The Business ADSL Service Level Agreement defines our commitment in delivering a high quality service, where performance and reliability are key requirements.
- Hours of Coverage to Respond: 07:30 to 24:00, 7 days per week including public holidays
- Response Target: < 2 hours
- Hours of Coverage to Restore: 08:00 to 18:00, 7 days per week including public holidays
- Restore Target: < 10 hours
- Customer Update Period: Every 4 hours
Prioritised Helpdesk Support
Business ADSL customers receive prioritised access to the Internode Helpdesk, which can be contacted by calling 13 6633. This prioritised access is available through the initial support greeting menu, and ensures your service issue is reported and resolved as quickly as possible.
Availability Guarantee
If we do not achieve the specified service availability target of 99.2% within any calendar month, you may be eligible for a credit on your account. This amount is equivalent to one day of charges for each hour of excess service unavailability (ie greater than 6 hours in the month). This is conditional on you using access equipment that is sold and supported by Internode; logging the fault report with Internode; and submitting an SLA Rebate Form. Please refer to the FAQ (below) for full details.
Restore Guarantee
If we do not achieve the specified restore target of 10 hours, you may be eligible for a credit on your account. This amount is equivalent to one day of charges for each hour in excess of the restore target (ie greater than 10 hours restoration time). This is conditional on you using access equipment that is sold and supported by Internode; logging the fault report with Internode; and submitting an SLA Rebate Form. Please refer to the FAQ (below) for full details.
Frequently Asked Questions
How much does the Business ADSL Service Level Agreement cost?
There are no additional charges for the Business ADSL Service Level Agreement.
How do I sign up for the Business ADSL Service Level Agreement?
You don't have to - it is an automatic bestowal for all Business ADSL customers.
I believe I am entitled to an SLA Rebate; how do I apply?
You must have logged the fault report with the Internode Helpdesk (phone 13 6633); and you must complete an online SLA Rebate Form.
Does the Service Level Agreement apply to other Internode services?
Service Level Agreements apply to many of our business products - please contact Internode Business sales for further information. However there is no Service Level Agreement for Home or SOHO services - these are restored on the basis of 'best endeavours'.
In what circumstances does the SLA rebate not apply?
The SLA Rebate does not apply:
- to service issues that are not reasonably Internode's responsibility, such as faulty access equipment that was not purchased from Internode, or cancelled telephone lines.
- to faults that are not reported promptly and correctly to Internode.
- if the online SLA Rebate form has not been correctly completed and submitted.
Please refer to our Standard Form of Agreement for further information.
Where do I find more information?
Our Standard Form of Agreement and ADSL Service Specifications documents, along with the Internode Business ADSL Service Schedule, are available here.
