Business Grade SHDSL

Plans	Line Speed	Download Included (1)	12 Month Contract Installation Charge Inc NTU (2)	Monthly Access Charge	Total Minimum Cost	Excess Usage Charge per GB (3)
512kbps Down/512 kbps Up
ASHDSL/512	512/512	40GB	$0.00	$250.00	$3000.00	$1.00
1024kbps Down/1024kbps Up
ASHDSL/1024	1024/1024	100GB	$0.00	$300.00	$3600.00	$1.00
1536kbps Down/1536kbps Up
ASHDSL/1536	1536/1536	100GB	$0.00	$350.00	$4200.00	$1.00
2048kbps Down/2048kbps Up
ASHDSL/2048	2048/2048	200GB	$0.00	$425.00	$5100.00	$1.00
3072kbps Down/3072kbps Up
OSHDSL/3072	3072/3072	200GB	$0.00	$500.00	$6000.00	$1.00
4096kbps Down/4096kbps Up
OSHDSL/4096	4096/4096	200GB	$0.00	$575.00	$6900.00	$1.00

(1) If the included download is exceeded then additional downloads are charged.

(2) For services provisioned using Optus Wholesale ports, in CBD/Metro areas, pricing differs in areas classified as region 1 through region 4.

(3) Excess Usage is charged per GigaByte or 1,000 MegaByte

1. Can I use a voice service on the same line as an SHDSL service?

No. SHDSL (Symmetrical High-speed Digital Subscriber Line) requires a dedicated PSTN (Public Switched Telephone Number) line with no peripherals (like fax machine) attached. A voice service cannot run over the line dedicated for an SHDSL service. Therefore with every SHDSL connection a new line is installed. There are some circumstances if you have a free PSTN line available that the service can be installed on this line, however there are no cost advantages for doing so.

2. How long does it take to provision a service?

SHDSL provisioning is 20 working days. Our wholesaler’s work to a target of 14 days. This is best case.

3. I have an ADSL modem/router. Can I use this for SHDSL?

No. SHDSL uses a different spectrum. A Cisco 878 router is supplied with every service. This has modem and routing capabilities and is all that most customers will require.

4. I have an existing SHDSL service. Can I churn to Exetel?

Yes. An SHDSL migration or churn can be done if you currently use SHDSL through a provider that resells either Powertel or Optus. Provisioning time is quicker – 5-10 working days. However, the churn ONLY takes place when your previous service is cancelled by the previous provider. You should check with your provider if there are any contractual exit clauses. For example cannot cancel until the end of the calendar month and possible cancellation/break contract charges

5. What is the SHDSL provisioning process?

1. Once the order is received by Exetel, the order is submitted by Exetel to either Optus or Powertel. They pass on company address and order details to Telstra for Name/Address matching and qualification of service (SQ).

2. Telstra perform "cutover". The ULL (Unconditional Local Loop) is prepared and SHDSL enabled from the exchange to the MDF (Main Distribution Frame).

3. Wholesale provider (either Optus or Powertel) then perform install. They check line from MDF to "socket" at customer’s premises. A technician will also install the router with the service. They will check with technicians at base that the service is working at layer 2 level.

4. Completion advises are issued to Exetel. All services are ordered with end-customer (and Exetel) management of the router. These logins and passwords are issued at completion.

5. Any additional IP’s requested are implemented.

The end-customer is kept informed at all stages of the SHDSL provisioning process via email.

6. Do I need to be in attendance at cutover and install of service?

Correct site contact details supplied on the order form are very important. You should be quite specific and make sure the site contact is available at the crucial times of cutover and install. At cutover, if the MDF is not easily accessible, Telstra will call the end-customer in order to gain access. If they cannot raise the end-customer, then they will simply move on to the next job. This can be costly as the end-customer will be charged for this missed cutover.

If the end-customer knows of any particular or difficult circumstances with the location of the MDF, these details should be detailed in an email to Exetel or please call us on 02 8030 1050 to discuss any problem that may prevent simple installation of the new line.

