Satellite WBA Product Catalogue

Transcription

1 Satellte WBA Product Catalogue 1 February 2015 Ths document forms part of NBN Co s Satellte Wholesale Broadband Agreement whch s a Standard Form of Access Agreement for the purposes of Part XIC of the Competton and Consumer Act 2010.

2 NBN Co Lmted Satellte WBA Product Catalogue 1 February 2015 Copyrght Ths document s subject to copyrght and must not be used except as permtted below or under the Copyrght Act 1968 (Cth). You must not reproduce or publsh ths document n whole or n part for commercal gan wthout the pror wrtten consent of NBN Co. You may reproduce and publsh ths document n whole or n part for educatonal or non-commercal purposes as approved by NBN Co n wrtng. Copyrght 2014 NBN Co Lmted. All rghts reserved. Not for general dstrbuton. Envronment NBN Co asks that you consder the envronment before prntng ths document. SFAA - Satellte WBA Product Catalogue 1

3 Contents Satellte WBA Product Catalogue 1 1 Introducton... 3 Product Descrpton Interm Satellte Servce 5 1 Interm Satellte Servce Product Features Product-specfc orderng terms Busness Rules Product-specfc supply terms Servce assurance package Charges Defned terms and nterpretaton Annexure 1 End User Elgblty Crtera 28 Annexure 2 POI 36 Satellte Servce Levels Schedule 37 1 Introducton to the Satellte Servce Levels Schedule Access Component connectons AVC modfcaton CVC modfcaton NBN Co Satellte Network avalablty Network Fault rectfcaton Dctonary Annexure 1 Zones 56 Satellte Prce Lst 58 1 Introducton Recurrng Charges for the ISS Ancllary Charges Travel Charges relatng to Ancllary Charges Other Dscounts, Credts and Rebates Interpretaton Annexure 1 Standard and Non Standard Installaton 73 1 Standard Installaton Non Standard Installaton Safety standards and procedures acknowledgement Dctonary Annexure 2 Current Feld Staff Depots 76 Annexure 3 77 SFAA - Satellte WBA Product Catalogue 2

4 Product Techncal Specfcaton Interm Satellte Servce 78 NBN Co Satellte Operatons Manual 80 1 Introducton 1.1 Contents Ths s the Satellte WBA Product Catalogue for the purposes of ths Satellte Wholesale Broadband Agreement and sets out: (c) (d) (e) the Product Descrpton - Interm Satellte Servce (ISS); the Satellte Servce Levels Schedule; the Satellte Prce Lst; the Product Techncal Specfcaton - Interm Satellte Servce; and the NBN Co Satellte Operatons Manual. 1.2 Inconsstency Ths Satellte WBA Product Catalogue comprses a number of dfferent documents. If there s any nconsstency between any of these dfferent documents, then that nconsstency wll be resolved by gvng precedence to documents n the followng order: (c) (d) (e) the Product Descrpton - Interm Satellte Servce; the Product Techncal Specfcaton - Interm Satellte Servce; the Satellte Prce Lst; the Satellte Servce Levels Schedule; and the NBN Co Satellte Operatons Manual. 1.3 Acknowledgement The ISS s suppled by NBN Co to Customer wth the assstance of the Managed Servce Provder. Customer acknowledges that the networks, systems, equpment and facltes that are used by NBN Co to supply the ISS to Customer (ncludng the platforms used for actvaton and assurance) are provded by the Managed Servce Provder. 1.4 Changes NBN Co may make changes to ths Satellte WBA Product Catalogue, or any of the documents comprsng ths Satellte WBA Product Catalogue, n SFAA - Satellte WBA Product Catalogue 3

5 accordance wth clause F4 of the Satellte Wholesale Broadband Agreement Modules. (c) Ths Satellte WBA Product Catalogue apples n respect of Products that are currently made avalable by NBN Co to Customer under the Satellte Wholesale Broadband Agreement. If NBN Co makes a new Product avalable to Customer, NBN Co wll: ntroduce a new Product Descrpton or Servce Descrpton (as applcable) nto ths Satellte WBA Product Catalogue; f necessary, ntroduce a new Product Techncal Specfcaton nto ths Satellte WBA Product Catalogue; and f necessary, vary the Satellte Prce Lst, the Satellte Servce Levels Schedule and the NBN Co Satellte Operatons Manual to accommodate that new Product. (d) If NBN Co vares or enhances an exstng Product that s already avalable to Customer, NBN Co wll, f necessary: vary the relevant exstng Product Descrpton or Servce Descrpton (as applcable); vary the relevant exstng Product Techncal Specfcaton (f applcable); and vary the Satellte Prce Lst, the Satellte Servce Levels Schedule and the NBN Co Satellte Operatons Manual (as applcable) to accommodate that varaton to or enhancement of that exstng Product. (e) NBN Co may also need to vary other parts of the Satellte Wholesale Broadband Agreement to accommodate the ntroducton of a new Product or the varaton or enhancement of an exstng Product. 1.5 References to clause, secton, etc A reference to a clause, secton, schedule, attachment or annexure n any document comprsng ths Satellte WBA Product Catalogue s a reference to a clause, secton, schedule, attachment or annexure of that document, unless provded otherwse. In ths Satellte WBA Product Catalogue, the term Satellte Wholesale Broadband Agreement Modules s a reference to the modules of the Satellte Wholesale Broadband Agreement. SFAA - Satellte WBA Product Catalogue 4

6 Product Descrpton Interm Satellte Servce RELEASE 4.1 5

7 1 Interm Satellte Servce 1.1 What s the Interm Satellte Servce? The Interm Satellte Servce (the ISS) s an IP-based, Layer 3 vrtual connecton on the NBN Co Satellte Network that carres traffc between: a User Network Interface (UNI) on the Network Termnaton Devce (NTD) located at or near a Premses; and the Network-Network Interface (NNI) at the Pont of Interconnecton (POI) assocated wth the sngle Connectvty Servng Area for the NBN Co Satellte Network (CSA) that serves the Premses, for the purposes of enablng Customer or a Downstream Customer to supply a Carrage Servce or Content Servce. (c) The ISS s suppled by NBN Co to Customer on a lmted bass (as specfed n secton 1.3) pror to the release of NBN Co s long term satellte servce. The ISS s comprsed of the followng four Product Components: v a User Network Interface or UNI, beng a physcal port on the NTD at a Premses; an Access Vrtual Crcut or AVC, beng IP-based, Layer 3 vrtual connecton on the NBN Co Satellte Network that carres Customer traffc to and from a UNI on an NTD; a Connectvty Vrtual Crcut or CVC, beng vrtual capacty on the NBN Co Satellte Network for the transport of Customer traffc from multple access vrtual crcuts on an aggregated bass and presented at the NNI at the POI; and a Network to Network Interface or NNI, beng a physcal nterface at the POI for nterconnecton of the NBN Co Satellte Network and the Customer Network, each wth the Product Features made avalable by NBN Co, and selected by Customer, n respect of that Product Component. (d) The NTD comprses the followng components: a satellte antenna nstalled at the Premses; outdoor unt(s), beng the electronc equpment nstalled on the satellte antenna; a modem, beng the electronc equpment nstalled nternally wthn the Premses; and SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

8 v connectvty between the outdoor unt and the modem at the Premses. (e) (f) (g) (h) NBN Co supples the Product n respect of a Premses through the Product Components of the ISS. Accordngly, for Customer to acqure the ISS n respect of a Premses, Customer must acqure each of the Product Components of the ISS n respect of that Premses. The Product Components of the ISS are more partcularly descrbed n the Product Techncal Specfcaton - Interm Satellte Servce. The Product Features of each Product Component of the ISS are descrbed n secton 2 and are more partcularly descrbed n the Product Techncal Specfcaton - Interm Satellte Servce. The boundares of the ISS are: the End User sde of the UNI on the NTD located at the Premses to whch the ISS s suppled; and the Customer sde of the NNI at the POI that serves the Premses. () The NNI at the POI that serves the relevant Premses s the pont at whch Customer may connect ts backhaul to nterconnect the Customer Network wth the NBN Co Satellte Network. Customer s requred to connect to the NNI at NBN Co s appearance on the NBN Co Dstrbuton Frame assocated wth that NNI. 1.2 Ponts of Interconnecton The partes agree that: (c) there s a sngle CSA for the ISS and every Premses n respect of whch NBN Co supples the ISS s located wthn that CSA; the CSA s assocated wth one POI; and connectvty to the POI s avalable at the locatons specfed n Annexure 2 of ths Product Descrpton. 1.3 Avalablty of the ISS Customer agrees that NBN Co has lmted capacty to connect, actvate and supply the ISS, as specfed n clause A1.1(c) of the Satellte Wholesale Broadband Agreement Modules. Customer agrees that the supply of the ISS by NBN Co to Customer s subject to, among other thngs, the avalablty of the varous Product Components of the ISS to NBN Co at the tme at whch Customer places an order for those Product Components of the ISS. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

9 1.4 Exclusons (c) Customer agrees that the ISS s one element of the overall network supply chan that s requred by Customer to provde an end-to-end Carrage Servce or Content Servce to ts Downstream Customers. Customer s responsble for provdng to tself or acqurng from thrd partes all other elements of the overall network supply chan other than the ISS to provde an end-to-end Carrage Servce or Content Servce to ts Downstream Customers. The dagram set out below depcts the ISS as part of the larger network supply chan that s requred by Customer to provde an end-to-end Carrage Servce or Content Servce to ts Downstream Customers: Fgure 1: The ISS n the context of the larger network supply chan that s requred by Customer to provde an end-to-end Carrage Servce or Content Servce to ts Downstream Customers. (d) Customer agrees that the ISS does not nclude: v facltes access at the locaton of the relevant POI; any backhaul transmsson, cross connects or cablng from the Customer-sde of NBN Co s appearance on the NBN Co Dstrbuton Frame at whch Customer connects the Customer Network to the NNI at the relevant POI (as descrbed n secton 1.1()); any battery backup capablty on the NTD; any content or applcatons, ncludng telephony soft swtchng nfrastructure, IP backhaul to and from the POI, Internet gateway connecton assocated wth the supply of the ISS; SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

