SCHEDULE 1
NeoLink Global TDM
SERVICE SCHEDULE
1.
APPLICABILITY
This Service Schedule is applicable only to the COF signed and submitted by the Customer and accepted by
Neotel in accordance with the general terms and conditions for delivery of services.
2.
DEFINITIONS
Terms used herein but not otherwise defined shall have the same meanings ascribed to them in the Master
Services Agreement. Furthermore, except where the context indicates otherwise the words, terms and definition
shall have the following meaning:
2.1
“COF” or “Customer Order Form” means the form through which the Customer accepts a quotation for
services, setting out the details of the Services requested such as quantities, fees, service levels and
charges payable.
2.2
“Contract Term” means the term of the applicable services as set out in the COF.
2.3
“Customer” means a duly authorised person requesting the service.
2.4
“EASSy” means Eastern Africa Submarine Cable System.
2.5
"Excused Outage" means those items set forth in Section 5.5 below.
2.6
“Full Circuit” shall mean a Private Line Service provided by Supplier from one endpoint A to another
endpoint Z and is available as Protected, Restored or Unprotected.
2.7
“Half Circuit” shall apply to a Private Line Service in which Supplier is providing only a half circuit from
Endpoint A and Customer is responsible to provide the other half to its theoretical mid-point.
2.8
“IRU” means Indefeasible Right of Use.
2.9
“MRC” or “Monthly Recurring Charge” means the monthly charges for the services as set out in the COF.
2.10
“NRC” or “Non- Recurring Charge” means the one-time non-recurring charges to be paid by the Customer
for installing, commissioning and provisioning of the Service as set out in the COF.
2.11
"Outage" means any event or circumstance (other than an Excused Outage) which results in Service
Down Time.
2.12
"Planned Maintenance" means any preventative, routine or scheduled maintenance which is performed
with regard to the Private Line Services, the Supplier Network or any component thereof, which Supplier
or its agents reasonably believe is necessary in order to prevent or remedy a defect which may affect
Customer's use or access to the Services. Supplier shall endeavour to give Customer at least seven (7)
days' notice of any Planned Maintenance event.
2.13
"PoP" means Point of Presence.
2.14
“Services” means any Neotel services provided to the Customer under a Customer Order Form.
2.15
“Service Credits” means service credits due to the Customer for unscheduled Service Downtime.
2.16
“Service Downtime” means that period of time for which the Service was unavailable to the Customer.
2.17
“Service Unavailability” refers to a period during which there is a break in transmission, reported to and
confirmed by Neotel’s Service Desk in accordance with the ITU-T Standard G.828 which is defined as
follows, “A break in transmission is considered to be a period of unavailable time or where 10 consecutive
severely errored seconds have been observed. These 10 seconds are considered to be part of
unavailable time. The end of an unavailable time period is declared when 10 consecutive seconds without
any severely errored seconds has been observed. These 10 seconds are deemed to be available time.”
Service Unavailability does not include Excused Outages.
2.18
“SAT-3” means South Atlantic 3.
2.19
“SAFE” means South Africa Far East.
2.20
“Terminating Services” means those Services that are terminated.
2.21
“Termination Date” means the date upon which this Agreement, or the applicable Terminating Services,
as the case may be, terminates for any reason whatsoever.
2.22
“TDM” means Time Division Multiplex.
2.23
“WACS” means West Africa Cable System.
Service Schedule NeoLink Global TDM v2.3
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Please initial: Customer _________ Neotel _________
3.
SERVICE DESCRIPTION
3.1.
Neolink Global is a service that provides dedicated high-speed connectivity between different
geographical locations through optical fibre submarine cable networks, which include SAT-3, SAFE,
SEACOM, WACS and EASSy.
3.2.
Neotel shall be responsible for the service and shall manage vendors in order to provide an end-to-end
service. This can be from a Neotel PoP to Neotel PoP and include local loops to Customer’s premises.
3.3.
In-country last mile services are provided by the local Telco but forms part of the end-to-end managed
service.
