nbn Platform Interfacing Service Module Wholesale Broadband Agreement This document forms part of NBN Co s Wholesale Broadband Agreement, which is a Standard Form of Access Agreement for the purposes of Part XIC of the Competition and Consumer Act 2010.
Roadmap Roadmap The nbn Platform Interfacing Service Module sets out the following terms and conditions which apply to nbn s supply of the nbn Platform Interfacing Service: the Service Description for the nbn Platform Interfacing Service; the Service Levels Schedule for the nbn Platform Interfacing Service; the nbn Platform Interfacing Service Price List; the Service Terms for the nbn Platform Interfacing Service; and the nbn Platform Interfacing Service Fair Use Policy. SFAA - Wholesale Broadband Agreement - nbn Platform Interfacing Service Module
Service Description nbn Platform Interfacing Service Module Wholesale Broadband Agreement This document forms part of NBN Co s Wholesale Broadband Agreement, which is a Standard Form of Access Agreement for the purposes of Part XIC of the Competition and Consumer Act 2010.
Service Description nbn Platform Interfacing Service Module Wholesale Broadband Agreement Version Description Effective Date 3.0 First issued version of WBA 3 17 November 2017 Copyright This document is subject to copyright and must not be used except as permitted below or under the Copyright Act 1968 (Cth). You must not reproduce or publish this document in whole or in part for commercial gain without the prior written consent of nbn. You may reproduce and publish this document in whole or in part for educational or non-commercial purposes as approved by nbn in writing. Copyright 2017 nbn co limited. All rights reserved. Not for general distribution. Disclaimer This document is provided for information purposes only. The recipient must not use this document other than with the consent of nbn and must make its own inquiries as to the currency, accuracy and completeness of this document and the information contained in it. The contents of this document should not be relied upon as representing nbn s final position on the subject matter of this document, except where stated otherwise. Any requirements of nbn or views expressed by nbn in this document may change as a consequence of nbn finalising formal technical specifications, or legislative and regulatory developments. Environment nbn asks that you consider the environment before printing this document. SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 2
Introduction Introduction This Service Description for the nbn Platform Interfacing Service describes the nbn Platform Interfacing Service. This document forms part of the nbn Platform Interfacing Service Module. Roadmap A roadmap describing the structure of this document follows for the assistance of Customer. Part A: The nbn Platform Interfacing Service Part A describes what the nbn Platform Interfacing Service is. Part A: The nbn Platform Interfacing Service Page The nbn Platform Interfacing Service 4 Part B: Key Business Transactions Part B describes the types of Key Business Transactions which Customer may perform through the nbn Platform Interfacing Service. Part B: Key Business Transactions Page 1 Key Business Transactions 5 Part C: Service Elements Part C describes the two Service Elements of the nbn Platform Interfacing Service. Part C: Service Elements Page 2 B2B Access 6 3 nbn Service Portal 6 Part D: Operation of the nbn Platform Interfacing Service Part D describes nbn s and Customer's general obligations, and conditions of use in respect of the nbn Platform Interfacing Service. Part D: Operation of the nbn Platform Interfacing Service Page 4 General obligations 7 5 Transaction Manager 7 SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 3
Part A: The nbn Platform Interfacing Service Part A: The nbn Platform Interfacing Service The nbn Platform Interfacing Service: enables customers to connect to, and interface with, the nbn Platform in order to perform specified Key Business Transactions in relation to certain products and services supplied by nbn; and comprises B2B Access and the nbn Service Portal, which Customer may use individually or together. nbn will supply the nbn Platform Interfacing Service from nbn s data centre at Ultimo, New South Wales, nbn s data centre at Springfield, Queensland and any other locations notified by nbn to Customer from time to time. SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 4
Part B: Key Business Transactions Part B: Key Business Transactions Section 1 describes the Key Business Transactions that Customer may perform through the nbn Platform Interfacing Service and Monitored Transactions for the purposes of the Transaction Manager. 1. Key Business Transactions 1.1 Key Business Transactions The following transactions are Key Business Transactions for the purposes of this Agreement. Key Business Transaction Description Activation Transactions Address Enquiries Site Qualification Enquiries Order Feasibility Checks (B2B Access only) submission of Connect, Modify, or Disconnect orders amendment of an order being processed tracking of orders being processed Appointment Transactions Appointment availability enquiries Appointment reservation tracking of Appointments being processed amendment of an Appointment being processed Assurance Transactions submission of Trouble Tickets amendment of a Trouble Ticket being processed tracking of Trouble Tickets Billing Transactions notification of summary invoices notification of billing event or adjustment files retrieval of historical billing information Test & Diagnostic Transactions submission of Diagnostic Status Tests or Network Tests tracking of Diagnostic Status Tests or Network Tests 1.2 Monitored Transactions Monitored Transactions comprise the following Key Business Transactions: Test & Diagnostic Transactions. SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 5