10 v v v v x x x x x xv xv xv xv any resdental gateways, busness routers or any other End User equpment, such as personal computers; guaranteed satellte bandwdth; access to Layer 1 satellte capacty; a doman name server servce or regstraton functons; emal servce; voce telephony, ncludng IP telephony (other than the ablty to trgger a TC-1 sesson usng SIP-based telephony servces); an onlne usage meter; delvery of any products or servces beyond the network boundary of the ISS; support for software not suppled by NBN Co to Customer, ncludng any software downloaded from the Internet; encrypton or securty of the sgnals passed between an End User and Customer or a Downstream Customer, between a Downstream Customer and Customer, or between Customer and NBN Co; avalablty of the Internet; Ethernet cable between the UNI and any CPE or End User devce; and any other End User equpment and home wrng, such as network attached storage solutons. 1.5 Use of ISS Subject to the remander of ths secton 1.5, Customer may: use the ISS as an nput to the supply of Customer Products; and permt a Downstream Customer to use a Customer Product (that reles on the ISS as an nput) as an nput to the supply of Downstream Products, that are SIP-based voce telephony servces. Customer agrees that the ISS has not been desgned to be used as an nput nto the supply of Customer Products or Downstream Products that are Prorty Assstance Servces or Standard Telephone Servces that are subject to the CSG Standard. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

11 (c) Customer must not: use the ISS as an nput nto the supply of Customer Products; or permt a Downstream Customer to use a Customer Product (that reles on the ISS as an nput) as an nput nto the supply of Downstream Products, that are Prorty Assstance Servces or Standard Telephone Servces that are subject to the CSG Standard. (d) If Customer: uses the ISS as an nput to the supply of a Customer Product; or permts a Downstream Customer to use a Customer Product (that reles on the ISS as an nput) as an nput nto the supply of a Downstream Product, that s a Prorty Assstance Servce or a Standard Telephone Servce that s subject to the CSG Standard, Customer wll be n breach of the Satellte Wholesale Broadband Agreement and NBN Co excludes lablty n respect of such supply n accordance wth the terms of the Satellte Wholesale Broadband Agreement. 1.6 Access may not be contnuous or free of any faults Customer agrees that access to and use of the ISS wll not be contnuous or free of Faults. Customer also agrees that access to and use of the ISS may be subject to Outages and / or be nterrupted by NBN Co or the Managed Servce Provder n accordance wth the Satellte Wholesale Broadband Agreement so as to rectfy Faults or perform NBN Mantenance, or for any other reason specfed n the Satellte Wholesale Broadband Agreement. 2 Product Features 2.1 UNI NBN Co wll make avalable one UNI on each NTD n connecton wth the supply of the ISS. NBN Co wll supply access to and use of the UNI to Customer, except where: that supply may prevent an Other NBN Co Customer that already has access to the ISS at that Premses from obtanng a suffcent amount of the ISS to be able to meet the Other NBN Co Customer s reasonably antcpated requrements, measured at the tme when the request was made; SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

12 v that supply may prevent NBN Co from obtanng a suffcent amount of the ISS to be able to meet NBN Co s reasonably antcpated requrements, measured at the tme when the request was made; that supply may prevent a person from obtanng, by the exercse of a pre-request rght (as defned n Part XIC of the Competton and Consumer Act), a suffcent level of access to the ISS to be able to meet the person s actual requrements; and the UNI s not avalable n accordance wth the avalablty rules (f any) set out n the NBN Co Satellte Operatons Manual. (c) (d) (e) NBN Co may, but reserves the rght not to, nstall multple NTDs n respect of the same Premses. NBN Co wll ensure that the UNI that s made accessble as part of the ISS wll have electrcal nterfaces. NBN Co wll not make an optcal UNI avalable as part of the ISS. The Product Techncal Specfcaton - Interm Satellte Servce provdes further nformaton regardng UNIs and NTDs. 2.2 AVC NBN Co wll make the AVC avalable n the Traffc Class 4 downstream and upstream bandwdth combnaton specfed n Table 1 (AVC TC-4 Bandwdth Profle) n accordance wth the provsons relatng to AVC TC-4 Bandwdth Profles contaned n the Product Techncal Specfcaton - Interm Satellte Servce: AVC TC-4 downstream Mbps AVC TC-4 upstream Mbps (PIR)* (PIR)* 6 1 Table 1: Supported AVC TC-4 Bandwdth Profles for the ISS. Note that Traffc Class 4 bandwdths are quoted on the bass of Peak Informaton Rate (PIR), beng the maxmum data throughput that may be delvered by the servce. * To be read subject to secton 8.3. In respect of the AVC TC-4 Bandwdth Profle set out n Table 1, NBN Co wll map the AVC to the UNI on the NTD at the relevant Premses. NBN Co wll not support the mappng of more than one AVC-TC4 to the UNI on the NTD at the relevant Premses. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

13 (c) In addton to the AVC TC-4 Bandwdth Profle, NBN Co wll make the AVC avalable n the Traffc Class 1 downstream and upstream bandwdth combnaton specfed n Table 2 (AVC TC-1 Bandwdth Profle) n accordance wth the provsons relatng to AVC TC-1 Bandwdth Profles contaned n the Product Techncal Specfcaton - Interm Satellte Servce: AVC TC-1 downstream Kbps (CIR)* AVC TC-1 upstream Kbps (CIR)* Table 2: Supported AVC TC-1 Bandwdth Profle for the ISS. Note that Traffc Class 1 bandwdth s quoted on the bass of commtted nformaton rate (CIR), beng (for the purposes of Table 2) a level of data throughput for whch servce frames are delvered accordng to the performance objectves of the respectve Traffc Class, as specfed n the Product Techncal Specfcaton - Interm Satellte Servce. * To be read subject to secton 8.3. (d) (e) (f) (g) Customer agrees that the AVC TC-1 Bandwdth Profle specfed above wll only support SIP-based telephony servces. Only one AVC TC-1 wll be avalable per NTD. Customer must ensure ther SIP-based telephony servces wll operate wthn the lmts of the AVC TC-1 Bandwdth Profle (specfed above). The Product Techncal Specfcaton - Interm Satellte Servce provdes further nformaton regardng AVC TC-4 Bandwdth Profles and AVC TC-1 Bandwdth Profles. 2.3 CVC NBN Co wll make the CVC avalable n: the Traffc Class 1 bandwdths set out n Table 3; the Traffc Class 4 bandwdths set out n Table 4; and any combnaton of Traffc Class 1 and Traffc Class 4 bandwdths set out n Tables 3 and 4, (each, a CVC Bandwdth Profle) n accordance wth the provsons relatng to CVC Bandwdth Profles contaned n the Product Techncal Specfcaton - Interm Satellte Servce: CVC TC-1 symmetrcal Mbps (CIR)* Table 3: CVC Bandwdth Profles for the ISS n Traffc Class 1. Note that bandwdths n Table 3 SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

14 are quoted on the bass of CIR, beng (for the purposes of Table 3) the nformaton transfer rate whch the NBN Co Satellte Network s commtted to transfer for a partcular lnk under normal condtons. * To be read subject to secton 8.3. CVC TC-4 Download Mbps (CIR)* Table 4: CVC Bandwdth Profles for the ISS n Traffc Class 4. Note that bandwdths n Table 4 are quoted on the bass of CIR, beng (for the purposes of Table 4) the nformaton transfer rate whch the NBN Co Satellte Network s commtted to transfer for a partcular lnk under normal condtons. * To be read subject to secton 8.3. Subject to Customer orderng the CVC n a CVC Bandwdth Profle n Table 4, NBN Co wll addtonally make the CVC avalable n bandwdth ncrements equal to the number of AVCs assocated wth the CVC multpled by 40 Kbps, as further descrbed n secton 4.3(d) of ths Product Descrpton. (c) NBN Co wll not supply the CVC n Traffc Class 2 or Traffc Class 3. (d) (e) (f) Customer agrees that wthn a CVC, a number of AVCs may be present. Customer s responsble for dmensonng the CVC to meet ts own capacty requrements (takng nto consderaton the end-user experence crtera n secton 8.3 of ths Product Descrpton) and to support Customer s supply of Customer Products that rely on the ISS as an nput to ts Downstream Customers, n accordance wth the lmtatons set out n secton 4.3 of ths Product Descrpton. The Product Techncal Specfcaton - Interm Satellte Servce provdes further nformaton regardng CVC Bandwdth Profles. 2.4 NNI NBN Co wll make the NNI bearer avalable (wth the NNI Bearer Profles set out n Table 5 ) n accordance wth the provsons relatng to NNI Bearer Profles contaned n the Product Techncal Specfcaton - Interm Satellte Servce: NNI Bearer Profles 1000BaseLX 1000BaseT Table 5: NNI Bearer Profle for the ISS. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

15 (c) (d) (e) (f) (g) NBN Co wll not supply NNI bearers n nterface varants other than as specfed n Table 5. Customer agrees that an NNI wll serve as the pont of hand over for one or more CVCs that are assocated wth that NNI n a gven POI. Customer s responsble for selectng an NNI Bearer Profle to meet ts own capacty requrements n respect of the supply of Customer Products that rely on the ISS as an nput to ts Downstream Customers. Customer agrees that an NNI operates as a sngle, unprotected nterface. NBN Co s not responsble for the mpact that the operaton of the NNI as a sngle, unprotected nterface may have on the supply by Customer of Customer Products that rely on the ISS as an nput to ts Downstream Customers or End Users. The Product Techncal Specfcaton - Interm Satellte Servce provdes further nformaton regardng NNI Bearer Profles. 3 Product-specfc orderng terms 3.1 Introducton Ths secton 3 sets out the specfc terms that apply to the orderng of the Product Components of the ISS. These terms apply n addton to the general terms relatng to the orderng of Products that are contaned n the Satellte Wholesale Broadband Agreement Modules and the NBN Co Satellte Operatons Manual. 3.2 End User elgblty Customer must not supply a Customer Product that reles on the ISS as an nput (and Customer must ensure that a Downstream Customer does not supply a Downstream Product that reles on the ISS as an nput) to a Premses unless: the End User at that Premses s an Elgble End User; and the Customer Product or Downstream Product suppled to that Premses s n respect of: A B a vald NBN Co Broadband Servce Locator ID f t s a new servce; or a vald NTD dentfcaton f t s an exstng servce. Customer must use the NBN Co Broadband Servce Locator (f avalable) to determne the elgblty of an End User s Premses n accordance wth the processes set out n the NBN Co Satellte Operatons Manual. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

