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This Service Schedule forms part of the Standard Services Agreement between us and cannot be used as a stand alone agreement. Any terms defined in the Standard Services Agreement have the same meaning in this Service Schedule.
We ("Endeavour Connect") will be Your ("Customer") exclusive provider of the service described in this Service Schedule. To place an order for this service, please sign and return to us the Service Order Form provided to You. |
| Part 1 - Service Description |
1.0 DESCRIPTION
ecOffice is a product that provides a combination of Outbound Voice, Internet Access, VPN and additional services delivered via our converged IP and PSTN access network.
The ecOffice product is designed to either be provided as discrete services or a combination of services depending on the customer requirements. There are 3 core services and 2 additional services available for this product. The core services can be provided independently of each other.
They are: |
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1. Outbound Voice – Provides PSTN or IP phone lines for carrying phone calls: local, national, international and fixed to mobiles; new or ported service numbers
2. Internet Access – Provides both a permanent access port to the Internet and unlimited Internet data.
3. VPN – Provides private data communication between 2 or more sites which is capable of supporting voice, video and data applications.
4. Additional Services available |
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(a) Remote Network Access – Provides remote access into VPN via the Internet.
(b) Outbound Voice Feature packages – Provides additional Telephony features. These services must be bundled with Outbound Voice services.
(c) BYO Access – Provides Outbound Voice and VPN services over an unbundled ADSL access. Limitations to the standard services apply. |
1.1. Network Access
ecOffice is delivered using either ADSL or SHDSL technology for the access component, depending on the number of voice lines ordered and the customer’s physical location. Customers may specify any xDSL speed they require (above the minimum to support the number of voice lines) or opt for the standard bundle provided. Voice services can be bundled with a VPN service and an optional Internet service (regardless of the number of voice lines). Voice traffic is given priority above all other traffic and therefore the maximum speed for VPN/Internet is the remaining bandwidth of the offered/upgraded speed.
The table below details the default access speed delivered to support ecOffice voice services. Adding a concurrent VPN or Internet service will not result in a higher service speed unless specified by the customer.
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4-7 |
2M/384k (ADSL) |
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8-12 |
6M/640k (ADSL) |
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13-18 |
1M/1M (SHDSL) |
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19-25 |
1.5/1.5 (SHDSL) |
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26-35 |
2M/2M (SHDSL) | |
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1.2. Customer Premises Equipment (CPE)
In order to supply the ecOffice service Endeavour Connect will supply customer premises equipment such as an IP router and optionally telephone adapters to support connection of analogue voice equipment.
The equipment supplied will remain the property of Endeavour Connect for the term of the Customer contract.
1.3. Network Boundary and Customer Cabling and Environment
The Network Access described in 1.1 above is provided by Endeavour Connect to the Main Distribution Frame (MDF) or other network boundary point as appropriate (refer Figure 1 below which depicts most common scenario at Customer’s premises).
The CPE is connected to the Network Access and the Customer’s own telecommunications equipment (eg. PABX/Key System, Local Area Network (LAN) or telephone handsets) using existing building cabling and new cabling installed by Endeavour Connect’s contractors as part of the service installation. The cabling remains the property of the Customer or building owner / leasee depending on local arrangements.
The Customer is responsible for maintaining the building cabling (existing and new) in accordance with industry standards necessary to support the required services.
The Customer is responsible for providing reliable 240V AC power using standard general purpose power outlets for the Endeavour Connect supplied CPE.
The Customer is also responsible for providing a physical environment for housing the CPE that ensures operating temperatures between 0°C and 40°C and relative humidity between 10% and 85%.
Figure 1.0
2.0 FEATURES AND FUNCTIONALITY
2.1 ecOffice Outbound voice
The ecOffice Outbound Voice can provide both analogue based PSTN (Public Switched Telephone Network) and/or Voice over IP (VoIP) interface options which can support voice traffic. This service is delivered via Endeavour Connect’s IP and PSTN network and delivered to you via the network access connection. (see 1.1)
2.1.1. Standard PSTN Telephony Feature-set
ecOffice Outbound Voice services are bundled with business telephony features common with standard business lines. The voice services can provide between 4 and 12 voice lines (depending on available access speed and interface type) and come standard with the following features.
