Telstra Business Broadband

What is broadband?

Broadband is a method of accessing the internet using a range of technologies including cable, digital subscriber line (DSL), wireless and satellite.Broadband is faster than dial up internet access and generally provides a download speed of greater than 250Kbps.

Telstra delivers broadband solutions over DSL, wireless, satellite and cable technologies.

Find out more about Telstra’s broadband offerings:

• BigPond Broadband Cable
• BigPond Wireless Broadband
• BigPond Broadband Satellite
• BigPond Broadband ADSL

What is Business Broadband?

Business Broadband solutions are delivered over asymmetric digital subscriber line (ADSL), ADSL 2+ and single-pair high-speed digital subscriber line (SHDSL) access technologies. The choice of access technology depends on your business needs and the availability of these options to your premises.

Business Broadband solutions are designed for customers running business applications requiring a reliable network with technical specialist support on call.

Business Broadband also offers a choice of optional Business Broadband Extras to fully exploit the benefits of the fast and reliable broadband connection to support business applications.

• Broadband Extras

What business applications does Business Broadband support?

The possibilities are endless. Our Business Broadband solutions can be used for:

• Communicating with your customers
• Promoting and advertising your business on your business website
• Taking orders over the internet or by email
• Receiving payments from your customers
• Ordering supplies, goods and services from your suppliers
• Making payments to your suppliers
• Banking online
• Accessing your email remotely
• Researching information from customers and suppliers
• And much more!

What connection speeds can I achieve?

Connection speeds start at 512Kbps download with 512Kbps upload and go all the way to ‘high speed’*. Connection speeds can be symmetrical or asymmetrical(symmetrical connections offer upload speeds as fast as download speeds, which is useful for some applications). Business Broadband allows you to fully exploit the range of business applications available over the internet in a fraction of the time that a dial up connection can achieve.

* ‘High speed’ services provide access speeds of up to 20,000Kbps/1,000Kbps in ADSL 2+ areas and 8,000Kpbs/384Kpbs in ADSL 1 areas. All Speeds are theoretical network maximum speeds. Actual speeds may be less due to a number of factors including network configuration, line quality and length, exchange type, member premises interference, traffic and hardware and software. ADSL is not available in all areas to all customers.

What are the Telstra Business Broadband packages?

Telstra Business Broadband packages are a range of fully featured internet solutions that are tailored to the needs of small and medium businesses. The solutions can help to increase your business sales coverage, productivity and network security. They use ADSL or business digital subscriber line (BDSL) internet connectivity with a range of optional extras to support your business applications.

The Business Broadband packages are outlined below and include:

• Business Broadband Starter
• Business Broadband Advantage
• Business Broadband Advantage BDSL
• Business Broadband Access

Business Broadband Access is designed for businesses that have their own broadband modem or router.

Which package is best for my business?

Business Broadband Starter

This package is designed for small to medium businesses that need a functional broadband solution. This package includes a wireless gateway device and comes with a simple step-by-step self install option, to get your broadband service up and running quickly.

Key features include:

• ADSL or ADSL 2+ Access
• High speed broadband plans providing a range speed and download options
• Wireless gateway device with firewall
• Access to computer files from remote locations, when using the 2-wire gateway
• Remote configuration of your gateway, when using the 2-wire gateway device
• Domain name registration and hosting for 1 domain name
• Incoming and outgoing email virus scan and anti-spam filter
• 24/7 Business Grade Technical Support
• Free plan changes without penalty
• A static IP address
• Business Mail Standard* (two Business Mail Standard mail boxes with 100MB email storage for each mail box).

Business Mail Standard can help you establish a professional image and help improve business productivity. Features include:

• Email - Access and manage your business email using a web browser and any internet-connected Windows PC.
  
• Shared calendar and meeting planner - Efficiently set up meetings through shared calendars, send meeting invitations and prompt meeting reminders.
• Mobile email - Access your email on the go using any PDA or smart phone running Windows Pocket PC or Windows Mobile.

* Business Mail Advanced is also available to Business Broadband Starter customers for an additional monthly cost.

Business Broadband Advantage

This package is designed for businesses experiencing growth and requiring higher levels of internet security. It provides your business with a robust and secure solution- a business grade broadband service with included security features such as hosted backup data and hosted email and internet security scanning.

Key features include:

• ADSL access
• High speed broadband plans providing a range of speed and download options
• Wireless capable Cisco router
• Onsite standard installation which includes delivering the router and connecting it to the Telstra broadband network
• 24/7 Business Grade Technical Support
• Free to upgrade or downgrade your plan within the same package
  • A Static IP address
  • Business security features including
    • Hosted data backup providing 2GB data storage for one PC
    • Hosted email and internet security scanning for five PC users.

Remote Backup offers Business Broadband Advantage customers the ability to securely back up 2GB of data from one PC to a secure Telstra data centre. This backup is undertaken automatically, ensuring your most recent data can be restored in the event of problems with your PC. It also reduces the expense of purchasing a separate server or external device to store the data.

Mail & Web Protection included in the Business Broadband Advantage package providing security scanning for five PC users to safeguard your data from potential viruses, spam and other internet security threats.

Business Broadband Advantage BDSL

This package is designed for medium-sized and large businesses requiring the bandwidth to send and receive large amount of data regularly. It is ideal for applications that require fast upload speeds such as those supporting web, e-mail or FTP servers, ensuring your customers get the information when they want it. This package is also includes hosted data backup and hosted internet security scanning.

Key features include:

• Business DSL Access ( using SHDSL technology)
• Range of speed and download plan options
• Wireless capable Cisco router
• Onsite standard installation which includes delivering the router and connecting it to the Telstra broadband network
• 24/7 Business Grade Technical Support
• Free to upgrade or downgrade your plan within the same package
• A Static IP address
• Business security features including
  • Hosted data backup providing 2GB storage for one PC
  • Hosted internet security scanning for five PC users.

Remote Backup offers Business Broadband Advantage BDSL customers the ability to securely back up 2GB of data from one PC to a secure Telstra data centre. This back up is undertaken automatically, ensuring your most recent data can be restored in the event of problems with your PC. It also reduces the expense of purchasing a separate server or external device to store the data. Remote Backup is also available as an optional Extra if you require more storage or to back up more than one PC or Server.

Mail & Web Protection is included in the Business Broadband Advantage BDSL package providing security scanning for five PC users to safeguard your data from potential viruses, spam and other internet security threats.

Business Broadband Access

This package is designed for businesses that have a broadband modem or router and only require internet access.

Key features include:

• ADSL access
• Range of high speed broadband options
• A Static IP address
• 24/7 Business Grade Technical Support

What do the business broadband extras include?

• Business Security
• Business Mail
• Business Online
• Business Support
• Business Conference

Business Security

Mail & Web Protection

This service uses a multi layered defence system to achieve long term protection against viruses and spam. It employs responsive and predicative layers of third party and proprietary technology ensuring your network is always protected.

Key benefits include:

• Clean internet traffic of viruses before it causes any problem to your business
• Minimise your download allowance by filtering unwanted spam
• Protect your brand and reputation by preventing identify theft

Mail and Web Control

The content control service can replicate your email security policy using a set of predefined rules. Combining technology with configurable usage rules, the content control service incorporates textual scanning, lexical analysis and attachment controls. Using these techniques, you control manage and enforce email policies, helping your business meet compliance requirements.

You can manage the nature and content of inbound and outbound email and set permissions for your business and users. These controls can be time managed so that they only apply at certain periods. For example, you could allow large files to be delivered outside normal business hours to minimise the impact on business critical applications.