16 (c) If Customer cannot comply wth secton 3.2, Customer must: have a vald consent from the End User to order the relevant Customer Product or Downstream Product (as the case may be) whch reles on the ISS as an nput; and obtan a vald declaraton from the End User statng that the End User at the relevant Premses s an Elgble End User. (together, the Elgble End User Documentaton) (d) (e) (f) (g) If NBN Co requests, Customer must provde NBN Co wth a copy of the Elgble End User Documentaton as soon as s reasonably practcable. If Customer fals to provde NBN Co wth a copy of the Elgble End User Documentaton n accordance wth secton 3.2(d), NBN Co may refuse to supply the relevant Product Component or the ISS to Customer. NBN Co, n ts absolute dscreton, wll determne whether an End User s an Elgble End User. The End User Elgblty Crtera may be amended from tme to tme n accordance wth the Satellte Wholesale Broadband Agreement Modules. 3.3 NNI and CVC to be suppled before orders for AVC can be placed Customer must not place an order for the supply of an AVC n respect of a Premses unless NBN Co s currently supplyng to Customer: a CVC for the CSA wthn whch the Premses s located; and an NNI n the POI that serves the CSA. (c) (d) When placng an order for the supply of an AVC n respect of a Premses, Customer warrants to NBN Co that t s enttled to place an order n accordance wth secton 3.3 of ths Product Descrpton. Customer agrees that there may be sgnfcant lead tmes between the orderng of the CVC and NNI Product Components of the ISS and the commencement of supply of the CVC and NNI Product Components of the ISS. Customer s responsble for plannng the orderng of the CVC and NNI Product Components of the ISS wth regard to these lead tmes. NBN Co s not responsble for any delays n the supply of the AVCs arsng from or n connecton wth Customer s falure to plan the orderng of the CVC and NNI Product Components of the ISS wth regard to these lead tmes. The partes agree that such a falure to plan accordngly s a Customer Event wthn the meanng of that term n the Dctonary of the Satellte Wholesale Broadband Agreement Modules. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

17 4 Busness Rules 4.1 Introducton Customer must comply wth the Busness Rules set out n ths secton 4 (ncludng the Far Use Polcy) when usng, orderng, varyng and cancellng the supply of the ISS. 4.2 Far Use Polcy for ISS Customer must not use the ISS, or permt a Downstream Customer to use a Customer Product or Downstream Product whch reles on the ISS as an nput, n a manner that NBN Co regards, actng reasonably and wth regard to the matters descrbed n secton 4.2, as napproprate or excessve use (the ISS Far Use Polcy). For the purposes of the ISS Far Use Polcy, NBN Co and Customer agree that napproprate or excessve use ncludes: n respect of a CVC, when averaged across all AVCs acqured by Customer, the volume of data downloaded n any contnuous 4 week perod exceedng 9.7GB of data per AVC; n respect of a CVC, when averaged across all AVCs acqured by Customer, the volume of data uploaded n any contnuous 4 week perod exceedng 3.2GB of data per AVC; CVC capacty utlsaton n excess of any Threshold n any Measurement Perod set out n Table 7 below: CVC TC-4 Mbps Number of AVCs Threshold 20 > 400 CVC CIR 20 Mbps % of CVC capacty utlsaton ether downstream or upstream Measurement Perods 24 hours 3 consecutve hours n any calendar day 5 non-consecutve hours n any calendar day 34 non-consecutve hours n any 7 calendar day perod SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

18 CVC TC-4 Mbps Number of AVCs Threshold > Kbps downstream x number of AVCs or 10 Kbps upstream x number of AVCs Measurement Perods 3 consecutve hours n any calendar day 5 non-consecutve hours n any calendar day 34 non-consecutve hours n any 7 calendar day perod Table 7: Far Use Polcy CVC capacty utlsaton thresholds. Note that calendar days are calculated from mdnght to mdnght n Sydney (the locaton of the CVC). v AVC Beam Group utlsaton n excess of any Threshold n any Measurement Perod set out n Table 8 below: Threshold 40 Kbps downstream x number of AVCs or 10 Kbps upstream x number of AVCs Measurement Perods 3 consecutve hours n any calendar day 5 non-consecutve hours n any calendar day 34 non-consecutve hours n any 7 calendar day perod Table 8: Far Use Polcy AVC Beam Group utlsaton thresholds. Note that calendar days are calculated from mdnght to mdnght n Sydney (the locaton of the CVC). v v v Customer or Downstream Customers usng the Product Components of the ISS n a manner that may damage, threaten, nterfere wth, or result n the deteroraton of the operaton or performance of the NBN Co Satellte Network or the network, systems, equpment or facltes of Customer or any Other NBN Co Customer used n connecton wth the NBN Co Satellte Network (ths ncludes usng the Product Components of the ISS n a manner n whch, n NBN Co s reasonable opnon, the Product Components of the ISS were not desgned or ntended to be used); offerng a Downstream Customer or End User an unlmted data allowance; and access or use of the NBN Co Broadband Servce Locator n a manner that (n NBN Co s reasonable opnon) mpars any Other NBN Co Customer s ablty to access and use the NBN Co Broadband Servce Locator. (c) Customer must ensure that the terms of any contract for the supply of Customer Products or Downstream Products whch rely on the ISS as an nput nclude provsons that requre Downstream Customers and End Users SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

19 (as the case may be) to comply wth the specfc terms of the ISS Far Use Polcy. (d) Customer must use reasonable endeavours to ensure that any use of: a Customer Product that reles on the ISS as an nput by any Downstream Customer or End User; and a Downstream Product that reles on the ISS as an nput by any Downstream Customer or End User, comples wth the ISS Far Use Polcy. (e) (f) On request by NBN Co, Customer agrees to provde NBN Co wth nformaton and assstance for the purposes of enablng NBN Co to verfy complance wth the Far Use Polcy, ncludng by meetng wth NBN Co n accordance wth the process set out n the NBN Co Satellte Operatons Manual. Wthout lmtng NBN Co s other rghts, f Customer s use of a CVC or AVC Beam Group capacty: breaches the Far Use Polcy, NBN Co may lmt that CVC or AVC Beam Group capacty to 40 Kbps multpled by the number of AVCs assocated wth the CVC or AVC Beam Group; and exceeds the thresholds n sectons 4.2 or 4.2v of ths Product Descrpton, NBN Co may dscard excess traffc upon ngress to the NBN Co Satellte Network. 4.3 Busness Rules regardng CVCs Customer must not acqure CVC capacty n a CVC TC-1 Bandwdth Profle, and NBN Co may declne to supply such capacty, f such acquston would result n Customer operatng a number of AVC TC-1s below the mnmum number of AVC TC-1s for that CVC Bandwdth Profle as set out n Table 9 below. CVC TC-1 Bandwdth Profle Mbps (CIR) Mnmum number of AVC TC-1s Table 9: CVC TC-1 dmensonng table. Customer must not acqure CVC capacty n a CVC TC-4 Bandwdth Profle, and NBN Co may declne to supply such capacty, f such acquston would SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

20 result n Customer operatng a number of AVC TC-4s below the mnmum number or above the maxmum number of AVC TC-4s for that CVC Bandwdth Profle as set out n Table 10 below: CVC TC-4 Download Mbps (CIR) Mnmum number of AVC TC-4s Maxmum number of AVC TC-4s Table 10: CVC TC-4 dmensonng table. (c) (d) (e) Subject to sectons 4.3(d) and 4.3(e) of ths Product Descrpton, f the number of AVCs assocated wth a CVC s reduced below the mnmum number of AVCs requred n sectons 4.3 or 4.3, Customer must modfy the CVC Bandwdth Profle for the CVC to comply wth the relevant secton. If the aggregate TC-4 downstream bandwdth capacty of all of Customer s CVCs s less than 40 Kbps multpled by the number of all of Customer s AVCs (40 Kbps threshold), NBN Co wll on one occason only, subject to avalable capacty, ncrease the CVC TC-4 Bandwdth Profle of one or more of Customer s CVCs to ensure a total aggregate downstream bandwdth capacty equal to or greater than the 40 Kbps threshold. If: NBN Co ncreases CVC bandwdth capacty under secton 4.3(d); and Customer subsequently does not requre the addtonal bandwdth capacty to acheve the 40 Kbps threshold due to AVC reductons, NBN Co may cease supplyng the addtonal bandwdth CVC capacty under secton 4.3(d). (f) Customer acknowledges that capacty suppled under secton 4.3(d) s lmted and s: suppled for the purpose of allowng Customer to mprove the enduser experence of exstng Customer Products for End Users recevng those Customer Products at the tme that NBN Co begns supplyng the addtonal capacty; and SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

21 not suppled for the purpose of allowng Customer to supply vared Customer Products whch consume ncreased ISS capacty or to supply Customer Products to addtonal End Users. (g) If Customer s AVCs comprse more than 30% of AVCs beng suppled by NBN Co to Customer and Other NBN Co Customers usng any gven satellte beam, Customer must, on NBN Co s request: assocate all of ts AVCs n that satellte beam wth a new CVC; splt CVC bandwdth capacty between ts CVCs as notfed by NBN Co; and not assocate AVCs carred on any other satellte beam wth the new CVC wthout NBN Co s pror wrtten consent. (h) () Customer must place all orders necessary to gve effect to sectons 4.3(c) to 4.3(g). The Product Techncal Specfcaton - Interm Satellte Servce provdes further nformaton regardng the use of CVCs. 4.4 Busness Rule regardng complance wth orderng processes When placng an order for the supply of any Product Component of the ISS, Customer must comply wth the orderng processes specfed n the NBN Co Satellte Operatons Manual or notfed by NBN Co to Customer from tme to tme. 4.5 Busness Rule regardng complance wth secton 3.2 Customer must comply wth secton 3.2 (End User elgblty) of ths Product Descrpton. 4.6 Further Busness Rules may be set out n the NBN Co Satellte Operatons Manual Customer agrees that further Busness Rules may be set out n the NBN Co Satellte Operatons Manual. 5 Product-specfc supply terms 5.1 Introducton Ths secton 5 sets out terms that specfcally apply to the supply of the ISS only. 5.2 Connectons to the UNI NBN Co s not responsble for any connectons made on the End User sde of any UNI on an NTD located at a Premses n connecton wth Customer s acquston of the ISS n respect of that Premses. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

