Short answer
FirstNet offers enterprise service levels covering availability, response times and restoration targets. On broadband links, availability targets and service credits follow the underlying last-mile provider's SLA, and FirstNet handles escalation, SLA validation and credit claims on your behalf.
In detail
What applies depends on the access type:
- Business fibre: availability targets up to 99.5% on premium networks and 99% on standard, with a service-credit schedule.
- Dedicated Internet Access: defined SLAs with service credits aligned to the carrier's commitments, set out in your contract.
- Fixed wireless: usually an availability target of up to about 99%, with next-business-day fault restoration as standard.
- LTE/5G: best-effort, with no fixed uptime SLA. Temporary wireless also carries no SLA.
Service credits are passed through once received from the carrier. Standard broadband support runs during business hours with after-hours callout for severity 1 issues, and the exact cover depends on your service tier. For multi-site customers FirstNet works to standardised SLAs across its national footprint, with one escalation point, and monitored links come with alerts and monthly service reviews.
Source: FirstNet Nationwide Last-Mile Connectivity service page →
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