Key benefits include:

• Protect employees and your brand against increasing litigation by monitoring usage of key words and images.
• Enforce acceptable usage polices by controlling access to unsuitable websites.
• Manage the size of inbound emails and limit website content.

Remote Backup

A Remote backup agent is installed on the laptop or PC or server. It periodically initiates a backup to a Telstra data centre or you can run a backup whenever you need by launching the agent. Remote Backup users can use the agent to initiate a restore. If a laptop or PC is stolen, it is easy to reinstall the agent on another laptop or PC and restore all their backed-up files.

Key benefits include:

• Help ensure business continuity by protecting business critical data
• Help meet your compliance obligations by keeping business records securely stored
• No need to invest in expensive backup hardware and software
  

Business Mail

Business Mail makes it easy to access your email, calendar and contacts and allows you to create a professional image with a personalized your email address. You also gain a hosted solution with regular backups and anti virus and spam protection.

Other features include:

• Email access on your office PC or the web
• An online portal to manage your email services
• An address book that checks names in your domain
• Calendar functions so you can block out meeting and busy times
• Shared calendars, allowing you to see if other email users are busy when setting up meetings (on Business Mail Advanced package)
• Meeting planner tool that helps you set up meetings with other people, send invitations and provide prompt meeting reminders
• Contacts
• Task lists
• Notes
• Email rules such as out-of-office messages or automatically moving messages to folders
• Public shared folders, allowing other email users to access information in a shared directory
• Mobile access to email with Windows Pocket PC or Windows Mobile devices

With the introduction of new Business Mail POP mailbox you can have access to basic mail service without hosted exchange email features such as calendaring or address book.

Business Support

Telstra offers a range of flexible PAYG IT support options to assist in setting up your network and any other IT needs. All this delivered by our professional and skilled IT technicians. No ongoing contracts, no hassle. Lets you focus on what’s important – your core business.

The range of Business Support options include:

• Custom Networking provides professional setup and configuration of your modem/router for up to 3 PCs.* This package includes the set up of internet mail, browsing and WiFi LAN access.
  
  
• Advanced Networking extends the custom networking set-up service to include more complex LAN environments for customers who have Servers and other LAN connected systems (LAN printers, firewalls, web servers, etc). This package includes the set-up of modem/router to one server for up to 3 PCs.^*
  
  
• IT Services on Demand offers a customised service providing access to a professional IT technician either onsite or remotely to perform IT support and maintenance services relating to LAN, PC and Server hardware, OS and Telstra Business supplied applications.
  
  
• Remote Assistance offers a quick and economical service by telephone and internet for network systems assistance, and remote configuration changes (eg: gateway router setup for DHCP, WiFi, VPN and firewall), helping to save time and cost of an onsite technician callout.
  
  
• Cisco Extended Warranty Support offers a hardware and software warranty and break-fix service for selected Cisco routers. Provides a 12 month warranty period from the activation date, extending beyond the  basic manufacturer’s warranty period of 90 days.

Business Online

You can quickly and easily build your own website with a wide range of professionally designed templates and images. This service is designed for customers with no previous experience or programming knowledge Key features include website builder, premium hosting plans and POP3 with eCommerce option also including e-shop and user interactivity tools.

Business Conference

Phone and web conferencing make virtual meetings easy and productive, saving time and money on business travel. Key features include the ability to make presentations to multiple locations; sharing, annotation and whiteboard features to exchange data and collaborate on documents online; and the ability to receive feedback with Q&A polling features and access attendee and meeting information.

How will the Business Broadband Extras help my business grow?

Business Broadband Extras allow you to maximise your broadband experience. It can provide new ways to market your business, communicate with colleagues more effectively, service customers more professionally and help protect your business against most of today's and tomorrow's known security threats.

Telstra Business Broadband packages are designed with many of the features of the Extras. You can also simply add Extras to your eligible Business Broadband package as you need them or add users to these Extras at any time^*.

Can I purchase a Business Broadband Extra if I don't have a Business Broadband package?

Yes. You can purchase Business Conference, Business Security Remote Backup and Business Online as a stand alone service or with any of the Business Broadband packages.

All other Business Broadband Extras are only be available if you subscribe to a Business Broadband package.

Can I purchase Extras at a later time?

Yes, you can purchase Business Broadband Extras can be purchased either at the time the Business Broadband Package is connected or at a later time as your needs evolve.

How much does Business Broadband cost?

The Business Broadband packages start from $65.00 per month for 12 months* for the Business Broadband Starter package and $786.50 per month for 24 months* for the Business Broadband Advantage BDSL package, once connected.*

* Min cost for Business Broadband Starter over 12 months for 512/512Kbps is $980 for 1GB plan; min cost for Business Broadband Advantage BDSL (metro) over 24 months for 1Mbps is $19,976 for 20GB plan.

How much do the Business Broadband Extras cost?

• Mail & Web Protection^*
  • $25 setup fee
  • From $25 per month for up to 5 users to $175 per month for 50 users
• Mail & Web Control^*
  • $25 setup fee
  • From $35 per month for up to 5 users to $225 per month for 50 users
• Remote Backup
  • $25 setup fee
  • From $27.50 per month per PC with 2GB of data
  • $105.60 per month per PC with 30GB of data
  • Administrative charges apply
• Business Mail^*
  • $25 setup fee
  • Business Mail Standard mailboxes $9.95 per month
  • Business Mail Advanced mailboxes $14.95 per month
• Business Support
  • Charges for Business Support will be negotiated on an individual basis
• Business Conference
  • Domestic Freecall 60.5c per conference per minute usage
  • Web Meeting 44c per conference per minute usage
• Business Online
  • Standard Option hosting plans start from $39.95 per month for 200MB up to $329.95 per month for 3,000MB
  • eCommerce hosting plans start from $70.95 per month for 500MB up to $334.95 per month for 3,000 MB
    
    
* Not available onTelstra Business Broadband Access Package

How is Business Broadband different from BigPond?

Telstra Business Broadband has been tailored to address the emerging needs of small and medium-sized businesses. It provides Business grade Technical Support from dedicated business internet specialists, available 24/7, 365 days a year. Uploads are not counted towards the customer’s business broadband monthly data allowance*. The packages are designed to allow you to fully exploit the Broadband connection to support your business applications. They are packed with features such as incoming email virus scan and anti-spam filtering and include a selection of extras tailored for key business needs. Business Broadband Starter using 4 port wireless router will provide remote access from anywhere, anytime there is internet access to access the router configuration or office files.^#

Telstra also offers BigPond services to small to medium-sized business. BigPond provides basic internet connectivity for information gathering and simple email requirements. It provides ADSL, Wireless, Satellite and Cable connectivity & shaped plans.

* If your total uploads exceed your total downloads by a ratio of 4:1 in any given month, we may charge you a back channel charge of 4c for each additional megabyte of data you upload in that month in excess of the 4:1 ratio.

# Web Remote Access must be enabled on 2 Wire gateway in order to remotely configure your gateway and to access computer files. File sharing must be also enabled on the computers that you wish to access from remote locations.

Who can I contact to find out how to get the most out of my Business Broadband service?

There are many ways to contact us for further information.

• Contact a Telstra Business Representative on 1800 655 744 or
• Speak to your Telstra Account Executive or
• Complete the online enquiry form and a Telstra Business Representative will contact you.
• Visit a Telstra Shop or Telstra Dealer in your area.

Why should I upgrade from dial-up?