22 NBN Co s not responsble for the supply, connecton, confguraton, operaton or mantenance of any Customer Premses Equpment (other than the NTD) located at a Premses n connecton wth NBN Co s supply of the ISS n respect of that Premses. 5.3 Connectons to NBN Co s appearance on the NBN Co Dstrbuton Frame Customer s responsble for separately acqurng, operatng and mantanng all connectons made to the Customer-sde of NBN Co s appearance on the NBN Co Dstrbuton Frame assocated wth the NNI. NBN Co s not responsble for any connectons made to the Customer-sde of NBN Co s appearance on the NBN Co Dstrbuton Frame assocated wth the NNI. 5.4 Hand back oblgatons (c) Wthn a reasonable perod of the commencement of supply of both of the Access Components n respect of a Premses (and n any event, wthn 4 weeks after the commencement of that supply), Customer must start supplyng a Customer Product to a Downstream Customer that reles on those Access Components as an nput. After Customer has started supplyng a Customer Product to a Downstream Customer that reles on the Access Components as an nput, Customer must not cease supplyng that Customer Product for a contnuous perod of more than 4 weeks wthout cancellng the supply of those Access Components. If Customer fals to comply wth sectons 5.4 or 5.4, except where that falure s contrbuted to by NBN Co, then NBN Co may, by gvng 5 Busness Days wrtten notce to Customer, wthdraw Customer s rght to access and use those Access Components and offer any Other NBN Co Customer the opton to access and use those Access Components. 5.5 IP addressng (c) Customer has the opton of choosng between publc IP addresses and prvate IP addresses for the ISS. The ISS requres a mnmum of 4 IP addresses per AVC. If Customer chooses: prvate IP addressng, then: A B NBN Co wll allocate a prvate IP addresses to each NTD; and If requred, Customer must provde a publc IP address pool and perform Network Address Translaton; or SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

23 publc IP addressng, then: A B Customer must provde ts own publc IP address pool; and NBN Co wll allocate publc IP addresses to each NTD. (d) (e) A mnmum of 256 contguous IP addresses wthn a sngle IP address s requred per Network Segment. IP addressng s more partcularly descrbed n the Product Techncal Specfcaton - Interm Satellte Servce. 5.6 NBN Pass-Through Informaton From tme to tme, NBN Co may provde nformaton to Customer that s relevant to an Elgble End User when accessng and usng certan parts of the NBN Co Satellte Network used to supply the ISS (NBN Pass-Through Informaton). Unless agreed otherwse by NBN Co n wrtng, Customer must (and must procure that ts Downstream Customers): provde NBN Pass-Through Informaton to each Elgble End User wthout delay after recevng NBN Pass-Through Informaton; and use reasonable endeavours to ensure that each Elgble End User comples wth any requrements set out n any NBN Pass-Through Informaton. (c) Customer may: provde NBN Pass-Through Informaton to ts Elgble End Users n any manner or form that Customer thnks ft; and permt ts Downstream Customers to provde NBN Co Pass-Through Informaton to Elgble End Users n any manner or form that Downstream Customer thnks ft. (d) By way of example only, NBN Co Pass-Through Informaton may nclude nformaton regardng: requrements for Elgble End Users to ensure that a 240 volt mans power supply s made avalable to supply electrcty to the NTD; and responses requred to alarms that may be generated by the NTD. 5.7 VLAN taggng Customer must comply wth the Vrtual Local Area Network (VLAN) taggng scheme set out n the Product Techncal Specfcaton - Interm Satellte Servce. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

24 5.8 Reference AVC NBN Co may provson one Reference AVC to a Premses agreed by Customer and NBN Co assocated wth each CVC suppled to Customer, whch utlses CVC capacty, for the purpose of NBN Co montorng performance of the NBN Co Satellte Network and supply of the ISS. Customer acknowledges that for the purposes of CVC capacty management and dmensonng, the Reference AVC wll be treated by the partes as an AVC suppled to Customer. 5.9 Retal plans and reportng Customer must provde NBN Co, at least monthly, a report settng out: the number of Customer Products suppled to End Users, grouped by retal plan (each plan beng defned by upload and download speed, upload and download data allowances and peak and off-peak perods, f any); and actual data usage per AVC End User usage reportng If avalable to t, NBN Co wll provde a monthly report whch dentfes the AVCs whch use the most data wthn each AVC Beam Group n the precedng month. Customer acknowledges that t must actvely manage the End Users dentfed n any report under clause 5.10 to mnmse ther mpact on the NBN Co Satellte Network, ncludng ther mpact on Customer s other End Users and Other NBN Co Customers end users. 6 Servce assurance package The followng Servce Levels apply to NBN Co s supply of the ISS to Customer: v v v v Access Component Connecton Servce Levels; AVC Modfcaton Servce Levels; CVC Modfcaton Servce Level; NBN Co Satellte Network Avalablty Servce Level; Help Desk Response Servce Level; Network Fault Rectfcaton Servce Levels; and Servce Fault Rectfcaton Servce Levels. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

25 Detals of these Servce Levels are set out n the Satellte Servce Levels Schedule. 7 Charges The followng Charges apply (where relevant) n connecton wth NBN Co s supply of the ISS to Customer: Descrpton AVC TC-4 (ncludng UNI) Recurrng Charges CVC TC-1 Recurrng Charges CVC TC-4 Recurrng Charges NNI Bearer Recurrng Charges Installaton and actvaton Charges Servce modfcaton Charges Servce management Charges Travel Charges Amount Refer to secton 2.1 of the Satellte Prce Lst Refer to sectons 2.2 of the Satellte Prce Lst Refer to sectons 2.3 of the Satellte Prce Lst Refer to secton 2.5 of the Satellte Prce Lst Refer to secton 3.1 of the Satellte Prce Lst Refer to secton 3.2 of the Satellte Prce Lst Refer to secton 3.3 of the Satellte Prce Lst Refer to secton 4 of the Satellte Prce Lst Table 11: Charges applyng to ISS 8 Defned terms and nterpretaton 8.1 Defned terms A captalsed term that s used n ths Product Descrpton has the meanng gven to that term n the Dctonary n secton 8.2 of ths Product Descrpton. If a captalsed term s not defned n the Dctonary for ths Product Descrpton, t has the meanng gven to that term n the Satellte Wholesale Broadband Agreement Modules or the Satellte WBA Product Catalogue, as the case may be. 8.2 Dctonary In ths Product Descrpton: ABG Program Gudelnes means the Australan Broadband Guarantee Program Gudelnes , as amended from tme to tme. Australan Broadband Guarantee or ABG means the Australan Government ntatve to facltate provson of hgh-qualty broadband servces to resdental and small busness premses unable to access commercal metro-comparable servces, partcularly those lvng n remote parts of Australa. Access Component means, n respect of the ISS, the UNI and/or the AVC, as the context requres. Access Vrtual Crcut or AVC has the meanng gven to that term n secton 1.1(c). SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

26 AVC Beam Group means all AVCs suppled to Customer n a sngle satellte beam or sub-beam as notfed to Customer by NBN Co under secton 8.3(c). AVC TC-1 Bandwdth Profle has the meanng gven to that term n secton 2.2(c). AVC TC-4 Bandwdth Profle has the meanng gven to that term n secton 2.2. Connectvty Vrtual Crcut or CVC has the meanng gven to that term n secton 1.1(c). Connectvty Servng Area or CSA means a geographcal regon that s addressable usng a sngle CVC. Customer Premses Equpment or CPE means any equpment suppled by Customer, a Downstream Customer or an End User at the Premses, and whch s not suppled by NBN Co. CVC Bandwdth Profle has the meanng gven to that term n secton 2.3. DBCDE means the Department of Broadband, Communcatons and the Dgtal Economy. Elgble End User has the meanng gven to that term n the End User Elgblty Crtera. Elgble End User Documentaton has the meanng gven to that term n secton 3.2(c) of ths Product Descrpton. End User Elgblty Crtera means the document enttled End User Elgblty Crtera (as amended from tme to tme n accordance wth the Satellte Wholesale Broadband Agreement) set out n Annexure 1 to ths Product Descrpton. GB means ggabyte. Gbps means ggabts per second. Indgenous Communty Councl means an ncorporated organsaton consttuted under state, terrtory or Australan Government legslaton actng on behalf of ts dscrete remote Aborgnal and/or Torres Strat Islander communty or admnsterng an actvty on behalf of another dscrete remote Aborgnal and/or Torres Strat Islander communty on a not-for-proft bass. Indgenous Communty Organsaton has the meanng gven to that term n the End User Elgblty Crtera. Interm Satellte Servce or ISS has the meanng gven to that term n secton 1.1. IP means nternet protocol. ISS Far Use Polcy has the meanng gven to that term n secton 4.2. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

