Wavelength Service management includes a number of security measures designed to protect management tools and processes from misuse or attack, including:
5G Network provides Wavelength Service clients with a priority help desk facility that provides a single point of contact to knowledgeable staff for all client service issues.
5G Networks help desk logs and initiates work on all action requests and fault calls that are logged by the client or that arise out of the active monitoring (in-house only) process. All actions that result in infrastructure or configuration changes are carried out in accordance with the standard 5G Networks change management process.
5G Networks help desk provides first-line resolution of requests and faults and maintains ownership of all logged issues through to resolution, including interaction with any 5G Networks engineers, client or third- party people working to resolve issues requiring second-line or third-line resolution.
The 5G Networks Help Desk can be contacted through the following methods;
|Phone||1300 368 404|
|Wholesale 5GN Portal (to log a ticket)||https://portal.5gnetworks.com.au/support/|
During support ticket logging, the Help Desk will determine the incident and/ or MAC requests criticality and priority. The response and target resolution time will be determined by this priority (incidents only)
|Priority 1||Total outage. Severe Business Impact|
|Priority 2||Service Degradation. Service unusable resulting in high impact to business|
|Priority 3||Minor degradations, however, services still usable and/ or curtail aspect of service unavailable.|
|Priority 4||No or very minimal impact. Intermittent or Minor issues.|
All faults that may occur are directed to the 5G Networks help desk in the first instance. The help desk enters the fault details into the fault system and gives the client a unique fault number for referencing during the fault rectification progress.
In most cases faults can be fixed remotely by 5G Networks Engineers using network access. In cases where faults cannot be fixed remotely, 5G Networks staff or service agents are dispatched to site to repair or replace faulty items.
5G Networks uses its own staff, third (supply partners) party or contracted service agents to provide on-site support for equipment that forms part of the client’s Wavelength Service.
Once a fault is cleared, 5G Networks contacts the client to confirm the Wavelength Service is fully operational and available for use.
*Third Party – 5GN staff will liaise with third party and will update the customer
Standard Resolution Target SLA Table
|Levels||Initial Response||Update Frequency||Resolution Target*|
|Priority 1||30 Min||1 Hour (unless otherwise agreed)||8 Hours|
|Priority 2||1 Hour||2 Hours (unless otherwise agreed)||24 Hours|
|Priority 3||2 Hours||4 Hours (unless otherwise agreed)||48 Hours|
|Priority 4||4 Hours||4 Hours (unless otherwise agreed)||96 Hours|
Condition which impacts resolution target time frame:
*80% resolution target percentage
All types of MAC request will log via help desk to provisioning by customer (authorised person defined in Salesforce). The help desk enters the MAC details into the system and gives the client a unique reference number during the MAC request progress.
Once MAC request will complete than bill will be changed at the date request was action and complete.
|Simple||Remote changes within business hours - no impact on the service while actioning a request.|
|Complex||1 - Services interrupted within Business hours.
2 - After hours remote changes.
2 - On-site business or after hours.