Support & Maintenance
Support & Maintenance
The following table lists features available for dedicated Ethernet Services from each of the suppliers:
| Service Level | Verizon Business | Soul Australia | PACNET | AAPT |
| 24 x 7 technical support | Y | Y | Y | Y |
| Registration of unlimited static IP addresses | Y | Y | Y | Y |
| Guaranteed uptime & SLA of 99.95% and above on internet link | Y | Y | Y | Y |
| Dedicated access to the nominated ISP’s global network | Y | Y | Y | Y |
| Scalable | Y | Y | Y | Y |
| Dedicated install engineer | Y | Y | Y | N |
| Proactive monitoring | Y | Y | Y | Y |
| Service Level Agreements guaranteeing both network quality and customer service | Y | Y | Y | Y |
| SMTP gateway service available | Y | Y | Y | Y |
Business Grade ADSL services are offered on a best efforts basis and don’t have SLA’s.
NSW.net Support Program
The NSW.net Support Program is a value-added program that provides phone and remote support to assist you with addressing issues related to your NSW.net Internet services. These services are covered by your NSW.net Support Contract and are provided through Hitech Support at no cost.
The program provides assistance for the following:
- Outages and/or problems with your Internet or other NSW.net services
- Problems with Router, Firewall or ADSL equipment
- Domain Name Hosting Service and or Web Hosting facilities
- Mail Hosting issues
- Symantec.cloud support (where applicable)
If you’re experiencing an
| Hitech Support: | 1300 791 081 |
| Email: | support@hitechsupport.com.au |
Hitech Support will manage your call by liaising directly with your
If your call is outside of Hitech Support’s standard business hours, you should contact your
| PACNET Support: | 1300 364 359 |
| Verizon Business Support: | 1300 368 811 |
| Soul Australia Support: | 13 17 67 |
| AAPT Support: | 1300 016 636 (Option #2) |