Voice Carriage Services

Service Schedule for Australian Services

Direct In Dial number ranges
Toll-Free Number Hosting
International Toll-Free Service (ITFS) Number Hosting
Local Number Porting (LNP) Service
Calling Line Identification (CLI) — Presentation and Restriction
Extension Level Billing
Main Billing Number
Local Number Portability
New Number Ranges
Number Range Reservation
White Pages Directory Listing
Call Redirection and Disaster Recovery Call Redirection
Call Overflow/Failover to PRI Trunks

Direct-In-Dial (DID Number Hosting)

Description of service

DID Hosting in:

Australia (in country carrier/provider)
New Zealand (in country carrier/provider)

These services will be delivered via SIP to Customer.

Number Hosting can originate calls (‘call termination’) on the Customer’s behalf.

This requires the use of service numbers that can either be leased to Customer by Cytrack or numbers provided by the Customer and ported to Cytrack’s appointed carrier from another carrier.

With call termination, Cytrack’s appointed carrier, on Customer’s behalf, hosts the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed to Cytrack’s appointed carrier for termination as directed by Customer.

Call Termination Services

Description of service

Call Termination Services (CTS) in:

Australia (in country carrier/provider)
New Zealand (in country carrier/provider)
Other countries as requested and available, pricing is based on monthly A-Z Rate Card

These services will be delivered via SIP to Customer.

CTS allows calls originated within the Customer network to be terminated by Cytrack’s appointed carrier, either within Australia or internationally, on either fixed or mobile networks. With CTS, the Customer originates the call from the calling party (‘A’ party) and the Customer requests Cytrack’s appointed carrier to terminate the call to the called party (‘B’ party).

Local Number Porting (LNP) Service

Description of service

The Service provides local porting from PSTN, ISDN and VoIP Services to the Cytrack’s appointed carrier Infrastructure in Australia as ordered from time to time by Customer.

The Service is provided in respect of local numbers.

The Service is available in respect of simple and complex ports, classified as follows:

Australia

Simple or ‘CAT A’ Ports. These are single number ports.
Complex or ‘CAT C’ Ports. Typically these involve 2 or more numbers, number blocks, and numbers with complex services attached to them (e.g. ISDN, Fax Duet).

In Australia, LNP is only available between a losing carrier and gaining carrier where there is a bilateral agreement between them. Cytrack’s appointed carrier or its Affiliate has bilateral agreements in place to support local number porting from all major carriers. Cytrack’s appointed carrier can provide the Service with 100% geographic coverage throughout Australia.

New Zealand

Simple Ports – These are ports of between 1 – 50 numbers.
Complex Ports – These are ports of 50 or more numbers.

In New Zealand, local and mobile number portability is managed via a centralised Industry Portability Management System (IPMS) regulated by a determination under the TCA and the LMNP Terms. LMNP is only available for access seekers and access providers who are parties to the LMNP Deed. Cytrack’s appointed carrier or its Affiliate is a party to the LMNP Deed.

Toll-Free Number Hosting

Toll Free Number Hosting and call termination in:

Australia — 13,1300,1800 (in country carrier/provider)
New Zealand — 0800 (in country carrier/provider)
Other countries as requested and as available, pricing on application.

These services can be delivered via SIP to Customer or routed directly to the User, on behalf of Customer.

Number Hosting can terminate calls on the Customer’s behalf. This requires the use of service numbers that can either be leased from Cytrack or numbers provided by Customer and ported to Cytrack’s appointed carrier from another carrier.

1800 and 0800 Numbers

Are known as free-phone or free-call numbers and are ten-digits long. Callers from fixed domestic lines don’t pay however callers from mobiles may be charged by their service provider.

1300 Numbers

Are typically known as local rate or shared cost numbers and are ten-digits long. Callers typically pay what is known as a local or connection fee and calls from mobiles may differ.

International Toll Free Service (ITFS) Number Hosting

International Toll Free Number Hosting and call termination in:

Australia;
New Zealand; and
Other countries as requested and as available, pricing on application.

ITFS is based on Cytrack’s appointed carrier and its Affiliates bilateral ITFS agreements with major carriers around the globe. With ITFS, Users located in one country can receive toll free calls that are terminated in another country. The numbers vary country by country. The service is available in the countries specified in Cytrack’s rate card for this service.

Number Hosting can terminate calls on the Customer’s behalf. This requires the use of service numbers that can either be leased from Cytrack or numbers ported to Cytrack’s appointed carrier from another carrier.

With Call Origination, Cytrack’s appointed carrier or its Affiliate, on Customer’s behalf, hosts the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed by Cytrack’s appointed carrier to the Customer for termination.

