The Business ADSL / Business Pack Service Level Agreement defines our commitment in delivering a high quality service, where performance and reliability are key requirements.
- Hours of Coverage to Respond: 07:00 to 24:00 Central Time (Adelaide), 7 days per week including public holidays
- Response Target: < 2 hours
- Hours of Coverage to Restore: 08:00 to 18:00 Central Time (Adelaide), 7 days per week including public holidays
- Restore Target: < 10 hours
- Customer Update Period: Every 4 hours
This Service Level Agreement applies to all Internode Business ADSL services, including Easy plans with a Business Pack option.
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.
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 day in excess of the restore target (i.e. greater than 10 hours restoration time across the defined hours of coverage).
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 services; including Easy plans with a Business Pack option.
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 have worked with our support staff to assist in the fault investigation and resolution; 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.
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 ADSL equipment that was not purchased from Internode; cancelled telephone lines; faulty premises cabling; or the connection of other equipment to the same copper pair without the appropriate use of filters.
- 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 / Business Pack Service Schedule, are available on our Standard Form of Agreement page.
