Critical Information Summary

Information About Our Services

ADSL, ADSL2+, Ethernet over Copper, NBN, Fibre, Direct Ethernet, Co-location and Microwave Services.

The Service

Our connectivity services offer fast speed internet access with a monthly included data allowance or with ‘unlimited data’.

With a monthly data allowance:
As our services are intended for business use, no shaping or reduction of speed will occur when you reach your predetermined data allowance. If you continue using the service, it will operate at the same speed and you will pay excess data charges. Our engineers will discuss possible options with you to ensure the most appropriate service is commissioned using the most suitable access method. Included data is identified in your service agreement and can be renegotiated at any month in your contract. If you go over the data limit in any month, you can increase the data limit in your contract from that month or simply pay for the excess data in that month. By default, we will email you warnings when you reach 50%, 80% and 100% of your included data allowance. We also try to call when you reach 100%. You can change these warning limits or remove them if you wish.

With an ‘unlimited data’ plan:
In some cases, we are able to provide ‘unlimited data services’ for your specific requirements. We will have designed the service speed, delivery, and pricing to suit the requirements that you have given to us.
If your plan is designed for “Office Use”, we anticipate that your data use would sit at less than a quarter of your total bandwidth measured at 95th percentile. This means that if your service was a 200/200 service, we would expect your 95th percentile to be at 50Mbps or less using 5 minute sampling. If your data use exceeds this, your service delivery may be rate limited to preserve the integrity of our network. We will communicate with you if this occurs.

See https://en.wikipedia.org/wiki/Burstable_billing for more detail on how this is calculated.
Other usage types are defined on a case by case basis.

Due to the nature of the Internet, we cannot guarantee continuity or level of service at any time but we always strive to provide the highest possible availability and bandwidth. Our services are designed to be business class services and, as such, have the highest availability we can provide. We constantly strive to improve the quality of our offering and may require to schedule outages for the upgrade or variation of our network. We will always endeavour to advise you in advance of any such outage.

Reconnection of a service cancelled by you is considered a new installation by us for purposes of billing and will incur additional charges.

Bundling

Our services are contracted individually. If we offer you a discount because of multiple services, it will be identified in your agreement and on your monthly invoice. Cancellation of any component will result in the loss of the bundling discount.

Mandatory Components

You will require a modem and/ or router for any of these services. Unless otherwise stated on your agreement, the monthly fee does not include the cost for or maintenance of a modem/router.

Minimum Term

The services are available with a minimum term of 12 months. Generally, longer terms reduce the installation cost for the service.

Important Conditions

Some services may not be available at your location and some services are built on demand. Please call us to find out what services we can offer at your location. All our services come with static IP addresses and you can request as many IP addresses as you can justify.

Information About Pricing

Minimum Monthly charge and Maximum monthly charge:

The maximum monthly charge depends on whether you have chosen to consume additional data via our excess charges. The agreement document clearly identifies the minimum cost estimate for the agreement based on using the data included in the plan.

Termination Charges

If you cancel your service prior to the end of your contract term you will incur early termination charges. These are calculated by multiplying the number of outstanding contract months times the minimum monthly contract charge.

Notice of cancellation of a service outside the contracted period, must be given one month in advance in order to give us lead time to finalise the connection. Any cancellation given for the current month will result in charges being due for the following month.

Conditions of quotation

All quotations are valid for 14 days unless otherwise specified and are subject to the availability of the service at the required location. Our initial checks using telephone numbers and/or full address verify that the exchange / wireless network is DSL / NBN capable or within our Fixed Wireless coverage area. Once a service is ordered, tests on the line or location will determine if that line or location is capable of actually delivering the service.

Unit Pricing Information

Each of our delivery methods and, in some cases, locations have individual prices for services and installation. Each service is quoted individually without requiring any commitment on your part.

Other Information

All internet services are provided subject to our Acceptable Use Policy. Breach of this policy may result in termination of your connection without further advice.

Usage Information

You can monitor your usage by calling us on 1300 626 765.

Enquires, feedback and complaints

We are committed to providing you with excellent service. Please contact us by calling 1300 626 765 or by sending an email to support@msi.net.au if you have any questions, would like to give feedback or complain.
If you are unhappy with a service, please call us and we will work with you to resolve any issue.
If you are unhappy with how we have treated you, please ask to speak with our Managing Director.

Telecommunications Industry Ombudsman

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
You can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint