Short answer
FirstNet provides enterprise-grade SLAs for availability, incident response and change windows, tailored to your business and set out in your contracted SLA schedule and terms. Response targets, resolution targets and any availability commitments are defined per contract rather than published as blanket figures.
In detail
What sits behind the SLA:
- 24x7 Rapid Response support, with tickets logged by email, phone or portal
- Defined escalation paths, from the service desk through service management
- Platform support, always included: FirstNet runs the data centre, hardware, virtualisation, core networking and storage
- Optional Server Management for OS monitoring, patching and support, in 8x5 business hours or 24x7 tiers
- High availability and live migration at the hypervisor layer, plus optional geographic DR to a second FirstNet data centre
The SLA applies to the components FirstNet manages and the services you contract. Application management and database administration are outside scope unless separately contracted, so their availability depends on your own operations or an additional agreement.
If you need specific uptime, response or recovery commitments, raise them during discovery so they can be designed, sized and written into your contract. FirstNet also operates ISO 27001 and ISO 9001 certified management systems, which govern change control and incident response.
Source: FirstNet Private Cloud Hosting & Management service page →
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