Selecting the appropriate Service Assurance option is critical for businesses that depend on Ethernet Access Services. Service Assurance ensures that your network remains operational, performs optimally, and receives support promptly in case of issues. Telstra and Capti offer multiple service assurance levels designed to meet various business needs. Here’s a detailed guide on each option, including specific response times, support levels, and service level agreements (SLAs).

1. What Is Service Assurance?

Service Assurance is a commitment by Telstra or Capti to maintain the performance, reliability, and uptime of your Ethernet Access Service. It includes:

  • Continuous Monitoring: Tracks the network’s performance to proactively identify and resolve issues.
  • Response Times: Specifies how quickly support teams respond to and begin addressing reported issues.
  • Fault Resolution: Details the timeframes for restoring services based on the severity of the problem.

Why Service Assurance Matters:

  • It minimises service interruptions, ensuring your business stays connected.
  • It establishes clear expectations and timelines for support, allowing you to plan for potential outages.
  • It provides various support levels, helping businesses choose a plan that aligns with their critical network requirements.

2. Types of Service Assurance Options

Telstra and Capti provide four primary levels of Service Assurance, each designed for different business needs:

a. Business Standard

  • Overview: This is the base level of assurance for businesses that do not depend on their Ethernet service for time-critical operations.
  • Features:
    • Standard Monitoring: 24/7 monitoring to detect and flag issues for response.
    • Response Time: Support is available during standard business hours (typically Monday to Friday, 9:00 AM - 5:00 PM).
    • Resolution Time: Issues are addressed within the standard queue, typically within 24 hours.
  • SLA: Offers an uptime guarantee of 99.90%.
  • Best For: Businesses with low to moderate reliance on network services, where immediate response or resolution outside of business hours is not critical.

b. Business Plus

  • Overview: This elevated level of assurance provides quicker response times and extended support hours for businesses needing more reliability.
  • Features:
    • Enhanced Monitoring: Continuous monitoring with priority alerts sent to support teams for quicker action.
    • Extended Support Access: Support is available beyond standard hours, including early mornings and late evenings.
    • Response Time: Issues are prioritised, with a response window of 4-6 hours.
    • Resolution Time: Aimed at resolving faults within 12 hours.
  • SLA: Offers an uptime guarantee of 99.95%.
  • Best For: Businesses that need a higher level of reliability and are moderately dependent on their network for operations.

c. Express 8

  • Overview: Express 8 is designed for businesses with critical operational requirements that demand rapid issue resolution to minimise downtime.
  • Features:
    • Comprehensive Monitoring: 24/7 monitoring with direct alerts to support teams for immediate action.
    • Priority Support Access: Support is available 24/7, ensuring assistance at any time of day.
    • Response Time: Guaranteed response within 2 hours for any fault report.
    • Resolution Time: Aimed at resolving faults within 8 hours.
  • SLA: Guarantees an uptime of 99.98%.
  • Best For: Businesses where downtime has a significant impact, such as those operating in financial services, healthcare, or logistics.

d. Express 4

  • Overview: This is the highest level of service assurance, offering the quickest response and resolution times. It is only applicable to services delivered over fully redundant fibre accesses.
  • Features:
    • Full Monitoring: Real-time, 24/7 monitoring with immediate escalations for any detected issues.
    • Premium Support Access: Support is available around the clock, with a dedicated support team for high-priority escalations.
    • Response Time: Within 1 hour for any fault report.
    • Resolution Time: Aimed at resolving faults within 4 hours.
  • SLA: Offers an uptime guarantee of 99.99%.
  • Best For: Businesses that cannot afford any downtime, such as data centers, emergency services, and critical infrastructure providers.