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Inbound Voice Services (13/1300/1800)

  1. Service Description
    1. Service Overview

      Cytrack’s appointed Carrier Voice Services include a range of inbound voice services based on Cytrack’s appointed Carrier’s intelligent network (IN) platform. The Services are designed to make it easier for You to operate in an increasingly dispersed manner by providing your callers with the ability to dial-in to you at subsidised call rates using an Inbound Service Number.

      Cytrack’s appointed Carrier Reach Voice Services include:

      • the Cytrack’s appointed Carrier Reach Inbound Service;
      • the Cytrack’s appointed Carrier Presence Inbound Service; and
      • the Cytrack’s appointed Carrier International Toll Free Services (ITFS).

      You are required to nominate which type of Cytrack’s appointed Carrier Reach Voice Service you are ordering on your Service Order Form.

    2. Cytrack’s appointed Carrier Reach Inbound Services (13/1300/1800)
      1. Service Description

        With an Cytrack’s appointed Carrier Reach Inbound Service (13/1300/1800 non-geographic numbers) calls can be:

        1. made to the Service from a mobile or fixed line phone from anywhere in Australia; and
        2. terminated at Your End User’s nominated Access Site anywhere in Australia or overseas.

        The types of numbers offered by the Service are:

        1. 13xxxx (6 digits);
        2. 1300xxxxxx (10 digits); and
        3. 1800xxxxxx (10 digits).

        Generally, callers pay no call charge when calling a Service prefixed with 1800 and pay a flat rate when calling a Service prefixed with 13 and 1300. There are exceptions to this, including for calls made to a Service from mobiles or from international locations.

      2. Service Coverage

        End Users are able to receive calls from:

        1. Australian fixed line and mobile networks that are supported by an interconnect agreement between Cytrack’s appointed Carrier and the relevant Australian network operator; and
        2. international fixed line and mobile networks that are supported by an interconnect agreement between Cytrack’s appointed Carrier and the relevant international network operator, provided the calling party dials an Australian country code prefix which is an Australian domestic toll free service.
      3. Service Features

        The Cytrack’s appointed Carrier Reach Inbound Service offers the following features:

        1. web-based reporting;
        2. customised call barring, for example mobiles, selected callers or certain calling areas; and
        3. flexible call distribution, including:
          1. Australia wide routing;
          2. state based routing;
          3. mobile location identifier (MoLI) routing;
          4. charge district routing;
          5. standard zone unit routing;
          6. exchange service area (ESA) routing;
          7. postcode routing;
          8. call splaying;
          9. call overflow;
          10. time of day routing;
          11. day of week routing;
          12. day of year routing
          13. selected caller routing; and
          14. Customised Voice Response (CVR).
    3. Presence Inbound Services
      1. Service Description

        The Presence Inbound Service provides a 10-digit geographic access number in a specific location around Cytrack’s appointed Carrier’s national points of presence. It provides call capture points throughout Australia while giving the appearance that the caller is calling a local business operator.

        The Presence Inbound Service works in the same manner as a national 13/1300 service except that the dialled number is a local geographic number. All call charges are incurred by Your End User.

      2. Service Coverage

        End Users are able to receive calls from:

        1. Australian fixed line and mobile networks that are supported by an interconnect agreement between Cytrack’s appointed Carrier and the relevant Australian network operator; and
        2. international fixed line and mobile networks that are supported by an interconnect agreement between Cytrack’s appointed Carrier and the relevant international network operator, provided the calling party dials an Australian country code pre-fix which is an Australian domestic toll free service.
      3. Service Features

        The Inbound Service offers the following features:

        1. web-based reporting;
        2. customised call barring, for example mobiles, selected callers or certain calling areas; and
        3. flexible call distribution, including:
          1. Australia wide routing;
          2. state based routing;
          3. mobile location identifier (MoLI) routing;
          4. charge district routing;
          5. standard zone unit routing;
          6. exchange service area (ESA) routing;
          7. postcode routing;
          8. call splaying;
          9. call overflow;
          10. time of day routing;
          11. day of week routing;
          12. day of year routing
          13. selected caller routing; and
          14. Customised Voice Response (CVR).
    4. International Toll Free Services (ITFS)
      1. Service Description

        The International Toll Free Service allows an End User (as a customer located in Australia) to have a toll free number in an overseas country, with the calls being answered in Australia.

