Category: Phone
Last updated: Monday, 9 September 2024

All More Business eSLA FAQs

What is an eSLA?

eSLA stands for enhanced Service Level Agreement and refers to NBN Co.’s commitment to providing a higher level of support for their customers. As part of the new eSLA, will aim to work with NBN Co. to rectify faults and outages raised with them within four hours if you are located in an urban area, or encounter an issue where technician attendance is not needed^. The eSLA for fault rectification allows for 18 hours for major/minor rural areas if attendance is required, and 32 hours for remote areas where technician attendance is required. eSLAs are created to benefit business workflow and minimise service disruption, and exists as a key feature that differentiates business-level nbn® from residential-level nbn®.
^We will always try to troubleshoot and rectify any issues ourselves before raising the issue with NBN Co. Time spent troubleshooting with the customer prior to outreach to NBN Co. is not included in the eSLA timeframes.

What plans include an eSLA?
Customers on Superfast, Ultrafast, Business Superfast, Business Ultrafast and Business Ultrafast Plus nbn® plans who signed up from 9 September 2024 have an eSLA included in their plan. Further information on the specifics of your eSLA can be found in your CIS.
If you signed up for a Business Ultrafast Plus nbn® plan before 9 September 2024, you are not eligible for the eSLA as your service has been set up through NBN Co without this feature. If you would like to receive the eSLA with your plan, please contact us on 13 66 73 to discuss.

What's the benefit of an eSLA for my business?
eSLAs are helpful if the day-to-day running of your business can be disrupted by an nbn® fault or outage. eSLAs are NBN Co's commitment to addressing and rectifying raised faults within the timeframes outlined by the eSLA, meaning that your business operations will be back up and running quickly.

I have an eSLA, how do I reach out about an nbn® fault or outage?
We will first attempt to troubleshoot and resolve your issue directly. If this is not possible, we will raise the issue with NBN Co and work with them to ensure your business operations are back up and running within the timeframes outlined by the eSLA. If you experience a fault or outage, contact us through the Self Care Portal, or call our friendly Customer Service Team on 13 66 73.

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