Part C: Service Elements Part C: Service Elements Section 2 describes B2B Access. 2. B2B Access B2B Access enables Customer and nbn to perform supported Key Business Transactions using their own operations support systems and billing support systems by exchanging encrypted and digitally-signed messages over the Internet using ebxml between ebxmlcompliant gateway servers hosted by Customer and nbn respectively. The following diagram illustrates that exchange of messages between the Customer B2B Gateway and nbn B2B Gateway: (c) (d) (e) (f) If nbn supplies Customer with B2B Access, each party must comply with the B2B Specifications applicable to that supply. nbn will support each Major B2B Interface Version for at least 12 months after the publication of the nbn Platform Interfacing Service B2B Access Release Note which introduces the next Major B2B Interface Version. Customer may in its discretion continue to use, or update to, any B2B Interface Version that nbn makes available and supports at that time as part of B2B Access. B2B Access does not include direct access to, or direct use of, nbn s core systems or the functionality of nbn s core systems. Section 3 describes the nbn Service Portal. 3. nbn Service Portal (c) The nbn Service Portal enables Customer and nbn to perform supported Key Business Transactions over the Internet using a web-based portal provided by nbn. The nbn Service Portal does not include direct access to, or direct use of, nbn s core systems or the functionality of nbn s core systems. Use of the nbn Service Portal is subject to the nbn Service Portal Terms and Conditions, which may be updated by nbn from time to time. SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 6
Part D: Operation of the nbn Platform Interfacing Service Part D: Operation of the nbn Platform Interfacing Service Section 4 specifies Customer s conditions of use of the nbn Platform Interfacing Service. 4. General obligations 4.1 Valid uses of nbn Platform Interfacing Service and data Customer may only use the nbn Platform Interfacing Service for the purpose of performing Customer s Key Business Transactions and for purposes approved by nbn in writing. Customer may only use, in accordance with additional conditions in the Service Terms for the nbn Platform Interfacing Service: Site Qualification Information for: (A) (B) (C) (D) (E) determining whether a Product is available in respect of a Premises or location; developing and planning the supply of Customer Products; choosing whether to place an order for a Product; marketing the supply of Customer Products; and any other purposes approved by nbn in writing; and Order Feasibility Information for: (A) (B) (C) determining whether Customer is able to place an order through the nbn Platform Interfacing Service in accordance with this Agreement; developing and planning orders for Products through the nbn Platform Interfacing Service; and any other purposes approved by nbn in writing. Section 5 describes how nbn may monitor and deprioritise the processing of, and responses to, particular transactions on the nbn Platform Interfacing Service in certain circumstances. 5. Transaction Manager 5.1 Transaction Manager nbn may impose a Transaction Quota for each type of Monitored Transaction. If, in a Transaction Window, Customer submits Monitored Transactions to the nbn Platform Interfacing Service which: exceed the Transaction Warning Threshold for that type of Monitored Transaction, nbn will notify Customer; exceed the Transaction Quota for that type of Monitored Transaction, nbn will: SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 7
Part D: Operation of the nbn Platform Interfacing Service (A) (B) indicate that the Transaction Quota has been exceeded using a visual indicator via the nbn Service Portal; and notify Customer and deprioritise further transactions of that type of Monitored Transaction; and (iii) are less than the Transaction Deactivation Threshold (after Customer s Monitored Transactions have exceeded the Transaction Quota during that Transaction Window), nbn will notify Customer and reprioritise further transactions of that type of Monitored Transaction. (c) (d) Monitored Transactions measured under this section 5 are measured across all Monitored Transactions submitted by Customer to the nbn Platform Interfacing Service through both B2B Access and the nbn Service Portal. nbn may delay its response to a Monitored Transaction which has been deprioritised under section 5.1(B). 5.2 Temporary planned Customer Transaction Quota adjustment request Customer may request a temporary adjustment to any applicable Transaction Quota, for a period of up to 3 months (or such longer period as may be agreed by nbn), if: Customer plans to introduce changes to Customer s processes, systems, facilities or Customer Products; and Customer anticipates, on reasonable grounds, that the changes will result in a material increase in the volume of Monitored Transactions submitted by Customer to the nbn Platform Interfacing Service. To request a temporary adjustment to the Transaction Quota, Customer must: (iii) raise a Service Request in accordance with the WBA Operations Manual or discuss the request at a Governance Meeting; provide at least 1 months notice before the proposed effective date of the adjustment; and provide nbn with a business justification for Customer s request. (c) nbn must determine, acting reasonably, whether to grant any request by Customer under section 5.2 taking into account: (iii) all information provided to nbn by Customer that is relevant to Customer s request; the potential impacts of an adjusted Transaction Quota for the nbn Infrastructure, the nbn Platform Interfacing Service and Other Customers; and any other circumstances nbn considers are relevant to Customer s request. (d) nbn will notify Customer of the outcome of nbn s determination under section 5.2(c) and, depending on the outcome of its assessment, will confirm: whether or not it will make the requested adjustment or any alternative adjustment to the Transaction Quota; the timing and duration of any adjustment which it decides to make to the Transaction Quota; and SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 8
