Installation Lead Time SLA
An Arrow Voice and Data Service Level Agreement (SLA) is a guarantee between us and our valued customers to provide a certain level of service availability, speed, reliability and in the event of a fault, response times on faults and restoration times.
Arrow Voice and Data offer a 99.95% uptime SLA on all our Business Grade services, with a promise of <1 hour response times on fault reports and <4 Hour restore times 24 hours a day 7 days a week.
In the event that an SLA is not met in a given month Arrow Voice and Data will automatically credit a proportion of a customer’s monthly access fee on the next invoice.
Arrow Voice and Data's exceptional customer service and premium SLAs make your business telecommunication choice simple.
Lead Times
Telstra - Installation of lines
| Telstra Network Services | SLA Installation Time Frame |
|---|---|
| PSTN / Analogue | 5-7 working days |
| ISDN2 | 5-10 working days |
| ISDN 10/20/30 | 20-60 working days |
Direct Network - Installation of lines
| Direct Network Services | SLA Installation Time Frame |
|---|---|
| PSTN / Analogue | 25 Working Days |
| ISDN 10/20/30 | 25 Working Days |
| Bundled Business Grade Internet | 25 Working Days |
Internet and Data Connections - Installation of lines
| Direct Network Internet Services |
SLA Installation |
|---|---|
| Internet Grade ADSL | 3 - 10 Working Days |
| Business Grade Internet | 25 Working Days |
| Bundled Business Grade Internet | 25 Working Days |
| Ethernet | 25 Working Days |
* For all ADSL service orders a working PSTN phone line must be active on the premises for Arrow Voice and Data to begin an ADSL order.
IMPORTANT: Accuracy in Ordering your New Services
This is obviously critically important and Arrow Voice and Data must know the exact service numbers you wish to divert and / or move to your new site.
