Service Level Agreement

Our responsibility

Bunnji is responsible for the service up to the network boundary at your premises, such as the NBN connection device. Unless covered by a Bunnji managed IT service, you are responsible for:

• Internal cabling, sockets and patch leads
• Your own networking equipment and configuration
• General IT support for your devices

Reporting a fault

Authorised contacts can report faults on 1300 001 611 or at info@bunnji.com.au. Before reporting, please restart your equipment, check cables and confirm the issue is not caused by your own devices. Give us as much detail as possible so we can diagnose quickly.

Fault priority

• Priority 1 — Service down: a service is completely unusable
• Priority 2 — Degraded: a service works but quality or features are impaired
• Priority 3 — Request: a change, question or minor issue with no service impact

Target response times

During business hours (Monday to Friday, 8 am–6 pm AEST), we aim to:

• Priority 1: respond within 1 business hour and update you at least every 4 hours
• Priority 2: respond within 4 business hours and update you daily
• Priority 3: respond within 1 business day

These are targets, not guarantees. Restoration of faults on wholesale networks depends on the network owner's own timeframes.

Installation and porting

We will give you an estimated timeframe once your setup is confirmed. Number porting typically takes a few business days for simple ports and longer for complex or multi-number ports. NBN and other carrier connections follow the carrier's appointment availability.

Planned maintenance

Where possible, we will give you advance notice of planned maintenance that may affect your service and schedule it outside business hours.

Exclusions

Service levels do not apply to faults caused by your equipment or network, power outages at your premises, events outside our reasonable control, or work you ask us to delay. Technician visits for faults found to be on your side of the network boundary may incur a charge.