Managed Services: Network Device Management

Router Management		Standard	Advanced	Add On: Basic Device Management - Standard
Monthly Charge 12 month term
Monthly Charge		$160 per managed device	$200 per managed device	$99
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Standard Router Management: ITIL inspired pro-active Network Device Management for nominated small and medium capacity, standard complexity routers. The router classification is predetermined by the router capability (lower than 1Gbps throughput, or able to deliver less than 1000 concurrent VPN tunnels). Advanced Router Management: ITIL inspired pro-active Network Device Management for nominated high capacity and high complexity routers. The router classification is predetermined by the router capability (1Gbps or higher throughput, or able to deliver 1000 or more concurrent VPN tunnels). Business Hours Support: 8:30AM to 5PM Monday to Friday (excluding public holidays at the relevant site) Service Elements: Remote management setup, configuration, & testing Monitoring & Alerting Service Ticket Management Incident Management Monthly Service Reporting Service Asset & Configuration Management Patch Management Service Improvement
What's Not Included		Items not listed as included above or in the Service Description are not included in the Service Minimum Cost and will incur extra costs. Examples of additional services and devices not included are: Devices: The Service Minimum Cost does not include device supply and installation, cabling, or any other underlying device-specific licences, equipment or infrastructure unless explicitly specified in our agreement with you. Work outside standard packages: Additional work, including out of hours work, are not included as part of the package Service Deliverables (to meet your specific requirements) Site visit or non-Metro site visits: See Other Fees below. Before we perform any service outside standard included Service Deliverables for the management service, we will provide a quotation for the non-standard services for your confirmation.
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		Not applicable
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Minimum Monthly Cost		Standard Router Management is $160 or Advanced Router Management is $200

Standard	Advanced	Add On: Basic Device Management - Standard
Monthly Charge
$160 per managed device	$200 per managed device	$99

What's Included?

Standard Router Management:

ITIL inspired pro-active Network Device Management for nominated small and medium capacity, standard complexity routers. The router classification is predetermined by the router capability (lower than 1Gbps throughput, or able to deliver less than 1000 concurrent VPN tunnels).

Advanced Router Management:

ITIL inspired pro-active Network Device Management for nominated high capacity and high complexity routers. The router classification is predetermined by the router capability (1Gbps or higher throughput, or able to deliver 1000 or more concurrent VPN tunnels).

Business Hours Support:

8:30AM to 5PM Monday to Friday

(excluding public holidays at the relevant site)

Service Elements:

Remote management setup, configuration, & testing
Monitoring & Alerting
Service Ticket Management
Incident Management
Monthly Service Reporting
Service Asset & Configuration Management
Patch Management
Service Improvement

What's Not Included

Items not listed as included above or in the Service Description are not included in the Service Minimum Cost and will incur extra costs.

Examples of additional services and devices not included are:

Devices: The Service Minimum Cost does not include device supply and installation, cabling, or any other underlying device-specific licences, equipment or infrastructure unless explicitly specified in our agreement with you.
Work outside standard packages: Additional work, including out of hours work, are not included as part of the package Service Deliverables (to meet your specific requirements)
Site visit or non-Metro site visits: See Other Fees below. Before we perform any service outside standard included Service Deliverables for the management service, we will provide a quotation for the non-standard services for your confirmation.

Maximum Early Termination Charges (ETC)
Not applicable

Minimum Monthly Cost
Standard Router Management is $160 or Advanced Router Management is $200

Switch Management		Standard	Extended Hours	Extended Hours
Monthly Charge 12 month term
Monthly Charge		$30 monthly per managed device	$20	$20
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		ITIL inspired, pro-active Network Device Management for nominated small and medium capacity, standard complexity network switches. Local Business Hours Support is standard unless Extended Hours Support add-on is selected. Service Elements are as per Router Management.
What's Not Included
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		Not Applicable
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Minimum Monthly Cost		Standard Switch Management is $30

Standard	Extended Hours	Extended Hours
Monthly Charge
$30 monthly per managed device	$20	$20

What's Included?

ITIL inspired, pro-active Network Device Management for nominated small and medium capacity, standard complexity network switches.

