Network Box Service Levels

Basic Service Level

Next business day response at the latest between the hours of 9:00am and 5:00pm, Mon-Fri (excluding public holidays).

Standard Service Level

Maximum four-hour response time between the hours of 9:00am and 5:00pm, Mon-Fri.

Enterprise Service Level

Maximum two-hour response time, 24 hours per day, 7 days per week.

Premier Service Level 

Maximum four-hour response time between the hours of 8:00am and 8:00pm, Mon-Fri.

Extended Premier Service Level Agreement

Maximum four-hour response time between the hours of 8:00am and 8:00pm, Mon-Sun.

No Service Level Agreement

All changes will be charged at prevailing time-and-materials rates.