Click for each detailed Service Level Agreement (SLA)

1. Definition of Service

GF Residential Broadband Internet is an FTTH Service based on GPON technology and designed
to provide fast internet for residential use.

2. Installation of Service

For each registered application for a GF Service, GF commits to install and commission the required service within 31 calendar days after receiving Customer commitment (application and initial payment).

3. Network


3.1. GF commitment is 99.9% for any given month. This translates into a maximum downtime
of GF network of 43minutes/month, with Service/Maintenance Windows not included.


3.2. GF is committed to limit maintenance window only to critical service operations (critical security
updates, patches, etc).


‍GF will attempt - where possible - to schedule maintenance windows between 00:00-07:00
hrs weekdays, to keep the interruption of service impact at a minimum.


3.3. GF commitment excludes any events or series of events which are outside the reasonable
control of the company.


3.4. Latency
GIBFIBRE’s Latency commitment is the average round-trip transmission of 60 milliseconds or
less between GIBFIBRE’s core routers and GIBFIBRE’s CPE located at the customers
premises. GIBFIBRE will calculate Latency as determined by averaging sample
measurements taken during the most recent full calendar month between designated core
routers or switches.

3.5. Packet Delivery
GIBFIBRE’s commitment is packet delivery of 99% or greater between GIBFIBRE’s core
routers and GIBFIBRE’s CPE located at the customers premises. Packet Delivery is
determined by averaging sample measurements taken during the most recent full calendar
month between GIBFIBRE’s monitoring servers and the Customer’s service.


3.6. Bandwidth Guarantee
GIBFIBRE’s FTTH residential connections are delivered over a secure and feature rich shared
network. The nominal connection rate is the maximum attainable rate that will be available
for your use when there are sufficient network resources. It is GIBFIBRE’s goal to deliver
nominal bandwidth at all times however certain peak time periods may exist during which
the nominal bandwidth may not be available. Through QoS mechanisms, GIBFIBRE can reserve
and guarantee bandwidth which are applied to the level of service contracted.
For GIBFIBRE Residential Service customers: 10% of the nominal rate to be available for the
end user at all times.

4. Local Link Service Restore

4.1 GF is committed to restoring any local loss of service within 2 business days fromthe moment an outage is logged and recorded - through a customer service ticketor via GF NOC.

4.2 GF is committed to replace any leased CPE within 2 business days from themoment a fault is acknowledged by a member of a GF Team. GF commitmentexcludes any CPE subject to customer misuse.

5. Service Credit

5.1 Any client experiencing GF network availability values lower than the one stated on paragraph (3.1) is entitled to service credit, as follows:

Exceeding 4 hours: 5% of monthly billed site revenue.

Exceeding 8 hours: 10% of monthly billed site revenue.

Exceeding 12 hours: 15% of monthly billed site revenue.

Every subsequent 8-hour increment after the above mentioned shall receive an additional 5% credit, the sum of which is not to exceed 100% of the total monthly bill for a given contract.

5.2 Any client experiencing an average latency greater than the one stated on paragraph (4) for a consecutive period of time greater than 4 hours is entitled to a10% of monthly billed site revenue.

5.3 Lost connectivity periods will be monitored and measured by the GF NOC Team and all updates and relevant information will be sent to the client and updated accordingly in a Service Order/Customer Ticket. The ticket will be created by the GFTeam when an outage is observed (following customer complaint or NOC triggered alarm).

5.4 Latency values will be monitored and measured by the GF NOC Team and all updates and relevant information will be sent to the client and updated accordingly in a Service Order/Customer Ticket. The ticket will be created by the GF Team when abnormal values are observed (following customer complaint or NOC triggered alarm).

5.5 Any undisputed amount owed by the Customer shall be paid in full to GF before a service credit can be applied.

5.6 GF will not be held responsible and will issue no service credit due to any causes beyond its reasonable control, including, but not limited to, Acts of God, War, Strikes, electrical storm, hurricane, political unrest, and, if applicable, lack of access to GF equipment at the Customer Site.

6. Installation Interval Commitment

6.1 GF monitors its services, fibre lines and network equipment 24 hours a day, 7 days a week - up to the Demarcation Point (CPE).

6.2 Technical Support is available Monday to Friday, 9am to 5pm.

6.3 Customers can open a ticket by contacting Technical Support from Monday toFriday 08:00 – 22:00 and Saturday to Sunday 10:00 – 22:00 on 225 00000 and selecting the appropriate option from the menu. In addition, you can email GIBFIBRE directly on support@gibfibre.com or speak to one of our agents using our live chat feature.

6.4 Every time a customer reports an issue or the GF NOC detects a failure in services, a Service Order/Work Ticket will be opened and updated accordingly during its lifetime period.

6.5 Customer has the right to enquire on status of the Service Order/Work Ticket at all times, using the dedicated technical and customer support numbers or emails listed in the contact section of the site.

This document is valid only with the acceptance of the Terms and Conditions. https://www.gibfibre.com/terms

7. Glossary

GF GIBFIBRE
CPE Customer Premises Equipment
FTTH Fibre to the Home
GPON Gigabit-capable Passive Optical Network
MTTR Mean Time to Repair
NOC Network Operation Centre
SLA Service Level Agreement

1. Definition of Service

GIBFIBRE Business Broadband Internet is a FTTH Service based on GPON technology and is
designed to provide fast and reliable internet for Basic Business use.

GIBFIBRE SLAs offer customers a comprehensive support mechanism for the services
contracted. By default, all GIBFIBRE customers are entitled to GIBFIBRE’s Basic Service Level
agreement which is unparalleled in the industry. Extended Support is offered to customers
who select a Premium Service which offers a great level of comfort. Premium and Premium
Plus customers can avail of GIBFIBRE’s Extended Support 24 which provides the additional
benefit of 24x7x365 support and increased response and MTTR responses.

