Fiber Optic Service Level Agreement (SLA)
4. Service Availability
| Service Parameter |
Target |
| Service Uptime |
|
| Maintenance Window |
|
5. Performance Metrics
| Metric |
Target |
| Latency |
|
| Packet Loss |
|
| Throughput |
|
6. Incident Management
| Severity |
Response Time |
Resolution Time |
| Critical |
|
|
| High |
|
|
| Medium |
|
|
| Low |
|
|
7. Service Request & Support
8. Responsibilities
Provider Responsibilities
Customer Responsibilities