        The toll free number dialled in the overseas country is in the toll free format of that country. For example, a number dialled in New Zealand is in the format 0800 XXX XXX, while in Sweden, the number format is 020 XX XXXX. As the toll free number is allocated by different overseas carriers, Your End User will have a different toll free number for each country that they receive ITFS calls from.

        From time to time, an overseas carrier will advise Cytrack’s appointed Carrier that it is changing its access number format. Often, this is a case of changing the toll free prefix to include the digits 800. This will mean that Your ITFS number will change in that country. The notice period given to us of these changes varies. Some carriers provide a dual-access period then a recorded announcement for a period, others do not.

      2. Service Coverage

        End Users are able to receive calls from fixed line and mobile networks that originate from networks internationally, based upon the country in which the ITFS is situated. ITFS is provided via the Cytrack’s appointed Carrier Network, which has interconnection arrangements with all major national carriers and many international carriers.

      3. Service Features

        Cytrack’s appointed Carrier will route the ITFS number to Your Answer Point, which may be a standard telephone service, mobile or international service (see Third Country Calling restrictions in paragraph 1.4(e)).

        The International Toll Free Service offers the following features:

        1. web-based reporting;
        2. customised call barring, for example mobiles, selected callers or certain calling areas; and
        3. flexible call distribution, including:
          1. call splaying;
          2. call overflow;
          3. time of day routing;
          4. day of week routing;
          5. day of year routing; and
          6. Customised Voice Response (CVR).
      4. Access Restrictions

        In each country, there are various restrictions on access to toll free numbers. For example, calls may not be possible from some types of telephones and certain payphones may require coins to get a dial tone, or there may be charges payable by callers from certain countries. Cytrack will advise You of any known restrictions for the country in question.

      5. Third Country Calling

        Third Country Calling refers to an inbound international toll free call terminating back out of Australia into a third country.

        Several international carriers do not allow Third Country Calling on numbers originating in their country. Some require you to sign a form declaring that you understand this restriction. Cytrack’s appointed Carrier will advise you of countries with this restriction and supply the relevant declaration form to you.

    5. Additional Features

      The following features apply to all Cytrack’s appointed Carrier Reach Voice Services.

      1. Network Connectivity

        Where Answer Points for the Service are not directly connected to the Cytrack’s appointed Carrier Network, the call is handed to the relevant carrier for termination.

      2. Reach Call Plan Manager

        Reach Call Plan Manager (RCPM) is a feature of Cytrack’s appointed Carrier Reach Voice Services that allows You to remotely specify and configure the routing of inbound calls from Your End User’s services to the Answer Points of their choice.

        RCPM provides IP access over the Internet to Cytrack’s appointed Carrier’s advanced calling services (ACS) server. ACS is a management application with a graphical interface that allows Inbound Service Numbers to be designed and modified in addition to enabling calls to be routed to specified Answer Points.

        Two types of RCPM are available:

        1. Standard Reach Call Plan Manager

          Standard RCPM allows You to modify the variable data associated with a Call Plan, but the structure of that Call Plan may not be changed. The most frequent modifications include making changes to:

          1. Answer Points;
          2. the day of the week routing;
          3. the time of the day routing;
          4. geographical routing; and
          5. RCPM passwords.

          Where a particular modification cannot be performed using Standard RCPM (e.g. the addition of a new Answer Point to a Call Plan) then Cytrack’s appointed Carrier can perform the modification on Your behalf. In such cases, standard SLAs and modification charges will apply.

