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Service Level Agreement (SLA)

This document describes the OMNIconnect Service Level Agreement (SLA) for OMNIconnect Business Grade Customers. It covers the service assurance of network and data centre services. The SLA applies to OMNIconnect Services in accordance with the Customer Service Agreement and General Terms and Conditions.

Service Level Agreement Updated: 15th January, 2018

Definitions and Interpretations

“Access” the telecommunication carriageway access method via Fibre, Fixed Wireless, Copper services.

“Basic Access” refers to all Business Grade DSL, Small Business Broadband and all OMNIconnect Regional services.

“Business Days” are weekdays, excluding Public Holidays.

“Business Hours” are 9:00am to 5:30pm weekdays excluding Public Holidays.

“By a mutual agreement” means OMNIconnect to analyse the fault and will, within 2 days, advise our analysis and a proposed restoration time to be agreed with the Customer.

“Charges” means the prices set out in Customer Order Form and Miscellaneous Pricing as available on the applicable website page.

“CPE” is OMNIconnect’s equipment installed at Customer site for provision of services.

“Customer” is the business customer who has entered into an Agreement with OMNIconnect.

“Data Centre” means the area within OMNIconnect’s premises that hosts OMNIconnect’s and other third party co-located equipment.

“Fault” means a failure in the normal operation of the Services.

“Fault Response Time” means the period of time between a failure in the normal operation of a Service being reported to the OMNIconnect Contact Number by the Customer and a response from OMNIconnect acknowledging the report.

“Fault Restoration Time” means the period of time between OMNIconnect determining that a reported failure in the normal operation of Service is a Fault and repair of the Fault by OMNIconnect.

“Hosting” refers to all managed hosted services and colocation outside of the OCDC.

“Incorrect Callout” means a callout associated with a fault, reported by the Customer, that is found to be in a network or equipment owned or maintained by any organization or individual other than OMNIconnect.

“Metropolitan and Regional” are typically within the boundaries of state and territory capital cities. Regional areas are areas outside Metropolitan areas.

“OCDC” OMNIconnect Data Centre primary location at Carrum Downs, Victoria.

“Premium Access” refers to all Colocation, and Business Grade fibre and fixed wireless.

“Premium Contact Number” is a specific phone number provided to Customers who have a written arrangement within the Agreement to access Premium Support with the on-call engineer outside of Business Hours.

“Planned outage” is the periodic pre-announced occurrence when a network element will be taken out of service for maintenance or upgrade.

“Service Period” means a period in which OMNIconnect provides response to Support Requests for Access Services during Business Hours or Premium Access 24 hours a day, and initiates action to achieve service restoration target in accordance with this SLA.

“Service Unavailable or Outage” means a service problem in the OMNIconnect network that severely affects the Service so that a network path is considered to be inaccessible if either:

1. It is not possible to both transmit and receive between the two ends of the path for a period in excess of 30 seconds, or
2. The performance of the path is severely degraded to an extent that the service is effectively unavailable. Severe degradation occurs where in excess of 50% of the packets transmitted on the path are lost during a period of 15 minutes.

Either of the above conditions requires immediate corrective action.

“Service Intermittent” means a service problem in the OMNIconnect network that affects the Service having either less than 50% packet loss or repeated short outages and requires immediate attention.

“Service Incident” means a minor problem that does not significantly affect the Customer service and does not require immediate attention.

“Support Request” means a call from the Customer after they have been unable to restore the Service with the Level 1 support following the procedures defined in the OMNIconnect document titled “OMNI troubleshoot ”. This includes verification, that in the case of a DSL CPE modem, is not faulty.

Overview
This document describes the OMNIconnect Service Level Agreement (SLA) for OMNIconnect Business Grade Customers. It covers the service assurance of network and data centre services. The SLA applies to OMNIconnect Services in accordance with the Customer Service Agreement and General Terms and Conditions.
Introduction
OMNIconnect is a broadband access and data centre company that provides business grade services backed up by a Service Level Agreement.

OMNIconnect is committed to total service delivery. This SLA covers elements of the OMNIconnect service that include elements outside the direct control of OMNIconnect . Further, the SLA is a living document that evolves over time with Customers’ requirements, and the introduction of new OMNIconnect services. This Service Level Agreement (SLA) defines service assurance uptime (network and power) of 99.9% and performance parameters. Should these parameters not be met, rebates may apply.

Scope
The areas covered by this agreement are:

• Wireless, Fibre, DSL and Microwave services.
• Data centre colocation, managed hosting services, shared hosting, VPS hosting and managed firewalls.
• This document is not intended to describe OMNIconnect products and services. Product descriptions and general information about OMNIconnect services are available from the OMNIconnect sales team.