2. Installation of Service

For each registered application for a GIBFIBRE Service, GIBFIBRE commits to install and
commission the required service within 31 calendar days after receiving the Customer’s
Order. (Signed Order form and initial payment).

3. Network

3.1. Network Availability

GIBFIBRE’s objective is to have its network available for at least 99% for GPON based services
within a calendar month. Network availability is defined as the number of minutes within a
given calendar month that GIBFIBRE’s monitoring system indicates that the network
services are available for Customer’s use. Network downtime exists when a customer’s
connection is unable to transmit or receive Internet service and GIBFIBRE records such a
failure in the GIBFIBRE trouble ticket system. Network down time is measured from the time
the trouble ticket is opened to the time the Customer’s service is restored.

GIBFIBRE’s commitment excludes any events or series of events which are outside the
reasonable control of the company.

3.2. Latency

GIBFIBRE’s Latency commitment is the average round-trip transmission of 20 milliseconds or
less between GIBFIBRE’s core routers and GIBFIBRE’s CPE located at the customers
premises. GIBFIBRE will calculate Latency as determined by averaging sample
measurements taken during the most recent full calendar month between designated core
routers or switches.

3.3. Packet Delivery

GIBFIBRE’s commitment is packet delivery of 99% or greater between GIBFIBRE’s core
routers and GIBFIBRE’s CPE located at the customers premises. Packet Delivery is
determined by averaging sample measurements taken during the most recent full calendar
month between GIBFIBRE’s monitoring servers and the Customer’s service.

3.4. Bandwith Guarantee

GIBFIBRE’s FTTH Business connections are delivered over a secure and feature rich
shared network. The nominal connection rate is the maximum attainable rate that will
be available for your use when there are sufficient network resources. It is GIBFIBRE’s
goal to deliver nominal bandwidth at all times however certain peak time periods may
exist during which the nominal bandwidth may not be available. Through QoS
mechanisms, GIBFIBRE can reserve and guarantee bandwidth which are applied to the
level of service contracted.

For GIBFIBRE Basic Service customers: 10% of the nominal rate to be available for the
end user at all times

For GIBFIBRE Premium Service customers: 30% of the nominal rate to be available for
the end user at all times

4. Technical Support

GIBFIBRE monitors its services, fibre lines and network equipment 24 hours a day, 7 days
a week – up to the Demarcation Point (CPE).

Customers can open a trouble ticket by calling +350 22500000 or emailing
support@gibfibre.com

Each time a customer reports an issue or the GIBFIBRE NOC detects a failure in services,
a Service Order/ Work Ticket (Trouble Ticket) will be opened and updated accordingly
during its lifetime period.

The Customer has the right to enquire on the status of the Service Order/Work Ticket at
all times, using the dedicated Technical and Customer Support numbers or emails listed
in the contact section of the site.

4.1. Service Hours

This is the agreed time during which Technical Support services are made available to
the Customer with regard to the Service subscribed to in the Service Description.

The Basic offering for all Business Services Customers is as follows:
08:00 to 22:00 Monday to Friday, Weekends and Public Holidays 10:00 to 20:00

Please note that dependent on the type of service a customer selects (Basic, Premium, Premium Plus)
will influence the priority with which customers queries and or faults are handled as outlined below.

Extended Support 24 - This service is available to Premium & Premium Plus Business
Customers who have an enhanced requirement for Technical Support. This optional
service is available to customers who contract a Premium Business Service with
GIBFIBRE. This is a payable option (currently £200 per month) and customers have access to
Technical Support 24 x 7, 365 days per year

4.2. Response time

This is the time to respond to an event based on the level of urgency of the incident
detected from the Customer and logged and acknowledged by GIBFIBRE through its
Trouble Ticketing System.

4.3. Service Restoration Time (MTTR)

This is the period of time which is calculated from the point in time when an incident or event is detected, logged and recorded. During which time GibFibre shall correct
the interruption or otherwise normalize the service.

Where applicable, GIBFIBRE is committed to replace GIBFIBRE’s CPE within 2
business days from the moment a fault is formally logged by a member of the
GIBFIBRE team. GIBFIBRE’s commitment excludes any CPE subject to customer
misuse.

4.4. Technical Support Categories

Critical: Where all services are unavailable to customers and no immediate work-
around is available (e.g. customer network is down)

Serious: Major service functionality is impaired. E.g. Service is operational but in a
restricted fashion
Low: General usage questions / queries; intermittent packet loss which does not
impair use of service

4.5. Target Level

GIBFIBRE will process 95% of the incident situations within the above described
Response and Restoration times.

5. Maintenance

Scheduled Maintenance

The Maintenance Window for disruptive work (greater than 15 mins) will be limited
from 01:00am to 06:00am hours CET, any day with 5 calendar days’ notice to
customers.

Emergency Maintenance

GIBFIBRE reserves the right to perform Emergency Services maintenance as needed
outside the Scheduled Maintenance window. GIBFIBRE will make a reasonable effort
to notify customers if feasible under the circumstances.
Please Note:
a) Confirmation of Scheduled Maintenance will be via email to the
Customers’ Authorised Contacts
b) Once notification is issued to the customer this will be considered a
‘Scheduled Maintenance’

GIBFIBRE reserves the right to the change terms and conditions of this SLA, changes
to this SLA document will be sent to all of our clients within 7 days of any and all
changes.

This document is valid only with the acceptance of GIBFIBRE’s Terms & Conditions.

Glossary

CET Central European Time
CPE Customer Premises Equipment
FTTH Fibre to the Home
GPON Gigabit-capable Passive Optical Network MTTR Mean Time to Repair
NOC Network Operation Centre
SLA Service Level Agreement

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