O draft [NO.]: [Date] Marked to show changes from draft [No.]: [Date] ur Customer Terms Page of

Telstra aims to meet the provisioning service levels, service assurance levels and the target success rate for your service. You acknowledge that Telstra's service levels, service assurance levels and the target success rate are targets only and Telstra will not be responsible for failing to meet them.

32. The target provisioning time for an Enterprise account is 28 business days from Telstra's acceptance of your order. Telstra will not accept an order until you have provided all information reasonably required by Telstra to assess the order. Telstra will supply you with provisioning times for moves, adds and changes to your Global Wi-Fi service upon request.

33. Telstra's target provisioning time starts on the date Telstra accepts your order and ends on the completion of provisioning.

34. Telstra's target provisioning times are indicative only. Telstra aims to meet the target provisioning times but is not required to do so.

35. 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 Telstra's Global Wi-Fi Service Desk.

36. You must appoint a person in your organisation (a Trusted Customer Officer) to be your point of contact with Telstra's Global Wi-Fi Service Desk.

37. If your help desk is unable to resolve a problem and determines the problem to be a Global Wi-Fi problem, your Trusted Customer Officer may contact Telstra's Global Wi-Fi Service Desk on globalwifi@team.telstra.com (available 24 hours per day, 7 days per week). Alternatively your helpdesk can contact 1800 699 434. Calls from overseas can be made to this number by inserting the international number prefix +61 1800 699 434. Charges apply when calling from overseas.

38. Only your Trusted Customer Officer may report a fault to Telstra's Global Wi-Fi Service Desk. Your Trusted Customer Officer should be prepared to answer the following questions:

1. 
   Is there a problem accessing or using the online portal?
   
2. 
   Has the Global Wi-Fi service worked before (ie is this a newly commissioned service)?
   
3. 
   How many End Users are affected?
   
4. 
   What error code is the End User getting on the client connection log?
   
5. 
   What type(s) of access service is being used and where is the End User?
   
6. 
   Is the End User experiencing data/speed issues?
   
7. 
   If the access service is supplied by a provider other than Telstra, who is the supplier of the access service?
   

39. Telstra's Global Wi-Fi Service Desk will perform an analysis of your problem and if the problem is identified to relate to the Global Roaming Footprint; and

1. 
   if the problem is identified to be within the core systems managed by iPass (“Global Wi-Fi Core Systems”), the following service levels will apply.
   

Service	Response Target	Restoration Target	Maintenance Coverage Period
Global Wi-Fi Core Systems	120 min	12 hours	24 hours per day, 7 days per week (including public holidays)

1. 
   if the problem is identified to be within an access service provided by Telstra then the service levels described above for that service will apply.
   
2. 
   if the problem is identified to be within an access service provided by a service provider other than Telstra, it will be your responsibility to contact that provider. Telstra is not responsible for access services not provided by Telstra.
   

40. Telstra's Response Time is the period commencing when a valid service fault report is received by Telstra's Global Wi-Fi Service Desk and ending when Telstra tells you that work has commenced to identify the fault;

41. After Telstra's Global Wi-Fi Service Desk receives a valid fault report, Telstra will analyse the fault condition and notify you as to what Restoration Target will apply. Telstra's Restoration Time is the period commencing with this notification and ending on the first to occur of:

1. 
   the service is returned to full working order; or
   
2. 
   a temporary repair is performed which allows the service to be used,
   

42. All performance service levels are indicative targets only.

43. In addition to the definitions in clause 35.3, in this Telstra Global Wi-Fi Terms of Use section, the following words have the following special meanings:

Service means, for the purpose of these Terms of Use, iPass proprietary remote Internet access service that permits users to connect to and use the Internet via points of presence which is supplied to you by Telstra as part of the Global Wi-Fi service.

Software means the Client Software and Server Software.

Update means an updated, revised, or enhanced version of the Software that Telstra or iPass may make available to you from time to time.

44. 
    
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