27 Kbps means klobts per second. Layer 1 means the physcal layer of the Open System Interconnecton (OSI) model. Layer 2 means the data layer of the Open System Interconnecton (OSI) model. Layer 3 means the network layer of the Open System Interconnecton (OSI) model. Mbps means megabts per second. Metro-Comparable Servce has the meanng gven n the End User Elgblty Crtera. NBN Co Broadband Servce Locator or NBSL means the onlne tool admnstered by the DBCDE that enables Customer, a Downstream Customer or an End User to determne whether an End User s an Elgble End User. NBN Co Broadband Servce Locator ID or NBSL ID s the unque ID number ssued to Customer, a Downstream Customer or an End User by the NBN Co Broadband Servce Locator ndcatng that the End User s an Elgble End User. NBN Co Dstrbuton Frame means the NBN Co dstrbuton frame beng ether an optcal dstrbuton frame or copper dstrbuton frame. NBN Pass-Through Informaton has the meanng gven to that term n secton 5.6. Network Address Translaton or NAT means the process of modfyng IP address nformaton n IP packet headers whle n transt across a traffc routng devce. Network-Network Interface or NNI has the meanng gven to that term n secton 1.1(c)v. Network Termnaton Devce or NTD has the meanng gven to that term n secton 1.1(d). NNI Bearer Profle has the meanng gven to that term n secton 2.4. Network Segment means the communcaton bandwdth assocated to servces that transt over an outbound radofrequency carrer, and ts assocated radofrequency nbound carrers, provdng communcatons servces between the UNI and the NNI on the network segment. Not-For-Proft Organsaton has the meanng gven to that term n the End User Elgblty Crtera. Prorty One Elgble End User has the meanng gven to that term n the End User Elgblty Crtera. Prorty Two Elgble End User has the meanng gven to that term n the End User Elgblty Crtera. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

28 Reference AVC means an AVC confgured and provsoned by NBN Co wthn a CVC suppled to Customer. Resdental End User has the meanng gven to that term n the End User Elgblty Crtera. SIP means Sesson-Intated Protocol. Small Busness End User has the meanng gven to that term n the End User Elgblty Crtera. User Network Interface or UNI has the meanng gven to that term n secton1.1(c). 8.3 Interpretaton The rules of nterpretaton set out n clause H5 of the Satellte Wholesale Broadband Agreement Modules apply to ths Product Descrpton. References to download and upload speeds n ths Product Descrpton are to the maxmum peak speeds that the NBN Co Satellte Network s desgned to make avalable to the Premses. The speeds actually experenced by Downstream Customers and End Users wll depend upon a number of factors ncludng: v v v the contenton ratos that are determned by Customer; the equpment that s used by Customer, Downstream Customers and End Users; the nature and qualty of the Customer Products and/or Downstream Products acqured by Downstream Customers (ncludng whether Customer Products nclude peak and off-peak data allowances); the number of smultaneous Downstream Customers and End Users usng the relevant Customer Product or Downstream Product; the nature and qualty of the connecton at the relevant Premses; and the applcatons run by End Users. (c) NBN Co wll, from tme to tme, notfy Customer of AVC Beam Groups based on the beams or sub-beams of the NBN Co Satellte Network whch NBN Co uses to carry AVCs, and a reference to AVC Beam Group capacty s a reference to the aggregate bandwdth capacty of the AVCs comprsng an AVC Beam Group. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

29 Annexure 1 End User Elgblty Crtera 1.1 Elgble End Users An Elgble End User s an End User acqurng a Customer Product or a Downstream Product under a contract who: does not have access to a Metro-Comparable Servce, accordng to the NBN Co Broadband Servce Locator; and s ether: a Resdental End User, as defned n secton 1.3; a Small Busness End User, as defned n secton 1.4; an Indgenous Communty Organsaton, as defned n secton 1.5; v a Not-For-Proft Organsaton, as defned n secton 1.6; v an Educatonal Faclty, as defned n secton 1.7; v v a Health Faclty, as defned n secton 1.8; or a Local Government Faclty, as defned n secton 1.9; and (c) s ether: a Prorty One Elgble End User, as defned n secton 1.10; or a Prorty Two Elgble End User, as defned n secton Metro-Comparable Servce A Metro-Comparable Servce s a servce defned n the ABG program gudelnes as a Metro-comparable Broadband Servce from tme to tme, whch at the date of ths document s a servce that has the followng features: (c) access to the Internet at a peak data speed of at least 512/128 kbps and 3GB per month usage allowance (wth no restrctons wthn these lmts on downloads or uploads or usage tme); a prce to the End User over three years of no more than $2500 (nc GST) ncludng equpment, nstallaton, connecton, account establshment, travel costs and ongong provson of the servce; and the servce provder offerng the broadband servce can nstall the servce wthn a reasonable perod of tme. By way of non-exhaustve llustratve example, commercal broadband servces that fall wthn the Metro-Comparable Servce defnton nclude: SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

30 (d) ADSL and ADSL 2+; (e) (f) 3G wreless n hand held areas, ncludng those that requre a Yag external antenna; and a fxed wreless servce provded under the ABG Program Gudelnes. 1.3 Resdental End Users A Resdental End User s an End User who s suppled wth a Customer Product or Downstream Product: at the End User s Prncpal Place of Resdence; and has been resdng at the Premses for at least twelve months pror to the placement of the relevant order, or ntends to resde at the Premses for at least twelve months after the placement of the relevant order. (c) A Resdental End User can only acqure Customer Product or Downstream Products whch rely on one AVC at the relevant premses. In ths secton 1.3, an End User s Prncpal Place of Resdence s that End User s sole or prncpal place of resdence for at least 12 consecutve months, durng whch the resdence s exclusvely avalable to the End User, and whch s self-contaned and supports ndependent lvng. A Prncpal Place of Resdence can nclude: v v v a dstnct house, ncludng a granny flat on a block of ground under a sngle ttle; a flat or apartment n a block of flats or apartments; houses, cottages or other dwellngs on a farmng property that are separate places of resdence for the property owner and staff member(s); self-contaned and dstnct places of resdence wthn retrement vllages and nursng homes; a caravan, cabn or lke structure that s permanently located at a partcular locaton (.e. the premses cannot be moved) and s the prncpal place of resdence of the End User; and a permanently moored vessel that s the prncpal place of resdence of the End User. (d) Notwthstandng secton 1.3(c), the followng are not a Prncpal Place of Resdence: SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

31 v v premses that are ordnarly occuped by a partcular occupant for less than 12 consecutve months these nclude hotel rooms, holday apartments, servced apartments, boarders rooms, dormtores and self-contaned rooms that are used by more than one occupant on a rotatng bass (or other smlar arrangement); barracks (both mltary and cvlan); premses wthout a permanent power supply; any moble premses (for example, boat, caravan or bus) or a demountable or other temporary buldng that s not permanently located n a partcular locaton; and vacant land on whch Customer Premses Equpment s erected, unless the ste s drectly connected to the Premses of a Resdental End User (such as a satellte dsh bult next to a house). 1.4 Small Busness End Users A Small Busness End User s an End User who: v s suppled wth a Customer Product or Downstream Product at a Small Busness End User Premses; must have no more than 20 full tme equvalent employees; must only have Customer Product or Downstream Product s whch rely on one AVC at each place of busness; and must not be a Resdental End User. (c) In ths secton 1.4, a Small Busness End User Premses must be a unque work locaton. If the busness s co-located n premses wth other busnesses, the busness must have a clearly dentfed work locaton. Notwthstandng secton 1.4, the followng are not Small Busness End User Premses: vacant land; a temporary or other demountable buldng that s not permanently located at a partcular locaton; buldngs such as sheds, barns or outbuldngs that have been erected for the purposes of housng lvestock, machnery or other equpment assocated wth the operaton of the busness but are not the Small Busness End User s prmary place of operaton. However, f that buldng s the resdence of an End User (for example, a farm SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

32 worker), that End User may be a Resdental End User f they satsfy the requrements outlned n secton 1.3; and v a ste establshed for re-transmsson of broadband servces. (d) (e) Notwthstandng secton 1.4, Government organsatons, ncludng Commonwealth, state and local government organsatons, wth the excepton of Indgenous Communty Organsatons, are not Small Busness End Users. Notwthstandng secton 1.4, Educaton organsatons ncludng tertary nsttutons, secondary and prmary schools, chldcare and day care centres and other educaton facltes (regardless of whether they are Government controlled or prvate) are not Small Busness End Users. 1.5 Indgenous Communty Organsatons An Indgenous Communty Organsaton s any organsaton that NBN Co reasonably consders to be an Indgenous Communty Organsaton. In makng ths determnaton, NBN Co wll consult wth the Regonal & Indgenous Communcatons Branch of the DBCDE to receve gudance on the dentty and bona fdes of the organsaton. An Indgenous Communty Councl may be an Indgenous Communty Organsaton and acqure a Customer Product or Downstream Product : as a busness usng broadband servces for ts own busness purposes; and/or subject to NBN Co s pror wrtten approval, on behalf of resdental End Users wthn the relevant Indgenous communty. (c) If an Indgenous Communty Councl beleves t s an Indgenous Communty Organsaton, that Indgenous Communty Councl must have a unque work locaton set up n a manner that represents a dstnct place of operaton for the Indgenous Communty Councl organsaton. (d) The Customer Product or Downstream Product must be regstered n the name of the Indgenous Communty Councl whch wll be responsble for all End User oblgatons n relaton to the servce. 1.6 Not For Proft Organsatons A Not-For-Proft Organsaton s any organsaton that NBN Co reasonably consders to be: formed for socal recreatonal, educatonal, chartable, phlanthropc or other lawful purposes, where any proft earned can only be SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

33 appled for the purposes of the organsaton as a whole and not dstrbuted to ndvdual members; v v s not assocated wth any Commonwealth, State, Terrtory or local Government agency; has no more than the equvalent of 20 full-tme employees; has a unque Australan Busness Number; and has a unque work locaton set up n a manner that represents a dstnct place of operaton for the Not-For-Proft Organsaton. (c) In makng ths determnaton, NBN Co wll consult wth DBCDE to receve gudance on the dentty and bona fdes of the not-for-proft nature of the organsaton. The Not-For-Proft Organsaton must only have Customer Product or Downstream Products whch rely on one AVC at each place of busness. 1.7 Educatonal Faclty An Educatonal Faclty s any organsaton that NBN Co reasonably consders to be: a prvately or publcally funded prmary or secondary school; a prvately or publcally funded preschool or kndergarten faclty; or an adult regstered tranng and educaton faclty whch provdes ongong servces. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