Additional Terms and Conditions

Caller Line Identification (CLI)

The Customer must provide the CLI of the A-party to Cytrack’s appointed carrier on all calls. The Customer acknowledges and agrees that:

if the User does not bar CLI in respect to calls transiting by the Service, when a call is made using the Service, the relevant telephone number may be sent automatically to the equipment of the called party;
if a party calling a Cytrack hosted number has not barred their CLI from calls made from their equipment, the telephone number of the calling party may be displayed on the screen of the handset which receives the call, if the handset is technically capable of displaying CLI; and
where a party calling a Cytrack hosted number has chosen to bar CLI then, if the Customer requests, Cytrack’s appointed carrier will pass the CLI of the calling party to the Customer via the Service, and the Customer must comply with its obligations under the Act to bar the CLI prior to terminating the call to the User.

The Customer agrees to indemnify Cytrack for any and all loss, cost, damage, expense or liability that arises from failure by the Customer to comply with the requirements of this clause.

Call Attempts per Second (CAPS)

This Service is not suited for high Call Attempts per Second (CAPS) applications where there is a requirement for large volume of calls and channels.

To assist Cytrack to provision and supply the Service with adequate backend capacity, You must notify Cytrack if You are likely to have unusually high volume inbound call requirements particularly in areas outside the capital cities.

If, in Cytrack’s reasonable opinion, You are using or attempting to use the Service for a high CAPS application or other high trunk utilisation applications, Cytrack may request You to execute a Service Schedule for a more suitable service on different commercial terms, and if You fail to execute it within 10 business days of receiving Cytrack’s request, Cytrack may, without liability, cancel the Service.

Cancelling or porting DID numbers from a contiguous number block – Customer Obligations and Acknowledgments

Where Customer cancels or ports out a DID number from a contiguous number block Customer acknowledges and agrees that:

the remaining numbers in the impacted contiguous number block will be re-provisioned to Customer as single DID numbers;
services to all numbers in the impacted contiguous number block will be interrupted and/or delayed during the period of time it takes to re-provision the remaining numbers to Customer. Cytrack will try, but is not obliged, to notify Customer when the service interruption or delay commences and ends;
it is Customer’s sole responsibility to notify Users of service interruptions or delays arising from or in relation to the cancellation or porting of numbers from a contiguous number block; and
Cytrack is not responsible for any loss, cost, damage or expense arising directly or indirectly in relation to any delay or interruption of services caused by the cancellation or porting of DIDs from a contiguous number block.

Invoicing

Invoices will be provided on a monthly basis, with a calendar month billing cycle. Recurring charges will be invoiced in advance. Usage Charges will be invoiced in arrears. Other charges such as one off items or porting will be charged on submission.

Variation

Cytrack may vary charges at any time by giving the Customer twenty (20) working days’ notice before the rate change takes effect except in the case of international A-Z rates where Cytrack may vary the charges by giving five (5) days’ notice. Such notices will be sent via email to the Customer’s nominated address.

International Call Risk

Cytrack’s appointed carrier may choose (but is not obliged) to block calls to certain international destinations for the purpose of minimising the risk of fraud. At Customer’s request, Cytrack’s appointed carrier may (but is not obliged) to agree to unblock calls to those destinations. Cytrack’s appointed carrier agreement may be conditional on Customer signing a further written agreement confirming Customer’s acceptance of the higher risk of fraud and all loss, cost, damage and expense in connection with calls made to those destinations and other terms as Cytrack may determine.

For clarity, whether or not Cytrack’s appointed carrier blocks or fails to block, or at the Customer’s request unblocks, calls to certain international destinations, and/or requires Customer to sign a further agreement accepting higher risk, the Customer is responsible for all Charges whether or not the Customer has collected payment from Users and whether or not arising from unauthorised or fraudulent usage.

Acknowledgments

You acknowledge that Cytrack’s appointed carrier Network and each Access are not necessarily secure and You transmit material on Cytrack’s appointed carrier Network via an Access at Your own risk.
You acknowledge that Cytrack or Cytrack’s appointed carrier does not and cannot in any way supervise, edit or control the nature, content and form of any material available to be accessed through use of the Services and that Cytrack and Cytrack’s appointed carrier are not responsible in any way for the nature, content and form of that material, access to that material or use of that material.
You acknowledge that Cytrack and Cytrack’s appointed carrier will not be responsible for ensuring that any material sent or received by means of the Services is sent or received correctly.
You acknowledge that, to the extent permitted by law, Cytrack and Cytrack’s appointed carrier make no representations or warranties as to the effectiveness or fitness for purpose of the Cytrack’s appointed carrier Network’s security, the security of any Access, or Your network security. You shall make no claim against Cytrack and Cytrack’s appointed carrier concerning the Cytrack’s appointed carrier Network’s security, the security of any Access, or Your network security.

