Voice Carriage Services

Service Schedule for Australian Services

1. Direct In Dial number ranges
2. Toll-Free Number Hosting
3. International Toll-Free Service (ITFS) Number Hosting
4. Local Number Porting (LNP) Service
5. Calling Line Identification (CLI) — Presentation and Restriction
6. Extension Level Billing
7. Main Billing Number
8. Local Number Portability
9. New Number Ranges
10. Number Range Reservation
11. White Pages Directory Listing
12. Call Redirection and Disaster Recovery Call Redirection
13. Call Overflow/Failover to PRI Trunks

Direct-In-Dial (DID Number Hosting)

Description of service

DID Hosting in:

• Australia (in country carrier/provider)
• New Zealand (in country carrier/provider)

These services will be delivered via SIP to Customer.

Number Hosting can originate calls (‘call termination’) on the Customer’s behalf.

This requires the use of service numbers that can either be leased to Customer by Cytrack or numbers provided by the Customer and ported to the underlying telecommunications carrier from another carrier.

With call termination, Cytrack arranges for the underlying telecommunications carrier, on the Customer’s behalf, to host the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed to the underlying telecommunications carrier for termination as directed by the Customer.

Call Termination Services

Description of service

Call Termination Services (CTS) in:

• Australia (in country carrier/provider)
• New Zealand (in country carrier/provider)
• Other countries as requested and available, pricing is based on monthly A-Z Rate Card

These services will be delivered via SIP to Customer.

CTS allows calls originated within the Customer network to be terminated by the underlying telecommunications carrier, either within Australia or internationally, on fixed or mobile networks. With CTS, the Customer originates the call from the calling party (“A” party) and requests Cytrack to arrange termination of the call to the called party (“B” party) via the underlying telecommunications carrier.

Local Number Porting (LNP) Service

Description of service

The Service provides local porting of PSTN, ISDN and VoIP Services to the underlying telecommunications carrier’s infrastructure in Australia, as ordered by the Customer from time to time.

The Service is provided in respect of local numbers.

The Service is available in respect of simple and complex ports, classified as follows:

Australia

• Simple or ‘CAT A’ Ports. These are single number ports.
• Complex or ‘CAT C’ Ports. Typically these involve 2 or more numbers, number blocks, and numbers with complex services attached to them (e.g. ISDN, Fax Duet).

In Australia, LNP is only available between a losing carrier and a gaining carrier where a bilateral agreement exists between those carriers. Cytrack utilises underlying telecommunications carriers that maintain bilateral agreements with all major Australian carriers to support local number porting. Through those underlying telecommunications carriers, Cytrack is able to provide the Service with 100% geographic coverage throughout Australia.

New Zealand

• Simple Ports – These are ports of between 1 – 50 numbers.
• Complex Ports – These are ports of 50 or more numbers.

In New Zealand, local and mobile number portability is managed via a centralised Industry Portability Management System (IPMS) regulated by a determination under the TCA and the LMNP Terms. LMNP is only available to access seekers and access providers that are parties to the LMNP Deed. Cytrack utilises underlying telecommunications carriers or their affiliates that are parties to the LMNP Deed.

Toll-Free Number Hosting

Toll Free Number Hosting and call termination in:

• Australia — 13,1300,1800 (in country carrier/provider)
• New Zealand — 0800 (in country carrier/provider)
• Other countries as requested and as available, pricing on application.

These services can be delivered via SIP to Customer or routed directly to the User, on behalf of Customer.

Number Hosting can terminate calls on the Customer’s behalf. This requires the use of service numbers that can either be leased from Cytrack or provided by the Customer and ported to the underlying telecommunications carrier from another carrier.

With call termination, Cytrack arranges for the underlying telecommunications carrier, on the Customer’s behalf, to host the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed to the underlying telecommunications carrier for termination as directed by the Customer.

1800 and 0800 Numbers

Are known as free-phone or free-call numbers and are ten-digits long. Callers from fixed domestic lines don’t pay however callers from mobiles may be charged by their service provider.

