Interim Satellite Service Second Release Satellite Service ...€¦ · Interim Satellite Service...

Interim Satellite Service Second Release Satellite Service Operations Manual 6 March10 April 2012

NBN Co Limited

Interim Satellite Service – Second Release Satellite Service Operations Manual

6 March10 April 2012

Release Version:

1.23

Document Number:

NBN-NO-MNL-0010

Copyright:

This document is subject to copyright and must not be used except as permitted below or under the Copyright Act 1968 (Cth). You must not reproduce or publish this document in whole or in part for commercial gain without the prior written consent of NBN Co. You may reproduce and publish this document in whole or in part for educational or non-commercial purposes as approved by NBN Co in writing.

Copyright © 2012 NBN Co Limited. All rights reserved. Not for general distribution.

Environment:

NBN Co asks that you consider the environment before printing this document.

SRSS Operations Manual Version 1.23 3 6 March10 April 2012

Contents

Module 1: Introduction ............................................................................................................. 7

1 About the SRSS Operations Manual ................................................................................ 8

1.1 Scope ................................................................................................................................... 8

1.2 Structure .............................................................................................................................. 8

1.3 Contacts ............................................................................................................................... 9

1.4 Definitions ............................................................................................................................ 9

Module 2: On Boarding .......................................................................................................... 11

1 Initial on-boarding ............................................................................................................ 12

1.1 Introduction ........................................................................................................................ 12

1.2 Solution Definition .............................................................................................................. 12

1.2.1 Conduct Solution Definition workshop and Design Customer Technical Solution ......... 12

1.2.2 SharePoint and NBN Co Service Portal details.............................................................. 13

1.2.3 Billing Account Establishment ........................................................................................ 14

1.2.4 Point of Interconnection .................................................................................................. 14

1.2.5 NNI, CVC and AVC ........................................................................................................ 15

1.3 Pre-Certification Testing .................................................................................................... 15

1.4 Interoperability Certification Testing (ICT ) ........................................................................ 16

1.4.1 Interoperability Certification Test Program ..................................................................... 16

1.4.2 Performance of Interoperability Certification Testing ..................................................... 16

1.4.3 Assessment of results of Interoperability Certification Testing ....................................... 17

1.5 Operational change notification ......................................................................................... 18

1.6 Ability to order SRSS Products .......................................................................................... 18

1.7 Flexibility in performance of test requirements .................................................................. 18

2 Subsequent on-boarding activities ................................................................................ 19

Module 3: Activation ............................................................................................................... 20

1 Introduction....................................................................................................................... 21

1.1 End User Eligibility ............................................................................................................. 21

1.2 Pre-order Registration Process ......................................................................................... 21

1.3 Registration Packs ............................................................................................................. 21

1.4 Special Provisions for Priority Two Registrations .............................................................. 22

1.4.1 Priority Two Registration Pack ....................................................................................... 22

1.4.2 Automation ..................................................................................................................... 22

1.4.3 Review and Audit ............................................................................................................ 23

1.5 Appeal mechanism in respect of End User eligibility status .............................................. 23

1.6 Order Volume Management .............................................................................................. 24


1.7 Migration of Customers ..................................................................................................... 24

2 Ordering SRSS Product Components ........................................................................... 25

2.1 Ordering Connectivity Components................................................................................... 25

2.2 Ordering Access Components ........................................................................................... 25

2.3 Churn Requests ................................................................................................................. 26

2.3.1 Churn Requests where Customer is gaining an End User ............................................. 26

2.3.2 Churn Requests where Customer is losing an End User ............................................... 27

2.4 Modification orders ............................................................................................................ 27

2.5 Order cancellation.............................................................................................................. 28

2.6 NNI cancellations ............................................................................................................... 28

2.7 CVC cancellations ............................................................................................................. 29

2.8 AVC cancellations.............................................................................................................. 29

3 Order Management........................................................................................................... 30

3.1 Order stages for AVC ........................................................................................................ 30

3.2 Surveys and Installation appointments .............................................................................. 30

3.2.1 Identifying faults with NBN Co Equipment ...................................................................... 32

3.3 Terms of use of NBN Co Equipment ................................................................................. 32

3.4 Physical access policy ....................................................................................................... 32

3.4.1 Scheduling appointments ............................................................................................... 32

3.4.2 Rescheduling or cancelling appointments by Customer or the End User ...................... 33

3.4.3 Rescheduling by the Installer ......................................................................................... 33

3.5 Presence of adult at the time of Installation ...................................................................... 33

3.6 Missed appointments ......................................................................................................... 33

4 Activations ........................................................................................................................ 35

4.1 Activation ........................................................................................................................... 35

4.2 Activation enquiries and complaints .................................................................................. 35

4.3 Service usage .................................................................................................................... 35

4.3.1 Fortnightly meetings regarding service usage................................................................ 35

Module 4: Assurance .............................................................................................................. 37

1 Introduction....................................................................................................................... 38

1.1 Timeframes ........................................................................................................................ 38

1.2 Initial diagnosis of fault by Customer ................................................................................. 38

1.3 Reporting of faults to the Managed Service Provider ........................................................ 39

1.4 Resolving NBN Faults ....................................................................................................... 40

1.4.1 Resolving Soft Faults ...................................................................................................... 40

1.4.2 Resolving Hard Faults .................................................................................................... 41

1.4.3 Network Fault ................................................................................................................. 42

1.4.4 Unplanned NBN Maintenance ........................................................................................ 42

1.4.5 Planned NBN Maintenance ............................................................................................ 44

1.4.6 Emergency maintenance ................................................................................................ 45


1.5 Closure of a Fault Ticket .................................................................................................... 47

1.5.1 Closure of a Fault Ticket initiated by the Managed Service Provider ............................ 47

1.5.2 Closure of a Fault Ticket initiated by Customer.............................................................. 48

1.6 Escalation of an unresolved Fault Ticket ........................................................................... 48

1.7 Planned NBN Maintenance queries .................................................................................. 49

1.8 Fault Ticket queries ........................................................................................................... 49

1.9 Physical access policy ....................................................................................................... 49

Module 5: Billing ..................................................................................................................... 51

1 Billing and payments ....................................................................................................... 52

1.1 Billing Period Options ........................................................................................................ 52

1.1.1 Billing Period Options available ...................................................................................... 52

1.1.2 Notification of new or changed Billing Period Options ................................................... 52

1.1.3 Selecting and changing Billing Period Options............................................................... 52

1.2 Invoicing ............................................................................................................................. 53

1.2.1 Forms of Invoices ........................................................................................................... 53

1.2.2 Issuing forms of invoices ................................................................................................ 56

1.2.3 Late issuing of forms of invoices .................................................................................... 56

1.2.4 Failure to receive a form of invoice ................................................................................ 56

1.3 Payment ............................................................................................................................. 56

1.3.1 NBN Co’s bank account ................................................................................................. 56

1.3.2 Remittance advices ........................................................................................................ 57

1.3.3 Customer to notify NBN Co if Customer cannot pay invoice .......................................... 57

1.3.4 Record of payments in next invoice ............................................................................... 57

1.3.5 Withholding of payment of disputed amounts ................................................................ 58

1.4 Non-payment ..................................................................................................................... 58

1.4.1 Overdue invoice payments ............................................................................................. 58

1.5 Billing Enquiries ................................................................................................................. 58

1.5.1 Specifying Authorised Contacts ..................................................................................... 58

1.5.2 Making a Billing Enquiry ................................................................................................. 58

1.5.3 Escalating Billing Enquiries ............................................................................................ 59

1.6 Billing Disputes .................................................................................................................. 59

1.6.1 Raising a Billing Dispute ................................................................................................. 59

1.6.2 Acknowledgement of Billing Disputes ............................................................................ 60

1.6.3 Resolving Billing Disputes .............................................................................................. 61

1.6.4 Escalation of a Billing Dispute ........................................................................................ 62

1.6.5 Appointment of an expert ............................................................................................... 62

1.6.6 Expert Determination Rules............................................................................................ 63

1.6.7 Settlement of Billing Disputes ......................................................................................... 65

Module 6: SharePoint and NBN Co Service Portal ............................................................. 67

1 SharePoint ......................................................................................................................... 68

2 NBN Co Service Portal ..................................................................................................... 69

2.1 Web browser requirements ............................................................................................... 69


2.2 Authorised use of SharePoint and/or NBN Co Service Portal ........................................... 69

2.2.1 Delegated Administrators and Authorised Users ........................................................... 69

2.2.2 Requesting new Authorised Users for SharePoint and/or NBN Co Service Portal ........ 70

2.2.3 Changing or requesting new Delegated Administrators for SharePoint and/or NBN Co Service Portal ............................................................................................................................... 70

2.2.4 Maintaining Authorised User accounts for SharePoint and/or NBN Co Service Portal . 71

2.3 Accessing SharePoint and/or NBN Co Service Portal ...................................................... 71

2.3.1 Accessing SharePoint and/or NBN Co Service Portal ................................................... 71

2.3.2 Logging on to SharePoint and/or NBN Co Service Portal .............................................. 71

2.3.3 Authentication and security for NBN Co Service Portal ................................................. 71

2.3.4 SharePoint and/or NBN Co Service Portal support ........................................................ 72

2.3.5 Right to restrict or prohibit use of SharePoint and/or NBN Co Service Portal ............... 72

2.3.6 Terms of use of NBN Co Service Portal ......................................................................... 72

2.3.7 Terms of use of NBN Co Service Portal ......................................................................... 73

Module 7: Reporting ............................................................................................................... 74

1 Reporting ........................................................................................................................... 75

1.1 Daily reporting .................................................................................................................... 75

1.2 Ad hoc reporting ................................................................................................................ 76

1.2.1 Ad hoc reports ................................................................................................................ 76

1.2.2 Customer request for ad hoc reports .............................................................................. 77

Module 8: Dictionary .............................................................................................................. 79

Appendix .................................................................................................................................. 86

1 Billing ................................................................................................................................. 87

1.1 Invoice Summary ............................................................................................................... 87

1.1.1 Introduction ..................................................................................................................... 87

1.1.2 Detailed explanation of the Invoice Summary ................................................................ 88

1.2 Invoice Detail ..................................................................................................................... 89

1.2.1 Introduction ..................................................................................................................... 89

1.2.2 Detailed explanation of the Invoice Detail ...................................................................... 90

1.3 Statement Summary .......................................................................................................... 91

1.3.1 Introduction ..................................................................................................................... 91

1.3.2 Detailed explanation of the Statement Summary ........................................................... 92

1.4 Billing Invoice Files ............................................................................................................ 93

1.4.1 Introduction ..................................................................................................................... 93

1.5 Billing Event Files and Billing Adjustment Files ................................................................. 93

1.5.1 Introduction ..................................................................................................................... 93

1.5.2 Detailed explanation of BEFs and BAFs ........................................................................ 95

Formatted Table

SRSS Operations Manual

Module 1: Introduction


1 About the SRSS Operations Manual

1.1 Scope

This document constitutes the SRSS Operations Manual for the purposes of the Interim

Satellite Service Agreement (Second Release) between NBN Co and Customer.

The SRSS Operations Manual forms part of the SRSS Product Catalogue and describes the

processes and procedures that apply to the operational aspects of, and in connection with,

the supply by NBN Co of SRSS Products to Customer under the Interim Satellite Service

Agreement (Second Release).

The consultation between NBN Co, the Managed Service Provider and Customer during the

on-boarding phase will provide Customer with a greater understanding of the operational

processes contained in the SRSS Operations Manual.

Over time, NBN Co will develop further processes in respect of the operational aspects of

the NBN Co Satellite Network. NBN Co will introduce the NBN Co Platform, which will

become the primary system for ordering and tracking SRSS Products, billing and payments

and fault reporting and rectification. In turn, NBN Co will make corresponding additions and

refinements to the SRSS Operations Manual. This will result in changes to the format and

content as NBN Co introduces new capabilities through the NBN Co Platform, and as NBN

Co, the Managed Service Provider and Customer learn how to operate more effectively and

efficiently together.

NBN Co intends to engage actively with Customer in developing these processes. NBN Co

may make changes to the SRSS Operations Manual in accordance with clause C12 of the

Interim Satellite Service Agreement (Second Release).

1.2 Structure

This SRSS Operations Manual comprises a series of modules. Each module describes a

particular function, and specifies how NBN Co, the Managed Service Provider and Customer

will interact with each other when carrying out activities relating to that function.

The following table describes the modules within the SRSS Operations Manual.

1 Introduction Provides an overview of the SRSS Operations Manual structure and a brief description of the contents of each module.

2 On-boarding Describes the processes and interactions that apply in order for Customer to become accredited to order SRSS Products over the NBN Co Satellite Network.

3 Activation Describes the processes and interactions that apply to the ordering and provisioning of SRSS Products supplied over the NBN Co Satellite Network.


4 Assurance Describes the processes and interactions that apply in connection with the management and resolution of service-related issues.

5 Billing Describes the billing processes and interactions that apply in connection with SRSS Products.

6 SharePoint and NBN Co Service Portal

Describes general features and functions of SharePoint and the NBN Co Service Portal.

7 Reporting Describes the daily and ad hoc reporting available to Customers

8 Dictionary Defines terms and abbreviations used within the SRSS Operations Manual. Other terms have the meaning given in the SRSS Product Catalogue or Dictionary of the Interim Satellite Service Agreement (Second Release).

Appendix Describes the billing documents related to the billing processes and interactions referred to in the Billing module.

1.3 Contacts

The Managed Service Provider will provide a Contact Matrix to Customer at, or following

from, the Solution Definition workshop during the on-boarding process.

The Contact Matrix will set out contact details for the NBN Co Personnel (including, the

Managed Service Provider personnel) who can be contacted in relation to the matters

described in the SRSS Operations Manual.

Customer must complete the Contact Matrix for Customer personnel who can be contacted

in relation to the matters specified in the SRSS Operations Manual and provide the

completed Contact Matrix to the Managed Service Provider, in accordance with clause 1.2.1

of the On-boarding module of the SRSS Operations Manual.

Unless otherwise specified, any communication from NBN Co, the Managed Service Provider

or Customer (for the purposes of this clause, each a party) to another party in relation to the

SRSS Operations Manual may be given:

by e-mail;

by letter; or

by any other form of communication as may be notified to Customer from time to time,

to the other party’s relevant contact as set out in the Contract Matrix, or as otherwise

provided in the SRSS Operations Manual.

1.4 Definitions

A capitalised term that is used in the SRSS Operations Manual and is defined in:


the Dictionary for the Interim Satellite Service Agreement (Second Release), has the

meaning given to that term in that Dictionary;

elsewhere in the SRSS Product Catalogue, has the meaning given to that term in the

SRSS Product Catalogue; and

the Dictionary of the SRSS Operations Manual has the meaning given to that term in

Dictionary of the SRSS Operations Manual.

Formatted Table


Module 2: On Boarding


1 Initial on-boarding

1.1 Introduction

The purpose of the on-boarding process is to prepare Customer, in an operational sense, for

interacting with NBN Co in connection with the supply of an SRSS Product. In addition, the

on-boarding process ensures that Customer’s systems, products and services are aligned

and compatible with NBN Co’s systems, network and products.

The testing requirements set out in this module of the SRSS Operations Manual ensure that

Customer has sufficient technical, operational and organisational capabilities to successfully

interoperate with the NBN Co Satellite Network.

1.2 Solution Definition

1.2.1 Conduct Solution Definition workshop and Design Customer Technical Solution

NBN Co, in conjunction with the Managed Service Provider, will conduct a Solution

Definition workshop on a date agreed with Customer.

During the Solution Definition workshop, NBN Co and the Managed Service Provider will:

provide a product and technical briefing that explains the SRSS Products, SRSS Product

Components and SRSS Product Features set out in the SRSS Product Catalogue;

provide information on SharePoint, NBN Co Service Portal and SIMON; and

explain the certification process conducted during the on-boarding phase.

NBN Co may conduct subsequent Solution Definition meetings between NBN Co and

Customer, as required and as notified to Customer, by NBN Co from time to time.

Customer must ensure that a reasonable number of its staff, who are knowledgeable about

Customer’s business and technical integration requirements, attend the Solution Definition

workshop and any subsequent Solution Definition meetings.