With broadband, web pages download much faster. Many websites now include high graphic content, large PDF downloads and video. At dialup speeds you will waste lots of time waiting. Broadband lets you download large files quickly and share documents, presentations, images and other data with staff or business partners around the world. Dialup also costs you call connection fees each time you connect to the internet, whereas ADSL broadband is always on^ and does not cost any money to establish a connection.

^ Subject to network outages and routine network maintenance.

How do I upgrade my Business Broadband Package?

Once you discover the benefits of running business applications over your Business Broadband service, you may wish modify the access rates or download limits in line with your changing usage patterns. Telstra gives you the flexibility to change your plan (upwards or downwards) with no additional fees.*

* Additional costs apply for Business Broadband Access.

Do I have to purchase the Business Broadband Extras at the time I sign up for Business Broadband package?

You can order any of the Business Broadband Extras when you purchase the Business Broadband packages or at a later date as you need them.

I don't think two mail boxes will be enough; can I get additional mail boxes?

Yes. You can easily add mail boxes with the Mission Control portal that you use to administer your mailboxes.

• Add Mailboxes with Mission Control

Which Business Broadband packages are available to me?

When you call a Telstra Business representative on 1800 655 744, they will ask for your telephone number. This is entered into our database to determine if your local telephone exchange is enabled for ADSL. It also provides information on the proximity of your premises to the local exchange to estimate the data rate available.

The choice of the Business Broadband package then is based on whether you have an existing modem or router and your business needs. The Telstra Business representative will assess your requirements and nominate the best Business Broadband package.

The Telstra Business representative may ask you some questions to confirm that Business Broadband packages are the best solution for your business, such as:

• Do you already have a broadband router or modem?
• How many sites need to be connected?
• Are you likely to benefit from running business activities over the internet such as buying or paying suppliers?
• Do you need to protect business-critical information?
• Is your business likely to transfer a lot of information such as emails, web browsing for research or downloads of large files?
• How many mailboxes do you need?

How do I know if my business is in an ADSL supported area?

Business Broadband is available to the majority of Australian businesses.

• Find out if your business can access Business Broadband.

Why do you need my phone number to check ADSL availability?

The phone number provides information on the location of your local telephone exchange. From this information Telstra can determine High Speed ADSL is available in your local exchange coverage area. It also provides an indication of the approximate distance to the exchange and estimate of data rates possible to your premises.

Can I give you my address if I do not have a phone service already installed?

If you do not have an existing PSTN service your Telstra Business representative can check the availability of ADSL to your local exchange area by using your business address.

To find out if your business is within a ADSL coverage area please call 1800 655 744.

How do I know if my business is in a BDSL supported area?

For BDSL services, we must conduct a feasibility study to assess the data rates available to your premises.

To find out if your business has access to Business Broadband Advantage BDSL, please call 1800 655 744.

What does High Speed ADSL mean?

High Speed ADSL gives customers the best possible downstream speed available on their line using either ADSL or ADSL2+ technology. Telstra offers a single price point for High Speed ADSL regardless of whether it is provided using ADSL or ADSL2+. This takes into account the availability of ADSL or ADSL2+ at your local exchange, the proximity of your premises to the exchange and the quality of your line.

What High Speeds are possible from my premises?

Typical speeds are dependant on the type of ADSL port the customer is connected on (ADSL or ADSL 2+) and the location and distance from the exchange.

Distance	ADSL2+ achievable speed from High Speed plan*	ADSL achievable speed from High Speed plan*
0.5 km	16–20 Mbps	Greater than 6 Mbps
1.0 km	12–16 Mbps	Greater than 6 Mbps

* Not available to all customers or in all areas. Speeds based on Telstra tests. Actual speeds may be less due to a number of factors including network configuration, line quality and length, exchange type, customer premises interference, traffic and hardware and software. About 70% of customers in ADSL areas can access speeds of around 6Mbps or faster. About 50% of customers in ADSL2+ areas can access speeds of around 10Mbps or faster.

How can I transfer my BigPond® or Telstra Internet Direct service to Telstra Business Broadband?

For customers upgrading from BigPond or Telstra Internet Direct, your Telstra Business representative will arrange the transfer to the Business Broadband service on your behalf.

Customers migrating to Business Broadband from BigPond ADSL or Telstra Internet Direct can expect minimal downtime. To enable you sufficient time to make the necessary configuration changes to your email account, domain name, static and IP address, your BigPond (ADSL) account will remain active for the first two months after your transfer to Telstra Business Broadband at no additional charge to you (charges will still apply to BigPond additional services such as BigPond Premium Mail).* Any additional services connected to your BigPond account will be terminated (except BigPond Movies, BigPond Games BigPond Premium Website Hosting and Hosting add-ons) at the same time the BigPond account is closed.^#

If you wish to keep your BigPond ADSL account open after the first two free months, you must notify Telstra before the end of the 2nd month. You will be charged standard BigPond rates after two months.

All customers migrating to Telstra Business Broadband need to consider the following:

• The router included in the Business Broadband Starter and Business Broadband Advantage packages comes pre-configured with standard settings.
• If you have a local-area network (LAN) set up, the pre-configured settings may not be suited to your networking environment and you will be required to reconfigure your router. It is likely that you will need to set up and configure your router to ensure all your LAN and wide-area network (WAN) applications keep working.
• If you are making necessary configuration changes to domain name, static IP and email, you are also required to make DNS record changes to your existing Big Pond Premium Hosting service (if you have acquired this additional service). Any changes to your BigPond Premium Hosting service can be done through the mission control portal https://mc-au.server-secure.com.

• BigPond Premium Hosting service

• If you do not have on site IT support, we recommend you purchase the Business Support Extra that can provide support to set up your router,PCs and LAN.

• After the 2 month BigPond ADSL migration period, you will not be able to access your BigPond e-mail unless you request to keep your BigPond account active (charges apply), source an alternate email solution or purchase Telstra Business Mail options.

* You will be charged your standard BigPond ADSL account charges during these two months and will receive a bill credit on your Telstra Business Broadband account once activated. This credit will appear on your 1st and 2nd Telstra Business Broadband bill. If you terminate the service prior to the 2 month period, a pro-rata credit will apply.Rebates do not apply to Big Pond additional services such as BigPond Premium Email.

# Standard charges will continue to apply after your BigPond account is closed.

Can I convert from Telstra BigPond or Telstra Internet Direct to Telstra Business Broadband?

Yes. Telstra will waive any early termination costs associated with your BigPond ADSL service to ensure minimal costs in upgrading to the Business Broadband service.

For Telstra Internet Direct Customers migrating to TelstraBusiness Broadband, the cost of moving depends on a number of factorssuch as the time remaining on your existing contract and the servicecommencement date. Please contact a Telstra Business representative tofind out more about the conditions applying to your migration toBusiness Broadband services.

Business Broadband

What do I need to be eligible for Business Broadband?

• A current ABN or ACN
• A Telstra Basic Telephone line (the telephone line will be used to deliver your ADSL or BDSL service)
• To be in an ADSL or BDSL supported area

What happens if I do not have an existing telephone connection?

You will need to order a new fixed line service to your premises if you are purchasing a Business Broadband, Business Broadband Starter or Business Broadband Advantage ADSL package. Activation lead times will be slightly longer to allow for a new access line to be connected for your telephone and Business Broadband services.

If you are purchasing a Business Broadband Advantage BDSL package, Telstra installs a new access line as a part of the standard provisioning process and lead times.

How do I order Business Broadband?

• Contact a Telstra Business representative on 1800 655 744
• Speak to your Telstra Account Executive
• Complete the online enquiry form and a Telstra Business representative will contact you
• Visit a Telstra Shop or Telstra Dealer in your area

I already have a broadband modem or router. Can I use this with Business Broadband?

