Support & Maintenance

Support & Maintenance

The following table lists features available for dedicated Ethernet Services from each of the suppliers:

Service Level TPG Telecom Telstra  Optus
24 x 7 technical support Y Y Y
Registration of unlimited static IP addresses Y Y Y
Guaranteed uptime & SLA of  99.95% and above on internet link Y Y Y
Dedicated access to the nominated ISP’s global network Y Y Y
Scalable Y Y Y
Dedicated install engineer Y Y Y
Proactive monitoring Y Y Y
Service Level Agreements guaranteeing both network quality and customer service Y Y Y
SMTP gateway service available Y Y Y

Basic Grade NBN services are offered on a best efforts basis and don’t have SLA’s. Support Program

The Support Program is a value-added program that provides phone and remote support to assist you with addressing issues related to your Internet services.  These services are covered by your 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 services
  • Problems with Routers or Firewalls 
  • If you’re experiencing an ISP or any other service related problem, simply contact Hitech Support directly during the hours of 8.00am to 5.30pm (Monday – Friday) on:
Hitech Support: 1300 791 081

Hitech Support will manage your call by liaising directly with your ISP/service provider to rectify your problem. If you wish to escalate any problems, please contact Joyce Azzopardi at on 1800 679 638.

If your call is outside of Hitech Support’s standard business hours, you should contact your ISP directly on:

Telstra Support: 1300 364 359
TPG Telecom:  1300 055 717
Optus Support:  13 43 15