Arising from the Solution Definition workshop and further meetings between NBN Co, the

Managed Service Provider and Customer:

NBN Co will email Customer with an on-boarding checklist that lists the tasks that each

party is required to complete during the on-boarding process, the due date, the

percentage of completion, and the status of each task (On-boarding Checklist). NBN

Co will email updated versions of the On-boarding Checklist to Customer, as and when

required;

NBN Co will provide Customer with a draft Solution Brief, a high level document

containing information regarding Customer network architecture SRSS Product

requirements and Interoperability Certification Testing requirements. NBN Co,


Managed Service Provider and Customer must finalise the Solution Brief before

commencing Interoperability Certification Testing;

NBN Co will provide Customer with three SRSS Product Order Forms to allow

Customer to order an NNI, CVC and AVC;

NBN Co will provide Customer with a flowchart of the ordering process for an NNI,

CVC and AVC;

NBN Co will provide Customer with a Pre-Certification Test Plan after Customer has

completed and uploaded each relevant SRSS Product Order Form via SharePoint. The

Pre-Certification Test Plan sets out the testing to be performed and completed by

Customer, in respect of the NNI, CVC and AVC ordered by Customer. The Pre-

Certification Test Plan is designed to ensure that Customer’s network is compatible

with the NBN Co Network;

NBN Co will provide Customer with a username and password to access and use the

Skybridge Information Management Online Network (SIMON) portal; and

NBN Co will provide Customer with a Contact Matrix document (Contact Matrix). The

Contact Matrix will set out contact details for the NBN Co personnel and Managed

Service Provider personnel who can be contacted in relation to the SRSS Operations

Manual. Customer must complete the Contact Matrix for Customer personnel who

can be contacted in relation to the SRSS Operations Manual and provide the

completed Contact Matrix to NBN Co within 10 Business Days of receiving the Contact

Matrix document.

NBN Co and Customer must ensure that the Contact Matrix contains up-to-date details for

each relevant contact person in their respective organisation. Any changes to the personnel

or contact details set out in the Contact Matrix must be advised to the other party, and the

Managed Service Provider, in writing.

1.2.2 SharePoint and NBN Co Service Portal details

During the Solution Definition phase of the on-boarding process, Customer must provide

NBN Co with:

the details of either one, or two, senior employees of Customer to become delegated

administrators of SharePoint and/or the NBN Co Service Portal on behalf of Customer

(Delegated Administrator); and

the details of all the employees of Customer that will, or are likely to, become users of

SharePoint and/or the NBN Co Service Portal on behalf of Customer (Authorised

User).

The details that NBN Co requires for each such employee are as follows:

full name;


job title;

email address;

desk phone number;

mobile phone number; and

work address.

1.2.3 Billing Account Establishment

During the Solution Definition phase of the on-boarding process, NBN Co will provide

Customer with a Billing Account Request Form (Billing Account Request Form).

Before Customer is able to place an order for an SRSS Product from NBN Co, Customer must:

provide NBN Co with all the information requested in the Billing Account Request

Form, in order to allow NBN Co to establish a Customer billing account; and

specify in the Contact Matrix the contact person/s that are authorised to request a

Billing Enquiry and/or Billing Dispute on behalf of Customer (Authorised Contact).

Customer must send the completed Billing Account Request Form to Customer’s NBN Co

Account Manager.

If Customer fails to return the Billing Account Request Form to NBN Co in accordance with

the above requirements, NBN Co will not be in a position to supply SRSS Products to

Customer.

If more than one Billing Period Option is available, Customer may select one of those Billing

Period Options in the Billing Account Request Form. If Customer does not make a selection,

NBN Co will select a Billing Period Option for Customer, as set out in the Billing module of

the SRSS Operations Manual.

As soon as possible after NBN Co has created Customer’s billing account in the NBN Co

billing system, Customer’s NBN Co Account Manager will notify Customer that Customer’s

billing account has been created.

1.2.4 Point of Interconnection

Customer must establish a connection at the POI at the locations specified within Annexure

2 of the SRSS Product Description in the SRSS Product Catalogue.

After Customer has completed and uploaded the SRSS Product Order Form for the NNI to

SharePoint, the Managed Service Provider will provide the NBN Co Distribution Frame port

details to Customer via SharePoint or email.


1.2.5 NNI, CVC and AVC

If Customer wishes to order an NNI, CVC or an AVC, Customer must order each of those

Product Components during the on-boarding process by:

completing all the relevant mandatory fields within the relevant SRSS Product Order

Form as provided to it by NBN Co under clause 1.2.1; and

following the process set out in the flowchart of the ordering process as provided to it

by NBN Co under clause 1.2.1.

In response to the SRSS Product Order Form for an AVC by Customer, the Managed Service

Provider will provide Customer with information including:

VLAN IDs;

Port IDs;

IP addresses; and

rack location,

(together, the Router Information).

1.3 Pre-Certification Testing

After the parties have completed the Solution Definition workshop, NBN Co will provide

Customer with a copy of the Pre-Certification Test Plan, via email. The Pre-Certification Test

Plan will set out details relating to the required testing by Customer, including:

the testing environment;

the testing modules;

test cases for connectivity, speeds, and other specific testing; and

optional testing scenarios.

Completion of Pre-Certification Testing is a pre-requisite for Interoperability Certification

Testing.

Customer will perform and complete Pre-Certification Testing in accordance with the

requirements of the Pre-Certification Test Plan. After Customer considers that it has

successfully completed the requirements of Pre-Certification Testing, Customer will provide

the results of the Pre-Certification Testing to NBN Co.

Customer will be provided with, what NBN Co considers to be, reasonable assistance by NBN

Co and the Managed Service Provider, in regards to Customer’s performance and

completion of Pre-Certification Testing.


1.4 Interoperability Certification Testing (ICT )

1.4.1 Interoperability Certification Test Program

After Customer has completed the Pre-Certification Testing, NBN Co and the Managed

Service Provider will provide with Customer the Interoperability Certification Testing

program (ICT Program). The ICT Program is designed to validate the Pre-Certification

Testing results provided by Customer.

1.4.2 Performance of Interoperability Certification Testing

Customer must participate in Interoperability Certification Testing, as requested by NBN Co

or the Managed Service Provider from time to time.

During the Interoperability Certification Testing, Customer must:

provide all backhaul equipment and other requirements, including all consents and

approvals that NBN Co or the Managed Service Provider considers necessary for NBN

Co and the Managed Service Provider to use that backhaul equipment and other

requirements, as set out in the ICT Program;

provide connectivity between Customer Platform and the NBN Co Network through

the use of interfaces developed by Customer, including all consents and approvals that

NBN Co or the Managed Service Provider considers necessary for NBN Co and the

Managed Service Provider to use that connectivity and those interfaces, as set out in

the ICT Program;

permit NBN Co and the Managed Service Provider to use any Customer Equipment

specified in the ICT Program;

provide any assistance that is reasonably required by NBN Co or the Managed Service Provider; and

configure its routers with the Router Information,

to the extent necessary for NBN Co and the Managed Service Provider to conduct

Interoperability Certification Testing in respect of Customer.

Within a reasonable period after the end of the Pre-certification Testing period set out in

the On-boarding Checklist, NBN Co must:

prepare all of the documentation required by the relevant ICT Program in accordance

with that ICT Program (the ICT Documentation); and

provide a copy of that ICT Documentation to Customer.


1.4.3 Assessment of results of Interoperability Certification Testing

Following preparation by NBN Co of the ICT Documentation, NBN Co will, acting reasonably,

consider whether Customer has successfully completed the requirements of Interoperability

Certification Testing.

If NBN Co considers that Customer has successfully completed the requirements of

Interoperability Certification Testing, then NBN Co will issue a written notice to Customer to

that effect, in which case clause 1.5 will apply.

If Customer has not successfully completed the requirements of Interoperability

Certification Testing, then:

NBN Co will notify Customer accordingly, providing details of and reasons for the

failure; and

NBN Co will notify Customer of a revised due date in the On-boarding Checklist during

which NBN Co will re-conduct those requirements of Interoperability Certification

Testing that NBN Co considered were not successfully completed.

If Customer has not successfully completed the requirements of Interoperability

Certification Testing within the relevant revised due date in the On-boarding Checklist, then:

NBN Co will consult with Customer as to whether Customer has reasonable prospects

of successfully completing the requirements of Interoperability Certification Testing;

and

if, following such consultation, NBN Co is not satisfied that Customer has reasonable

prospects of successfully completing the requirements of Interoperability Certification

Testing, NBN Co may (without limitation):

notify Customer of the steps or activities that Customer must take or perform for

NBN Co to be satisfied that Customer has reasonable prospects of successfully

completing the requirements of Interoperability Certification Testing; and

suspend the re-performance of Interoperability Certification Testing, and

after Customer notifies NBN Co that it has taken those steps and performed those

activities in accordance with NBN Co’s notice and NBN Co is reasonably satisfied that

Customer has taken such steps and performed such activities notified by NBN Co, NBN

Co will cease that suspension, and notify Customer of that cessation, as soon as is

reasonably practicable.

Clauses 1.4.2 and 1.4.3 continue to apply until Customer has successfully completed the

requirements of Interoperability Certification Testing in accordance with this clause.


1.5 Operational change notification

NBN Co will provide Customer with a notification specifying the changes between the operational processes between the Interim Satellite Service (First Release) phase and the Interim Satellite Service (Second Release) phase.

If Customer requests, NBN Co will arrange a workshop with Customer to discuss the operational processes in more detail.

1.6 Ability to order SRSS Products

After Customer has received the operational change notification, Authorised Users will be able to commence placing SRSS Product Order Forms through SharePoint.

NBN Co will only accept an SRSS Product Order Form from Customer for SRSS Product Components for which Interoperability Certification Testing has been successfully completed.

1.7 Flexibility in performance of test requirements

NBN Co may, in its discretion and in accordance with applicable regulatory requirements,

waive the requirement for Customer to perform, participate in or complete any test

activities in respect of an SRSS Product under this on-boarding module of the SRSS

Operations Manual.

If NBN Co waives any requirement for Customer to perform, participate in or complete any

test activities in respect of an SRSS Product under this on-boarding module of the SRSS

Operations Manual:

NBN Co may require Customer to perform, participate in or complete any or all of

those waived test requirements for that SRSS Product at a later date; and

Customer must then successfully complete those waived test requirements for that

SRSS Product.

If Customer fails to successfully complete those waived test requirements for those SRSS

Products, then Customer will be in breach of the Supply Conditions in clause B2.2(a) of the



2 Subsequent on-boarding activities

NBN Co may specify and Customer must undertake such subsequent on-boarding activities

in response to any change within the NBN Co Satellite Network that NBN Co reasonably

considers to require such subsequent on-boarding activities, including but not limited to the

activities described in clause 1 of this module of the SRSS Operations Manual. Examples of

such a change include:

if NBN Co introduces new SRSS Products or variations and enhancements to existing

SRSS Products;

if NBN Co introduces new systems and/or new processes or updates its systems or

processes; and

if NBN Co wishes to implement a major NBN upgrade.

NBN Co will follow the steps outlined in the diagram below to assess whether Customer will

need to complete additional on-boarding activities in respect of a particular change. Where

the term “Change Notification” is used in the diagram below, NBN Co will give notice as

required under the provisions of the Interim Satellite Service Agreement (Second Release)

and comply with the other provisions of the Interim Satellite Service Agreement (Second

Release) as may apply to the relevant change.

Figure 1 : Significant change process overview

If NBN Co requires Customer to complete additional on-boarding activities in relation to an

SRSS Product Components or SRSS Product Feature affected by the change:

NBN Co may notify Customer that it must comply with any or all of the provisions set

out in clause 1.2.1, and clause 1.3 to 1.7 in relation to the SRSS Product Components

or SRSS Product Features; and

NBN Co will use reasonable endeavours to minimise the required on-boarding

activities by Customer by bundling multiple changes within a single release if such

changes are to occur at the same time.

Significant

Change

Identified

· Identifying

significant

changes in

technology,

system or process

· Change review

Impact Analysis

· Analysis on

Change Impact

Change Plan

Development

· Scoping of on-

boarding

activities

Change

Notification

· Communication of

change to

internal and

external parties

On-boarding

Activities for

the Change

· Conducting on-

boarding

activities

associated with

the change

Formatted Table


Module 3: Activation


1 Introduction

1.1 End User Eligibility

Before Customer places an order for an SRSS Product, Customer must determine whether

the End User in respect of whom Customer wishes to place an order is an Eligible End User

by using the Broadband Service Locator (BSL).

Customer may determine whether an End User is an Eligible End User by accessing

https://bcoms.dbcde.gov.au/NBNBSL/Welcome.do for the BSL. Each End User found to be

an Eligible End User will be given a unique BSL ID.

The End User Eligibility Criteria is set out in Annexure 1 of the SRSS Product Description in

the SRSS Product Catalogue.

1.2 Pre-order Registration Process

Prior to ordering a service, the End User, must register for a Second Release Satellite

Service, via the BSL tool. The BSL will indicate if the End User is in an eligible area.

If the BSL indicates that the service location is not in an eligible area then a Customer, on

behalf of a End User, may push through a registration (a push through) by providing

supporting information requested by the BSL or the NBN Co Solution Centre. This process

also applies where an End User has lost their service through no fault of their own. See

section 1.5 below for further details.

The End User can register via the NBN Co website, by calling the NBN Co Solutions Centre or,

provided they give the appropriate consent, they can ask their preferred Customer to

register on their behalf.

1.3 Registration Packs

Once an End User has registered via the BSL, including providing any additional information

requested for appeals in accordance with section 1.5 below, the BSL may mail out a

registration pack. Registration packs may not be mailed out if incomplete or insufficient

additional data is provided.

Registration packs differ depending on the source of the registration. If an End User

registers via the NBN Co website or via the NBN Co Solutions Centre, then the packs

generated will contain a list of all Customers that have been on-boarded to provide the NBN

Co Interim Satellite Service.

End Users, who have provided their consent to a preferred Customer may receive a pack

with only their nominated Customer listed in the pack, provided the Customer has

registered the applicant via the Customer’s specific URL.


End Users will need to review the detail in the pack, confirm all details are correct including

any supporting information requested, and then forward the completed pack to their

Customer of choice.

Packs may also vary slightly based on the registration priority class. End Users, who are

eligible for an NBN Co Interim Satellite Service, will be deemed either a Priority One or

Priority Two Eligible User.

1.4 Special Provisions for Priority Two Registrations

Where Customer is placing an order on behalf of the End User, the End User’s consent is

required prior to that Customer placing an order. For Priority Two Eligible Users it will be

acceptable for the End User to provide consent via email to their Customer or via that

Customer’s website provided that:

· for each registration class Customers obtain confirmation of all the key information

as outlined in the NBN Co Interim Satellite Service End User Eligibility Criteria (the

Criteria) as set out in Annexure 1 of the Second Release Satellite Service Product

Catalogue; and

· Customers provide NBN Co access to these consents within 2 working days, if

requested by NBN Co.

1.4.1 Priority Two Registration Pack

Priority Two Registration packs will continue to be mailed out to the End User along with

their registration and service details. However the End User will no longer be required to

sign and return the registration papers to the nominated Customer where consent is

provided as outlined in section 1.4 above.

Customers will receive a daily file of each Priority Two registration made using this

streamlined process. This file will contain the necessary registration details such as the new

BSL, address and End User name.

Priority One registrations will continue to require the End User to sign and return the

registration pack to their nominated Customer even if they provide their consent for a

Customer to act on their behalf.

1.4.2 Automation

In order to assist bulk Priority Two registrations it will permissible for Customers to run

“scripts” or “screen scrape” the BSL via the Customer’s unique URL used for registration

provided there is no detrimental impact to the BSL.

It may be necessary to have a separate “script” for each registration class for both queries

and registrations.


It may also be necessary to manually process “push throughs” and/or “lost through no fault

of my own” orders as supporting evidence is still required via the BSL.

1.4.3 Review and Audit

NBN Co may audit any orders including any push throughs and “lost through no fault of my

own” orders, to confirm that a valid Priority Two Eligible End User consent and declaration

has been obtained from an End User.

Where NBN Co is not satisfied that End User consent has been obtained in accordance with

this process, NBN Co may require a Customer to obtain a valid written declaration from an

End User in accordance with the Priority One registration process as outlined in the Second

Release Satellite Service Product Catalogue.

NBN Co maintains the right to request further evidence for any registration before an order

will be accepted.

1.5 Appeal mechanism in respect of End User eligibility status

Customer, on behalf of a prospective End User whose premises is deemed ineligible by the

BSL, may choose to appeal the ineligibility decision by contacting NBN Co via the relevant

Activation contact details specified in the Contact Matrix.

As examples, Customer may choose to appeal the BSL ineligibility decision on behalf of a

prospective End User, if:

the End User cannot access a Metro-Comparable Service, contrary to the BSL finding;

or

the End User has lost their ABG service through no fault of their own.

If Customer appeals the ineligibility decision, Customer must provide any information

reasonably requested by NBN Co in relation to the appeal, including:

details about what internet services are available at the Premises or that Customer has

attempted to access at the Premises; and

where the End User has been unable to locate their exact location on the Department

of Broadband, Communications and the Digital Economy (DBCDE) website, details of

the exact location of the Premises.