1300 Numbers

Are typically known as local rate or shared cost numbers and are ten-digits long. Callers typically pay what is known as a local or connection fee and calls from mobiles may differ.

International Toll Free Service (ITFS) Number Hosting

International Toll Free Number Hosting and call termination in:

• Australia;
• New Zealand; and
• Other countries as requested and as available, pricing on application.

ITFS is provided through underlying telecommunications carriers and their affiliates that maintain bilateral ITFS agreements with major carriers around the world. With ITFS, Users located in one country can receive toll free calls that are terminated in another country. Number formats vary by country. The Service is available in the countries specified in Cytrack’s applicable rate card.

Number Hosting can terminate calls on the Customer’s behalf. This requires the use of service numbers that can either be leased from Cytrack or provided by the Customer and ported to the underlying telecommunications carrier from another carrier.

With Call Origination, Cytrack arranges for the underlying telecommunications carrier or its affiliate, on the Customer’s behalf, to host the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed by the underlying telecommunications carrier to the Customer for termination.

Additional Terms and Conditions

Third Party Carrier Operational Requirements

The Customer acknowledges that the Services are supplied using infrastructure operated by one or more underlying telecommunications carriers.

The Customer agrees to comply with all reasonable technical, operational, security and administrative requirements notified by Cytrack from time to time where such requirements are necessary to:

1. comply with applicable laws or regulatory obligations;
2. comply with requirements imposed by an underlying telecommunications carrier;
3. protect the integrity, security or operation of the telecommunications network; or
4. maintain or restore the Services.

Failure to comply with this clause may result in Cytrack suspending or restricting the affected Service until the non-compliance has been remedied.

Cytrack may make reasonable changes to the Services where necessary to comply with changes imposed by an underlying telecommunications carrier, applicable law or regulatory authority. Where practicable, Cytrack will provide reasonable prior notice of such changes.

Cytrack may suspend or restrict an affected Service where the underlying telecommunications carrier suspends or restricts the corresponding upstream service, or where suspension is reasonably necessary to comply with applicable law, a regulatory direction, network security requirements or an emergency.

Maintenance and Service Interruptions

Cytrack or the underlying telecommunications carrier may undertake planned or emergency maintenance that may temporarily interrupt, suspend or degrade the Services.

Cytrack will use reasonable endeavours to provide prior notice of planned maintenance where reasonably practicable.

Emergency maintenance may be undertaken without prior notice where reasonably necessary to:

1. protect the telecommunications network;
2. maintain network integrity or security;
3. restore, preserve or protect the availability of the Services; or
4. comply with applicable law or regulatory requirements.

Planned or emergency maintenance undertaken in accordance with this clause does not constitute:

1. a breach of this Agreement; or
2. an Unplanned Outage for the purposes of any Service Level Target or Service Rebate.

Third Party Carrier Dependency

The Customer acknowledges that certain aspects of the Services depend upon facilities, infrastructure and services provided by underlying telecommunications carriers.

Cytrack will use reasonable endeavours to coordinate with the underlying telecommunications carrier to restore or maintain the Services but will not be liable for delays arising solely from the actions or omissions of the underlying telecommunications carrier beyond Cytrack’s reasonable control.

Change of Underlying Carrier

Cytrack may change, replace or migrate an underlying telecommunications carrier or network used to provide the Services where reasonably necessary for operational, commercial, regulatory or service continuity reasons. Cytrack will use reasonable endeavours to minimise disruption to the Customer and, where reasonably practicable, provide prior notice of any material change affecting the Customer’s use of the Services.

Where an underlying telecommunications carrier ceases or materially changes a service required for Cytrack to provide the Services, Cytrack may migrate the Customer to an equivalent or reasonably comparable service where available.

Caller Line Identification (CLI)

The Customer must provide the CLI of the A-party to the underlying telecommunications carrier on all calls. The Customer acknowledges and agrees that:

• if the User does not bar CLI in respect to calls transiting by the Service, when a call is made using the Service, the relevant telephone number may be sent automatically to the equipment of the called party;
• if a party calling a Cytrack hosted number has not barred their CLI from calls made from their equipment, the telephone number of the calling party may be displayed on the screen of the handset which receives the call, if the handset is technically capable of displaying CLI; and
• where a party calling a Cytrack hosted number has chosen to bar CLI, then, if requested by the Customer, the underlying telecommunications carrier will pass the CLI of the calling party to the Customer via the Service, and the Customer must comply with its obligations under the Act to ensure that the CLI remains barred before terminating the call to the User.

The Customer agrees to indemnify Cytrack against any loss, cost, damage, expense or liability arising from the Customer’s failure to comply with the requirements of this clause.

Call Attempts per Second (CAPS)

This Service is not suited for high Call Attempts per Second (CAPS) applications where there is a requirement for large volume of calls and channels.

To assist Cytrack to provision and supply the Service with adequate backend capacity, You must notify Cytrack if You are likely to have unusually high volume inbound call requirements particularly in areas outside the capital cities.

If, in Cytrack’s reasonable opinion, You are using or attempting to use the Service for a high CAPS application or other high trunk utilisation applications, Cytrack may request You to execute a Service Schedule for a more suitable service on different commercial terms, and if You fail to execute it within 10 business days of receiving Cytrack’s request, Cytrack may, without liability, cancel the Service.

Cancelling or porting DID numbers from a contiguous number block – Customer Obligations and Acknowledgments

Where Customer cancels or ports out a DID number from a contiguous number block Customer acknowledges and agrees that:

• the remaining numbers in the impacted contiguous number block will be re-provisioned to Customer as single DID numbers;
• services to all numbers in the impacted contiguous number block will be interrupted and/or delayed during the period of time it takes to re-provision the remaining numbers to Customer. Cytrack will try, but is not obliged, to notify Customer when the service interruption or delay commences and ends;
• it is Customer’s sole responsibility to notify Users of service interruptions or delays arising from or in relation to the cancellation or porting of numbers from a contiguous number block; and
• Cytrack is not responsible for any loss, cost, damage or expense arising directly or indirectly in relation to any delay or interruption of services caused by the cancellation or porting of DIDs from a contiguous number block.

Invoicing

Invoices will be provided on a monthly basis, with a calendar month billing cycle. Recurring charges will be invoiced in advance. Usage Charges will be invoiced in arrears. Other charges such as one off items or porting will be charged on submission.

Variation

Cytrack may vary charges at any time by giving the Customer twenty (20) working days’ notice before the rate change takes effect except in the case of international A-Z rates where Cytrack may vary the charges by giving five (5) days’ notice. Such notices will be sent via email to the Customer’s nominated address.

Wholesale Carrier Price Changes

Where an underlying telecommunications carrier increases the wholesale charges or imposes additional charges applicable to the Services, Cytrack may adjust the Charges for the affected Services by providing at least thirty (30) days written notice.

Any adjustment will be limited to the extent reasonably necessary to reflect the increased wholesale cost of supplying the relevant Service.

International Call Risk

Cytrack or the underlying telecommunications carrier may choose (but is not obliged) to block calls to certain international destinations for the purpose of minimising the risk of fraud. At the Customer’s request, Cytrack may request that the underlying telecommunications carrier unblock calls to those destinations, however neither Cytrack nor the underlying telecommunications carrier is obliged to do so. Approval may be conditional upon the Customer signing a further written agreement acknowledging the increased risk of fraud and accepting responsibility for all associated loss, cost, damage and expense in connection with calls made to those destinations, together with any other reasonable terms required by Cytrack.

For clarity, whether or not Cytrack or the underlying telecommunications carrier blocks, fails to block, or unblocks calls to certain international destinations, and whether or not the Customer is required to sign a further agreement acknowledging the increased risk, the Customer remains responsible for all Charges, whether or not the Customer has collected payment from Users and whether or not the Charges arise from unauthorised or fraudulent usage.

Acknowledgments

1. You acknowledge that the underlying telecommunications carrier’s network and each Access are not necessarily secure and that You transmit material over the Services at Your own risk.
2. You acknowledge that neither Cytrack nor the underlying telecommunications carrier supervises, edits or controls the nature, content or form of any material accessed, transmitted or received through the Services. Accordingly, neither Cytrack nor the underlying telecommunications carrier is responsible for the nature, content or form of such material, or for access to or use of that material.
3. You acknowledge that neither Cytrack nor the underlying telecommunications carrier warrants that any material transmitted or received by means of the Services will be transmitted or received accurately, completely or without delay.
4. To the maximum extent permitted by law, neither Cytrack nor the underlying telecommunications carrier makes any representation or warranty regarding:
   • the security, effectiveness or fitness for purpose of the underlying telecommunications carrier’s network;
   • the security of any Access; or
   • Your own network security.

   You must not make any claim against Cytrack arising from or relating to those matters.

Porting — Customer Responsibilities and Indemnity

The Customer must:

• for each port it requests, provide to Cytrack complete and accurate information as required by Law or as requested by Cytrack, which matches the data for that number held by the losing carrier;
• ensure that the service associated with the number to be ported will not be deactivated during the porting process;
• provide permission to port the telephone number including a PAF and other written consent or documentation as required by Law, before ordering the number port from Cytrack;
• provide to Cytrack on request a copy of the PAF and other written consent or documentation as may be required;
• provide Cytrack with information, assistance and cooperation as may be reasonably required for the Service; and
• where the Customer wishes to port numbers from the Service to a gaining carrier, the Customer must make arrangements directly with the gaining carrier. Cytrack may also require the following authorisations and acknowledgements:
  • You authorise Us to advise your Current Supplier that the Service is to be provided by Us in place of your Current Supplier’s service (“Transferred Service”) and to sign on your behalf and in your name, forms of authority to your Current Supplier to transfer the provision of the Transferred Service to Us.
  • If We request, you will give written instructions to your Current Supplier to transfer the Transferred Service to Us.
  • You will immediately pay to your Current Supplier all amounts owing for the Transferred Service including alteration of charges which your Current Supplier may demand up to the time of transfer of those accounts.
  • Within 7 days of Our request you will provide Us with a written list of all amounts which you presently owe to your Current Supplier for the Transferred Service and include details of any amounts which are in dispute between You and Your Current Supplier in relation to the Transferred Service.
  • You authorise Us to, at Our discretion, resolve all disputes between You and Your Current Supplier about charges owed by You to Your Current Supplier. You will settle all disputes with Your Current Supplier in accordance with such resolution and, at Our discretion, authorise Us to immediately pay your Current Supplier on Your behalf.
  • If We pay or credit any amount to Your Current Supplier on the Your behalf, then, You will indemnify and reimburse Us for that amount.
  • If Your Current Supplier credits Us with any amount concerning the Transferred Service, We will credit that amount to You.
  • If You apply to port geographic service numbers from the Transferred Service to the Service (a process commonly referred to as Local Number Portability), Cytrack does not warrant or guarantee the feasibility or success of such a port, or that numbers successfully ported to the Service will subsequently be capable of being ported to any Third Party Service Provider.
  • Cytrack undertakes to use reasonable endeavours and proper skill and care to port numbers to and from a Third Party Service Provider.
  • You agree to indemnify Us for any loss or damage suffered by Us as a result of You failing to obtain the authorities or acknowledgements listed in this clause.

