Enchanced Service Level Agreements


What you need to know about nbn™ eSLAs, including response and retification times.

A higher level of support for mission critical data and voice.

Any business understands downtime of their data and voice connections cost them in more ways than one. With 10MATES you have the option of moving from a Standard Service Level Agreement (Standard SLA) to an eSLA, an enchanced version that provides faster rectification to faults within control and in between a wider time window.

The operational period of the eSLA

Using our online faults dashboard you can raise a fault 24/7.

The response time of the eSLA

There are currently three time periods, a standard SLA response time is between 8am-5pm, an eSLA is between 7am-9pm, a 24/7 eSLA is 24 hours a day 7 days a week.

Rectification Time

The maximum time a fault within the nbn network can be rectified. A standard SLA is by 5pm next business day, then there is the option of eSLA with 12, 8, 6 or 4 hours. Finally, a 24/7 eSLA has options of 12, 8, 6 and 4 hours.

Service Level Agreements

SLA or eSLA

Operational period

Rectification time

Standard

8am-5pm, business days

5pm, next business day

Enhanced-12

7am-9pm

12 hours

Enhanced-8

7am-9pm

8 hours

Enhanced-12 (24/7)

24/7

12 hours

Enhanced-8 (24/7)

24/7

8 hours

Enhanced-6

7am-9pm

6 hours

Enhanced-4

7am-9pm

4 hours

Enhanced-6 (24/7)

24/7

6 hours

Enhanced-4 (24/7)

24/7

4 hours