When connecting to a Key-system or PBX: |
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1. Series completion (serial line hunt)
2. CLI
3. CLI blocking
4. Call Forwarding Always
5. Call Forwarding Busy
6. Call Forwarding No Answer
7. Call Hold
8. Call Transfer
9. Three-Way Calling |
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When connecting directly to analogue handsets:
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1. Line hunt
2. CLI
3. CLI blocking
4. Call Forwarding Always
5. Call Forwarding Busy
6. Call Forwarding No Answer
7. Call Hold
8. Call Transfer
9. Call Waiting
10. Three-Way Calling |
2.1.2. Standard IP PBX Telephony Feature-set
ecOffice Outbound Voice services can provide between 4 and 45 VoIP voice lines (depending on available access speed) directly to either a Customer’s IP PBX or a Customer’s IP handsets.
When connecting to an IP PBX |
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1. CLI
2. Direct-inward-Dial
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| When connecting directly to IP handsets: |
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1. Line hunt
2. CLI
3. CLI blocking
4. Call Forwarding Always
5. Call Forwarding Busy
6. Call Forwarding No Answer
7. Call Hold
8. Call Transfer
9. Call Waiting
10. Three-Way Calling |
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2.1.3. Advanced Telephony Feature-set
Advanced telephony features can be ordered supplementary to the standard telephony feature-set.
2.1.3.1. Voice Messaging
Messaging is a unified communications offering that provides individual end-users with the flexibility to use and manage their messaging and notification services from electronically emailed WAV formatted messages directly to a designated email address.
NB. Personalized voicemail setup can be done via a traditional handset to record personalized messages, however messages can not be retrieved with a traditional handset. Retrievals can only be sent to an email address.
2.1.3.2. Find-me, follow-me feature package
The Find-me, Follow-Me feature-set is a combination of 2 distinct features that allow you to always be accessible to those who wish to communicate with you. The 2 distinct features are:
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(a) Sequential Ring allows you to sequentially ring up to 5 locations (in addition to the base location) for a specified number of rings;
(b) Simultaneous Ring allows you to list numbers you would like to ring in addition to your primary phone when you receive a call.
The Find-me, Follow-me is available only when connecting directly to analogue or IP voice handsets.
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2.1.4. PSTN Connecting Interfaces
ecOffice Outbound Voice provides a PSTN interface that can be connected to either a PABX/Key system with a PSTN interface or an Analogue Telephone.
The service interface provided to You is via an RJ12 jack on an analogue telephone adapter and will be located on the Customer premises. The Customer is responsible for all internal cabling and wiring to the PABX / Key System or Analogue Telephone handsets.
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2.1.5. IP Connecting Interfaces
ecOffice Outbound Voice provides a VoIP interface that can be connected to either an IP PBX or IP voice handset.
The IP PBX or IP voice handset must implement the Session Initiated Protocol (SIP) for call control and the G726 32kbps codec for media delivery via an appropriate Ethernet LAN cabling and switch.
The proper operation and interworking of the VoIP interface including compatibility with Endeavour Connect’s implementations of the Session Initiated Protocl and G726 32kbps codec is the responsibility of the Customer.
The service interface provided to You is via an RJ45 Ethernet jack on the Endeavour Connect router located on the Customer premises. The Customer is responsible for Ethernet LAN switch and cabling to the IP PBX or IP voice handsets.
2.1.5.1 Connecting Fax, Modem and Eftpos terminals
ecOffice is not guaranteed to support all types of customer Fax, Modem and Eftpos terminals. It is recommend Fax, Modem and Eftpos terminals are connected using a separate standard PSTN service that is not provided by the ecOffice Outbound Voice service.
It is therefore at the customers own risk to use ecOffice for the above services. Endeavour Connect will supply a standard configuration that we believe is most effective for the ATA port connecting Fax, Modem and Eftpos terminals but will not assure or trouble-shoot services connected in this way.
2.1.6. Outbound Calling
Calls can be made from any Australian fixed line telephone service described in Section 2.1 that has access to the Endeavour Connect Network to any Local, National, Mobile or International telephone number. Calls are identified as Local, National, Fixed to Mobile, International or other calls based on the profile of the originating and dialed numbers.