Part D: Operation of the nbn Platform Interfacing Service (iii) any interim arrangements which it agrees to make in relation to Customer s request. Note: Interim arrangements under section 5.2(d)(iii) may include arrangements such as deactivating the Transaction Manager so that it only notifies Customer when the Transaction Quota is exceeded (without deprioritising any subsequent Monitored Transactions) for a limited period until nbn adjusts the Transaction Quota. (e) If nbn decides to adjust a Transaction Quota temporarily, nbn may: monitor the volume of transactions submitted by Customer; after giving notice to Customer, reinstate the original Transaction Quota if nbn determines that the adjusted Transaction Quota: (A) (B) is not required or is not being used; or is causing, or is likely to cause, a detrimental impact to the nbn Infrastructure, the nbn Platform Interfacing Service or Other Customers; and (iii) in response to a Customer request, grant an extension to the duration of the Transaction Quota adjustment in accordance with the processes in this section 5.2 (except that, notwithstanding the notice period in section 5.2, Customer need only request any such extension 10 Business Days or more before the date on which the Transaction Quota adjustment would otherwise expire). 5.3 Temporary unplanned Customer Transaction Manager deactivation request If Customer experiences an unexpected material increase in the volume of Monitored Transactions which need to be submitted to the nbn Platform Interfacing Service, Customer may request a temporary deactivation of the Transaction Manager for a period of up to 3 months. To request a temporary deactivation of the Transaction Manager, Customer must: (iii) (iv) raise a Service Request in accordance with the WBA Operations Manual or discuss the request at a Governance Meeting; provide notice to nbn as early as possible upon becoming aware of a potential or actual increase in Monitored Transactions; provide nbn with a business justification for Customer s request; and actively investigate the cause of the material increase in Monitored Transactions and keep nbn informed of the results of the investigations. (c) nbn must determine, acting reasonably, whether to grant any request by Customer under section 5.3 taking into account: (iii) all information provided to nbn by Customer that is relevant to Customer s request; the potential impacts of deactivating the Transaction Manager for the nbn Infrastructure, the nbn Platform Interfacing Service and Other Customers; and any other circumstances nbn considers are relevant to Customer s request. (d) nbn will notify Customer of the outcome of nbn s determination under section 5.3(c) and, depending on the outcome of its assessment, will confirm: SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 9
Part D: Operation of the nbn Platform Interfacing Service whether or not it will deactivate the Transaction Manager temporarily; and the timing and duration of any period of deactivation of the Transaction Manager. (e) If nbn decides to deactivate the Transaction Manager temporarily: (iii) Customer must continue to actively investigate the cause of the material increase in Monitored Transactions and keep nbn informed of the results of the investigations; nbn will continue to notify Customer when the Transaction Quota is exceeded, but will not deprioritise Monitored Transactions; nbn may monitor the volume of transactions submitted by Customer and, after giving notice to Customer, reinstate the original operation of the Transaction Manager if nbn determines that the deactivation is: (A) (B) not required; or causing, or is likely to cause, a detrimental impact to the nbn Infrastructure, the nbn Platform Interfacing Service or Other Customers; and (iv) Customer may lodge a new request in accordance with the processes in this section 5.3 for an extension to the period of the Transaction Manager deactivation and nbn will determine whether or not to grant such a request. SFAA - Wholesale Broadband Agreement - Service Description - nbn Platform Interfacing Service Module 10
Service Levels Schedule nbn Platform Interfacing Service Module Wholesale Broadband Agreement This document forms part of NBN Co s Wholesale Broadband Agreement, which is a Standard Form of Access Agreement for the purposes of Part XIC of the Competition and Consumer Act 2010.
Service Levels Schedule nbn Platform Interfacing Service Module Wholesale Broadband Agreement Version Description Effective Date 3.0 First issued version of WBA 3 17 November 2017 Copyright This document is subject to copyright and must not be used except as permitted below or under the Copyright Act 1968 (Cth). You must not reproduce or publish this document in whole or in part for commercial gain without the prior written consent of nbn. You may reproduce and publish this document in whole or in part for educational or non-commercial purposes as approved by nbn in writing. Copyright 2017 nbn co limited. All rights reserved. Not for general distribution. Disclaimer This document is provided for information purposes only. The recipient must not use this document other than with the consent of nbn and must make its own inquiries as to the currency, accuracy and completeness of this document and the information contained in it. The contents of this document should not be relied upon as representing nbn s final position on the subject matter of this document, except where stated otherwise. Any requirements of nbn or views expressed by nbn in this document may change as a consequence of nbn finalising formal technical specifications, or legislative and regulatory developments. Environment nbn asks that you consider the environment before printing this document. SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 2
