1. General

This Critical Information Summary is for the Broadband Internet Service(s) which forms part of the Service Order that You have accepted and is to be read in conjunction with the Smash General Terms and Conditions.

1.1 Service Description

Smash Connectivity is a broadband access service that utilises NBN’s Multi-Technology Mix (MTM) (visit https://www.nbnco.com.au/learn/network-technology for more information), NBN Ethernet Enterprise (EE) (visit https://www.nbnco.com.au/campaigns/business-fibre for more information), Carrier Direct Fibre (dedicated fibre connection with high QoS/CoS) and Fixed Wireless (Directional antenna, install at site with high QoS) to connect to the internet.  

1.2 Features of the Service

Unlimited internet data allowance (Smash Fair Use Policy applies), Asymmetrical & Symmetrical speeds, Quality of Service (QoS) options, Low & High Class of Service (CoS) (visit https://www.nbnco.com.au/business/product-and-technical-information/enterprise-ethernet/speed for more information), enhanced SLA and Static IP. Refer to Your Service Order for details on the Service type provided.

1.3 Availability and Requirements

(a)  Service availability is only enabled in NBN footprint/zones and select Carrier on-net buildings. The Service type supplied to Your site has been pre-qualified by the Smash Service address qualification tool and detailed in Your Service Order. Note additional charges may apply for installation of NBN, NBN EE, Carrier Direct Fibre and Fixed Wireless, refer to the Notes in Your Service Order or consultant Smash for more information.

(b)  If Smash is not supplying the Customer Premise Equipment (CPE), it is Your responsibility to install compatible CPE, such as the modem, router, WiFi access points or firewall and it is managed by You.

1.4 Service Uptime & Restoration

(a) NBN TC4 (MTM service) is classed as ‘best effort’ with targeted restoration times of 3-5 business days (visit https://www.nbnco.com.au/business/product-and-technical-information/nbn-ethernet/traffic-class-4 for more information). Enhanced SLA is available for faster restorations times, refer to the Notes in Your Service Order or consultant Smash for more information.

(b) NBN EE, Carrier Direct Fibre and Fixed Wireless provide a 99.95% uptime availability with standard restoration time of 5pm the next business day. Enhanced SLA is available for faster restorations times, refer to the Notes in Your Service Order or consultant Smash for more information.

1.5 Billing

Your 1^st invoice will generally include Service installation, CPE charges (if applicable) and the ongoing monthly charges for the month ahead. Subsequent monthly Service charges are in advance which cover You for the month ahead. Excess data usage (if applicable) is charged in the rears which cover You for the data usage from the previous month.  Subsequent invoices are issued on, around the 20^th of each month and are paid by credit card, direct debit or EFT. Note Your card credit or bank account for direct debit will be debited in this period.

1.6 Other Information

For any questions regarding a new installation, an existing Service or Your bill, call us on 1800 762 741.

Download Critical Information Summary – Broadband Internet Service