CRITICAL INFORMATION SUMMARY

 

SERVICE AND PRICE INFORMATION

The Commander Enterprise Ethernet is an Unlimited symmetrical Internet service, it is direct fibre from the end user premises back to the nbn® network. Commander is responsible in supplying these services to our customers and we have no other affiliation or relationship with our wholesalers outside of our wholesale agreements. In the event of a power outage, your Commander Enterprise Ethernet services will not work unless you maintain a back-up battery.

 

PRICING

All Prices in this summary are GST Inclusive
1Due to nbn® equipment and network limitations actual speeds may not reach this bandwidth, the actual speed is capped at 952Mbps.

 

MINIMUM CONTRACT TERM

36 Month

Service Exit Costs apply if you cancel a service within a Minimum Contract Term. Service Exit Costs are calculated as $90 plus any charges passed through from nbn Co. that pertain to the Fibre build. You will also be charged the sum of any remaining hardware associated with the cancelled service.

 

OTHER INFORMATION

 

PLAN CHANGES

You can request to change your speed requirements at any time throughout your contract. Downgrade fee may apply.

 

USAGE INFORMATION

For information about current usage levels contact our friendly customer service team on 13 2777.

 

PAYMENT OPTIONS

Payment by Direct Debit from a bank account does not incur additional fees or charges. Additional charges apply for other payment methods. For details, see your invoice, our Schedule of Fees & Charges on our website commander.com.au/sofac, or contact us on 132 777.

 

HARDWARE

You will be required to manage and source a compatible router or firewall at your premises, it is your responsibility to configure and maintain this hardware. Commander will assist as best we can, but ultimately you are responsible for this hardware.

Please note that support is only available for Commander provided modems. It's your responsibility to ensure your BYO modem is compatible with the nbn® service you have selected, or you may not be able to achieve plan speeds. A 240-volt power supply is required.

 

nbn® Speed

The nbn speed tier refers to the wholesale speed tiers provided to us by NBN Co Ltd. These speed tiers have a theoretical maximum attainable speed by the NBN connection at the highest transmission rate of the nbn network made possible by the technology. For more information on NBN speed tiers is available at nbnco.com.au/business/product-and-technical-info rmation/enterprise-ethernet/speed.

The actual speeds that you experience can be slower than the theoretical due to a few factors within your business (Local-Area-Network (LAN)):

• Wi-Fi connection to your router rather than via an Ethernet LAN cable
• The number of simultaneous users accessing the local network and/or internet service at any one time
• Quality and condition of any internal data cabling
• Performance and configuration of your network equipment
• The use of Proxy software installed or VPN on your end device(s) or network equipment.

Class Of Service (CoS)

Commander supports Low CoS, this delivers traffic as Excess Information Rate (EIR) and as such is “best efforts” More information on the CoS can be found at nbnco.com.au/business/product-and-technical-information/enterprise-ethernet/speed.

 

Service Availability

Not available in all areas, subject to a service qualification. Fibre build costs may apply.

 

Service Relocations

The service will need to be available at the new location. Service Exit Costs will be applied unless a new contract is signed for new location.

You are liable for all setup costs and fibre build contribution at the new location. Call us on 132 777 to discuss options.

 

Cancellation Fees for In-flight Orders

Fees vary depending on the current phase of your order: Planning phase, Design Phase, Build/Predelivery phase, these charges can be found on our Schedule of Fees & Charges on our website commander.com.au/customer-terms.

 

Priority Network Support (PNS)

If Commander and nbn® are unable to restore a fault within the hours allocated, you will be credited your plan fee for Priority Network Support for that month.