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Support Matrix

2 min readAdmin

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

Table
PriorityDescriptionResponse TimeResolution Time
P1 CriticalComplete service outageWithin 30 minutesWithin 2 hours
P2 HighSignificant service degradationWithin 1 hourWithin 4 hours
P3 MediumPartial or limited service impactWithin 4 hoursWithin 2 business days
P4 LowMinor service issue with minimal impactWithin 1 business dayWithin 5 business days

Notes

For P1 incidents, resolution times are contingent on the root cause and issue complexity.
For P2, P3 and P4 incidents 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 P1

Critical 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 1

Table
Contact PersonPhoneEmail
Support Team1300 128 897 or +61 2 8317 6200 (Opt. 2)support@atomtelecom.com.au

L2 Level 2

Table
Contact PersonPhoneEmail
Account Managers+61 7 2116 0807account@atomtelecom.com.au

L3 Level 3

Table
Contact PersonPhoneEmail
Escalation+61 7 2116 0806escalation@atomtelecom.com.au

L4 Level 4

Table
Contact PersonPhoneEmail
Nick Grives+61 480 099 082ng@atomtelecom.com.au
Harry Grives+61 480 099 079hg@atomtelecom.com.au
Kevin Tee+61 480 081 471kevin@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.
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