        2. Advanced Reach Call Plan Manager

          Advanced RCPM provides all the features of Standard RCPM, but in addition allows You to design and build Your own Call Plans, add new routing options and add new Answer Points.

      3. Customised Voice Response

        Customised Voice Response allows a caller, after being prompted by a pre- recorded voice message, to select from a number of options using his or her telephone key pad. The caller is then directed to the appropriate Answer Point.

      4. Extension Call Allocation

        Extension call allocation is a feature available in conjunction with CVR that allows callers to dial an extension number (of less than 6 digits) within a specified extension range. The call is directed to the nominated Answer Point based on the extension entered.

      5. CDR Feed
        1. Cytrack’s appointed Carrier will use reasonable endeavours to provide You with a call detail record (CDR) feed which shows details of each call made over the Service. Each CDR feed will include the Inbound Service Number, ‘A’ party calling number (masked for privacy reasons), the Answer Point and the call duration.
        2. Cytrack’s appointed Carrier shall determine, in its sole discretion, the format of the CDR feed and may amend the format of CDR feed from time to time.
  2. Charges
    1. Revised Charges
      1. If, at any time during the term of the Agreement, there is an increase in Cytrack’s appointed Carrier’s cost of providing the Services, Cytrack may review and modify the Charges and advise You by notice in writing (the Revised Charges). The Revised Charges so advised will become the Charges effective from the date that is 10 Business Days after the date of the notice.
      2. If Cytrack’s appointed Carrier varies the Charges under this clause 2.2, Cytrack may require from You an additional form of security or prepayment, as applicable, to cover the Revised Charges.
  3. Initial Period
    1. The Initial Period for each Service ordered under this Service Schedule (an Individual Service) is the period commencing from the Service Commencement Date or such other period as specified in Your Order for Service.
    2. An amount equal to the aggregate of all Charges applicable to the Initial Period for an Individual Service is a debt owing to Cytrack’s appointed Carrier at the time You order an Individual Service. You acknowledge that this is a reasonable estimate of the loss Cytrack’s appointed Carrier will suffer in the event that supply of the Individual Service is discontinued prior to expiry of the Initial Period for that Individual Service.
    3. If supply of an Individual Service is discontinued prior to expiry of the Initial Period for that Individual Service, other than pursuant to clause 13.5 or clause 11.5 (as applicable) of the Services Agreement, Cytrack may invoice You for the amount calculated in accordance with clause 3 of this Service Schedule. You must pay that amount within 14 days of the date of the relevant invoice. If You fail to pay such amount within this period, You will pay interest on the outstanding amount at the Interest Rate, which shall accrue daily from the due date for payment until the actual date of payment.
  4. Service Levels

    The service level targets are set out in Annexure B (the Service Level Targets) of this Service Schedule. Failure to achieve a Service Level Target does not automatically entitle You to a rebate.

  5. Additional Terms and Conditions
    1. Service Updates

      Cytrack may vary or add to the Service provided to You in the following circumstances:

      1. if in Cytrack’s appointed Carrier’s reasonable opinion such a variation or addition is required as a result of a change made by a Third Party Service Provider, in which case Cytrack may do so upon providing You with notice ; or
      2. if, in Cytrack’s appointed Carrier’s reasonable opinion, the Service needs to be varied or added to in any way from time to time, in which case Cytrack may do so at its discretion without reference to You, provided the variation does not result in any deterioration in the quality of the Service; and
      3. in any other case, upon 30 days prior written notice to You, which notice may contain a new Service Schedule (the New Service Schedule). For the avoidance of doubt, the terms of any New Service Schedule will supersede and replace this Service Schedule.
    2. Transferring from the Current Supplier to Cytrack’s appointed Carrier

      If in providing the Services, Cytrack’s appointed Carrier needs to change Your arrangements with the current carrier supplying You (Current Supplier), Cytrack must obtain the following authorities and acknowledgements from You:

      1. You authorise Cytrack’s appointed Carrier:
        1. to advise Your Current Supplier that the Your services are to be provided by Cytrack’s appointed Carrier in place of the Current Supplier; and
        2. to sign on Your behalf and in Your name, forms of authority to be sent to the Current Supplier, which will transfer the provision of Your services to Cytrack’s appointed Carrier.
      2. If Cytrack’s appointed Carrier requests, You will give written instructions to the Current Supplier to transfer the services to Cytrack’s appointed Carrier.
      3. You will immediately pay to the Current Supplier all amounts owing for Your Services including alteration of charges, which the Current Supplier may demand up to the time of transfer of those accounts.
      4. Within 7 days of Cytrack’s request You will provide Cytrack with a written list of all amounts which You presently owe to the Current Supplier for its services and include details of any amounts which are in dispute between You and the Current Supplier in relation to its services.
      5. You authorise Cytrack’s appointed Carrier to, at Cytrack’s appointed Carrier’s discretion, resolve all disputes between You and Your Current Supplier about charges owed by You to the Current Supplier. Cytrack will settle all disputes with the Current Supplier in accordance with such resolution and at Cytrack’s appointed Carrier’s discretion, authorise Cytrack’s appointed Carrier to immediately pay the Current Supplier on Your behalf.
      6. If Cytrack’s appointed Carrier pays or credits any amount to the Current Supplier, then You indemnify and will reimburse Cytrack’s appointed Carrier for that amount.
      7. If the Current Supplier credits Cytrack’s appointed Carrier with any amount concerning the transferred services, Cytrack’s appointed Carrier will credit that amount to You.
    3. Number Portability

      Where You complete an Order for Service that requires the porting of an existing inbound number from an Other Supplier’s network to the Cytrack’s appointed Carrier Network:

      1. You represent and warrant that You have completed and signed an appropriate Porting Authority Form as required by the Other Supplier to port the relevant number(s) to the Cytrack’s appointed Carrier Network; and
      2. You will be liable for any Other Supplier’s charges or any other charges or costs incurred by Cytrack’s appointed Carrier as a result of a rejected port.
    4. Compliance with Calling Number Display Industry Code

      We may only provide You with Calling Line Identification (CLI) while We are satisfied You are in compliance with Your obligations under the current ACIF C522 Calling Number Display Industry Code, including (without limitation) section 5.2. Without limitation:

      1. You must not use CLI for the purposes of data mining, behavioural monitoring, marketing or identifying and communicating with anyone other than Your own customers; and
      2. Please be informed that Cytrack receives Your CLI regardless of blocking.
    5. Compliance with Rights of Use
      1. At all times You must ensure that if any Inbound Service Number is a smartnumber®, You or Cytrack:
        1. are the ROU-holder of that Inbound Service Number; or
        2. have otherwise obtained from the ROU-holder and are maintaining a lease of or licence to use that Inbound Service Number.
      2. You agree to indemnify Cytrack’s appointed Carrier from and against any losses, damages, costs and/or expenses (including any arising out of or in connection with an action or claim relating to the infringement of an ROU-holder’s rights brought against Cytrack’s appointed Carrier) as a result of a breach of clause5.6 (a) by You.
      3. At any time, Cytrack’s appointed Carrier may disconnect the Service on an Inbound Service Number (including, without limitation, a smartnumber®) immediately without notice, liability and prejudice to any of its other rights, for any of the following reasons:
        1. Cytrack’s appointed Carrier has been made aware that the ROU-holder of that Inbound Service Number has not authorised the activation of the Service or has requested disconnection of the Service;
        2. Cytrack’s appointed Carrier has been made aware that Your lease of, licence to use, or right to use that Inbound Service Number has been cancelled, withdrawn or surrendered; or
        3. Cytrack’s appointed Carrier must otherwise do so to comply with the Telecommunication Numbering Plan 1997, the INMS Business Rules, or any other laws, regulations, determinations, industry codes or rules in relation to the rights of use of that Inbound Service Number.
      4. In this clause 5.6:
        1. ROU-holder has the meaning given in the Telecommunications Numbering Plan 1997; and
        2. smartnumber® means a freephone (1800 number) or local rate (13 or 1300 number) telephone number that has been allocated to an ROU-holder by the ACMA through the on-line auction system described in Division 7A Part 5 of the Telecommunications Numbering Plan 1997.
    6. Use of Presence Inbound Numbers

      You acknowledge that Cytrack’s appointed Carrier Presence Inbound Services are not configured to enable any outgoing calls and can only support incoming calls.

