NBN Enhanced Fault Rectification Service (EFRS) Information

The Enhanced Fault Rectification Service (EFRS) is a service level agreement (SLA) offered by Raines Internet Solutions for business NBN® services. It is designed to provide faster fault rectification and a wider window of time during which NBN faults will be addressed. 

💡 Overview of Enhanced Fault Rectification Service (EFRS)

The Service Levels for rectification of Enhanced Faults start from the time that a Trouble Ticket has been acknowledged by NBN Co. We will log a service ticket with NBN Co on a customers behalf after our support team have performed standard diagnostic tests on your service and deemed the fault responsibility lies with NBN Co. EFR SLAs do not include the duration between a customer fault report to our support team and esculating this fault to NBN Co for further investigation. Unless a customer has an additional support agreement in place, all fault reports to our support team will be investigated within the same business day the fault was reported or the next business day if faults are reported outside business hours.

We generally recommend business customers consider adding EFRS to there NBN services to reduce the turnaround time for NBN on-site support and outage impact to internet services for your business.

💰 Enhanced Fault Rectification Service (EFRS) Rate Schedule

EFR Service Applicable NBN Technology Type Recurring Monthly Fee per Service
Standard Fibre (FTTP), FTTN, FTTB, FTTC, HFC $0.00 (Default for All Plans)
Enhanced-12 Fibre (FTTP), FTTN, FTTB, FTTC, HFC $30.00
Enhanced-12 24/7 Fibre (FTTP), FTTN, FTTB, FTTC, HFC $50.00
Enhanced-8 Fibre (FTTP), FTTN, FTTB, FTTC, HFC $50.00
Enhanced-8 24/7 Fibre (FTTP), FTTN, FTTB, FTTC, HFC $100.00
Enhanced-6 Fibre (FTTP), FTTN, FTTB, FTTC $65.00
Enhanced-6 24/7 Fibre (FTTP), FTTN, FTTB, FTTC $120.00
Enhanced-4 Fibre (FTTP), FTTN, FTTB, FTTC $80.00
Enhanced-4 24/7 Fibre (FTTP), FTTN, FTTB, FTTC $70.00

📌 Important Information

  • Current EFRS Pricing effective from 01/07/2024
  • Prices provided are subject to change upon an NBN CPI price increase/review from the 1st of July each calendar year.
  • All amounts are in AUD and all pricing excludes GST.
  • All charges are billed 1 month in advance including any pro-rata charges for AVC and eSLA’s.
  • Billing will commence on the day of service activation and pro-rata in-line with billing cycle.
  • Cancellation of a service can take up to 3 business days.
  • Raines Internet Solutions reserves all rights to review and update the rate schedule at its sole discretion. We will provide reasonable notice to all customers for any updates to the rates schedule.
  • NBN, Enhanced Fault Rectification Service, EFRS, SLA, Service Level Agreement, Service Rates
  • 0 Users Found This Useful
Was this answer helpful?

Related Articles

Managing Billing and Accounts Emails from Raines Internet Solutions

Question: How can I change\delegate which emails I receive from Billing and Accounts deparment...

Enable Multi-Factor Authentication (MFA) for your Client Portal Account

In this article we explain the steps to enable Multi-Factor Authentication (MFA) in our client...

Microsoft Customer Agreement

The Microsoft Customer Agreement is a simplified purchase agreement presented, accepted, and...

Raines Internet Solutions Privacy Policy

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth)...

Raines Internet Solutions Standard Terms & Conditions

General Sales Terms and Conditions By placing an order with Raines Internet Solutions (ABN: 91...