Service levels
How FajrFiber service levels work.
This page explains how FajrFiber service levels work. The binding terms for your service are the ones in your service agreement.
On this page
Three different things, kept apart.
A better observation never changes an objective, and neither replaces your agreement.
- Observation
What has been observed
A measurement of what happened on a defined scope over a stated period. It describes the past.
- Standard objective
What FajrFiber sets as standard
Standard objectives for eligible services, each with its definition and scope. They describe what the service is designed and agreed to meet.
- Your agreement
What binds
Your service agreement: the exact objectives, definitions, exclusions and remedies for your service.
How commitments are set.
Service scope and SLA commitments agreed for the requirement.
Commitments are set per requirement and per site, then written into the agreement.
Availability.
Availability is the share of a measurement period during which a service is usable, as the agreement defines it. Planned maintenance and other exclusions are treated as the agreement states.
For scale: over a 30-day month, 99.99% availability corresponds to about 4.3 minutes of unavailable time.
Availability figures can only be compared when their periods, scope and exclusions match.
Availability for eligible Dedicated Internet services
- What your agreement defines
99.99% or higher
Standard availability objective for eligible Dedicated Internet services: 99.99% or higher, subject to the applicable SLA definition, exclusions and service design.
- How it is measured
Measured as the applicable SLA defines it: the measurement period, what counts as unavailable time, and what is excluded.
Performance: latency, loss and jitter.
- Latency (round-trip time)
How long a packet takes to reach a destination and return (RFC 2681). A figure is meaningful only with its statistic, path and period.
- Packet loss
The share of test packets that do not return within the timeout over a stated period (RFC 7680 basis).
- Jitter (packet delay variation)
How much delay varies between packets, measured with probes designed for it (RFC 3393, RFC 5481). The spread of a simple ping test is not a jitter measurement.
Local latency for eligible Dedicated Internet services
- What your agreement defines
Below 10 ms
Standard local latency objective for eligible Dedicated Internet services: below 10 ms, measured as defined in the applicable SLA.
- How it is measured
Round-trip time to defined local destinations, measured as the applicable SLA sets out.
Other performance objectives, where they apply to your service, are defined in your agreement.
How published figures are stated.
Every published performance figure names
- The metric, and the statistic reported
- The path class, never a host or address
- The measurement period, with start and end dates
- The method: protocol, interval and sample count
- For availability, how planned maintenance was treated
- The date it was last reviewed
Every published figure is labelled as an observation, not a service commitment. A figure past its review period is removed rather than shown stale.
When something goes wrong.
A human-operated Network Operations Center monitors your service 24/7/365, and technical support is staffed around the clock.
Disruptions raise automated alarms in our NOC.
Engineers investigate straight away and contact affected customers within minutes, before you have to report it.
Escalation connects the problem to engineering support, with the environment and service scope in view.
An engineer owns the problem.
Incidents are handled by severity: how widely a service is affected, and how seriously. The severity levels and any response targets for your service are defined in your agreement.
Planned maintenance.
Planned maintenance is scheduled work on the network. How it is scheduled, and whether it counts toward an availability objective, is defined in your agreement.
When FajrFiber publishes an observed availability figure, the figure states how planned maintenance was treated.
What your agreement contains.
This page explains how FajrFiber service levels work. The binding terms for your service are the ones in your service agreement.
- The service objectives that apply, and how each is defined
- How and where performance is measured
- Exclusions, and how planned maintenance is treated
- Support, severity levels and incident handling
- Where your agreement includes service remedies, it defines when they apply.
- Responsibilities on each side of the service handoff
- Commercial terms for the service
Standard objectives by service
Other FajrFiber services define their commitments per requirement.