34 (c) (d) NBN Co may determne that other educatonal facltes qualfy as an Educatonal Faclty, as determned on a case by case bass. In makng the determnatons n and above, NBN Co wll consult wth DBCDE to receve gudance on the dentty and bona fdes of the educatonal nature of the organsaton. In ths secton 1.7, an educatonal faclty locaton s the prncpal place of learnng for the Educatonal Faclty, such as a campus. In some crcumstances there may be multple buldngs or classrooms wthn the same educatonal faclty locaton. Each educatonal faclty locaton may only acqure Customer Product or Downstream Products whch rely on one AVC at each locaton. 1.8 Health Faclty A Health Faclty s any organsaton that NBN Co reasonably consders to be:: a general practce; a specalst medcal servce or surgery; or a communty health centre. (c) (d) NBN Co may determne that other health facltes qualfy as a Health Faclty, as determned on a case by case bass. In makng the determnatons n and above, NBN Co wll consult wth DBCDE to receve gudance on the dentty and bona fdes of the health faclty nature of the organsaton. In ths secton 1.8, a health faclty locaton s defned as a dstnct place of busness for the Health Faclty such as a surgery. In some crcumstances there may be multple practtoners sharng the same surgery wthn the same health faclty locaton. Each health faclty locaton may only acqure Customer Product or Downstream Products whch rely on one AVC at each locaton. 1.9 Local Government Faclty A Local Government Faclty s any organsaton that NBN Co reasonably consders to be: a local government chldcare centre; a lbrary; a councl offce; SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

35 v v v an Indgenous communty faclty operated by local government; an aged care and accommodaton faclty; or a communty health centre. (c) (d) NBN Co may determne other local government facltes, whch provde servces to the local communty, qualfy as a Health Faclty, as determned on a case by case bass. In makng the determnatons n and above, NBN Co wll consult wth DBCDE to receve gudance on the dentty and bona fdes of a local government faclty. In ths secton 1.9, a local government faclty locaton s defned as a dstnct place of busness operated by the local councl. In some n crcumstances where there may be multple communty servces provded by the same local government faclty locaton. Each local government faclty locaton can only acqure Customer Product or Downstream Products whch rely on one AVC at each locaton Prorty One Elgble End Users A Prorty One Elgble End User s an End User who has never had an ABG servce Prorty Two Elgble End Users A Prorty Two Elgble End User s an End User who has: a workng ABG servce that was connected more than three years ago; or an ABG servce that was connected less than three years ago but have lost ther ABG servce through no fault of ther own (e.g. where the End User has lost an ABG servce due to natural dsasters, or a new tenant or resdent End User has moved nto a Premses n respect of whch an ncomplete or faulty ABG servce s n place, or where an End User s ABG servce s faulty and s not covered by the ABG 3 year warranty perod) Prorty n case of excess demand If NBN Co receves orders for the ISS from Customer and Other NBN Co Customers n respect of more than 1000 End Users n any month durng the Term (or any other lmt as NBN Co may reasonably determne and notfy to Customer), NBN Co may manage any addtonal new orders by prortsng Prorty One Elgble End Users above Prorty Two Elgble End Users n accordance wth NBN Co s Non- Dscrmnaton Oblgatons. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

36 1.13 Addtonal Customer Oblgatons As a condton of provdng servces to Educaton, Health and Local Government Facltes, Customers are oblged to advse End Users: that the Interm Satellte Servce s not a busness grade servce and the Servce Levels whch apply are those contaned n the exstng Satellte Servce Levels Schedule; of the sutablty of ths servce, ncludng: A B that the Interm Satellte Servce should not be used for msson crtcal servces such as tele-medcal procedures; and the potental mpact on the End User experence of multple End Users usng one AVC; and that NBN Co s not responsble for any nternet content flterng. 2 Appeals process for elgblty determnatons Customer may appeal a determnaton as to whether or not an End User s an Elgble End User n accordance wth the NBN Co Satellte Operatons Manual. Customer must communcate wth the End User n respect of all matters assocated wth the appeal regardng the End User s elgblty. SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

37 Annexure 2 POI 1 POI locaton POIs for the ISS wll be establshed at the followng two locatons: Ultmo, NSW, 2007; and Mascot, NSW, SFAA - Satellte WBA Product Catalogue - Product Descrpton - Interm Satellte Servce release June

38 Satellte Servce Levels Schedule RELEASE

39 1 Introducton to the Satellte Servce Levels Schedule 1.1 Satellte Wholesale Broadband Agreement Ths document consttutes the Satellte Servce Levels Schedule for the purposes of the Satellte Wholesale Broadband Agreement. 1.2 Scope of ths document Ths document sets out the Servce Levels that wll apply n respect of NBN Co s supply of certan Products to Customer. 1.3 No servce level rebates apply NBN Co wll not be requred to pay or credt any amounts or rebates to Customer f NBN Co fals to meet any Servce Level. 1.4 Crcumstances excluded from measurement of NBN Co s performance The measurement of NBN Co s performance n meetng Servce Levels (ncludng n determnng when a Network Segment s deemed to be Unavalable) wll exclude any effect or delay caused or contrbuted by: (c) (d) (e) a Customer Event; an Excluded Event; a Permtted Event; the performance of work authorsed by NBN Co n respect of specfc network equpment at a scheduled tme, n accordance wth the Managed Servce Supply Terms; or any matter, thng, event or crcumstance for whch NBN Co s not legally responsble for under ths Agreement or s not wthn NBN Co s reasonable control and whch NBN Co reasonably consders does, wll, or s lkely to, adversely mpact on the ablty of NBN Co to meet that Servce Level, ncludng: v Sun Transt; extreme or otherwse adverse weather condtons; act of God; nstallatons n respect of non-typcal premses, such as hertage buldngs or buldngs that are dffcult to access; SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

40 v v falures or delays n obtanng approvals or consents from relevant persons or enttes, such as local councls, buldng managers and landlords; and nablty to gan access to a Premses or other relevant locaton to perform works, ncludng due to refusal of entry or lock-out. 1.5 Other relevant terms Certan terms regardng NBN Co s oblgaton to supply certan Products n accordance wth the Servce Levels and other related matters are set out elsewhere n the Satellte Wholesale Broadband Agreement. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

41 2 Access Component connectons 2.1 Access Component Connecton Servce Levels Locaton of Premses Zone 1 and Zone 2 Zone 3 Zone 4 Successful completon of Access Component Connecton 20 Busness Days 25 Busness Days Best efforts Table 1: Access Component Connecton Servce Levels Servce Levels Table 1 sets out the Servce Levels (the Access Component Connecton Servce Levels) that apply n respect of the tmeframes wthn whch NBN Co wll successfully complete the nstallaton, commssonng, testng, connecton and actvaton of Access Components of the ISS suppled by NBN Co to Customer n respect of a Premses that s beng performed as part of a Standard Installaton (an Access Component Connecton). Exclusons The Access Component Connecton Servce Levels do not apply n respect of: Access Component Connectons performed as part of Non Standard Installatons; or the connecton and actvaton of the CVC or NNI Product Components of the ISS. (c) The Access Component Connecton Servce Levels do not apply unless NBN Co s already supplyng the CVC and NNI Product Components of the ISS that are assocated wth the supply of the Access Components of the ISS n respect of the Premses. Measurement (d) For the purpose of determnng whether NBN Co has successfully completed an Access Component Connecton wthn the applcable Access Component Connecton Servce Level: the measurement of NBN Co s performance wll commence on the later of: SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

42 A B the tme at whch NBN Co receves a vald order from Customer for the Access Components at a Premses n accordance wth the NBN Co Satellte Operatons Manual (n ths secton 2.1(d), Order Recept) usng the local tme at the locaton of that Premses (not at the local tme at the locaton at whch Customer has placed that order or the local tme at the locaton at whch NBN Co has receved that order); and the tme at whch NBN Co verfes that the Access Component Connecton s, n fact, beng performed as part of a Standard Installaton; f Order Recept occurs: A B C at or between 12:00 am and 7:59 am on a partcular Busness Day, t s deemed that Order Recept occurs at 8:00 am on that same Busness Day; at or between 8:00 am and 5:00 pm on a partcular Busness Day, Order Recept occurs at the relevant tme; or at or between 5:01 pm and 11:59 pm on a partcular Busness Day or on a day that s not a Busness Day, t s deemed that Order Recept occurs at 8:00 am on the next Busness Day; the measurement of NBN Co s performance wll end at the tme at whch: A B NBN Co, actng reasonably, consders that t has successfully completed the Access Component Connecton; and NBN Co notfes Customer (ether through SharePont, by telephone, by emal or by such other means as may be notfed by NBN Co to Customer from tme to tme) that t has successfully completed the Access Component Connecton; and v the measurement of NBN Co s performance wll exclude: A f: the Elgble End User does not accept the frst offered date for the performance of the Access Component Connecton dentfed by NBN Co (such date beng a reasonable perod after NBN Co frst contacts the Elgble End User to arrange an appontment); or SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

43 the Elgble End User s not ready for the performance of the Access Component Connecton at the tme agreed wth NBN Co, the perod between the frst offered date or the agreed date (as the case may be) and the actual date on whch NBN Co arrves at the relevant Premses to perform the Access Component Connecton; B C D f the End User has gven ncorrect nformaton to NBN Co when answerng reasonable nstallaton questons and that ncorrect nformaton had a materal adverse effect on the ablty of NBN Co to successfully complete the Access Component Connecton on the date of the frst vst to the Premses, the perod between the frst vst and the second vst; f any delvery, nstallaton, commssonng and testng of any NBN Co Equpment s delayed due to a request from Customer, the Downstream Customer or the End User to defer that delvery, nstallaton commssonng and testng, the perod of that delay; and f any nstallaton, commssonng, testng, connecton and actvaton s delayed due to an equpment shortage that s not attrbutable to a Fault or msmanagement by NBN Co, the perod of that delay. (e) By way of example only, f: Customer valdly places an order for the Access Components n respect of a Premses located n Sydney by 6:00 pm Sydney tme; and NBN Co receves that order n Perth by 4:00 pm Perth tme on the same Busness Day, then, for the purposes of determnng whether NBN Co has successfully completed the Access Component Connecton wthn the relevant Servce Level, t s deemed that Order Recept occurred at 8:00 am Sydney tme on the next Busness Day. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

44 3 AVC modfcaton 3.1 AVC Modfcaton Servce Levels Actvty AVC Modfcaton No Ste Vst Requred AVC Modfcaton Ste Vst Requred Servce Level 3 Busness Days Zone 1 and Zone 2 Zone 3 Zone 4 20 Busness Days 25 Busness Days Best efforts Table 2: AVC Modfcaton Servce Levels Servce Levels Table 2 sets out the Servce Levels (the AVC Modfcaton Servce Levels) that apply n respect of the tmeframes wthn whch NBN Co wll successfully complete the modfcaton of the bandwdth of an AVC of the ISS suppled by NBN Co to Customer n respect of an NTD at a Premses (an AVC Modfcaton). Measurement For the purposes of determnng whether NBN Co has successfully completed an AVC Modfcaton wthn the applcable AVC Modfcaton Servce Level: the measurement of NBN Co s performance wll commence at the tme at whch NBN Co receves a vald order from Customer for the AVC Modfcaton n accordance wth the NBN Co Satellte Operatons Manual (n ths secton 3.1, Order Recept) usng the local tme at the locaton of that Premses (not at the local tme at the locaton at whch Customer s placed that order or the local tme at the locaton at whch NBN Co receved that order); f Order Recept occurs: A B C at or between 12:00 am and 7:59 am on a partcular Busness Day, t s deemed that Order Recept occurs at 8:00 am on that same Busness Day; at or between 8:00 am and 5:00 pm on a partcular Busness Day, Order Recept occurs at the relevant tme; at or between 5:01 pm and 11:59 pm on a partcular Busness Day or on a day that s not a Busness Day, t s SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

45 deemed that Order Recept occurs at 8:00 am on the next Busness Day; and the measurement of NBN Co s performance wll end at the tme at whch: A B NBN Co, actng reasonably, consders that t has successfully completed the AVC Modfcaton; and NBN Co notfes Customer (ether through SharePont, by telephone, by emal or by such other means as may be notfed by NBN Co to Customer from tme to tme) that t has successfully completed the AVC Modfcaton. (c) By way of example only, f: Customer valdly places an order for an AVC Modfcaton n respect of a Premses located n Sydney by 6:00 pm Sydney tme; and NBN Co receves that order n Perth by 4:00 pm Perth tme on the same Busness Day, 4 CVC modfcaton then, for the purposes of determnng whether NBN Co has successfully completed the AVC Modfcaton wthn the relevant Servce Level, t s deemed that Order Recept occurred at 8:00 am Sydney tme on the next Busness Day. 4.1 CVC Modfcaton Servce Level Actvty CVC Modfcaton Servce Level 7 Busness Days Table 3: CVC Modfcaton Servce Level Servce Levels Table 3 sets out the Servce Level (the CVC Modfcaton Servce Level) that apples n respect of the tmeframes wthn whch NBN Co wll successfully complete the modfcaton of the bandwdth of a CVC of the ISS suppled by NBN Co to Customer n respect of an NTD at a Premses (a CVC Modfcaton). Measurement For the purpose of determnng whether NBN Co has successfully completed a CVC Modfcaton wthn the CVC Modfcaton Servce Level: SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

46 the measurement of NBN Co s performance wll commence at the tme at whch NBN Co receves a vald order from Customer for the CVC Modfcaton n accordance wth the NBN Co Satellte Operatons Manual (n ths secton 4.1, Order Recept) usng the local tme at the locaton of that Premses (not at the local tme at the locaton at whch Customer has placed that order or the local tme at the locaton at whch NBN Co has receved that order); f Order Recept occurs: A A B at or between 12:00 am and 7:59 am on a partcular Busness Day, t s deemed that Order Recept occurs at 8:00 am on that same Busness Day; at or between 8:00 am and 5:00 pm on a partcular Busness Day, Order Recept occurs at the relevant tme; at or between 5:01 pm and 11:59 pm on a partcular Busness Day or on a day that s not a Busness Day, t s deemed that Order Recept occurs at 8:00 am on the next Busness Day; and the measurement of NBN Co s performance wll end at the tme at whch: A B NBN Co, actng reasonably, consders that NBN Co has successfully completed the CVC Modfcaton; and NBN Co notfes Customer (ether through SharePont, by telephone, by emal, or by such other means as may be notfed by NBN Co to Customer from tme to tme) that t has successfully completed the CVC Modfcaton. (c) By way of example only, f: Customer valdly places an order for a CVC Modfcaton n Sydney by 6:00 pm Sydney tme; and NBN Co receves that order n Perth by 4:00 pm Perth tme on the same Busness Day, then, for the purposes of determnng whether NBN Co has successfully completed the CVC Modfcaton wthn the Servce Level, t s deemed that Order Recept occurred at 8:00 am Sydney tme on the next Busness Day. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

47 5 NBN Co Satellte Network avalablty 5.1 NBN Co Satellte Network Avalablty Servce Level Actvty Servce Level NBN Co Satellte Network Avalablty 99.5% Table 4: NBN Co Satellte Network Avalablty Servce Level Servce Levels Table 4 sets out the Servce Level that apples n respect of the Avalablty of the NBN Co Satellte Network (NBN Co Satellte Network Avalablty Servce Level). Measurement For the purposes of the NBN Co Satellte Network Avalablty Servce Level, a reference to Avalablty means: (Measurement Perod Unavalable Perod) x 100% Measurement Perod where: Measurement Perod means the number of mnutes n a calendar year of days (beng 525,960 mnutes); and Unavalable Perod means: A the number of mnutes n the Measurement Perod durng whch the NBN Co Satellte Network beng Unavalable n accordance wth secton 5.1(d), less: B the number of mnutes n the Measurement Perod durng whch the NBN Co Satellte Network s Unavalable due to an excluson under secton 5.1(e). Measurement of Unavalablty (c) (d) The NBN Co Satellte Network Avalablty Servce Level wll be measured n respect of the avalablty from the UNI (on the Performance Co-locate NTD) to the NNI by measurng each set of Performance Co-locate NTDs assgned to each Network Segment. Subject to secton 5.1(e), a Network Segment of the NBN Co Satellte Network wll be deemed to be Unavalable when: SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

48 both Performance Co-locate NTDs for the Network Segment arenonresponsve to a png test conducted between a Performance Colocate NTD and ts correspondng NNI at the POI; both Performance Co-locate NTDs for the for the Network Segment report greater than 50% contnuous png losses over a 1 mnute perod; and f a Fault s dentfed wthn the relevant Network Segment, that Fault s verfed by NBN Co as a Network Fault. (e) A Network Segment of the NBN Co Satellte Network wll not be deemed to be Unavalable to the extent that the perod of the unavalablty s 30 seconds. 6 Network Fault rectfcaton 6.1 Help Desk Response Servce Level Actvty Help Desk answerng calls durng Core Hours Servce Level 80% of calls to be answered wthn 60 seconds Table 5: Help Desk Response Servce Level Servce Levels Table 5 sets out the Servce Level that apples n respect of the tme wthn whch the NBN Co Help Desk wll answer telephone calls made by Customers to the NBN Co Help Desk durng Core Hours n respect of NBN Co Satellte Network Faults (Help Desk Response Servce Level). SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

49 6.2 Network Fault Rectfcaton Servce Levels Severty Tme to respond Progress report Severty 1 Network Fault Severty 2 Network Fault Severty 3 Network Fault 30 mnutes after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 60 mnutes after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 2 hours after the tme at whch Customer valdly reports the Network Fault to Managed Servce Provder n accordance wth the NBN Co Satellte Operatons Manual Hourly Every 2 hours After rectfcaton Tme to rectfy wthn the Core Hours 4 hours after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 8 hours after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 24 Core Hours after the tme at whch Customer valdly reports the Network Fault to Managed Servce Provder n accordance wth the NBN Co Satellte Operatons Manual Tme to rectfy outsde of Core Hours 6 hours after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 10 hours after the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual 24 Core Hours after the tme at whch Customer valdly reports the Network Fault to Managed Servce Provder n accordance wth the NBN Co Satellte Operatons Manual Table 7: Network Fault Rectfcaton Servce Levels SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

50 Servce Levels Table 7 sets out the Servce Levels (Network Fault Rectfcaton Servce Levels) that apply n respect of the tmeframes wthn whch NBN Co wll respond to, provde progress reports n respect of and successfully rectfy NBN Co Satellte Network faults that are valdly reported by Customer to NBN Co n accordance wth the NBN Co Satellte Operatons Manual and whch adversely mpact the NBN Co Satellte Network (or any ISS or any Product Component of any ISS suppled by NBN Co to Customer n respect of a Premses, excludng a Servce Fault) (Network Fault). Measurement For the purpose of determnng whether NBN Co has responded to, provded progress reports n respect of and successfully rectfed a Network Fault wthn the relevant Servce Level: the measurement of NBN Co s performance wll commence at the tme at whch Customer valdly reports the Network Fault to NBN Co n accordance wth the NBN Co Satellte Operatons Manual (usng the local tme at the locaton at whch NBN Co has receved that report); and f the tme at whch Customer valdly reports the Network Fault occurs: A B C at or between 12:00 am and 7:59 am on a partcular Busness Day, t s deemed that the Fault report occurs at 8:00 am on that same Busness Day; at or between 8:00 am and 5:00 pm on a partcular Busness Day, the Fault report occurs at the relevant tme; at or between 5:01 pm and 11:59 pm on a partcular Busness Day or on a day that s not a Busness Day, t s deemed that the Fault report occurs at 8:00 am on the next Busness Day; and the measurement of NBN Co s performance wll end at the tme at whch: A B NBN Co, actng reasonably, consders that NBN Co has responded to, provded progress reports n respect of or successfully rectfed (as applcable) the Network Fault; and NBN Co notfes Customer (ether through SharePont, by telephone, by emal, or by such other means as may be notfed by NBN Co to Customer from tme to tme) that NBN SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