7. Where is SHDSL Available?

Exetel are able to provision services Australia-wide where it is available. Pre-qualification checks are done according to a PSTN line supplied. Full qualification including line speed is only done by Exetel’s submission of the order with one of their wholesalers. If a required line speed is not available, customers are informed of the alternative (slower) speed and asked if they would like to progress with the order. In some cases Telstra may reject the order because there is no spare copper to run the dedicated line. In this case, and only as a last resort in order to get an SHDSL service, the customer may be asked if they wish to sacrifice an existing PSTN line.

8. If I choose not to go ahead, are there any cancellation charges?

Yes, charges depend at what phase of the ordering process we are up to.

Within 2 business days of order - $55
Within 5 business days of order - $165
Within 15 business days of order - $275
Within 20 business days but before completion of order - $1,100

These are charges stipulated by our wholesaler. Exetel does not place any surcharge or gains for profit, but they will be passed on to the end-customer.

9. What are the SLA’s for Service Outages?

Planned Outages: Exetel is informed of planned outages by our wholesalers. These are normally out-of-hours and customers are informed of dates and times.

Unplanned Outages: Outages by Powertel and Optus will ultimately affect Exetel and its customers. Please refer to our SLA page.

10. Does Exetel bundle Voice with SHDSL?

Yes. Your company can utilize Exetel’s Voice service with SHDSL.
We have a corporate voice plan. We offer a discount on your SHDSL service when using us for voice as well. The discount equates to 10% of the (ex-GST) charges of your monthly call spend credited from your monthly SHDSL access fee. Your minimum monthly voice spend must be $500.

11. What is the Contention ratio?

There is no contention. All services are provisioned on the basis of enough capacity to meet peak demand.

12. What is the International Bandwidth?

Currently, Exetel has 5.35Gbps with Optus and 1.15Gbps with Verizon.

Optus IP Traffic 5.35Gig
NSW Optus IP (2.85Gbps)
VIC Optus IP (900Mbps)
QLD Optus IP (850Mbps)
WA Optus IP (350Mbps)
ACT Optus IP (200Mbps)
SA Optus IP (200Mbps)

Verizon IP Traffic 1.15Gig
NSW Verizon IP (700Mbps)
VIC Verizon IP (400Mbps)

13. How are links between Perth/AdelaideMelbourne/Sydney/Brisbane configured?

The Sydney-Melbourne/Brisbane/Adelaide/Perth links are ATM Permanent Virtual Paths via the Optus national ATM MultiNet. They are used to connect Exetel’s POP in PowerTel (Sydney) to the XYZed Points of Interconnect (POI's) in the other states. Exetel has its own POPs in MEL and QLD which terminates all metro Ethernet and SHDSL services in each of these states locally.

14. Our domain is hosted by another provider. What do we need to do to switch to Exetel?

Exetel offer email, domain name and web hosting, but you don’t need to switch if you are happy with the hosting you have.

If you do want Exetel to provide hosting, you can send an email to hosting@exetel.com.au and we will contact you to discuss the details. All the information on Exetel hosting is here.

15. Does Exetel allow L2TP/IPSEC VPN’s over your network?

Yes. Exetel provides an IP connection from each site to the Exetel central router. There are no restrictions or blocks on what IP traffic or protocols you run over the link. You can configure IPSEC between your own devices and create tunnels or other VPN connections however you want, using, but independently of the link Exetel provides.

16. Does Exetel have a managed service available?

The links and network are managed 24x7. You have the option of the Exetel monitoring system monitoring your SHDSL connection. If you want this Exetel monitor the public IP address of your router and one service within your network (such as port 80 on a web server for example). The system can also optionally send you an email notice of missed responses.

