Business Premium Plans – Fibre / HFC only
Critical Information Summary – nbn® Broadband
Download the Critical Information Summary for your records.
Plan information
| Data Included | Business Superfast Pro 250/100 Mbps | Business Turbofast Pro 500/200 Mbps | Business Ultrafast Pro 1000/400 Mbps | Business Hyperfast Pro 2000/500 Mbps |
|---|---|---|---|---|
| Unlimited Minimum / Maximum Monthly Charge | $99.00 | $120.00 | $140.00 | $210.00 |
| Typical Business Download Speeds (9am – 5pm) | ~250 Mbps | ~500 Mbps | ~875 Mbps | ~1810 Mbps |
| Typical Business Upload Speeds (9am – 5pm) | ~89 Mbps | ~178 Mbps | ~339 Mbps | ~430 Mbps |
| Early Termination Charge | $0 | $0 | $0 | $0 |
| Minimum Term (Months) | 1 | 1 | 1 | 1 |
| eSLA | Bronze | Gold | Gold | Gold |
| Connection Type | FTTP, HFC | FTTP | FTTP | FTTP |
| 2-Year Price Lock: The eligible base monthly internet plan fee is fixed for 24 months from activation. LIVA Telecom absorbs ordinary nbn® wholesale price changes. It applies to eligible plans up to 1000 Mbps; Hyper Pro 2000/500 is excluded. New or changed taxes, levies and government or regulatory charges may apply. | ||||
Typical Business Speed: LIVA Telecom is currently collecting representative performance data for these plans during the busy period. Typical Business Speed refers to the typical speed business customers can expect during the busy period between 9:00am and 5:00pm. Indicative observed test speed: The indicative observed test speed is based on limited current testing and is provided for general guidance only. It is not guaranteed speed and may change as more representative data becomes available. Actual speeds may vary due to factors including the customer’s nbn® technology type, service address, in-premises wiring, modem/router capability, Wi-Fi performance, device capability, network conditions, the number of connected users and the websites or online services being accessed. The speed tier refers to the wholesale speed tier of the plan and is not a guarantee that the customer will receive the maximum download or upload speed at all times. | ||||
* Bronze eSLA - The 12-hour response eSLA, known as the Bronze Bundle, ensures priority fault restoration within 12 hours, measured from the time an nbn® fault is reported to and acknowledged by nbn®.
* Gold eSLA – The 4-hour response eSLA, known as the Gold Bundle, provides priority fault restoration within 4 hours, starting from the time the fault is reported to and acknowledged by nbn®.
Information about the service
What is the service?
LIVA Telecom's nbn® broadband service uses nbn® network infrastructure, including Fibre to the Premises (FTTP) and Hybrid Fibre Coaxial (HFC), to deliver high-capacity broadband to your business premises.
These services provide the typical business download and upload speeds listed above, subject to network conditions.
Where is it available?
These plans are available only in locations where nbn® Fibre to the Premises and/or HFC has been rolled out.
Availability depends on your service address.
What do I need to access the service?
You will require:
- Where applicable, nbn® installation of external and internal equipment, with internal equipment installed near a power point. A person aged 18 years or over must be present at the premises.
- An NBN-ready modem/router.
- HFC services require an nbn® Network Termination Device, supplied free of charge by nbn®.
What is included?
Depending on your selected plan, features may include:
- Gold eSLA – nbn® target restoration time of 4 hours
- Bronze eSLA – nbn® target restoration time of 12 hours
- Basic no eSLA – best-effort restoration times
- Static IP address
- Priority ticket handling by LIVA Telecom's support team
Do I have to bundle anything with the service?
Bundling is not compulsory.
You may choose to bundle a phone service or other optional features.
Minimum term of the service
The service is supplied month-to-month with a minimum term of 1 month. This is not a fixed-term contract. You may cancel at any time, subject to the minimum term and any other special conditions disclosed for the selected service; charges already incurred remain payable.
