What Is an SLA?

A Service Level Agreement (SLA) is Pickle's commitment to customers about how quickly a fault or support request will be acknowledged and resolved. It sets clear expectations so customers — including Strata Managers, Building Managers, and small business owners — know what to expect from the moment they log a ticket.

Not all faults are treated equally. Pickle assigns a priority level to every fault based on its impact on the customer's service and business operations. Higher-impact faults receive faster attention.

Fault Priority Levels

P1 — Critical (Service Down)

A P1 fault means there is a complete loss of service with no available workaround. Business operations are directly and immediately affected.

Examples include:

• All phone lines are down

• Internet service is completely offline

• An emergency lift phone is not working

Timeframes:

• Target response: Within 1 business hour

• Target resolution: Best efforts same business day; for complex faults, within 4 business hours of the fault being diagnosed

For network-side P1 faults, Pickle may escalate directly to the relevant carrier (Telstra or NBN Co) to expedite resolution.

P2 — High (Service Degraded)

A P2 fault means the service is partially working but significantly impaired. Customers can operate in some capacity, but performance or reliability is materially affected.

Examples include:

• Intermittent dropouts affecting all users

• Poor call quality impacting the entire site

• Slow internet speeds affecting business operations

Timeframes:

• Target response: Within 4 business hours

• Target resolution: Within 2 business days

P3 — Standard (Minor Issue or Enquiry)

A P3 fault means the service is largely working, but a minor issue exists, or the request is informational or administrative in nature.

Examples include:

• A single handset not working while others are unaffected

• A billing enquiry or account question

• A configuration question or change request

• A new service request

Timeframes:

• Target response: Within 1 business day

• Target resolution: Within 5 business days

What "Response" and "Resolution" Mean

• Response — Pickle has acknowledged the fault, created a support ticket, and assigned it to a team member actively working on it

• Resolution — the fault has been fully investigated, root cause addressed, and service restored to normal operation

In some cases, resolution depends on a third-party carrier such as NBN Co or Telstra. Pickle will manage the escalation and keep the customer informed, but carrier response times are outside Pickle's direct control.

Emergency Lift Phones — Always P1

Faults involving emergency lift phones are always treated as P1 — Critical, regardless of any other factors.

When lodging a fault involving an emergency lift phone, customers must clearly identify it as an emergency lift phone fault at the time of lodging. Pickle will escalate immediately and provide regular updates until the service is restored.

How to Log a Fault

Faults and support requests can be lodged through any of the following channels:

• Pickle Portal — available 24/7 at any time

• Email — [email protected] (monitored during business hours)

• Phone — 1300 688 588 (business hours only)

After-hours phone support is available for clients with an extended hours agreement. If your business requires after-hours coverage, speak with your Pickle account contact about this option.

Business Hours and SLA Clocks

Pickle's SLA timeframes run during business hours. For faults lodged outside business hours via the portal or email, the SLA clock starts from the next business day unless an extended hours agreement is in place.

For urgent after-hours faults, log via the portal and clearly mark the request as urgent so it is picked up as a priority at the start of the next business day — or immediately if you have an extended hours agreement.

How to Lodge a Fault Effectively

Include the following when contacting support:

• A clear description of the fault — e.g. "all outbound calls are failing" is more actionable than "something is wrong with the phones"

• The business impact — e.g. "we cannot process EFTPOS payments" or "our lift phone is not working and we have residents in the building"

• Best contact person and number during the fault

• Service address and account number

Providing this upfront reduces back-and-forth and speeds up resolution.

Carrier-Dependent Faults

Some faults require Telstra or NBN Co to attend the premises or an exchange. In these cases:

• Pickle will lodge the fault with the relevant carrier on the customer's behalf

• Pickle will manage the escalation and follow up on progress

• Pickle will keep the customer updated at regular intervals

• Carrier response and resolution timeframes are outside Pickle's control

• Where a carrier technician needs to attend the premises, Pickle will coordinate and communicate appointment details

Key Takeaways

• P1 (complete loss, emergency lift phones) — response within 1 business hour, best-efforts same-day resolution

• P2 (degraded service) — response within 4 business hours, resolution within 2 business days

• P3 (minor issues, enquiries) — response within 1 business day, resolution within 5 business days

• Emergency lift phone faults are always P1 — identify them clearly when lodging

• Faults can be logged via the Pickle Portal (24/7), email, or phone (business hours)

• SLA timeframes run during business hours — after-hours coverage available under an extended hours agreement

• For carrier faults, Pickle manages the escalation but cannot control carrier timeframes

Contact Pickle Support

• Portal: Pickle Customer Portal (24/7)

• Email: [email protected]

• Phone: 1300 688 588 (business hours)

• After hours: Available for clients with an extended hours agreement

Pickle

Office 12, 7-9 Churchill Ave, Strathfield NSW 2135

When logging a fault, include the service address, account number, a clear description of the issue, and the business impact.