Performance Service Tier

With the Performance Service Tier, Hawaiian Telcom will, in addition to Fault Service Tier benefits, provide comprehensive performance, trending and analysis reports for all devices and services detailed within the services agreement. Information is provided through both a web portal that clients can access real-time at their convenience and a detailed monthly report delivered at the end of each month. Information provided by this service will allow you to proactively monitor bandwidth utilization, create roadmaps for network upgrades and plan new service offerings.

Service Deliverables

Includes Fault Service Tier benefits:

• Proactively monitoring customer’s network to detect conditions that degrade performance before a device or link actually fails.
• Taking appropriate corrective action based upon the conditions.
• Performing extensive diagnostic tests in the event of an issue.
• Providing SLA response time for critical alerts.
• Notifing customer of critical alarms.
• Proactive hardware/software support (depends upon type of maintenance contract).
• Providing vendor technical support from industry certified experts.
• Providing broadband transport for this service (won’t tie up customer’s existing WAN link).

Plus, Performance Service Tier adds the following benefits:

• Comprehensive performance analysis reports for all devices and services detailed within the services agreement.
• Real-time access to current information via a web portal.
• A detailed monthly report delivered at the end of each month.

Note – Hawaiian Telcom notifies customers within 30 minutes once a critical alarm is identified.  The Hawaiian Telcom NOC, however, receives immediate notification of outages and will work on critical alarms as soon as they arrive.

Customer will be provided the following:

• A Hawaiian Telcom Support and Managed Services Agreement with appropriate Maintenance Service Plan.
• Hours of Coverage: 8x5 or 24x7 as chosen by the customer.
• Broadband transport for remote connectivity to customer’s network and access to all equipment covered by this Service. (Customer should have PSTN dialup access available on an on-demand basis as a backup to the broadband connectivity. In the event that the broadband transport is out of service, then monitoring facilities will be subject to the PSTN dialup access. )