Standard Support Policy
Applies to Fibre to the Home (FTTH) and Residential Wireless Services (WIS)
• Business Hours Ticket Logged = Response within2 Hours, Resolution within 48 Hours*
• After Hours Ticket Logged = Response within 4 hours, Resolution within 72 Hours*
Expected minimum uptime on FTTH is around 93%, or up to 50 hours downtime in a month, worst case.
*Please note FTTH services rely on the Fibre Network Operator (FNO) to restore and there is no SLA or guaranteed repair time on FTTH.
Priority Support Policy
Applies to Fibre to the Business Services (FTTB) and Business Wireless Services (WIS)
• Business Hours Ticket Logged = Response within 2 Hours, Resolution within 24 Hours
• After Hours Ticket Loggede
FTTB services have specific uptime guarantees in one month, ranging from 95 – 99%, please see details of each package.
These services are guaranteed to have no more than 36 – 7 Hours per month downtime, dependent on package.
If you have a long term contract with an MSA, then please refer to this regarding the SLA applicable to your service.