NBN Co will retain the ultimate discretion to override (push through) an ineligibility decision.

If NBN Co makes such a decision, NBN Co will notify Customer by email.

Customer will be responsible for the payment of all installation costs associated with false or

misleading eligibility information.


1.6 Order Volume Management

Customer agrees that NBN Co has limited capacity to connect, activate and supply the SRSS

Product.

Customer acknowledges that NBN Co may reject any orders for the SRSS Product

Component placed by Customer in respect of which order NBN Co reasonably considers it

does not have capacity to connect, activate and supply the SRSS Product.

Customer agrees that NBN Co can only connect, activate and supply the Available SRSS

Activations specified in section 2.3 of the SRSS Product Description.

NBN Co will, from time to time, notify Customer of the methodologies it adopts (or proposes

to adopt) to allocate the Available SRSS Activations, in the SRSS Operations Manual.

1.7 Migration of Customers

NBN Co will, from time to time, notify Customer of the process for migrating Customer from

the FRSS Product to the SRSS Product, in the SRSS Operations Manual.


2 Ordering SRSS Product Components

If Customer wishes to order an SRSS Product Component, Customer may place individual

and/or bulk orders through SharePoint.

If Customer wishes to automate the ordering process through SharePoint, Customer may

notify NBN Co by contacting Customer’s NBN Co Account Manager. NBN Co will implement

a change to Customer’s access permissions in SharePoint to enable such automation.

NBN Co may, at its discretion, reject any orders for an SRSS Product Component made in

accordance with this clause 2, if Customer has not complied with the SRSS Product specific

ordering terms and business rules set out in sections 4 and 5 of the SRSS Product

Description.

2.1 Ordering Connectivity Components

If Customer wishes to order an NNI or a CVC (each of which is a Connectivity Component),

Customer will place an order by completing an SRSS Product Order Form for the NNI or CVC

(as the case may be) and uploading this to SharePoint (or as otherwise provided to

Customer during the on-boarding process).

Customer must complete all the fields required within the SRSS Product Order Form through

SharePoint.

Before Customer places an order for a CVC, Customer must have an active NNI.

NBN Co will notify Customer of the acceptance or rejection of an order for a CVC. NBN Co

will provide the notification to Customer via the relevant Customer phone or email contact

details, as specified in the Contact Matrix.

If NBN Co accepts the order, NBN Co will provide Customer with a file through SharePoint

which will include a unique CVC ID. NBN Co’s acceptance of Customer’s order will constitute

an Order Receipt for the purpose of calculating the relevant Service Level Target.

If NBN Co rejects the order for a CVC, NBN Co will provide Customer with reasons for such

rejection.

If, after Customer’s order has been rejected, Customer wishes to resubmit the order,

Customer must remedy the reasons for rejection, and resubmit the order to NBN Co. NBN

Co will process a resubmitted order for a Connectivity Component in accordance with this

clause 2.1.

2.2 Ordering Access Components

If Customer wishes to order an AVC, Customer will place an order by completing an SRSS

Product Order Form for the AVC and uploading this to SharePoint.


Customer must complete all the fields required within the SRSS Product Order Form through

SharePoint. Customer must provide NBN Co with the requirements in respect of the

Installation (e.g. roof type, site type, satellite dish size, type of mounting, etc.).

At the time of placing an order for an AVC, Customer must notify NBN Co whether

disconnection of existing equipment is required at the Premises for which Customer wishes

to order an AVC. Customer must communicate with the End User to determine whether

there is a need to disconnect existing equipment. If Customer determines that there is a

need to disconnect existing equipment at the Premises, Customer must communicate with

the relevant End User to determine the requirements associated with the disconnection at

the relevant Premises (including position of equipment, etc.).

Before Customer places an order for an AVC, Customer must have an active NNI and CVC.

Within 2 Business Days of receipt of the order, NBN Co will perform an internal check in

respect of the eligibility of the End User in respect of whose Premises Customer has placed

the order.

NBN Co will notify Customer of the acceptance or rejection of an order for an AVC. NBN Co

will provide the notification to Customer via the relevant Customer phone or email contact

details, as specified in the Contact Matrix.

If NBN Co accepts the order, NBN Co will provide Customer with a file through SharePoint

which will include a unique Circuit ID. NBN Co’s acceptance of the order will constitute an

Order Receipt for the purpose of calculating the relevant Service Level Target. NBN Co will

arrange for an Installer to contact the relevant End User for a desktop survey in relation to

the Installation in accordance with clause 3.2. NBN Co will notify the Installer of the

requirements in respect of the Installation (e.g. roof type, site type, satellite dish size, type

of mounting, etc.), including disconnection of existing equipment (if applicable).

If NBN Co rejects the order for an AVC, NBN Co will provide Customer with reasons for such

rejection.

If, after Customer’s order has been rejected, Customer wishes to resubmit the order,


Co will process a resubmitted order for an Access Component in accordance with this clause

2.2.

2.3 Churn Requests

2.3.1 Churn Requests where Customer is gaining an End User

If Customer wishes to make a Churn Request in respect of an active AVC that is provisioned

to another NBN Co customer under an Interim Satellite Service Agreement (Second

Release), Customer must:

obtain the consent of the relevant End User to the Churn (this does not apply to an

order for an AVC which is not a Churn Request, for example where Customer is


supplying an existing AVC and is ordering a new AVC for the purposes of changing the

End User’s private IP address); and

complete an SRSS Product Order Form for the AVC and upload this to SharePoint in

accordance with clause 2.2.

If NBN Co accepts a Churn Request and activates a new AVC, NBN Co will remotely allocate a

new IP address to the affected NTD at the Premises. The newly activated AVC will retain the

existing Circuit ID and VSAT ID which was allocated to the previous AVC supplied to that

Premises but allocate a new IP address. NBN Co will allocate the IP address of the next AVC

available for Customer for the relevant satellite beam.

If NBN Co accepts a Churn Request, NBN Co will send a confirmation to Customer with all

details including the new IP address, so that Customer can use the confirmation data to

configure the new service in the Customer Equipment (including Customer’s shaping server)

within 48 hours of the confirmation.

Customer must retain the End User consent to a Churn Request for at least 12 months and

provide it to NBN Co on request. NBN Co reserves the right to audit End User consents for

the purposes of assessing compliance with this clause 2.3 and for the resolution of any

disputes or other concerns. Customer must obtain the consent of each End User to NBN Co

contacting the End User in order to verify a Churn Request.

2.3.2 Churn Requests where Customer is losing an End User

If another NBN Co customer submits a Churn Request to NBN Co under an Interim Satellite

Service Agreement (Second Release), and the Churn Request relates to an End User to

whom Customer is, at the date of the Churn Request, providing Customer Products which

will be disconnected once NBN Co processes the Churn Request, NBN Co will:

process that Churn Request for the other NBN Co customer in accordance with a

similar process as set in clause 2.3.1;

once the Churn Request has been processed, send Customer a confirmation that a

cancellation of the AVC has been processed; and

cancel the supply of the relevant AVC to Customer once a new AVC has been

provisioned for the other NBN Co customer.

2.32.4 Modification orders

If Customer wishes to modify an ordered AVC or CVC (i.e. modifying the AVC traffic class or

the CVC Bandwidth Profile(s) as set out in the SRSS Product Description), Customer may

request such modification by contacting Customer’s NBN Co Account Manager or the

relevant contact person specified in the Contact Matrix.


NBN Co will notify Customer of the acceptance or rejection of a request for a modification.

NBN Co will provide the notification to Customer via the relevant Customer phone or email

contact details, as specified in the Contact Matrix.

If NBN Co accepts the order, that acceptance will constitute an Order Receipt for the

purpose of calculating the relevant Service Level Target.

If NBN Co rejects the order, NBN Co will provide Customer with reasons for such rejection.

If, after Customer’s order has been rejected, Customer wishes to resubmit the request,


Co will process a resubmitted request for a modification in accordance with this clause

2.42.34.

2.42.5 Order cancellation

Customer can request that NBN Co cancel an order for an SRSS Product Component, by

sending an email to NBN Co’s support drop box at [email protected], if that

request is made:

for NNI and/or CVC order(s), before the service has been activated; and

for AVC order(s):

at least 48 hours before the scheduled appointment for Installation at the Premises

within a Zone 1 or Zone 2; and

at least 5 Business Days before the scheduled appointment for Installation at the

Premises within a Zone 3 and Zone 4.

NBN Co may reject a request to cancel an order if the request is submitted after the periods

set out above.

If NBN Co accepts a request to cancel an AVC order, and an appointment has been

scheduled for the performance of an Installation at the Premises in respect of which NBN Co

Personnel have been dispatched for the purpose of fulfilling that Installation, Customer

must pay any charges associated with a Late Cancellation (Site Visit Required), as specified in

the SRSS Price List.

2.52.6 NNI cancellations

If Customer wishes to cancel an active NNI, Customer may contact Customer’s NBN Co

Account Manager or the relevant contact person, as specified in the Contact Matrix to

request cancellation of an active NNI.

If, at the time of, or after, receiving a request to cancel an active NNI, NBN Co considers that

there is any associated CVC(s)/AVC(s) on the NNI, Customer’s NBN Co Account Manager will

notify Customer’s relevant contact person to notify them of the need to request

cancellation of any associated active CVC(s)/AVC(s). At this time, Customer may request


cancellation of any associated active CVC(s)/AVC(s) in accordance with clauses 2.72.67 and

2.82.78.

NBN Co will not cancel an active NNI before any associated active CVC(s)/AVC(s) is cancelled.

2.62.7 CVC cancellations

If Customer wishes to cancel an active CVC, Customer may contact Customer’s NBN Co

Account Manager or the relevant contact person, as specified in the Contact Matrix to

request cancellation of an active CVC.

If, at the time of, or after, receiving a request to cancel an active CVC, NBN Co considers that

there is any associated AVC(s) for the CVC, Customer’s NBN Co Account Manager will notify

Customer’s relevant contact person to notify them of the need to request cancellation of

any associated active AVC(s). At this time, Customer may request cancellation of any

associated active AVC(s) in accordance with clause 2.82.78.

NBN Co will not cancel an active CVC before any associated active AVC(s) is cancelled.

2.72.8 AVC cancellations

If Customer wishes to cancel an active AVC, Customer must contact Customer’s NBN Co

Account Manager, or the relevant contact person, as specified in the Contact Matrix. After

receiving a request to cancel an active AVC, NBN Co will disconnect that AVC remotely.

Before Customer contacts NBN Co to request cancellation of an active AVC, Customer must

inform the End User at the relevant Premises that a service cancellation does not result in

removal of the NBN Co Equipment at that Premises.

If an End User requests removal of the NBN Co Equipment, Customer must inform End User

that any removal is at the discretion of NBN Co and that if NBN Co agrees to remove NBN Co

Equipment, charges may apply. Customer must submit any request for NBN Co Equipment

removal together with the request to cancel the associated active AVC.

If Customer has requested NBN Co to disconnect the NBN Co Equipment at the Premises, NBN Co may arrange for an Installer to contact the End User to schedule an appointment to attend the Premises to disconnect the equipment. If NBN Co requests an Installer to disconnect the equipment from the Premises, the Installer will contact the End User directly to arrange an appointment time for a truck roll to disconnect the equipment.

NBN Co will retain the ultimate discretion in determining whether disconnection of existing

NBN Co Equipment, is to be performed at the Premises.

Customer must ensure that the End User does not perform disconnection of existing NBN Co

Equipment, at the Premises.

NBN Co will charge Customer the associated Equipment Removal charges, as specified in the

Price List.


3 Order Management

3.1 Order stages for AVC

At the time of accepting an order for an AVC, NBN Co will include the following information

in each AVC confirmation record it sends to Customer:

Circuit ID;

Service ID;

VSAT ID; and

IP address.

An Installer will need to attend the relevant Premises in respect of which an AVC order has

been accepted to perform the Installation works before connecting and activating the

service at that Premises.

After the Installation process in respect of a Premises has been completed and the service

has been connected and activated, NBN Co will notify Customer via the daily activation file

provided to Customer via SharePoint.

3.2 Surveys and Installation appointments

NBN Co will organise for the Installer to perform an End User desktop phone survey before

attending the Premises for an Installation at the Premises.

The purpose of the survey is to determine if the End User’s site is suitable for an SRSS

Product and, if suitable, the type of Installation required (e.g. tile or tin roof mounted, pole

mounted, line of sight to satellite, etc.). In addition to the information that NBN Co provides

to Customer at the time of requesting an Installer in relation to the Installation at the

Premises, the Installer will determine any additional requirements associated with

disconnection of existing equipment at the Premises (if applicable).

If the Installer is not able to assess the Installation requirements through an End User

desktop phone survey, the Installer will:

schedule a time with the End User to visit the premises; and

attend the site of the Premises, and be prepared to perform a Standard Installation (if

possible), and if a Standard Installation is not possible, complete a site survey at the

Premises (for which NBN Co may charge Customer in accordance with the Ancillary

Charges specified in the SRSS Product Description in the SRSS Product Catalogue).

The Installer will provide all necessary information relating to the Installation works to the

End User, including the date of the Installation and (if relevant) the application of Late


Cancellation Charges and Missed Appointment Fees and any other matters associated with

the Installation.

If the Installation is a Non-Standard Installation then the Installer will:

inform the End User of the requirement for a Non-Standard Installation;

determine the additional costs that the Installer will incur in connection with the Non-Standard Installation on a time and materials basis (when compared with a Standard Installation); and

provide NBN Co with a quote for the additional costs of the Non-Standard Installation.

If the Installation is a Non-Standard Installation, then:

NBN Co (or an Installer) may obtain Customer's or the applicable End User's consent to their payment of the quote before requesting that the Installer to proceed with the Installation. If such consent is not provided, and a Non-Standard Installation is required at the Premises, then NBN Co (or an Installer) will not be required to connect and activate the Access Components for the Premises during the appointment and the Service Level Targets will not apply; and

Customer must obtain, or require the End user to obtain, all necessary consents and approvals for the Installer to access the Premises, including access to any real property or part thereof which is owned or managed or controlled by a third party strata body, managing corporation, body corporate or other similar entity or which is otherwise common property under the relevant strata scheme, community titles or other similar legislation to which NBN Co may require access in connection with the purposes described in clause B6 of the Interim Satellite Service Agreement (Second Release).

If NBN Co has requested that the Installer disconnect the existing equipment at the

Premises, the Installer will disconnect the existing equipment at the scheduled time of the

Installation at the Premises.

if Customer has not requested that NBN Co disconnect the equipment from the Premises, and the Installer reasonably considers that disconnection of equipment is required before installing the NBN Co Equipment at the Premises (e.g. the existing equipment is in line of sight to the satellite, or there is no other space on the roof to install the NBN Co Equipment), then the Installer will proceed with disconnecting the equipment at the Premises. Customer agrees that NBN Co will charge Customer Equipment Removal charges, as specified in the Price List.

If the Installer reasonably considers that it would be dangerous to the health or safety of any person or property for the Installer to continue installing and testing the NBN Co Equipment, the Installer will not disconnect any existing equipment at the Premises. If the Installation requires the disconnection of existing equipment, the Installer will abandon the Installation until such time as the Installer reasonably considers that such danger has been eliminated. For clarity, the Service Level Targets do not apply in circumstances where the Installer has been forced to abandon the Installation due to the reasons specified above.

After disconnecting the existing equipment, the Installer will leave the equipment at the Premises.


3.2.1 Identifying faults with NBN Co Equipment

At the time of the Installation, if the Managed Service Provider (or the Installer) identifies a fault with the NTD, which prevents the Installer from completing the Installation process, then the Installer will remain at the Premises and resolve the fault, except in the following circumstances:

the Installation requires additional equipment, which the Installer is not in possession of at that point in time;

the Installer reasonably considers that the fault cannot be resolved within the appointment time; or

the Installer reasonably considers that it would be dangerous to the health or safety of any person or property for the Installer to continue installing and testing the NBN Co Equipment.

3.3 Terms of use of NBN Co Equipment

NBN Co may notify Customer of the terms of use of the NBN Co Equipment from time to

time.

3.4 Physical access policy

Customer agrees that any policies that may apply to NBN Co (or the Installer) when

accessing:

premises or facilities owned, controlled or occupied by Customer; or

Premises of End User,

at which any part of the NBN Co Network, including the NBN Co Equipment, or any other

item that is owned or controlled by NBN Co (or the Installer) is or will be located for the

purpose of the NBN Co (or the Installer) installing the NTD, in accordance with this module

of the SRSS Operations Manual, must not be any more onerous than:

NBN Co would be required to comply with at law; and

the policies that NBN Co notifies to Customer in accordance with clause B8 of the


3.4.1 Scheduling appointments

Customer acknowledges that Installation appointment dates may vary according to the

location of the Premises and the availability of the NBN Co (or the Installer).

