Service Level Agreement (SLA) & Service Credits

Overview

This page explains how SLA service credits work for eligible services. It should be read with your plan CIS, our General & Connection Terms, and any upstream supplier SLA that applies to your access type.

Which services have an SLA?

NBN Enterprise Ethernet and certain Fibre services typically include formal SLAs (availability, latency, packet loss).
Residential-grade NBN and Fixed Wireless services generally do not have carrier-backed SLAs; however, we still manage faults with priority and in good faith.

How credits are calculated

Any uptime, latency or packet-loss service credits for an incident/month will not exceed the credits Symsafe receives from our upstream supplier for the same incident/month.
Where different upstream SLAs apply to different access types, the relevant upstream SLA for your access type governs the incident thresholds and credit rates.

How to claim a credit

Tell us about the impact: ticket the issue during the incident ([email protected] or 1300 002 001).
When the incident is resolved, reply to the ticket within [30] days requesting a credit.
Provide the service ID, dates/times, impact summary, and any supporting logs.
We assess the claim against the upstream SLA and apply any eligible credit to your next invoice.

Exclusions (common examples)

Planned maintenance with notice, or emergency maintenance.
Power issues or faults within your premises, internal wiring, or customer-supplied equipment.
Events outside our reasonable control (force majeure).
Incidents attributable to your misuse, configuration, or third-party interference.

Target restoration times

Restoration targets vary by access type and location. Where the upstream publishes targets, we link them here: [link list to upstream SLA pages or PDFs].
We’ll always escalate prolonged outages with our suppliers and keep you informed.

Need help?

Email [email protected] or call 1300 002 001 with your ticket number.