Question 1

Can FirstNet LEO satellite be used as a backup internet connection?

Accepted Answer

Yes. LEO can be particularly valuable as a backup because the satellite path is independent of many terrestrial fibre routes and network failure points. Integrated with SD-WAN, FirstNet can configure intelligent failover and traffic routing between LEO, fibre, LTE/5G and other connections.

Why LEO makes a strong backup:
- Independence: it does not rely on terrestrial fibre or mobile towers, reducing the chance of primary and backup failing together.
- Hybrid failover: fibre primary with LEO as a critical backup on infrastructure that does not share fibre's failure modes.
- SD-WAN path diversity: LEO as a diverse underlay alongside fibre or LTE, with per-site failover.
- Bonding: with Peplink, satellite and LTE/5G can be bonded so live sessions continue through a link cut.

Compared with LTE/5G as a backup, LEO is independent of mobile towers and more predictable where cellular coverage is rural or unstable, while LTE/5G can be lower cost for light use or urban failover where coverage is strong. Many critical sites use both alongside fibre.

FirstNet manages the LEO link like any other part of your network, with proactive monitoring, service management and coordinated support from one accountable partner.

Question 2

Can FirstNet LEO satellite carry voice calls and Microsoft Teams meetings?

Accepted Answer

Yes. With typical latency of around 50 to 80 ms, FirstNet's Eutelsat OneWeb LEO service supports VoIP, video conferencing and cloud applications at business grade, and pairs with FirstNet's cloud PBX.

Latency is the reason. Traditional geostationary satellites orbit much farther from Earth, which adds delay that makes conversations awkward. Low-Earth-orbit satellites are much closer, so round trips are short enough for real-time voice and video.

What the service offers:
- Typical latency of around 50 to 80 ms
- Speeds up to around 150 Mbps, depending on your service profile
- Support for SD-WAN, VoIP, cloud applications and video
- Managed installation, monitoring and support included

Call quality also depends on the site. Dense tree canopy or structures in the antenna's field of view can affect performance, which FirstNet validates during site readiness, and like all satellite technologies, LEO can be affected by severe weather.

For sites where calls must not drop, LEO can be combined with fibre or LTE/5G under SD-WAN, or bonded with Peplink so active SIP and RTP sessions survive a link cut.

Question 3

Can FirstNet Peplink bonding keep our business online during load-shedding?

Accepted Answer

Yes, when designed for it. A UPS-backed Peplink router bonding fibre with LTE/5G keeps voice, video, payments and ERP running when power or fibre drops, because the LTE share of traffic simply grows while fibre is down and users typically do not notice the switch.

What makes the design work:
- Power: the router is UPS-backed, and power and UPS sizing is part of FirstNet's per-site survey.
- Links: fibre plus LTE/5G, selected for carrier and technology diversity, with satellite or microwave added where needed.
- Data: FirstNet sizes the LTE data pool against expected failover hours.
- Visibility: InControl 2 alerts show when failover was active and for how long.
- Sessions: sub-second hot failover keeps active calls and RDP sessions running.

Load-shedding can affect network equipment beyond your premises too. LTE/5G is not affected by fibre cuts or cable theft, but mobile towers can suffer power outages, which is why bonding two different media, with a UPS at your site, gives better resilience than relying on either alone.

For extra independence at critical or remote sites, LEO satellite can be bonded in as a path that does not rely on terrestrial fibre or mobile towers.

Question 4

Can FirstNet SD-WAN run on a single internet link?

Accepted Answer

FirstNet does not recommend it. SD-WAN needs at least two links per site to deliver failover and path selection, and best practice is two diverse underlays, often one fibre and one wireless.

With only one link, SD-WAN has no alternative path to move traffic onto when the link degrades or fails, so most of its value is lost. Diverse underlays add real resilience because they tend to fail for different reasons. FirstNet's underlay options:
- Broadband and DIA: business fibre or dedicated internet as the primary underlay
- LTE/5G and microwave: wireless underlays that add path diversity alongside fibre
- LEO satellite: an independent path for remote or highly critical sites
- Hybrid MPLS: MPLS and internet links side by side for a phased migration

FirstNet validates multi-link requirements and link quality at each site during underlay feasibility, before the design goes to joint validation by its Connectivity and Security teams. Because FirstNet is carrier-agnostic, the two links can sit on different carriers as well as different media.

FirstNet can supply both links at each site, so the circuits and the overlay sit under one accountable SLA.

Question 5

Can FirstNet connect business sites in remote areas of South Africa?

Accepted Answer

Yes. FirstNet uses multiple access technologies and partners to reach challenging locations, and where last-mile options are limited it designs blended connectivity to meet performance and availability targets.

Because FirstNet is carrier- and medium-agnostic, a remote site is not limited to whatever one network covers. The options it works through are:
- Licensed microwave: point-to-point or point-to-multipoint radio from a high site to your premises, subject to a line-of-sight survey.
- Fixed wireless (FWA / Fixed 5G): where coverage and capacity at your address allow.
- LTE/5G: carrier-agnostic mobile broadband wherever there is signal, on the network with the best signal at that site.
- LEO satellite: Eutelsat OneWeb low-Earth-orbit service for sites where no terrestrial option fits, with typical latency of around 50 to 80 ms.

These can be combined, for example LEO as the primary with LTE/5G alongside it, with SD-WAN steering traffic between them. FirstNet has connected remote mining sites with blended access to meet uptime targets. Every wireless option is validated for your exact address before installation, because trees, buildings, terrain and rooftop access all affect what can be delivered.

Question 6

Can FirstNet connect business sites outside South Africa?

Accepted Answer

Yes, case by case. Cross-border circuits need partner arrangements and separate licensing, so FirstNet scopes each one before quoting.

What to expect:
- Scoping: FirstNet confirms the locations, services and performance requirements for each country.
- Partners and licensing: the right in-country partner and licensing arrangements are identified.
- Quote: pricing and timelines follow once the scope is confirmed.
- Delivery and support: sites are brought into FirstNet's unified support model, with NOC monitoring and clear escalation.

Some routes beyond South Africa already exist. FirstNet's LEO satellite service on Eutelsat OneWeb is available in South Africa and across Africa. For multinational traffic, FirstNet maintains multi-peer transit at hubs including London, New York, Frankfurt and Singapore. FirstNet has also unified connectivity for a manufacturer across Africa, Europe and APAC with predictable performance.

Raise cross-border sites early in a project so they can be scoped alongside the rest of the rollout. Within South Africa, sites are covered by one contract, one SLA and one team.

Question 7

Can FirstNet deliver a large multi-site connectivity rollout in South Africa?

Accepted Answer

Yes. FirstNet has more than 5,000 business sites under management and delivers over 300 new business links every month. For a single customer it has delivered more than 1,700 sites at a rate of over 170 per month.

