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As a leading telecommunications provider in Australia, Optus offers a range of services to businesses and consumers alike. Whether you`re looking for mobile phone plans, broadband internet, or business solutions, Optus is a reliable choice for many Australians.

However, when you sign up for any service with Optus, it`s important to have a clear understanding of their service level agreement (SLA). An SLA is a contract between the service provider and the customer that outlines the level of service they can expect to receive.

So, what does Optus`s service level agreement entail? Let`s take a closer look.

Service Availability

One of the key aspects of Optus`s SLA is service availability. Optus promises that their services will be available to customers 99.9% of the time. This means that if there are any outages or issues with the service, Optus will work to resolve them as quickly as possible. If the outage is due to an issue on Optus`s end, they may even offer compensation to the customer.

Response Times

In addition to service availability, Optus also promises certain response times to customer inquiries and support requests. For example, if a customer submits a support ticket, Optus promises to respond within a certain timeframe (usually within 24 hours). This ensures that customers can get the help they need when they need it.

Service Credits

In the event that Optus fails to meet their SLA commitments, they may offer service credits to affected customers. A service credit is essentially a discount or refund on the customer`s bill, meant to compensate them for any downtime or issues they experienced with the service.

Limitations and Exclusions

It`s important to note that Optus`s SLA does have some limitations and exclusions. For example, the SLA may not apply if the outage or issue was caused by factors outside of Optus`s control (such as a natural disaster or third-party service provider). Additionally, Optus may not be liable for any damages or losses incurred by the customer as a result of service issues.

Overall, Optus`s service level agreement provides customers with a clear understanding of what they can expect from the company`s services. By outlining their commitments to service availability, response times, and service credits, Optus ensures that customers can rely on their services with confidence.