2.1.6.1 Local
Local calls include calls to fixed line telephone numbers within the local calling area of the caller.
2.1.6.2 Fixed to Mobile
Fixed to Mobile calls include calls to any mobile telephone number where the call recipient is located in Australia. Calls to mobile telephone numbers where the call recipient is located outside Australia may attract additional Charges.
2.1.6.3 National
National calls include calls to fixed line telephone numbers in Australia outside the local call area of the caller.
2.1.6.4 Interoffice
Calling between two or more offices within one organisation utilising ecOffice Outbound Voice will remain “on-net” these calls will remain on the Endeavour Connect IP Network and not be charged on a per minute basis.
2.1.6.5 International
International calls include calls to telephone numbers outside Australia. Calls to mobile telephone numbers where the call recipient is located outside Australia may attract additional Charges. International calls are available via MCP, Coded Access and Endeavour Connect Direct Access Lines.
2.1.6.6 Other
All other calls not described above are defined as other calls. These calls include without limitation calls to free call numbers, UPT, Information Services, 13/1300 numbers and satellite telephone services.
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2.2 ecOffice Internet access
The service comprises three main components, Internet Access, Router and Internet Data.
2.2.1 Internet Access
Internet Access connection will be shared with voice and VPN services where these services are selected. See Section 1.1 for more details.
2.2.2 Service Interface
The router provided at Your site provides a LAN Ethernet interface which acts as the service Interface for ecOffice Internet Access. The Customer is responsible for all cabling and equipment on the LAN side of the Ethernet port on the router.
2.2.3 Internet Data
ecOffice Internet provides unlimited Internet data for your local business purposes (ie. for your staff and employees at the Customer site) at a fixed monthly charge. The amount of data is limited by the maximum throughput of the access tail.
2.3 ecOffice VPN
Where customers have more than 1 site and require private networking between sites ecOffice can provide a managed CPE based VPN solution that provides a secure connection between sites. ecOffice VPN provides support for real-time, interactive and business grade applications. See Section 3.6 for configuration options.
2.3.1 Service Interface
The router provided at Your site provides a LAN Ethernet interface which acts as the service Interface for ecOffice VPN. The Customer is responsible for all cabling and equipment on the LAN side of the Ethernet port on the router.
2.3.2 VPN Topologies
The customers VPN topology must be specified on ordering. There are 2 options to select from:
(a) Hub and spoke – sites communicate to each other via the central head-office site. You may also configure to allow specific direct intersite activity in this topology;
(b) Fully meshed – sites can communicate directly with each other without the need to go via a central site. You may also configure to block specific direct inter-site activity in this topology.
2.3.3 Interstate VPN
Endeavour Connect will maintain appropriate interstate bandwidth in national networks. During ordering customers must select a state to be set as the VPN head-office state. Preferably this will be the state with the most customer sites in it, as all traffic from interstate sites will incur an interstate surcharge (charge is dependant on speed). This interstate surcharge covers the backhaul of all traffic to the Head-Office state with appropriate QoS.
2.3.4 Remote Network Access
Remote Network Access allows customers to access their ecOffice VPN while away from the office. Utilising Windows VPN networking functionality, customers can use any Internet connection available and appropriate authentication details to create a secure connection to their ecOffice VPN. This allows customers to access their VPN as if they were physically connected to the office LAN.
Note: The ecOffice VPN Head-office must have a Cisco 8xx router for this functionality to work. See Section 3.6.1 |
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3.0 PROVISIONING THE SERVICE
3.1 Installation process
3.1.1 Provisioning Coordination
We build, implement and deploy the Voice Internet and VPN services within specified service targets. We will specify a deployment plan that will utilise the skills of a provisioning coordinator. We will specify an implementation sequence for the implementation and commissioning of Your solution, on a site by site basis as agreed between Us.
3.1.2 Standard Installation
The standard installation process consists of configuration of the Network Access to meet the operational requirements developed during the design phase. The circuits are tested and installed on site, through a range of coordinated activities undertaken by the provisioning coordinator. During this phase, You are responsible for ensuring that the sites are made ready for the standard installation. For a site to be ready for the standard installation:
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- There must be a clear network boundary such as an Main Distribution Frame (MDF) for terminating the Network Access at the Customer premises;
- There must be standard 240 v AC power available;
- Cabling required to be run from the network boundary such as an MDF or other existing cable distribution point (such as an Internal Distribution Frame) to the location where the CPE is physical located must not be in excess of 15 meters;
- Cabling required for connecting CPE and the Customer’s own telecommunications equipment (eg. PBX / Key System, LAN or distribution frame for telephone handsets) must be in accordance with Figure 1.0 above.
