Category: Phone
Last updated: Monday, 9 September 2024

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.

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