3.4.
NeoLink Global TDM caters for older voice network speeds (2 Mbps, 34 Mbps, 45 Mbps, 155 Mbps) and
is suited for legacy infrastructure that cannot integrate with Ethernet services
3.5.
TDM hand-off services can be provisioned for a Customer.
3.6.
TDM services are typically provisioned in the following fixed sizes:
3.7.
a)
E1 (2 Mbps)
b)
DS3 (45 Mbps)
c)
STM-1 (155 Mbps)
d)
STM-4 (620 Mbps)
Full circuits:
a)
A full circuit provides an end-to-end service, including international last mile (complete point-topoint service).
b)
A full circuit is offered utilising TDM service over all the cable systems.
b)
A half circuit provides a half circuit to a virtual mid-point of the subsea cable and a corresponding
carrier provides the other half circuit. The corresponding carrier is nominated and managed by the
Customer.
c)
A half circuit is only offered in a TDM service over SAT-3, SAFE and EASSY.
3.8.
Half circuits:
3.9.
NeoLink Global protection schemes:
a)
Protected Service:
1)
The service consists of a live path and a hot standby path between:
i.
ii.
iii.
iv.
Location A
South Africa to London via SEACOM
South Africa to London via SAT-3
South Africa to India via SAFE
South Africa to India via SEACOM
2)
Alternative routing on backup path within one (1) second.
3)
Highest level of protection.
Location B
Primary
Cable
System
Hot Standby
Cable
System
Protection
path
switching
Availability SLA
Wet
Segment
South Africa
London
SEACOM
SAT-3
Less than 1
second
99.5%
South Africa
Mumbai
SEACOM
SAFE
Less than 1
second
99.5%
b)
Last Mile
99.0% (linear)
99.5% (protected)
99.0% (linear)
99.5% (protected)
Restored Service:
1)
The primary path and backup path is defined between:
i.
ii.
iii.
iv.
Service Schedule NeoLink Global TDM v2.3
South Africa to London via SEACOM
South Africa to London via SAT-3
South Africa to India via SAFE
South Africa to India via SEACOM
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Please initial: Customer _________ Neotel _________
Location A
2)
A manual switch-over is commissioned during an outage situation.
3)
Customer’s service shall be restored within four (4) hours.
Location B
Availability SLA
Primary
Cable
System
Restored
Cable
System
Restoration
SLA
Wet
Segment
South Africa
London
SEACOM
SAT-3
4 hours
99.0%
South Africa
Mumbai
SEACOM
SAFE
4 hours
99.0%
c)
99.0% (linear)
99.5% (protected)
99.0% (linear)
99.5% (protected)
Unprotected Service:
Location A
1)
A linear service between two points on SAT-3, SAFE or SEACOM cable systems.
2)
No alternative fail-over route in the event of a cable break.
3)
Customer’s service shall be restored within six (6) to eight (8) weeks.
Location B
Availability SLA
Primary
Cable
System
Restored
Cable
System
Restoration
SLA
Wet
Segment
South Africa
London
SEACOM
None
None
99.0%
South Africa
Mumbai
SEACOM
None
None
99.0%
3.10
Last Mile
Last Mile
99.0% (linear)
99.5% (protected)
99.0% (linear)
99.5% (protected)
The Neolink Global service may be procured as a Lease option or IRU option:
Lease option:
a)
NeoLink Global bandwidth provision through Neotel can be paid for through monthly annuity
payments over a twelve (12) month term.
b)
The annuity payments consist of a MRC and a NRC.
IRU option:
4.
a)
An IRU payment mechanism is a payment option where the Customer has access to the
capacity purchased on a cable system.
b)
Neotel offers IRU’s in five (5), ten (10) and fifteen (15) year terms.
INSTALLATION AND TESTING
4.1.
Neotel will conduct an end-to-end system performance testing of the Service as provided in the Customer
Order Form. The In Service Notification shall be provided to the Customer by Neotel for such Service
after demonstrating error free transmission during the sixty (60) minute test period.