Large rollouts are run as one programme, with one contract, one SLA and one team managing every link, rather than as separate projects with each carrier. The delivery model:
- Discovery and planning: map sites, dependencies and rollout order.
- Feasibility per site: fibre first, then licensed microwave, fixed wireless, LTE/5G and LEO satellite where needed.
- Provisioning: carriers and logistics coordinated across regions, using standardised processes and templates.
- Handover: each link gets a Service Handover Form and moves to NOC monitoring.
- Evolution: add sites and services with minimal overhead.

Because FirstNet is carrier-agnostic across every major fibre and mobile network operator, each site gets the best available last mile rather than one network's coverage. Centralised change management handles system-wide changes, and LTE/5G can bring sites live within days where fibre will take longer. FirstNet already provides centralised management and billing across hundreds of branches for a retail customer.

Question 8

Can FirstNet direct cloud peering scale as our cloud traffic grows?

Accepted Answer

Yes. Port speeds and capacity can be increased as traffic grows, and FirstNet reviews utilisation and performance KPIs on an ongoing basis so upgrades can be planned rather than made in a hurry.

Scalability is designed in from the start. FirstNet's cloud on-ramp process right-sizes capacity during design and keeps it under review:
- Assessment: baseline current latency and traffic patterns
- Design: right-size ports, redundancy and traffic segregation
- Implementation: configure routing, security policies and monitoring
- Optimisation: ongoing review of utilisation and performance KPIs, with capacity increased as needed

FirstNet runs direct private peering with Microsoft Azure and Microsoft 365, AWS, Google Cloud and major content delivery networks, with engineered headroom for stable performance at peak. One eCommerce customer used direct peering to stabilise checkout performance during seasonal peaks.

International growth is covered too: traffic to overseas regions uses multi-peer transit at hubs including London, New York, Frankfurt and Singapore, across seven or more undersea cable systems. If the access links at your sites also need to grow, FirstNet can increase bandwidth or move a site to Dedicated Internet Access for committed, symmetric capacity.

Question 9

Can FirstNet integrate LEO satellite with our existing network?

Accepted Answer

Yes. FirstNet links LEO satellite with fibre, LTE/5G, SD-WAN, firewalls and other connectivity services. The result is a managed, resilient network that fits your business needs, and this is where FirstNet adds value beyond the satellite link itself.

The satellite provides the connection, and FirstNet manages everything around it. So LEO is not one more standalone service for your IT team to watch. Ways to integrate it:
- SD-WAN: LEO as a diverse underlay link, with app-aware routing and smart failover between LEO, fibre and LTE/5G.
- Peplink bonding: satellite bonded with LTE/5G or fibre into one connection, so live sessions survive a link cut.
- Security: integration with firewalls and FirstNet's security services.
- Voice: LEO pairs with FirstNet's cloud PBX for business calls.
- Multi-site estates: the same service profile across ATMs, point-of-sale sites, clinics and branches.

FirstNet provides proactive monitoring and service management, joined-up support across technologies and providers, and one accountable partner for all your connectivity.

Before installation, FirstNet checks site readiness, including sky view, mounting position, power and access. That way, the satellite link joins your network with no surprises on the day.

Question 10

Can FirstNet integrate security at the network edge with its connectivity?

Accepted Answer

Yes. FirstNet offers hosted firewalls and SD-WAN options where they fit. That way, security is designed into your network, not added later.

Security and connectivity go together. Firewalls, segmentation, secure access and traffic control must match the network design. Managed services keep those controls the same across sites and providers. The options include:
- FirstNet hosted firewall and network security services.
- FirstNet SD-WAN with built-in security policy enforcement. FirstNet's Security and Connectivity teams check the design together.
- Peplink bonded edge devices, paired with FirstNet firewall as a service for security at the edge.
- Your own firewall, connected behind a router managed by FirstNet on an Ethernet handoff.
- Direct cloud peering, with access to cloud resources based on policy.

Guest networks are part of edge security too. FirstNet Managed Guest Wi-Fi keeps guest traffic on its own SSID or VLAN, apart from business systems.

For estates with many sites, you get the same security posture at each branch, with one partner to hold to account. FirstNet's Security team can scope the right edge design during discovery.

Question 11

Can FirstNet meet strict enterprise SLAs on its ISP and backbone services?

Accepted Answer

Yes. FirstNet tailors SLAs and escalation paths to enterprise needs, backed by a 24/7 NOC and ITIL-aligned service management. Commitments are aligned to the service and to the underlying last mile, so what is promised can be delivered.

What sits behind an enterprise SLA from FirstNet:
- High availability: diverse paths, multi-homed upstreams and a resilient core design
- Monitoring: telemetry, alerts and real-time dashboards, with PRTG-based link monitoring
- Service management: ITIL-aligned incident, problem and change management with clear SLAs
- Transparency: published performance metrics and regular reviews
- Scalability: capacity upgrades without disruptive re-architecture

How SLAs vary by service: on broadband and DIA, availability, response and resolution targets follow the underlying carrier's SLA, with service credits passed through once validated. Business fibre carries availability targets up to 99.5% on premium networks. For IP Transit, the SLA covers the FirstNet transit domain, backbone and ports.

Strict uptime targets are met through design as much as contract, for example dual-homed DIA or DIA with broadband failover. In one banking deployment, FirstNet achieved 99.99% uptime with proactive capacity upgrades. FirstNet can review your backbone and propose an SLA aligned to your risk profile.

Question 12

Can FirstNet provide Peplink internet in vehicles and fleets?

Accepted Answer

Yes. Peplink MAX series routers are built for in-vehicle and harsh environments, rated for vibration, temperature and dust, and can bond multiple cellular modems so sessions survive hand-offs between towers.

How in-vehicle connectivity works:
- Hardware: rugged MAX series cellular routers for vehicles, broadcast, fleet, mining and pop-up use.
- Multiple modems: bonding several cellular connections keeps sessions alive while moving between towers; broadcast deployments use four to eight bonded modems to stream live feeds.
- Tunnel termination: SpeedFusion Cloud uses Peplink-hosted points of presence, so no fixed central site is needed to terminate the bonded tunnel.
- Management: InControl 2 cloud management, run by FirstNet, with day-2 monitoring and ticketing through the FirstNet NOC.

Typical uses include logistics fleets, broadcast vans, mining vehicles, mobile clinics and emergency services. Peplink uses standard SIM cards and supports any carrier, so FirstNet's survey can select the mobile network mix that works best for your routes, and FirstNet handles RICA registration for every SIM.

Where vehicles operate beyond reliable mobile coverage, satellite can be part of the design: FirstNet's LEO satellite service also supports connectivity on the move.

Question 13

Can FirstNet provide temporary wireless internet while our fibre is being installed?

Accepted Answer

Yes. LTE/5G can usually be deployed within days so a new site opens on time, while the fibre primary is built over the following weeks or months. Temporary wireless has a minimum six-month term, carries no SLA and is subject to coverage and landlord approval.