- The installation must be possible by normal means and must be able to be undertaken by a single person;
- There must be no requirement for scissor lifts, cable trays, core/masonry penetrations or other sundry civil works required to be undertaken; and
If extra or non-standard installation work is required, we will: |
- Put Your order for the Service (as set out in the Service Order Form) on hold;
- Provide You with a new quotation for the additional Works required; and
- Provide You with 3 Business Days within which to accept or reject the quotation.
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We will install the Service during our normal business hours (8.00am to 5.00pm (local time) excluding weekends and public holidays).
3.2 Customer Activation
End customer activation will begin after the appropriate and authorised ecOffice order is received.
End Customer activation involves the provisioning and activation of the following: |
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(a) Service pre-qualification - Confirmation of the availability of copper pairs (ULLS).
(b) Provision of access link and network configuration.
(c) Configuration and installation of end customer CPE.
(d) Implementation and testing of service between the installed CPE and the Endeavour Connect/Endeavour Connect network.
(e) Installation of the standard cabling from the Router and/or ATA to the Customer data and/or voice equipment.
(f) In the case of voice services, an optional Endeavour Connect provided PBX/KTS maintainer can be provided to: |
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(i) Connect the voice services directly to a PBX/KTS
(ii) Do any PBX/KTS programming/re-programming
(iii) Testing. |
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3.3 Service Modification
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3.3.1 Endeavour Connect will only allow the following service modifications: |
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(a) Increased number of lines;
(b) Line Hunt feature settings;
(c) Standard data Service Modifications including the upgrade of data speed;
(d) Router Configuration modifications. |
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3.3.2 If requested, we will make amendments to the Service during our normal business hours (8.00am to 5.00pm (local time), excluding weekends and public holidays) in accordance with Part 3 – Service Levels. These amendments to the Service will incur additional Charges see Part 2 - Charges.
3.3.3 Any service modifications requests being for adds, moves or changes should be forwarded to provisioning@endeavourconnect.com.au. All modifications resulting in a pricing change to the service will require written approval by authorised representative for that service.
3.4 Service Relocation
Service Relocation is available during the term of the contract but is limited to Endeavour Connect coverage area.
If we are unable to relocate your service and you wish to cancel the service you are liable for all the minimum charges due for the remaining term of the contract.
You are responsible for the porting of your numbers to a new service; Endeavour Connect will provide assistance as detailed in Part 4 – Additional Terms & Conditions.
Service relocation charges apply
Service relocation requests should be forwarded to provisioning@endeavourconnect.com.au.
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3.5 Service Cancellation
3.5.1 Active Service
An active service can be cancelled by emailing provisioning@endeavourconnect.com.au. This must be accompanied by appropriate authorization. Billing of the service will continue unless the cancellation request is received.
A minimum notice period of 30 days is required prior to the requested cancellation date.
If you wish to cancel the service you are liable to pay two times the minimum spend for every month of the contract period left plus $100. Minimum spend being $100 per line.
Note: Customers must also return the customer equipment or will be charged for the cost of the equipment.
3.5.2 Order Withdrawal
An existing order must be withdrawn by emailing provisioning@endeavourconnect.com.au
If you wish to withdrawal the service once you have authorized the order for service you are liable for all the minimum charges due for the remaining term of the contract.
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3.6. Service Configuration
3.6.1 CPE Configuration
When ecOffice is configured with any combination of Voice, VPN or Internet access, the router will support 3 separate logical interfaces with 3 different IP addresses. (Customer VPN addressing, Voice equipment addressing and Internet addressing) If no Internet access is required at a site then the service will not be provisioned with a public address.
3.6.2 Customer numbering plans
Where a customer has more than 1 office connected to the ecOffice Voice product We can on request setup a voice numbering plan that enables extension dialling between offices.
