Telstra to cough up rebates for ADSL downtime - News - Communications

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This story was printed from ZDNet Australia.
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Telstra to cough up rebates for ADSL downtime

By James Pearce, ZDNet Australia
May 23, 2002
URL: http://www.zdnet.com.au/news/communications/soa/Telstra-to-cough-up-rebates-for-ADSL-downtime/0,130061791,120265441,00.htm

Telstra Wholesale has announced a service level guarantee to its DSL broadband resellers, that could see rebates of up to 50 percent given for unscheduled outages.

-It's planned in a way to allow our resellers to offer their customers rebates at the same time Telstra Retail offers their customers rebates," public affairs manager for Telstra Wholesale Rod Bruem told ZDNet Australia. -Our levels of reliability have continued to improve over the last 12 months, that's why we can now afford to do this, to put our money where our mouth is."

The rebates are offered on a basis of the number of hours downtime suffered each month. If the outage is between six and 20.5 hours there is a 10 percent rebate, between 20.5 and 42.5 hours there is a twenty percent rebate, and more than 42.5 hours downtime in a month results in a 50 percent rebate, credited to the customers next months bill.

There are some conditions, of course. -It doesn't apply to scheduled downtime," said Bruem, -for upgrades and so forth, but they normally occur in the middle of the night, to minimise inconvenience. And it doesn't apply if the problem is on the customers server. It's a guarantee on the Telstra Network."

Bruem said the customer feedback has so far been very good.