  6. Definitions

    In this Service Schedule, unless the context requires otherwise:

    Cytrack’s appointed Carrier Network means the telecommunications network and telecommunications services (including all Cytrack’s appointed Carrier and Other Supplier owned equipment) operated by Cytrack’s appointed Carrier or its Related Body Corporate.

    Access Site means the site address nominated in the Order for Service.

    ACMA means the Australian Communications and Media Authority.

    Answer Point means the standard telephone number or numbers that the Inbound Service Number is terminated on. An answer point can be a 13, 1300 or 1800 number.

    Call Plan or Call Routing Plan means a flowchart defining the decisions and actions made to determine the routing of a call. Call Plans are associated with an individual Service and are stored and managed within customer partitions within Cytrack’s appointed Carrier’s IN Platform.

    Carriage Service Provider has the meaning given to that term in the Telecommunication Act 1997.

    Current Supplier means a Carriage Service Provider, a telecommunications service provider or equipment supplier who supplies You with services or equipment.

    Customised Voice Response (CVR) means a customised voice recording or announcement that is established in conjunction with a Call Plan.

    IN Platform means Cytrack’s appointed Carrier’s Intelligent Network platform.

    Inbound Service Number means the non-geographic inbound voice number based on Cytrack’s appointed Carrier’s IN Platform. It can be a 13, 1300 or 1800 number.

    Initial Period is, in relation to an Individual Service, described in clause 3(a).

    INMS means Industry Number Management Systems – the telecommunications industry organisation responsible for the management of Free and Local Rate (13/1300/1800) Number Allocation and Porting.

    ITFS means International Toll Free Service.

    Other Supplier means a provider of telecommunications services or equipment used to supply the Services other than Cytrack’s appointed Carrier.

    Service or Cytrack’s appointed Carrier Reach Voice Service means the Cytrack’s appointed Carrier Reach Voice Service supplied to You under this Service Schedule as described in clause 1.

    Service Levels means the target service levels applicable to the Service set out in Appendix B.

    Service Commencement Date means the earlier of:

    1. the date on which Cytrack’s appointed Carrier first notifies You that the Service is ready for use; and
    2. the date on which You first use the Service.

Annexure B

Service Levels

Definitions in or incorporated in the Service Schedule that this Service Level Agreement forms part of, apply to this Service Level Agreement. In this Service Level Agreement, the following definitions also apply unless the context requires otherwise:

Availability means is calculated per calendar month as the total Standard Service Hours for the relevant month less any Unplanned Outages during the relevant month divided by the total Standard Service Hours for the relevant month expressed as a percentage.

Complex Call Plan means a Call Plan servicing a Reach Inbound number with multiple answer points (X2 or more) and any Complex Origin Based Routing features including; Selected Caller Routing; State Based Routing, MOLI Routing, Charge District Routing, Standard Zone Unit Routing, Post Code Routing, Exchange Service Area Routing.

Note: Complex Call Plans may also include attributes and features associated with Simple Call Plans.

Complex Modification means any modification requiring modification of origin based routing features and/or change of CVR Features.

Interrupted Fault means a fault that renders a Service completely non-operational.

Installation Delay means where Cytrack’s appointed Carrier delivers the Service after the expiry of the relevant Installation Lead Time Target.

Mean Time To Repair means the mean time required by us to restore the Service. The mean is taken over one calendar month.

Monthly Recurring Charges means Charges applied on a monthly recurring basis for the Service. Non-Interrupted Fault means a fault where the affected Service is degraded but still operational. Outage means when the Service is Unavailable.