Local Business Hours Support is standard unless Extended Hours Support add-on is selected.

Service Elements are as per Router Management.

Maximum Early Termination Charges (ETC)

Not Applicable

Standard	Extended Hours	Extended Hours
Minimum Monthly Cost
Standard Switch Management is $30

Access Point Management		Standard
Monthly Charge 12 month term
Monthly Charge		$30 monthly per device	$10	$10
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		ITIL inspired Network Device Management for nominated small and medium capacity, standard complexity network access points. Local Business Hours Support is standard unless Extended Hours Support add-on is selected Service Elements are as per Router Management.
What's Not Included
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		Not applicable
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Minimum Monthly Cost		Standard Access Point Management is $30

Standard
Monthly Charge
$30 monthly per device	$10	$10

What's Included?

ITIL inspired Network Device Management for nominated small and medium capacity, standard complexity network access points.

Local Business Hours Support is standard unless Extended Hours Support add-on is selected

Service Elements are as per Router Management.

Maximum Early Termination Charges (ETC)

Not applicable

Standard
Minimum Monthly Cost
Standard Access Point Management is $30

Add-On: Extended Hours Support		Extended Hours support is only available at selected locations
Monthly Charge 12 month term
Monthly Charge		$55 monthly per managed device
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Extending Helpdesk support hours to 8:30AM to 8PM Monday to Friday + Saturday 9AM to 12PM (excluding public holidays at the relevant site)
What's Not Included
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		Not Applicable
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Minimum Monthly Cost		Extended Business Hours is $55 per managed device

Extended Hours support is only available at selected locations
Monthly Charge
$55 monthly per managed device

Extended Hours support is only available at selected locations
What's Included?
Extending Helpdesk support hours to 8:30AM to 8PM Monday to Friday + Saturday 9AM to 12PM (excluding public holidays at the relevant site)

Extended Hours support is only available at selected locations
Maximum Early Termination Charges (ETC)
Not Applicable

Extended Hours support is only available at selected locations
Minimum Monthly Cost
Extended Business Hours is $55 per managed device

Information about the service

The Network Device Management service provides remote device management and support, internet connectivity monitoring and internet connectivity and device status alerting for your business networking infrastructure. The service is delivered by approved Telstra Partners and is suitable for use with remote management capable networking devices, such as current model; routers, switches and Wi-Fi access points. The service also includes a service desk with various support options.

Eligibility

You are eligible to order this service if:

you are a Telstra business customer with an ABN; and
your network device was purchased from Telstra and passed a hardware assessment
you need ten or fewer network devices managed
your connectivity carrier must be Telstra
you meet Telstra's technical and other requirements, as updated from time to time
you acknowledge and agree that extended Business hours support is only available at certain locations.

Information about pricing

Refer to the Plan Cost table. 12, 24 and 36 month contracts are available.

Call out Fees

Onsite service is not included. This is a remote service only. Onsite service can be purchased separately.

Complex Service

Outside Package inclusions: Price on Application

Bill payment charges

Fees and charges may apply for bill delivery and payment of your invoice, depending on the method.

We do have fee free options available - more information is available at:

Personal: telstra.com/payment-fees

Business: telstra.com/fees-on-payment-methods

Fair Use Policy

Use of this service is governed by a fair use policy, which deals with excessive use. For further details visit telstra.com.au/customer-terms/business-government

Understanding my bill

You’re billed in advance for the minimum monthly charge, and in arrears for any usage not included in your plan. Your first bill will be higher if you start your plan part way through a billing period.

If your account number is 13 characters long, or you only have a mobile service with us, you will be billed in advance. If you do not fit this criteria, you will be billed in arrears.

Need help? We're here for you

Please visit telstra.com.au/contact-us us if you have questions about your offer, technical support, service or connection. Alternatively, you can call us on 13 22 00 or 1800 808 981 (TTY). To report technical issues while overseas, you can call our 24/7 International Roaming Helpdesk on +61 439 12 5109.

Complaints or disputes

If you have a problem or complaint about your service, go to telstra.com/complaints where you'll find full contact details and information about how to resolve it.

Further investigation

If you can't resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information, visit tio.com.au/about-us/contact-us

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