Business NBN Service Level Agreement

Target Response Times and Target Repair Times

The Target Response Times apply 24 hours per day, 6 days per week.

The Target Repair times only include time accrued during the Hours of Business in relation to each of the Service Assurance Options.

The following times are added to the Target Repair Times in the following circumstances:

• if the Circuit/Tail is located in a Rural Area, one full day after Gnet Live receives a Reported Service Difficulty from Customer (and not counting Sunday in the case of the Business Standard Service Assurance Option);
• if the Circuit/Tail is located in a Remote Area, 2 full days after Gnet Live receives a Reported Service Difficulty from Customer (and not counting Sunday in the case of Business Standard Service Assurance Option); and
• in limited circumstances where Gnet Live or the line carrier needs to use special transaction (such as a helicopter or boat) to access the service in order to investigate or rectify a Fault, 4 full days after Gnet Live receives a Reported Service difficulty from Customer (and not counting Sunday in the case of Business Standard Service Assurance Option).

In addition to the circumstances set out, the Target Repair Times are suspended in the following circumstances;

• The repair requires parts that must be obtained from a third person, in which case the target repair time will be suspended until Gnet Live or the 3rd party carrier obtains the relevant parts from the third person;
• There is a Force Majeure event (or other event as listed in this document) which causes a Known Network Issue that may be impacting the service and is likely to be the cause of the Fault, in which case the Target Repair Time will be suspended until the restoration work to rectify the Known Network issue is completed and Gnet Live has restored its normal Networks operations;
• Customer does not provide Gnet Live or the 3rd party carrier with any assistance that Gnet Live or the 3rd party carrier requests in relation to the rectification of a Fault, in which case the Target Repair Time will be suspended until Customer provides that assistance; or
• Gnet Live escalates the Service Difficulty to a specialist work group or third person for investigation and rectification.