The following option is available:
2 extension dialling with a 2 in front i.e. ext. 298 (maximum 100 extensions)
The customer must ensure they select the appropriate dialling plan across all of Your offices to support future growth.
3.6.3 IP Addressing
For the VPN service the use of Private IP numbers across the entire VPN space is used. This means that only the Local Area Network (LAN) IP and IP subnet ranges need to be provided by the customer.
Endeavour Connect will allocate all the Wide Area Network (WAN) IP address from a private pool.
Internet services will have 1 Public IP WAN Address, allocated by Endeavour Connect. Additional Public IP addresses can be requested for devices requiring a public IP address. Sufficient justification must be provided and this information should be captured upfront in the ordering stage as additional information.
3.6.4 Security
The ecOffice product has been designed to incorporate various security features, enabling secure communication for Voice and VPN services. The core functionality lies within the CPE provided by Endeavour Connect which provides secure access to both the Endeavour Connect core network and voice switches. This same functionality allows secure connectivity between sites. The Voice and Data sessions only traverse the private part of the Endeavour Connect core network and are not visible to the Internet. 3DES encryption is used to ensure privacy and integrity of customer data.
3.6.5. Lawful Interception
Endeavour Connect have implemented all appropriate processes to fulfill obligations under the Lawful Interception Telecommunications Act.
3.6.6 Power Outages and Availability of Emergency Call Services
The service may not function in the event of a power failure or disruption unless a UPS powered network is in place on the customer’s site. A power failure or disruption may require the Customer to reset or reconfigure equipment prior to utilising the Service.
Emergency 000 calls will not be able to be made in the event of a service outage, power failure or disruption. You should always have an alternative means of accessing 000 services if you do not have a UPS powered network in place.
3.6.7 White Pages listing
Customer should submit their Whitepages listings in case of change of address or new service numbers for publishing directly to the Whitepages website. Click the ‘contact us’ link at http://www.whitepages.com.au/wp/search/tools.jhtml#.
3.6.8 Number Portability
The number portability process allows customers to bring their existing phone numbers to the ecOffice service. Customer may bring their existing numbers from Telstra, Optus or PowerTel onto the Endeavour Connect service.
If You are moving away from Endeavour Connect You are responsible for the porting of your numbers to a new service; Endeavour Connect will provide assistance as detailed in Part 4 – Additional Terms & Conditions.
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4.0 OPERATION OF THE SERVICE
4.1. Network Management
The underlying network platform upon which the service is delivered is pro-actively managed and monitored by the Endeavour Connect Network Operations Centre (NOC).
The NOC operates 24 hours a day, 7 days a week and is dedicated to the task of network monitoring and fault management. The NOC monitors the physical state ("up" or "down") of the service and provides a remote diagnostics centre to help ensure operational stability and connectivity to designated sites and resources.
4.1.1 Maintenance
To enable us to reliably deliver the Service we need to undertake periodic maintenance of the network infrastructure. These planned maintenance windows are scheduled to minimize any impact on Your service.
4.2 Overall Fault Management
4.2.1 Customer Contact Centre
The Customer Contact Centre is responsible for receiving Your requests for network Service restoration 24 hours a day, 7 days a week, and managing restoration of the affected Endeavour Connect Service.
4.2.2 Restoration
To prioritise resources, the Customer Contact Centre representative will prioritise faults into severity categories according to the fault impact. A unique job number will be issued and used in any follow up contact with Your contact.
4.2.3 Contact Details
All faults must be reported to the Customer Contact Centre, on 1300 769 000, by providing:
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- Your customer number and account number;
- The affected Service;
- The time and date of the fault;
- A detailed description of the fault; and
- The contact details for Your contact who will accept the response call.
4.3 Customer Service and Billing
4.3.1 General Enquiries
The Customer Contact Centre will respond to general enquiries regarding the Services, product information, work status and information requests. Faults may be reported to the Customer Contact Centre 9.00am and 5.00pm (Sydney Time) Monday to Friday. Billing enquiries will be actioned by the Customer Contact Centre between 9.00am to 5.00pm (Sydney time) Monday to Friday. The Customer Contact Centre can be contacted on 1300 769 000.
4.3.2 Moves, Adds and Changes
For any moves, adds or changes to your ecOffice service, please contact your ecOffice specialist or Endeavour Connect Franchisor who will arrange the appropriate changes directly with Endeavour Connect.
