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Member
Residential - Regional
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Business Wireless Services Wireless DSL (Business Grade) Service Level Agreement are available to Customers who purchase a business grade of service. Business grade services provide the following benefits:
Standard Installation A Customer Standard Installation includes:
Items that are specifically excluded include:
In the unlikely event of additional installation costs, BroadbandNet will notify the Customer prior to installation via email detailing such costs and Customer will have 7 days to accept additional charges or terminate this contract without penalty and receive a full refund of any payments made to BroadbandNet in connection with this Agreement. BroadbandNet owns all equipment that it supplies to the Customer except for the modem or router. If service is discontinued for any reason, BroadbandNet has the right to remove any or all of its equipment upon 10 days advance notice. The Broadband Boundary Point is defined as the location where Customer plugs into the BroadbandNet equipment and is generally located in the Customer equipment room. Access to Premises
The Customer agrees to allow personnel of BroadbandNet and its sub-contractors reasonable access to the Customer’s site for the purpose of installing, repairing, and removing the BroadbandNet equipment and, if necessary, Customer shall obtain appropriate authorisation from the landlord. Provision of Contact Information The Customer will provide written details of name, phone number, fax number and Email of the Customer Contact Person. As that contact changes the Customer will notify BroadbandNet in writing within 2 days. Provisioning Process BroadbandNet will communicate with the Customer as follows throughout the process of service activation as follows: a) Acknowledgement Within 1 working day of receipt of a complete Order, BroadbandNet e-mails the Customer with acknowledgement of the Order Incomplete orders will be returned, unprocessed, to the Customer for resubmission. b) Confirmation Within 5 business days of receipt of the order, BroadbandNet emails the Customer with confirmation of service availability. c) Installation Co-ordination (if applicable) BroadbandNet (or our agent) will arrange an installation appointment with the Customer. d) Installation Completion Advice Within ˝ day of service commissioning, BroadbandNet (or our agent) will e-mail the Customer to confirm that the service is complete. e) Rescheduling The Planned Completion Date In the event of a requirement to re-schedule (either BroadbandNet or customer initiated), then BroadbandNet will establish a revised ‘Planned Completion Date’ and e-mail the Customer at the earliest opportunity. f) Enquires re Order Progress Call BroadbandNet Customer Service Centre on 1300 655 582 or e-mail BroadbandNet at provisioning@bbnet.com.au for enquires about your Order progress. Customer Service - Help Desk Hours of Operation:
The Help Desk is manned from (WST):
Support Hotline: 1300 738 114 Help Desk Services The BroadbandNet Help Desk located in our Customer Service Centre can provide free expert over-the-phone assistance to a customer requiring after-sales support of their purchased service. This includes:
Limitations of Service BroadbandNet can only provide support for the main point of contact to the Internet to Customers on a LAN (Local Area Network) or similar network. If you are having difficulties with your network, please consult your local systems administrator and ask them to contact the helpdesk.
BroadbandNet do not support Windows 3.x, UNIX, Acorn or Amiga systems, or free web-based email services such as Yahoo or Hotmail. If you have a problem with one of these, please contact their respective technical support departments. Our Customer Service Target During Help Desk operational hours over any single month, we aim to have 80% of all calls answered by a human within 15 seconds and 95% to be answered by a human within 30 seconds. Business Support 24x7 phone support is available if required. After-hours business support calls are diverted to a Network System Administrator.Requests for Service/Inquiries All requests for service which are not fault-related are to be directed to the Customer Service Centre by telephone, E-mail or facsimile. General inquiries and requests should be constrained to business hours, 9.00am to 5.00pm, Mondays to Friday. Service Moves/Adds/Changes All requests for movements to services must be made in writing to BroadbandNet’s Customer Service Centre and will be approved by an appropriate officer of the Customer. The appropriate forms are available on our website and may be submitted online or by faxing to (08) 9333 0009. The Customer will appoint a Contact Person who will be responsible for managing the change, and to whom all further communications with regard to each request should be addressed. Payment of Invoices The Customer will pay all undisputed invoiced amounts promptly. Any billing inquiries should be reported to the Customer Service Centre. Any disputed invoice must be advised in writing to the Billing Manager. Following resolution, any billing adjustments resulting from a billing inquiry will be in the next available bill. Changes to Bandwidth Customers may request temporary or permanent alterations to their bandwidth requirements by calling the Customer Service Help Desk. Changes will be made immediately on request. Please find relevant infromation below
Download Application Form |
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| | | Support: 1300 738 114 support@bbnet.com.au |