Internet Services - Broadband Plan
Business DSL Broadband Service Level Guarantee
 The Service Level Guarantee (SLG) applies to Business DSL services only.
Target availability level for Web Secure ’s network is 99.9%.
The SLG means that if the availability of Telstra’s DSL network falls below 99% in a calendar month, the customer will automatically receive a percentage rebate off their monthly subscription fee in their next invoice.The next invoice is the first monthly bill after Web Secure has calculated the outage rebate.
Rebates will be payable as follows:
| Rebate levels |
Rebate |
| Below 99% but equal to or greater than 97% during a calendar month |
10% of the base monthly fee** for the month in which the service level was breached |
| Below 97% but equal to or greater than 94% during a calendar month |
20% of the base monthly fee** for the month in which the service level was breached |
| Below 94% during a calendar month |
50% of the base monthly fee** for the month in which the service level was breached |
|
**Base monthly fee is the monthly subscription fee for the DSL service, including optional extras such as O2O™ and additional GBs. It does not include excess usage charges or additional services.
The DSL network covers the Multiplexer which sits in the local telephone exchange through to the Core Network. Refer to diagram below.
Measurement of the availability of the DSL network does not include unavailability resulting from:
-
planned or scheduled network outages;
damage to the customer's copper line;
services and applications provided by Web Secure, i.e. email, web hosting, usage meter and
 surfing;
customer’s premises equipment (CPE);
Force Majeure (acts of God and any other situations beyond the control of Web Secure).
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