Support Matrix
Service Level Agreement Overview
This Service Level Agreement (SLA) outlines the expectations, commitments and escalation procedures for Atom Telecom’s support services. It serves to define response and resolution times for incidents based on their priority level to ensure high-quality service delivery and customer satisfaction.
SLA Matrix
5 of 5 rows
| Priority | Description | Response Time | Resolution Time |
P1 Critical | Complete service outage | Within 30 minutes | Within 2 hours |
P2 High | Significant service degradation | Within 1 hour | Within 4 hours |
P3 Medium | Partial or limited service impact | Within 4 hours | Within 2 business days |
P4 Low | Minor service issue with minimal impact | Within 1 business day | Within 5 business days |
Notes
- For
P1incidents, resolution times are contingent on the root cause and issue complexity. - For
P2,P3andP4incidents may be influenced by third-party resolution times. - Customers may escalate issues if SLA timelines are not met.
- SLA is applied to the faults caused by the Atom Telecom Architecture only.
Business and Support Availability Hours
Standard Support Hours
9:00 AM to 5:00 PM AEST, Monday to Friday. During these hours, all support requests are addressed according to their priority level.
Escalation for Critical Issues
P1Critical issues reported outside business hours are automatically prioritised and escalated to minimise disruption for time-sensitive concerns.
Support and Escalation Process
Atom Telecom commits to:
- Responding to all incidents and requests promptly as per the SLA matrix.
- Escalating unresolved issues in accordance with the defined escalation process.
How to Reach Us
Email — Send SLA requests to support@atomtelecom.com.au.
Phone — Call 1300 128 897 or +61 2 8317 6200 (Opt. 2) for phone submissions.
Escalation Procedure
If you feel your issue hasn’t been resolved properly, you can escalate your ticket for quicker resolution. For proper tracking, initiate SLA requests by reporting the fault to support@atomtelecom.com.au.
- A ticket will serve as the official reference for future communication.
- Provide all required information as specified for each request type and fault.
Escalation Levels
Escalation points of contact for resolving issues at different levels.
L1 Level 12 of 2 rows
| Contact Person | Phone | |
| Support Team | 1300 128 897 or +61 2 8317 6200 (Opt. 2) | support@atomtelecom.com.au |
L2 Level 22 of 2 rows
| Contact Person | Phone | |
| Account Managers | +61 7 2116 0807 | account@atomtelecom.com.au |
L3 Level 32 of 2 rows
| Contact Person | Phone | |
| Escalation | +61 7 2116 0806 | escalation@atomtelecom.com.au |
L4 Level 44 of 4 rows
| Contact Person | Phone | |
| Nick Grives | +61 480 099 082 | ng@atomtelecom.com.au |
| Harry Grives | +61 480 099 079 | hg@atomtelecom.com.au |
| Kevin Tee | +61 480 081 471 | kevin@atomtelecom.com.au |
Action During Escalation
- Reassignment: Redirect the issue for additional analysis.
- Immediate Resolution: Resolve the issue at the current level.
- Further Escalation: Involve higher authorities for faster resolution.