Support and maintenance
Support and maintenance is available from our partner internet service providers and Hitech Support.
The following table lists features available for dedicated Ethernet services from each of the suppliers:
| Service Level | TPG Telecom | Telstra | Optus |
| 24 x 7 technical support | Y | Y | Y |
| Registration of unlimited static IP addresses | Y | Y | Y |
| Guaranteed uptime & SLA of 99.95% and above on internet link | Y | Y | Y |
| Dedicated access to the nominated ISP’s global network | Y | Y | Y |
| Scalable | Y | Y | Y |
| Dedicated install engineer | Y | Y | Y |
| Proactive monitoring | Y | Y | Y |
| Service Level Agreements guaranteeing both network quality and customer service | Y | Y | Y |
| SMTP gateway service available | Y | Y | Y |
Basic grade NBN services are offered on a best efforts basis and don’t have SLAs.
NSW.net support program
The NSW.net support program is a value-added program that provides phone and remote support to assist you with addressing issues related to your NSW.net internet services. These services are covered by your NSW.net support contract and are provided through Hitech Support at no cost.
The program provides assistance for the following:
- outages and/or problems with your internet or other NSW.net services
- problems with routers or firewalls.
If you’re experiencing an ISP or any other NSW.net service related problem, contact Hitech Support directly between 8.00am to 5.30pm Monday-Friday:
- Phone: 1300 791 081
- Email: support@hitechsupport.com.au
Hitech Support will manage your call by liaising directly with your ISP/service provider to rectify your problem. If you wish to escalate any problems, please contact Joyce Azzopardi at NSW.net on 1800 679 638.
If your call is outside of Hitech Support’s standard business hours, you should contact your ISP directly:
- Telstra Support: 1300 364 359
- TPG Telecom: 1300 055 717
- Optus Support: 13 43 15
Find more detailed information: