Critical Information Summary
Service and Price Information
Service Description
Business Connect is a cloud-based unified communication solution that delivers voice, video, and chat via an Internet connection, without the need for onsite servers or hardware. Features include call controls, meetings, file sharing, and real-time collaboration through BroadSoft, Webex and MS Teams integration. A Business Connect service is referred to as a ‘seat’. A minimum of 3 seats and 2 lines per account is required to satisfy eligibility for a Business Connect solution.
Minimum Contract Term
36-months.
Service Exit Costs apply if you cancel a service within a Minimum Contract Term of 24 months or higher. Service Exit Costs are calculated as $90 plus the sum of any Term Discounts you may have received during the Minimum Contract Term (see ‘Discounts’) from the contract start date until the cancellation date of the service. You will also be charged the sum of any remaining hardware monthly repayments associated with the cancelled service.
Pricing
| Seats & Lines | Essentials | Professional | Ultimate |
|---|---|---|---|
| Minimum Requirement of Seats & Lines (per account)1 | 3 seats + 2 lines | ||
| Prepaid Monthly Access Fee (per seat)2 | $15 | $25 | $45 |
| Prepaid Monthly Access Fee (per line)2 | $20 | ||
| Minimum Total Cost 3 | $3,060 | $4,140 | $6,300 |
| Standard Local, National & Mobile Calls4 | Unlimited | ||
| 13/1300 Calls5 | $0.44 per call | ||
| International Calls | See website: International Call Rates | ||
| Seats Inclusions | Essentials | Professional | Ultimate |
|---|---|---|---|
| Commander with Webex (softphone app) | Yes (optional) | ||
| Supervisor Licence | No | No | Yes (optional) |
| Queue Access | No | Yes - Basic | Yes – Basic, Standard or Premium |
| Call Recording Basic (up to 30 days storage) | No | Yes | Yes |
| Base Analytics | Yes | ||
| Smart Extras & Group Features | Monthly Charge |
|---|---|
| Call Recording Standard (>30 days storage) | $15 per seat |
| Reception Console | $75 per seat |
| Fax2Email | $8 per seat |
| Advanced Analytics | $75 per licence |
| Call Centre Analytics | $95 per licence |
| Wallboard | $15 per licence |
| Hunt Groups (Enhanced) | Unlimited |
| Auto Attendants | Unlimited |
| Queues (Incl. Basic, Standard & Premium)6 | Unlimited |
1. Minimum requirement can be a mix of different Seat types. 2. Monthly Access Fees are charged one month in advance and exclude Term Discounts. 3. Minimum Total Costs are calculated as the monthly access fees of 3 Seats & 2 Lines multiplied by the minimum contract term & may vary depending on the mix of seat types & number of seats/lines purchased. Excludes discounts & hardware costs. 4. Standard Local, National & Mobile Calls are calls generated whilst in Australia to numbers within Australia (unless stated otherwise). Charges apply for calls to 13/1300 numbers & international calls. 5. 13/1300 calls are charged per call & include SecuriDial 8 digit 13 calls. For all other charges, see our Schedule of Fees & Charges commander.com.au/sofac. 6. Dependant on seat type.
Discounts
A 15% Term Discount applies on the Monthly Access Fees of eligible Business Connect products when you sign up to a 36-month Minimum Contract Term, or higher. Eligible products include active Business Connect Seats, Lines and Smart Extras on the same account. Commander reserves the right to withdraw this discount at any time after the initial minimum contract term expires.
Bundling Arrangements
When you bundle a Business One Mobile plan with a Business Connect plan on the same account for a minimum term of 12 or 24 months, you will receive a monthly $5 Mobile Bundle Discount on each Business One Mobile service (max. of 50 mobile services per customer applies).
Hardware
You can use the service with a headset via our Commander with Webex softphone app on your Mac/PC desktop or directly on your tablet or mobile phone, without paying anything extra. If preferred, you can also use the service with ‘office phone’ handsets.
Commander provides a range of handsets and other hardware that can be purchased separately via various payment options, including outright, monthly repayments or third-party finance. Contact us on 132 777 for more Information.
Other Infomation
Service Availability
Services may not be available to all areas, premises, or customers. If we are unable to connect all requested services, we’ll attempt to contact you to discuss your options, or if we can’t contact you after making reasonable attempts, we will cancel your order.
An Internet service with a minimum of 100/100 Kbps per concurrent call is required for a Business Connect service.
You must inform us if the service is intended to be used in conjunction with a disability or medical service, back to base alarm or is intended to carry data services such as Fax, EFTPOS or HiCaps. These services may not be supported or may require an alternative service or additional equipment.
Calls to some International destinations are blocked by default due to high risk of fraud. You may arrange with Commander to unblock these destinations, upon accepting full responsibility for payment for any calls your service makes to these destinations.
If you use this service in conjunction with a Commander Business Modem and Internet service on the same account, our 4G Backup feature is enabled free of charge. 4G Backup enables you to make and receive calls over the mobile network, in the event of a service interruption or network outage on your primary Commander Internet service. See commander.com.au/phone/business-continuity.
This service is not appropriate if you require an uninterrupted phone service with access to 000 emergency services and will not function in the event of a power failure. Commander does not offer Priority Assistance
In the event of a power outage, your Business SIP services will not work unless you maintain a back-up battery solution.
Hardware Installation Requirements
If you have purchased Commander equipment to use with your Business Connect services, installation by an authorised technician is required and can be organised as part of your order for an additional charge.
You are responsible for any additional charges for work that may be identified during hardware installation and is required to allow the services to work. These charges may include cabling, network configuration, routers and/or switches etc. within your network.
Plan Changes
USAGE INFORMATION
For information about current usage levels log into “My Account’’ at takecommand.com.au.
PAYMENT OPTIONS
Payment by Direct Debit from a bank account does not incur additional fees or charges. Additional charges apply for other payment methods. For details, see your invoice, our Schedule of Fees & Charges on our website commander.com.au/customer-terms, or contact us on 132 777.
Contact Details
We are dedicated to excellence in servicing our customers and have lots of ways for you to keep in touch:
- Online at commander.com.au contact page.
- Email us at [email protected].
- Call us on 132 777 (Check website for opening hours).
Complaint Handling
If for some reason you are not satisfied with the service we provide, please let us know so we can do our best to fix it. If you feel that we were we are unable to resolve your issue to your satisfaction, please visit commander.com.au/customer-terms/complaints-policy.
If you are still not satisfied with the steps taken by Commander to resolve your issue, you can seek assistance from the Telecommunications Industry Ombudsman (TIO). The TIO will only investigate complaints if you have already attempted to resolve your issue with Commander and is an option of last resort. Contact the TIO by visiting tio.com.au or by calling 1800 062 058.
Full Terms
Commander’s Standard Form of Agreement & Acceptable Use Policy set out the terms & conditions on which we provide our products & services. See commander.com.au/legal/customer-terms.
Online Saftey
The eSafety Commissioner provides a range of educational material about staying safe online: esafety.gov.au/.
A range of certified Family Friendly Filters can be found on the Communications Alliance website: commsalliance.com.au/Activities/ispi/fff.