Exclusions
OMNIconnect’s service assurance obligations do not extend to faults caused as a result of:

a. Any fault in equipment, software or any network not forming part of the service or the OMNIconnect CPE.
b. Damage from any external cause that may prevent the service or the OMNIconnect CPE working.
c. Acts or omissions of Customer.
d. Third party contractors or third party equipment that is not installed by OMNIconnect.
e. The removal of OMNIconnect CPE.

This SLA does not cover products and services of OMNIconnect that are not covered specifically in this document, including but not limited to Dial-up, Email and Domain services, Backup and Wireless Broadband Residential. SLA is not applicable if at the time of Support Request the Customer account payment is not up to date.

Network or Power Unavailability does not include any unavailability resulting from:

a. Planned maintenance outages.
b. Acts or omissions of Customer.
c. Acts of God, and any other situations beyond the reasonable control of OMNIconnect.
d. Faults in the End User equipment or software.
e. Damage due to external causes, eg. vandalism, theft, etc.

This SLA means a multiple access network will not attract service unavailability rebates being applied to a single access service that has not met the SLA.

OMNIconnect may, but is not obliged to, provide the Customer with on-site technical support. Charges apply where support is provided and will be charged at the then current rate, obtainable from OMNIconnect upon request. OMNIconnect reserves the right to repair faults at the customer’s expense.

OMNIconnect may access Customer content and other parts of the service as necessary to identify and resolve technical problems or to respond to service complaints.

Remote Eyes and Remote Hands
Remote Eyes and Remote Hands is defined as a check and relaying to Customer of the status of the physical Equipment, the lights showing and what is displayed on the screen as requested by the Customer during Business Hours. Requests beyond these defined actions are deemed as chargeable technical support.

The limit to remote hands and eyes is 10 events per month, with an event defined as one requested action as mentioned above, being performed at one time. Events in excess of 10 per month are chargeable as per the published rates.

Liability of OMNIconnect
For installations where the CPE is supplied and installed by OMNIconnect, OMNIconnect is not responsible for:

a. Any fault which is within the network of any interconnected other supplier. OMNIconnect will notify that other supplier of the fault and request that the fault be repaired promptly but OMNIconnect will not bear liability.
b. Software not distributed, approved or recognised by OMNIconnect including software downloaded from the Internet. If a Customer uses such software in connection with the OMNIconnect service, OMNIconnect will not be liable for any fault, loss and/or damage resulting directly or indirectly from such use.

OMNIconnect’s Business Hours of operation
OMNIconnect’s Business Hours of operation are 9:00 AM to 5:30 PM Monday – Friday, excluding Public Holidays when the Network Operations Centre (NOC) is available to provide support requests and to arrange callouts to meet the service restoration objectives of this Service Level Agreement.

For Customers that have Premium Service Support 24 hours a day, these will be provided with the Premium Contact Number for priority service outside of business hours.

Service Assurance

Support Request Response Time
Customers are responsible for isolation and rectification of service faults within Customer Equipment or Customer network. In cases where the Customer believes that the fault is not in the Customer Equipment or network but in the OMNIconnect Network, the Customer must lodge a Support Request with OMNIconnect on the Access Contact Number (03) 9770 3333 or via support@omniconnect.com.au which is answered immediately during Business Hours.

Premium Service Support is available to those with Colocation and Premium Access services on a priority number provided with 24 hour support. Response time is immediate during Business Hours and one hour outside Business Hours.

Speed Guarantee
OMNIconnect offer several Classes of Service (COS) on Premium Access services:
Standard COS: A guaranteed Peak Information Rate (PIR) is a guarantee that the service delivered will be able to reach the speed quoted.
Premium COS: A guaranteed Committed Information Rate (CIR) is a guarantee that the service will always be able to reach the speed quoted.
Basic Access services do not have a guaranteed PIR or CIR.

Network Availability Guarantee
The target Network availability is a minimum of 99.9% per month. The demarcation endpoints for SLA responsibility is the OMNIconnect CPE Ethernet port to the Internet gateway. The network availability is defined as the percentage of time each service is available in a single month.

Access Availability = (Total Hours for month – Outage Hours)/(Total Hours for month) x 100

Fault Response Time
Fault Response Time is the time taken by OMNIconnect to acknowledge a fault reported during the Service Period within Business Hours.

Target fault response times are set out in the tables below:

Business Access (Wireless and DSL) Target Fault Response Time

Unavailable 2 hrs
Intermittent 4 hrs
Incident 8 hrs

Premium Access (Hosting, Fibre, Microwave) Target Fault Response Time

Unavailable 1 hrs
Intermittent 2 hrs
Incident 4 hrs

Fault Restoration Time
Fault Restoration Time is the time taken by OMNIconnect to return the service to full working order from time of Fault Call, and may include field support.
Where a fault is reported outside Business Hours the restoration target begins at start of business the following day and is subject to OMNIconnect having access to the Customer’s Site.