The Installer is responsible for contacting the End User directly to organise appointment

times.


3.4.2 Rescheduling or cancelling appointments by Customer or the End User

If the End User wishes to change or cancel an appointment time, the End User may directly

contact the Installer through the contact details that Installer provides to End User at the

time of scheduling an appointment.

The Managed Service Provider and NBN Co will be kept updated on the current

appointment schedule by the Installer. Customer may obtain an update on the

appointment schedule by calling NBN Co (or the Installer) using the relevant contact details

specified in the Contact Matrix, or through checking SIMON. Customer or the End User may

change the date and/or time of the appointment by giving:

at least 48 hours before the scheduled appointment for Installation at the Premises

within a Zone 1 or Zone 2; and

at least 5 Business Days before the scheduled appointment for Installation at the

Premises within a Zone 3,

to NBN Co (or the Installer).

Customer agrees that a rescheduling of an appointment for Premises within Zone 4 will

require extended lead times (i.e. 5-10 Business Days).

3.4.3 Rescheduling by the Installer

If the Installer needs to reschedule an appointment, the Installer will contact the End User

directly.

3.5 Presence of adult at the time of Installation

Customer must use reasonable endeavours to ensure that, at, and for the duration of, the

scheduled appointment time of the Installation, the End User (or their authorised

representative) is present.

The End User (or their authorised representative) who is present at the time of the

Installation must be 18 years or above.

Customer agrees that NBN Co (or the Installer) is not required to complete the Installation if

the above requirement is not satisfied.

3.6 Missed appointments

Customer agrees that, if an Installer has visited a Premises at the time of the appointment

and, either:

the End User (or their authorised representative) was not present for the work to occur

such as installation, on site survey or maintenance call out; and/or

the requirement under clause 3.5 is not satisfied,


then:

the Service Level Targets will not apply to that missed appointment; and

NBN Co will charge Customer a Missed Appointment charge as specified in the SRSS

Price List.


4 Activations

4.1 Activation

After the Installer has successfully installed the NBN Co Equipment at the Premises, they will

perform testing of the NBN Co Equipment before activating the service.

After successful testing of the NBN Co Equipment, the SRSS Product will be connected and

activated at that Premises and become ready for use. This date will be deemed to be the

‘Ready for Use Date’ for the Ordered SRSS Product.

On and from the Ready for Use Date, Recurring Charges will be payable by Customer.

Customer is responsible for providing the End User with assistance in respect of configuring

End User’s CPE.

4.2 Activation enquiries and complaints

Customer may query the status of an order and/or lodge a complaint at any time by

contacting the Managed Service Provider through the Managed Service Provider’s Help

Desk, details of which will be specified in the Contact Matrix.

The Managed Service Provider will respond to such queries or complaints in accordance

with the Service Level Targets.

4.3 Service usage

Customer must comply with the Fair Use Policy and the Business Rules set out in the SRSS

Product Catalogue.

Customer must manage End User service usage through their accounting/billing

infrastructure.

NBN Co will provide Customer with a daily file showing aggregate download, upload (peak

and off peak) and billing anniversary date for each End User service.

4.3.1 Fortnightly meetings regarding service usage

Customer agrees that Customer must meet with NBN Co to discuss Customer’s service

usage, including in respect of:

the average download capacity the Customer is making available to Eligible End

Users;

the average upload capacity the Customer is making available to Eligible End Users;

and

general compliance with the Fair Use Policy and the Business Rules,


fortnightly, or as otherwise agreed between the parties.

If NBN Co requests, Customer must provide NBN Co with information or data in respect of

Customer’s:

the average download capacity the Customer is making available to Eligible End

Users;

the average upload capacity the Customer is making available to Eligible End Users;

and

any other matter that NBN Co reasonably considers is necessary,

for the purpose of NBN Co monitoring Customer’s compliance with the Fair Use Policy set

out in the SRSS Product Description.

Customer must nominate the relevant contact person for the purpose of the above-

specified meetings with NBN Co, and provide details of such person(s) to Customer’s NBN

Co Account Manager.

Formatted Table


Module 4: Assurance


1 Introduction

1.1 Timeframes

The timeframes applicable to the end-to-end process from receipt of a fault report to

completion of investigation and rectification of that fault report are set out in the SRSS

Product Catalogue.

1.2 Initial diagnosis of fault by Customer

If,

Customer receives a report of a fault from an End User in connection with a Customer Product;

Customer detects a fault in connection with an Ordered SRSS Product; or

Customer considers that its services and/or products have been adversely affected by NBN Maintenance,

Customer must troubleshoot with the End User to ensure that the fault is not caused by part

of their Customer Premises Equipment (CPE) in accordance with the troubleshooting guide

provided to Customer by the Managed Service Provider (Troubleshooting). If required,

Customer must perform further investigation in respect of the fault, including analysing End

User’s records and making inquiries of the End User in respect of the fault.

As part of the required Troubleshooting and further investigation, Customer must verify

whether the reported fault relates to an AVC or any other SRSS Product Component to

determine whether the fault relates to a satellite link issue. Customer must perform the

following activities:

reset the NTD remotely;

check the ee/No value for the NTD;

perform a ping test; and

perform a traceroute,

(together, the Verification Tests).

After Customer has performed Troubleshooting and any further investigation, and Customer

considers that the fault is not rectified through the Troubleshooting and should be reported,

Customer must:

promptly report the fault to the Managed Service Provider in accordance with clause 1.3; and

notify the Managed Service Provider of the results of the Verification Tests by including this information in the Fault Ticket via phone or email.


NBN Co is not legally responsible and assumes no liabilities or obligations for faults beyond

the NBN Co Network Boundaries or to the extent that faults are caused or contributed to by

faults beyond the NBN Co Network Boundaries, including but not limited to:

in any equipment or software not forming part of the Ordered SRSS Product, the NBN Co Equipment, NBN-Related Networks, or any other matter or thing for which NBN Co is not responsible;

in any part of Customer Network; or

in any End User equipment connected to any NBN-Related Networks.

1.3 Reporting of faults to the Managed Service Provider

If Customer, after performing the Troubleshooting and further investigation in respect of a

fault, determines that the fault is within any part of any NBN-Related Networks (including

the NBN Co Equipment), then Customer must promptly report the fault to the Managed

Service Provider by phoning or emailing the Managed Service Provider via the relevant

contact details set out in the Contact Matrix. Customer will be deemed to have validly

reported a fault for the purpose of measuring the relevant Service Level Target at this time.

Customer must provide the information required by the Managed Service Provider in

respect of the particular type of fault, as specified in the troubleshooting guide provided to

Customer by the Managed Service Provider.

After the Managed Service Provider has been provided with the required information, the

Managed Service Provider will investigate the relevant fault to confirm whether it is a NBN

Fault (as defined in the SRSS Product Catalogue). If the Managed Service Provider

determines that the reported fault is a NBN Fault, the Managed Service Provider will accept

the fault case and create a Fault Ticket that provides a fault reference number to Customer.

If Customer fails to provide all the required information when reporting a fault and/or the

Managed Service Provider determines that the fault is not an NBN Fault, the Managed

Service Provider will reject the fault case and request that Customer submits a new fault.

If the Managed Service Provider rejects Customer’s fault case, the Managed Service Provider

will specify the information required to be provided by Customer in order for the Managed

Service Provider to verify that the fault is an NBN Fault and accept the fault and issue a Fault

Ticket to Customer.

If the Managed Service Provider determines, acting reasonably, that a fault is not an NBN Fault, and:

where the Managed Service Provider or its Personnel have not attended the suspected location of the suspected cause of that alleged NBN Fault for the purposes of investigating and/or rectifying that alleged NBN Fault, NBN Co may charge Customer the charges associated with No Fault Found (No Truck Roll Required), as specified in the SRSS Price List; or


where the Managed Service Provider or its Personnel attended the suspected location of the suspected cause of that alleged NBN Fault for the purposes of investigating and/or rectifying that alleged NBN Fault, NBN Co may charge Customer the charges associated with No Fault Found (Truck Roll Required), as specified in the SRSS Price List.

1.4 Resolving NBN Faults

If the Managed Service Provider determines that a fault is a NBN Fault, the Managed Service

Provider will conduct troubleshooting in respect of that fault to determine whether the NBN

Fault is a Soft Fault, a Hard Fault or a Network Fault.

The Managed Service Provider will investigate and repair NBN Faults in accordance with any

applicable Service Level Targets specified in the SRSS Product Catalogue.

1.4.1 Resolving Soft Faults

If the NBN Fault is a Soft Fault, the Managed Service Provider will advise Customer that the

NBN Fault will be rectified remotely. The Managed Service Provider will provide Customer

with the steps required to be taken by Customer to rectify the fault remotely.

The Managed Service Provider or its Personnel may request further information and/or

assistance from Customer in respect of the rectification of the NBN Fault by phone or email.

Customer must, as soon as reasonably practicable, provide the requested information

and/or assistance to NBN Co to assist with the rectification of the NBN Fault. If Customer

fails to provide the requested information and/or assistance, the Service Level Targets will

not apply.

If, following the remote operator actions, the Managed Service Provider considers that it has rectified the NBN Fault, the Managed Service Provider will clear the Fault Ticket. If Customer does not agree that the NBN Fault has been rectified, Customer must update the relevant Fault Ticket and provide reasons to the Managed Service Provider, via phone or email, within 48 hours of the clearance of the Fault Ticket by the Managed Service Provider. If Customer fails to notify the Managed Service Provider within the above-specified time, the Managed Service Provider will close the relevant Fault Ticket.

If Customer does not agree that the NBN Fault has been rectified, and the Managed Service Provider has closed the Fault Ticket in accordance with this clause, Customer must submit a new fault report in respect of that fault in accordance with clause 1.3 of this Assurance Module of the SRSS Operations Manual.

If, following the remote operator actions, the Managed Service Provider:

considers that it has not rectified the NBN Fault, the Managed Service Provider will provide regular updates (as they become available) to Customer via phone or email; or

determines that the fault is a Hard Fault, the Managed Service Provider will notify Customer of that fact and rectify the fault in accordance with clause 1.4.2.


1.4.2 Resolving Hard Faults

If the NBN Fault is a Hard Fault, the Managed Service Provider will advise Customer of the

planned Truck Roll.

The Managed Service Provider (or the Installer) will contact each affected End User at the

Premises to schedule a suitable appointment time. At the time of contacting the affected

End User, the Managed Service Provider (or the Installer) will provide the End User with the

relevant contact details which the End User may use if the End User wishes to communicate

with the Managed Service Provider (or the Installer) in respect of the appointment or the

process for rectification of the Hard Fault.

If the End User wishes to change or cancel an appointment time, the End User may contact

the Installer directly. Customer must ensure that any downstream contracts with the End

User contain terms which require the End User to directly communicate with the Managed

Service Provider (or the Installer) in respect of appointments times for rectification of Hard

Fault.

Customer will be able to view the scheduled appointments through the SIMON portal.

If the Managed Service Provider (or the Installer) requires access to the Premises to perform

rectification works in respect of the NBN Fault, then:

any Service Level Targets will be subject to access to the Premises in accordance with

clause B6.1 of the Interim Satellite Service Agreement (Second Release); and

Customer must use reasonable endeavours to ensure that, at, and for the duration of,

the scheduled appointment time of the Installation, the End User (or their authorised

representative) (who is 18 years or above) is present.

If the Managed Service Provider (or the Installer) is unable to access the Premises due to the

affected End User (or their authorised representative), in accordance with the above

requirements, not being in attendance at the scheduled appointment time, then:

the Service Level Targets do not apply to the extent that the Managed Service Provider

(or the Installer) is unable to access the Premises at the scheduled appointment time

due to an act or omission of the End User; and

NBN Co may charge Customer a Missed Appointment Fee, as specified in the SRSS Price

List.

If the Managed Service Provider (or the Installer) is required to attend the location of the

cause of the NBN Fault for the purpose of rectifying that NBN Fault, NBN Co will charge

Customer the charges associated with an On Site Maintenance Call Out, as specified in the

SRSS Price List.

If, following the appointment, the Managed Service Provider (or the Installer) has rectified the NBN Fault, the Managed Service Provider will notify Customer via phone or email and close the relevant Fault Ticket in accordance with clause 1.5.


If, following the remote operator actions, the Managed Service Provider (or the Installer) considers that it has rectified the NBN Fault, the Managed Service Provider will clear the Fault Ticket. If Customer does not agree that the NBN Fault has been rectified, Customer must update the relevant Fault Ticket and provide reasons to the Managed Service Provider, via phone or email, within 48 hours of the clearance of the Fault Ticket by the Managed Service Provider. If Customer fails to notify the Managed Service Provider within the above-specified time, the Managed Service Provider will close the relevant Fault Ticket.

If Customer does not agree that the NBN Fault has been rectified, and the Managed Service Provider has closed the Fault Ticket in accordance with this clause, Customer must submit a new fault report in respect of that fault in accordance with clause 1.3 of this Assurance Module of the SRSS Operations Manual.

If, following the appointment, the Managed Service Provider (or the Installer) has not rectified the NBN Fault, the Managed Service Provider will use reasonable endeavours to further investigate the Hard Fault to resolve the fault, and provide regular updates (as they become available) to Customer within the relevant fields, via phone or email.

1.4.3 Network Fault

If:

as a result of monitoring the NBN Co Satellite Network, the Managed Service Provider becomes aware of a Network Fault; or

the Managed Service Provider determines that the fault reported to it by Customer is, or is related to, a Network Fault,

then the Managed Service Provider will provide the affected Customer with regular updates on the rectification of the Network Fault (Network Fault Update) in accordance with the timeframes specified in the Service Level Targets (based on the severity of the Network Fault, as specified in the SRSS Product Catalogue).

The Managed Service Provider will provide the following minimum information to Customer

as part of the Network Fault Update:

details of the services affected by the Network Fault (in respect of the satellite hub and/or the geographical area, if available); and

actions being undertaken to rectify the Network Fault, including Unplanned NBN Maintenance (in accordance with clause 1.4.4) or Emergency maintenance (in accordance with clause 1.4.6), as the case may be.

The Managed Service Provider will provide the Network Fault Updates to Customer via email or SMS (or any other means as may be agreed by Customer and notified to the Managed Service Provider and/or NBN Co from time to time).

After the Managed Service Provider has rectified the Network Fault, the Managed Service Provider will close the relevant Fault Ticket in accordance with the procedures specified in clause 1.5.

1.4.4 Unplanned NBN Maintenance

If:


as a result of monitoring the NBN Co Satellite Network, the Managed Service Provider becomes aware of a Network Fault;

as a result of Customer reporting a fault which the Managed Service Provider determines that fault to be a Network Fault;

NBN Co or the Managed Service Provider become aware of a Service Affecting Fault;

NBN Co or the Managed Service Provider become aware, or Customer notifies NBN Co or the Managed Service Provider, of an emergency where NBN Co or the Managed Service Provider do not consider that it is feasible in the prevailing circumstances to schedule and perform Unplanned NBN Maintenance; or

an unexpected outage occurring within the NBN Co Satellite Network,

and the Managed Service Provider determines that it is required to perform Unplanned NBN Maintenance to resolve the fault (and that the Unplanned NBN Maintenance will, or is likely to, create an outage within the NBN Co Satellite Network), then the Managed Service Provider:

will issue a Fault Ticket in respect of that fault to affected Customer(s) (unless Customer has already been issued a Fault Ticket in respect of the reported fault related to a Soft Fault or a Hard Fault); and

provide the following information as soon as practicable via email or SMS :

- the Fault Ticket number (if applicable);

- description of the fault and the maintenance works;

- the start time of the maintenance works;

- a classification of the severity of the maintenance works;

- the status of the maintenance works;

- a description of the fault and the maintenance works - this description may include: updates on the maintenance works as they arise; the services that may be affected by the maintenance; a description of any outages that may be caused by the maintenance works; and

- any other information that the Managed Service Provider considers is reasonably necessary in respect of the Unplanned NBN Maintenance works.

(Unplanned NBN Maintenance Notice).

After the Managed Service Provider has completed the Unplanned NBN Maintenance, the

Managed Service Provider will provide Customer with an Unplanned NBN Maintenance

Completion Notice via email or SMS (Unplanned NBN Maintenance Completion Notice).