Introduction Introduction This document sets out the Performance Objectives that nbn will aim to achieve in relation to the nbn Platform Interfacing Service. Failure to achieve a Performance Objective may give rise to consequences, such as an obligation on nbn to take Corrective Action. This document also includes Operational Targets which are aspirational and do not give rise to Corrective Action. This document forms part of the nbn Platform Interfacing Service Module. Roadmap A roadmap describing the structure of this document follows for the assistance of Customer. Part A: Performance Objectives Part A describes nbn's Performance Objectives. While not achieving a Performance Objective is not a breach of this Agreement, nbn may be required to take Corrective Action under Part C if it does not meet a Performance Objective. Part A: Performance Objectives Page 1 nbn Platform Interfacing Service availability 5 Part B: Operational Targets Part B contains nbn's aspirational Operational Targets, which may be developed into Performance Objectives in the future. These Operational Targets are non-binding. Part B: Operational Targets Page 2 Operational Targets 7 Part C: Measurement and Corrective Action Part C sets out nbn's measurement, monitoring and reporting obligations and the mechanics involved in Corrective Action if nbn does not meet a Performance Objective. Part C: Measurement and Corrective Action Page 3 Measurement 8 4 Corrective Action 8 SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 3
Roadmap Part D: Interpretation and Exclusions Part D contains the rules of interpretation and exclusions which apply to this Service Levels Schedule for the nbn Platform Interfacing Service. Part D: Interpretation and Exclusions Page 5 Interpretation 10 6 Exclusions 10 SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 4
Part A: Performance Objectives Part A: Performance Objectives Section 1 sets out the Performance Objectives that nbn offers for nbn Platform Interfacing Service availability and nbn Service Portal availability. See section 5 for rules of interpretation that apply to this Performance Objective. 1. nbn Platform Interfacing Service availability 1.1 Performance Objectives for nbn Platform Interfacing Service availability nbn will aim to achieve the following Performance Objectives for availability of the nbn Platform Interfacing Service in respect of Key Business Transactions for nbn Ethernet (Fibre), nbn Ethernet (FTTB), nbn Ethernet (FTTN), nbn Ethernet (HFC), nbn Ethernet (Wireless) and nbn Ethernet (Satellite): Description Performance Objective (availability in each 90 day period) Address Enquiry 99.00% Single Site Qualification Enquiry 99.00% Appointment availability enquiry 99.00% Order Feasibility Check 99.00% Order lodgement (submission received to Acknowledgement sent) Service Restoration Trouble Ticket (submission received to Acknowledgement sent) 99.00% 99.00% Each of the Performance Objectives in section 1.1 will be measured based on the availability of the nbn Platform Interfacing Service to all nbn customers to perform the relevant Key Business Transaction in each 90 day period referred to in section 3.3. 1.2 Measuring nbn Platform Interfacing Service Performance Objectives For the purposes of measuring each Performance Objective set out in section 1.1, availability is calculated as follows: (Measurement Period Unavailable Time) Measurement Period x 100 Where, for the purposes of this section 1.2: Measurement Period means the aggregate of the total number of minutes which nbn has agreed to supply the nbn Platform Interfacing Service to all nbn customers during each 90 day period referred to in section 3.3. Unavailable Time means: the sum of all Unavailable Periods in the Measurement Period; less any time during those Unavailable Periods when: SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 5
Part A: Performance Objectives (A) (B) the nbn Platform Interfacing Service is non-operational in respect of the Key Business Transaction due to any event or matter excluded under section 6; or a Planned Outage has been implemented. Unavailable Period means, in respect of a Key Business Transaction Performance Objective, each period: beginning when the nbn Platform Interfacing Service fails to respond to any two consecutive transactions submitted by any nbn customer(s); and ending when the nbn Platform Interfacing Service responds to a transaction submitted by any nbn customer. 1.3 Performance Objective for nbn Service Portal availability nbn will aim to achieve a Performance Objective of 99.00% availability for the nbn Service Portal in each 90 day period. The Performance Objective in section 1.3 will be measured based on the availability of the nbn Service Portal to all nbn customers in each 90 day period referred to in section 3.3. 1.4 Measuring nbn Service Portal availability For the purposes of measuring the Performance Objective set out in section 1.3, availability is calculated as follows: (Measurement Period Unavailable Time) Measurement Period x 100 Where, for the purposes of this section 1.4: Measurement Period means the aggregate of the total number of minutes which nbn has agreed to supply the nbn Service Portal to all nbn customers during each 90 day period referred to in section 3.3. Unavailable Time means: the sum of all Unavailable Periods in the Measurement Period; less any time during those Unavailable Periods when: (A) (B) the nbn Service Portal is non-operational due to any event or matter excluded under section 6; or a Planned Outage has been implemented. Unavailable Period means each period: beginning when any nbn customer is unable to access the nbn Service Portal using valid login details; and ending when any nbn customer is able to access the nbn Service Portal. SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 6
Part B: Operational Targets Part B: Operational Targets This section 2 sets out the Operational Targets that nbn has set in relation to B2B Access response times. 2. Operational Targets The Operational Targets are non-binding and aspirational. They may be developed into Performance Objectives in the future. 2.1 B2B Access response times nbn s Operational Targets for B2B Access business transaction response times between ingress and egress from the nbn B2B Gateway are: Transaction description Operational Target Average 95% Percentile Address Enquiry 3 seconds 6 seconds Single Site Qualification Enquiry 5 seconds 10 seconds Appointment availability enquiry 5 seconds 10 seconds Appointment reservation 5 seconds 10 seconds Order Feasibility Check Feasible 5 seconds 10 seconds Feasible Appointment Required 7 seconds 13 seconds Feasible - Delayed 7 seconds 14 seconds Order lodgement (submission received to Acknowledgement sent) Service Restoration Trouble Ticket lodgement (submission received to Acknowledgement sent) Service Restoration Trouble Ticket lodgement (Acknowledgement sent to Rejection sent) 6 seconds 11 seconds 6 seconds 11 seconds 100 seconds 130 seconds 2.2 Measurement of Operational Targets Operational Targets related to the performance of the nbn Platform Interfacing Service do not apply for the period and to the extent that nbn has deprioritised the processing of, and response to, Monitored Transactions in accordance with the Service Description for the nbn Platform Interfacing Service. SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 7