Order Acceptance Notification means the notification sent to You by Cytrack’s appointed Carrier that indicates Cytrack’s appointed Carrier’s acceptance of Your Service Order Form.

Planned Outage means a period of time as reasonably determined by Cytrack’s appointed Carrier, that Cytrack’s appointed Carrier may interrupt supply of the Service to the Customer for routine maintenance, upgrading or other similar activities, after giving the Customer reasonable prior notice.

Service Restoration means the elapsed time during Standard Service Hours:

  1. between the Customer reporting the fault via the Premium Service Centre and the restoration of the Service; or
  2. between Cytrack’s appointed Carrier responding to an alarm on the Cytrack’s appointed Carrier Network or an Attachment Access and the restoration of the Service.

Service Restoration Targets means the periods of time outlined in clause 1.3(b) of this Annexure B.

Simple Call Plan means a call routing plan servicing an Inbound Service Number with Single or Multiple Answer Points and any Basic Routing Features including:

  1. Australia wide routing;
  2. Australia wide routing Mobile (non-location based);
  3. Call Splaying;
  4. Call Overflow;
  5. Time of Day;
  6. Day of Week; and
  7. Day of Year Routing.

Simple Modification means a basic Answer Point Change or any modification that does not require modification of origin based routing.

Standard Service Hours means those hours during which the Cytrack’s appointed Carrier Premium Service Centre (or equivalent Cytrack’s appointed Carrier department) is staffed and infrastructure monitoring systems are operational and alarm surveillance occurs.

Third-Party Service Provider means a carrier (as defined in the Act), Carriage Service Provider or an equipment supplier, other than Cytrack’s appointed Carrier.

Unavailable means where there is a loss of signal in respect of the Service, rendering the Service completely unavailable for use or where the Service is degraded to such an extent as to be unusable by You.

The Service Level has the following components:

  1. Service Attribute related to the level of service that We provide; and
  2. Service Rebates that apply when specific service attributes do not perform in accordance with the corresponding Service Level Commitment.
  1. Service Attributes

    The Service Attributes define the level of service that We are committed to delivering to You.

    Service Attribute Attribute Definition Service Level Commitment
    1. Service Reception Carrier available to answering a telephone call from Cytrack and logging information relevant to a fault or other details relevant to the service required. Fault Reporting

    Call Reception is available 24 hours a day, 7 days a week, 52 weeks a year
    Daily average – 80% of calls will be answered within 20 seconds

    Billing and Provisioning Enquiries
    Service Reception is available from 0800 to 1800 AEST, Monday to Friday.
    Daily average – 80% of calls will be answered within 20 seconds.

    2. Standard Service Hours Those hours during which the Cytrack’s appointed Carrier Wholesale Service Centre (WSC) is staffed and infrastructure monitoring systems are operational and alarm surveillance occurs. 24 hours a day, 7 days a week, 52 weeks a year.
    3. Fault Classification All faults are classified by severity as follows:
    Interrupted Faults

    Service is completely non- operational.

    Non-Interrupted Faults

    Service is degraded but still operational.

    		The severity of faults are classified by the Cytrack’s appointed Carrier WSC and advised to You at the time of logging the fault.
    4. Response Time The elapsed time, during Standard Service Hours, between You reporting a fault to Cytrack’s appointed Carrier or Cytrack’s appointed Carrier responding to an alarm, and Cytrack’s appointed Carrier providing the following details to You:

    • fault classification
    • initial diagnosis; and
    • an estimated time to restore (if known).
    		 Interrupted Faults: 0 to 60 minutes

    Non-Interrupted Faults: 4 hours

    5. Progress Updates Updates on the status of faults. Interrupted Faults: Hourly

    Non-Interrupted Faults: On a significant event basis, or as
    otherwise agreed.

    6. 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, Cytrack’s appointed Carrier will endeavour to
    provide at least 24 hours notice.

