Fibre & NBN SLA: Response, Restoration, Activation Times & Service Credits
Overview
Comms Channel commits to specific fault response, restoration, and uptime targets for every Connectivity Service — NBN TC-4, NBN EE Business Fibre, Telstra Business Fibre, AAPT Business Fibre, and AAPT Fixed Wireless. When a target isn't met, your service may be eligible for a Service Credit against the monthly recurring charge.
Steps to Check Your SLA & Request a Service Credit
Identify your Connectivity Service type. SLA targets vary across NBN TC-4, NBN EE Business Fibre, Telstra Business Fibre, AAPT Business Fibre, and AAPT Fixed Wireless. Confirm the product on your invoice or in the Customer Portal under Services.
Check the Fault Response Time for your fault category. Response is the time from logging a ticket to acknowledgement by the support team.
Fault Category Target Fault Response Time Critical 1 hour Major 2 hours Minor 4 hours Confirm the Service Availability target for your product. Availability is measured per calendar month and drives Service Credit eligibility.
Service Availability Target NBN TC-4 98.50% Telstra Business Fibre 99.90% NBN EE Business Fibre 99.95% AAPT Business Fibre 98.95% AAPT Fixed Wireless 98.50% Look up the Target Restoration Time for your product line. Restoration time is measured only during the Carrier Coverage Hours shown.
Service Target Response Target Restore Carrier Coverage Hours NBN TC-4 Default SLA 8 hours By 7:00 PM next business day 7 AM – 9 PM Mon–Fri (excl. public holidays) NBN TC-4 Enhanced 12 24/7 1 hour 12 hours 24/7 NBN TC-4 Enhanced 8 24/7 1 hour 8 hours 24/7 NBN TC-4 Enhanced 4 24/7 15 minutes 4 hours 24/7 NBN EE Business Fibre 1 hour 12 hours 24/7 Telstra Business Fibre – Standard 1 hour 12 hours Mon–Sat 7 AM – 9 PM Telstra Business Fibre – Premium 1 hour 12 hours 24/7 AAPT Business Fibre 1 hour 12 hours 24/7 AAPT Fixed Wireless 1 hour Close of business next business day 24/7 Adjust for location. Targets above apply to Metro and Regional sites. Add 1 full day for Rural sites, 2 full days for Remote sites, and 4 full days where access requires special transport (e.g. helicopter or boat).
Check Service Activation targets if the service hasn't been delivered yet.
Service Activation Target NBN 10 business days (without site visit) · 20 business days (with site visit) Business Fibre Case by case AAPT Fixed Wireless 7 business days Calculate Service Credit eligibility when availability falls short. Credits are based on cumulative unavailability during business hours across the calendar month.
Eligible Service Unavailability (Business Hours) Service Credit NBN 16 – 24 10% NBN 20.5 – 42.5 20% NBN 42.5+ 50% Business Fibre (Standard SLA) 12 – 20 10% Business Fibre (Standard SLA) 20+ 20% Business Fibre (Enhanced SLA) 8 – 16 10% Business Fibre (Enhanced SLA) 16+ 20% Submit the credit request by emailing helpdesk@commschannel.com.au with your service ID, outage start/end timestamps, and any related ticket numbers. Service Credits are applied at Comms Channel's reasonable commercial judgment as a percentage off a single service's monthly recurring charge.
Key Notes
| Item | Details |
|---|---|
| Help Desk Hours | 9:00 AM – 6:00 PM Sydney/Melbourne time, 7 days per week. After-hours response team monitors until 9:00 PM, 7 days |
| Contact | helpdesk@commschannel.com.au · 1300 044 116 (option 2) |
| Excluded from SLA | Planned network outages, Telstra Mass Service Disruptions, Acts of God, end-user equipment or cabling, third-party equipment not installed by Comms Channel, vandalism or theft |
| Per-Service SLA | The SLA applies to each individual service. A working service does not attract credits because a separate service has breached SLA |
| SLA Variations | Comms Channel may amend this SLA on 20 days' written notice via email. Remote area SLAs are agreed on a case-by-case basis |
Source document: Connectivity Service Level Agreement, Issue 1.1, June 2024