Porting — Customer Responsibilities and Indemnity

The Customer must:

for each port it requests, provide to Cytrack complete and accurate information as required by Law or as requested by Cytrack, which matches the data for that number held by the losing carrier;
ensure that the service associated with the number to be ported will not be deactivated during the porting process;
provide permission to port the telephone number including a PAF and other written consent or documentation as required by Law, before ordering the number port from Cytrack;
provide to Cytrack on request a copy of the PAF and other written consent or documentation as may be required;
provide Cytrack with information, assistance and cooperation as may be reasonably required for the Service; and
where Customer wishes to port numbers from Cytrack’s appointed carrier, make arrangements directly with the gaining carrier and We may in addition require the following authorisations and acknowledgements:

You authorise Us to advise your Current Supplier that the Service is to be provided by Us in place of your Current Supplier’s service (“Transferred Service”) and to sign on your behalf and in your name, forms of authority to your Current Supplier to transfer the provision of the Transferred Service to Us.
If We request, you will give written instructions to your Current Supplier to transfer the Transferred Service to Us.
You will immediately pay to your Current Supplier all amounts owing for the Transferred Service including alteration of charges which your Current Supplier may demand up to the time of transfer of those accounts.
Within 7 days of Our request you will provide Us with a written list of all amounts which you presently owe to your Current Supplier for the Transferred Service and include details of any amounts which are in dispute between You and Your Current Supplier in relation to the Transferred Service.
You authorise Us to, at Our discretion, resolve all disputes between You and Your Current Supplier about charges owed by You to Your Current Supplier. You will settle all disputes with Your Current Supplier in accordance with such resolution and, at Our discretion, authorise Us to immediately pay your Current Supplier on Your behalf.
If We pay or credit any amount to Your Current Supplier on the Your behalf, then, You will indemnify and reimburse Us for that amount.
If Your Current Supplier credits Us with any amount concerning the Transferred Service, We will credit that amount to You.
If You apply to port geographic service numbers from the Transferred Service to the Service (a process commonly referred to as Local Number Portability), Cytrack does not warrant or guarantee the feasibility or success of such a port or that numbers successfully ported to Cytrack’s appointed carrier are capable of being ported to any Third Party Service Provider.
Cytrack undertakes to use reasonable endeavours and proper skill and care to port numbers to and from a Third Party Service Provider.
You agree to indemnify Us for any loss or damage suffered by Us as a result of You failing to obtain the authorities or acknowledgements listed in this clause.

Transferring the Service From Cytrack’s appointed carrier to a Third Party Service Provider:

If You request Us to transfer the Service to a Third Party Service Provider:

Without limitation to any other Cancellation Charge payable by You (if applicable), You remain liable to Us for the amount payable for the Service up to the time when We transfer those accounts to that Third Party Service Provider. Cytrack’s provision of the Service to You will cease when We transfer those accounts to the Third Party Service Provider;
We will bill You for the Services within the following billing period or as soon as those charges become apparent to Us;
We will credit You with any amount credited to Us by the Third Party Service Provider for the Service up to the date of transfer of those accounts to any Third Party Service Provider.
The Customer must pay to Cytrack on demand the amount of any loss, cost (including legal costs), damage, expense, Claim (including User claims and other third party claims) and any other liability, whether arising under contract, negligence or other tort, statute or otherwise, suffered or incurred by Cytrack, its Affiliates and contractors in connection with:
- any User or third party claim arising directly or indirectly from a failure by the Customer to comply with its obligations related to porting;
- loss of any pre-existing value added services associated with the number to be ported (e.g. broadband internet), arising from or in connection with porting, attempted porting, port reversal or emergency return;
- interruption to services or features associated with the number to be ported arising from or in connection with porting, attempted porting, port reversal or port return; and
- any charges invoiced by the losing carrier in respect of the port or the number to be ported including any service termination charges.

Use of Numbers

You must use the numbers We supply to You solely for the purposes of terminating and originating calls over the Service. Numbers supplied by Us cannot be used as the originating caller line identification (“CLI”) on calls which do not traverse the Cytrack and our carriers Network.

Service Levels

The Service Level Targets for the Services are set out in Annexure B. Failure to achieve the Service Level Targets does not automatically entitle You to a rebate.

