Priority Network Support
Priority Network Support (PNS) is an essential add-on for any of our nbn® business plans. Exclusively designed for businesses, it offers a specialised onboarding experience and guaranteed restoration times if you encounter a fault with your business Internet service.
This service is crucial for businesses that cannot afford downtime. If your business relies on critical data and requires enhanced support when issues arise, PNS is a valuable option to consider. We offer several versions of PNS, and it’s important to note that services without PNS have a restoration target of the next business day.
For example, if a customer reports a fault to Commander on a Friday afternoon and it’s determined to be an issue at the nbn® network level, Commander will report the fault at 6 PM the same day. In contrast, services with PNS are restored within 8 to 12 hours, highlighting the significant advantage of having this service.
Which PNS services does Commander provide?
| Service | Price per month | Once off charge | Fault restored within | Included FREE with |
|---|---|---|---|---|
| PNS12 | $20 | N/A | 12 hrs of being reported to nbn® | Superfast (250/100), Superfast II (500/200), Ultrafast(1000/400) |
| PNS12 (90 day trial) | N/A | $80 | 12 hrs of being reported to nbn® | Premium (100/40), Superfast (250/25), Ultrafast(1000/50) |
| PNS8 | $28 | N/A | 8 hrs of being reported to nbn® | N/A |
| Standard support | $0 | N/A | 5pm next business day of being reported to nbn® | Standard Plus (50/20), Fixed Wireless (100/20) |
Note: PNS12 (90 day trial) reverts to standard support after 90 days unless you opt in.
Why choose PNS with Commander?
With PNS from Commander, your nbn® service will always be prioritised. If you encounter a fault and need restoration, simply call our Call Centre at 132 777. Our advanced IVR system will recognise your PNS account, ensuring your call is immediately directed to a skilled team member with no wait times. They will troubleshoot the problem, and if it’s related to the nbn® network, they’ll collaborate with nbn® to get your business back up and running quickly! If we are unable to restore your service within the guaranteed timeframes, we will gladly refund your monthly service charge for that month on your nbn® service. We also monitor the service for seven days after restoration to minimise the chance of rework and to ensure that you stay online with a high-performing service.
Restoration Timeline Example
If a customer encounters a fault and contacts Commander on a Friday afternoon, Commander will troubleshoot to identify the issue. If it’s discovered to be at the nbn® network level, Commander reports the fault to nbn® at 6 PM the same day. Below illustrates the difference between services with and without PNS:
| Day | PNS8 | PNS12 | Standard support |
|---|---|---|---|
| Friday | 6 PM reported to nbn® | 6 PM reported to nbn® | 6 PM reported to nbn® |
| Saturday | 2 AM restoration target (8 hrs) | 4 AM restoration target (12 hrs) | Out of hours |
| Sunday | Customer online from 2 AM | Customer online from 4 AM | Out of hours |
| Monday | Customer online | Customer online | 8 AM picked up by nbn® |
| Tuesday | Customer online | Customer online | 5 PM restoration target (next business day) |
Note: Priority Network Support only covers the nbn® service. All other bundled services are not included. If you already have Priority Network Support with us and want to log an nbn® fault, please call 132 777.