As you are well and truly experiencing, there is a huge demand for COVID-19 related service changes, upgrades and new orders on our staff, this has put extra strain on our staff in particular our ability to meet SLA ticket target timeframes.
Effective immediately we are suspending support SLA penalties until further notice. SLA’s for fibre services that customers have with us will continue to be honored on a case by case basis as stipulated by the upstream carrier.
Top assist in the burden for all of our customers, effective immediately and back dating to 01/03/2020 we will be waiving all late payment fees and service suspensions for a period of 3 months and then re-assessing with a possibility of extending this decision. ‘
This will not waive the invoice value, but will apply extensions and avoid service suspension and recoveries action for non payment effecting services.
We would appreciate customers that are able to pay their invoices continue to do so and customers that are entering financial hardship that they contact us via our contact page or your client portal
If you have any further questions or concerns please do not hesitate to get in contact with us by calling 1300 933 038