If, upon checking the operation of Customer’s services following receipt of an Unplanned

NBN Maintenance Completion Notice, Customer reasonably considers that:

an outage caused as a result of the Unplanned NBN Maintenance has not been rectified; and/or


Customer’s services and/or products have been adversely affected by the Unplanned NBN Maintenance,

Customer may phone or email the Managed Service Provider via the relevant contact details

set out in the Contact Matrix, to request the Managed Service Provider’s assistance to

investigate and rectify the fault. As soon as the Managed Service Provider receives the fault

report from Customer, the Managed Service Provider will determine whether that fault is an

NBN Fault in accordance with clause 1.3. If the Managed Service Provider determines that

the fault is an NBN Fault, then the Managed Service Provider will provide Customer with a

Fault Ticket in respect of that fault.

The Managed Service Provider will investigate the reported fault to determine whether it is

a Soft Fault, Hard Fault or Network Fault, and rectify the fault in accordance with clauses

1.4.1, 1.4.2, or 1.4.3 (as the case may be).

If the Managed Service Provider determines that the reported NBN Fault requires the

performance of Emergency Maintenance, the Managed Service Provider will issue an

Emergency Maintenance Notice to Customer in accordance with this Assurance module of


1.4.5 Planned NBN Maintenance

The Managed Service Provider will provide each Customer with a yearly schedule of the Planned NBN Maintenance windows.

The Managed Service Provider will perform Planned NBN Maintenance monthly, from midnight to 6 am (Sydney local time), in accordance with the yearly schedule provided to Customer.

The Managed Service Provider will provide the following minimum information to Customer at least 10 Business Days prior to the commencement of each scheduled monthly maintenance window:

an ID number for the relevant planned maintenance work;

the start and stop time and date of the maintenance window;

a classification of the severity of the maintenance works;

the status of the maintenance works;

a description of the maintenance works - this description may include: updates on the maintenance works as they arise; the services that may be affected by the maintenance; a description of any outages that may be caused by the maintenance works; and

any other information that the Managed Service Provider considers is reasonably necessary in respect of the Planned NBN Maintenance.

(Planned NBN Maintenance Notice).

The Managed Service Provider will provide the Planned NBN Maintenance Notice to Customer via email or SMS.


On completion of each scheduled monthly maintenance window, the Managed Service

Provider will notify Customer of this completion by sending an email or SMS (Planned NBN

Maintenance Completion Notice).

If, upon checking the operation of Customer’s services following receipt of a Planned NBN

Maintenance Completion Notice, Customer reasonably considers that:

an outage caused as a result of the Planned NBN Maintenance has not been rectified; and/or

Customer’s services and/or products have been adversely affected by the Planned NBN Maintenance,



investigate and rectify the fault.

As soon as the Managed Service Provider receives the fault report from Customer, the

Managed Service Provider will determine whether that fault is an NBN Fault in accordance

with clause 1.3. If the Managed Service Provider determines that the fault is an NBN Fault,

then the Managed Service Provider will provide Customer with a Fault Ticket in respect of

that fault.





performance of Unplanned NBN Maintenance and/or Emergency Maintenance, the

Managed Service Provider will provide an Unplanned NBN Maintenance Notice or

Emergency Maintenance Notice (as the case may be) to Customer, in accordance with this

Assurance module of the SRSS Operations Manual.

1.4.6 Emergency maintenance

If:

as a result of monitoring the NBN Co Satellite Network, the Managed Service Provider becomes aware of a Network Fault;

as a result of Customer reporting a fault which the Managed Service Provider determines that fault to be a Network Fault; and

either party notifies the Managed Service Provider, or the Managed Service Provider otherwise becomes aware, of an actual or potential state of danger requiring immediate action to avoid or mitigate any loss, damage or personal injury,

and the Managed Service Provider determines that there is an Emergency in respect of which it needs to perform emergency maintenance works (e.g. replacement of a failed or failing network component, or dealing with an immediate or potential threat) to network operations to resolve the issue which will, or is likely to, create an outage within the NBN Co


Satellite Network (Emergency Maintenance), the Managed Service Provider will notify affected Customer(s) (unless Customer has already been issued a Fault Ticket in respect of the Emergency subject of a reported fault) of the required emergency maintenance works windows as soon as practicable by email or SMS, and provide the following information to affected Customer:

a Fault Ticket number (if applicable);

description of the emergency circumstance, related fault(s) and the maintenance works;

the start time of the maintenance works; and

any other information that is reasonably necessary to provide to Customer in respect of the Emergency Maintenance works.

(Emergency Maintenance Notice).

The Managed Service Provider will provide the Emergency Maintenance Notice to Customer via email or SMS.

The Managed Service Provider will provide regular updates (as and when they become available) to Customer in respect of the performance and progress of the Emergency Maintenance.

After the Managed Service Provider has completed the Emergency Maintenance, the

Managed Service Provider will provide Customer with an Emergency Maintenance

Completion Notice via email or SMS (Emergency Maintenance Completion Notice).

If, upon checking the operation of Customer’s services following receipt of an Emergency

Maintenance Completion Notice, Customer reasonably considers that:

an outage caused as a result of the Emergency Maintenance has not been rectified; and/or

Customer’s services and/or products have been adversely affected by the Emergency Maintenance,



investigate and rectify the fault.

As soon as the Managed Service Provider receives the fault report from Customer, the

Managed Service Provider will determine whether that fault is an NBN Fault in accordance

with clause 1.3. If the Managed Service Provider determines that the fault is an NBN Fault,

then the Managed Service Provider will provide Customer with a Fault Ticket in respect of

that fault.






performance of Unplanned NBN Maintenance, the Managed Service Provider will issue an

Unplanned NBN Maintenance Notice to Customer in accordance with this Assurance module

of the SRSS Operations Manual.

1.5 Closure of a Fault Ticket

1.5.1 Closure of a Fault Ticket initiated by the Managed Service Provider

After the Managed Service Provider considers that a Fault Ticket has been resolved, the

Managed Service Provider will notify Customer of that completion, via phone or email.

On receipt of this notification, Customer must investigate and verify that the NBN Fault has

been rectified by:

testing the affected service(s) and/or product(s); and

performing testing and/or further investigations to confirm that the fault has been rectified and no longer impacts Customer, affected End Users.

If Customer wishes to notify the Managed Service Provider of::

the NBN Fault having been properly rectified; or

the NBN Fault not having been rectified (i.e. service(s) and/or product(s) are still affected or Customer is still receiving fault reports from affected End User),

then Customer may contact the Managed Service Provider to notify them of this fact. Upon receipt of the notification from Customer that the NBN Fault has not been rectified, the Managed Service Provider will retain the Fault Ticket open, and use reasonable endeavours to perform further testing and investigation to rectify that NBN Fault.

If Customer does not provide such confirmation within 48 hours, the Managed Service

Provider will close the Fault Ticket.

If after performing further testing and investigation, the Managed Service Provider

considers that the NBN Fault:

is rectified, the Managed Service Provider will restart the closure process under this clause 1.5.1; or

is a fault that requires the Managed Service Provider to perform Unplanned NBN Maintenance or Emergency Maintenance to rectify the NBN Fault, provide Customer with an Unplanned NBN Maintenance Notice or Emergency Maintenance Notice (as the case may be) in accordance with this Assurance module of the SRSS Operations Manual.

If Customer does not accept that the NBN Fault has been sufficiently rectified, then

Customer may escalate the NBN Fault in accordance with clause 1.6 of this module of the

SRSS Operations Manual.


1.5.2 Closure of a Fault Ticket initiated by Customer

If Customer considers that a Fault Ticket has been resolved without intervention by the

Managed Service Provider or its Personnel, Customer must, immediately upon becoming

aware of the resolution, notify the Managed Service Provider via phone or email.

On receipt of the notification, the Managed Service Provider will investigate and verify

whether the relevant NBN Fault has been properly rectified.

If the Managed Service Provider or its Personnel determines that the NBN Fault has been

rectified and, an appointment for a Truck Roll has been scheduled in respect of that NBN

Fault, the Managed Service Provider will cancel that appointment.

If the Managed Service Provider or its Personnel verifies that the NBN Fault has been

properly rectified, as reported to it by Customer under this clause, the Managed Service

Provider will close the relevant Fault Ticket, including any associated Fault Ticket(s).

1.6 Escalation of an unresolved Fault Ticket

If:

Customer wishes to escalate an unresolved Fault Ticket; or

Customer does not consider that a Fault Ticket should have been closed in accordance with clause 1.5 of this module of the SRSS Operations Manual,

Customer must first contact the Managed Service Provider’s Help Desk using the escalation

contact details specified in the Contact Matrix.

If the Managed Service Provider’s Help Desk is not able to resolve the escalated issue, and

Customer wishes to further escalate the unresolved Fault Ticket, Customer must provide

NBN Co with a written notice seeking escalation to the relevant escalation contact person

specified in the Contact Matrix, and include the following minimum information:

the Fault Ticket number;

the reasons for which Customer does not consider that the NBN Fault has been properly rectified;

the steps that Customer has undertaken to investigate and verify whether the NBN Fault has been properly rectified;

the services and/or products still affected by the NBN Fault;

the NTD IDs and/or Circuit IDs associated with the affected service(s) and/or product(s); and

a nominated Customer contact person for the escalation.

(an Escalation Notice).


NBN Co will investigate the Escalation Notice to determine a resolution path for the

unresolved Fault Ticket.

If NBN Co is unable to resolve the unresolved Fault Ticket following further investigation in

respect of the unresolved NBN Fault, NBN Co will contact Customer’s nominated contact

person in the Escalation Notice to discuss and agree a plan of action in respect of the

unresolved Fault Ticket. The Fault Ticket will remain open until the fault has been resolved.

1.7 Planned NBN Maintenance queries

If Customer wishes to query the status of Planned NBN Maintenance works or the relevant

Fault Ticket, Customer may phone or email the Managed Service Provider via the relevant

contact details set out in the Contact Matrix.

If the Managed Service Provider considers that it requires further information in respect of a

query, the Managed Service Provider will request that information by phone or email.

Customer must provide the requested information to the Managed Service Provider by

phone or email.

The Managed Service Provider will determine the status and/or description of the Planned

NBN Maintenance works and advise Customer by updating the Planned NBN Maintenance

outage via phone or email.

1.8 Fault Ticket queries

If Customer wishes to query the status of a Fault Ticket, Customer may phone or email the

Managed Service Provider via the relevant contact details set out in the Contact Matrix.

If the Managed Service Provider considers that it requires further information in respect of a

query, the Managed Service Provider will request, and Customer must provide, that

information.

The Managed Service Provider will determine the status of the Fault Ticket and advise

Customer by phone or email.

1.9 Physical access policy

Customer agrees that any policies that may apply to the Managed Service Provider or its

Personnel when accessing:

premises or facilities owned, controlled or occupied by Customer; or

Premises of End User,

at which any part of NBN Co Network, including the NBN Co Equipment, or any other item

that is owned or controlled by NBN Co is or will be located for the purpose of the Managed

Service Provider or its Personnel performing rectification and maintenance works, in

accordance with this module of the SRSS Operations Manual, is no more onerous than:


NBN Co would be required to comply with at law; and

the policies that NBN Co notifies to Customer in accordance with clause B8 of the Interim Satellite Service Agreement (Second Release).

Formatted Table


Module 5: Billing


1 Billing and payments

This Billing module of the SRSS Operations Manual describes the billing processes and

interactions that apply to NBN Co and Customer in connection with supply of SRSS Products

under the Interim Satellite Service Agreement (Second Release).

1.1 Billing Period Options

1.1.1 Billing Period Options available

NBN Co will make available the following Billing Period Options:

Name of Billing Period Start of Billing Period

(Time/Day of Calendar Month)

End of Billing Period

(Time/Day of Calendar Month)

4 00:00:00/4th 23:59:59/3rd

10 00:00:00/10th 23:59:59/9th

20 00:00:00/20th 23:59:59/19th

1.1.2 Notification of new or changed Billing Period Options

From time to time, NBN Co may make available new Billing Period Options, or change any of

the then-current Billing Period Options, by providing 30 Business Days prior notice to

Customer.

Customer may also request that NBN Co notify Customer of the then-current Billing Period

Options by submitting a Billing Enquiry in accordance with clause 1.5 (and NBN Co will

respond to such Billing Enquiries in accordance with clause 1.5).

1.1.3 Selecting and changing Billing Period Options

If more than one Billing Period Option is available:

Customer may select one of those Billing Period Options by notifying NBN Co of that

selection during the creation of Customer’s billing account during the Account

Establishment phase of the on-boarding process, or at any other time by providing 60

Business Days notice to NBN Co; or

if Customer does not select a Billing Period Option by the end of the Account

Establishment phase of the on-boarding process, NBN Co will select a Billing Period

Option for Customer and notify Customer of that selection.


1.2 Invoicing

1.2.1 Forms of Invoices

In respect of each Billing Period, NBN Co will make available the following forms of invoices

to Customer:

Summary Invoice

Billing Invoice File (BIF)

Billing Event File (BEF)

Billing Adjustment File (BAF)

as further described in clauses 1.2.1.1 to 1.2.1.4 below and in clause 1 of the Appendix to

this NBN Co Operations Manual.

From time to time NBN Co may change the format, layout, presentation and data contained

within the different forms of invoices by providing at least 30 Business Days prior notice to

Customer.

1.2.1.1 Summary Invoice

A Summary Invoice is the monthly tax invoice issued by NBN Co that summarises the

Charges incurred by Customer in respect of the relevant Billing Period.

NBN Co will provide Summary Invoices in PDF format.

NBN Co will make Summary Invoices available for retrieval by Customer via the NBN Co

Service Portal on a monthly basis. NBN Co will notify Customer by email when a Summary

Invoice is available for retrieval by Customer via the NBN Co Service Portal.

NBN Co will ensure that each Summary Invoice includes the following information to the

extent relevant:

NBN Co company information;

Total amount due and GST payable;

Payment due date and payment options;

Customer address information;

Summary of spend by SRSS Product;

Payments processed since last invoice;

Account-level adjustments processed since last invoice;

Billing Event Files distributed since last invoice;


Service-level adjustments included in a Billing Adjustment File distributed since last

invoice.

An example of the Summary Invoice is set out in clause 1 of the Appendix to this NBN Co

Operations Manual.

1.2.1.2 Billing Invoice File (BIF)

A BIF is a machine-readable version of a Summary Invoice and contains a summary of the

Charges incurred by Customer in respect of the relevant Billing Period.

NBN Co will provide BIFs in XML format.

NBN Co will make BIFs available for retrieval by Customer via the NBN Co Service Portal on a

monthly basis. NBN Co will notify Customer by email when a BIF is available for retrieval by

Customer via the NBN Co Service Portal.

NBN Co will ensure that each BIF contains the following information to the extent relevant:

NBN Co company information;

Total amount due and GST payable;

Payment due date and payment options;

Customer address information;

Summary of spend by SRSS Product;

Billing Event Files distributed since last invoice;

Other charges and credits

Further information in relation to BIFs is set out in the B2B Developer’s Guide - Billing, a

copy of which can be obtained by Customer by making a Billing Enquiry pursuant to clause

1.5.

1.2.1.3 Billing Event File (BEF)

A BEF is a machine readable file that contains an itemised list of Charges incurred by

Customer in respect of the relevant Billing Period.

NBN Co will provide BEFs in XML format.

NBN Co will make available BEFs on a daily or monthly basis (referred to as “BEF file

frequency”). Customer may select the BEF file frequency during the creation of Customer’s

billing account in NBN Co’s billing system during Billing Account Establishment phase of On-

boarding, or at any other time by submitting a Billing Enquiry in accordance with clause 1.5

at least 5 Business Days prior to the date on which Customer requires that the change take

effect.


If Customer does not select a BEF file frequency, BEF file frequency will be monthly.

NBN Co will make BEFs available for retrieval by Customer via the NBN Co Service Portal on

a monthly or daily basis. If Customer has selected a daily BEF file frequency, NBN Co will

make available the BEF for retrieval by 11am on each Business Day in Sydney, New South

Wales.

NBN Co will ensure that each BEF contains the following information:

Service level charges for each SRSS Product acquired by Customer in accordance with

the SRSS Price List. This includes monthly recurring charges for NNI, CVC, AVC and UNI.

Service level ancillary charges incurred by Customer in accordance with the SRSS Price

List. This includes Charges for service installation, service modification and service

management.

Service level adjustments that are processed and applied in the current Billing Period.

This may include settlements of disputes raised in accordance with clause 1.6.

Pro-rated charges for activation, modification or disconnection of an SRSS Product

based on the number of days the SRSS Product was supplied by NBN Co to Customer

during the applicable Billing Period.

Further information in relation to BEFs is set out in the B2B Developer’s Guide - Billing, a

copy of which can be obtained by Customer by making a Billing Enquiry pursuant to clause

1.5.

1.2.1.4 Billing Adjustment Files (BAF)

A BAF is a machine readable file that contains service level adjustments for Charges relating

to a previously issued invoice.

NBN Co will provide BAFs in XML format.