How the temporary wireless first pattern works:
- FirstNet checks coverage and picks the strongest mobile network at your address.
- You supply RICA documentation, and FirstNet activates the SIM in a pre-configured, managed router.
- The site goes live on LTE/5G, often within a few working days.
- In parallel, FirstNet places the fibre order and coordinates landlord, wayleave and municipal approvals.
- When the fibre is live, it becomes the primary link.

After cutover you can retain the wireless service as a backup, giving the site a diverse failover path that is not affected by fibre cuts. Fibre lead times are typically several weeks to months, and the clock starts once approvals are in place, so running both in parallel avoids delaying an opening.

For remote or temporary sites where mobile coverage is weak, LEO satellite is another option that can generally be deployed faster than a new fibre build.

Question 14

Can FirstNet put my primary and backup internet links on different carrier networks?

Accepted Answer

Yes. FirstNet is carrier-agnostic, so it can pair links from different carriers and different media, such as fibre with licensed microwave or LTE/5G, so that a single network outage does not become your outage.

FirstNet's reach spans every major fibre network operator and mobile network operator in South Africa, so the backup does not have to ride the same network as the primary. Common resilience patterns are:
- Primary plus diverse backup: FirstNet's default for revenue-impacting sites, pairing fibre with microwave, fixed wireless or LTE for fast failover.
- Dual fibre, different carriers: a secondary fibre on a different carrier network, ideally on diverse physical routes, for high bandwidth and carrier redundancy.
- SD-WAN underlay: two diverse FirstNet links per site, typically one fibre and one wireless, with an SD-WAN overlay on top.
- Temporary wireless first: LTE deployed in days so a site opens on time while the fibre primary is built.

Media diversity matters as much as carrier diversity. Licensed microwave gives air-versus-trench diversity, and LTE/5G is not affected by fibre cuts or cable theft, although it can be affected by tower power outages. FirstNet sets the design by asking what happens if your internet is down for two hours, or a full day.

Question 15

Can FirstNet supply the underlying internet links for SD-WAN as well?

Accepted Answer

Yes. FirstNet supplies broadband, Dedicated Internet Access (DIA), LTE/5G, licensed microwave and LEO satellite underlays, so the circuits and the SD-WAN overlay sit under one accountable SLA.

SD-WAN is an overlay, so it performs best on well-designed links. FirstNet provides carrier-agnostic underlays, typically two diverse links per site:
- Broadband and DIA: business fibre or dedicated internet as the primary underlay
- LTE/5G and microwave: wireless underlays that add path diversity alongside fibre
- LEO satellite: an independent path for remote or highly critical sites
- Hybrid MPLS: MPLS and internet links side by side for a phased migration

Supplying both layers closes a common gap: when the overlay and the circuits come from different providers, a performance problem can bounce between them. With FirstNet, one team owns the outcome, from underlay feasibility and link quality at each site through to in-life management.

Because FirstNet's reach spans every major fibre and mobile network operator in South Africa, the two links at a site can sit on different carriers and media. Each underlay is validated during feasibility before the design is approved.

Question 16

Can guest data from FirstNet Managed Guest Wi-Fi flow into our CRM?

Accepted Answer

Yes. The Capture tier includes standard CRM integrations, and the Engage tier adds loyalty integrations, segmentation and journeys. Non-standard CRM or customer data platform (CDP) integrations are confirmed with FirstNet first.

How the tiers build on each other:
- Connect: branded captive portal, flexible login (email, mobile, social, or OTP via SMS or WhatsApp), multi-site management and consent-based capture.
- Capture (Guest Intelligence): visitor recency, frequency, dwell and repeat visits, multi-site dashboards, scheduled reports, a consented first-party database and standard CRM integrations.
- Engage (Guest Engagement): everything in Capture, plus opt-in journeys, audience segmentation, automated campaigns and CRM or loyalty integrations.

The data that flows is consented first-party data: guests agree at login, and your organisation remains the data controller. That keeps CRM use aligned with POPIA, provided your consent wording, retention and downstream use are set up correctly, which FirstNet helps with.

Tiers can be mixed by venue, for example Capture at flagship sites only. If you plan to connect a specific CRM or loyalty platform, raise it during discovery so the integration path is confirmed before the pilot.

Question 17

Can guests on FirstNet Managed Guest Wi-Fi reach our internal business network?

Accepted Answer

No. FirstNet Managed Guest Wi-Fi runs guest access on a dedicated guest SSID or VLAN, so guests only reach the internet and stay separate from your business systems. If you do not have a guest network today, FirstNet helps you plan one.

How the separation works:
- Dedicated network: guests connect to their own SSID (Wi-Fi network name) or VLAN, kept apart from business systems such as staff devices and point-of-sale.
- Your side: you provide access to your Wi-Fi controller settings and a guest SSID or VLAN, and approve the terms and privacy wording.
- FirstNet's side: captive portal design, login configuration, site set-up, reporting access, change control and ongoing support.
- Content filtering: the optional Purple Shield add-on filters guest content.

Separation is the foundation for both security and privacy. Guests log in through a branded captive portal using consent-based login aligned to POPIA and GDPR, and your organisation remains the data controller for the guest dataset.

The service runs on the Purple platform, which is ISO 9001 and ISO 27001 certified, with annual third-party audits and ongoing vulnerability and penetration testing. Bandwidth and session limits can also be applied to guest traffic, depending on your Wi-Fi and network policy controls.

Question 18

Can we add a backup link to FirstNet business fibre?

Accepted Answer

Yes, and FirstNet recommends it for any site where downtime costs revenue. Licensed microwave gives air-versus-trench diversity, LTE/5G or fixed wireless gives fast failover, and a secondary fibre on another carrier adds carrier redundancy.

Even fibre fails, through last-mile cuts, cable theft or provider outages, so the value of a backup depends on how independent it is from the primary. The options:
- Licensed microwave: a radio path that does not share fibre's trench, subject to line of sight.
- LTE/5G or fixed wireless: cost-effective failover. LTE/5G is unaffected by fibre cuts and cable theft, though it can be affected by tower power outages.
- Second fibre on a different carrier: high bandwidth and carrier redundancy, ideally on a diverse physical route.
- LEO satellite: an independent path for remote or highly critical sites that does not rely on terrestrial fibre or mobile towers.
- SD-WAN or Peplink bonding: steers or bonds traffic across both links so failover is automatic.

Because FirstNet is carrier-agnostic, the backup can sit on a different network from your primary. FirstNet supplies and manages both links, so you keep one contract, one SLA and one point of contact for the site.

Question 19

Can we brand the FirstNet guest Wi-Fi portal differently per site or brand?

Accepted Answer

Yes. Branding and terms can be managed per venue or brand, usually from a standard template with approved variations.

