Service Level Agreement Overview

This Service Level Agreement (SLA) outlines the expectations, commitments and escalation procedures for Atom Telecom’s support services. It serves to define response and resolution times for incidents based on their priority level to ensure high-quality service delivery and customer satisfaction.

SLA Matrix

Priority	Description	Response Time	Resolution Time
`P1` Critical	Complete service outage	Within 30 minutes	Within 2 hours
`P2` High	Significant service degradation	Within 1 hour	Within 4 hours
`P3` Medium	Partial or limited service impact	Within 4 hours	Within 2 business days
`P4` Low	Minor service issue with minimal impact	Within 1 business day	Within 5 business days

Notes

For P1 incidents, resolution times are contingent on the root cause and issue complexity.
For P2, P3 and P4 incidents may be influenced by third-party resolution times.
Customers may escalate issues if SLA timelines are not met.
SLA is applied to the faults caused by the Atom Telecom Architecture only.

Business and Support Availability Hours

Standard Support Hours

9:00 AM to 5:00 PM AEST, Monday to Friday. During these hours, all support requests are addressed according to their priority level.

Escalation for Critical Issues P1

Critical issues reported outside business hours are automatically prioritised and escalated to minimise disruption for time-sensitive concerns.

Support and Escalation Process

Atom Telecom commits to:

Responding to all incidents and requests promptly as per the SLA matrix.
Escalating unresolved issues in accordance with the defined escalation process.