Service Schedule On-Net-Fibre & NBN |Voipsol

1. The Service

1.1. This Service Schedule ("Schedule") governs the provision of On-Net Fibre and NBN Access Network services (the "Service") between Voipsol Wholesale ("Provider") and the Customer at the Customer's premises, within Australia. The Service includes IP transit, which is provided to each service and shall be rated on an individual basis.
1.2. The Service shall consist of the following two primary components:
- i. Tail Circuits: These are connections established between the Customer's premises and the Voipsol network.
- ii. IP Transit: This component provides End-Users with access to the Internet via the Voipsol Network and its peers. IP Transit is optional and will be provided and rated on an individual service basis.
1.3. This Schedule shall be applicable to the initial Service Order and to any subsequent Service Orders for any components executed by both the Customer and the Provider.

2. Parties

This Schedule applies between Voipsol (“Voipsol”) and the Customer identified in the Service Order (“Customer”).

3. Prerequisites to the Supply of the Service

3.1. The Customer acknowledges that the provision of the Service is contingent upon the Customer’s acceptance of and agreement to both Voipsol’s Master Services Agreement and this Service Schedule.
3.2. The Customer is required to maintain a suitable business-grade router for any On-Net Fibre or NBN service. While Voipsol may supply such a router upon request, the cost of the router is not included in the monthly service subscription fee.
3.3. The Customer shall bear responsibility for the installation of any necessary data cabling within its premises, including but not limited to the cabling from the Telstra cabling handoff point to the designated location of the Customer Premises Equipment (CPE) and any other related equipment.
3.4. For On-Net Fibre or NBN services, the Customer must designate a contact person at each installation location. The Customer shall ensure that the contact person is informed of the impending installation and provides clear instructions to the installer regarding the precise location for the service installation, subject to technical feasibility. In the event that the installation requires relocation due to incorrect instructions from the Customer’s contact or a site revisit is necessary due to the installer being turned away from the site, Voipsol reserves the right to charge the Customer applicable call-out and re-booking fees, as specified in the Service Order. The Customer agrees to use best efforts to facilitate the provision of the Service, including notifying and obtaining necessary permissions or cooperation from any relevant third parties, such as landlords, lessors, or co-tenants, where applicable, for the installation or maintenance of Voipsol’s Equipment. The Customer shall obtain and maintain any required authorizations, permissions, licenses, waivers, or consents necessary for the provision of the Service.
3.5. Voipsol may, at its discretion, install its equipment at the service delivery point in order to provide the Service. The Customer shall ensure the availability of a suitable physical environment for the installation and operation of Voipsol’s network equipment, including but not limited to appropriate power supply and air conditioning, if required.
3.6.The Customer acknowledges and agrees that Voipsol retains ownership of all Network Equipment installed at the service delivery point. The Customer shall:
- i. Not remove or obscure any identification marks on such equipment;
- ii. Clearly identify the equipment as the property of Voipsol;
- iii. Comply with all reasonable instructions provided by Voipsol to protect its ownership of the equipment; and
- iv. Not take any action, or permit any action to be taken, that may affect Voipsol’s ownership of the equipment.
3.7. Where the Customer subscribes to a Monitoring Service, the Customer may be required to install additional equipment at its own expense. Voipsol shall not be responsible for the provision, installation, or maintenance of such additional equipment.
3.8. The Customer shall comply with the Acceptable Usage Policy as outlined in Section 14 of this Service Schedule.

4. Service Description – On-Net-Fibre, NBN – General

4.1. On-Net-Fibre and NBN services ("Services") provide network connectivity from the Customer's premises to Voipsol’s network and the public Internet.
4.2. Voipsol maintains connectivity to various third-party DSL and EFM access networks (collectively, "Suppliers"), offering multiple options for the delivery of DSL and EFM Tail Circuits. Layer 3 services will only be provided where available through Voipsol’s On-Net Network, which includes ADSL2+ and EFM services.
4.3. Voipsol shall provide the Customer with a list of exchanges serviced by Voipsol’s On-Net Fibre and NBN networks upon request.
4.4. Voipsol does not guarantee the continuous availability of On-Net Fibre and NBN services. Service Level Agreements pertaining to service availability are specified in Section 12 of this Schedule.
4.5. On-Net Fibre services are considered more reliable and subject to less service contention than NBN services.
4.6. Voipsol shall offer the Customer the ability to perform a Service Qualification check to assess service availability prior to placing an order for the Service.
4.7. Customer Premises Equipment (CPE) connected to On-Net Fibre and NBN services utilizes Point-to-Point Protocol (PPP) sessions to authenticate the End-User’s connection credentials with Voipsol’s network or the RADIUS equipment of Voipsol’s Suppliers.
4.8. NBN services are delivered via shared access networks, which may result in variable throughput speeds, latency, and latency variations due to the traffic of other End Users. Such variations are not guaranteed. In contrast, On-Net Fibre services are provided as 1:1 uncontended connections, resulting in more stable performance.
4.9. Each On-Net Fibre and NBN service includes IP Transit. The specific amount of included IP Transit traffic is outlined in the Service Order.
4.10. Voipsol shall assign an IP address to the equipment used by the Customer in connection with the NBN service. Unless the Customer purchases a static IP address, Voipsol may alter any IP address allocated to the Customer without prior notice. If the Customer purchases a static IP address and Voipsol intends to change any such IP address, Voipsol shall make reasonable efforts to provide the Customer with a minimum of three (3) weeks' notice prior to such change.

