Data Services Performance Targets The following table outlines the expected performance for the Service: Service Performance Requirement Measurement Metric Packet Loss < 1% Latency < 25 ms Jitter < 5 ms Data Services Severity Level Descriptions The following table defines Data Services Severity Levels. The definition of an Incident will be based on the table. The Incident Management Table will define the timeframe for response and resolution expected by the NSW Government. SEVERITY LEVEL SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY 3 DEFINITION Impact on Service Service unavailable or Service seriously impaired Service is impaired causing Performance seriously impaired and not and not functional for difficulty with performing functional for multiple affected single or multiple normal work for single site affected sites sites Impact on productivity and NSW Government’s May result in lost May result in reduced reputation business may directly result productivity or may productivity but doesn’t in significant additional jeopardise risk otherwise threaten risk exposure of NSW management or provision management or service to Government or the public of service to the public public to risk, or adverse impact on NSW Government’s reputation The Service Provider must Continuously within Continuously within Within Business Hours until work to Resolve the Business and outside Business Hours and the Incident is Resolved Incident Business Hours until the outside Business Hours Incident is Resolved until the Incident is Resolved Available Alternatives No readily available No readily available There is a readily available alternative to perform work alternative to perform work alternative e.g. manual without Service Provider without Service Provider workaround involvement involvement Examples Unavailability of access to Unavailability of a NSW Service impaired at one (1) the Network of two (2) or Government’s Network site or network performance more physical locations, or access by one (1) site, or is unacceptable performance is degraded to performance is degraded to the extent that Services the extent that it does not cannot be reasonably used allow full or efficient business use of the Services Interim Status Update Every 15 mins 15 mins then every 30 On request Timeframe minutes If Incident is not Resolved Escalate according to Escalate according to Escalate according to agreed within the required agreed processes agreed processes processes timeframe If Incident is not Resolved Escalate according to Reclassify Incident as Reclassify Incident as within two the required agreed processes Severity 1 Severity 2 timeframe Data Service Availability Name Individual Service Availability (per Service) Description This Service Level aims to maintain consistent performance of Services offered. Hours measured Hours Coverage as set out in the Availability Table Service Level As set out in the Performance Target Table
Data Services Performance Targets The following table outlines the expected performance for the Service: Service Performance Requirement Measurement Metric Packet Loss < 1% Latency < 25 ms Jitter < 5 ms Data Services Severity Level Descriptions The following table defines Data Services Severity Levels. The definition of an Incident will be based on the table. The Incident Management Table will define the timeframe for response and resolution expected by the NSW Government. SEVERITY LEVEL DEFINITION SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY 3 Impact on Service Performance Service unavailable or seriously impaired and not functional for multiple affected sites Service seriously impaired and not functional for affected single or multiple sites Service is impaired causing difficulty with performing normal work for single site Impact on productivity and reputation NSW Government’s business may directly result in significant additional exposure of NSW Government or the public to risk, or adverse impact on NSW Government’s reputation May result in lost productivity or may jeopardise risk management or provision of service to the public May result in reduced productivity but doesn’t otherwise threaten risk management or service to public The Service Provider must work to Resolve the Incident Continuously within Business and outside Business Hours until the Incident is Resolved Continuously within Business Hours and outside Business Hours until the Incident is Resolved Within Business Hours until the Incident is Resolved Available Alternatives No readily available alternative to perform work without Service Provider involvement No readily available alternative to perform work without Service Provider involvement There is a readily available alternative e.g. manual workaround Examples Unavailability of access to the Network of two (2) or more physical locations, or performance is degraded to the extent that Services cannot be reasonably used Unavailability of a NSW Government’s Network access by one (1) site, or performance is degraded to the extent that it does not allow full or efficient business use of the Services Service impaired at one (1) site or network performance is unacceptable Interim Status Update Timeframe Every 15 mins 15 mins then every 30 minutes On request If Incident is not Resolved within the required timeframe Escalate according to agreed processes Escalate according to agreed processes Escalate according to agreed processes If Incident is not Resolved within two the required timeframe Escalate according to agreed processes Reclassify Incident as Severity 1 Reclassify Incident as Severity 2 Data Service Availability Name Individual Service Availability (per Service) Description This Service Level aims to maintain consistent performance of Services offered. Hours measured Hours Coverage as set out in the Availability Table Service Level As set out in the Performance Target Table
telecommunications_-_fixed_data_standard_v2.0_final.docx