Critical Information Summary
Sky Muster™ Plus Plans
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Traffic Profiles & Shaping Policy
Your network traffic is profiled and speed limited (shaped) by nbn co according to its
shaping policy and three traffic profiles. Any of your traffic that does not match one of
the traffic profiles (Metered Content) will be counted against your Peak Data
Allowance during Peak Hours (4:00 pm to 12:00 am) and your Off-Peak
Data Allowance during Off-Peak Hours (12:00 am to 4:00 pm).
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If you exceed your Peak Data Allowance, Metered Content will be shaped to
512/256 kbps during Peak Hours until the end of the calendar month. The service must
not be used to exceed the Peak Data Allowance by more than 30 GB each calendar
month.
If you exceed your Off-Peak Data Allowance, Metered Content will be shaped to
2048/512 kbps during Off-Peak Hours until the end of the calendar month. The
service must not be used to exceed the Off-Peak Data Allowance by more than 30 GB
each calendar month.
Traffic that matches Profile 1 (“Basic Web Content”) is not shaped at any time but the
service must not be used for excessive, automated downloads of such content. This
profile includes text and images but excludes audio, video, peer to peer, file sharing and
cloud storage content.
Traffic that matches Profile 2 (“Email”) is not shaped at any time but the service must
not be used to routinely transfer emails larger than 20 MB.
Traffic that matches Profile 3 (“Operating System Updates”) is not shaped at any time
but the service must not be used to update more than twenty devices per calendar
month. This profile only includes updates for certain operating systems on mobile
phones and personal computers.
The three traffic profiles and shaping policy are governed by nbn co, not Norfolk Island
Data Services, and the policy may change from time to time. nbn co may start shaping
“Operating System Updates” to 256 kbps between 7:00 pm and 11:00 pm. We will
notify you in advance of such changes. VPN or other inscrutable traffic: will not match
any of the above profiles; will be classed by nbn co as Metered Content; and will be
counted against one of your data allowances.
If you believe that some of your traffic is being erroneously classed as Metered
Content, we can, on your behalf, ask nbn co to investigate its profiles. We do not
guarantee that your particular web, email or operating system update traffic will be
matched by one of nbn co’s profiles or that nbn co will update its profiles to match your
particular traffic or operating system.
Peak Hours, Off-Peak Hours and other periods are defined by nbn co and apply to the
time zone in which your service is located.
Plan Changes
You may change your plan once per calendar month, effective at the start of the next
calendar month. We do not charge plan change fees.
Data Blocks
Data Blocks aren’t available yet so they cannot be used to increase your Peak or Off-
Peak Data Allowance nor can they be used to remove speed limiting that nbn co may
apply to Metered Content for your service.
Data Usage
Your data-usage notifications will be emailed to your nominated email address when
your data usage reaches certain limits, 50%, 85% and 100%. You can also contact us at
any time to check on your usage.
Data Speeds
All Sky Muster™ Plus services are supplied by nbn co with the same bandwidth profile.
Under certain conditions on the nbn™ network, some services may be able to burst
above the Peak Information Rate of 25/5 Mbps. If the satellite modem at your
premises is used to supply multiple services, its maximum aggregate throughput limit
of 60/20 Mbps may affect the ability of the supplied services to achieve maximum
speed simultaneously.
Neither the Peak Information Rate, burst feature, the speed limit (when shaped) or the
maximum aggregate bandwidth (of the modem) indicate what data speed your service
will typically achieve. They are just descriptions of the limitations of the layer 2
network used to supply service on nbn co’s network. Networking overheads mean that
the (layer 3) data speed that can be achieved by your service will always be lower than
the layer 2 limitations of the network.
A range of factors can affect the speed of your service, including congestion on the
nbn™ network. The actual effect of these may not be ascertained until after the service
is activated.
Fair Use
Under nbn co's Fair Use Policy, services must not be used to connect neighbouring
premises; support carrier or service provider data aggregation applications that result
in substantial and continuous network throughput; support a carrier or service
provider interconnection; bypass the application of shaping by being disconnected and
reactivated; or match a traffic profile not intended by nbn co. Network bonding or load
sharing of multiple services is forbidden by nbn co.
Rule violations may lead to lead to nbn co deprioritising your traffic, negatively
affecting your data speed, or Norfolk Island Data Services suspending your service.
Satellite Latency
Certain online games and other highly-interactive software (for example, share trading
and live streaming) which require a low network-latency to operate are known to
perform poorly, or not at all, on broadband services that are supplied via a
geostationary satellite. Therefore we deem the service as unsuitable for those
purposes.
Priority Assistance
If you have a life-threatening medical condition or live with someone that does, please
seek an alternatve type of service that supports Priority Assistance. No nbn™
Sky Muster™ Plus service supports Priority Assistance.
Power Outages
nbn co does not offer a battery backup service. Therefore, during mains power
disruptions, you will not be able to use your service or make emergency phone calls
with it.
Customer Service
Customer service can be contacted on +6723 22427. Alternative contact details and
opening hours can be found at https://www.norfolkislanddataservices.com.
Customer Complaints
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If you’re not happy with your broadband service, you may wish to raise a complaint via
the Customer Complaint Resolution Process which can be found at
https://www.norfolkislanddataservices.com .
