Document Reference: CXNWB 004
Version Number: 2
Date Created: January 2024
1. Introduction
Where the Customer purchases Connexin business fibre services (“Service” or “Services”) from the Company (as set out on the Order Form), the following supplemental terms and conditions (“Supplemental Terms”) will apply in addition to (and not in replacement of) the Connexin Communications Services Terms and Conditions (“General Terms”). The defined terms in the General Terms will apply to these Supplemental Terms, unless otherwise stated in these Supplemental Terms.
2. Business Use
The Customer shall, and shall ensure that its End Users shall, only use the Services (or any Third-Party Services) for business purposes. The Services are not available for domestic or residential use.
3. Services
Connexin business fibre:
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Full fibre (FTTP) business broadband within the Connexin fibre coverage areas.
SmartBiz:
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Add-on service for Connexin business fibre services. SmartBiz is an app-based add-on that enables self-service WiFi management with automatic mobile network failover. When using SmartBiz, the Customer shall, and procure that its End Users shall, fully comply with all Third-Party Terms in connection with the Customer’s use of SmartBiz.
4. Service Speeds
The throughput speeds for the Services are as set out below:
| Packages | Service Speeds (Download/Upload) | Minimum Service Speeds Guarantee (Download/Upload) |
|---|---|---|
| Business Fibre Essential | 200Mbps / 200Mbps | 65Mbps / 65Mbps |
| Business Fibre Classic | 500Mbps / 500Mbps | 165Mbps / 165Mbps |
| Business Fibre Elevate | 1000Mbps / 1000Mbps | 330Mbps / 330Mbps |
Note: The minimum service speeds guarantee only applies to speeds via an Ethernet cable. The guarantee does not apply to outage periods or speed tests conducted using Wi-Fi enabled devices.
5. Router and Optical Network Terminal (ONT)
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The Customer must allow the Company access to collect Equipment (e.g., router, ONT) upon service cancellation/termination.
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The Customer is entitled to a replacement router within the initial 12-month period if defects are due to materials or manufacture.
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Purchased Equipment (e.g., routers bought after 12 months) is owned by the Customer once paid in full.
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The Customer is responsible for repair/replacement costs if the ONT or router is lost or damaged due to accidental damage or negligence. The Company covers defects in materials or manufacture.
6. IP Address
The Company will supply static or dynamic IP addresses as per the Order Form. The Customer does not own IP addresses unless provided by them.
7. Installation
Standard Installation (1–2 hours):
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Arrival: Engineer arrives with ID, conducts risk assessment, and agrees on router placement.
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External Cabling: Fibre cable installed overhead or underground, with a lead-in unit attached to the Customer Site.
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Internal Installation: Fibre socket, ONT, and router installed; functionality tested.
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Going Live: Engineer assists with SmartBiz App setup and obtains Customer sign-off.
Non-Standard Installation: Requires extra materials, time, and costs, communicated to the Customer within 30 days.
8. Service Levels
| Priority Level | Description | Target Response Time | Target Resolution Time |
|---|---|---|---|
| 1 | Major incident (e.g., complete loss of service halting business). | 2 working hours | 1 working day |
| 2 | Significant impact (e.g., partial loss with workaround available). | 5 working hours | 3 working days |
| 3 | Minor impact (e.g., single user issue or slow speeds). | 2 working days | 5 working days |
| 4 | Negligible impact (e.g., change requests or informational enquiries). | 5 working days | 10 working days |
Note: Resolution times may vary for faults involving external suppliers. No financial compensation is provided for missed targets.