NBN Co will only make BAFs available to Customer when an adjustment or settlement is

performed on a service level Charge event invoiced in a previous Billing Period.

If Customer has elected to receive daily BEF files, BAF files will be issued daily whenever a

relevant transaction has been generated by NBN Co on the relevant day.

If Customer has elected to receive monthly BEF files, BAF files will be issued monthly

whenever a relevant transaction has been generated by NBN Co during the Billing Period

and will include all relevant transactions performed during the Billing Period.

NBN Co will not produce a BAF if that BAF does not contain any records.

Further information in relation to BAFs is set out in the B2B Developer’s Guide - Billing, a

copy of which can be obtained by Customer by making a Billing Enquiry pursuant to section

1.5.


1.2.2 Issuing forms of invoices

NBN Co will, in its discretion, issue each form of invoice to Customer by making the forms of

invoices available to retrieve via the NBN Co Service Portal, together with an email

notification when the form of invoice is available (which will be sent via unencrypted email

to the email address specified by Customer in the Contact Matrix).

Customer may change the email address to which NBN Co sends notifications, by submitting

a Billing Enquiry in accordance with clause 1.5 notifying NBN Co of the change no later than

10 Business Days before the change is requested to take effect (and NBN Co will

acknowledge receipt in accordance with clause 1.5).

If Customer encounters technical problems with retrieving forms of invoices via the NBN Co

Service Portal, Customer must notify NBN Co immediately by submitting a Billing Enquiry in

accordance with clause 1.5.

1.2.3 Late issuing of forms of invoices

NBN Co will use reasonable endeavours to issue the invoice for each Billing Period within 10

calendar days after the start of the Billing Period.

If NBN Co is unable to issue a form of invoice within this period, NBN Co will use reasonable

endeavours notify Customer by email of the delay and the revised date by which NBN Co

will issue to Customer that form of invoice.

Any delay will not affect Customer’s obligation to pay the invoice in accordance with the

terms of the Interim Satellite Service Agreement (Second Release) and this Billing module of


1.2.4 Failure to receive a form of invoice

If Customer does not receive the form of invoice:

within 10 calendar days after the start of the Billing Period; or

on or before the revised date if NBN Co has notified Customer of a delay in issuing the

form of invoice,

Customer must notify NBN Co within 15 Business Days of the relevant date set out above, by

submitting a Billing Enquiry in accordance with clause 1.5.2 (and NBN Co will respond to

such Billing Enquiries in accordance with that clause 1.5.2).

1.3 Payment

1.3.1 NBN Co’s bank account

NBN Co will ensure that each invoice specifies the details for NBN Co’s nominated bank

account.


1.3.2 Remittance advices

Each payment of an invoice by Customer must be:

accompanied by sufficient information for NBN Co to identify, process and properly

allocate those invoice payments (a Remittance Advice). A Remittance Advice must, at

a minimum, include:

the invoice number to which the payment relates;

the value of the payment;

if applicable, the value of any amount withheld due to a Billing Dispute;

the date of the payment;

the funds transfer reference number assigned by the financial institution; and

the financial institution undertaking the transfer.

Customer must provide NBN Co with a Remittance Advice in connection with all invoice

payments made by Customer to NBN Co, including details of the invoice (e.g. invoice

number) to which the Remittance Advice relates.

A Remittance Advice must be sent by Customer to the email address specified by NBN Co in

the invoice.

1.3.3 Customer to notify NBN Co if Customer cannot pay invoice

Customer must immediately notify NBN Co in writing if Customer anticipates that it will not be able to pay NBN Co any undisputed amount set out in an invoice on or before the due date specified in an invoice.

1.3.4 Record of payments in next invoice

When NBN Co treats an invoice payment as being received in accordance with clause

B3.10(c) of the Interim Satellite Service Agreement (Second Release), NBN Co will ensure

that, subject to an allowance of 2 Business Days for processing of payments, the invoice next

issued by NBN Co to Customer after the receipt of the payment includes a record of that

received payment.

If an invoice payment made by Customer is dishonoured, then that payment will be treated

as not having been received by NBN Co until it is credited to NBN Co’s nominated account in

free and clear funds, together with a reimbursement of any dishonour fees and charges that

have been paid, or may be payable, by NBN Co in respect of that dishonoured payment, and

NBN Co receives a further Remittance Advice from Customer that specifies the invoice in

respect of which the payment, and if applicable, reimbursement has been made.


If Customer considers that a prior payment has not been properly recorded in the next

invoice, Customer may submit a Billing Enquiry to NBN Co in accordance with clause 1.5,

(and NBN Co will respond to such Billing Enquiries, in accordance with clause 1.5).

1.3.5 Withholding of payment of disputed amounts

If Customer reasonably raises a Billing Dispute prior to due date in accordance with the

relevant processes set out in clause 1.6, then:

Customer may withhold payment of the disputed amount identified in the Billing

Dispute Notice (as that term is defined in clause 1.6.1) until that Billing Dispute is

resolved, except (if applicable); and

Customer must pay the undisputed amount set out in the invoice by the due date.

1.4 Non-payment

1.4.1 Overdue invoice payments

If Customer fails to pay an invoice in accordance with the terms of the Interim Satellite

Service Agreement (Second Release) and this Billing module of the SRSS Operations Manual,

NBN Co may:

contact Customer regarding the outstanding amount, but is not obliged to so; and

exercise its rights under the Interim Satellite Service Agreement (Second Release).

1.5 Billing Enquiries

1.5.1 Specifying Authorised Contacts

Customer must specify the contact person/s that are authorised to request a Billing Enquiry

on behalf of Customer (each an Authorised Contact) during the Account Establishment

phase of the on-boarding process.

Customer may change the Authorised Contacts specified, by an Authorised Contact

providing at least 10 Business Days written notice of that change through submitting a

Billing Enquiry in accordance with clause 1.5 (and NBN Co will respond to such Billing

Enquiries in accordance with clause 1.5).

1.5.2 Making a Billing Enquiry

A Billing Enquiry may be raised in relation to:

simple or general enquiries about invoices, billing or Charges;

notification of new or changed Billing Period Options;

changing the email address or postal address to which NBN Co may send invoices;


notification of a failure to receive an invoice;

a query about a prior payment that has not been properly recorded in the next

invoice; and

any other administrative matters related to billing.

Any enquiry that may result in an adjustment to an invoice must be raised as a Billing

Dispute in accordance with clause 1.6.

An Authorised Contact may at any time raise a Billing Enquiry about an invoice or the billing

process by submitting an email to the NBN Co Billing Team.

An Authorised Contact may also raise a Billing Enquiry by calling the NBN Co Customer

Solutions Centre, in accordance with the contact details set out in the invoice. The NBN Co

Customer Solutions Centre is open from 9:00 am to 5:00 pm (Australian Eastern Standard

Time or Australian Eastern Daylight Time as the case may be) during Business Days.

The NBN Co Billing Team or the NBN Co Customer Solutions Centre (as the case may be)

must use reasonable endeavours to respond to the Billing Enquiry within 10 Business Days

of Customer raising the Billing Enquiry.

If the NBN Co Billing Team or the NBN Co Customer Solutions Centre (as the case may be)

considers that it will not be able to respond to a Billing Enquiry within 10 Business Days of

receipt of the Billing Enquiry, it will notify Customer of a revised timeframe for response.

1.5.3 Escalating Billing Enquiries

If Customer is not reasonably satisfied with the resolution of a Billing Enquiry, an Authorised

Contact may contact the NBN Co Account Manager to seek to resolve the issue giving rise to

the Billing Enquiry.

1.6 Billing Disputes

1.6.1 Raising a Billing Dispute

A Billing Dispute is a dispute between the parties which arises because Customer, acting

reasonably, considers there is an error in the amount of an invoice payable by Customer

under the Interim Satellite Service Agreement (Second Release).

NBN Co will specify the form of Billing Dispute notice which must be used by Customer from

time to time during the Term (Billing Dispute Notice). From time to time, NBN Co may

change the Billing Dispute Notice by providing at least 5 Business Days’ notice to Customer.

If Customer wishes to raise a Billing Dispute in respect of an invoice, Customer must:

obtain a copy of the then current form of Billing Dispute Notice upon request by

Customer to:


the relevant person within the NBN Co Billing Disputes Team, as specified in the

Contact Matrix that NBN Co provides to Customer during the on-boarding

process; or

the NBN Co Customer Solutions Centre; and

complete and submit a Billing Dispute Notice to NBN Co.

Customer must provide all of the information required by the Billing Dispute Notice.

Without limiting the information that the Billing Dispute Notice may require Customer to

provide, Customer must, at a minimum, include the following information in relation to the

Billing Dispute Notice:

Customer account number;

invoice number (in respect of which Customer is raising a Billing Dispute);

disputed amount, including a list of the disputed items –indicating whether a partial or

the full amount in dispute (exclusive of GST);

reason(s) for the Billing Dispute (e.g. a brief description of the disputed matter);

supplementary information or evidence that supports the Billing Dispute (this may

include additional documentation, or reference numbers of any issues notified to NBN

Co);

contact details for Customer through which NBN Co may communicate with Customer

regarding the Billing Dispute; and

any other information that Customer reasonably considers necessary for resolution of

the Billing Dispute by NBN Co.

After Customer has completed the Billing Dispute Notice, Customer must send the Billing

Dispute Notice to the NBN Co Billing Disputes Team using the email address set out in the

Billing Dispute Notice.

Raising a Billing Dispute with respect to some Charges on an invoice does not affect the

obligation of Customer to pay any undisputed Charges or other amounts due and payable by

Customer to NBN Co under the Interim Satellite Service Agreement (Second Release).

1.6.2 Acknowledgement of Billing Disputes

NBN Co will use reasonable endeavours to acknowledge receipt of the Billing Dispute Notice

by notifying Customer’s relationship point of contact or the person specified as Customer’s

nominated contact person in the Billing Dispute Notice, within 2 Business Days of receipt of

a Billing Dispute Notice.


NBN Co will not acknowledge receipt of the Billing Dispute Notice (and is deemed not to

have received the Billing Dispute Notice) if the Billing Dispute Notice does not contain the

information referred to in clause 1.6.1.

If upon receipt of a Billing Dispute Notice or at any time in the course of the dispute

resolution procedures set out in this Billing module of the SRSS Operations Manual, NBN Co

forms the view acting reasonably, that the matters in dispute raised by the Billing Dispute

Notice do not constitute a Billing Dispute, NBN Co will notify Customer as soon as

practicable, whereupon:

the provisions of this clause 1.6.2 will not apply; and

any amounts specified in the relevant invoice the subject of the purported Billing

Dispute Notice shall be paid forthwith by Customer to NBN Co together with interest

in accordance with clause B3.10 of the Interim Satellite Service Agreement (Second

Release).

Each party must continue to perform all obligations despite the existence of a Billing

Dispute.

1.6.3 Resolving Billing Disputes

Each party must comply with the processes and requirements set out in this clause 1.6 to

resolve Billing Disputes and use reasonable endeavours to resolve Billing Disputes as

promptly and efficiently as possible.

Each party must continue to perform all its obligations under the Interim Satellite Services

Agreement (Second Release) despite the existence of a Billing Dispute.

NBN Co will use reasonable endeavours to investigate and resolve a Billing Dispute as soon

as practicable, and in any event within 30 Business Days from the date of receipt of the

Billing Dispute Notice (or longer period if agreed by the parties), by notifying Customer in

writing of its proposed resolution of a Billing Dispute.

That notice will explain NBN Co’s proposed resolution and any action to be taken by:

(a) NBN Co (e.g. withdrawal, adjustment or refund of the disputed Charge); or

(b) Customer (e.g. payment of the disputed Charge).

(Billing Dispute Resolution Notice)

If:

(c) Customer is not satisfied with the NBN Co’s proposed resolution as set out in the Billing Dispute Resolution Notice; or

(d) if NBN Co has not provided Customer with the Billing Dispute Resolution Notice within the timeframe set out above,

(e) Customer may escalate the matter under clause 1.6.4.


If Customer does not escalate the matter within 30 Business Days of receiving the Billing

Dispute Resolution Notice (or a longer period if agreed by the parties), Customer will be

deemed to have accepted NBN Co’s proposed resolution and clause 1.6.7 will apply.

1.6.4 Escalation of a Billing Dispute

If Customer wishes to escalate a Billing Dispute, Customer must give NBN Co a written

notice (Billing Dispute Escalation Notice):

(a) stating why it does not agree with NBN Co’s proposed resolution; and

(b) seeking escalation of the Billing Dispute.

Such a notice must be provided to NBN Co’s relationship point of contact who will seek to

resolve the Billing Dispute with Customer’s relationship point of contact.

If the matter cannot be resolved by discussion between the respective relationship points of

contact within 5 Business Days of the escalation notice being given by Customer:

(a) either party may provide a written proposal to the other party for the appointment of a mediator to assist in resolving the dispute. Mediation will be conducted in accordance with the Mediation and Conciliation Rules of the Institute of Arbitrators and Mediators Australia, and concluded within three calendar months of the proposal (unless the parties agree to extend this timeframe); or

(b) if the parties either do not agree to proceed to mediation or are unable to resolve the entire Billing Dispute by mediation in accordance with the timeframe specified in paragraph (a), either party may by notice to the other refer the Billing Dispute to expert determination, the conduct and determination of which will be governed by clause 1.6.5 of this Billing module of the SRSS Operations Manual.

1.6.5 Appointment of an expert

(a) The expert for a Billing Dispute will be appointed according to the following process:

(i) within ten Business Days of receipt of the Billing Dispute Escalation Notice, NBN Co and Customer must endeavour to agree a expert to be appointed as expert; and

(ii) failing agreement by the parties under paragraph (c)(i), either party may request the President of the Institute of Arbitrators and Mediators Australia (or his or her nominee) to select an auditor qualified under Australian law to be appointed as an expert who accepts that appointment from one of the following firms:

(A) PricewaterhouseCoopers Australia;

(B) Ernst & Young Australia;

(C) KPMG Australia;

(D) Deloitte Touche Tohmatsu Australia;


(E) any successor firm of any of the firms listed in paragraphs (A) to (D); or

(F) if all of the firms in paragraphs (A) to (E) refuse to act, another audit firm that, in the reasonable opinion of the President of the Institute of Arbitrators and Mediators Australia (or his or her nominee) has sufficient experience and expertise to resolve that Dispute,

but not the auditor of NBN Co, Customer or any of their Related Bodies Corporate unless Customer and NBN Co agree otherwise.

(b) The parties must appoint that expert as an expert on terms that require the expert to comply with the obligations of an expert set out in this clause.

(c) Either party may commence court proceedings in relation to a Billing Dispute but only if the procedures set out in this clause have first been complied with.

(d) If a party commences court proceedings in relation to the Billing Dispute, the expert's determination will not affect or determine the rights and obligations of the parties, save that the parties will act in accordance with the determination until such time as a court rules on the Billing Dispute in a manner which is inconsistent with the determination of the expert and in that event, the expert's determination is void ab initio.

(e) If the Billing Dispute relates to a tax or the proportion of a tax associated with an invoice, NBN Co will, on reasonable notice from Customer (or the auditor) provide information and/or assistance, as may be reasonably required by the auditor, to determine the Billing Dispute.

1.6.6 Expert Determination Rules

Conduct of expert determination

(a) Any expert determination must be conducted in accordance with these Expert Determination Rules and the Institute of Arbitrators & Mediators (Australia) Expert Determination Rules.

(b) If there is any inconsistency between these Expert Determination Rules and the Institute of Arbitrators & Mediators (Australia) Expert Determination Rules, these Expert Determination Rules will prevail to the extent of any inconsistency.

(c) Subject to the foregoing, the expert will determine and adopt a procedure which, in the expert’s opinion, is the most efficient procedure practicable in the circumstances.

(d) The place of any expert determination hearing will be Sydney, Australia, unless otherwise agreed by all the parties to the Billing Dispute. The expert determination may meet at any other place to attend any inspection, but may not hold any hearing at any place other than Sydney, Australia, unless otherwise agreed by all the parties to the Billing Dispute.

(e) The expert may seek independent legal advice regarding any aspect of the Billing Dispute if in the expert’s opinion it would assist in the efficient resolution of the Billing Dispute. If such independent legal advice is sought:


(i) the expert will nominate 3 members of the NSW Bar Association with the title Senior Counsel or Queens Counsel who are suitable and available to provide legal advice;

(ii) NBN Co and Customer may select a barrister from the nominated list by agreement; and

(iii) if NBN Co and Customer do not reach agreement within 2 Business Days, the expert will select one barrister from the nominated list.