Fair Use Policy

The Cytrack Fair Use Policy is available from this link

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:

Attachment Access or Attachment Circuit and Access means a connection between a Customer and Our Network.

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

Metro means a location that is within the nearer of:

the local calling area; or
50 kilometres of the GPO,

of Melbourne, Sydney, Brisbane, Adelaide, Perth or Canberra.

Non-Interrupted Fault means a fault where the affected Service is degraded but still operational.

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.

Regional means a location that is neither Metro nor Rural.

Rural means a location that is greater than 250 kilometres from a town with a population of 10,000 or more people, as defined by the Australian Bureau of Statistics.

Service Restoration means the elapsed time during Standard Service Hours:

between the Customer reporting the fault via the Wholesale Service Centre and the restoration of the Service; or
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 1.2(b)(ii) of Annexure B.

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

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 Interrupted Faults Service is completely non-operational. Non-Interrupted Faults Services is degraded but still operational.	The severity of faults are classified by the Cytrack’s appointed Carrier WSC and advised to Cytrack at the time of logging the fault.
4. Cytrack’s appointed Carrier Response Time	The elapsed time, during Standard Service Hours, between Cytrack reporting a fault to Cytrack’s appointed Carrier or Cytrack’s appointed Carrier responding to an alarm, and Cytrack’s appointed Carrier providing Cytrack the following details: fault classification initial diagnosis; and an estimated time to restore (if known)	Interrupted Faults: 0 to 60 minutes Non-Interrupted Faults: 4 hours
4. Cytrack’s appointed Carrier Response Time	The elapsed time, during Standard Service Hours, between Cytrack reporting a fault to Cytrack’s appointed Carrier or Cytrack’s appointed Carrier responding to an alarm, and Cytrack’s appointed Carrier providing Cytrack the following details: 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 Assurance		Refer to assurance targets in clause 1.2 of this Annexure B.

Assurance Targets

Availability Targets

The Availability Targets are outlined in Table 3 below.

Cytrack’s appointed Carrier will use its best endeavours to adhere to the Availability Targets.
Failure to achieve the Availability Targets does not entitle You to a rebate.

SIP Trunk

Availability 99.95%

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.

Service Restoration Targets

The Service Restoration Targets are outlined in Table 4 below.
Cytrack’s appointed Carrier will use its best endeavours to adhere to the Service Restoration Targets.

	Cytrack’s appointed Carrier Infrastructure	Third Party Infrastructure	Over Internet
Interrupted Faults
Metro Note 1	4hrs	8hrs	4hrs
Regional Note 2	Next Business Day	Next Business Day	4hrs
Rural Note 3	N/A	Third Business Day	4hrs
Non-Interrupted Faults
Metro and Regional	Second Business Day	Fourth Business Day	Second Business Day

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

Notes:

A metropolitan area is defined as the local calling area of Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra or within 50km of the GPO of each of Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra whichever is the nearer.
A rural area is defined as a site that is greater than 250 kms from a town with a population of 10000 or more people, as defined by the Australian Bureau of Statistics.
All other areas are classified as regional.