Transferring the Service to a Third Party Service Provider:

If You request Us to transfer the Service to a Third Party Service Provider:

1. Without limitation to any other Cancellation Charge payable by You (if applicable), You remain liable to Us for the amount payable for the Service up to the time when We transfer those accounts to that Third Party Service Provider. Cytrack’s provision of the Service to You will cease when We transfer those accounts to the Third Party Service Provider;
2. We will bill You for the Services within the following billing period or as soon as those charges become apparent to Us;
3. We will credit You with any amount credited to Us by the Third Party Service Provider for the Service up to the date of transfer of those accounts to any Third Party Service Provider.
4. The Customer must pay to Cytrack on demand the amount of any loss, cost (including legal costs), damage, expense, Claim (including User claims and other third party claims) and any other liability, whether arising under contract, negligence or other tort, statute or otherwise, suffered or incurred by Cytrack, its Affiliates and contractors in connection with:
   • any User or third party claim arising directly or indirectly from a failure by the Customer to comply with its obligations related to porting;
   • loss of any pre-existing value added services associated with the number to be ported (e.g. broadband internet), arising from or in connection with porting, attempted porting, port reversal or emergency return;
   • interruption to services or features associated with the number to be ported arising from or in connection with porting, attempted porting, port reversal or port return; and
   • any charges invoiced by the losing carrier in respect of the port or the number to be ported including any service termination charges.

Customer Indemnity

To the extent permitted by law, the Customer indemnifies Cytrack against any loss, cost, damage, expense, liability, claim or charge incurred by Cytrack or imposed upon Cytrack by an underlying telecommunications carrier to the extent arising from:

1. the Customer’s or a User’s use or misuse of the Services;
2. unauthorised or fraudulent use of the Services attributable to the Customer or a User;
3. a breach by the Customer or a User of this Schedule, applicable law or an applicable carrier requirement; or
4. any act or omission of the Customer or a User,

except to the extent caused by Cytrack’s negligence, wilful misconduct or breach of this Agreement.

Carrier Equipment

Equipment supplied by Cytrack or an underlying telecommunications carrier in connection with the Services remains the property of its owner unless otherwise agreed in writing.

The Customer must:

1. take reasonable care of such equipment;
2. not interfere with, relocate or modify the equipment without Cytrack’s prior approval;
3. provide reasonable access for maintenance, repair, replacement or removal; and
4. return the equipment upon request following termination of the Service.
5. promptly notify Cytrack if the equipment is lost, stolen or damaged.

The Customer is liable for loss of or damage to such equipment beyond fair wear and tear.

Use of Numbers

You must use the numbers We supply to You solely for the purposes of terminating and originating calls over the Service. Numbers supplied by Us cannot be used as the originating caller line identification (“CLI”) on calls that do not traverse the Services or the underlying telecommunications carrier’s network.

Service Levels

The Service Level Targets for the Services are set out in Annexure B. Failure to achieve the Service Level Targets does not automatically entitle You to a rebate.

Sole Remedy

Unless otherwise required by law, where a Service supplied under this Schedule fails to meet the applicable Service Level Targets, any applicable Service Rebate available under this Schedule shall constitute the Customer’s sole remedy in respect of that failure.

Fault Reporting

All service faults must be reported to Cytrack.

Cytrack will manage communications and fault escalation with the underlying telecommunications carrier where required.

The Customer must not directly engage the underlying telecommunications carrier regarding the Service unless authorised by Cytrack.

Cytrack may require the Customer to undertake reasonable diagnostic testing before escalating a fault to the underlying telecommunications carrier.

Fair Use Policy

The Cytrack Fair Use Policy is available from this link

Annexure B Service Levels

Definitions in or incorporated in the Service Schedule that this Service Level Agreement forms part of, apply to this Service Level Agreement. In this Service Level Agreement, the following definitions also apply unless the context requires otherwise:

Attachment Access or Attachment Circuit and Access means a connection between a Customer and Our Network.

Interrupted Fault means a fault that renders a Service completely non-operational.

Metro means a location that is within the nearer of:

1. the local calling area; or
2. 50 kilometres of the GPO,

of Melbourne, Sydney, Brisbane, Adelaide, Perth or Canberra.

Non-Interrupted Fault means a fault where the affected Service is degraded but still operational.

