When the SLA applies
Operative period
The window the tier covers - business hours, or 24/7.
nbn™ enhanced SLA · Business-grade service levels
Enhanced service levels: nbn™ faults fixed to a target.
Standard nbn™ faults are fixed best-effort. Glue IT resells nbn®'s enhanced service levels (eSLA) - business-grade tiers that put a rectification target on faults, from 12 hours down to 4, business hours or 24/7.
Call 1300 458 348
Available on business-grade nbn™ services · availability and exact terms confirmed per address.
How an eSLA works
Three terms worth knowing.
An enhanced SLA is three plain commitments - here's what each one means.
Glue IT responds
Response
You report to us; Glue IT responds within 3 hours (6am-6pm).
nbn®'s fix-time target
Rectification target
nbn®'s fix-time target - the tier number in hours (Enhanced-4 = 4-hour fix).
nbn™ enhanced SLA tiers
From everyday best-effort to a four-hour, around-the-clock fix target. We'll match the tier to what downtime costs you.
Standard
- Operative period
- Business hours
- Rectification target
- End of next business day (best-effort)
Everyday connectivity
Enhanced-12
- Operative period
- Business hours
- Rectification target
- 12 hours
Cost-aware business
Enhanced-8
- Operative period
- Business hours
- Rectification target
- 8 hours
Busy office
Enhanced-12 (24/7)
- Operative period
- 24/7
- Rectification target
- 12 hours
Around-the-clock cover, value
Enhanced-8 (24/7)
- Operative period
- 24/7
- Rectification target
- 8 hours
Extended-hours operations
Enhanced-6
- Operative period
- Business hours
- Rectification target
- 6 hours
Higher-dependency sites
Enhanced-4
- Operative period
- Business hours
- Rectification target
- 4 hours
Critical business hours
Enhanced-6 (24/7)
Popular- Operative period
- 24/7
- Rectification target
- 6 hours
Most business-critical sites
Enhanced-4 (24/7)
Top tier- Operative period
- 24/7
- Rectification target
- 4 hours
Mission-critical / always-on
Enhanced service levels and rectification targets are defined by nbn®; availability and exact terms are confirmed per address before you commit. Learn more about nbn® enhanced service levels.
Two commitments, two clocks.
Two separate clocks: how fast Glue IT acts, and how fast nbn® aims to fix the network. The eSLA tightens the second - we stay on top of both.
Glue IT's commitment
We respond within 3 hours.
Report a fault and Glue IT responds within 3 hours (6am-6pm) - a local team picking it up, lodging it with nbn® and keeping you posted. This is how fast we act.
nbn®'s commitment
The rectification target.
nbn®'s fix-time target for the network fault itself, set by the eSLA tier above. A different clock from our 3-hour response - this is how fast the network is repaired, not how fast we pick it up.
Enhanced service levels resold by Glue IT, a registered business name of Graham Peter Hand (ABN 69 317 210 850, registered for GST), Penrith NSW 2750.
Put an SLA behind your connection.
Tell us your address - we'll confirm what's available, quote the right tier and spell out the terms before you commit.