Definitions

ACMA means Australian Communications and Media Authority.
Act means Telecommunications Act 1997 (Cth).
Access means the physical connection provided as part of the Service which allows delivery of the Service. In respect of an Access Site, this means the Cytrack’s appointed Carrier Wholesale Ethernet connection between the Service Demarcation Point at that Access Site and the Cytrack’s appointed Carrier Cytrack Network, as described in Access above.
Access Site means each physical site where the Service is delivered to You or an End User, as described in Access above (a).
ACMA means the Australian Communications and Media Authority.
Act means the Telecommunications Act 1997 (Cth)
Business Days means a day on which banks (as defined in the Banking Act 1959 (Cth)) are open for general banking business in New South Wales, excluding Saturdays and Sundays.
Call Redirection means a feature of the Service that enables You or Your End Users to redirect calls incoming to the Service to an alternate phone number during times of Planned or Unplanned Outage.
Charging Zone refers to, as per the National Numbering Plan, the geographic areas in which geographic numbers are available for use and assists in determining how specific calls originating within the Charging Zone are classified, e.g. local, national etc.
CLI means Calling Line Identification.
Complex Port means a port carried out via Complex / Category C Process which requires project management typically used to port complex telephone services (including ISDN and Fax Duet).
Co-location Ethernet Site means an Access location that contains a multi-service edge device.
CPE means Customer Premises Equipment.
Customer Ethernet Site means an Access location that does not contain a multi-service edge device.
Direct In Dial means a standard feature of the Service that enables callers to dial direct in to extensions within the customer organisation. Use of Direct In Dial requires a range of contiguous numbers to be assigned to the Service. The Direct In Dial feature can support either Your existing number range ported-in (“LNP”) from their previous carrier to the Service, or a new Cytrack number range. The availability of this feature is dependent on the CPE supporting the feature.
Disaster Recovery Call Redirection means a feature of the Service which allows a Customer to identify those services which are critical to their business, which need to be redirected in the event of an emergency. The Customer is able to pre-define where calls are to be redirected and so it is possible to pre-engineer a redirection call plan, which may be activated rapidly within minutes of an authorised representative of You instructing Cytrack.
Ethernet Multi-Service Access means the Ethernet Multi-Service Access interface type described in Access above.
Ethernet Single-Service Access means the Ethernet Single-Service Access interface type described in Access above.
Ethernet Trunk means the Ethernet Trunk interface type described in Access above.
means the European Telecommunications Standards Institute.
Extension Level Billing means an optional value-add feature of the Service for customers with in-dial that provides details of call charges for each extension.
gaining carrier means the Cytrack’s appointed Carrier or CSP to which a telephone number has been or is to be ported.
Gbps means Gigabits per second.
Individual Service means a particular instance of a Service ordered under this Service Schedule.
Installation Charge means a one-off Charge for labour, equipment, and associated cabling for initial installation of the Services.
Installation Delay means where Cytrack delivers the Service after the expiry of the relevant Installation Lead Time.
IP means Internet Protocol.
IP PBX means an IP enabled private branch exchange
ISDN means Integrated Services Digital Network.
Kbps means Kilobits per second.
Law means the Act, LNP Code, IPND Code, the Telecommunications (Emergency Call Service) Determination 2009 and any applicable regulation, determination and industry codes.
Local Number Portability (LNP) means the process by which Customer transfers geographic phone numbers from one carrier to another.
Main Billing Number means, in the case of billing under a single number, a particular number nominated by the Customer from the in-dial range that the Cytrack’s appointed Carrier switch is to use in all call charge records. The single number nominated is usually Customer’s listed directory number. Billing under a Main Billing Number represents an optional alternative to Extension Level Billing.
Mbps means Megabits per second.
Monthly Recurring Charges means Charges applied on a monthly recurring basis for the Service.
National Numbering Plan means the number plan developed by the ACMA pursuant to the Act which requires the ACMA to make a plan for:

the numbering of carriage services in Australia; and
the use of numbers in connection with the supply of such services.

NTU means Network Termination Unit.
NTU Specifications Document means the document known as “PMR 09 002 Cytrack Wholesale and Business – Access – NTU Specifications” and available upon request by Customer.
PBX means a private branch exchange.
Planned Outage means a period of time as reasonably determined by our Cytrack’s appointed Carrier, that Cytrack’s appointed Carrier may interrupt supply of the Services to Customer for routine maintenance, upgrading or other similar activities, after giving Customer reasonable prior notice.
Porting Authority Form means an authorisation from a Customer to port the Customer’s service number(s) from the Current Supplier’s network to the Cytrack Network in such form as provided by Cytrack or that Cytrack otherwise agrees to accept.
PRI means Primary Rate Interface
PRI Trunk means a Primary Rate Access (“PRA”) digital link designed to connect to our Gateway Controllers or other suitable CPE that can be used to originate and terminate calls. Each PRA connection provides up to 30 trunk lines capable of supporting switched voice or switched data calls, encoded into a single 2 Mbps (E1) digital stream. They are provisioned to conform to the ETSI ISDN Primary Rate Access standards.
Service Commencement Date means the earlier of:

the date on which Cytrack first notifies Customer that the Service is ready for use; and
the date on which Customer first uses the Service.

SIP means Session Initiation Protocol. Your CPE should be configured so that UDP (User Datagram Protocol) Port 5060 is used for SIP signalling.
SIP Gateway Device means a device located at an Access Site that enables SIP connectivity.
Third Party Service Provider means a carrier (as defined in the Act), carriage service provider (as defined in the Act) or an equipment supplier..
Unconditioned Local Loop Service or ULLS has the same meaning as that contained in the register of declared services maintained by the ACCC pursuant to section 152AQ of the Competition and Consumer Act 2010 (Cth).
Unplanned Outage means any interruption to the Service other than a Planned Outage.
Usage Based Charges means charges calculated based on the type of call and duration, and may consist of one or more of the following components:

Call connection fee — one off per call connection.
Call rate — the call rate is charged on a per second basis determined by the type of call; local, long distance inter-capital, long distance other, fixed to mobile or international rates per destination.
Virtual Local Area Networks or VLANs means a method of creating independent logical networks within a physical network.