Short answer
The Smartz Suite is backed by a 99.9% monthly availability SLA. If the suite is unavailable, response is within 30 minutes with a 4-hour target to restore. You log faults with FirstNet Support, which escalates to the Smartz service desk, so you have one point of contact.
In detail
How faults are prioritised:
- Level 1, suite unavailable: 30-minute response and a 4-hour target to restore.
- Level 2, partial outage: 1-hour response and an 8-hour target to restore.
- Level 3, some functions impacted: 2-hour response and a 1-day target to restore.
The 99.9% figure is a monthly average for the Smartz Suite itself. Your voice service underneath, such as FirstNet SIP trunks or Managed Cloud PBX, is covered by FirstNet's own voice SLA on the same contract. Call quality also depends on each agent's connection meeting the 2 Mbps and 300 ms requirements.
Support runs through one path: FirstNet Support first, then the Smartz Solutions service desk, with further escalation inside Smartz Solutions where needed. You do not have to work out which vendor owns a fault. The full service levels are set out in the Smartz SLA annexures that form part of your contract.
Source: FirstNet Contact Centre service page →
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