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TELSTRA BIGPOND DIAL-UP BUSINESSPRICE & BILLING1. Pricing PlansGroup Plans Executive LAN Plans 2. Points of presence and dial-in telephone prefix(NB: Contact your telephone company for information about call charges between your home or business and the ISP.) BigPond Dial-Up Business customers Australia wide can access the Internet by dialling a nationwide access number for the cost of a local call from a fixed phone for PSTN users and the cost of a local data call for ISDN users. The dial in number for Business Group and Executive LAN plans is 0198 308 308. Executive LAN customers wanting to utilise the Static IP function use the 0198 308 309 number. 3. Termination feesA $25 annual service fee is payable in advance for the Casual Plan. This $25 annual fee is non-refundable on termination. A cancellation fee will apply if the 50MB Internet Surf (12 month contract) plan, 100MB Internet Big Surf (12 month contract) plan or Ultimate Internet Surf (12 month contract) plan is cancelled before the end of your contract term. The cancellation fee is $70, pro rated for the months remaining on your contract term. For example, a customer who wants to cancel 9 months into an 12 month contract may have to pay a termination fee of $70 x 3/12 (the number of months left to run on the contract divided by 12 months) = $17.50. 4. Restrictions on availability of services to customersNo restrictions. BigPond Dial-Up Business plans are available Australia wide. 5. Billing
6. Ancillary services providedAncillary services provided to BigPond Dial-Up Business users include:
PERFORMANCE7. Total number of minutes per week that customers are unable to access the Internet because modems fully occupied (for each Point of Presence). When did this occur?(NB: 1 minute per week represents 99.99% availability, 10 minutes per week represents 99.9% availability and 100 minutes per week represents 99% availability) Nil. HELP AND INSTALLATION8. Client operating systems for which assistance is availableCustomers can visit the BigPond Dial-Up Business System Requirements page to find out what operating systems and browsers BigPond supports. 9. Contact for service faultsBy telephone: 133 933 10. Contact for customer technical helpBy telephone: 133 933 11. Hours for customer technical help24 hours a day, 7 days a week 12. Charging for technical helpNo charge. 13. Assistance with initial activation of serviceIf you are having difficulty with your account or have a question regarding your access, you can contact BigPond via the following methods: Telephone support is also available:
There is support available online on the BigPond website: Customers can seek help online via Contact Us.14. Description of effects of set-up disks on users' systemsThe effects of set-up disks on users' systems are:
15. Information about setting up customer equipment to maximise performanceRefer to BigPond's Frequently Asked Questions. 16. Access for disabled usersThere is a Telstra Initiative 'Access for Everyone' that looks at products for disabled users. Customers with disabilities have a range of modems to assist with online access available to them from the Telstra Product Catalogue. COMMUNICATION17. Contact numbers for administrative, account and billing enquiriesBigPond Sales and Billing Support: 13POND (137663) 18. Period of notice to be given to the customer before termination or suspension of the serviceBigPond Dial-Up Business plans may be changed or withdrawn at any time. Customers will be given 30 days' notice of withdrawal of the BigPond Business plans, and 42 days' notice of any changes to the BigPond Business plans that BigPond considers detrimental to customers. 19. Period of notice to be given by the customer if the customer wishes to terminate the serviceMembers must give 24 hours' notice when they wish to terminate a service. Customers will lose any unused usage allowance and will not receive any pro-rated rebate off their monthly access fee. 20. Customer action required to terminate the serviceTo close your BigPond Dial-Up Business account, you can telephone the Help Desk on 13POND (137663). 21. Reminder notices for pre-paid contractsNot applicable for the BigPond Business Product. 22. Period of notice for changes in prices, terms and conditionsBigPond Dial-Up Business plans may be changed or withdrawn at any time. Customers will be given 30 days' notice of withdrawal and 42 days' notice of any changes to the BigPond Dial-Up Business plans that Telstra considers are detrimental to customers. 23. Method of communication about changes in prices, terms and conditionsBigPond Dial-Up Business will communicate to members about changes to prices and terms & conditions via at least one of the following methods:
24. Notice of approaching data limitsEmail notifications will be sent out to members on a volume-based plan when they reach over 80% of their monthly allowance as at last session. Members can also view their current usage at http://www.bigpond.com/mybigpond/ 25. Operating manuals, guidebooks or other informationIf customers are having difficulty with their account or have a question regarding their access, there is extensive support available online for BigPond members on the BigPond website. 26. Internal service standards for answering and responding to customer enquiriesTelstra strives to achieve the following service standards when answering and responding to customer enquiries:
27. Notice period for planned outagesCustomers are given as much notice as reasonably possible of any planned outages. BigPond will post this information on the Service Status page http://www.bigpond.com/help/servicestatus/ 28. Information about planned outagesCustomers are advised of any planned outages to BigPond services through the BigPond Service Status page 29. Information about unplanned outagesCustomers are advised of any unplanned outages to BigPond services through the BigPond Service Status page. 30. Internal policies and processes about complaint handling and dispute resolutionFor information on Telstra's policy on complaint handling and dispute resolution visit http://telstra.com.au/charter/charter.htm 31. Privacy policyThe Telstra Privacy Statement (policy) is presented to customers whenever they are asked to provide details about themselves (e.g within the application sign up pages, Contact Us pages). There is also a link to the Telstra Privacy Statement at the bottom of every page of the Telstra BigPond Web sites. Privacy Policy: http://telstra.com/res/docs/collectionstatement.asp SECURITY OF SERVICE32. Information about data backed up by ISPThe following data is backed up:
33. Information about security servicesSecurity is an issue of high priority with BigPond. We provide customers with an easy to use 'Misuse' form to let us know if they've experienced spam, unsolicited bulk emails, port scans or attempted intrusions into their PC, originating from a BigPond email address or IP. Misuse Form - http://www.bigpond.com/help/ContactUs/MisuseService/ Extensive security information is available throughout the BigPond Web site: http://www.bigpond.com/help/Assistance/SecurityFAQs/default.asp 34. Information about control of use of Internet service by other partiesFor information about the control of the use of the Internet service by other parties: http://www.bigpond.com/help/Assistance/default.asp OTHER INFORMATION35. Affiliations with industry organisationsTelstra is member of the following industry organisations:
36. Compliance with industry self-regulatory arrangements and standardsTelstra complies with a number of industry self regulatory arrangements and standards including :
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