We’ve Boosted! What this means for you

From 16 June 2025, we’ve upgraded our Home Fibre plans. These changes are now live, but while some documents on this site may still reference the old plan names, rest assured, the new speeds apply. Find out more.

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Service levels

Here are some of the key service levels for HSNS Premium. A full list can be found in the service level terms

ServiceService level targets
Provisioning targets (Fulfil)

Automated pre-qualification order completion (copper only) – 4 business hours

Manual pre-qualification order completion (copper) – 2 business days

Manual pre-qualification order completion (fibre) – 6 business days

Category 1 build (new connections) – 40 working days

Category 2 build (new connections) – 35 working days

Category 3 build (new connections) – 25 working days

Category 4 (speed upgrades and disconnections) – 17 working days

Faults targets (Assure)
Downtime reported to ChorusBusiness Restore
12AM – 12PMBy 7PM on the same day
12PM – 12AM *By midday the following day
 
 * The 12PM TO 12AM window from the above table consolidates both the ‘By 7pm’ and ‘After 7pm’ windows under the Enterprise Restore SLA’s in the UFB Service Level Terms.
Available reportingChorus Operational Reports
Other notes

Planned outage – at least 5 business days notice

Unplanned outage – 2 hours after event