Planned Outage means a period of time, as reasonably determined by Cytrack or the underlying telecommunications carrier, during which the supply of the Service may be interrupted for routine maintenance, upgrades or similar activities, after the Customer has been given reasonable prior notice.

Regional means a location that is neither Metro nor Rural.

Rural means a location that is greater than 250 kilometres from a town with a population of 10,000 or more people, as defined by the Australian Bureau of Statistics.

Service Restoration means the elapsed time during Standard Service Hours:

1. between the Customer reporting a fault to Cytrack and restoration of the Service; or
2. between the underlying telecommunications carrier responding to an alarm on the underlying telecommunications carrier’s network or an Attachment Access and restoration of the Service.

Service Restoration Targets means the periods of time outlined in clause 1.2(b)(ii) of Annexure B.

Standard Service Hours means those hours during which Cytrack’s support services and the underlying telecommunications carrier’s network monitoring and alarm surveillance systems are operational.

Service Attributes

The Service Attributes define the level of service that We are committed to delivering to You.

SERVICE ATTRIBUTE	ATTRIBUTE DEFINITION	SERVICE LEVEL COMMITMENT
1. Service Reception	Carrier available to answering a telephone call from Cytrack and logging information relevant to a fault or other details relevant to the service required.	Fault Reporting Faults may be reported to Cytrack 24 hours a day, 7 days a week using Cytrack’s nominated support channels. Faults received outside Standard Service Hours will be acknowledged and responded to in accordance with the Customer’s applicable support arrangements and the Service Level Targets set out in this Schedule. Billing and Provisioning Enquiries Service Reception is available between 0900 and 1730 AEST, Monday to Friday excluding public holidays observed at the Cytrack office responsible for providing the relevant support services.
2. Standard Service Hours	Those hours during which Cytrack’s support services are available and the underlying telecommunications carrier’s network monitoring and alarm surveillance systems are operational.	Service Reception is available between 0900 and 1730 AEST, Monday to Friday, excluding public holidays observed at the Cytrack office responsible for providing the relevant support services. Network monitoring and alarm surveillance by the underlying telecommunications carrier operates 24 hours a day, 7 days a week.
3. Fault Classification	All faults are classified by severity as: Interrupted Fault – Service is completely non-operational. Non-Interrupted Fault – Service is degraded but remains operational.	Cytrack will classify faults upon receipt of the fault report. Where a fault is escalated to the underlying telecommunications carrier, the fault classification may be confirmed or amended based on the carrier’s diagnosis.
4. Underlying Telecommunications Carrier Response Time	The elapsed time, during Standard Service Hours, between Cytrack reporting a fault to the underlying telecommunications carrier, or the underlying telecommunications carrier responding to an alarm on its network or an Attachment Access, and the underlying telecommunications carrier providing Cytrack with the fault classification, an initial diagnosis, and an estimated time to restore (where known).	Interrupted Faults: 0 to 60 minutes Non-Interrupted Faults: 4 hours
5. Updates provided by Cytrack on the status of reported faults.	Updates on the status of faults.	Interrupted Faults: Hourly Non-Interrupted Faults: On a significant event basis, or as otherwise agreed.
6. Planned Outage Notification	Notice of planned maintenance that may result in a planned interruption to the Service.	Cytrack will use reasonable endeavours to provide at least five (5) Business Days’ prior notice of planned maintenance by email or other reasonable means. Where emergency maintenance is required, Cytrack or the underlying telecommunications carrier will use reasonable endeavours to provide as much prior notice as is reasonably practicable.
7. Service Assurance	The Service Assurance Targets applicable to the Services.	Refer to the Assurance Targets set out below.

Assurance Targets

Availability Targets

The Availability Targets are outlined in Table 3 below.

1. Cytrack will use reasonable endeavours to achieve the Availability Targets.
2. Failure to achieve the Availability Targets does not of itself entitle the Customer to any remedy.