Part C: Measurement and Corrective Action Part C: Measurement and Corrective Action 3. Measurement 3.1 Measurement and monitoring nbn will measure and monitor its performance, and produce reports based on that information, in relation to nbn Platform Interfacing Service availability and the Operational Targets for B2B Access (Performance Reports). 3.2 Information accuracy Performance Reports and any measurement and monitoring information produced by nbn are the Confidential Information of nbn. nbn will: use its reasonable endeavours to: (A) (B) ensure that the Performance Reports generated by the measurement and monitoring tools are accurate (including by correcting any inaccuracies); and notify Customer within 10 Business Days of becoming aware of any inaccuracy; and engage an independent auditor to review the general accuracy of its measurement and monitoring tools at least once during the Term and notify Customer of the outcome of that review. 3.3 Reporting nbn will provide a Performance Report to Customer on or about 20 Business Days after the end of each month in relation to nbn s compliance with the Performance Objectives and Operational Targets in this Service Levels Schedule for the nbn Platform Interfacing Service for the 90 day period ending at the end of the relevant month. nbn may, from time to time, include additional information about nbn Platform Interfacing Service availability or Operational Targets for B2B Access in its Performance Reports as nbn s measurement and monitoring tools are developed. 3.4 Data Enquiries Customer may, acting reasonably, make a Data Enquiry (via nbn s Relationship Points of Contact) within 6 months after the end of the period to which the Performance Report applies. nbn must use reasonable endeavours to respond to a Data Enquiry within 10 Business Days after receipt of the Data Enquiry (or such longer period agreed by the parties, acting reasonably). 4. Corrective Action 4.1 Corrective Action Subject to section 4.2, if nbn does not achieve a Performance Objective, nbn will: SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 8
Part C: Measurement and Corrective Action (iii) (iv) inform Customer of the reasons for that non-achievement; provide Customer with a corrective action plan that sets out the relevant Corrective Action that nbn will undertake to address the non-achievement; undertake the relevant Corrective Action; and notify Customer as soon as reasonably practicable after Corrective Action is taken by nbn. nbn will: take each action in section 4.1 as soon as reasonably practicable following the identification of the non-achievement of a Performance Objective by nbn; and provide a corrective action plan under section 4.1 by or before the time that nbn provides a corresponding Performance Report to Customer under section 3.3. 4.2 Conditions nbn is not required to provide the information set out above or undertake any Corrective Action in a measurement period if nbn has already provided information or performed, or is in the process of performing, Corrective Action in relation to an earlier event with the same cause as the subsequent event. SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 9
Part D: Interpretation and Exclusions Part D: Interpretation and Exclusions 5. Interpretation 5.1 Service Levels apply in Operational Hours All references to time in this Service Levels Schedule for the nbn Platform Interfacing Service are calculated by reference to Operational Hours. Operational Hours are 24 hours a day, seven days a week. 5.2 Pro Rata measurement If this Agreement is executed, terminated or expires part way through a measurement period, the measurement of nbn s performance under this Service Levels Schedule for the nbn Platform Interfacing Service will be pro-rated to reflect that shorter period. 6. Exclusions (c) (d) The sole consequence of a failure of nbn to achieve a Performance Objective will be the consequence (if any) specified in this Service Levels Schedule for the nbn Platform Interfacing Service and a failure to achieve a Performance Objective will not be regarded as a breach of the Agreement. A failure to meet the Operational Targets will not be regarded as a breach of the Agreement. Performance Objectives and Operational Targets do not apply for the period and to the extent that this Agreement provides that nbn does not have an obligation to perform in accordance with the Performance Objectives or Operational Targets. Without limiting section 6(c), Performance Objectives and Operational Targets do not apply for the period and to the extent that nbn s ability to perform in accordance with the Performance Objective or Operational Target is adversely affected by: (iii) inaccuracy, incompleteness, inadequacy in performance or unavailability of the FNN/ULL Database; inability of nbn or its Personnel to gain access to a location necessary to perform works; or an Excluded Event, a Customer Event or any matter, thing, event or circumstance that is not within nbn's reasonable control. SFAA - Wholesale Broadband Agreement Service Levels Schedule - nbn Platform Interfacing Service Module 10
Price List nbn Platform Interfacing Service Module Wholesale Broadband Agreement This document forms part of NBN Co s Wholesale Broadband Agreement, which is a Standard Form of Access Agreement for the purposes of Part XIC of the Competition and Consumer Act 2010.