4.3.3 Billing
Invoices are issued in accordance with the terms of the Standard Services Agreement with Us. We will invoice You on a monthly basis. Each invoice will include call summaries by service numbers and by Answer Points.
All billing enquiries should be made to the Customer Contact Centre on 1300 769 000. |
| Part 2 – Charges |
1.0 OVERVIEW
The ecOffice “standard pricing schedule” must be signed when there is no VPN requirement now or in the future. This sheet contains all Voice & Internet related pricing and call charges. If VPN component is required, then the ecOffice schedule must be signed. Note that this pricing sheet is also used when VPN only is required.
Explanation of charges
The pricing structure is based on the following parameters:
1.1 One Off Installation Charges
One off installation and router charges are applicable for new Internet or VPN services and Voice services containing less then 3 ported numbers. All Voice (or bundled voice & data) services with 3 or more ported numbers receive free installation with the standard Endeavour Connect provided equipment (including installation, and ATA) Customers may choose to upgrade router type at a one-off fee. Please refer to the pricing schedule for relevant charges. Establishment charges also apply for VPN only access services.
1.2 Monthly Service Fee
A monthly recurring fee is applied for voice lines based on a line rental fee. This can include a VPN service and an optional Internet plan for unlimited Internet data. Upgrades in access beyond the standard bundle will result in a monthly surcharge. Monthly charges also apply for hosted IP applications and extension functionality.
Separate Internet and VPN charges apply when there are no voice lines. There is a monthly fee depending on access speed as well as Internet usage. There is also an optional interstate and QoS surcharge monthly fee.
1.3 Call Usage Fees
ecOffice uses the Endeavour Connect Direct call rates as the call charges for Voice services. Please refer to the relevant ecOffice Outbound Voice pricing information at time of order.
1.4 Contract Term
Contracts are offered for a term of 24 or 36 months.
Contract terms begin from the date the Service Completion Advice which will be sent by Endeavour Connect.
1.5 Internet Usage Fees
Internet usage fees are applicable for the Internet data for the Internet service portion of the product. Please refer to the ecOffice pricing document for details on the packages available.
1.6 Billing Start Date
The billing start date starts from the date Endeavour Connect issue the Service Completion Advice (SCA) to the Franchisor / customer.
1.7 Daily Usage Feed
Endeavour Connect will send a monthly bill to the end-customer with all appropriate fixed and variable charge
1.8 Miscellaneous Charges
Miscellaneous charge will apply for moves, adds, and changes to the service. Please refer to the pricing schedules for a full list of charges. |
| Part 3 – Service Levels |
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1.0 SERVICE LEVELS
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| Service Reception |
Answering a telephone call from a You and logging information relevant to a fault or other details relevant to the service required. |
Service Restoration
Call reception is available 5 business days a week, 9.00am to 5.00pm (Sydney time), 85% of calls will be answered within 20 seconds
Billing Enquiries
Call reception is available on business days, 9.00am to 5.00pm (Sydney time). 85% of calls will be answered within 20 seconds.
Provisioning Enquiries
Call reception is available on business days, 9.00am to 5.00pm (Sydney time). 85% of calls will be answered within 20 seconds. |
| Fault Classification |
Faults are classified by the Endeavour Connect Operations Centre and advised to the customer on initial response. |
Interrupted Faults means Service is not operational Uninterrupted faults means Service is degraded but still operational |
| Call Response Times |
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The elapsed time, during service reception hours, between the customer reporting a fault to Endeavour Connect or Endeavour Connect responding to an alarm, and Endeavour Connect contacting the customer to provide the following details: |
- fault classification
- initial diagnosis
- an estimated time to restore, if known.