    7. Service Provisioning Refer to provisioning targets in clause 1.1 of this Annexure B.
    8. Service Assurance Refer to assurance targets in clause 1.3 of this Annexure B.

    Table 1 — Service Attributes

    1. Installation Targets
      1. The Installation Lead Time Targets for the Service are outlined in Table 2 below and the Installation Lead Time Target for Reach Call Plan Manager is outlined in Table 3 below.
      2. Cytrack’s appointed Carrier will use its best endeavours to adhere to the Installation Lead Times Targets.
      3. The Installation Lead Time Targets commence from the date of the Order Acceptance Notification.
      4. You acknowledge that in some cases Cytrack’s appointed Carrier will not be able to deliver the ordered Service or Reach Call Plan Manager by the advised Installation Lead Time Target, due to limitations imposed on Cytrack’s appointed Carrier by Third Party Service Providers.
      Service Type Installation Lead Time Target (No Porting
      required for the Service)
      		 Installation Lead Time Target (Porting required
      for the Service)
      Simple Call Plan
      (13/1300/1800/Presence)      		 5 Business Days 5 Business Days
      Complex Call Plan
      (13/1300/1800/Presence)      		 10 Business Days 10 Business Days
      Simple or Complex with Customised Voice Response (CVR)
      (13/1300/1800/Presence)      		 15 Business Days 15 Business Days
      International Toll Free Service (ITFS) N/A N/A

      Table 2 — Installation Lead Time Targets for Services

      Note: No commitment can be given with regard to service installation times for Cytrack’s appointed Carrier International Toll Free Services (ITFS) as the origination of this Service is with an overseas carrier.

      Access Time
      Reach Call Plan Manager Establishment 5 Business Days

      Table 3 — Installation Lead Time Targets for RCPM

    2. Modification Targets
      1. The Modification Targets are outlined in Table 4 below. These Targets only apply where You request Cytrack to conduct a Service modification on Your behalf.
      2. Cytrack’s appointed Carrier will use its best endeavours to adhere to the Modification Targets.
      3. The Modification Targets commence from the date of the Order Acceptance Notification.
      4. Failure to achieve the Modification Targets does not entitle You to a rebate.
      Modification Type Modification Target
      Simple Modification 5 Business Days
      Complex Modification 10 Business Days
      Emergency Amendment (ie any Modification requiring implementation outside the standard Modification Target) During Business Hours: 2 hours

      After Business Hours: 4 hours

      Table 4 — Modification Targets

    3. Assurance Targets
      1. Availability Targets
        1. The Availability Targets are outlined in Table 5 below.
        2. Cytrack’s appointed Carrier will use its best endeavours to adhere to the Availability Targets.
        3. Failure to achieve the Availability Target does not entitle You to a rebate.
          Parameter Availability Target
          Availability 99.95%

          Table 5 — Availability Target

          Availability is calculated per calendar month as the total Standard Service Hours for the relevant month less any Unplanned Outages during the relevant month divided by the total Standard Service Hours for the relevant month expressed as a percentage.

      2. Service Restoration Targets
        1. The Service Restoration Target is outlined in Table 6 below.
        2. Cytrack’s appointed Carrier will use its best endeavours to adhere to the Service Restoration Target.
          Parameter Service Restoration Target
          Mean Time To Repair 2 Hours

          Table 6 — Availability Target

        3. Service Restoration Targets are the elapsed time, during Standard Service Hours, between You reporting a fault to Cytrack’s appointed Carrier or Cytrack’s appointed Carrier responding to an alarm, and confirmation to You that the Service has been restored.
  2. Service Rebates
    1. Service Rebates
      1. Installation Rebates

        Subject to the rebate conditions and exemptions listed in clauses 2.2 and 2.3 of this Annexure B and in the event of an Installation Delay, You will be entitled to claim a rebate in accordance with the rates set out below.