5. Provision of Service – On-Net Fibre, NBN

5.1. The Customer must submit an On-Net Fibre or NBN Service Order, including details of the End-User premises and any other required information for the chosen technology option.
5.2. Standard provisioning lead times for On-Net Fibre and NBN services range from 20 to 60 business days.
5.3. At the End-User premises, Voipsol will provide a standard interface for connecting CPE to the relevant access network, either On-Net Fibre or NBN.
5.4. On-Net Fibre and NBN services may not be available at all locations due to factors such as network topology, line distance, or incompatible services.
5.5. Existing fixed-line services must be migrated before NBN installation to avoid service disruption, such as porting a fixed-line number to VoIP.
5.6. Voipsol’s On-Net Fibre and NBN Access Network Services do not include cabling or equipment beyond the Network Boundary Point (NBP) at the End-User premises. The Customer must ensure cabling is available from the NBP to the CPE location.
5.7. The Customer is responsible for any additional work beyond the NBP, ensuring it is done by registered cablers in compliance with Australian standards. Voipsol is not liable for any loss arising from installation issues and the Customer indemnifies Voipsol for such losses.
5.8. The Customer may request a Service Qualification Check prior to submitting an order to confirm availability. Voipsol may reject an order if the service is unavailable or does not meet the requirements.
5.9. If the Service Order passes the Qualification Check, Voipsol will make reasonable efforts to deliver the service as specified in the Order.
5.10. If the End-User already has an On-Net Fibre or NBN service with another supplier, Voipsol may be able to migrate the service to its network without requiring a new connection.

6. Fees and Charges Structure – On-Net Fibre, NBN

6.1. Each component of the On-Net Fibre or NBN Access Network Service is subject to fixed pricing, either as a non-recurring charge ("NRC") or a recurring monthly charge ("MRC") payable in advance. The Customer agrees to pay all fees specified in the Service Order applicable to each On-Net Fibre or NBN service ordered. Minimum contract terms apply, and termination fees will be equal to the total charges for the remainder of the contract term.
6.2. Pricing for each Service Order is based on information provided by carriers for connections to the Customer’s premises. The Customer must provide 30 calendar days’ written notice for service cancellation.
6.3. In certain cases, pricing may vary due to the need for access to the Customer’s premises to deliver services or install cabling. In such cases, Voipsol will obtain prior approval from the Customer for any additional costs incurred.
6.4. If Voipsol’s equipment requires replacement or servicing due to the Customer’s improper use, wilful damage, interference by third parties, failure or fluctuation of the electrical power supply, external electromagnetic interference, or pest infestation, Voipsol will perform such replacement or servicing to maintain the service. The Customer will be charged for this replacement or service at Voipsol’s standard rates for labour and materials at the time.

7. Service Description – IP Transit (the ‘Internet’)

7.1. In addition to each individual On-Net Fibre or NBN service, Voipsol will aggregate all such services and provide IP Transit. Aggregation will occur at locations designated and maintained by Voipsol or its suppliers.
7.2. IP Transit will encompass both Domestic and International traffic, granting the End-User access to Voipsol’s upstream providers and peers.
7.3. Voipsol or its suppliers will aggregate all On-Net Fibre and NBN services based on a state-based topology. State Aggregation will occur in Sydney, Brisbane, Melbourne, Adelaide, Canberra, and Perth.
7.4. Voipsol is responsible for ensuring that sufficient IP Transit capacity is available to maintain an acceptable level of performance and to minimize contention for the Customer.

8. Term and Commencement

8.1. The On-Net Fibre or NBN service will be provided for the term specified in the Service Order.
8.2. Upon activation of the service, Voipsol will notify the Customer of Service Completion via email, confirming the Ready For Service ("RFS") event. The date of this email will constitute the RFS date.
8.3. The term of the service will commence on the RFS date, which is the first day the services are available for use by the Customer.
8.4. Voipsol will make reasonable efforts to meet target service delivery dates, but will not be liable for any costs incurred by the Customer due to delays in installation.

9. Payment

9.1. Each On-Net Fibre or NBN service is a fixed price service, charged monthly in advance. Additional usage, when applicable are charged in arrears to Customer account.
9.2. The Customer must pay all fees detailed in the Service Order.

10. Service Delivery

10.1. Voipsol shall use reasonable endeavours to deliver each On-Net Fibre or NBN service by the Customer Requested Date. However, Voipsol may rely on third parties for the provision of equipment, access, circuits, or cross-connects, and therefore will not be liable for any delays in service installation. Provisioning dates are indicative and subject to change. Voipsol will keep the Customer informed of the progress of service provisioning.
10.2. Neither Voipsol nor its suppliers (which may be referred to as carriers or suppliers) shall be liable to the Customer, under any circumstances (including negligence), for any delay in supplying, or failure to supply, the Service.