(f) NBN Co and Customer must each provide the expert with any information that the expert reasonably requires within a timeframe reasonably determined by the expert. The expert is entitled to:

(i) make a decision in the absence of provision of any requested information; and

(ii) make adverse inferences from the failure of NBN Co or Customer to provide any requested information,

provided that the expert has reasonably determined the timeframe in which NBN Co or Customer (as applicable) is required to provide that requested information.

(g) The expert has to act as an expert and not as an arbitrator. The parties acknowledge that the expert is not an arbitrator for the purpose of the Commercial Arbitration Act 2010 (NSW).

(h) The expert is entitled to rely on the expert’s own independent judgement and opinion, but must follow any code by CommsAlliance (or any replacement or successor to CommsAlliance) to which NBN Co is a code signatory, any Industry Code, any Industry Standard and any Technical Standard.

(i) The expert must seek to make decisions in a timely, practical and efficient manner.

Determination by the expert

(j) The expert must provide NBN Co and Customer with its draft decision, including draft reasons, regarding resolution of the Dispute prior to finalising it.

(k) The expert must provide NBN Co and Customer with a reasonable period not exceeding 5 Business Days in which to comment on the draft decision and must take any comments received during that period into account in reaching a final decision.

(l) The expert must make its decision in respect of the Dispute as soon as is reasonably practicable, and in any case will provide the parties with a signed copy of its final decision and reasons for that decision by no later than 40 Business Days after its appointment or by no later than such other date agreed by NBN Co, Customer and the expert.

(m) NBN Co and Customer agree that the final decision by the expert is final and binding on them, except that either NBN Co or Customer may appeal to a court of competent jurisdiction if it considers that the final decision contains a manifest error or that the expert has acted in bad faith.


(n) The decision of the expert is deemed to be final and binding pending the adjudication by the relevant court of competent jurisdiction.

Appealing a decision by an expert

(o) Each participant has 5 Business Days after receipt of the final decision to notify the other party that it considers that the final decision contains a manifest error or that the expert has acted in bad faith, and that it will pursue its rights in a court of competent jurisdiction.

(p) If neither NBN Co nor Customer notifies the other party in accordance with clause 1.6.6(o), then each party is deemed to have waived its rights under that clause and agreed that the final decision by the expert is final and binding.

Costs

(q) Except as set out below:

(i) the costs of the expert, including any costs incurred by the expert in obtaining independent legal advice in accordance with clause 1.6.6(e), will be borne equally by NBN Co and Customer; and

(ii) NBN Co and Customer will each bear their own costs and expenses in relation to the expert determination.

(r) Where NBN Co or Customer has asserted that the expert’s final decision contains a manifest error or the expert has acted in bad faith and that assertion or appeal is not upheld by the relevant court of competent jurisdiction, then that court will determine which party will bear the reasonable costs and expenses of both NBN Co and Customer in relation to:

(i) the expert determination; and

(ii) the adjudication of its assertion or appeal by the relevant court of competent jurisdiction.

1.6.7 Settlement of Billing Disputes

If:

NBN Co forms the view, acting reasonably, that the matters in dispute raised by the

Billing Dispute Notice do not constitute a Billing Dispute under clause 1.6;

Customer accepts NBN Co’s proposed resolution of the Billing Dispute; or

Customer does not escalate the Billing Dispute Resolution Notice under clause 1.6.4;

the Billing Dispute is resolved under clause 1.6.4,

each party will settle the Billing Dispute, as follows:

if it is determined that Customer overpaid NBN Co in respect of the relevant invoice,

then NBN Co will, within 30 calendar days of that resolution credit that overpaid

amount to Customer, together with interest on that overpaid amount (applied for


each day from (but excluding) the day on which that overpaid amount was paid until

(and including) the date that the overpaid amount is credited to Customer); or

if it is determined that Customer has underpaid NBN Co in respect of the relevant

invoice, then Customer will, within 30 calendar days of that resolution pay that

underpaid amount to NBN Co, together with interest on that underpaid amount

(applied for each day from (but excluding) the relevant due date until (and including)

the date that the underpaid amount is paid to NBN Co).

The rate of interest on any overpaid or underpaid amount will be equal to the aggregate of

the 30 Day Bank Bill Swap Rate plus 2 per cent.


Module 6: SharePoint and NBN Co Service Portal


1 SharePoint

SharePoint is the primary means of NBN Co and Customer communicating with each other

in respect of all ordering transactions.

Customer can use SharePoint to perform the following transactions on Customer’s own

behalf in relation to the SRSS Product:

submission of orders;

enrichment of orders with further information;

confirmation of orders;

tracking of orders; and

such other transactions as may be specified by NBN Co.


2 NBN Co Service Portal

The NBN Co Service Portal allows Customer to log onto a secure web-based portal for the

purpose of performing functions relating to billing.

Customer can use the NBN Co Service Portal to perform billing transactions including:

downloading invoices; issuing of notices and the provision of information regarding Billing

Enquiries and Billing Disputes; as well as such other transactions as may be specified by NBN

Co.

2.1 Web browser requirements

Customer will require a web browser to access the NBN Co Service Portal and SharePoint.

Subject to the functionalities associated with the particular web browser, NBN Co will

ensure that that the NBN Co Service Portal and SharePoint will support the following

Customer web browsers:

Internet Explorer 6, 7, 8 and 9 (for NBN Co Service Portal);

Internet Explorer 7, 8 and 9 (for SharePoint);

Firefox 3.5 and 3.5.1;

Chrome 10.x; and

Safari 5.04 (Macintosh only).

2.2 Authorised use of SharePoint and/or NBN Co Service Portal

2.2.1 Delegated Administrators and Authorised Users

During the Solution Definition phase of the on-boarding process, Customer must provide

NBN Co with:

i. the details of either one, or two, senior employees of Customer to become

delegated administrators of SharePoint and/or the NBN Co Service Portal on

behalf on Customer (each a Delegated Administrator); and

ii. the details of all the employees of Customer to become the authorised users of

SharePoint and/or the NBN Co Service Portal on behalf of Customer (each an

Authorised User).

As soon as reasonably practicable after the Customer’s nomination of the Delegated Administrators and Authorised Users, NBN Co will create new Authorised User accounts for each nominated employee and, email each Delegated Administrator the user name and password for each Authorised User.


2.2.2 Requesting new Authorised Users for SharePoint and/or NBN Co Service Portal

If the Delegated Administrator wishes to nominate additional employees of Customer as Authorised Users who have not been nominated during the on-boarding process, in accordance with clause 1.2.2, the Delegated Administrator must email the relevant NBN Co personnel via the contact details specified in the Contact Matrix (Additional Authorised User Account Request).

Customer must, in respect of each request for an additional Authorised User, specify for the relevant employee:

Full name;

Job title;

Email address;

Desk phone number;

Mobile phone number; and

Work address.

As soon as reasonably practicable after the receipt of the Additional Authorised User Account Request, NBN Co will create a new Authorised User account for the requested employee and, provide the Delegated Administrator with a user name and password for the employee by sending an email to the Delegated Administrator.

2.2.3 Changing or requesting new Delegated Administrators for SharePoint and/or NBN Co Service Portal

Customer may, at any time, amend the list of existing Delegated Administrators, or request additional employees to become Delegated Administrators.

If Customer wishes to amend the list of existing Delegated Administrators or request additional employees to become Delegated Administrators, a Customer Account Manager, Operational Point of Contact or the relevant contact person specified by Customer in the Contact Matrix must contact the NBN Co Operational Point of Contact to notify them of the change to, or request for, additional Delegated Administrators.

Customer must, in respect of each request for an additional Delegated Administrator, specify for the relevant employee:

Full name;

Job title;

Email address;

Desk phone number;

Mobile phone number; and

Work address.


As soon as reasonably practicable after the Customer’s nomination of additional Delegated Administrators, NBN Co will create new Delegated Administrator accounts for each nominated employee and, contact the Customer’s contact point that submitted the request for additional Delegated Administrators (via email or phone or any other means of communication specified by Customer’s contact point at the time of request) to notify that contact point of the user name and password for each Delegated Administrator.

2.2.4 Maintaining Authorised User accounts for SharePoint and/or NBN Co Service Portal

The Delegated Administrator is responsible for performing tasks associated with maintaining and/or amending Authorised User Accounts for SharePoint and/or the NBN Co Service Portal (as applicable), for example, updating Authorised User details, deleting, disabling or resetting Authorised User accounts, and ensuring that accurate Authorised User accounts are maintained.

The Delegated Administrator for the NBN Co Service Portal must maintain such Authorised User accounts through the NBN Co Service Portal.

The Delegated Administrator for SharePoint must maintain such Authorised User accounts by emailing the relevant NBN Co personnel with the updated information, via the contact details specified in the Contact Matrix.

2.3 Accessing SharePoint and/or NBN Co Service Portal

2.3.1 Accessing SharePoint and/or NBN Co Service Portal

During the on-boarding process, NBN Co will provide Customer with the URL addresses

through which Customer’s Authorised Users can access SharePoint and the NBN Co Service

Portal.

The URL address will display login page, which prompts the Authorised User to provide their

username and password.

2.3.2 Logging on to SharePoint and/or NBN Co Service Portal

The Authorised User must access SharePoint and the NBN Co Service Portal by entering valid

user name and password details via the URL address that NBN Co provides to Customer

during the on-boarding process.

The NBN Co Service Portal will automatically log out the Authorised User after a period of

inactivity in the NBN Co Service Portal.

2.3.3 Authentication and security for NBN Co Service Portal

When an Authorised User or Delegated Administrator logs on to the NBN Co Service Portal,

the information that is displayed in the NBN Co Service Portal will be unique to that

individual.

The username and password provided to an Authorised User or Delegated Administrator is

individual to that NBN Co Service Portal user and used to ensure secure access to the NBN


Co Service Portal by that NBN Co Service Portal User. Customer must ensure that each

Service Portal user does not share his or her personal login details with any other person.

NBN Co will ensure that the NBN Co Service Portal uses Hypertext Transfer Protocol Secure

(HTTPS) to provide encrypted communication and secure identification (through the

username and password provided to each Authorised User and Delegated Administrator)

through the NBN Co Service Portal.

2.3.4 SharePoint and/or NBN Co Service Portal support

If the Authorised User requires assistance for any issues associated with:

the NBN Co Service Portal: the Authorised User must contact the relevant contact point via the contact details specified in the Contact Matrix; or

SharePoint: the Authorised User must contact the Managed Service Provider’s Help Desk, details of which will be specified in the Contact Matrix.

2.3.5 Right to restrict or prohibit use of SharePoint and/or NBN Co Service Portal

NBN Co reserves the right to restrict or prohibit access to, and use of, SharePoint and/or the

NBN Co Service Portal if any Delegated Administrator or Authorised User:

engages in any act that damages or may potentially damage SharePoint and/or the NBN Co Service Portal;

uses SharePoint and/or the NBN Co Service Portal in an unauthorised manner; or

uses SharePoint and/or the NBN Co Service Portal in such a way that causes or may cause material performance issues,

provided that NBN Co only restricts or prohibits access to the minimum extent practicable to protect SharePoint and/or the NBN Co Service Portal and any related system.

NBN Co will use reasonable endeavours to provide Customer with reasonable notice prior to such restrictions or prohibitions. Where this is not practicable in the circumstances, NBN Co will give Customer notice of the restriction or prohibition as soon as practicable after the event.

2.3.6 Terms of use of NBN Co Service Portal

Use of the NBN Co Service Portal is subject to NBN Co Service Portal Terms and Conditions.

The NBN Co Service Portal Terms and Conditions are available on the NBN Co Service Portal. NBN Co will publish updates of the NBN Co Service Portal Terms and Conditions on the NBN Co Service Portal from time to time.

The Customer must ensure that each Delegated Administrator and each Authorised User agrees to, and complies with, the current NBN Co Service Portal Terms and Conditions.

A Delegated Administrator must also ensure that that each Authorised User is provided with a copy of the NBN Co Service Portal Terms and Conditions prior to the first time that they log in to the NBN Co Service Portal.


2.3.7 Terms of use of NBN Co Service Portal

Use of the NBN Co Service Portal is subject to NBN Co Service Portal Terms and Conditions.

The NBN Co Service Portal Terms and Conditions are available on the NBN Co Service Portal. NBN Co will publish updates of the NBN Co Service Portal Terms and Conditions on the NBN Co Service Portal from time to time.

The Customer must ensure that each Delegated Administrator and each Authorised User agrees to, and complies with, the NBN Co Service Portal Terms and Conditions.

A Delegated Administrator must also ensure that that each Authorised User is provided with a copy of the NBN Co Service Portal Terms and Conditions prior to the first time that they log in to the NBN Co Service Portal.

Formatted Table


Module 7: Reporting


1 Reporting

NBN Co will provide Customer with Service Level Target performance reports in relation to NBN Co’s performance in meeting each Service Level Target (Service Level Target Reports).

Customer agrees that Service Level Target Reports will not be provided where no data is supplied to NBN Co by the Managed Service Provider.

NBN Co will send each Service Level Target Report to Customer via the email address nominated by Customer in the Contact Matrix during the on-boarding process.

1.1 Daily reporting

Subject to availability, NBN Co will provide Customer with the following Service Level Target Reports, on a daily basis:

service order reports: this report will include the number of orders for NNI(s), CVC(s) and AVC(s) submitted by Customer within a calendar month, including the following information:

- order ID (e.g. CVC ID, NNI ID and/or AVC ID);

- Customer’s details;

- order status (e.g. active, cancelled, etc.);

- date of submission of order;

- date of completion of order; and

- number of calendar days taken from submission of order to completion of order,

service instance report: this report will include the number of SRSS Product Components activated within a calendar month. This report shows the number of SRSS Product Components (i.e. NNI, CVC or AVC) activated and the time taken to activate a service, including the following information:

- order ID (e.g. CVC ID, NNI ID and/or AVC ID);

- Customer’s details;

- order status (e.g. active, cancelled, etc.);

- date of submission of order;

- date of activation;

- number of calendar days taken from submission of order to activation;

- hardware ID;

- MAC address;


- serial number;

- LNB serial number

- BUC service number;

- UNI service ID number;

- termination date (if applicable); and

- the relevant Bandwidth Profile (i.e. TC-1 or TC-4).

1.2 Ad hoc reporting

Customer may request that NBN Co provide the ad hoc Service Level Target Reports set out in this clause 1.2.

1.2.1 Ad hoc reports

NBN Co will, upon request from Customer, provide the following ad hoc service Level Target Reports:

open Fault Tickets (grouped by category) – this report will include the following information:

- Fault Ticket number;

- Fault Ticket status

- impact of the relevant fault;

- priority of the fault; and

- classification of the fault (if applicable),

open Fault Tickets over specified time period: this report will include the number of open Fault Tickets in the last 24, 48, 72 and 120 hours, including the following information:






closed Fault Tickets: this report will include the number of closed Fault Tickets for a calendar month, including the following information:







Fault Ticket by status (grouped by status) – this report will include the following information:






resolution time of Fault Ticket: this report will include the time taken to rectify an NBN Fault and resolve the relevant Fault Ticket (grouped by severity of the fault) – reports will include the following information:


- Fault Ticket status;

- severity of the fault (if applicable);

- start time;

- finish time; and

- duration of the fault, and

average response time to fault: this report will include the average time taken to respond to a Fault Ticket by severity, including the following information:


- Fault Ticket status;

- severity of the fault (if applicable);

- start time;

- finish time; and

- duration of the fault.

1.2.2 Customer request for ad hoc reports

If Customer wishes to request ad hoc Service Level Target Reports, Customer must email Customer’s NBN Co Account Manager or the relevant contact person, as specified in the Contact Matrix, and include the following details for the requested reports:


the information and data requested, including the start and end date for such information and data;

the date the ad hoc report is requested; and

any other information that is reasonably necessary to allow NBN Co to understand the parameters of the report being requested.


Module 8: Dictionary


In this SRSS Operations Manual:

Access Components means the AVC and UNI comprising the SRSS Product Components of

the SRSS Product. The AVC and UNI are defined by the combination of configuration

attributes contained in the Configuration Template and the service attributes selected at the

time of ordering. The SRSS Product Technical Specification in the SRSS Product Catalogue

contains further details on service and configuration attributes.

Additional Authorised User Account Request has the meaning given in clause 2.2.2 of the

SharePoint and NBN Co Service Portal module of the SRSS Operations Manual.

Authorised Contact has the meaning given in clause 1.2.3 of the On-boarding module of the


Authorised User has the meaning given in clause 1.2.2 of the On-boarding module of the


AVC (Access Virtual Circuit) has the meaning given to those terms in the SRSS Product

Description.

Billing Account Request Form means the document entitled “Billing Account Request Form”

(as amended from time to time) that is provided to Customer under clause 1.5.1 of the

Billing module of this NBN Co Operations Manual.

