Optus Contracts and SLA Overview
To understand your rights and obligations you need to read all of the documents that relate to you and the service you select.
Click here to access the Optus SMB terms, Product and Service Summaries, Product and Service Descriptions and Appendices.
Hyecom Services SLA's are indicative and are intended to provide you with knowledge of the timeframes required to action requests as a result of Transition or Account Management. Non performance rebates do not apply.
Mobile SLA Agreement
|
Request Description |
|
Response Time SLA |
|
Add or remove Voicemail or SurePage |
|
Up to 2 hours |
|
Add or remove GPRS/3G/HSPA data plan |
|
Up to 2 hours |
|
Remove BlackBerry data plan |
|
Up to 2 hours |
|
Activate International Calling and/or Global Roaming |
|
Up to 2 hours |
|
Suspend Lost/Stolen service number |
|
Up to 2 hours |
|
Re-instate Lost/Stolen service number |
|
Up to 2 hours |
|
Issue PUK code |
|
Up to 2 hours |
|
Add a new Mobile service number |
|
Up to 24 hours |
|
Add BlackBerry data plan |
|
Up to 24 hours |
|
Port an existing Mobile service number (from another Carrier) |
|
Up to 48 hours |
|
Change Mobile rate plan (if applicable) |
|
Up to 3 days |
|
Order Mobile Hardware and/or Accessories (depending on availability) |
|
Up to 3 days |
|
Issue spare SIM cards |
|
Up to 3 days |
|
Add or remove E-Fulfillment User Name and Password |
|
Up to 3 days |
|
Add BlackBerry CAL’s and/or upgrade BES Server Software |
|
Up to 5 days |
|
Issue Mobile Repair, Proof of Purchase and/or Warranty information |
|
Up to 5 days |
|
Issue Mobile E-Fulfillment procurement account |
|
Up to 7 days |
|
Issue Rate Plan information and/or Mobile Fleet Report |
|
Up to 7 days |
|
Complete a Change of Ownership |
|
Up to 7 days |
|
Respond to a general billing or account enquiry |
|
Up to 7 days |
|
Add, update or amend Mobile user name and/or cost centre for billing purposes |
|
Within 1 billing cycle |
|
Low Grade Repeater (LGR) audit and assessment |
|
Up to 2 months |
Fixed Line / Landline and Data SLA Agreement
|
Request Description |
|
Response Time SLA |
|
New Multiline/ISDN connection using Direct Access (fibre optics) |
|
Up to 30 working days |
|
New Direct Line/PSTN and/or Multiline/ISDN connection using DSL Access (XYZed) |
|
Up to 20 working days |
|
New Multiline/ISDN connection using Extended Access (Leased Line/Megalink) |
|
Up to 30 working days |
|
Booking a Local Number Port (LNP) ~ once the connection is complete |
|
Up to 10 business days |
|
Channel/line upgrade (if idle capacity is available) |
|
Up to 7 business days |
|
Channel/line upgrade (if idle capacity is not available) |
|
Refer to connection SLA’s |
|
Amend Line Hunt/Hotline Working for Direct Line/PSTN lines |
|
Up to 7 business days |
|
Set up Voicemail for Direct Line/PSTN lines |
|
Up to 7 business days |
|
Activate or Cancel CND, ELB, CLI |
|
Up to 7 business days |
|
Activate or Cancel Call Barring |
|
Up to 7 business days |
|
Activate or Cancel Malicious Call Trace |
|
Up to 7 business days |
|
Activate Diversion |
|
Up to 7 business days |
|
Cancel Diversion |
|
Up to 24 hours |
|
Activate supplementary DiD |
|
Up to 7 business days |
|
Initialise Emergency Diversion plan |
|
Up to 10 business days |
|
Change Emergency Diversion plan |
|
Up to 10 business days |
|
Invoke Emergency Diversion script/rule |
|
Up to 2 hours |
|
Cancel Emergency Diversion script/rule |
|
Up to 2 hours |
|
New Inbound (13, 1300, 1800) number connection |
|
Up to 5 business days |
|
Change Inbound Answer Point |
|
Up to 48 hours |
|
Activate or Cancel IntelleManager |
|
Up to 10 business days |
|
Activate or Cancel Insight Plus |
|
Up to 10 business days |
|
Initialise e-Bill |
|
1 month |
|
General billing query ~ urgent |
|
Up to 48 hours |
|
General billing query ~ non urgent |
|
Up to 10 business days |
|
Initiate Optus Calling Card |
|
Up to 10 business days |
|
Initiate Change of Account Holder |
|
1 month |
|
Cancel Direct Line/PSTN, Multiline/ISDN or Inbound (13, 1300, 1800) |
|
1 month |
