Enterprise Ethernet is an ‘on-request’ product, that means that nbn will build a new fibre connection to the premises when a service provider places an order for eligible premises⁺. nbn works with the service provider to establish a committed delivery date for the project so that customers can have confidence in the network, and a clear idea of when it will be ready for use. 

The fibre design and build is done by specialised teams who are experienced in delivering fibre infrastructure into complex business premises like shopping centres, business parks and high-rise buildings. 

The process we follow, and the key interactions with the end customer are summarised in the diagram below:

The fibre connection for Enterprise Ethernet is a separate access network to the default access technology that connects your premises to the nbn network (e.g. FTTN, HFC). Installing and activating an Enterprise Ethernet service does not require the cancellation of the default service. Both services over the nbn network can operate concurrently at the same premises without issue.

Unlike our home nbn products, 24/7 support is built in as standard for all Enterprise Ethernet services. All services are proactively monitored by nbn who will inform service providers of any red flags that suggest there are issues with the service.

When the service provider raises a ticket, a case manager is assigned in the business nbn Service Centre who manages the incident to the contracted services levels.

Each service comes with a standard 12 hour restore target, though that time is extended if a site visit is required and the premises is located outside of a metropolitan area. Service providers have the option to increase the level of service with 4, 6 and 8 hour restoration targets also available (those targets are also extended for premises where a site visit is required outside of a metropolitan area).

All times refer to the target times offered by nbn to providers. The target times offered to you by your provider may differ from those listed above. Not all faults with your service relate to a fault within the nbn network – faults may be related to matters within your provider’s network, your premises’ equipment or network resources being accessed. These target times only relate to faults that occur on the nbn network.