11. Fault Reporting

11.1. Prior to reporting a fault to Voipsol, the Customer must take all reasonable steps to confirm that the fault does not originate from any Customer equipment or fall within the Customer's administrative
11.2. Customers using Voipsol-supplied Customer Premises Equipment ("CPE") must ensure that the CPE is properly powered and cooled as required for its operation.
11.3. Once the Customer has confirmed that the fault pertains to the Service provided by Voipsol, the Customer must report the fault to Voipsol by email at info@voipsol.com.au
11.4. If Voipsol determines that the fault is due to the Customer's equipment, Voipsol reserves the right to charge the Customer a reasonable fee, not exceeding $500, for the time spent diagnosing the fault.

12. Service Level Agreement

Table 1. On-Net Fibre and NBN fault response times for faults reported during business hours:

Fault Level	Response to Fault lodged via email	Response to Fault Lodged via phone
P1 Fault (Service Down)	-	60 mins
P2 Fault (Service Significantly Impaired)	12 hours	6 Hours
P3 Fault (Minor Issue)	24 hours	24 Hours

13. Support Hours and Fault Resolution

13.1. The support coverage for On-Net Fibre and NBN services is available from 9:00 AM to 5:30 PM AET, Monday to Friday, excluding public holidays.
13.2. Voipsol and its Suppliers will use reasonable endeavours to investigate and resolve On-Net Layer 3 DSL faults and service issues within specified timeframes. Rectification may include a temporary restoration of service, with a permanent resolution to be completed at a later date.

Table 2. On-Net Fibre and NBN estimated resolution timeframes.

All Areas

By the end of next full Business Days

14. Scheduled Maintenance

14.1. Voipsol may need to perform maintenance on its network to ensure optimal performance and reliability of its services.
14.2. Voipsol shall provide advance notice to the Customer via email. Notices shall be sent to the email address associated with the Customer’s account or specified in the Service Order.
14.3. The maintenance notice will include details regarding the scheduled maintenance window, the potential impact on the service, and any expected downtime.

CATEGORY	NOTICE PERIOD	DURATION	PERIOD (AEST)
Consultative	As agreed by parties	As agreed by parties	As agreed by parties
Planned Major	5 Business days	>60 mins	8pm-6am or anytime Saturday
Planned Minor	2 Business days	< 60 mins	8pm-6am
Unplanned Minor	24 Hours	< 30 mins	8pm-6am

15. Acceptable Usage

15.1. The Customer warrants that they shall use all reasonable endeavours to prevent their End Users from, using or attempting to use any Service in any manner such as:
- i. To contravene any law or infringe upon the rights of another person;
- ii. In a manner that exposes Voipsol or its suppliers to liability;
- iii. To transmit, publish, or communicate material that is defamatory, offensive, abusive, indecent, menacing, or unwanted; and
- iv. In a manner that damages, interferes with, or disrupts the Service, Voipsol’s network, or a Supplier’s network.
15.2. The Customer acknowledges and agrees that:
- i. Neither Voipsol nor its Suppliers are obligated to monitor the use of any Service or individual On-Net Fibre or NBN Service; and
- ii. The Customer remains liable for all use of the Service, whether or not Voipsol chooses to suspend or configure an individual Service in response to any prohibited activities specified in this Service Schedule.
15.3. Voipsol reserves the right to request the Customer to cease, or to cause its End Users to cease, any action or inaction that Voipsol reasonably believes contravenes clauses 15.1 and 15.2. The Customer must comply with such a request as soon as reasonably practicable, and in any event within two (2) Business Days.
15.4. If the Customer fails to comply with a request under clause 15.3, Voipsol may, at its sole discretion and without liability, take any reasonable steps necessary to enforce compliance, including but not limited to suspending the relevant On-Net Fibre or NBN Service.

16. Service Termination

16.1. Termination by the Customer
- i. The Customer shall terminate an On-Net Fibre or NBN service by providing Voipsol with thirty (30) days’ prior written notice.
- ii. For Services with an agreed minimum term, if the termination occurs before the expiration of that term, the Customer shall be liable to pay the full remaining value of the agreed term.
16.2. Obligations Upon Termination
- i. Customer’s right to use the Services ceases immediately upon termination.
- ii. The Customer must immediately discontinue use of any Voipsol Equipment and, upon request, inform Voipsol of the specific location of such equipment.
- iii. The Customer must grant, or procure the granting of, access to Voipsol during normal business hours to retrieve Voipsol Equipment from the premises.
- iv. The Customer must not obstruct or hinder Voipsol in its efforts to recover the equipment and agrees to take all necessary steps to facilitate the recovery process.
- v. The Customer acknowledges that it will not assert any lien, right, or entitlement over Voipsol’s Equipment under any circumstances.

Service Schedule On-Net-Fibre & NBN