NBN Enterprise Ethernet. What are the fault restoration SLAs?
The NBN Enterprise Ethernet Fibre Internet service is heading towards being the dominant Business Internet service, outside of the current Carrier CBD and Inner Metro Fibre footprint.
One of the big advantages the NBNco is promoting with NBN Enterprise Ethernet is its fault fix SLAs, with very clear time frame's around the fault rectification timeframes.
A 12hr rectification eSLA is standard on NBN Enterprise Ethernet .
Or the client can upgrade with to enhanced SLAs (eSLA) of 8 and 4hrs fault fix from time of report and these ESLAs are available in many locations for an additional cost of around $100-$200 per service..
The first thing to understand is what are the operational periods of the NBN Enterprise Ethernet eSLAs.
These are the hours of the day during which the provider can raise faults with NBNco and these range from 8am-5pm on business days only, for NBNs standard service levels. e.g Standard NBN TC4 Faults.
However enhanced SLA customers can report 24/7 with NBN Enterprise Ethernet.
How long will it NBNco to respond to a fault report?
This is the maximum time we should expect to hear from NBNco to let us know that the fault issue has been acknowledged and is being addressed.
For an eSLA that response time will vary depending on the eSLA but should be within in 1Hr.
This is the maximum length of time you should expect a fault within NBNco's control to be rectified. Where an eSLA is in place, work would commence as soon as NBNco is alerted to the fault. The NBN rectification times are listed in this table against each of the available eSLAS noting that not all SLAS will be offered by Commschoice.
Where are the NBN Enterprise Ethernet eSLAs available?
NBNco is not quite as clear on this. At this stage, we are hearing that there will be some locations where the eSLAs will not be offered, but those locations are not entirely clear. It's not unreasonable to expect if the service is delivered to a regional town with no NBNco presence within an hour or two's drive, then the eSLAS might not be achievable and probably not offered.
What if the NBNco Enterprise Ethernet eSLA is not met?
The eSLAS are backed by rebates, but don't expect a Lotto win if you have an outage. The only rebate payable will be a % of your monthly access fee and its limited to a maximum of 50% of your monthly access fee. e.g If you pay $1000 a month, the maximum rebate you would get in the event of an extended outage that is within the control of NBNco, will be $500.
There is no other consequential loss, damages, compensation or any other expenses covered by the NBN Enterprise Ethernet eSLAs.
This is no different to Carrier Fibre Business Internet services. Unless you purchase the Gold Plated versions of Carrier Fibre (effectively paying your own insurance), there is no consequential loss, damages, compensation or expense covered by the carriers either.
Of course this is a relatively new product and how well NBNco holds up to these SLAs is yet to be really tested.
If you would like to find out more about NBN Enterprise Ethernet, NBN EE Class of Service, NBN Enterprise Ethernet availability, how much NBN Enterprise Ethernet will cost and get any other questions answered, contact us to speak to an Australian based certified NBN Business adviser on 1300 42 66 67 or click the button and go through to the web form to arrange a call back.