Industry Ombudsman
In the unlikely event that you’re still not happy after following the process above, you
may wish to refer your complaint to the Telecommunications Industry Ombudsman.
The ombudsman can be contacted on 1800 062 058 and alternative contact details can
be found at https://www.tio.com.au/.
Connecting Equipment
nbn co retains ownership of any Connecting Equipment it installs to connect your
premises to its network. For example, the satellite dish, modem, power supply and
coaxial cabling.
Bundling
The offer does not depend on bundling with other services.
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Critical Information Summary
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Skymuster Plus Premium Plan SMPUL100
Service Description
Our Norfolk Island Data SMPUL100 Plan provides an nbn
Sky Muster Plus Premium service with uncapped
data usage for all types of traffic and all times of
the day, and burst speeds up to 100/10 Mbps. For
example, unlike with regular Sky Muster Plus
services, streaming video traffic is uncapped
during peak hours.
Both the minimum and maximum monthly charge
payable is $100.00.
The minimum term is 30 days. There is no early
termination fee. You may request to terminate
your service with at least 30 days’ notice. A prorata
invoice will be raised to cover any days in the
30-day period which fall after the end of the
current Billing Period.
Plan Changes
You may change your plan up to once per
calendar month, effective at the start of the next
month. We do not charge plan change fees.
Data Usage
Your usage is uncapped at all times of the day but, for
informational purposes, it is divided into peak and
off-peak periods. Peak Hours are defined by
nbn co as 4:00 pm to Midnight, based on the local
time zone of your service location. Similarly, Offpeak
Hours are from Midnight to 4:00 pm.
Data Speeds
All nbn Sky Muster Plus services are designed to
deliver a baseline access rate of 25/5 Mbps at
least once per day and nbn co will investigate
otherwise. Your service may burst above this rate,
up to 100/10 Mbps, from time to time where
network conditions allow.
If the nbn modem at your premises is used by
multiple nbn satellite services at the same time, its
maximum aggregate throughput limit of
100/20 Mbps will be shared between those
services, potentially limiting the Data Speed of
each service.
Neither the access rate, burst feature or maximum
aggregate throughput indicate what Data Speed
your service will typically achieve during busy
periods. These are merely descriptions of layer 2
network limitations that affect your service.
Networking overheads imply that your layer 3
speed test results will always be less than the
layer 2 network limitations.
nbn co cannot guarantee any specific burst speed
or that your service will exceed the baseline rate
during any given period. Numerous factors, such
as the available capacity on the nbn network, can
impact your Data Speed. The actual effects may
only be determined after your service is activated.
Fair Use Policy
All nbn Sky Muster Plus services must adhere to
nbn co’s fair use rules, which can change from
time to time.
Services must not be used for excessive
automated polling, refreshing or scraping of
websites or to: routinely transfer emails larger
than 20 MB; download updates for more than
twenty devices during a calendar month; connect
neighbouring premises; support carrier or service
provider data aggregation applications that result
in substantial and continuous network throughput;
support a carrier or service provider
interconnection; bypass the application of shaping
by being disconnected and reactivated; or match
a traffic profile not intended by nbn co.
Network bonding or load sharing of multiple
services is prohibited by nbn co.
Violations may result to Service Reductions (for
example, traffic de-prioritisation) by nbn co,
affecting Data Speed, or Norfolk Island Data Services suspending
your service. Service Reductions applied by
nbn co cannot be removed by purchasing Data
Blocks.
Shaping Policy
nbn co reserves the right to shape certain types of
traffic (profiles) to 256 kbps from time to time in
order to protect its network. Profile 1 may be
shaped during Off-peak Hours and includes
streaming video and any type of content
accessed via a VPN. Profile 2 may be shaped at
any time of the day and includes peer-to-peer;
cloud storage platforms; software, gaming and
operating-system updates; and other application
related data that nbn co cannot identify. Other
activities that nbn co considers may adversely
affect its network may also be added to the
shapeable traffic types listed above.
Power Outages
nbn co does not offer a battery backup service.
Therefore, during mains power disruptions, you
will not be able to use your broadband service or
make emergency phone calls with it.
Satellite Latency
Highly-interactive applications such as share
trading, live streaming and certain online games
may not perform well or at all when connected via
a geostationary satellite. We advise not using the
service for such purposes.
Priority Assistance
If you have a life-threatening medical condition or
live with someone that does, please seek an
alternative type of service that supports Priority
Assistance. nbn co does not support Priority
Assistance on nbn Fixed Wireless, Sky Muster or
Sky Muster Plus services. Telstra provides
telephony with Priority Assistance on its copper
network.
Customer Service
Customer service can be contacted on
+6723 22427. Alternative contact details and
opening hours can be found at
www.norfolkislanddataservices.com
Industry Ombudsman
In the unlikely event that you’re still not happy
after following the process above, you may wish
to refer your complaint to the
Telecommunications Industry Ombudsman. The
ombudsman can be contacted on 1800 062 058
and alternative contact details can be found at
https://www.tio.com.au
Connecting Equipment
nbn co retains ownership of any Connecting
Equipment it installs to connect your premises to
its network. For example, the satellite dish,
modem, power supply and coaxial cabling.
Bundling
The offer does not depend on bundling with other
services.
Mandatory Components
There are no mandatory components.