Billing Adjustment File means a file containing an itemised listing of settlement and

adjustment transactions processed on previous invoices.

Billing Dispute Escalation Notice has the meaning given in clause 1.6.4 of the Billing module


Billing Dispute Resolution Notice has the meaning given in clause 1.6.3 of the Billing module


Billing Enquiry has the meaning given in clause 1.5.2 of the Billing module of the SRSS

Operations Manual.

Billing Event File means a detailed invoice file containing an itemised list of charges that is

provided as an XML data feed.

Billing Period Option has the meaning given in clause B3.5 of the Interim Satellite Service

Agreement (Second Release).

BSL ID means the unique identification number given by the BSL to each End User that is

found to be eligible by the BSL.

Churn means the transfer of an access virtual circuit which is provided to an NBN Co

customer as part of a second release satellite service product to another NBN Co customer,

for the purpose of an end user’s service (which relies on the second release satellite service


as an input) being transferred from one service provider to another service provider as

specified by the end user or their authorised representative.

Churn Request means a written notice requesting a Churn.

Circuit ID means the unique identification number given by NBN Co to Customer to identify

an AVC.

Connectivity Component has the meaning given in clause 2.1 of the Activation module of


Contact Matrix has the meaning given in clause 1.2.1 of the On-boarding module of the SRSS

Operations Manual.

CPE means Customer Premises Equipment.

Delegated Administrator has the meaning given in clause 1.2.2 of the On-boarding module


Emergency Maintenance has the meaning given in clause 1.4.6 of the Assurance module of


Emergency Maintenance Notice has the meaning given in clause 1.4.6 of the Assurance

module of the SRSS Operations Manual.

Emergency Maintenance Completion Notice has the meaning given in clause 1.4.6 of the


Escalation Notice has the meaning given in clause 1.6 of the Assurance module of the SRSS

Operations Manual.

ETIS means the global IT association for telecommunications (http://www.etis.org) that has

established an industry standard for the transfer of electronic billing information between

telecommunications providers.

Expert Determination Rules means the “Expert Determination Rules” applicable to the

resolution of Billing Disputes set out in clause 1.6.6 of the Billing module of the SRSS

Operations Manual.

Fault means when an Ordered SRSS Product does not perform substantially in accordance

with the SRSS Product Description or SRSS Product Technical Specification for that Ordered

SRSS Product.

Fault Ticket means a notification of a reportable fault by Customer to NBN Co in accordance

with the Assurance Module of the SRSS Operations Manual.

Industry Standard means an industry standard determined by the ACMA under Part 6 of the

Telecommunications Act.

Field Code Changed

http://www.etis.org/


Interim Satellite Service (First Release) phase means the first release satellite service

supplied over the satellite telecommunications network that is owned or controlled by, or

operated on behalf of, NBN Co, a related body corporate of NBN Co or a managed service

provider, during the period 1 July 2011 until the date the second release satellite service

takes effect.

Interim Satellite Service (Second Release) phase means the second release satellite service,

which will replace the first release satellite service and which NBN Co will supply over the

satellite telecommunications network that is owned or controlled by, or operated on behalf

of, NBN Co, a related body corporate of NBN Co or a managed service provider, during the

period that NBN Co supplies the SRSS Product.

Interoperability Certification Testing or ICT means the interoperability certification testing

performed in accordance with clause 1.4 of the On-boarding module of the SRSS Operations

Manual.

ICT Documentation has the meaning given in clause 1.4.2 of the On-boarding module of the


ICT Program means the document developed between NBN Co and Customer in relation to

the Interoperability Certification Testing Program for the relevant Product Testing Module in

accordance with clause 1.4.1 of the On-boarding module of the SRSS Operations Manual.

Late Cancellation Charges means any applicable charges associated with a Late Cancellation

(Site Visit Required), as set out in the SRSS Price List.

Missed Appointment Fee means any applicable charges associated with a Missed

Appointment, as set out in the SRSS Price List.

NBN Co Account Manager means the NBN Co Account Manager notified by NBN Co to

Customer in the Contact Matrix.

NBN Co Fibre Network means the fibre network that is owned or controlled by, or operated

by or on behalf of, NBN Co (or any Related Body Corporate of NBN Co).

NBN Co Network means the NBN Co Fibre Network, the NBN Co Satellite Network, the NBN

Co Wireless Network and the NBN Co Equipment.

NBN Co Network Boundaries means:

(a) the End User side of the UNI on the NTD located at the Premises to which the AVC is

supplied; and

(b) the Customer side of the Distribution Frame that the Customer is directed to

connect to for connection to the NNI at the POI.

NBN Co Service Portal means the secure web-based portal described in the SharePoint and

NBN Co Service Portal module of the SRSS Operations Manual.


NBN Co Service Portal Terms and Conditions means the document entitled “NBN Co Service

Portal Terms and Conditions” that is available on the NBN Co Service Portal.

NBN Co Wireless Network means the wireless network that is owned or controlled by, or

operated by or on behalf of, NBN Co (or any Related Body Corporate of NBN Co).

NBN-Related Network means the NBN Co Network and the NBN Co Platform and any other

network, systems, equipment and facilities used by NBN Co in connection with the supply of

SRSS Products.

Network Fault Update has the meaning given in clause 1.4.3 of the Assurance module of the


On-boarding Checklist has the meaning given in clause 1.2.1 of the On-boarding module of


Order Receipt has the meaning given in clause 2.1 (NNI and CVC orders) and clause 2.2 (AVC

order) (as the case may be) of the Activation module of the SRSS Operations Manual.

Other NBN Co Customer means a person (other than Customer) who has a contractual

relationship with NBN Co for the supply of SRSS Products (whether or not NBN Co has

supplied any SRSS Product to the person).

Planned NBN Maintenance Completion Notice has the meaning given in clause 1.4.5 of the


Planned NBN Maintenance means any NBN Maintenance that is not Unplanned NBN

Maintenance.

Planned NBN Maintenance Notice has the meaning given in clause 1.4.5 of the Assurance


Port IDs means the unique identification number given by NBN Co to Customer to identify a

port on the NTD.

Pre-Certification Test Plan means the document provided by NBN Co in accordance with

clause 1.2.1 of the On-boarding module of the SRSS Operations Manual.

Related Body Corporate has the meaning given to that term in section 50 of the

Corporations Act 2001 (Cth).

Remittance Advice has the meaning given in clause 1.3.2 of the Billing module of the SRSS

Operations Manual.

Service Affecting Fault means any fault in or failure of any product or services supplied by

NBN Co to Customer or any Other NBN Co Customer that:

(a) is an NBN Fault; and


(b) needs to be fixed in order for NBN Co to comply with any SRSS Service Levels under

this Agreement or any SRSS Service Levels under other agreement between NBN Co

and any Other NBN Co Customer.

Service Level Target Report has the meaning given in clause 11 of the Reporting module of


SharePoint means the system described in clause 11 of the SharePoint and NBN Co Service

Portal Module of the SRSS Operations Manual.

SIMON means the Skybridge Information Management Online Network.

Solution Definition means the Solution Definition phase of the on-boarding process as set

out in clause 1.2 of the On-boarding module of the SRSS Operations Manual.

Solution Brief means the document entitled “Solution Brief” that is to be provided to

Customer under clause 1.2.1 in the On-boarding module of the SRSS Operations Manual.

SRSS has the meaning given to that term in the Interim Satellite Service Agreement (Second

Release).

SRSS Product Order Form means the order template document that NBN Co will provide to

Customer during the on-boarding process to enable Customer to order an NNI, CVC and/or

AVC.

Summary Invoice (ETIS01) means an XML version of the summary of all the BEF and BEF files

which have been included in the current invoice and any tax amounts and non-service level

transactions.

Technical Standard means any technical standard determined by the ACMA under Part 21 of

the Telecommunications Act.

Telecommunications Act means the Telecommunications Act 1997 (Cth).

Troubleshooting has the meaning given to it in clause 1.2 of the Assurance module of the


Truck Roll means where NBN Co attend the suspected location of the suspected cause of a

NBN Fault for the purposes of investigating and/or rectifying that alleged NBN Fault.

Unplanned NBN Maintenance Completion Notice has the meaning given in clause 1.4.4 of

the Assurance module of the SRSS Operations Manual.

Unplanned NBN Maintenance means any NBN Maintenance that needs to be performed:

(a) to repair any type of Network Fault; or

Formatted: Font: Arial, 10 pt, English

(Australia)

Formatted: Font: Arial, 10 pt, English

(Australia)


(b) in response to an Emergency where it is not feasible in the prevailing circumstances

for NBN Co to schedule and perform that NBN Maintenance in accordance with the

SRSS Operations Manual; or

(c) in other circumstances described in the SRSS Operations Manual.

Unplanned NBN Maintenance Notice has the meaning given in clause 1.4.4 of the Assurance


VLAN ID means the unique identification number given by NBN Co to Customer to identify a

VLAN.


Appendix


1 Billing

1.1 Invoice Summary

1.1.1 Introduction

The Invoice Summary section provides information regarding NBN Co’s account and invoice details to Customer. It includes a summary of the Charges, and the Due Date for payment. The Charges are categorised into a summary of Charges by Product, and the applicable Billing Period. It further provides information on how to pay the NBN Co invoice.

Please note Products, Product Components and Charges in the example Summary Invoice above may not reflect actual Products, Product Components and Charges available under the Satellite Wholesale Broadband Agreement. The example is provided for illustrative purposes only.


1.1.2 Detailed explanation of the Invoice Summary

1. NBN Co Information

This section provides NBN Co company and contact information to Customer for the purpose of lodging a Billing Enquiry in respect of the invoice.

2. Customer Information

This section provides the billing address information of Customer.

3. Account and Invoice Information

This section provides the billing account details, invoice number and issue date of the invoice.

4. Summary of Charges

This section provides the total amount of the invoice and the date the payment is due.

5. Invoice Summary

This section provides a summary of the Charges categorised by the relevant Products. Each Product is categorised by the Billing Period to which the Charge relates, and the applicability of any GST.

6. Billing Event Adjustments

This section provides the total amount of any service-level adjustments and/or dispute settlements that were provided in a BEF file during the Billing Period. Any service-level adjustments and/or dispute settlements for previous Billing Periods are included in a Billing Adjustment File and are not included in this section.

7. Other Charges and Credits

This section provides the total amount of charges listed in the Other Charges and Credits section. This may include account-level adjustments and/or discounts provided during the Billing Period.

8. GST

All charges displayed on the NBN Co invoice are exclusive of GST, unless otherwise stated. The GST calculated on this invoice does not include any GST totals in the Statement Summary section, including sub-sections Adjustment Notes and/or Billing Adjustment Files. Customers should refer to these sections for any additional GST.

9. Payment Information

This section provides the payment details for Customers to make payments to NBN Co. It also provides the remittance information details required once payments are made to NBN Co’s nominated bank account.

Refer to the Payment Information on your invoice for NBN Co’s current bank details.


1.2 Invoice Detail

1.2.1 Introduction

The Invoice Detail section provides a list of Billing Event Files (BEF) issued to Customer during the Billing Period. It may also include the Other Charges and Credits section that provides a list of any account-level adjustments and account-level dispute settlements processed during the Billing Period.


1.2.2 Detailed explanation of the Invoice Detail

10. Billing Event Files (BEF)

This section provides a list of BEFs made available by NBN Co to Customer during the Billing Period. All BEFs issued during the Billing Period will be listed on the invoice.

11. Other Charges and Credits

The Other Charges and Credits section provides a list of any account level adjustments and/or dispute settlements processed within the Billing Period.

Any account-level adjustments that have been processed to a previous Billing Period, will be shown in the Statement Summary section and not included in this section.


1.3 Statement Summary

1.3.1 Introduction

The Statement Summary section provides a list of any payments, adjustment notes and Billing Adjustment Files in respect of previous Billing Periods that have been processed since the last invoice was issued by NBN Co. It also provides a current list of any outstanding balances in the Outstanding Invoice Summary.


1.3.2 Detailed explanation of the Statement Summary

12. Payments Received

This section provides a list of all payments processed by NBN Co since the last invoice was issued, and the invoice to which the payment was allocated. Payments are usually processed by NBN Co within 2 Business Days of the payment being received by NBN Co.

Payments are allocated as per the allocation instructions given by Customer with a payment remittance. The types of allocations listed under the Invoice Number column are as follows:

Invoice Number – Lists the invoice number the payment was allocated to in full

Partially Allocated – Indicates that the payment was partially allocated to an invoice

Multiple Allocations – Indicates that the payment was allocated to multiple invoices

Unallocated – Indicates that the payment has not yet been allocated to an invoice

Any subsequent allocation activity completed by NBN Co after the invoice has been issued will not be shown on the next issued invoice.

If a Customer requires any additional information regarding the allocation rules above, Customer may lodge a Billing Enquiry in accordance with clause 1.5 of the Billing module of this NBN Co Operations Manual.

13. Billing Adjustment Files (BAF)

This section provides a list of any BAFs made available by NBN Co to Customer during the Billing Period. BAFs include any service level adjustments processed to Charges for previous Billing Period invoices.

BAFs will adjust the outstanding balance of the original invoice that the Charges were generated against. The BAF will contain the individual invoice number that the service level adjustment was processed against.

All BAF amounts shown in this section do not alter the total amount payable of the current invoice, and are provided in the Statement Summary section for informational purposes only.

Please note that Customer should consider the totals of any GST listed here for accounting purposes.

14. Adjustment Notes

This section provides details of any account level adjustments that have been processed to a previous Billing Period invoice. Note that adjustments in this section do not contribute to the current invoice total. Any account level adjustments applied to the current invoice will be displayed under the “Other Charges and Credits” heading in the Invoice Detail section. Adjustments will be shown on the invoice issued after the adjustment has been processed by NBN Co.

Allocation values at the time the invoice was issued will be identified under the ‘Invoice Number’ heading are as follows:

Invoice Number – Lists the invoice number the adjustment was allocated to in full


Multiple Allocations - Indicates that the adjustment was allocated to multiple invoices

Partially Allocated - Indicates that the adjustment was partially allocated to an invoice

Unallocated - Indicates that the payment has not yet been allocated to an invoice

If a Customer requires any additional information regarding the allocation rules above, Customer may lodge a Billing Enquiry in accordance with clause 1.5 of the Billing module of this NBN Co Operations Manual.

15. Outstanding Invoice Summary

This section provides Customer with a breakdown of remaining balances for previously issued invoices after any payments and adjustments have been processed. Customer must pay any outstanding invoices in accordance with the terms of the SRSS.

1.4 Billing Invoice Files

1.4.1 Introduction

As described in clause 1.2.1.2 of the Billing module of this SRSS Operations Manual, the BIF is a machine-readable version of the Summary Invoice. The BIF does not include any information set out within the Statement Summary section.

The B2B Gateway Developers Guide – Billing provides a detailed description and examination of NBN Co’s XML messaging structures for BIF files.

1.5 Billing Event Files and Billing Adjustment Files

1.5.1 Introduction

The BEF and BAF files have the same XML structure and are based on the ETIS industry standard format. The B2B Gateway Developers Guide – Billing provides a detailed description and examination of NBN Co’s XML messaging structures for invoice, BEF and BAF files.

Customer can request a copy of the B2B Gateway Developers Guide - Billing by lodging a Billing Enquiry in accordance with clause 1.5 of the Billing module of this SRSS Operations Manual.

BEF/BAF files are comprised of three main sections:

Header – containing global values and organisation details.

Detail – containing records that represent individual billing events.

Summary – the sum of all the charges listed in the file.


The diagram below shows the structure of the Details section, which is where individual billing

event details are provided.


1.5.2 Detailed explanation of BEFs and BAFs

Billing Event Files

The Billing Event File (BEF) is a detailed invoice containing an itemised list of service level Charges. There are two types of Charges:

Recurring - a charge that occurs repeatedly after a given time period, usually a month.

Once off - a charge that occurs only once.

New charges, adjustments and settlements for the current invoice will be written into the BEF. Each BEF will contain all the billing events created since the previous BEF file was issued to Customer. The BEF created as part of the bill run process will also contain the month in advance charges generated as part of the bill run process.

BEF files can be issued to the Customer on a daily or monthly basis.

Billing Adjustment Files

The BAF provides details of any service level adjustments and dispute settlements processed to a previous Billing Period invoice.

Any service level adjustments that were processed for the current billing period will be included in a BEF issued for that Billing Period and will not be included in a BAF.

BAFs have the same XML structure as the BEF with the addition of the Billing Period invoice number to which the adjustment was applied.

A BAF is only generated when a service level adjustment is applied to a previous invoice. BAFs are not provided unless NBN Co has processed this type of adjustment. Accordingly, BAFs are not issued regularly, nor generated with files that contain zero records.

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