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Interrupted Faults - 60 minutes
Non-Interrupted Faults - 4 hours |
| Fault Monitoring |
Endeavour Connect will monitor the service 24 x 7 days a week |
24 hours 7 days a week |
| Core Network Restoration |
The core network is defined as the Endeavour Connect Voice and Data network but excludes the ULL to the customer premises. |
4 Hours |
| Service Availability Target |
Availability is calculated as the annual Service Reception Hours less downtime outside the coverage window for planned outages divided by the Standard Reception Hours expressed as a percentage. |
99.9% on annual basis |
| Planned Outage Notification |
Notice of any planned maintenance that could cause a service outage |
Notification at least five Business Days in advance either by letter, telephone, fax or e-mail. In the case where emergency maintenance needs to be conducted, Endeavour Connect will endeavour to provide at least 24-hr notice. |
| Service Restoration |
Service Restoration - The elapsed time, during service hours1 between the customer reporting a fault to Endeavour Connect or Endeavour Connect responding to an Alarm and confirmation to the customer that the service has been restored to the levels defined in the service description. NB. Planned Outage coverage windows are excluded from the restoration times quoted |
| Location Classification2 |
Interrupted Fault Restoration and Service Hours |
Non Interrupted Fault Restoration and Service Hours |
| CBD Metro |
12 hours |
4 days |
| Regional |
26 Hours |
4 days | |
| Service Provisioning Lead Times |
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Service Activation – No LNP Required
Service activation starts from the date that Endeavour Connect Operations & Support acknowledge receipt of the order. |
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Service Activation – LNP Required
Service activation starts from the date that Endeavour Connect Operations & Support acknowledge receipt of the order. | |
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25 days
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| 25 Days Subject to accepting the first available “Porting Window” | |
| Moves Adds & Changes |
| Additional Voice Lines (within CPE capacity no onsite visit required) |
| Additional Voice Lines (outside CPE capacity onsite visit required) |
| Standard Bandwidth Change (Within Technology) |
| General Configuration changes |
| Adding Public IP Addresses to Internet component |
| Additional Features – Unified Messaging / Remote Office |
| Voice Feature Configuration changes | |
3 days
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10 days
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3 days
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| 3 days |
5 days
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3 days
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3 days
Note: Other end-user configuration to be completed by the customer via CommPilot web configuration portal (If using extension functionality). Eg – Call forward, Call waiting | | |
1. Service Hours Monday to Friday 9.00am to 5.00pm.
2. Please see Endeavour Connect’s Exchange Locations for Location Classification.
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Service Level Guarantee |
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Where we fail to meet the defined restoration time for Interrupted Faults, the following rebates will apply:
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Less than or equal to 1 hour |
15% of total fixed monthly charges for the eligible service at that site |
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Greater than 1 hour, less than or equal to 2 hours |
25% of total fixed monthly charges for the eligible service at that site |
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Greater than 2 hours, less than or equal to 4 hours |
40% of total fixed monthly charges for the eligible service at that site |
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Greater than 4 hours |
50% of total fixed monthly charges for the eligible service at that site | |
Example – a fault in voice line results in the service to be non-operational for 15 hours. Our restoration service level for this site is 12 hours. Restoration takes 3 hours longer than targeted. As such a 25% rebate is payable on the fixed monthly fee for the Endeavour Connect service at that site.
The following conditions apply to eligibility for a Service Restoration Rebate: |
- Rebates are not payable on voice calls during that month.
- The rebate is payable only in relation to the site where the fault originates
- The rebate is the customer’s only remedy in the event of any failure to meet the service restoration target.
- The customer must apply for the rebate in writing to their Account Manager within 30 calendar days of the end of the month to which the rebate applies.
- The rebate is only to be applied by way of a credit, and cannot be redeemed for cash.
- The maximum rebate available for any circumstance in any month will not exceed 100% of the total monthly Charges.
Service Restoration Rebates are not available where: |
- Planned outages are undertaken by Endeavour Connect;
- Disruption or delay in restoring the Service is caused or contributed to by the customer;
- The customer has not paid any monthly fees set out in this agreement, when due and payable;
- The fault was caused by a power interruption at the customer's site;
- The failure is outside the responsibility of Endeavour Connect including, but not limited to:
- Equipment or cabling owned or leased by the customer;
- Carriage of the Service across networks not controlled by Endeavour Connect;
- Operational and environmental characteristics under which the Services are used by the customer;
- Failure by the customer or any third party (other than a contractor or agent engaged by Endeavour Connect) to maintain or maintain appropriately any equipment relevant to supply of the services; or
- A Force Majeur event.