If you already have a Telstra-approved ADSL modem or router, you can use it to connect to the Telstra Business Broadband service. You will need to reconfigure your modem or router in accordance with the Business Broadband standard settings.

We cannot guarantee full functionality of the optional Extras if you use a modem not supplied by Telstra or if you make changes to the supplied standard router configuration.

For those customers with High Speed Plans using ADSL2+, the modem or router must be ADSL2+ compatible.

Customers migrating from other internet service providers or upgrading from BigPond will require some customisation of their routers, such as usernames and passwords. Customers without in-house or onsite technical support can purchase the Business Support service. This will ensure a smooth transition and cover any ongoing router configuration issues that relate to your network environment.

A modem or router is included as part of the Business Broadband Starter and Business Broadband Advantage services packages. Onsite Standard installation is included for Business Broadband Advantage and is an option (chargeable) for the Business Broadband Starter Service. Onsite Standard installation for Business Broadband Advantage packages covers connecting the customer’s modem or router to the Telstra Business Broadband Network but does not include connection to the customer local-area network (LAN) or the wireless component of the router. For the Business Broadband Starter package onsite standard installation covers connecting the customer’ router to the Telstra Business Broadband Network for one computer. Customers with more than one PC, LAN or special configurations will need an IT person onsite when the service is installed to ensure  full functionality of all PCs connected to their LAN. Customers can have their own IT person or purchase any one of our flexible IT support options available through the Business Support Package.

How do I transfer my current broadband services from another provider to Telstra Business Broadband?

It's now easier than ever to move your ADSL service to Telstra Business without needing to disconnect and reconnect your broadband service.

The Business Broadband DSL Transfer allows you to get connected to Telstra Business Broadband usually within four hours of your request being processed¹, if your current internet service provider is a participant in the process².

Offering freedom and convenience:

• On your behalf Telstra will cancel your existing Broadband ADSL service
• You will be online with Telstra Business Broadband in less than half the time it takes to set up a new connection
• Your service will be offline only for the minimum amount of time³ while the transfer is being completed
• You may have access to Telstra Business Broadband offers along the way.

We will advise you if your current internet service provider does not participate in the Business Broadband DSL Transfer Process. In such cases, you must first disconnect your current DSL service, and then submit an application for a new connection with Telstra Business Broadband.

To find out more, contact us on 1800 655 744 or visit a Telstra Shop or Telstra Dealer.

1. Your order must be processed to commence the Telstra Business DSL Transfer.
2. You may be liable for charges from your existing internet service provider as a result of transferring your ADSL service to Telstra.
3. Transfer time varies between a few minutes and four hours.

How long will it take to connect my Business Broadband service?

For Business Broadband (ADSL) services, please allow a minimum of five working days* for your service to be installed.

For Business Broadband Advantage (BDSL) please allow a minimum of 15 working days (20 in rural areas) for your service to be installed as this service requires network assessment and design.

*ADSL connection only. It will take longer if a Basic Telephone (PSTN) line needs to be installed first.

How do I organise an installation of my router for my Business Broadband Advantage or Business Broadband Advantage BDSL package?

When you apply for a package, you only need to choose the installation date (in accordance with our activation service agreement).One of our technicians will contact you to arrange the rest. Alternatively, a local Telstra Dealer representative may be able to install the hardware on your behalf.

Business Mail

I don't have a domain name but I want the Hosted Exchange mail boxes. What do I need to do?

If you purchase the Business Mail service, Telstra can register and host your domain name for you. All you need to provide is your proposed domain name and we will take care of the rest.

How do I register for a domain name?

Contact a Telstra Business Representative on 1800 655 744 who will register for a domain name on your behalf. Domain names can only be purchased in conjunction with the activation of a Business Mail or Business Online service.

To avoid disappointment you should check the availability of your proposed domain name.

• Check domain name availability

Domain name suffixes can be .com, .com.au, .net, .net.au, .org, .org.au, or .edu.au.

Can I use an existing domain name with my new broadband web space?

Yes, you just need to supply details of your existing domain name and update the DNS records of this domain name to point at the Telstra web server.

If you want to use this domain name for your Business Mail or Business Online service, the domain name suffixes can be .com, .com.au, .net, .net.au, .org, .org.au, .or .edu.au.

Customers transferring from another internet service provider need to elect on the application form for Telstra to host the domain name. All you need to do is give us your existing domain name to commence the redelegation process. Telstra supports a limited set of domain settings: web, email, FTP and shop services.

Customers upgrading from a BigPond Broadband service can ask Telstra to host the domain name on the application form. A Telstra Business representative will confirm if this domain name can be used with the Business Broadband optional Extras or if any variation is required.

Can I keep my current email address if I transfer from BigPond to Telstra Business Broadband?

This depends on your current email address uses.

If you already have a BigPond email address (customer@bigpond.net), you cannot migrate your email address to Telstra Business Broadband. You have the option to redirect and forward email to your new Business Mail mailboxes (charges may apply). You will also need to ensure that your BigPond service is not disconnected to continue using your BigPond mail service.

I am currently using POP mail with a internet email provider's domain address but would like to have a domain address with my own business name. What can I do?

When you subscribe to Business Mail, you can choose to have your email address in one of the following formats:

• name@yourdomain.com
• name@yourdomain.com.au
• name@yourdomain.net
• name@yourdomain.net.au
• name@yourdomain.gov
• name@yourdomain.edu.au
• name@yourdomain.org
• name@yourdomain.org.au

All you need to do is advise us of the format you would like and we will register and host your domain name for you.

To avoid disappointment you should check the availability of your proposed domain name.

• Check domain name availability

Should I use Ethernet, USB or wireless on my Telstra Business Broadband Starter 2Wire 2701-HGV-W gateway?

Ethernet is recommended for optimum ADSL performance. This is especially important if you have subscribed to one of the Telstra Business Broadband High Speed ADSL plans.

USB may be a convenient alternative for you, but it will not provide optimum ADSL performance.

Wireless should be used for locations where your Ethernet or USB cables cannot reach.

Here are some further considerations to help you decide the best connection for you.

Will you have the power?

Even though the 2Wire 2701-HGV-W has its own power source, every device connected to your PC will draw a tiny amount of power from your computer through its connecting cable.

Computers are designed to cut the power to non-essential items when they run on low power – for example hibernation, sleep or other power-saving mode. Most computers put USB devices on their non-essential list, but treat Ethernet connections as essential. If you connect your modem via USB, your connection could be interrupted from time to time. You may be able to stop this happening if you disable power management for USB devices.

Do you want 'always on' broadband?

Ethernet and USB devices rely on small software files called drivers to communicate with your computer. The 2Wire 2701-HGV-W drivers are loaded as part of the installation process.

If your USB devices are switched off, for example, in low-power situations, your computer will need to identify each USB device and assign it the right driver when it boots up again. Windows² operating systems can have trouble with this search, so your broadband connection may not always be on and your computer’s start-up process may be a little slower.

Your computer treats Ethernet devices as essential, so it will already have the right drivers to assign. This means Windows will not need to go through the same search process to establish your broadband connection. Network outages and routine network maintenance could also impact your broadband connection.

1. Trademark of 2Wire Inc. a Delaware Corporation
2. Registered trademark of Microsoft Corporation, a Washington Corporation

Is a user guide available for my Telstra Business Broadband Starter 2Wire ADSL gateway?