This suits multi-brand groups, franchises and estates with flagship and standard sites. How it works:
- Portal design: FirstNet designs the captive portal per brand or venue, using branding assets you supply.
- Terms and privacy wording: you approve the wording shown on each portal, which matters for POPIA consent.
- Login options: email, mobile, social, or one-time PIN (OTP) via SMS or WhatsApp, configured by FirstNet.
- Change control: portal changes run through FirstNet's change control, so updates stay consistent across venues.
- Mixed tiers: service tiers can be mixed by venue, for example Capture analytics at flagship sites only.

The template approach keeps every site recognisably on-brand while allowing approved local variations, and a new venue can be added without starting from scratch. Multi-site management in the Connect tier gives one place to manage the estate.

Optional add-ons include Purple Surveys for real-time guest feedback and Purple Shield for guest content filtering.

Question 20

Can we change the bandwidth on a FirstNet business internet service later?

Accepted Answer

Yes. FirstNet services are designed to scale as requirements change, and bandwidth upgrades and policy changes are part of the ongoing optimisation FirstNet provides once a link is live.

How changes work in practice:
- On business fibre, an upgrade needs one month's written notice and extends the contract term by at least 12 months.
- Optional extras can be added as a site grows, such as additional static public IPs, a dedicated (uncontended) fibre variant or a second fibre link on an alternate carrier.
- On IP Transit, common upgrades include more capacity, redundant ports or dual paths, IPv6 enablement and Protected IP Transit.
- New locations can be added without rethinking the whole connectivity strategy.

The achievable speed still depends on the access technology at the site. Fibre scales furthest. Fixed wireless profiles range from about 5 to 10 Mbps up to 100 Mbps or more, depending on technology and distance, and LTE/5G speeds follow the underlying network plan. If a site has outgrown best-effort broadband, Dedicated Internet Access gives committed, symmetric bandwidth. PRTG bandwidth monitoring on every managed router shows utilisation over time, which helps when planning an upgrade.

Question 21

Can we connect our own firewall to a FirstNet business fibre link?

Accepted Answer

Yes. FirstNet hands off Ethernet from the FirstNet-managed router and your firewall connects behind it.

This split gives each party a clear role. FirstNet owns and monitors the access link through its managed router, which is on the PRTG platform for up/down and bandwidth alerting, while you keep control of your security policy and LAN. What to plan for:
- VLAN tagging and IP scheme requirements are confirmed during design.
- Business fibre includes up to two static public IPs by default: one used on the FirstNet router and one available for your own use, for example on the firewall for VPN or remote access.
- Additional public IPs can be added as an option.
- Your firewall and LAN configuration remain your responsibility unless separately scoped with FirstNet.
- Customer-supplied network equipment must be ICASA type-approved and approved by FirstNet's engineering team.

The same approach works for SD-WAN appliances. If you would rather not run the firewall yourself, FirstNet also offers hosted firewall and network security services, and its Security team can work alongside the Connectivity team on the design.

Question 22

Can we get a static IP address on a FirstNet LTE/5G connection?

Accepted Answer

Yes, as an option. FirstNet recommends a static IP for VPN or remote access on LTE/5G, because the default on mobile networks may be shared, dynamic addressing behind carrier-grade NAT (CGNAT). Fixed wireless typically includes one static public IP.

Why it matters: with CGNAT, many mobile users share one public address and the address can change, so inbound connections such as a remote-access VPN or a hosted service may not reach your site reliably. A static public IP gives the site a fixed, reachable address.

How addressing compares across FirstNet services:
- LTE/5G: static IP available as an option
- Fixed wireless: typically one static public IP included
- Business fibre: up to two static public IPs by default, with more available as an option
- Dedicated Internet Access: static public IP addressing and enterprise routing

The LTE/5G service runs on a RICA-registered SIM in a pre-configured, FirstNet-managed router, on the mobile network with the best signal at your site. If you plan to use LTE/5G as a backup for a fibre site that runs VPNs, include the static IP in the design so that failover does not break remote access.

Question 23

Can we limit guest bandwidth or session length on FirstNet Managed Guest Wi-Fi?

Accepted Answer

Yes. Limits can be applied to guest bandwidth and session length. The exact method depends on your Wi-Fi and network policy controls, which FirstNet confirms during discovery.

Because the service is a hardware-agnostic overlay on your existing Wi-Fi, some controls are enforced by your wireless controller or network policy rather than by the portal itself. That is why discovery comes first:
- FirstNet reviews your Wi-Fi controller settings and guest SSID or VLAN set-up.
- The limiting methods available on your equipment are confirmed.
- Limits are configured alongside the login options and captive portal.
- Later changes run through FirstNet's change control.

Limits help protect the site's internet link, so guest use does not crowd out point-of-sale, voice or business applications. Guests stay on a dedicated SSID or VLAN, separate from business systems, and the optional Purple Shield add-on adds guest content filtering.

If your existing equipment cannot apply the limits you need, upgrades such as new access points or LAN changes can be scoped separately. The pilot at one to four sites, which comes before wider rollout, is a practical point to confirm that limits behave as intended.

Question 24

Can we trial Peplink bonded connectivity with FirstNet before we commit?

Accepted Answer

Yes. FirstNet can scope a single-site pilot, usually at your worst-performing branch, and uses InControl 2 data at a 30-day review to show how often the bonded edge prevented an outage.

How a pilot runs:
- Site choice: the branch where connectivity problems hurt most, so the result is meaningful.
- Survey: FirstNet maps signal, checks fibre availability and sizes power and UPS.
- Links and hardware: links are chosen for carrier and technology diversity, and hardware is sized by throughput, ports, cellular modems and environment.
- Install: pre-staged kit is installed and acceptance tested, with InControl 2 managed by FirstNet.
- 30-day review: InControl 2 data shows failover events, per-link behaviour and how often the bonded edge kept the site online.

The pilot gives you evidence from your own environment rather than a vendor claim. A single site typically takes four to six weeks to deliver. If the pilot proves out, a wider rollout runs in phased waves, and a 50-site rollout typically takes four to six months.

A FirstNet specialist can help you choose the pilot site and scope the trial.

Question 25

Can we use our own router instead of the FirstNet-managed router on a business link?

Accepted Answer

FirstNet's standard is a FirstNet-managed router, because it lets FirstNet monitor the link and resolve faults quickly. Your own firewall can sit behind it on an Ethernet handoff, and any customer-supplied network equipment must be ICASA type-approved and approved by FirstNet's engineering team.

Why the managed router matters:
- It is added to FirstNet's PRTG platform for SNMP-based up/down alerting and bandwidth monitoring.
- FirstNet sets it up at installation, with sync, throughput and failover testing where applicable.
- It remains FirstNet property and is covered by FirstNet's maintenance and replacement policies.
- It gives the NOC a consistent view of the link when working faults with the carrier.