51 6.3 Servce Fault Rectfcaton Servce Levels Co has responded to, provded progress reports n respect of or successfully rectfed (as applcable) the Network Fault. No. Actvty Servce Level 1. Rectfcaton of a Soft Fault n respect of an ndvdual ISS 5 Busness Days 2. Identfcaton of a Hard Fault n respect of an ndvdual ISS 5 Busness Days 3. Rectfcaton of a Hard Fault n respect of an ndvdual ISS, after Hard Fault has been dentfed (n respect of a Premses that s located wthn Zone 1 or Zone 2) 4. Rectfcaton of a Hard Fault n respect of an ndvdual ISS, after Hard Fault has been dentfed (suppled n respect of a Premses that s located wthn Zone 3) 5. Rectfcaton of a Hard Fault n respect of an ndvdual ISS (suppled n respect of a Premses that s located n Zone 4) 7 Busness Days 15 Busness Days Best efforts Table 8: Servce Fault Rectfcaton Servce Levels Servce Levels Table 8 sets out the Servce Levels (the Servce Fault Rectfcaton Servce Levels) that apply n respect of the tmeframes wthn whch NBN Co wll successfully rectfy Soft Faults and Hard Faults: that are valdly reported by Customer to NBN Co n accordance wth the NBN Co Satellte Operatons Manual; and whch adversely mpact any Customer Product or Downstream Product that reles on the ISS as an nput, Measurement where that ISS that s suppled n respect of a Premses where the NTD was nstalled as part of a Standard Installaton (not a Non-Standard Installaton) (Servce Fault). For the purpose of determnng whether NBN Co has successfully met a Servce Fault Rectfcaton Servce Level: the measurement of NBN Co s performance n respect of the Servce Levels: A numbered 1-2 n Table 8 wll commence at the tme at whch Customer valdly reports the Servce Fault to NBN Co; and SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

52 B numbered 3-5 n Table 8 wll commence at the tme at whch tme NBN Co rases a mantenance call-out n respect of that Servce Fault, n accordance wth the NBN Co Satellte Operatons Manual usng the local tme at the locaton of that Premses (not at the local tme at the locaton from whch Customer valdly reported that Servce Fault to NBN Co or the local tme at the locaton at whch NBN Co receved that report); f the tme at whch Customer valdly reports the Network Fault occurs: A B C at or between 12:00 am and 7:59 am on a partcular Busness Day, t s deemed that the Fault report occurs at 8:00 am on that same Busness Day; at or between 8:00 am and 5:00 pm on a partcular Busness Day, the Fault report occurs at the relevant tme; at or between 5:01 pm and 11:59 pm on a partcular Busness Day or on a day that s not a Busness Day, t s deemed that the Fault report occurs at 8:00 am on the next Busness Day; the measurement of NBN Co s performance wll end at the tme at whch: A B NBN Co, actng reasonably, consders that NBN Co has successfully rectfed the Servce Fault; and NBN Co notfes Customer (ether by telephone, by emal, or by such other means as may be notfed by NBN Co to Customer from tme to tme) that NBN Co has successfully rectfed the Servce Fault; and v the measurement of NBN Co s performance wll exclude: A f: the Elgble End User does not accept the frst offered date for NBN Co to vst the Premses for the purposes of rectfyng the Servce Fault (such date beng a reasonable perod after NBN Co frst contacts the Elgble End User to arrange an appontment); or the Elgble End User s not ready for NBN Co to perform the rectfcaton works at the agreed tme, SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

53 the perod between the frst offered date or the agreed date (as the case may be) and the actual date on whch NBN Co arrves at the relevant Premses to rectfy the Servce Fault; B C D E f the End User has gven ncorrect nformaton to NBN Co when answerng reasonable fault-related questons and that ncorrect nformaton had a materal adverse effect on NBN Co s ablty to rectfy the Servce Fault on the frst vst, the perod between the frst vst and the second vst; f any wlful damage to any NBN Co Equpment causes or contrbutes to the occurrence of the Servce Fault, the perod between the occasonng of that damage and the rectfcaton of that damage; f the performance of the rectfcaton works s delayed due to a request from Customer, the Downstream Customer or the End User to defer the performance of those rectfcaton works, the perod of that delay; and f the performance of the actvty was delayed by temporary lack of access to the NTD due to an act by Customer, the Downstream Customer or the End User, the perod of that delay. (c) By way of example only, f: Customer valdly reports to NBN Co a Servce Fault n respect of a Premses located n Sydney by 6:00 pm Sydney tme; and NBN Co receves that report n Perth by 4:00 pm Perth tme on the same Busness Day, 7 Dctonary 7.1 Defntons then, for the purposes of determnng whether NBN Co has successfully rectfed that Servce Fault wthn the relevant Servce Level, t s deemed that Order Recept occurred at 8:00 am Sydney tme on the next Busness Day. A captalsed term that s used n ths Satellte Servce Levels Schedule has the meanng gven to that term n the Dctonary n secton 7.2 of ths Satellte Servce Levels Schedule. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

54 If a captalsed term s not defned n the Dctonary for ths Satellte Servce Levels Schedule, t has the meanng gven to that term n the Satellte Wholesale Broadband Agreement Modules or the Satellte WBA Product Catalogue, as the case may be. 7.2 Dctonary In ths Satellte Servce Levels Schedule: Access Component Connecton has the meanng gven to that term n secton 2.1. Access Component Connecton Servce Levels has the meanng gven to that term n secton 2.1. Avalablty has the meanng gven to that term n secton 5.1. AVC Modfcaton has the meanng gven to that term n secton 3.1. AVC Modfcaton Servce Levels has the meanng gven to that term n secton 3.1. Core Hours means hours between 8:00 am and 8:00 pm Sydney tme. CVC Modfcaton has the meanng gven to that term n secton 4.1. CVC Modfcaton Servce Level has the meanng gven to that term n secton 4.1. Hard Fault means an NBN Fault that s an NTD fault requrng replacement or realgnment that may requre an On Ste Mantenance Callout. Help Desk means the servce help desk operated by the Managed Servce Provder, whch Customer can contact to rase queres n relaton to the ISS. Help Desk Response Servce Level has the meanng gven to that term n secton 6.1. Identfcaton means the process for dentfyng whether a Fault s a Hard Fault and requres replacement of hardware or an On Ste Mantenance Callout s requred. NBN Co Satellte Network Avalablty Servce Level has the meanng gven to that term n secton 5.1. Network Fault has the meanng gven to that term n secton 6.2. Network Fault Rectfcaton Servce Levels has the meanng gven to that term n secton 6.2. Network Segment means the communcaton bandwdth assocated to servces that transt over an outbound radofrequency carrer, and ts assocated radofrequency nbound carrers, provdng communcatons servces between the UNI and the NNI on the network segment. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

55 No Ste Vst Requred means the performance of works by NBN Co Personnel to modfy an AVC that does not requre NBN Co Personnel to attend the locaton of the Premses to whch the AVC relates for the purpose of modfyng that AVC. Order Recept has the meanng gven to that term n secton 2.1(d)A, 3.1, or 4.1 (as the case may be). Performance Co-locate NTD means an NTD used to measure performance of a Network Segment. Permtted Event means: (c) (d) (e) an act or omsson of a thrd party mpactng the Managed Servce Provder s transponders or ts ablty to restore the Managed Servces; a falure of any equpment or servce operated or provded by thrd party other than the Managed Servce Provder; a performance falure resultng from a POI not havng full geographc redundancy; an nflux of telephone calls due to adverse whether condtons or hgh than forecast sales volumes; or an nflux of calls caused by an nvald or frvolous telephone calls. Ran Fade Event means an nterrupton of the ISS suppled n respect of an NTD at a Premses that can be attrbuted to ran attenuaton or other atmospherc nterference of the radofrequency sgnal. Servce Fault has the meanng gven to that term n secton 6.3. Servce Fault Rectfcaton Servce Levels has the meanng gven to that term n secton 6.3. Severty 1 Network Fault means an NBN Fault that s a hard falure caused by a ground based core network equpment nterrupton (hardware or software) that results n the falure of one or more Network Segments. Ths excludes satellte falure. Severty 2 Network Fault means an NBN Fault that s a major servces degradaton affectng over 50 NTDs. Ths excludes satellte falure. Severty 3 Network Fault means an NBN Fault that s a major hazard where a redundant component of the network s n falure. Ste Vst Requred means the performance of works by NBN Co Personnel to modfy an AVC that requres NBN Co Personnel to attend the locaton of the Premses to whch the AVC relates for the purpose of modfyng that AVC. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

56 Soft Fault means an NBN Fault that s an NTD fault that can be rectfed by a remote operator wthout requrng an On Ste Mantenance Callout. Sun Transt means any perod durng whch electromagnetc radaton from the sun causes nterference or results n a falure of the ISS. Unavalable has the meanng gven to that term n secton 5.1(d). Zone means an area of manland Australa or Tasmana that s accessble by sealed road, whch s dentfed as ether Zone 1, Zone 2, Zone 3 or Zone 4 n accordance wth the map and defntons set out n Annexure 1 of ths Satellte Servce Levels Schedule. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May

57 Annexure 1 Zones The followng map shows the locaton of Zones throughout manland Australa and Tasmana. The locatons of the Zones are subject to change. Ths nformaton s provded to NBN Co by the Managed Servce Provder. NBN Co wll use reasonable endeavours to update the Customer of any changes notfed to t by the Managed Servce Provder. Notwthstandng the followng map or anythng else n ths Annexure 1, Customer agrees that NBN Co may determne, n ts sole and absolute dscreton, whether a locaton s located wthn Zone 1, Zone 2, Zone 3 or Zone 4. Urban (Zone 1): means any regon wthn the areas marked as 1 n the above map, whch n NBN Co s reasonable opnon can be readly accessble by road and do not requre to be reached by ar or sea. Rural (Zone 2): means any regon wthn the areas marked as 2 n the above map, whch n NBN Co s reasonable opnon can be readly accessble by road and does not requre to be reached by ar or sea. SFAA - Satellte WBA Product Catalogue - Satellte Servce Levels Schedule release May