A Business Broadband User Guide is provided as part of the Starter kit provided to you. For standard installations, the Self Installation CD will perform the configuration required for your gateway.

What is Web Remote Access?

Web Remote Access is an application that runs on the 2Wire HGV-W gateway platform. It facilitates access to the Graphic User Interface (GUI) of the gateway from a remote location over the Internet via a Web Browser. This lets the customer allow their I.T. area or external IT Integrators to access the gateway and make gateway configuration changes remotely. It also facilitates the ability to share files that are hosted on remote computers that are connected to the gateway, over the Internet via a Web Browser. Web remote access authenticates and encrypts access between the web browser and the 2Wire gateway, enabling you to securely access and download important files or manage other gateway features such the firewall and gateway configuration changes.

To enable Web Remote Access, you will need to enable this feature by logging into the GUI of your 2 Wire Gateway first and also enable file sharing of your computer that is connected to the gateway.

Is there a user guide available for Web Remote Access?

Although this is normally only required for advanced configuration purposes. For standard installations the Self Installation CD will perform the configuration required for your gateway.

• Web Remote Access user guide (PDF,  1,044KB)

What number do I contact if there is a problem with my Business Broadband service?

You can contact our 24/7 Business Grade Technical Help desk on 1800 066 594.

How quickly will Telstra respond if my service is not working?

Our Business Grade Technical Support from dedicated business specialist are available 24 hours a day, 7 days a week. 365 days a year to assist you with any Business Broadband service difficulties.

You will initially log your fault with Business Technical Support group and will be provided with a Telstra fault reference number. The Business Technical Support group will respond back to you within 1 hour target to inform you of what steps Telstra is taking to rectify your fault. When you log your fault, you will be required to provide certain information such as either your Business Broadband Full National Number (NxxxxxR) or account number (ten digit number) to help them to identify your service.

You can check the status of your fault by contacting the Business Technical Support on 1800 066 594.

Can I purchase a higher level of service support?

You can select any one of our flexible IT support options available through Business Support. Some of which include Cisco Extended Warranty support, which offers a hardware and software warranty and break-fix service for selected Cisco routers beyond the 90 day basic manufacturer’s warranty period and  IT Services on demand (to cover any applications, installation and configuration problems of Telstra Business Broadband for PC, Server and LAN).

This service goes beyond the standard Business Broadband service support to cover any broadband problem you may experience. This additional service covers non-Telstra faults with any aspects of your network configuration or equipment.

What happens if my router breaks down?

The Cisco router included with Business Broadband Advantage comes with a 90-day manufacturer’s warranty. If the router is found to be faulty during the warranty period, we will send out a replacement at no additional cost. You will need to ensure that you have an IT person available to make any changes necessary to the replacement router, as it will not be configured for any changes you have made.

Beyond the 90-day router warranty period, if you would like to continue receiving this protection, you can purchase Telstra’s Business Support Cisco Extended Warranty Support service. For an additional fee, this option will cover router repairs (parts or replacement). You can also purchase the additional router warranty during the first 90 days.

The 2 Wire gateway that comes with Business Broadband Starter comes with a 12, 24- or 36-month warranty depending on the agreed term of contract for the Business Broadband service.

What is “High Speed”?

“High Speed” refers to the available connection speed of your broadband Internet service. High Speed provides connection speeds up to 20Mbps download and 1Mbps upload in ADSL2+ areas and up to 8Mbps download and 384Kbps upload in ADSL 1 areas. Speeds are based on Telstra tests and represent maximum theoretical speeds; actual speeds may differ. ADSL is not available in all areas to all customers.

For the Business Broadband Advantage BDSL package the maximum speed is 4Mbps download and 4 Mbps upload.

There are a number of factors that affect the actual connection speed of your broadband Internet service. Some of the factors that affect and may lower your connection speed include network configuration, line quality and length, exchange type, customer premises interference, customer location, distance from the telephone exchange, traffic and hardware and software configuration.

What does “rate adaptive” mean?

The Business Broadband services offer a High Speed Rate which is based on a “rate adaptive” pricing methodology. Rate adaptive means customers can connect to the best possible downstream speed available on their line, at a single price regardless of the speed actually achieved. Factors impacting on the actual speed achieved include the availability of ADSL or ADSL2+ at the local exchange, proximity of your premises in relation to the exchange and the quality of your line.

What is a download limit?

The amount of information you receive through your broadband connection is counted against your download limit.

Our Business Broadband packages provide a range of connection speed and download limit options ranging from 512/512Kbps with a 1GB monthly download limit to a High Speed connection^{^} with unlimited downloads.

In choosing your download limit you should consider how you plan to use your internet connection including file downloads, email and web surfing.

A Telstra Business representative can help you estimate your usage and choose the best download plan. You may upgrade or downgrade your plan within the same package type at no additional charge, except when downgrading on the Business Broadband Access service, where a $500 (excl.GST) fee applies. You can track your usage with ‘Custdata’ and adjust your plan as your needs evolve.

^ “High speed” services provide access speeds of up to 20,000Kbps/1,000Kbps in ADSL 2+ areas and 8,000Kbps/384Kbps in ADSL 1 areas. All Speeds are theoretical network maximum speeds. Actual speeds may be less due to a number of factors including network configuration, line quality and length, exchange type, member premises interference, traffic and hardware and software.

What happens if I exceed my download limit?

If you download data in excess of your monthly limit, you pay an excess fee charged per megabyte.

If your total uploads exceed your total downloads by a ratio of 4:1 in any given month, we may charge you a back channel charge of 4c for each additional megabyte of data you upload in that month in excess of the 4:1 ratio.

What does unlimited mean?

Unlimited download options have no predetermined limit to the amount of data you can download within a month. A reasonable use policy applies to the unlimited download limit. These terms are included in your contract.

If your total uploads exceed your total downloads by a ratio of 4:1 in any given month, we may charge you a back channel charge of 4c for each additional megabyte of data you upload in that month in excess of the 4:1 ratio.

How do I know how much I have downloaded?

This depends on the applications running over the broadband internet service and will vary depending on the volume of emails sent, number of web pages viewed and number of files served.

Some of the factors influencing the download usage that you should consider before selecting your plan include:

• Number of PCs using the internet
• Average number of emails without attachments per day per PC
• Average number of emails with attachments per day per PC
• Average number of hours Web-browsing per day per PC
• Streaming content hours per day per PC
• Software applications downloaded per day per PC
• Average number of MP3s downloaded per day per PC
• Average number of video clips downloaded per day per PC

You can track your usage with the Customer Data Portal and easily upgrade or downgrade the plan usage of your Business Broadband plan as your needs change.

Do I have to sign a contract?

Yes. For Business Broadband Access you must sign a 12 or 24 month contract. For any other Business Broadband package you will need to agree to a 12, 24 or 36 month contract.

What is the minimum contract term?

Business Broadband Access, Business Broadband Starter, and Business Broadband Advantage have minimum 12 month contract terms.

Business Broadband Advantage BDSL has a minimum 24 month contract term.

Why is there a cancellation fee on contracts?

When you agree to buy Business Broadband from Telstra, you agree to purchase the service for a minimum number of months. The early cancellation fee simply helps to recovers any losses that Telstra has incurred as a consequence of your early termination, including but not limited to, any equipment and administration costs we may have incurred.

Can I have a single bill for all my services?

Yes. Your Broadband service will always appear on the same bill as your phone services unless you elect otherwise.

What is ADSL?

ADSL stands for asymmetric digital subscriber line. It provides download speeds up to 8Mbps and upload speeds of 384Kbps.*

ADSL operates over an existing telephone line to your premises and does not interfere with normal telephone operation.