Keeping your own firewall or SD-WAN device behind the FirstNet router gives you control of security and LAN policy without losing managed monitoring of the access link. VLAN tagging and IP scheme requirements are confirmed during design, and business fibre includes up to two static public IPs by default, one of which is available for your own use. Your LAN and firewall configuration stays your responsibility unless it has been separately scoped with FirstNet.

Question 26

Do FirstNet LTE/5G business internet services need RICA registration?

Accepted Answer

Yes. All SIM-based connectivity in South Africa must comply with the Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA), so you provide the required RICA documentation when ordering LTE/5G. FirstNet handles the backend compliance and SIM activation.

What the process looks like:
- You supply RICA documentation with your order.
- FirstNet handles registration and activates the SIM.
- The SIM is installed in a pre-configured, FirstNet-managed router.
- The service can often be live within a few working days.

RICA registration is handled for every SIM-based service FirstNet provides, whether LTE/5G is used as a primary link, a backup to fibre, or temporary connectivity while fibre is built.

RICA sits alongside FirstNet's wider compliance approach for wireless: services are delivered only through ICASA-licensed network operators on approved spectrum, and all routers and antennas are ICASA type-approved. Have the documentation ready when you order, because it is one of the site-readiness items FirstNet asks for, together with power, access and landlord consent.

Question 27

Do fibre cuts or load-shedding affect FirstNet LTE/5G connectivity?

Accepted Answer

LTE/5G is not affected by fibre cuts or cable theft, which makes it a strong backup for fibre. It can, however, be affected by power outages at mobile towers, such as during load-shedding, and by local radio interference.

That is why LTE/5G works best as part of a design rather than as a guarantee on its own:
- As a fibre backup: a fibre cut does not touch the mobile path, so traffic can fail over while the fibre is repaired.
- Network choice: FirstNet is carrier-agnostic and picks the mobile network with the strongest signal at each site, using coverage maps or an on-site signal test.
- Power at your site: the router needs power too, so a UPS at the site matters during load-shedding.
- Best-effort service: LTE/5G has no fixed uptime SLA, and performance varies with network load.

For sites that must stay up through power and fibre outages, FirstNet can design a UPS-backed Peplink router that bonds fibre with LTE/5G, so users rarely notice when power or fibre drops. Where mobile towers are unreliable, LEO satellite offers a path that is independent of both terrestrial fibre and mobile towers.

Question 28

Do we have to replace our MPLS network to use FirstNet SD-WAN?

Accepted Answer

No. Hybrid designs let MPLS and internet links coexist safely, so you can migrate in phases while keeping deterministic support for selected applications.

MPLS is a private WAN service that many organisations rely on for predictable inter-site performance, and SD-WAN does not require you to switch it off on day one. A phased approach looks like this:
- Hybrid underlay: run MPLS and internet links side by side at each site.
- Policy: application-aware steering keeps selected applications on the MPLS path while other traffic uses internet links.
- Migration: move sites or applications off MPLS in phases.
- Governance: centralised visibility across all sites shows how each path performs.

Moving away from MPLS-only networks in phases is one of the scenarios FirstNet SD-WAN is designed for. Whether a hybrid design is needed affects the rollout timeline, so it is settled during underlay feasibility and design.

FirstNet supplies the internet underlays (broadband, DIA, LTE/5G, microwave and LEO satellite), and its Connectivity and Security teams validate the hybrid architecture together before anything is deployed.

Question 29

Do we need Peplink InControl 2 for a FirstNet managed Peplink service?

Accepted Answer

For a managed service, yes. Peplink devices can run locally without it, but InControl 2 provides the single-pane operations, alerting, firmware control and per-link visibility that FirstNet's day-2 service relies on.

InControl 2 is Peplink's cloud management platform. In a FirstNet deployment it is run by FirstNet on your behalf, and it underpins:
- Alerting: InControl 2 alerts feed the FirstNet NOC, so faults are ticketed and managed through one support desk.
- Per-link visibility: you can see when failover was active and for how long, for example during load-shedding.
- Firmware control: device firmware is managed consistently across the estate.
- Single-pane operations: one view across all sites and devices.
- Pilot reviews: InControl 2 data is used at the 30-day review of a pilot to show how often the bonded edge prevented an outage.

Onboarding to InControl 2 is a standard step in FirstNet's Peplink rollout. It follows the site survey, link selection and hardware sizing, and comes before tunnel termination design and the shipping of pre-staged kit for installation and acceptance testing.

Question 30

Do we need new Wi-Fi access points for FirstNet Managed Guest Wi-Fi?

Accepted Answer

No. FirstNet Managed Guest Wi-Fi is a hardware-agnostic overlay that works with your existing Wi-Fi. New access points are only included if they are separately scoped.

The service sits on top of your current wireless network rather than replacing it. What that means in practice:
- You provide: access to your Wi-Fi controller settings, a guest SSID or VLAN, branding assets, and approval of terms and privacy wording.
- FirstNet provides: captive portal design per brand or venue, login configuration, site set-up, reporting access, change control and ongoing support.
- Separately scoped: new access points, cabling, LAN upgrades, full Wi-Fi redesigns or site surveys.

Because it is an overlay, rollout is lighter than a network rebuild. FirstNet starts with discovery, runs a pilot at one to four sites, then rolls out more widely by brand or region readiness. Discovery is also where FirstNet confirms how your controllers handle limits such as bandwidth or session length.

If your existing Wi-Fi coverage is poor or you have no guest network yet, FirstNet can help plan one, and any hardware, cabling or survey work is scoped and quoted separately from the guest Wi-Fi service.

Question 31

Do we need our own ASN for FirstNet IP Transit?

Accepted Answer

Yes. FirstNet IP Transit requires a valid public Autonomous System Number (ASN) and a router running BGP. If you do not have these, Dedicated Internet Access is the right managed alternative.

An ASN identifies your network in the internet's routing system, and BGP (Border Gateway Protocol) is how your router announces your IP space and exchanges routes with upstream providers. IP Transit is built on that model: it is a Layer 3, BGP-based service that gives your Autonomous System access to the global routing table through FirstNet's upstream and peering ecosystem.

What you need to connect:
- A public ASN
- A router running BGP v4
- IPv4 and/or IPv6 support
- In-house capability to manage routing policy and traffic engineering

Onboarding starts with ASN validation, where FirstNet confirms your public ASN and routing capability. Your transit port is then provisioned on the FirstNet network, FirstNet establishes the BGP session and route exchange with your router, and the service is tested end to end before handover.

You can connect to FirstNet alone or use it as one of several upstreams for resilience and traffic engineering.

Question 32

Do we need to change our cloud setup to use FirstNet direct peering to Microsoft or AWS?

Accepted Answer

FirstNet helps configure networking and security on both ends, on your network and on the cloud side, so you realise the benefits of direct peering safely. Any changes to your cloud environment are identified and planned during design rather than discovered later.

