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 (support@symsafe.com.au 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 support@symsafe.com.au or call 1300 002 001 with your ticket number.