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Voice Quality Service Guarantee
ecOffice is a VoIP solution that delivers consistent, quality voice calls. We guarantee it. If you are not completely satisfied with the voice quality, simply let us know within 30 days from connection of the service and we’ll fix it or cancel your service without penalty.
Conditions of guarantee: |
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1. You’ll need to report your voice quality problem to Endeavour Connect Support as soon as it occurs and we’ll arrange to check out your system either onsite or remotely.
2. We may ask for your help to identify and fix the problem. The help you would need to provide includes allowing our technicians access to your premises and demonstrating the issue for them so that we can verify that there is a problem.
3. After following steps one and two, if we have verified the problem and we are unable to resolve the voice quality issues, you can request cancellation of your service by emailing us with details of your issue and the original trouble ticket number from step 1 at provisioning@endeavourconnect.com.au. In order to cancel your service, you must have reported the problem to us (step 1) within the first 30 days after service connection.
4. This guarantee applies to voice quality only. It doesn’t apply in any other circumstances such as if you are moving to a different location, you are closing your business location, you no longer have a need for the service or you become aware of an existing contract for services with another provider. |
You are responsible for making all necessary arrangements to switch your services back to your previous provider.
Offer validity
This offer is only available for orders placed with Endeavour Connect after 2nd October 2006.
* From the first day of connection. |
| Part 4 – Additional Terms and Conditions |
1.0 TRANSER OF SERVICES TO US
1.1 If, in providing the Service, We need to change Your arrangements with Your current supplier of telecommunications services, then We will do so in accordance with this clause 1.
1.2 You authorise Us to sign on Your behalf and in Your name forms of authority to Your current supplier to transfer Your accounts into our name.
1.3 You authorise (and if requested by us, agree to give written instructions to) Your current supplier of telecommunications services to transfer to Us all telecommunications services relating to the telephone numbers transferred to Us and to provide Us with all information necessary for this purpose.
1.4 If Your current supplier raises a proper charge relating to a service it provided to You before the commencement of the service, We will advise You accordingly. You must pay Your current supplier that amount. If You dispute the amount claimed, You must promptly notify Us in writing.
1.5 We will not accept any liability for any amounts owing by You to Your current supplier for a service that Your current supplier provided to You prior to the commencement of the Service. You must indemnify Us against any claims made by Your current supplier to Us in relation to any such amounts.
2.0 TRANSFER OF YOUR ACCOUNT FROM US TO ANOTHER SUPPLIER
2.1 If, in the future You ask a third party supplier to transfer the Service to that third party supplier, then You remain responsible to Us for the amount payable prior to the transfer, and You will immediately pay Us that amount on receipt of our invoice.
2.2 The provision of Services ceases when those accounts are transferred to that other Supplier.
2.3 If we later become aware of other proper Charges (including fees payable to any other supplier) for that Service up to the date of transfer, or we resolve any dispute so that any liability of ours relating to that service is quantified, then You will immediately pay Us all such amounts on receipt of our invoice.
3.0 CHARGES FOR SERVICES
3.1 You will pay Us in accordance with this Agreement any charge which any other supplier or other person renders to Us: |
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(a) Because You approach that other supplier or person directly, or otherwise than through Us; or
(b) For connection or initiation of any service or for cancellation of any service; or for any changes in other supplier's Charges to Us (including increase and special or one-off Charges).
If You use an override code to access services (including 190X calls) offered by another supplier, You will be billed by that supplier for Charges You incur. |
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4.0 USE OF OUR NETWORK
You authorise Us to arrange (including to sign on Your behalf forms of authority) for any equipment necessary for You to receive the Service to be installed and programmed so that calls to destinations nominated by Us from time to time are, so far as possible, carried by our switched services network.
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5.0 LIMITATION OF LIABILITY
5.1 In addition to the Limitation of Liability set out in clause 5.1 of the SSA, we have no liability to you or any other person for:
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(a) Porting of Your local number (as detailed on the relevant Service Order Form or Porting Authority Form) which is carried out in accordance with a porting request received by Us;
(b) Any delays in implementing a porting request for a number in respect of which We have received a porting request; or
(c) A failure to implement a porting request in accordance with a porting request received by Us. |
| 5.2 We have no liability to You or to any other person for faults or defects that arise in telecommunication services not provided under this Agreement which are due to incompatibility with the Endeavour Connect Service. |