Basic Access Target Fault Restoration Time

Severity  Metropolitan Area  Regional Area
Unavailable  6 Business hours  End of two Business Days
Intermittent  12 Business Hours  End of four Business Days

Premium Access Target Fault Restoration Time

Severity  Metropolitan Area  Regional Area
Unavailable  2 Business hours  12 Business hours
Intermittent  4 Business Hours  COB next Business Day

Monthly Service Fee Rebate
Where a fault is attributed to the OMNIconnect Network and any individual Access service is unavailable for a period exceeding the target restoration period, then the Customer account for the particular service in which failure has occurred, will be credited as follows:

Basic Access Service Unavailability Rebate
(Rebate only applicable to recurring monthly fees on individual Access services)

Less than 40 minutes 0%
Between 40 minutes and 5 hours 10%
Between 5 hours and 20 hours 15%
Between 20 hours and 40 hours 25%

Premium Access Service Unavailability Rebate
The SLA availability for Premium Access customers is 99.95% whereby after the target restoration period, rebates start to apply:
(Rebate only applicable to recurring monthly fees on individual Access services)

Less than 20 minutes 0%
Between 20 minutes and 1 hour 5%
Between 1 hour and 7 hours 10%
Between 7 hours and 15 hours 15%
Between 15 hours and 30 hours 25%

Services not covered by rebates
Monthly network unavailability rebate does not apply to:

a) Data Charges
b) Power Charges

OMNIconnect Data Centre (OCDC) Availability Guarantee
All colocation services located at our OMNIconnect Data Centre (Carrum Downs location) is covered under this OCDC availability guarantee SLA.
The target Data Centre availability for co-location services is 99.98% per month. The demarcation point for SLA responsibility is at the Ethernet port. If the OCDC unavailability exceeds 8 minutes, rebates for the services related to colocation at the OCDC may apply.
OCDC unavailability is expressed as a percentage of time when the OCDC is available in a calendar month.

OCDC Availability = (Total minutes in month – Outage minutes)/(Total minutes in month) x 100

OCDC Unavailability Rebate
Between 8 and 15 minutes 10%
Between 15 and 30 minutes 15%
Between 30 and 45 minutes 20%
Between 45 and 60 minutes 25%

Services not covered by rebates
Monthly OCDC unavailability rebate does not apply to:

a) Data Charges
b) Power Charges

Latency Service Level Calculation and Rebates

Link Latency Rebate(Current Months Fee)
Greater than 100ms 10% discount
Greater than 500ms 15% discount
Greater than 1000ms 25% discount

Link Latency Availability Guarantee
The target link latency across the OMNIconnect network is less than 100ms (measured in 5 minute averages and running at 50% load at the customer end). Degradation beyond this target latency that continues for a period greater than the fault restoration period, will qualify for the following rebates:

Latency Service Level Calculation and Rebates

Link Latency Rebate(Current Months Fee)
Greater than 100ms 10% discount
Greater than 500ms 15% discount
Greater than 1000ms 25% discount

Rebate Claim Process
OMNIconnect will provide calculations of rebate in response to a written request from the Customer within 14 days of incident.
Multiple claims disallowed, only Service Access Unavailability, Power Unavailability or link latency may be claimed for any one event.

Incorrect Callout Fee
Incorrect callout fee is set out in the table below (ex. GST):

Callout Fee:
During Business Hours $80 initial fee plus $40 per 15 min per person including traveling time
Outside Business Hours $160 initial fee plus $80 per 15 min per person including traveling time

DC Access and Technical Support
Escorted access and/or support for customer equipment (beyond remote hands) located within the OMNIconnect Data Centre (OCDC) may incur the following charges for each 30-minute block or part thereof:

Business Hours Tech Support by appointment: $80
Outside Business Hours Technical Support by appointment: $160
Business Hours OCDC Escorted Access by appointment: No Charge
Outside Business Hours OCDC Escorted Access: $80 call-out fee, $80/30 minutes
Public Holiday Surcharge: $80
Escorted access can be arranged via phone during business hours. After hours critical access can be arranged via the 24×7 NOC number provided to you in your service agreement. An appointment is required at least 30 minutes prior to arrival during business hours, and 60 minutes prior to arrival outside business hours.

