Short 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.
In detail
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.
Source: FirstNet Nationwide Last-Mile Connectivity service page →
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