Price List nbn Platform Interfacing Service Module Wholesale Broadband Agreement Version Description Effective Date 3.0 First issued version of WBA 3 17 November 2017 Copyright This document is subject to copyright and must not be used except as permitted below or under the Copyright Act 1968 (Cth). You must not reproduce or publish this document in whole or in part for commercial gain without the prior written consent of nbn. You may reproduce and publish this document in whole or in part for educational or non-commercial purposes as approved by nbn in writing. Copyright 2017 nbn co limited. All rights reserved. Not for general distribution. Disclaimer This document is provided for information purposes only. The recipient must not use this document other than with the consent of nbn and must make its own inquiries as to the currency, accuracy and completeness of this document and the information contained in it. The contents of this document should not be relied upon as representing nbn s final position on the subject matter of this document, except where stated otherwise. Any requirements of nbn or views expressed by nbn in this document may change as a consequence of nbn finalising formal technical specifications, or legislative and regulatory developments. Environment nbn asks that you consider the environment before printing this document. SFAA - Wholesale Broadband Agreement Price List - nbn Platform Interfacing Service Module 2
Introduction Introduction This document sets out the Charges and other amounts payable in connection with the nbn Platform Interfacing Service. Charges in this nbn Platform Interfacing Service Price List are non-recurring Charges. Nonrecurring Charges are payable only when certain activities or events occur. Discounts, credits and rebates to any Charges in this nbn Platform Interfacing Service Price List may be offered from time to time, as set out in the Discounts, Credits and Rebates List. Certain provisions of this nbn Platform Interfacing Service Price List may be affected by the terms of an SAU. This document forms part of the nbn Platform Interfacing Service Module. Roadmap A roadmap describing the structure of this document follows for the assistance of Customer. Part A: Non-recurring Charges Part A sets out the non-recurring Charges which apply in connection with the nbn Platform Interfacing Service. Part A: Non-recurring Charges Page 1 Non-recurring Charges 4 SFAA - Wholesale Broadband Agreement Price List - nbn Platform Interfacing Service Module 3
Part A: Non-recurring Charges Part A: Non-recurring Charges Section 1 sets out the non-recurring Charges which apply in connection with the nbn Platform Interfacing Service. 1. Non-recurring Charges The non-recurring Charges which apply to specific activities in connection with the nbn Platform Interfacing Service are: Activity Charge per Activity Site Qualification Enquiry $0.00 SFAA - Wholesale Broadband Agreement Price List - nbn Platform Interfacing Service Module 4
Service Terms nbn Platform Interfacing Service Module Wholesale Broadband Agreement This document forms part of NBN Co s Wholesale Broadband Agreement, which is a Standard Form of Access Agreement for the purposes of Part XIC of the Competition and Consumer Act 2010.
Service Terms nbn Platform Interfacing Service Module Wholesale Broadband Agreement Version Description Effective Date 3.0 First issued version of WBA 3 17 November 2017 Copyright This document is subject to copyright and must not be used except as permitted below or under the Copyright Act 1968 (Cth). You must not reproduce or publish this document in whole or in part for commercial gain without the prior written consent of nbn. You may reproduce and publish this document in whole or in part for educational or non-commercial purposes as approved by nbn in writing. Copyright 2017 nbn co limited. All rights reserved. Not for general distribution. Disclaimer This document is provided for information purposes only. The recipient must not use this document other than with the consent of nbn and must make its own inquiries as to the currency, accuracy and completeness of this document and the information contained in it. The contents of this document should not be relied upon as representing nbn s final position on the subject matter of this document, except where stated otherwise. Any requirements of nbn or views expressed by nbn in this document may change as a consequence of nbn finalising formal technical specifications, or legislative and regulatory developments. Environment nbn asks that you consider the environment before printing this document. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 2
Introduction Introduction These Service Terms for the nbn Platform Interfacing Service include: provisions which are specific to nbn s supply of the nbn Platform Interfacing Service, but which are otherwise similar in nature to those in the Head Terms; explanatory notes as a guide to provisions which have corresponding provisions in the Head Terms; and Special Terms, which take priority over other provisions in this Agreement (including the Head Terms) and are subject to specific change management provisions in clause F4 of the Head Terms. The Service Terms for the nbn Platform Interfacing Service are generally arranged to replicate the order of the Head Terms, with some modifications. As an aid to the reader, this document includes the following icon, which is used to identify provisions which are Special Terms. This icon is used to identify provisions which are Special Terms. This document forms part of the nbn Platform Interfacing Service Module. Roadmap A roadmap describing the structure of this document follows for the assistance of Customer. Part A: Product Supply Part A sets out nbn Platform Interfacing Service-specific Service Terms related to product supply. Part A: Product Supply Page 1 Conditions of Supply for B2B Access 5 2 Conditions of Supply for the nbn Service Portal 5 Part B: Financial Management No nbn Platform Interfacing Service-specific Special Terms or Service Terms currently apply with respect to financial management. Part C: Operational Management Part C sets out nbn Platform Interfacing Service-specific Service Terms related to operational management. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 3
