1. What This Document Is
This is our commitment to you about how we support your services. It sets out the targets we hold ourselves to, how we escalate, and how we communicate when something goes wrong.
A commitment, not a legal SLA
This document is not a contractual service level agreement and does not create rebate entitlements. Where you require contracted service levels with defined remedies, we can provide them as part of a written agreement — just ask.
Your legal rights are set out in our Customer Terms & Conditions and under Australian consumer law. This document sits alongside them and tells you what to expect day to day.
Back to top ↑2. Australian-Based Support
Every person who answers your call works for SIP Connect in Australia. We do not outsource customer service offshore, and we never will.
- Australian-based engineers and support staff, employed by us.
- No offshore call centres and no scripted first-level triage that cannot help you.
- Direct access to people who know your account and your configuration.
- We manage faults with carriers and third-party suppliers on your behalf, so you have a single point of contact.
3. Support Hours
| Support type | Hours |
|---|---|
| Business support — changes, questions, account and billing | Monday to Friday, 8:30am to 5:30pm AEST/AEDT, excluding Victorian public holidays. |
| Critical fault support — service down or severely degraded | 24 hours a day, 7 days a week, 365 days a year. |
| Emergency fraud and security response | 24 hours a day, 7 days a week. |
| Scheduled project and provisioning work | By arrangement, including out-of-hours cutovers on request. |
Around the clock when it matters
Our critical fault line is answered 24/7 by Australian-based staff. If your business cannot make or take calls, you can always reach a person.
4. Ticket Response Targets
We classify every ticket by its impact on your business and respond accordingly. These are our targets, measured from when we receive your report.
| Priority | Description | Target response | Target update frequency |
|---|---|---|---|
| P1 — Critical | Total loss of service at a site, or a security or fraud incident in progress. | Within 30 minutes, 24/7 | Every hour until restored |
| P2 — High | Severe degradation, or a fault affecting a large group of users. | Within 2 business hours | Every 4 business hours |
| P3 — Medium | A fault affecting a small number of users, with a workaround available. | Within 4 business hours | Daily |
| P4 — Low | A general question, minor issue, or non-urgent change request. | Within 1 Business Day | As progress occurs |
| Standard change | Adding a user, changing routing, updating an announcement. | Within 1 Business Day | On completion |
4.1 How to log a fault
- Call 1300 747 266 for anything urgent — this is always the fastest route.
- Email support@sipconnect.com.au for non-urgent issues and changes.
- Tell us the site, the users affected, when it started, and an example — for example a number called and the time of the call.
4.2 Restoration
Response is what we control; restoration sometimes is not. Where a fault sits in a supplier network, restoration timeframes are set by that carrier. We escalate on your behalf, chase actively, and keep you informed — and where we can, we put a workaround in place such as diverting your numbers to mobiles while the fault is repaired.
Back to top ↑5. Escalation Process
If a ticket is not progressing, you can escalate at any time. Just ask — you do not need to justify it.
| Level | Who | When |
|---|---|---|
| Level 1 | Support engineer | On logging the fault |
| Level 2 | Senior engineer or team leader | On request, or automatically if a P1 is not restored within 2 hours |
| Level 3 | Operations manager | On request, or automatically if a P1 is not restored within 4 hours |
| Level 4 | Management | On request at any time |
We also escalate on your behalf inside our carriers' organisations, using our wholesale escalation paths.
Back to top ↑6. Outage Communications
When something goes wrong at our end, you should hear it from us first.
- We notify affected customers of a known network incident by email, and by phone for major incidents.
- Notifications include what is affected, what we know about the cause, what we are doing, and when we will next update you.
- We update at least hourly during a major incident.
- We confirm in writing when the incident is resolved.
- For significant incidents we provide a written incident summary on request, including cause and preventive actions.
6.1 Planned maintenance
- Standard maintenance: at least 5 Business Days' notice.
- Maintenance windows are scheduled outside business hours wherever possible.
- Emergency maintenance: as much notice as we can give, with an explanation of why it could not wait.
7. Continuous Improvement
- We review response performance against these targets monthly.
- Every P1 incident receives a post-incident review.
- Recurring faults are tracked to root cause, not just closed.
- Customer feedback and complaint themes feed directly into our service planning.
- This document is reviewed annually and updated when our capability changes.
If we fall short of a commitment in this document, tell us. Our Complaints & Feedback Policy sets out how we will handle it.
Back to top ↑8. Contact Information
| How to reach us | Detail |
|---|---|
| Critical faults, 24/7 | 1300 747 266 |
| Support email | support@sipconnect.com.au |
| Accounts and billing | accounts@sipconnect.com.au |
| Complaints and feedback | feedback@sipconnect.com.au |
| Website | www.sipconnect.com.au |
Frequently Asked Questions
Is support really Australian based?
Yes. Our support team is employed by SIP Connect and located in Australia. We do not outsource customer service offshore.
Can I call after hours?
Yes, for critical faults and security incidents — that line is answered 24/7. General changes and account questions are handled during business hours.
What happens if the fault is with the NBN or another carrier?
We log and manage it with the carrier for you, escalate through our wholesale channels, and keep you updated. Where possible we put a workaround in place, such as diverting your numbers to mobiles.
Do you offer a contracted SLA with rebates?
We can, as part of a written agreement for services where that is appropriate. Talk to us about your requirements.
How will I know about an outage?
We contact affected customers directly by email, and by phone for major incidents, with updates at least hourly until it is resolved.