Understanding NBN Enhanced Service Level Agreements (eSLAs)
Introduction
NBN Enhanced Service Level Agreements (eSLAs) provide businesses with faster fault restoration targets and around-the-clock support options. These eSLAs go beyond the standard service restoration guarantees, giving organizations the reassurance of quicker turnaround times for critical network issues.
What is an eSLA?
An eSLA (Enhanced Service Level Agreement) is an add-on service that sets out specific, faster timeframes in which NBN will aim to restore your broadband service if a fault occurs. It also may provide extended or 24/7 coverage, depending on the option chosen.
Available Options
- eSLA Standard
- Included with all FibreMax NBN Business plans.
- Provides restoration targets during standard business hours.
- eSLA Standard 12 & eSLA Standard 12 (24/7)
- 12-hour restoration target.
- The 24/7 variant covers faults any time of day or night, including weekends.
- eSLA Standard 8 & eSLA Standard 8 (24/7)
- 8-hour restoration target.
- The 24/7 variant ensures support outside normal business hours.
- eSLA Standard 6 & eSLA Standard 6 (24/7)
- 6-hour restoration target.
- The 24/7 variant provides round-the-clock assistance for faults.
- eSLA Standard 4 & eSLA Standard 4 (24/7)
- 4-hour restoration target.
- The 24/7 variant delivers the fastest restoration time, any time of day.
How Do eSLAs Work?
- – In the event of a service fault, NBN will aim to diagnose and restore the connection within the specified timeframe.
- – If you choose a 24/7 option, technicians will be dispatched or will work on the issue at any hour, ensuring minimal downtime.
Who Should Consider an eSLA?
- – Businesses that rely heavily on connectivity for day-to-day operations (e.g., online sales, remote teams, VoIP).
- – Organizations needing guaranteed turnaround times outside standard business hours.
- – Companies looking to minimize disruptions and financial impacts caused by outages.
Key Benefits
- – Reduced Downtime: Faster restoration targets help maintain productivity and customer satisfaction.
- – 24/7 Assurance: Extended support windows ensure your critical systems are protected around the clock.
- – Customizable: Choose from multiple eSLA levels based on your specific needs and risk appetite.
How to Order or Upgrade
- – When ordering your FibreMax NBN Business plan, select the desired eSLA option.
- – Existing customers can upgrade at any time by contacting our Customer Support team.
Additional Support
If you have questions or need guidance choosing the right eSLA for your business, please reach out to our Support team at support@FibreMax.au.
We hope this overview helps you understand the benefits and options available through NBN’s Enhanced SLAs. For more details or to add an eSLA to your existing service, please contact us or visit our Ordering Page.
FAQs
Got Questions? We’ve Got Answers!
An eSLA (Enhanced Service Level Agreement) is an optional add-on that provides faster fault restoration and, in some cases, 24/7 support. This ensures your business stays connected with minimal downtime.
We offer multiple eSLA options based on your business needs:
- eSLA Standard (Included with all Business NBN plans) – Standard restoration targets during business hours.
- eSLA Standard 12 (12-hour restoration target) – Available with 24/7 coverage.
- eSLA Standard 8 (8-hour restoration target) – Available with 24/7 coverage.
- eSLA Standard 6 (6-hour restoration target) – Available with 24/7 coverage.
- eSLA Standard 4 (4-hour restoration target, fastest option) – Available with 24/7 coverage.
The 24/7 variants ensure fault restoration at any time, including nights and weekends.
- Faster restoration times – Your service is prioritized for quicker repairs.
- 24/7 coverage options – Get support anytime, including weekends and public holidays.
- Minimize downtime – Ideal for businesses relying on VoIP, cloud services, or online sales.
- Customizable – Choose the eSLA that best fits your operational needs.
If your FibreMax Business NBN experiences a fault, NBN will aim to restore service within the timeframe of your chosen eSLA. If you have a 24/7 eSLA, restoration efforts will begin immediately—no matter the time of day.
An Enhanced SLA is highly recommended for:
- Businesses that rely on uninterrupted internet (e.g., VoIP, remote work, POS systems, cloud applications).
- Organizations that need guaranteed uptime outside standard hours.
- Companies operating in industries where outages cause major disruptions (e.g., e-commerce, finance, healthcare, IT services).
- You can select an eSLA when ordering your FibreMax Business NBN plan.
- If you're an existing customer, you can upgrade your eSLA anytime by contacting our support team.
- For assistance, contact: support@FibreMax.au
Yes, every FibreMax Business NBN plan includes the eSLA Standard at no extra cost. If you need faster fault resolution or 24/7 support, you can choose a higher-tier eSLA option when ordering.