Roadmap Part C: Operational Management Page 3 General obligations relating to nbn Platform-Related Software 7 4 NPIS Preventative Maintenance Outages 8 5 nbn Platform Workarounds 8 Part D: Information & Rights Management Part D sets out nbn Platform Interfacing Service-specific Special Terms and Service Terms related to information & rights management. Part D: Information & Rights Management Page 6 Authorised Use and Security 10 7 Site Qualification Information and Order Feasibility Information 10 8 Third Party Address Data supplied by PSMA 11 9 Telstra Address Data 11 10 FNN/ULL Data 13 11 Service Transfers 18 12 Transition Advice Information 18 13 Non-Addressable Objects 19 Part E: Risk Management No nbn Platform Interfacing Service-specific Special Terms or Service Terms currently apply with respect to risk management. Part F: Agreement Management No nbn Platform Interfacing Service-specific Special Terms or Service Terms currently apply with respect to agreement management. Part G: Dispute Management No nbn Platform Interfacing Service-specific Special Terms or Service Terms currently apply with respect to dispute management. Part H: General Terms No Special Terms or Service Terms of a general nature apply with respect to the nbn Platform Interfacing Service other than as set out in the Head Terms. Part I: Service Management No nbn Platform Interfacing Service-specific Special Terms or Service Terms currently apply with respect to service management. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 4
Part A: Product Supply Part A: Product Supply Sections 1-2 are Service Terms which should be read in conjunction with clause A2 of the Head Terms and sections 2-3 of the Service Description for the nbn Platform Interfacing Service. 1. Conditions of Supply for B2B Access Customer s platforms and systems must comply with the Collaboration Protocol Agreement. Customer must: (iii) (iv) (v) (vi) provide to nbn all information reasonably required and requested by nbn to create the Collaboration Protocol Agreement and any digital certificates and security protocols to be used in connection with B2B Access; acquire, install, host, operate and maintain the Customer B2B Gateway and integrate that gateway with Customer s operation support systems and billing support systems in accordance with the requirements of the B2B Specifications; establish and maintain, at its cost, Internet and other connectivity between the Customer B2B Gateway and the nbn B2B Gateway to facilitate B2B Access; on request by nbn, use reasonable endeavours to make available to nbn, Customer Personnel with subject matter expertise to support any root cause analysis and incident resolution that may be performed by nbn in connection with interoperability issues; manage digital certificates as Confidential Information of nbn; and use all security protocols required in connection with B2B Access in accordance with the requirements of the B2B Specifications. 2. Conditions of Supply for the nbn Service Portal Customer must: (c) (d) ensure that each Delegated Administrator and each Authorised User agrees to, and complies with, the nbn Service Portal Terms and Conditions; provide to nbn all information reasonably required and requested by nbn to implement security protocols that are used in connection with the nbn Service Portal; on request by nbn, use reasonable endeavours to make available to nbn, Customer Personnel who are subject matter experts to support any root cause analysis and incident resolution that may be performed by nbn in connection with Customer's access to or use of the nbn Service Portal; and acquire and maintain, at its cost, Internet connectivity to facilitate Customer s access to the nbn Service Portal. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 5
Part B: Financial Management Part B: Financial Management This document does not contain any Financial Management terms which are specific to the nbn Platform Interfacing Service and additional to Module B of the Head Terms. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 6
Part C: Operational Management Part C: Operational Management Section 3 is a Service Term which applies in connection with the nbn Platform Interfacing Service. 3. General obligations relating to nbn Platform-Related Software Customer must, in accordance with nbn s instructions, install and implement any nbn Platform-Related Software (and any upgrades or updates released by nbn or its licensors) provided by nbn as part of the nbn Platform Interfacing Service and successfully complete all testing required by nbn. Customer must not: (iii) access or interfere with nbn s core systems or the functionality of nbn s core systems (or attempt to do so); change or otherwise interfere with the nbn Platform, the nbn Platform Interfacing Service or the nbn Platform-Related Software (except in the ordinary course of using or configuring the nbn Platform Interfacing Service or the nbn Platform-Related Software in accordance with the Service Description for the nbn Platform Interfacing Service and these Service Terms for the nbn Platform Interfacing Service); copy, or attempt to copy, any part of the nbn Platform Interfacing Service or the nbn Platform-Related Software (or any of the data accessible through the nbn Platform Interfacing Service or the nbn Platform-Related Software), except for: (A) copying: (1) business-to-business messages generated or transmitted by, on or through the nbn Platform Interfacing Service as a result of the performance of Key Business Transactions; (2) operational information made available by nbn to Customer through the nbn Service Portal and relating specifically to the performance of Key Business Transactions; (3) any nbn Platform-Related Software for testing purposes approved by nbn in writing; or (4) any nbn Platform-Related Software that may be inherent in the design of the normal operation of that software; or (B) making a single copy of any nbn Platform-Related Software for back-up purposes; or (iv) reverse engineer, decompile or access the source code of the nbn Platform Interfacing Service, the nbn Platform-Related Software or nbn s core systems or the functionality of nbn s core systems, or attempt to do so. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 7