FirstNet's architects design cloud on-ramps that align with your security model and growth plans, in four stages:
- Assessment: baseline your current latency and traffic patterns.
- Design: right-size ports, redundancy and traffic segregation.
- Implementation: configure routing, security policies and monitoring.
- Optimisation: ongoing review of utilisation and performance KPIs.

The design stage covers questions such as how traffic to your Azure or AWS environments is routed and segregated, and which security policies govern access to cloud resources. Microsoft 365 traffic benefits from FirstNet's direct Microsoft peering as part of the network path.

Peering also integrates with FirstNet's private connectivity and security services, so the on-ramp forms part of an end-to-end, controlled architecture rather than a standalone link. A FirstNet connectivity assessment quantifies the latency gains you can expect and sets out a peering plan before anything changes.

Question 33

Does FirstNet Dedicated Internet Access work with our SD-WAN and firewall?

Accepted Answer

Yes. FirstNet DIA is compatible with enterprise routing platforms, SD-WAN, firewall and cloud connectivity solutions, and supports static public IP addressing.

DIA is often chosen precisely because it makes a stable foundation for those platforms. What it brings to the design:
- Dedicated 1:1 contention on local and international traffic
- Symmetric, committed bandwidth that does not degrade at peak
- Predictable latency, jitter and packet-loss characteristics
- Static public IP addressing and enterprise routing, delivered as a Layer 3 service into the FirstNet core

Common designs include DIA as an SD-WAN hub underlay (a stable, uncontended underlay for SD-WAN and managed security), a resilient internet edge with dual-homed DIA or DIA plus broadband failover behind your firewall, and DIA as the primary internet for a head office or data centre.

If you want FirstNet to manage the overlay as well, FirstNet SD-WAN runs across DIA, broadband, LTE/5G, microwave and LEO satellite underlays, with FirstNet's Connectivity and Security teams validating the architecture together before rollout. Integration details such as IP addressing and routing are confirmed during qualification and feasibility.

Question 34

Does FirstNet IP Transit support IPv6?

Accepted Answer

Yes. FirstNet IP Transit supports IPv4 and IPv6, and IPv6 enablement can be added as your network evolves.

IPv6 is the newer internet addressing standard, with a far larger address space than IPv4, and many operators run both side by side while their customers and services migrate. FirstNet IP Transit accommodates that approach:
- Requirements: a public ASN, a router running BGP v4, and IPv4 and/or IPv6 support
- BGP set-up: FirstNet establishes the BGP session and route exchange with your router during onboarding
- Upgrade path: IPv6 enablement is one of the common upgrades, alongside more capacity, redundant ports or dual paths, and Protected IP Transit
- Responsibility: ASN and IP space compliance, routing policy and traffic engineering remain yours

The transit itself is a Layer 3, BGP-based service that gives your Autonomous System access to the global routing table through FirstNet's upstream and peering ecosystem, which includes direct peering at NAPAfrica, JINX, CINX and DINX.

If you are planning an IPv6 rollout, raise it during onboarding or at a capacity review so it can be scoped with the rest of your transit design.

Question 35

Does FirstNet direct cloud peering improve Microsoft Teams calls and video meetings?

Accepted Answer

It helps. Direct peering and uncongested paths give more consistent latency, so cloud and voice workloads behave closer to a local network than they would over the public internet. Call quality still depends on your site's last-mile link.

Real-time communications such as voice and video conferencing are particularly sensitive to latency, jitter and packet loss. FirstNet addresses the parts of the path it controls:
- Direct private peering with Microsoft Azure and Microsoft 365, AWS, Google Cloud and major CDNs
- Engineered headroom for stable performance at peak
- Quality of Service and traffic shaping, so business-critical applications get priority during congestion
- 24x7 monitoring of latency, packet loss and jitter, not just line availability

The last mile is the other half. A congested or failing access link will still affect calls, so critical sites benefit from a diverse backup, and SD-WAN can steer real-time traffic onto the best-performing link. Where a link failure would otherwise drop live calls, Peplink bonding keeps active sessions, including SIP and RTP voice traffic, running through a link cut.

FirstNet can baseline current latency at your sites as part of a connectivity assessment.

Question 36

Does FirstNet direct peering help Microsoft 365 users?

Accepted Answer

Yes. Microsoft 365 is part of FirstNet's direct Microsoft peering, so productivity traffic takes a direct path to Microsoft rather than crossing congested public routes.

Microsoft 365 is used all day by most staff, and real-time tools such as calls and video meetings are particularly sensitive to latency, jitter and packet loss. Direct peering with engineered headroom gives more consistent performance at peak, so cloud and voice workloads behave closer to a local network.

How FirstNet delivers it:
- Direct private peering with Microsoft, including Azure and Microsoft 365
- Dedicated routes that avoid internet congestion
- Integration with FirstNet's private connectivity and security services
- Ongoing review of utilisation and performance KPIs

Peering improves the path from FirstNet's network to Microsoft, but the experience at each site still depends on the last mile. FirstNet designs business fibre around what each site runs, including Microsoft 365 and SaaS platforms, and Dedicated Internet Access gives head offices committed, symmetric bandwidth. A diverse backup link keeps Microsoft 365 reachable if the primary fails.

Question 37

Does FirstNet handle business connectivity customer data in line with POPIA?

Accepted Answer

Yes. FirstNet handles customer data in line with POPIA, the Protection of Personal Information Act. It also follows its own information security management system, which is certified to ISO 27001.

That system covers security governance, risk management, change control, monitoring and incident response, all under audit. ISO 27001 is the global standard for running information security. FirstNet also holds ISO 9001 for quality management. Being certified means these controls are written down and checked by independent auditors, not simply claimed.

If you need specific regulatory or POPIA wording in a contract, FirstNet's product and legal teams review it. They do not agree to it on the spot. That keeps the commitment in line with what the service actually delivers.

For services that collect personal information directly, the duty is shared. With FirstNet Managed Guest Wi-Fi, for example:
- The platform provides consent-based login and data capture aligned to POPIA and GDPR.
- Your business stays the data controller for its guest data.
- Your choices on login method, consent wording, retention and data use decide the compliance outcome. FirstNet helps you set this up correctly.

Question 38

Does FirstNet supply the internet links that Peplink bonds?

Accepted Answer

Yes. Peplink bonds the circuits but does not provide them: FirstNet supplies the fibre, Dedicated Internet Access, LTE/5G and LEO satellite links under its Connectivity services, and Peplink bonds them into one resilient connection. You can also bond links you already have.

Either way, circuits, bonding hardware and day-to-day management sit with one accountable provider. How FirstNet puts the links together:
- Per-site survey: signal mapping, fibre availability, power and UPS sizing.
- Link selection: carrier and technology diversity at each site, based on mobile coverage, fibre availability and satellite line of sight.
- Hardware sizing: by throughput, ports, cellular modems and environment.
- Management: InControl 2 run by FirstNet, with monitoring and ticketing through the FirstNet NOC.

