Network Performance Standards

The Toronto Hydro Telecom network is built around specific performance standards to ensure customers are provided consistent, high quality, reliable services. This document outlines these standards in detail.

Network Availability Benchmark

The Toronto Hydro Telecom network availability benchmark is 99.999%. This benchmark, incorporating all network equipment between core switches and the network access interface (excluding local loop or POP, customer premises equipment, customer LAN, scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Service Provider networks, or force majeure events (as defined below)), refers to the long-term average for network availability.

Network Latency Benchmark

Toronto Hydro Telecom's IP network (as defined in the previous section) latency objective is to have an average round trip traffic transit time of 65ms or less. The average latency is measured as the average of 15-minute samples of 64 byte ping packets across Toronto Hydro Telecom's network taken throughout the month. This objective excludes local loop, customer premises equipment, customer LAN, scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Service Provider networks, times during Toronto Hydro Telecom network outages (these times are covered by the Network Availability), the public Internet, or force majeure events (as defined below).

Support Performance Benchmark

In the case of a network problem or service outage, the following parameters outline Toronto Hydro Telecom's dedication to speedy fault resolution:

  • 24/7 Network Operations Centre personnel available for customer technical support.
  • Operations support response within 30 minutes of problem notification.
  • Mean Time To Repair target of 4 hours or less for problems within Toronto Hydro Telecom's network.

Mean Time To Repair is defined as the average service outage repair time over a full calendar year. Outages are measured from the time a Customer notifies Toronto Hydro Telecom and opens a trouble ticket to the time that service is restored. Problems with Customer premise located equipment and facilities (e.g. PC, NIC, Customer's network wiring, routers, hubs, etc.) are not covered by these performance objectives.

Order Provisioning Benchmark

Upon receipt and acceptance of a signed service order, the following parameters outline Toronto Hydro Telecom's dedication to timely provisioning:

  • Order provisioning of 10 business days in Toronto Hydro Telecom On-Net POP buildings
  • Order provisioning of 35 business days in Toronto Hydro Telecom On-Net Fibre buildings

Trouble Reporting

In the event of a network or service outage, customers are requested to call the Toronto Hydro Telecom Trouble Reporting Number at 416-542-2525 to open a trouble ticket. Alternately, customers may e-mail [email protected] or fax 416-626-5419. The Customer must provide the following information when opening a trouble ticket:

  1. Company
  2. Type of Service and Service ID of service in trouble
  3. Contact name and number
  4. Ticket number provided, if escalating
  5. Type of trouble experienced
  6. Time of trouble

Toronto Hydro Telecom will take all measures it deems appropriate to investigate reported outages. If a trouble is not resolved within 1 hour of ticket opening, the trouble will be escalated according to the following order:

Hours Toronto Hydro Telecom
Immediate NOC/1st line
1/2 hr Customer Service Manager
1 hr Director Operations
2 hrs Vice President

The duration of an outage is measured from the time the Customer opens a trouble ticket with Toronto Hydro Telecom to the time the Customer is able to transmit and receive data again. All such occurrences in a given calendar day are considered one occurrence.

Exclusions

  • Any force majeure event (including, without limitation, occurrence of acts of God, floods, war, fires, natural disasters, famine, earthquake, embargoes, labour disputes, casualties, civil disturbance, acts of civil and military authorities, terrorist acts, lack of or delay in transportation, shortages, unavailability or delay in delivery not resulting from the responsible party's failure to timely place orders therefore, government codes, permits, ordinances, laws, rules, regulations, restrictions or any other contingency beyond its reasonable control.

  • Any act of the Customer not expressly authorized by Toronto Hydro Telecom or any use of the service or acts or omissions by the Customer that affects the Customer premise equipment, wiring or network configuration or otherwise affects Toronto Hydro Telecom ability to provide service.

  • Scheduled maintenance on the Toronto Hydro Telecom network.

  • Toronto Hydro Telecom may modify the Network Performance Standards at any time. Such modifications shall be deemed effective immediately upon either posting of the modified Network Performance Standards on the Toronto Hydro Telecom web site, or notifying the Customer.

If you have any questions, please contact your Account Representative.