Internet Definition

The purpose of this document is to provide a definition and scope of the Internet Service we provide.

(1) Internet Service
We define an Internet Connection as a single designated physical port on the Optical Network Termination Unit (NTU) which is ordinarily located in your garage, that when connected to, provides access to resources and services available on the Internet. This location is commonly and interchangably referred to as the "Network Boundary Point", "Line of Demarcation", or "Demarc Point". This location also forms the boundary of where our responsibility as a Service Provider ends.

(2) Service Availability
Where Clublinks Telecommunications makes representations of expected service availability, we refer your Internet Service as defined in (1) Internet Service

(3) Service Speeds
Where we make representations about Internet Service connection speeds, any figures or benchmarks provided are to be understood as a maximum possible measure of speed and are not indicative of a minimum guaranteed speed, or that this speed will be available at all times. Where we refer to Connection Speeds, we mean your Internet Service as defined in (1) Internet Service.

(4) Customer Equipment
Where we refer to "Customer Equipment" or "Customer Premises Equipment (CPE)" we mean any equipment or infrastructure which physically occurs after the Network Boundary Point as defined in (1) Internet Service, which falls exclusively within the ownership and/or responsibility of the customer to manage, maintain, repair or replace..

Customer Equipment includes, but is not limited to;

  • Internet connected devices such as; Computers, Tablet PCs, Mobile Phones, and Smart TVs.
  • Peripheral computing devices such as; Printers, Scanners, and External Drives.
  • Customer Network Equipment such as; Routers, Switches, and Wireless Extenders.
  • Electrical Sockets and Electrical Supply to the property.
  • Batteries
  • Cabling and infrastructure which are part of the property, such as the cabling which runs through walls.
  • Private Network Connections which can be either cabled or wireless connections that exist within your property, that provide connection between your devices and the Internet Service we provide, as defined in (1) Internet Service.
(5) Service Equipment
Where we refer to "Service Equipment" we mean any equipment or infrastructure which< provides the functionality to deliver your Internet Service, as defined in (1) Internet Service.

This includes;

  • Fibre Optic cabling installed by Clublinks Telecommunications or its authorised third party vendors.
  • Fibre Optic NTU devices installed by Clublinks Telecommunications or its authorised third party vendors.
(6) External Networks
The Internet by its nature is a large number of interconnected networks which transport data traffic from an origin to a destination. This transport occurs by sending data traffic via a number of privately owned networks which fall outside the control of Clublinks Telecommunications. On occasion, for a number of reasons such as planned or unplanned outages and malicious activity, networks which exist between Clublinks Telecommunications and your intended destination may experience outages or service limitations which can result in your attempts to access specific websites or services being reduced in speed or not accessible.

(7) Service Responsibilities
We are responsible for ensuring the correct operation of your Internet Service as defined in (1) Internet Service except where;

  • There is physical damage to our Service Equipment, as defined in (5) Service Equipment
  • where the damage was not caused by Clublinks Telecommunications, or a vendor we have authorised to perform works on our Service Equipment.
  • The fault is outside of our control, such as existing within an External Network as defined in (6) External Networks.
  • The fault or disruption is caused by an outage, fault or other irregularity in the mains power supply.
  • The fault or disruption is caused by an act of criminality or terrorism.
  • The fault or disruption is caused by an act of god.
Where a fault or disruption is caused by Physical Damage to the Service Equipment we have installed in your premises, you may be required to contribute some or all of the cost of any rectification works to restore service functionality.

(8) Customer Equipment Faults
A "Customer Equipment Fault" means any technical difficulty experienced with equipment or infrastructure as defined in (4) Customer Equipment which is not a fault with the Internet Service as defined in (1) Internet Service and falls outside the responsibility of Clublinks Telecommunications as a Service Provider.

(9) Repairing Customer Equipment Faults
In the event that Clublinks Telecommunications are engaged by you to perform rectification works on Customer Equipment Faults as defined in (8) Customer Equipment Faults you will be charged on a time and materials basis, which incorporates a minimum one hour attendance fee.

Where Clublinks Telecommunications installs or replaces equipment, this will be covered by a twelve (12) month warranty.

Where the Customer Equipment Difficulty pertains to assistance with a non-physical connection medium and uses a part of the frequency spectrum that does not require licensing with the Australian Communications and Media Authority (ACMA) and can be considered "Open Public Use", Clublinks Telecommunications cannot make any guarantee of success with regard to rectifications works, or that should rectification works prove successful, that you will continue without fault or difficulty going forward.

Some examples of non-physical connection mediums, which can be considered "Open Public Use" include, but are not limited to;

  • Wireless Networking (also referred to as "WiFi")
  • Bluetooth
  • Infrared
In the event that we are unable to assist you with a Customer Equipment Fault we may refer you onward to a third party for further assistance, in this case it should be considered that any products or services provided by the third party to you are independent of Clublinks Telecommunications, and constitute a direct relationship between you and that vendor. This includes any warranties, guarantees and/or future support in relation to that product or service.

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