At NEXUS.NET we take good, personal support very seriously and always endeavor to respond quickly to any faults or issues you may be experiencing.
We recommend, when logging a fault, do this directly on our Client Portal. By doing this, we can respond faster, and have a history of our support to you.
Call Support 087 230 0103,
8am – 5pm (Mon – Fri)
Please remember that Fibre faults need to be escalated to the fibre provider in your area, always as a first step, restart both the fibre modem/ONT device and your router.
Service Level Agreement
We offer the following service level agreements, STANDARD and PRIORITY. Obviously, as an ISP who takes uptime very seriously, these are only worst case numbers. We always endeavour to respond and restore services fast, where within our control.
STANDARD Support Policy
Applies to Fibre to the Home (FTTH) and Residential
Wireless Services (WIS)
Business Hours Ticket Logged = Response within
2 Hours, Resolution within 48 Hours*
After Hours Ticket Logged = Response within 4 hours,
Resolution within 72 Hours*
Expected minimum uptime on FTTH is around 93%, or up to 50 hours downtime in a month, worst case.
*Please note FTTH services rely on the Fibre Network Operator (FNO) to restore and there is no SLA or guaranteed repair time on FTTH.
PRIORITY Support Policy
Applies to Fibre to the Business Services (FTTB) and Business Wireless Services (WIS)
Business Hours Ticket Logged = Response within 2 Hours, Resolution within 24 Hours
After Hours Ticket Logged = Response within
4 hours, Resolution within 72 Hours
FTTB services have specific uptime guarantees in one month, ranging from 95 – 99%, please see details of each package.
These services thus are guaranteed to have no more than 36 – 7 Hours per month downtime, dependent on package.
If you have a long term contract with an MSA, then please refer to this regarding the SLA applicable to your service.