4.2.
Upon Customer’s receipt of the In Service Notification for a Service, Customer will have forty-eight (48)
hours to test the circuit and notify Neotel in writing of its acceptance or non-acceptance of the Service.
Customer may only reject a Service on the basis that the agreed technical specifications as set forth in the
service configuration diagram in the Customer Order Form for the Service have not been met.
4.3.
If the Customer notifies Neotel of its non-acceptance, further tests of the Service will be conducted and a
new In Service Notification will be delivered to Customer, provided that notwithstanding anything herein to
the contrary, Customer’s:
(i)
failure to notify Neotel of its non-acceptance of the Service within the foregoing time period, or
(ii)
(ii) use of a Service in commercial operations will be deemed to constitute Customer’s acceptance
of that Service.
Service Schedule NeoLink Global TDM v2.3
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Please initial: Customer _________ Neotel _________
5.
SERVICE AVAILABILITY GUARANTEE
Neotel shall guarantee service availability on the Neotel network between the Customer sites. The service shall be
considered unavailable in the event of any unscheduled service outage.
6.
5.1
For maintenance on linear services of non-redundant customer premise equipment the outage times shall
be negotiated.
5.2
In case of services provisioned with protection the services shall be switched to the protection path prior
to maintenance. Any outage as a result of this maintenance shall be included in the service downtime.
5.3
For each service, a timer is implemented that accumulates the total time to restore all breaks recorded for
the specific service for each day over a period of a month. All the faults that occur on the service during the
month shall be finalised at the time the service is handed back to the Customer. The timer shall be restarted
at the beginning of each month.
5.4
Service down time is that period of time for which the service was unavailable to the Customer and
penalties for down time shall be allocated to the Customer in the form of Service Credits.
5.5
Exclusions. The following outages shall be deemed to be Excused Outages for the purpose of
calculating the Service Down Time:
a)
Any Outage, unavailability or other degradation of the Service which is associated with or caused
by Planned Maintenance events or cable cuts on the Supplier Network (which are not otherwise
due to the fault or negligence of Supplier).
b)
an interruption during any period when the Customer elects not to release the service for testing or
repair and continues using the service on an impaired basis;
c)
interruptions due to the failure of facilities, equipment or applications provided by the Customer or a
third party acting on behalf of the Customer;
d)
acts or omissions of the Customer, including the provision of inaccurate information knowingly or
unknowingly, by any use or user of the service authorised by the Customer, or outages or
disruptions caused by the Customer
e)
Any Outage attributable to Customer's actions or inactions, Customer provided power or
equipment, or Customer's failure to follow agreed-upon procedures in respect of the Services
(including the failure of Customer to release the affected Service for testing or repair);
f)
Any Outage attributable to circuits comprising a part of the Private Line Service that are provided
by third party suppliers including providers of distant end half circuits.
g)
Any Outage attributable to Force Majeure Events,
h)
Cable cuts for Unprotected Circuits.
i)
Disconnection due to non-payment of any amount payable by the Customer to Neotel.
SERVICE CREDITS
6.1
In the event of a deficiency with the Service, the Customer shall contact the Enterprise Service Desk.
6.2
The granting of Service Credits is contingent upon the Customer having opened a trouble ticket with the
Enterprise Service Desk.
6.3
All Service Credits shall be calculated based on the MRC for the affected service(s) during the relevant
billing month and applied to the same affected services(s).
6.4
Customer must provide Supplier with a written request for a credit due hereunder within thirty (30) days of
the applicable event giving rise to the credit. Failure to do so will void Customer's eligibility for any credit
for such event(s).
6.5
In no event shall the total amount of Service Unavailability credits issued to Customer per month exceed
twenty-five percent (25%) of the MRC invoiced to Customer for the Affected Service for that month.
6.6
Credits are calculated after deduction of all discounts and other special pricing arrangements, and may
not be applied to governmental fees, taxes, surcharges, local access charges or any other charges other
than monthly recurring Service charges.