Because FirstNet is carrier-agnostic across every major fibre and mobile network operator in South Africa, the links bonded at a site can come from different networks, which is what gives bonding its resilience. Licensed microwave is also available from FirstNet as a link type.

When FirstNet supplies both the links and the bonding, a fault is handled by one team, whether the cause is a fibre cut, a mobile network issue or the router itself.

Question 39

Does FirstNet support multi-country connectivity deployments beyond South Africa?

Accepted Answer

Yes. FirstNet works with partners around the world to offer the same services beyond South Africa. Cross-border circuits need partner arrangements and separate licences, so FirstNet scopes each case before it quotes.

How FirstNet runs a rollout across several regions:
- Discovery and planning: map your sites, what depends on what, and the rollout order.
- Provisioning: line up carriers and logistics in each region.
- Support: one helpdesk, NOC monitoring and a clear path to escalate.
- Growth: add sites and services with little extra overhead.

For one manufacturer, FirstNet joined up the network across Africa, Europe and Asia-Pacific (APAC). The result is predictable performance. Some services already reach past South Africa. FirstNet's LEO satellite service, on Eutelsat OneWeb, is offered in South Africa and across Africa. International traffic runs over multi-peer transit at hubs such as London, New York, Frankfurt and Singapore.

For sites outside South Africa, expect a scoping step before pricing. That is because licensing and partner deals differ by country. Within South Africa, FirstNet gives you one partner, one contract and one SLA across all your sites.

Question 40

Does Peplink bonded connectivity from FirstNet lock us into one carrier?

Accepted Answer

No. Peplink uses standard SIM cards and standard fibre handoffs and supports any carrier, so you can mix fibre, LTE/5G, microwave and satellite from different providers at each site.

Mixing carriers is the point of bonding: if every link at a site rides the same network, a single outage can take them all down. FirstNet's site survey picks the carrier and technology mix that bonds best at each location, based on:
- Carrier diversity
- Mobile coverage at the site
- Fibre availability
- Satellite line of sight
- Power and UPS requirements

FirstNet itself is carrier-agnostic, with reach across every major fibre network operator and mobile network operator in South Africa. It can supply the fibre, DIA, LTE/5G and LEO satellite links, or bond links you already have. Because the hardware uses standard SIMs and handoffs, changing a carrier later means changing the circuit or SIM rather than the bonding platform.

The hardware range is flexible too: Balance series routers for branches and head offices, MAX series for vehicles and rugged sites, BR1/BR2 Mini for small branches, ATMs and POS, and EPX for hubs aggregating many branches.

Question 41

Does Peplink bonding from FirstNet double our internet speed?

Accepted Answer

Not always. Bonding adds resilience and aggregate throughput up to the sum of the links, but per-flow protocol behaviour, the SpeedFusion mode in use and encryption overhead all affect the result. FirstNet sizes the design on your real peak application needs.

Why the result is not simply link A plus link B:
- Aggregate ceiling: the theoretical maximum is the combined capacity of the bonded links.
- Protocol behaviour: individual traffic flows do not always scale evenly across links with different speeds and latency.
- SpeedFusion mode: WAN Smoothing, for example, sends duplicate packets across links to cut loss for real-time traffic, which uses capacity to gain quality.
- Encryption overhead: bonded tunnels carry encryption, which consumes some capacity.

Where bonding clearly helps is continuity. Peplink SpeedFusion treats several WAN links as one virtual link and splits a single flow across them, so if fibre drops, a live call continues on LTE or satellite. Active TCP and UDP sessions, including SIP, RTP and RDP, survive a link cut with sub-second hot failover.

FirstNet's per-site survey covers signal mapping, fibre availability, power and UPS sizing, and hardware is sized by throughput, ports, cellular modems and environment.

Question 42

Does a FirstNet microwave internet link need line of sight?

Accepted Answer

Yes. Microwave broadband is a licensed radio link from a high site or tower to your premises, so it always needs a line-of-sight and radio-frequency (RF) assessment, first from the desktop and then physically where required. Trees, buildings, terrain and lack of rooftop access can prevent delivery.

How FirstNet takes a microwave link from enquiry to live:
- Desktop assessment of line of sight and RF
- Physical survey at your site where required
- Confirmation of the mounting position, power and access
- Installation of an outdoor radio or antenna on a roof, wall or mast, plus an indoor router
- PRTG monitoring once the link is handed over

Once line of sight is confirmed, installation can follow within weeks. Microwave can be point-to-point or point-to-multipoint, and is delivered only through ICASA-licensed operators on approved spectrum with type-approved equipment.

If line of sight is not available, FirstNet moves on to fixed wireless, then LTE/5G, and finally LEO satellite, which needs a clear view of the sky rather than a line-of-sight relay to a tower.

Question 43

Does a Peplink router from FirstNet replace our firewall?

Accepted Answer

No. Peplink is the SD-WAN edge that bonds and manages your links. FirstNet pairs it with FirstNet firewall-as-a-service for perimeter security.

The roles are separate:
- Peplink: bonds fibre, LTE/5G, microwave and satellite into one virtual link, with sub-second failover, Forward Error Correction and WAN Smoothing.
- Firewall-as-a-service: provides perimeter security, delivered by FirstNet.
- InControl 2: cloud management for the Peplink estate, run by FirstNet.
- FirstNet NOC: day-2 monitoring and ticketing across the edge.

Keeping connectivity and security as distinct functions lets each do its job, while one provider manages both. It also fits FirstNet's broader approach: firewalls, segmentation, secure access and traffic control must align with the network design and be applied consistently across sites.

For multi-site retail and QSR estates, centralised policy gives a consistent posture across hundreds of sites while keeping POS and payments running. If you already run your own firewall, raise it during the per-site survey so the design accounts for it alongside power, link selection and hardware sizing.

Question 44

Does my business need a redundant or backup internet connection?

Accepted Answer

If downtime affects revenue or operations, yes. FirstNet treats a primary link plus a diverse backup as the default design for revenue-impacting sites, because even business fibre can fail through last-mile cuts, provider outages or congestion.

The level of redundancy should match your risk. FirstNet sizes it by asking what happens if the internet is down for two hours, or a full day:
- Single primary link: for non-critical sites where some downtime is tolerable and the risk is consciously accepted.
- Primary plus diverse backup: fibre paired with licensed microwave, fixed wireless or LTE for fast failover.
- Dual fibre on different carriers: ideally on diverse physical routes, for high bandwidth and carrier redundancy.
- SD-WAN across two diverse links: typically one fibre and one wireless, with automatic failover and traffic steering.
- LEO satellite: an independent path for remote or highly critical sites.