        Installation Time Frames Installation Delay Recurring Charge Rebate
        Installation Lead Time Targets as defined above or as otherwise agreed with You in writing. Up to 5 Business Days 1 month’s Recurring Charge
        As above 6 to 10 Business Days 2 month’s Recurring Charge
        As above 11 to 20 Business Days 3 month’s Recurring Charge
        As above > 20 Business Days 4 month’s Recurring Charge

        Table 7 — Installation Rebates

        The rebates are calculated based on the Monthly Recurring Charge payable in respect of the affected Service only. The Rebates payable are calculated on the basis of the Monthly Recurring Charge(s) payable, in respect of the affected Service only.

      2. Service Restoration Rebates

        Subject to the rebate conditions and exemptions listed in paragraphs 2.2 and 2.3 of this Annexure B and in the event of Cytrack’s appointed Carrier failing to meet the Service Restoration Targets for an Interrupted Fault, You will be entitled to claim a rebate in accordance with the rates set out below.

        Accumulated Outage on a Service
        (in a calendar month)        		 Service Restoration Rebate (% of previous month’s Recurring Charge(s))
        > 2 ≤ 4 hours 10% of the total monthly Charges for the eligible Inbound Service
        > 4 ≤ 6 hours 15% of the total monthly Charges for the eligible Inbound Service
        > 6 ≤ 12 hours 25% of the total monthly Charges for the eligible Inbound Service
        > 12 hours 30% of the total monthly Charges for the eligible Inbound Service

        Table 8 — Service Restoration Rebates

        Where faults are classified as follows:

        1. Interrupted Faults: Service is non-operational.
        2. Non-Interrupted: Service is degraded but still operational.

        The Service Restoration Rebates are calculated on the basis of the total monthly recurring Charges applicable to the month in which the Interrupted Fault(s) occurs.

        Example — an Interrupted Fault occurs, which results in an Cytrack’s appointed Carrier Inbound Voice Service being non-operational for 6 hours. The restoration service target for this Service is 2 hours. Restoration takes 2 hours longer than targeted.

        As such You will be entitled to claim a rebate for 10% of the total monthly Charges for the eligible Service.

    2. Rebate Conditions
      1. The following conditions apply to Installation Rebates:
        1. In the case where Cytrack’s appointed Carrier agrees to a customer request for an installation date (the Customer Required Date) that is later than the date of the installation lead-time target, the Installation Delay is measured from the Customer Required Date.
      2. The following general conditions apply to Rebates:
        1. Rebates apply from the first full calendar month that the eligible Service is operational;
        2. Where the rebate is available, the rebate is the only remedy in the event of any failure to meet the defined target (where the rebate is not available, no remedy is available);
        3. You must apply for the rebate by contacting the Premium Service Centre and following the prescribed process for obtaining rebates within 30 calendar days of the end of the month to which the rebate applies;
        4. The rebate is only to be applied by way of a credit, and cannot be redeemed for cash;
        5. The maximum rebate available for each eligible Service in any month will not exceed 100% of the total monthly Charges for that eligible Service; and
        6. Rebates will not apply where one or more of the Rebate Exemptions (outlined below) apply.
    3. Rebate Exemptions
      1. You will not be entitled to an Installation Rebate where one or more of the following applies:
        1. the delay was directly or indirectly caused by You; or
        2. the delay was directly or indirectly caused by a Force Majeure Event; or
        3. You request that the Service Start Date is at a date later than the Installation Lead Times; or
        4. You have not paid Installation charges.
      2. You will not be entitled to a Service Restoration Rebate where one or more of the following applies:
        1. the Interrupted Fault is directly or indirectly caused by a Planned Outage;
        2. disruption or delay in restoring the Service is caused or contributed to by You;
        3. You have failed to pay Charges to Cytrack’s appointed Carrier when due and payable;
        4. the Interrupted Fault was directly or indirectly caused by a power interruption at Your Site;
        5. the Interrupted Fault is directly or indirectly caused by a Third Party Service Provider or as a result of a fault on a Third Party Service Provider’s network; or
        6. the Interrupted Fault is directly or indirectly caused by a Force Majeure Event.