Escalation Process

The tables below describe the escalation path for Customers to request escalations:

Service Escalation: Who to Contact: Contact Details:
Level 1 All Service enquiries OMNIconnect Network Operations Centre (NOC)–
support@omniconnect.com.au
All escalation requests are to be made via OMNIconnect NOC on:
(03) 9770 3333 or Premium Contact Number
Level 2 Service jobs that have missed SLA and complaints Network Management – noc@omni.net.au or Premium Contact Number
Level 3 Major escalations and complaints Your OMNIconnect Account Manager or Sales Manager or [name]@omniconnect.com.au

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1300 662 457

Join our clients for reliable support and service

Marshere VPS Blocks Pearson Victorian Government Pentana
  • “Omniconnect was introduced to us through our network contractor and we have not looked back since. The customer service is great with good response time when needed. I would recommend Omniconnect if you are looking for an ISP.
    Wai Choong Liew – Premium Beverages
  • “OMNIconnect has been our internet service provider for more than 8 years, and we have no intention of ever switching. OMNI provide us with a reliable, business grade service that is flexible enough to scale to our ever changing service requirements. We have also experienced a near 100% up time which makes OMNIconnect our number 1 recommendation to anyone looking for high quality, business grade internet solutions.
    Simon Fedek – Excel Australasia
  • “Since coming on board with OMNIconnect our internet reliability problems have completely gone away, the connection is rock solid with low latency. The increased bandwidth has also dramatically reduced the time it takes our customers to download software from our servers. OMNIconnect’s staff are friendly and attentive, when we have requested a few configuration changes they have been actioned extremely fast.
    Ben Howell – Environmental Monitoring Solutions
  • “OMNIconnect were one of the very few providers who understood our technical needs and did not try to fit us into a template. The company listened to us, was prepared to make recommendations about how we should do things but was always prepared to listen to us. The relationship with OMNIconnect has grown to become a close collaboration between our teams and theirs. Given the demanding technical issues we have faced in the growth of our operations it has been good to have the team at OMNIconnect by our side as we have grown and as our systems have evolved. ...Read more
    Anthony Sutton – Lateral Plans
  • “We would consider OMNIconnect as the only boutique DataCentre hosting provider in Melbourne, having looked at all the others. Staff/support staff were friendly, approachable and very accommodating.
    Steven Cole – CUE IT
  • “OMNIconnect has demonstrated a superior level of service and efficiency in the delivery of Internet services to 101 Collins Street and we are proud to be associated with you to this end. We look forward to our ongoing relationship with your excellent company.
    Peter Young – 101 Collins
  • “Just a quick note to thank you and your team for the excellent support responses that you have provided to Mesch Engagement on behalf of [client name withheld] over the past week or so. Your customer service levels have far exceeded my experiences with other hosting providers. Your timeliness and can-do attitude to our requests for assistance have made the transition for [client name withheld] to their new site effortless for them and without any major issues. We have appreciated your involvement in this process.
    Mesch Engagement
  • “The OMNIconnect team is quick to respond to queries, takes immediate action if support is required and can explain service solutions without hiding behind a wall of technical jargon. I would have no problem in recommending OMNIconnect’s services.
    Luella Paine – Youthcentral
  • “For quality and timely service delivery, OMNIconnect is highly recommended. Their team of friendly sales and engineering staff are skilled at delivering a wide range of hosting and networking services that are backed up by terrific customer service.
    Mark Ackland – Penguin Books
  • “As a reseller of various cloud services, Omni has provided me very good support, tech guys are quite knowledgeable and very helpful… I will definitely recommend clients to Omni. I have already referred a few clients who are very happy with the services you offer thus far.
    Whole IT
  • “I’ve been very happy with the team at OMNIconnect. My colleagues and I have always found them responsive, friendly and always willing to help us with any issues or questions we might have. The thing that has impressed us has been their co-operative nature which has helped us in our transition. The service is also very cost-effective and we are able to pass the advantage on to our clients. A trustworthy company that I would highly recommend for data storage and hosting. Thank you!
    Dominic Vivarini – Web Alive
  • “Based on our experience we would definitely recommend the OMNIconnect data centre as one of, if not the best, value data centre in Melbourne.
    Will Kruss – VPS Blocks
  • “As a result of an intensive ISP ​search and comparison, OMNI came as a front runner by a mile due to a very reliable and fast infrastructure.
    Nazeh Calil – Pearson
  • “During the time we’ve been using OMNIconnect we’ve continued to grow the services we offer that depend on equipment in the data centre and throughout this OMNIconnect has worked effectively with us to meet our needs and deal with various stages of growth. We have no hesitation in recommending OMNIconnect to others.
    Nathan Warnecke – ITRO
  • “Since day one our relationship with OMNI has continued to grow as our organizational requirements for hosting services has increased. At each stage OMNI has been able to provide exceptional service and clear-cut solutions to meet our needs. OMNI customer focus has made our dealings with them effortless and any issues faced have always been resolved with ease and efficiency.
    Pearson Education
  • “I love dealing with OMNIconnect because of the personal touch they put into a technical industry. They are always quick to respond, they give the information I need and make website and server hosting easy!! I would definitely recommend them to those wanting trustworthy server and website hosting. I don’t know any other Australian companies whose expertise and custom support comes close!
    Felicity – Metrix Operations

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