INCLUDED with every Activ Private or Business Internet plan
Every Activ Private and Activ Business Internet plan inludes Activ SLA. Our service guarantee, Activ SLA provides best in class support for business customers, delivering value, productivity and service when and where it counts.
Unlimited 1st & 2nd level support
We won’t tell you when, or why to contact our Helpdesk for support. It’s unlimited – use all the 1st and 2nd level support that you need to get the job done or problem solved.
30 minute response time for faults
We want faults sorted as much as you do. Our standard response time frame is within 30 minutes.
2 hour response time for reported faults after hours
No one likes faults, but when they happen and you’ve reported them we’re on it within 2 hours.
4 hour response time during business hours for configuration change requests made via Service Desk
Some other technology or communications providers will respond in weeks or days – we’ll respond in 4 hours.
Dedicated client Project Manager for network and connection roll out
Dealing with one person to roll out your network or connection just makes life easy, which is what we’re aiming for at Activ ICT Networks.
Activ ICT Networks will guarantee a 99.9% up time on all Activ ICT Networks business internet connections. For protected connections, Activ ICT Networks will allow user access to the network via specified ports, should a written request be received. We are only able to provide this level of security if we are the sole Internet Service Provider for the customer.
You get unlimited 1st and 2nd level support from our service desk engineers. We won’t tell you when or why to contact us, we’ll give you the support you need when you need it.
30 MINUTE RESPONSE
You won’t have to wait long for our engineers to jump onto a fault after you’ve reported it – no more than 30 minutes during business hours.
BEST IN CLASS
Our standard SLA is better than most premium SLA’s that you’d pay extra for. And we include this with our business plans. We give our customers a best in class SLA as standard, it’s not an optional extra.
Following is an expanded explanation of each agreed service level:
Response time of 30 minutes during Business hours to any reported fault or outage
This is the maximum lead time taken during business hours before an engineer will be actively working to rectify a reported outage on an Activ ICT Networks connection. A fault can be either automatically reported through our Solarwinds Solution or brought to our attention 24/7 by calling our Service Desk on 1300 367 205.
Response time of 2 hours after Business hours, to any reported outage
This is the maximum lead time taken after hours before an engineer will be actively working to rectify a reported fault or outage on an Activ ICT Networks connection. A fault can be either automatically reported through our Solarwinds Solution or brought to our attention 24/7 by calling our Service Desk on 1300 367 205.
Response time of 4 hours during Business hours to any configurational change request received via the ACTIV ICT NETWORKS Service Desk
This is the maximum lead time taken during business hours before an engineer will be actively working to implement any configurational change requested through the Activ ICT Networks 24/7 service desk.
Dedicated Activ ICT Networks project management engineers for the rollout of the Services described herein
During the rollout of the contracted Activ ICT Networks links a dedicated Activ ICT Networks resource will be assigned to be responsible to ensure delivery of the services within the contract requirements.
Unlimited access to 1st and 2nd level engineering phone support for technical assistance
During the term of the contract you have unlimited access to Activ ICT Networks 1st and 2nd level technical personnel to provide any assistance that may be required. Access to these resources is available by logging a request through the Service Desk.
Activ ICT Networks will guarantee a 99.9% up time on all Activ ICT Networks internet connection
If our data services to you are not available for 99.9% of the time measured monthly you will be entitled to claim a rebate (Excluding GST). Calculation of availability applies only to the link between you and us and excludes scheduled maintenance notified in advance and unavailability due to matters outside our reasonable control. (By way for example a matter outside our reasonable control would be any circumstance causing connection loss related to third party equipment or services)