SIP Trunk

Availability Target 99.95%

Availability is calculated for each calendar month by subtracting the duration of any Unplanned Outages during the relevant month from the total Standard Service Hours for that month and expressing the result as a percentage of the total Standard Service Hours.

Service Restoration Targets

1. The Service Restoration Targets are outlined in Table 4 below.
2. Cytrack will use reasonable endeavours to work with the underlying telecommunications carrier to achieve the Service Restoration Targets.

	Underlying Telecommunications Carrier Infrastructure	Third Party Infrastructure	Over Internet
Interrupted Faults
Metro Note 1	4hrs	8hrs	4hrs
Regional Note 2	Next Business Day	Next Business Day	4hrs
Rural Note 3	N/A	Third Business Day	4hrs
Non-Interrupted Faults
Metro and Regional	Second Business Day	Fourth Business Day	Second Business Day

Service Restoration Targets are the elapsed time, during Standard Service Hours, between Cytrack reporting a fault to the underlying telecommunications carrier or the underlying telecommunications carrier responding to an alarm, and confirmation to Cytrack that the Service has been restored.

Notes:

1. A metropolitan area is defined as the local calling area of Melbourne, Sydney, Brisbane, Adelaide, Perth or Canberra, or within 50 km of the GPO of the nearest of those cities.
2. A regional area is any area that is not classified as metropolitan or rural.
3. A rural area is defined as a site located more than 250 km from a town with a population of 10,000 or more people, as defined by the Australian Bureau of Statistics.

