Skip to main content

Thursday, 30 Nov 2023 | 3 min read

A guide to the nbn®'s enhanced Service Level Agreements (eSLA)

A woman talking on a headset

If you depend on connectivity to do business, you’ll benefit from an enhanced Service Level Agreement (eSLA).

What is an eSLA?

eSLA stands for Enhanced Service Level Agreement and refers to NBN’s commitment to providing a higher level of support for its business-grade services.

Why is an eSLA Important for businesses?

Your business likely can't run at full capacity (or at all) without an internet connection. That's why it's essential to minimise potential service disruption. An eSLA does this through faster support and fault restoration. 

Aussie Broadband's business nbn® and nbn® Enterprise Ethernet services come with the option of adding a support pack that includes an eSLA.

What are the different levels of eSLAs?

 Aussie Broadband provides four levels of eSLAs: Best-effort, 12 hours, 8 hours and 4 hours. All eSLA levels come with 24/7 Australian technical support – because critical connectivity can’t wait until morning.

Best effort fault restoration: All nbn® faults on your account will be actioned as soon as possible, with service available 8am-midnight on weekdays and 8am-8pm on weekends.   

12hr eSLA: Guarantees that all nbn® faults on your account will be actioned within 12 hours, 24/7.

8hr eSLA: Guarantees that all nbn® faults on your account will be actioned within 8 hours, 24/7.

4hr eSLA: Guarantees that all nbn® faults on your account will be actioned within 4 hours, 24/7.

As you can see, the eSLAs differ by the maximum fault restoration time. So the higher your eSLA, the quicker you can expect your service to be restored in the event of a fault. 

Remember that the timeframes listed on the eSLA levels refer to the maximum fault restoration timeline. In most cases, we’ll restore faults much quicker than the timeframe your eSLA allows.  

What eSLA is best for my business? 

The eSLA that's best for you will depend on your business's needs. For example, if you're a small cafe in an office building that's only open during typical business hours, you might be fine without an eSLA.  Instead, you might consider adding 4G backup to your business nbn® to stay online while you're waiting for service.

But if your business relies heavily on connectivity for day-to-day activities (such as video meetings), an eSLA is essential to productivity. So, if you're losing money whenever your internet connection is down, an eSLA will minimise the damage of any internet issues. 

So, to determine the best eSLA for your business, weigh the additional cost of each eSLA against the downtime you risk incurring if you don’t have one. 

How can I get an eSLA?

You can get an eSLA when you order a business nbn® or nbn® Enterprise Ethernet plan online.

Business nbn®

Bronze and gold eSLAs are now available from $0 with eligible high speed Business nbn® plans.

Business nbn® plan speed tiereSLA inclusionAdditional cost of eSLA (compared to purchasing the plan outright)
100/4012 hour eSLA$10/month
250/1004 hour eSLANo extra cost
500/2004 hour eSLANo extra cost
1000/4004 hour eSLANo extra cost

nbn® Enterprise Ethernet:

During the sign-up process, we'll give you the option to choose your preferred eSLA level as part of a support pack, with a standard SLA (best-effort fault restoration) being the default. Before you complete the sign-up, you'll get the chance to see how upgrading (or downgrading) eSLA levels will impact your monthly plan cost. 
eSLAs are included as part of a support pack add-on that also includes service uptime guarantees and levels

nbn® Enterprise Ethernet support packs:

Support packStandard (no support add-on)BronzeSilverGold
eSLANo eSLA - best effort fault restoration.12hr eSLA.8hr eSLA.4hr eSLA.
Uptime guaranteeBest-effort uptime: Ensures your business stays online with minimal disruption. There are no refunds for downtime.Best-effort uptime: Ensures your business stays online with minimal disruption. There are no refunds for downtime.99% uptime guarantee: If your business experiences more than 1% downtime (~7 hours/month), we'll refund the additional downtime's portion of your bill.99.95% uptime guarantee: If you experience more than 0.05% downtime (~21 mins/month) we'll refund the additional downtime's portion of your bill.
Support availabilityMonday to Friday: 8am-midnight Saturday to Sunday: 8am-8pm24/7 Australian technical support by phone.24/7 Australian technical support by phone.24/7 Australian technical support by phone.

To find out more about SLAs or anything else to do with business internet, give our 100% Australian-based team a call on 1300 480 905. Or if you prefer, you can get in touch via our website.

T&Cs apply


Tags:BusinessNBNEnterprise and Government

Written by

Michael Hayman Headshot

Michael Hayman

Content Writer

Michael is Aussie Broadband's marketing copywriter. Michael is responsible for content marketing within Aussie's growing business segment, which includes writing and editing web content, marketing collateral, and business editorial blog art...

See all articles

Share this post with your mates!

Articles like this