Introducing enhanced service levels – A higher level of support
If you have business-critical data and voice needs, we recommend you speak with your service 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 service 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 service provider you will need to consider the following:
The wholesale options we offer to service 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 service 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 service 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|