6.7
Credits will generally be reflected on the second invoice following the billing month in which the Serviceaffecting event occurs. The credits provided in this Service Schedule are Customer's sole and exclusive
remedies for all matters related to the guaranteed criteria.
Service Schedule NeoLink Global TDM v2.3
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Please initial: Customer _________ Neotel _________
Protected Service (99.5%)
Duration of Service Unavailability*
Service Unavailability Credit
0 – 216 minutes
No Credit
217 – 480 minutes
5% of MRC
481 – 960 minutes
10% of MRC
961 – 1440 minutes
15% of MRC
For each subsequent 24-hour period thereafter
3% of MRC
Restored Service (99.0%)
Duration of Service Unavailability*
Service Unavailability Credit
0 – 432 minutes
No Credit
433 – 960 minutes
5% of MRC
961 – 1440 minutes
10% of MRC
Above 1440 minutes
15% of MRC
Unprotected Service (99.0%)
Duration of Service Unavailability*
0 – 432 minutes
7.
Service Unavailability Credit
No Credit
433 – 960 minutes
2% of MRC
961 – 1440 minutes
5% of MRC
Above 1440 minutes
10% of MRC
EARLY TERMINATION COSTS
7.1
7.2
The termination fee shall be calculated on the outstanding fees and charges for each of the Terminating
Services as at the Termination Date and shall be determined as follows:
a)
In the event that the Terminating Services are terminated prior to the Service Commencement Date
thereof, the Customer shall be liable for an amount equal to the NRC, plus six (6) months of the
MRC;
b)
In the event that the Terminating Services are terminated subsequent to the Service
Commencement Date 100% of the MRC for the remainder of the Contract Term of the Terminating
Services.
The amounts referred to in clause 7.1shall be in addition to all fees and charges payable in the ordinary
course in respect of the applicable COF for the Terminating Services, plus any other Services that
continue unchanged, as at the Termination Date.
Service Schedule NeoLink Global TDM v2.3
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Please initial: Customer _________ Neotel _________
8.
ESCALATION MATRIX
8.1
Customer shall call the Enterprise Service Desk on 080 1111 636 (in South Africa only) or +27 11 585
0652 (outside of South Africa) to log calls, queries and complaints with Neotel.
8.2
Should a service issue not be resolved or satisfactory feedback not given, the issue may be escalated to
Level 2, 3 and 4 listed in the table below.
CONTACT
TELEPHONE NO.
E-MAIL
TIME
Level 1
Enterprise Service Desk
+27 11 585 0652
080 11 11 636
EnterpriseService@neotel.co.za
Immediate
Level 2
Cleo Riba
(Service Desk Team Leader)
+27 11 585 1410
+27 82 328 7793
Cleopatra.Riba@neotel.co.za
After 1 hour
Level 3
Kenneth Maphate
(Senior Manager - Technical
Support Centre)
+27 11 585 0466
+27 71 853 0776
Kenneth.Maphate@neotel.co.za
After 2 hours
Level 3
Poomoney Naidoo
(Senior Manager – SOC)
+27 11 585 0636
+27 71 856 3147
Poomoney.Naidoo@neotel.co.za
After 3 hours
Level 4
Vinnay Singh
(GM - Network Operations)
+27 11 585 0463
+27 83 800 2171
Vinnay.Singh@neotel.co.za
After 4 hours
SIGNED at …………………………..………. on this …….…. day of …...…………….………. 20..…....
…………………………………..
For and on behalf of
NEOTEL (PROPRIETARY) LIMITED
Who warrants that he is duly authorised thereto
SIGNED at …………………………..………. on this …….…. day of …...…………….………. 20..…....
…………………………………..
For and on behalf of
<Customer>
Who warrants that he is duly authorised thereto
Service Schedule NeoLink Global TDM v2.3
Page 7 of 7
Please initial: Customer _________ Neotel _________