Note: Control of the CPE,will not be supplied to end customers. If you want NAT and/or DHCP configured, or a basic change like the LAN ip address changed, Exetel will do this for you as a once off configuration change once the circuit has been installed. Please email businesssupport@exetel.com.au with the exact configuration you want, the minimum information you need to include is:

Company Name: ___________________
SHDSL Line Number: ___________________
Router LAN IP Address: ___________________
NAT?: Y/N
DHCP?: Y/N
Addresses to exclude:
From DHCP: ___________________

There is no charge for the above once off configuration.

17. What is the billing period and due date?

Billing is debited from the nominated account on the 1st of the month or nearest business day. It covers the calendar month in advance. The invoice for monthly access fees is emailed approximately 7 days after the debit, to ensure that all payments have cleared. An installation invoice will be emailed and funds debited on the date the service is completed. At the same time, there is a pro-rata charge for service covering the period the date the service was connected to the end of the calendar month. An invoice, reflecting the fact that payment has been successfully processed, is emailed approximately 7 days later. Excess (if any) download charges are debited on the 1st of each month. This is billed in arrears (previous month).

18. What are the charges for withdrawing a pending SHDSL application?

Please go to http://www.exetel.com.au/d_terms_conditions.php titled 'Application Withdrawal' clause 6.

19. What are the charges for cancelling an SHDSL service prior to the committed contract term?

Please go to http://www.exetel.com.au/d_terms_conditions.php titled 'Minimum Term' clause 1

20. Can I transfer my SHDSL service if i move?

This depends upon whether the premises that you are moving into fall into an Optus or Powertel enabled exchange. Please contact Exetel before you move to confirm whether you will be able to continue using your SHDSL service. Assuming that your new site is within Optus/Powertel coverage area, a full service order on 24 month is needed to avoid cancellation charges. Service activation leadtime of 20 working days with standard relocation fee of $350 applies.

21. What will be the cost of speed upgrade/downgrade?

There is a once off $350 speed upgrade fee for services within the same technology type (e.g. ADSL or SHDSL). If speed change is requested and using different technology type (say from SHDSL to ADSL) the full install fee will apply since this constitutes a new service rather than an upgrade.

22. Why MPLS is not necessary for 99% of Australian businesses?

One of Exetel's directors, Steve Waddington, deployed the first MPLS network in Australia in 2002 for a carrier where he was then the CTO. He developed a deep understanding for what was, at the time, the world leading technology he deployed and managed.

He has offered some of his practical knowledge as it relates to small and medium businesses in Australia in his blog, which you can read here:

http://steve.blogs.exetel.com.au/index.php?serendipity[action]=search&serendipity[searchTerm]=mpls

The fact is, in almost every case where MPLS is offered, it is a con by the service provider to 'upsell' you something that you neither need or want, nor indeed is even really MPLS in the true sense anyway, and almost certainly don't understand.

If you have a very large national or international network, with hundreds of sites and an annual IT budget in the millions of dollars, like WalMart, Ford or NASA, then MPLS could well be for you.

If not, then the bottom line is, if you, the customer want true MPLS, you will first need to hire or engage a Network Engineer who is expert in BGP. If you don't have one of those, then the reality of MPLS to you is that it is going to be nothing more than a (much) more expensive way of having a normal VPN.

Some additional facts about MPLS and the Exetel network you may be interested in are:

• Many carriers, Exetel included, use MPLS within various parts of their network. Depending on the circuit type(s) you order, MPLS will almost certainly be used for part or all of the transit of your data - as is the case with all networks, and the Internet, in general.
• 'MPLS' is one method of creating a tunnel for IP traffic within another IP network. In terms of performance, latency and every other aspect of the performance the end user will see, it is no better or worse than any other method of tunneling data
• For the interconnection of very large networks with other very large networks, MPLS can make the management of the network more cost effective. For small networks and VPNs, other tunneling methods are often more efficient and cost effective to manage.
• There is no restriction for an end user to run MPLS across the Exetel network, should they wish to do so.

The Exetel solution is to provide you with a VPN that in every way is the same as MPLS, but removes all the 'mumbo jumbo', the hype and the cost of providing you with a solution just because it is the current industry 'buzz word'.