ADSL is a high speed Broadband Internet service that lets you:

• Use your phone or fax line while you're on the internet
• Download large files faster than normal dialup services
• Enjoy high-bandwidth required for streaming media
• Have an 'always on'^{^} Internet connection free of dial up charges

Telstra offers ADSL access with the Business Broadband, Business Broadband Starter and Business Broadband Advantage packages.

^ Subject to network outages and routine network maintenance.

* Speeds are based on Telstra tests and represent maximum theoretical speeds; actual speeds may differ. ADSL is not available in all areas to all customers.

What is ADSL 2+?

ADSL2+ provides download speeds up to 20Mbps and upload speeds up to 1Mbps*. It also enables Telstra to extend the reach and speed capabilities within exchange coverage areas.

ADSL 2+ access is available with Business Broadband, Business Broadband Starter and Business Broadband Advantage packages.

* Speeds are based on Telstra tests and represent maximum theoretical speeds; actual speeds may differ. ADSL is not available in all areas to all customers.

What is SHDSL?

SHDSL stands for single-pair high-speed digital subscriber line. It currently provides up to 4Mbps download and upload speeds. Telstra offer this option in the Business Broadband Advantage BDSL package.

What is the difference between SHDSL and ADSL?

SHDSL provide the same speeds both upstream and downstream for all speed options, whereas ADSL typically provides slower upload speeds than download speeds. Another difference is that SHDSL circuits are carried over a new copper wire and do not support traditional telephony. ADSL lets you access the internet and make a normal phone call simultaneously using the same line.

What is the difference between Business Broadband and residential broadband?

Business Broadband is a broadband service designed specifically for businesses. Unlike residential broadband products, Telstra Business Broadband provides business grade plans support, service and security.

What is a connection speed and how will this impact on my service performance?

The download speed is the speed that you receive information. The upload speed is the speed that you send from your computer.

Telstra Business Broadband connection speeds range from 512Kbps download and 512Kbps upload to High Speed Broadband with up to 20Mbps download speeds using ADSL2+.*

*Not available to all customers or in all areas. Speeds based on Telstra tests. Actual speeds may be less due to a number of factors including network configuration, line quality and length, exchange type, customer premises interference, network traffic and hardware and software. About 50% of customers in ADSL2+ areas can access speeds around 10Mbps or more.

Why is internet security important?

It is in your interest to ensure that your business is adequately protected from viruses and hackers.

In the same way that you would protect your home or car from burglary or theft, you should carefully consider the implications of not protecting computer systems that are connected to the internet.

You can unknowingly receive viruses in emails or download them from the internet. It is important to safeguard against this by establishing procedures for the way you interact with your customers and suppliers.

Without internet security, you run an increased risk of a loss of productivity and the associated costs of having to deal with threats as they occur. Find out how Business Security can provide comprehensive Mail & Web Protection and Mail & Web Control.

• Broadband Extras

What should I watch out for?

Online criminals and vandals have come up with several ways to attack unprotected systems. No doubt they will come up with more. Telstra keeps a constant lookout and offers a number of products and services specifically designed to help you protect your business.

It is important to be aware of the risks and take appropriate precautions.

Non-Genuine Websites

Some criminals create authentic-looking websites that appear to offer legitimate goods and services or that resemble the sites of banks or other service providers (This is sometimes known as 'phishing'). However, these sites are designed to steal credit card, bank account or password details.

Hoax Emails

Web criminals have also been known to circulate emails that appear to come from a legitimate company. Using a variety of false reasons, they will ask you to confirm your account details and password either by return email or a web page.

It is highly unlikely that a company would ever need you to confirm your confidential information and certainly not over the internet. These scams are usually a way of gathering confidential information from unwary web users. Telstra Business never asks members to email us their personal details, or click through to a website to confirm any of their account details.

Hackers

Hackers try to use their computer skills and special software to gain unauthorised access to your computer. If they do get past your security systems, they can steal files, personal information and financial records, gain access to your service or simply destroy your computer. The effects can be devastating, time-consuming and expensive.

Spam

Spam is simply unsolicited commercial electronic mail. Sending spam is now illegal in many countries including Australia, and is specifically banned by many internet service providers. It's annoying, time-consuming, often offensive, and it wastes your usage allowance.

Our recommendation is that you never reply to spam if you don't know and trust the sender, even if the message offers you an opt-out link. Sometimes feedback simply lets the spammer know that your address is valid, so they will continue sending you their junk and selling your address to others.

Worms And Other Viruses

Viruses are software applications that infect computers. Once they have gained access to a system, they can perform almost any function. Worms are viruses that spread themselves across a network, often by email. Once installed, a worm can steal addresses from your contacts lists and spread itself to your friends and colleagues.

Along with the inconvenience and embarrassment, all those emails can generate high levels of network traffic on your account.

Trojans And Spyware

A trojan is a piece of software that usually hides within a legitimate looking application or utility to gain entry into your computer system. Once you install the host software, the trojan can launch itself and go to work.

Trojans might do any of the things that a human hacker would - or they may simply provide a hacker with a means of easy access.

Spyware is similar to a trojan, although usually less damaging. It will install itself on your system and send reports on your computer activity back to its host. Either kind of infection has the potential to generate huge network usage on your account, either by uploading your data to the thieves or by using your computer as a server for ongoing illegal activity.

Why would I want the Telstra Business Security Extra?

Business Security provides protection from viruses, trojans, spyware and other malicious software by identifying and blocking threats before they enter the business network. With Business Security, you no longer need to spend extensive time and resources dealing with outbreaks and the associated clean up.

Business Broadband Web & Mail Protection and Web & Mail Control services protect your network and data from viruses and prevent anyone else from misusing your information and damaging your business reputation.

The Security Extras listed below are the recommended options for Telstra Business Broadband customers.

Mail & Web Protection features:

• All incoming traffic from the internet is scanned and cleared before it gets to you
• Email is scanned for viruses and spam
• Web anti-virus protects against attacks such as trojans, spyware, phishing attacks, key loggers and new viruses, automatically providing you with up-to-date protection
• Helps prevent your internet download plans being used up by spam

Mail & Web Protection is constantly being developed and automatically upgraded to help provide you with the best possible protection for your business.

Mail & Web Control

Identifies and controls confidential or inappropriate content sent to your employees.

• Monitors and enforces acceptable usage policies, helping to protect your employees and your brand against the increasing risk of litigation
• The default setting for this service prohibits access to high-risk and inappropriate websites
• Manages the size of inbound emails, control the number of attachments received and manage file formats
• Email image control protects your organisation from lawsuits related to inappropriate images
• Detects if you employees send inappropriate images and stops the images leaving your business

This service also includes reporting on the types of email and web traffic to your business in a security portal.

What is a firewall and why do I need one?

There are two main types of firewalls:

• Network firewalls. Your Business Broadband ADSL gateway runs a network firewall, which sits between the internet and your local-area network (LAN). This provides an additional layer of protection to ensure that any unwanted or harmful traffic does not get through to any of your computers on your business network.
• Personal firewalls. A personal firewall only protects the computer that it has been installed on.

A properly configured and up-to-date firewall will help protect you from hackers, trojans, spyware, usage theft and other computer threats.

What Other Security Precautions Should I take?

There are also other sensible precautions you can take and the chances are you will never encounter a problem more serious than having to delete a doubtful email.