Definitions

• ACMA means Australian Communications and Media Authority.
• Act means Telecommunications Act 1997 (Cth).
• Access means the physical connection provided as part of the Service that enables delivery of the Service. In respect of an Access Site, this means the underlying telecommunications carrier’s Wholesale Ethernet connection between the Service Demarcation Point at that Access Site and the underlying telecommunications carrier’s network, as described in the definition of Access above.
• Access Site means each physical site where the Service is delivered to You or an End User, as described in Access above (a).
• ACMA means the Australian Communications and Media Authority.
• Act means the Telecommunications Act 1997 (Cth)
• Business Day means a day on which banks (as defined in the Banking Act 1959 (Cth)) are open for general banking business in the Australian State or Territory in which the Cytrack office responsible for providing the relevant support services is located, excluding Saturdays and Sundays.
• Call Redirection means a feature of the Service that enables You or Your End Users to redirect calls incoming to the Service to an alternate phone number during times of Planned or Unplanned Outage.
• Charging Zone refers to, as per the National Numbering Plan, the geographic areas in which geographic numbers are available for use and assists in determining how specific calls originating within the Charging Zone are classified, e.g. local, national etc.
• CLI means Calling Line Identification.
• Complex Port means a port carried out via Complex / Category C Process which requires project management typically used to port complex telephone services (including ISDN and Fax Duet).
• Co-location Ethernet Site means an Access location that contains a multi-service edge device.
• CPE means Customer Premises Equipment.
• Customer Ethernet Site means an Access location that does not contain a multi-service edge device.
• Direct In Dial means a standard feature of the Service that enables callers to dial direct in to extensions within the customer organisation. Use of Direct In Dial requires a range of contiguous numbers to be assigned to the Service. The Direct In Dial feature can support either Your existing number range ported-in (“LNP”) from their previous carrier to the Service, or a new Cytrack number range. The availability of this feature is dependent on the CPE supporting the feature.
• Disaster Recovery Call Redirection means a feature of the Service which allows a Customer to identify those services which are critical to their business, which need to be redirected in the event of an emergency. The Customer is able to pre-define where calls are to be redirected and so it is possible to pre-engineer a redirection call plan, which may be activated rapidly within minutes of an authorised representative of You instructing Cytrack.
• Ethernet Multi-Service Access means the Ethernet Multi-Service Access interface type described in Access above.
• Ethernet Single-Service Access means the Ethernet Single-Service Access interface type described in Access above.
• Ethernet Trunk means the Ethernet Trunk interface type described in Access above.
• means the European Telecommunications Standards Institute.
• Extension Level Billing means an optional value-add feature of the Service for customers with in-dial that provides details of call charges for each extension.
• gaining carrier means the carrier or carriage service provider to which a telephone number has been or is to be ported.
• Gbps means Gigabits per second.
• Individual Service means a particular instance of a Service ordered under this Service Schedule.
• Installation Charge means a one-off Charge for labour, equipment, and associated cabling for initial installation of the Services.
• Installation Delay means where Cytrack delivers the Service after the expiry of the relevant Installation Lead Time.
• IP means Internet Protocol.
• IP PBX means an IP enabled private branch exchange
• ISDN means Integrated Services Digital Network.
• Kbps means Kilobits per second.
• Law means the Telecommunications Act 1997 (Cth), the LNP Code, the IPND Code, the Telecommunications (Emergency Call Service) Determination 2009 (or any replacement determination), and any other applicable law, regulation, legislative instrument, determination, industry code or industry standard applicable to the provision of the Services.
• Local Number Portability (LNP) means the process by which Customer transfers geographic phone numbers from one carrier to another.
• Main Billing Number means, in the case of billing under a single number, a particular number nominated by the Customer from the in-dial range that the underlying telecommunications carrier’s switching platform is to use in all call charge records. The single number nominated is usually Customer’s listed directory number. Billing under a Main Billing Number represents an optional alternative to Extension Level Billing.
• Mbps means Megabits per second.
• Monthly Recurring Charges means Charges applied on a monthly recurring basis for the Service.
• National Numbering Plan means the number plan developed by the ACMA pursuant to the Act which requires the ACMA to make a plan for:
  • the numbering of carriage services in Australia; and
  • the use of numbers in connection with the supply of such services.
• NTU means Network Termination Unit.
• NTU Specifications Document means the document known as “PMR 09 002 Cytrack Wholesale and Business – Access – NTU Specifications” and available upon request by Customer.
• PBX means a private branch exchange.
• Planned Outage means a period of time, as reasonably determined by Cytrack or the underlying telecommunications carrier, during which the supply of the Services may be interrupted for routine maintenance, upgrades or other similar activities, following reasonable prior notice to the Customer where practicable.
• Porting Authority Form means an authorisation from the Customer to port the Customer’s service number(s) from the Current Supplier’s network to the Service, in such form as provided or approved by Cytrack.
• PRI means Primary Rate Interface
• PRI Trunk means a Primary Rate Access (“PRA”) digital link designed to connect to the underlying telecommunications carrier’s gateway controllers or other suitable CPE that can be used to originate and terminate calls. Each PRA connection provides up to 30 trunk lines capable of supporting switched voice or switched data calls, encoded into a single 2 Mbps (E1) digital stream. They are provisioned to conform to the ETSI ISDN Primary Rate Access standards.
• Service Commencement Date means the earlier of:
  • the date on which Cytrack first notifies Customer that the Service is ready for use; and
  • the date on which Customer first uses the Service.
• SIP means Session Initiation Protocol. Your CPE should be configured so that UDP (User Datagram Protocol) Port 5060 is used for SIP signalling.
• SIP Gateway Device means a device located at an Access Site that enables SIP connectivity.
• Third Party Service Provider means a carrier (as defined in the Act), carriage service provider (as defined in the Act) or an equipment supplier..
• Unconditioned Local Loop Service or ULLS has the same meaning as that contained in the register of declared services maintained by the ACCC pursuant to section 152AQ of the Competition and Consumer Act 2010 (Cth).
• Unplanned Outage means any interruption to the Service other than a Planned Outage.
• Usage Based Charges means charges calculated based on the type of call and duration, and may consist of one or more of the following components:
  • Call connection fee — one off per call connection.
  • Call rate — the call rate is charged on a per second basis determined by the type of call; local, long distance inter-capital, long distance other, fixed to mobile or international rates per destination.
  • Virtual Local Area Networks or VLANs means a method of creating independent logical networks within a physical network.