Part C: Operational Management (c) Customer must not, and must procure its Downstream Service Providers and Contracted End Users do not, perform any: (A) (B) data mining or similar activities on or through the use of the nbn Platform Interfacing Service or the nbn Platform-Related Software; or activity with respect to the FNN/ULL Data which is not consistent with the terms of section 10 this document. Section 4 is a Service Term which applies in connection with the nbn Platform Interfacing Service and should be read in conjunction with clause C15 of the Head Terms. 4. NPIS Preventative Maintenance Outages In accordance with the WBA Operations Manual, nbn may implement a Planned Outage in respect of the nbn Platform Interfacing Service (an NPIS Preventative Maintenance Outage) if nbn considers the Planned Outage is necessary to address any of the following matters: (iii) a security risk or a potential security risk to any part of the nbn Infrastructure; a Non-Trivial NPIS Fault which impacts Customer or the nbn Platform Interfacing Service being non-operational; or a circumstance which nbn anticipates will, within 3 Business Days, result in a Non- Trivial NPIS Fault which impacts Customer or the nbn Platform Interfacing Service being non-operational. (c) In this section 4, Non-Trivial NPIS Fault means a Service Fault that affects the nbn Platform Interfacing Service in a manner that nbn, acting reasonably, considers is not trivial. Clause C15.1(c) of the Head Terms does not apply in respect of NPIS Preventative Maintenance Outages. Section 5 is a Service Term which sets out the procedure nbn will adopt when the nbn Platform Interfacing Service is not Operational. 5. nbn Platform Workarounds 5.1 Consequences of nbn Platform Interfacing Service not being Operational If nbn determines at any time that any part of the nbn Platform Interfacing Service is not Operational, nbn: will: (A) (B) (C) notify Customer as soon as practicable; where reasonably practicable to do so, consult with, and consider any feedback given by, Customer in relation to any workarounds that nbn proposes to implement during the period that an affected part of the nbn Platform Interfacing Service is not Operational; use reasonable endeavours to: SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 8
Part C: Operational Management (1) ensure that any proposed workarounds are consistent with the processes set out in this Agreement; and (2) minimise any adverse impact of the proposed workaround on Customer; and (D) notify Customer of any workarounds (nbn Platform Workarounds) that nbn will implement during the period that an affected part of the nbn Platform Interfacing Service is not Operational; and may suspend Customer s use of the nbn Platform Interfacing Service or part thereof. Customer must comply with nbn Platform Workarounds. 5.2 Reinstatement of nbn Platform Interfacing Service nbn will make a determination that the nbn Platform Interfacing Service is Operational as soon as nbn considers that it is Operational. As soon as is reasonably practicable after making that determination, nbn will: notify Customer; and reinstate Customer s use of the nbn Platform Interfacing Service. Any relevant nbn Platform Workarounds will immediately cease to have effect on and from the time specified in the notice given by nbn that the nbn Platform Interfacing Service is Operational, except that nbn may continue to process in-progress orders in accordance with the nbn Platform Workarounds. Note: The processes in this section 5 apply in addition to any Service Fault processes in respect of the nbn Platform Interfacing Service. Either or both may apply in respect of a single event or series of events. SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 9
Part D: Information & Rights Management Part D: Information & Rights Management Sections 6-10 are Service Terms which should be read in conjunction with clause D1 of the Head Terms. 6. Authorised Use and Security Customer must keep secure and confidential, and protect from unauthorised use, any usernames, passwords and digital certificates provided to or used by Customer in connection with the nbn Platform Interfacing Service or the nbn Platform-Related Software (all of which are the Confidential Information of nbn). Customer is responsible for any and all use of the nbn Platform Interfacing Service and the nbn Platform-Related Software by its authorised users or other third parties acting on behalf of Customer. 7. Site Qualification Information and Order Feasibility Information Customer: must only submit an Enhanced Site Qualification Enquiry where it has Customer Authority; and confirms, by submitting an Enhanced Site Qualification Enquiry, that it has a Customer Authority applicable to the Premises or other location that is the subject of the Enhanced Site Qualification Enquiry. nbn is not obliged to progress any Enhanced Site Qualification Enquiry if: (iii) for an Enhanced Site Qualification Enquiry relating to a prospective Transition Order, Customer has not provided at least one of a Customer Authority Date, FNN or ULL ID; for an Enhanced Site Qualification Enquiry relating to a prospective Service Transfer Order, Customer has not provided a Customer Authority Date; or for any Enhanced Site Qualification Enquiry, nbn has reasonable grounds to believe that a Customer Authority has not been obtained, that is applicable to the relevant service, Premises or other location that is the subject of the Enhanced Site Qualification Enquiry. (c) Subject to section 10, Customer must not disclose Site Qualification Information or Order Feasibility Information to any third party, except where the third party is: a current or prospective Contracted End User in respect of whom the Site Qualification Information or Order Feasibility Information applies; a Downstream Service Provider or Specified Utility engaging in a related Specified Activity; or SFAA - Wholesale Broadband Agreement Service Terms - nbn Platform Interfacing Service Module 10