eSLA — enhanced service level agreement
An eSLA is a contractual commitment on how quickly we’ll respond to and resolve a fault on your service. It’s included with all Elite tier plans at no extra charge.
Standard Home tier plans have no SLA — we’ll still fix faults as fast as we can, but there’s no guaranteed response window.
bronze eSLA (Elite Standard, Elite Fast)
- Fault acknowledgement: within 4 hours of your report during business hours
- Resolution target: within 12 hours of fault confirmation
- Applies to faults confirmed as being on sprfst’s or nbn co’s network — not in-home equipment
gold eSLA (Elite Superfast, Elite Ultrafast, Elite Hyperfast)
- Fault acknowledgement: within 2 hours of your report during business hours
- Resolution target: within 4 hours of fault confirmation
- Includes priority escalation to nbn co for network-side faults
- Applies to confirmed network faults, not in-home equipment issues
what counts as a fault
An eSLA applies to confirmed network faults — situations where the issue is on the nbn co network or sprfst infrastructure. It does not cover:
- In-home equipment failures (your router, cables, NTD)
- Issues caused by incorrect configuration on your end
- Planned maintenance windows (we notify in advance)
- Force majeure events (severe weather, natural disasters)
how to report a fault and trigger your eSLA
Open in-app chat and describe the issue. We’ll run diagnostics from our end. If a network fault is confirmed, your eSLA clock starts from that point.
Keep the chat open — our team will update you on progress and expected resolution time.
do i need an eSLA?
For most households, a Home plan is fine — faults are uncommon and we resolve them as quickly as we can regardless. An eSLA is worth considering if:
- You work from home and downtime directly costs you money
- You run home equipment that depends on a reliable connection (home automation, security cameras, CCTV)
- You want a guaranteed response commitment rather than best-effort
See the plans page to compare Elite plan prices and speeds.