You must provide first level help desk support to your End Users. You must manage your user credentials (logins and passwords) and undertake initial fault diagnostics before reporting problems to our Enterprise Mobile Broadband Plus Service Desk.
You must appoint a person in your organisation (a Trusted Customer Officer) to be your point of contact with our Enterprise Mobile Broadband Plus Service Desk.
If your help desk is unable to resolve a problem and determines the problem to be an Enterprise Mobile Broadband Plus problem, your Trusted Customer Officer may contact our Enterprise Mobile Broadband Plus Service Desk on 1800 467 889 (available 24 hours per day, 7 days per week).
Only your Trusted Customer Officer may report a fault to our Enterprise Mobile Broadband Plus Service Desk. Your Trusted Customer Officer will need to quote the Enterprise Mobile Broadband Plus Full National Number FNN (of format N1234567R) or the Full National Number of any affected Enterprise Mobile Broadband Plus Dial-up service, and should be prepared to answer the following questions:
Is there a problem accessing or using a portal (IP Solutions Portal)?
Has the Enterprise Mobile Broadband Plus service worked before (ie is this a newly commissioned service)?
How many End Users are affected?
What error code is the End User getting on the client connection log?
What type(s) of access service is being used and where is the End User?
Is the End User experiencing data/speed issues?
If the access service is supplied by a provider other than us, who is the supplier of the access service?
Service Level Assurances when using Enterprise Mobile Broadband Plus service on the iPass Global Roaming Footprint
Our Enterprise Mobile Broadband Plus Service Desk will perform an analysis of your problem and if the problem is identified to relate to the iPass Global Roaming Footprint; and
if the problem is identified to be within the Enterprise Mobile Broadband transaction centre and our NetServer that will allow you access to the Enterprise Mobile Broadband Plus service in Australia (“Domestic Enterprise Mobile Broadband Plus Core Service”), the following service levels will apply.
Service
Response Target
Restoration Target
Maintenance Coverage Period
Domestic Enterprise Mobile Broadband Plus Core Service
60 min
12 hours
24 hours per day, 7 days per week (including public holidays)
if the problem is identified to be within an access service provided by us then the service levels described above for that service will apply.
if the problem is identified to be within an access service provided by a service provider other than us, it will be your responsibility to contact that provider. We are not responsible for access services not provided by us.
Our Response Time is the period commencing when a valid service fault report is received by our IP Services help desk in accordance with clause 20.73 above and ending on the first to occur of:
when we tell you that a site visit is required; or
when one of our representatives attends the site,
excluding time outside the Maintenance Coverage Period.
After our Enterprise Mobile Broadband Plus Service Desk receives a valid fault report in accordance with clause 20.73 above, we will analyse the fault condition and notify you as to what Restoration Target will apply. Our Restoration Time is the period commencing with this notification and ending on the first to occur of:
a temporary repair is performed which allows the service to be used,
excluding time outside the Maintenance Coverage Period
All performance service levels are indicative of our targets only.
Success Rate when using Enterprise Mobile Broadband Plus service on the iPass Global Roaming Footprint
The Success Rate indicates the proportion of access attempts to the Enterprise Mobile Broadband Plus service on the iPass Global Roaming Footprint that were successful in a given month. We aim for the Actual Success Rate to meet or exceed our Success Rate Target.
where:
(a) Successful Connections means the number of your End Users' connections to Enterprise Mobile Broadband Plus access points on the iPass Global Roaming Footprint that were successful in a given month.