Kaspersky Plus promotional benefit
Eligible customers may choose a 10-day free trial of Kaspersky Plus for 1 user on 1 device. The trial starts when LIVA Telecom accepts the internet order at checkout. There is no Kaspersky charge at checkout.
| Product: | Kaspersky Plus |
| Free trial: | 10 days from order acceptance at checkout |
| Users / devices: | 1 user / 1 device |
| Paid licence after trial: | 12 months |
| One-time post-trial charge: | $25.00 including GST |
| Automatic renewal after paid term: | No |
Unless the customer cancels the trial through LIVA Telecom before the trial deadline shown in the order confirmation, it converts immediately after the trial to a 12-month paid licence. A one-time charge of $25 including GST will be added to the first LIVA Telecom internet invoice issued after the trial ends. If the internet service ends after conversion and before that invoice is issued, the charge may appear on the final invoice.
The customer may cancel the Kaspersky trial without charge by contacting LIVA Telecom before the trial deadline. Cancelling the internet service does not remove the need to confirm cancellation of the Kaspersky trial.
The paid 12-month licence does not automatically renew. This optional third-party licence does not replace business endpoint security, managed cybersecurity, backups or professional IT security advice. The customer must check device and organisational-policy compatibility.
Qualifications
This service may be restricted or cancelled if:
- You fail to pay your bill
- You are abusive to staff or
- You breach LIVA Telecom's terms and conditions or fair use policy.
Information about pricing
Excess usage
There are no excess usage charges for this service.
Exit fee
There are no exit fees for this service.
Set-up fee
There is no set-up fee for this service.
Equipment fees
You are not required to purchase an NBN-ready modem/router from LIVA Telecom.
If you choose to purchase one from us:
- Selected modem/router options start from $69. Prices vary by model, plan compatibility and selected equipment. The final equipment price is displayed during checkout.
- $20 postage applies to the modem.
New development fee
nbn® may charge a $300 new development fee for deploying network infrastructure to new premises or dwellings.
This may apply to:
- new dwellings,
- lots under reconstruction, or
- new buildings requiring a new mailing address.
You will be advised during signup if this fee applies.
Other possible charges
- If you bundle your broadband service with a phone service or add-on features, your monthly charges may differ.
For full terms and conditions on a phone service, please see the relevant critical information summary and for details on add-on features, speak to our staff.
- You may change plans at any time at no cost:
- Upgrades require payment of the pro-rata difference for the remainder of the billing cycle.
- Downgrades are not eligible for pro-rata refunds.
- Where an nbn®-funded NTD upgrade is included with an eligible 2000 Mbps order, no NTD upgrade charge applies. Other optional NTD changes may cost up to $100. Contact our support team to confirm availability and applicable charges before requesting an NTD change.
- If you choose to have a second line installed as a safety net for your business during changeover, this will cost $297. Any internal cabling must be arranged by you through a licensed contractor.
- Bills are issued electronically and sent to the email address nominated on your account at no additional cost, but paper bills are available upon request. A charge of $5.00 per bill, plus any applicable transaction or payment processing fees, will apply to cover printing, postage, and handling costs.
Changes to your plan
LIVA Telecom may change plan pricing from time to time.
If a change is materially detrimental, we will provide at least 30 days' written notice.
Other information
Call and usage information
You can monitor your usage via the LIVA Telecom customer portal. www.livatelecom.com.au
Customer service
LIVA Telecom provides an Australian-based and overseas-based support team for technical support, account enquiries and sales assistance.
Current support hours are published on the LIVA Telecom website.
Complaints
If you are not satisfied with your service, you may follow LIVA Telecom's complaint handling process, available on our website.
Telecommunications Industry Ombudsman (TIO)
If your complaint remains unresolved after following our complaints process, you may contact the Telecommunications Industry Ombudsman (TIO) for independent mediation:
- Phone: 1800 062 058
- Website: tio.com.au/making-a-complaint
LIVA Telecom
Level 49, 8 Parramatta Square,
Parramatta, NSW 2150
P 1300 345 148
Contact & Escalation
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518