• Anti-virus and anti-spam email filtering - Telstra Business Broadband mail servers automatically block incoming email from known spam senders. This coarse filter stops obvious spam from clogging our systems and provides you some relief from annoying or offensive email. All incoming emails are also automatically scanned for the most common email-borne viruses, however older, newer and less common viruses may not be detected. The recommended option for Business Broadband customers is the Mail & Web Protection Extra. Mail & Web Protection provides comprehensive anti-virus protection.
• Keep your password secret - Your password is like a cash machine PIN for your internet access and account details. For added security, you should change to a new password every month or so. It’s easy to do. Just check the FAQ section on your Self Install CD for more information on passwords.
• Don’t provide your details - Be careful not to provide your personal, financial or email details over the internet unless you know and trust the people or company involved.
• Always look for the closed padlock icon - Look for the ‘secure link’ icon and a secure https:// address in your browser window before you provide details on a website. The secure link icon is usually found in the bottom right-hand corner of your browser. Never ever provide your details over a non-secure web link.
• Never publish your email address - Do not give your email address in a public forum such as a chat room or newsgroup. Spammers and other internet criminals constantly scan these sites and harvest valid email addresses.
• Close any unused open ports - Ports are numbers that your computer’s operating system uses to communicate with external services. Your web browser will be assigned a port for internal traffic and your email software will have its own port for sending and receiving messages. Ports are usually left open by default. And hackers can use the open port numbers as a way to gain access to your computer. Once again, the answer is firewall software. A firewall should block the majority of your computer’s open ports automatically - but you should check the software documentation to make absolutely sure that you are being protected.
• Never trust email attachments - Telstra scans all incoming email for Business Mail customers, however, if you don’t know the sender or are in any doubt, delete the email immediately. And even if you trust the sender, copy any attachments to your desktop so that your anti-virus software can check them first.
• Monitor your usage - If you see an unexpected jump in your monthly usage, it may give you an early indication that something is amiss. Under the Telstra Business Broadband terms and conditions, you are responsible for protecting your Telstra Business Broadband account and paying for any usage accrued on it. 
  
• Network firewalls - Your Business Broadband gateway runs a network firewall, which sits between the internet and your local–area network (LAN). This ensures unwanted or harmful traffic does not get through to any of your computers on your business network.
• Personal Firewall - Installing personal firewall software on each PC is recommended to help you protect your computers from hackers, spyware and trojans.

Why can’t I just use PC-based client anti-virus or anti-spam software? Isn’t it cheaper?

PC-based security will scan viruses and spam on your PCs, but will not protect servers or other devices in your network unless it is also installed on those devices. It also generally will not protect against more advanced security attacks such as phishing, trojans and key loggers.

Business Broadband Web & Mail Protection and Web & Mail Control services protect your network and data from viruses and prevent anyone else from misusing your information and damaging your business reputation.

Ideally, we recommend you use PC- and network-based security services since you can still get viruses from a non-network source such as inserting an infected disk or CD into your computer. We have not included PC-based security services in our Business Broadband package because most PCs are sold with this software included.

What are the benefits of Telstra’s Remote Backup service?

Protecting information stored on PCs or Laptops is critical for business continuity and efficiency. Remote Backup enables your business to securely back up and restore data from desktop computers or laptops.

• Remote Backup is installed on your laptop or PC and configured to periodically initiate a backup to a secure Telstra data centre. You can also perform ad-hoc backups by launching the application whenever you need to.
• If your computer is lost or stolen you can install Remote Backup on another computer and restore all your backed up files. This will allow you to have a backup of important files and information that can be restored at any time.
  

Remote Backup features:

• Automatically back up and restore files from your PCs or Laptop to Telstra’s secure data centres
• You can back up vital information without costly tape drives or internal backup systems and data is stored offsite, giving you greater security in case of theft, fire or flood damage
• Only back up those files that have been changed in the time since the previous backup was initiated, helping you to save time and money

What’s special about Telstra’s Remote Backup product?

Remote Backup consists of a software agent that is installed on each PC or laptop for the backup and restoration of data to and from Telstra data centres. Telstra has world-class, secure data centres with mirrored configurations in Sydney and Melbourne. This level of redundancy minimises the risk of your critical business data being lost or corrupted

If I make changes to a file on my PC that has already been backed up, does the whole file get sent for backup?

No, for files that already exist on Telstra's backup servers, only the changes in the updated file are backed up.

How long is a document stored on the Remote Backup platform before it expires?

Documents are kept on the Remote Backup platform as long as they are selected to be backed up on each computer’s or server’s Backup agent configuration. If a previously backed up document is deleted on the target computer, the backed-up copy will be deleted from Telstra’s servers 35 days later.

What happens to deselected files in the Remote Backup agent interface that have already been backed up?

User data files that have been deselected from the agent interface are automatically deleted from Telstra's servers within 48 hours without any notification.

What happens when I first install the agent on my laptop or PC and the agent first connects to the Remote Backup service?

Generally, the first backup will take longer because it has to upload all the selected files. Subsequent backups will generally be faster because only changes will be uploaded. The initial upload time will depend on the number of files, size of files and capacity of the network link.

How do I restore a file that I have previously backed up?

You can select the Retrieve View on the Backup agent software and select the file or files that need to be restored. If you have problems restoring your files you should contact your system administrator in the first instance.

What are the benefits of Business Mail?

Business Mail lets you present a much more professional image by having your business* name in the email address rather than a public email service such as Hotmail or Gmail or your internet service provider’s name. You can use a domain name in the following formats:

• name@yourdomain.com
• name@yourdomain.com.au
• name@yourdomain.net
• name@yourdomain.net.au
• name@yourdomain.org
• name@yourdomain.org.au
• name@yourdomain.edu.au

Business Mail provides a hosted Microsoft Exchange™ service you can access using Microsoft Office Outlook. You can share calendars and contacts to schedule meetings and make appointments as well as create electronic to-do lists, all of which to make managing workloads easier and more effective. It is an easy, flexible and cost-effective alternative to hosting your own business mail software.

* Subject to domain name availability.

What is a domain name?

A domain name is a user-friendly way of displaying an internet address. Each set of addresses on the internet has a separate name that indicates a separate domain. It is used to locate an organisation or other entity on the internet. For example, the domain name for Telstra is telstra.com.

What is email space?

Email space is the allocated volume of data allowed to be stored on the server for each mailbox account. Telstra Business Broadband Starter allows 100MB for each mailbox.

What is Mission Control?

Mission control allows you to create and manage your mailboxes (staff email addresses), and set auto-responders and auto-forwarding functionality and change your contact details.

What is Web Access?

Business Mail Web Access (Business Mail Standard) allows a customer to access their email using an internet-based web browser. Customers must be connected to the internet to access the Web Access email service i.e. there is no offline access to email and email directories.

What is an IP Address?

IP stands for internet protocol, and an IP address is a unique numerical address that gives a computer or device a location on a network. It is similar to a phone number assigned to a house or business. A specific location is essential as a destination for data or information.

IP addresses can be public or private:

• Public IP addresses are assigned to computers or other devices that need to be located on the internet. This type of address is usually issued by a service provider such as Telstra.
• Private IP Addresses are assigned for use on a private network, so that the computers and devices on that network can communicate with each other. A private IP address is usually issued by a piece of network equipment such as a router. The router is then responsible for mapping the private IP addresses to a single public IP address, so each computer can communicate on the internet.

What is the difference between static and dynamic IP addresses?

A dynamic IP address is an address that is assigned each time you connect to the internet. This address is usually different each time.

A static IP address is a permanent IP address assigned to your broadband connection and does not change each time you access the internet. A permanent IP address allows other computers to find your computer across the internet – essential if you want to run a server or provide remote access.

