Service Guarantee



What is a service guarantee or service level agreement (SLA)?

For many businesses and people internet downtime costs you money; To ensure our primary goal is your service we provide a service guarantee, also known as service level agreement (SLA) for most of our services. When we do not deliver on our service guarantee you are compensated by way of a service rebate in the form of account credit.

Where can I find my service level agreement?

Not all services have a service level agreement. Those services that are covered are:

  • ADSL1, ADSL2+ (Including Naked DSL), SHDSL, BDSL
  • Co-location and Web Hosting

To view the specific service guarantees and rebates available to your service please read the appropriate Service Description.

How do I claim under the service guarantee?

Please complete a Service Rebate Application which is available on the Application Forms page.

Where can I find more detailed information about the SLA?

Please read the section "Service Level Agreement" available in our General Terms and Conditions.

I have a customised service. Is that covered by a service guarantee?

Please ask your Highway 1 Account Manager or Sales Representative.

Can I get a higher service level?

Yes, although your monthly service charge is likely to increase. Please ask your Highway 1 Account Manager or Sales Representative for further information.