nbn™ Enterprise Ethernet – Enterprise-grade service
The nbn™ Business Operations Centre (BOC) – 24/7 nbn™ service
Our team of dedicated service managers specialise in connections and assurance for all of our nbn™ business customers. All services will be managed by a dedicated team that understands Australian businesses, providing business connection and assurance support.
Key features include:
- A point of contact for all our business end customer matters.
- An Assurance team based in Australia – available to providers 24 hours a day, 7 days a week.
- Quicker fault resolution through end-to-end case management.
- We employ a business process methodology across all operational processes and have access to a significant pool of process analysts to implement improvements.
The nbn™ Enterprise Ethernet product offering is deployed ‘on-request’. The fibre infrastructure will be built on receipt of an order from a provider. Our team will manage the end-to-end process from the order, to the design and construction.
At the end of the design phase, we will provide a committed delivery date to the customer with rebates payable if the delivery occurs more than five business days after the committed delivery date.
At the completion of the construction phase, we will work with the service provider to test and activate the service in accordance with the customer requirements.
All service incidents raised to us are case-managed by a skilled network operations centre representative for quicker resolution times. Premium service assurance is built into the nbn™ Enterprise Ethernet product – the Premium 12 (24x7) assurance tier is included as standard for all orders by providers. There are alternative tiers available to providers who want to offer a higher level of service assurance.
|Premium assurance tiers||Restore targets (hours)|
|No plant work is required||Plant work and/or site visit is required|
|All areas||Metropolitan||Regional centre, major or minor area||Remote area|
|Premium 4 (24/7)||4||4||18||32|
|Premium 6 (24/7)||6||6||20||34|
|Premium 8 (24/7)||8||8||22||36|
|Premium 12 (24/7) Default||12||12||26||40|
All times refer to the times offered by nbn to retail service providers and the times offered to you by your retail service provider may differ from those listed below.