Enhanced service levels
The important things you need to know about our wholesale service levels when considering enhanced services for your business-critical data and voice applications.
Introducing enhanced service levels – A higher level of support
If you have business-critical data and voice needs, we recommend you speak with your phone and internet provider about the Enhanced Service Level Agreement (eSLA) in place with your bundle or package – this means we will provide a higher level of support to your provider, who in turn, should offer a better level of support for your business.
As part of our Wholesale Broadband Agreement (WBA), all of the wholesale products which we offer come with a Standard Service Level Agreement (Standard SLA) – with the option to enhance to an eSLA to provide faster rectification of faults within our control, and a wider window of time during which these faults can be addressed.
When discussing fault rectification with your provider you will need to consider the following:
These are the hours of the day during which your provider can raise faults with us – ranging from 8am-5pm on business days for our standard service levels, to the choice of 7am-9pm or 24/7, 7 days a week for our enhanced service levels.
This is the maximum time your provider should expect to hear from us to let them know that we are addressing your issue. For example, on Standard SLAs our response times are only valid during operational periods – if a fault occurs at 11pm and we are required to rectify it, your provider may not get a response from us until the next business day.
This is the maximum length of time your provider should expect a fault within our control to be rectified, once responded to. Like response times, this is affected by operational periods – if the fault rectification begins at 8pm on a business day using our standard service level, we may not start work until the next business day. The rectification target for end users in urban areas is 5pm the following business day.
The wholesale options we offer to providers
For businesses that rely on their network for business-critical data, we recommend considering a plan paired with an eSLA – please refer to the eSLA information below. eSLAs allow providers to offer levels of service across a wider range of operational hours and rectification times to help meet your business needs. Your specific contract with your provider will determine what happens when the applicable eSLA conditions are not met.
The times below assume; an urban area; that the fault rectification time may vary depending on the location of the premises; and all times refer to what we offer to providers – which may differ to what times they offer you.
|SLA or eSLA||Operational period||Rectification time|
|Standard||8am-5pm, business days||5pm, next business day|
|Enhanced-12 (24/7)||24/7||12 hours|
|Enhanced-8 (24/7)||24/7||8 hours|
|Enhanced-6 (24/7)||24/7||6 hours|
|Enhanced-4 (24/7)||24/7||4 hours|