Diversity is what makes a backup useful. A second link on the same network or in the same trench can fail with the primary, so FirstNet, as a carrier-agnostic provider, places backups on different carriers or media. A fibre cut needs physical repair, and a well-designed backup keeps traffic flowing while that happens.

Question 45

Does weather affect FirstNet LEO satellite connectivity?

Accepted Answer

Like all satellite technologies, LEO connectivity can be affected by severe weather conditions. Where business continuity is critical, FirstNet incorporates LEO into a multi-link design, using additional connectivity paths and intelligent failover to improve overall resilience.

Weather is one of several site factors FirstNet plans around:
- Severe weather: can affect the satellite signal, as with any satellite service.
- Obstructions: dense tree canopy or structures in the antenna's field of view can affect performance, so they are validated during site readiness.
- Mounting and power: a secure mounting position and power at the installation point.
- Diversity: pairing LEO with fibre, LTE/5G or microwave means a weather event does not have to take the site offline.

When LEO is integrated with SD-WAN, traffic can fail over automatically between LEO, fibre, LTE/5G and other available connections. With Peplink bonding, satellite and LTE/5G run in parallel, so live sessions continue if one path degrades.

The aim is resilience by design: no single medium is perfect, but links that fail for different reasons rarely fail at the same moment. FirstNet monitors the LEO link as part of the managed environment.

Question 46

Does weather affect FirstNet licensed microwave links?

Accepted Answer

Higher-frequency microwave links can be weather-sensitive. FirstNet accounts for this in the survey and design, and can pair microwave with another medium for resilience.

In general, heavy rain absorbs and scatters radio signals, and the effect grows at higher frequencies and over longer distances, so a microwave link is engineered with its path, frequency and conditions in mind. For FirstNet microwave this means:
- A desktop and physical line-of-sight and RF assessment before anything is committed
- Delivery only through ICASA-licensed network operators on approved spectrum
- ICASA type-approved radios and antennas, mounted on a roof, wall or mast
- PRTG monitoring through the indoor router once the link is live

Weather is one reason FirstNet treats diversity as a design principle. Microwave is often the backup to fibre, because an air path does not share fibre's trench and is unaffected by cable cuts. Where microwave is the primary, pairing it with LTE/5G, fixed wireless or LEO satellite gives a second path. LEO satellite can also be affected by severe weather, so the right pairing depends on the site and is decided during design.

Question 47

How do I find out if FirstNet business fibre is available at my address?

Accepted Answer

FirstNet runs a feasibility check on your exact site address across every fibre network operator that may serve it, then confirms the result with a quote from the last-mile provider. GPS coordinates help, especially for new developments and rural sites.

How the check works:
- You supply the site address, and GPS coordinates where available.
- FirstNet checks the address against the fibre network operators that may serve it, such as Vumatel, Frogfoot, Openserve and MetroFibre.
- The last-mile provider confirms feasibility with a quote.
- FirstNet comes back with the result and a realistic timeline.

Feasibility outcomes can change once detailed planning is done, for example when wayleaves, landlord approvals or construction routes are worked out. Where fibre is not feasible, FirstNet assesses licensed microwave, then fixed wireless, then LTE/5G and, as a last resort, LEO satellite, validating each option for your exact address before installation.

Because FirstNet is carrier-agnostic, one check covers multiple networks rather than a single operator's footprint. A FirstNet specialist can run feasibility for one site or for a full list of branches.

Question 48

How do SLAs and service credits work on FirstNet Dedicated Internet Access?

Accepted Answer

FirstNet DIA service levels are last-mile dependent and strictly aligned to the underlying carrier's commitments, with response and resolution targets following the contracted carrier SLA. Service credits are passed through from the carrier once validated against that SLA, and your specific targets are set out in your contract.

How it works in practice:
- Targets: response and resolution targets mirror the carrier SLA for your site's last mile.
- Validation: when an outage occurs, FirstNet validates it against the carrier's SLA.
- Credits: service credits are passed through to you once validated with the carrier.
- Escalation: FirstNet manages the full escalation path on your behalf, so you do not deal with the carrier directly.

Aligning SLAs to the carrier means the commitment matches what the underlying last mile can actually deliver. What DIA adds over broadband is the service specification: dedicated 1:1 contention, symmetric committed bandwidth, and predictable latency, jitter and packet loss.

Where even a carrier-backed SLA is not enough, the answer is design. Dual-homed DIA, or DIA with broadband failover, gives layered resilience so a single last-mile fault does not take the site offline.

Question 49

How do service levels and service credits work on FirstNet business broadband links?

Accepted Answer

Availability targets and service credits on broadband follow the underlying last-mile provider's SLA. Credits are passed through once FirstNet receives them from the carrier, and FirstNet handles fault escalation, SLA validation and the credit claim on your behalf.

You do not have to chase the fibre or wireless operator yourself, because FirstNet is the single escalation point across all underlying providers. In practice:
- The fault is picked up by monitoring or logged by you with FirstNet support.
- FirstNet's NOC works the fault with the carrier through to restoration.
- FirstNet validates the outage against the carrier's SLA.
- FirstNet submits the credit claim and passes the credit through once the carrier pays it.

Targets differ by access type. Business fibre carries availability targets up to 99.5% on premium networks and 99% on standard. Fixed wireless usually targets up to about 99%, with next-business-day restoration as standard. LTE/5G is best-effort with no fixed uptime SLA. Your exact targets are set out in your contracted service terms.

Service credits compensate for downtime but do not prevent it, so for revenue-impacting sites FirstNet recommends a diverse backup link as well.

Question 50

How does FirstNet decide which connectivity technology each business site gets?

Accepted Answer

FirstNet checks fibre first for every fixed site. Where fibre is not feasible, it works through licensed alternatives in a set order: licensed microwave, then fixed wireless (FWA / Fixed 5G), then LTE/5G, with LEO satellite as the last resort.

FirstNet is carrier- and medium-agnostic, so the choice is driven by coverage, performance and resilience at your exact address rather than by one network's footprint. The options, in order:
- Fibre: the default primary for fixed sites, symmetric or asymmetric and uncapped, with dedicated uncontended options for critical sites.
- Licensed microwave: point-to-point or point-to-multipoint radio for sites without fibre, or an air-path backup that does not share fibre's trench.
- Fixed wireless (FWA / Fixed 5G): packaged fixed wireless access over fixed 5G or approved partner platforms.
- LTE/5G: carrier-agnostic mobile broadband, often live within a few working days.
- LEO satellite: licensed low-Earth-orbit service via Eutelsat OneWeb for remote sites where no terrestrial option fits.

Temporary and mobile sites are the exception. There FirstNet leads with LTE/5G because it deploys fastest, and a fibre primary can be built in parallel for sites that will stay. How critical the site is then decides whether a second, diverse link is added. A FirstNet specialist can run feasibility on your site addresses.

Connectivity questions & answers