Business Broadband packages include one or more static IP addresses.

How many domain names are included in the Business Broadband Starter package?

The Business Broadband Starter package includes registration for one domain name. You have a choice of:

• name@yourdomain.com
• name@yourdomain.com.au
• name@yourdomain.net
• name@yourdomain.net.au
• name@yourdomain.org
• name@yourdomain.org.au
• name@yourdomain.edu.au

How much storage do I have per mail box?

The Business Broadband Starter package includes two mailboxes with 100MB storage per mailbox.

What are the email features included in the Business Mail Extra and the Business Broadband Starter packages?

The email features are:

• Hosted Exchange - Telstra hosts all the email smarts to support web- or PC-based access to email and shared services such as calendars.
• Management portal - Customers can add and assign mail boxes to their email users.
• Address book - A global address book that checks names and allows users to see all other email addresses in the company.
• Shared calendar - Users can block out meeting and busy times and view other email users’ calendars to set up meetings.
• Meeting planner - A tool that helps set up meetings and send meeting reminders.
• Contact lists
• Task lists
• Notes
• Email management rules - Set up out-of-office notifications, automatically file important emails and prioritise them for attention.
• Public shared folders - Share files, contacts and folders with other email users.
• Outlook Mobile Access - Access email remotely with handheld computers or smart phones.

For Business Mail Web Access (Business Mail Standard) which is provided as part of Starter, Access to email is via a web browser and must be connected to the Internet to access email service i.e. no offline access to email and email directories whilst Business Mail PC Client (Business Mail Advanced) - Access via Outlook PC Client allows the customer to access their hosted email mailbox using MAPI and Microsoft Outlook Client on customer’s PC/Laptop. Customer can work with emails whilst offline.

I have an ISP email account from my BigPond dialup connection – can I still use that email address?

If your email is xxxxx@bigpond.com you will not be able to continue using this email address when you migrate to Business Broadband, unless you keep your existing dial up service active with that provider.

I have an email account/email addresses with my ISP that use my own registered domain name – what are my options for using the same email address/domain name when I move to Business Broadband Starter or take up Business Mail?

• Leave your email service where it is. You can continue your email hosting and domain name relationship with your existing provider
• Create new accounts with Bus Mail, but leave domain where it is. Order Business Mail and recreate all of your email accounts. When your accounts are recreated and your existing mail has been transferred, you can apply to have your domain name repoint your mail to the Bus Mail server, and then cancel your existing mail service. (Note you should check to ensure your existing provider will still continue to host your domain name records.
• Create new account with Bus Mail and redelegate domain name to Telstra. Telstra can host both your domain name records, as well as your email. Simply apply to have your domain name redelegated when you apply for Business Mail and return the supplied redelegation authorisation form once you have setup all your mailboxes. Telstra will manage the update of your mail records.

What is the difference between the plans?

The main differences between each of the plans relate to the amount of space you can use to store your content and the amount of traffic you can serve or receive before you are charged additional fees. There are also differences between included features and additional features you can purchase depending on which plan you are using. The higher the level of the plan the more additional services are included and available.

What is the difference between the Standard and eCommerce packages?

eCommerce includes the same features as Standard plans as well as a range of customer interactivity tools to encourage customer repeat visits through user feedback, online voting and flash. eCommerce also provides you with an e-shop capability with the ability to collect payments from customers using PayPal.

I have an existing website. Can I use Business Online?

Yes. Before you do, we suggest you back up your existing website content or copy all the pages that have content you wish to bring across. If you are redelegating your domain name, you should also obtain your existing MX and DNS records for mail and web respectively and include them in the application form. We suggest you maintain your existing web hosting account until you have copied the content and records across to the new system, and are happy that they are displayed correctly.

You have two main options for migrating your website content:

• You can use this as an opportunity to refresh your website and brand - Activate the Website Builder tool from Mission Control and follow the wizard steps to create your new look and feel. Where appropriate, you can copy content such as a description of your company and your list of products and services across. This is the simplest way to set up your account.
• You can copy all your content directly to Business Online - Using the information in Mission Control, you can upload the content from the previous site to the server. However, the configuration of our environment may differ from that of your previous web host, so check that the features you rely on for your existing site, such as SQL database access, are available with the plan you select.

How do I promote my business online?

A key aspect of a successful online presence is making your website known to the rest of the internet. Telstra has a range of services that can help you promote your business including the White and Yellow Pages.

What is a domain name and domain name parking?

A domain name is an address that uniquely identifies your business on the internet. For example, www.yourcompany.com.au. You can purchase a range of domain names from Telstra depending on your requirements. You will need a domain name to use Business Online. You can either purchase one at the time you apply for an account or use an existing domain that you already own.

Domain name parking enables you to redirect domain names to the primary domain name that represents your website. For example, you may have run a website www.oldcompanyname.com.au and want to change your company name to www.newcompanyname.com.au. You want to ensure that your existing customers can find your new website, so you maintain both domain names. Your new name will become your primary domain and you will park your other domain name so that people who visit www.oldcompanyname.com.au will be directed instead to www.newcompanyname.com.au. However, if you would like to maintain separate content at each site, you should set up two Business Online accounts. You can always convert a parked domain to a new site.

Do I have to move my existing domain names to Telstra?

No, but you will not have the convenience of managing these records through the Mission Control interface. Also, you will have to make sure you change the MX/DNS records with your current domain name provider before you can use the features of Business.

How do I manage my site and services once I purchase the service?

We give you an online control panel with secure username and password access to manage your website, access web page usage statistics, log jobs and perform other useful functions. We call this interface Mission Control.

Where can I find more information?

We provide a range of help information and user guides to our customers including how to use Mission Control, the Website Builder features and a getting-started guide.

We also provide online help, job logging and status tracking tools and a 1800 number for 24-hour telephone support for any issues with Business Online, Business Mail or your Business Broadband connection.

What is Business Conference?

Business Conference is an online conferencing service based on Microsoft Live Meeting. It allows you to share documents with multiple users over the internet in real time.

What sort of business applications can I run over this service?

You can run seminars, conferences, training sessions and customer events or collaborate on projects with your staff or suppliers. It allows you hold meetings instantly and solve problems in real time.

Why use Microsoft?

Microsoft Office Live Meeting is easy and simple to use. It can be integrated with Microsoft Office Outlook and other Microsoft Office tools.

Business Support

What do Business Support services entail?

Business Support gives you optional support services to help ensure trouble-free network setup and maintenance. For more details on these services, please go to Business Support section.

Are routers are included in the Business Broadband packages?

A wireless gateway device is included with the Business Broadband Starter package. A wireless capable Cisco router is included with the Business Broadband Advantage and Advantage BDSL packages.

Which operating systems does Remote Backup support?

Remote Backup is designed to support personal computers and laptops running Windows^{^} 98, ME, NT, 2000 and XP. The Remote Backup service does not support server operating systems.

^ Registered trademark of Microsoft Corporation, a Washington Corporation

What is ADSL filtering?

A standard telephone line has lots of room to carry more than your phone conversations - and can handle a much greater bandwidth, or range of frequencies, than those needed for voice. Human voices, speaking in normal conversational tones, can be carried in a frequency range of below 4KHz. ADSL uses some of the telephone line’s spare capacity to carry information on the wire without disturbing the line’s ability to carry conversations. Filters ensure the ADSL data signals don’t interfere with telephone calls.

Why is Filtering Necessary?

If you have ADSL installed, you need to attach filters to all the devices and outlets that don't provide the signal to your ADSL modem. Since