COVID-19 – Businesses Impacted

As you are well and truly experiencing, there is a huge demand for COVID-19 related service changes, upgrades and new orders on our staff, this has put extra strain on our staff in particular our ability to meet SLA ticket target timeframes.

Effective immediately we are suspending support SLA penalties until further notice. SLA’s for fibre services that customers have with us will continue to be honored on a case by case basis as stipulated by the upstream carrier.

Top assist in the burden for all of our customers, effective immediately and back dating to 01/03/2020 we will be waiving all late payment fees and service suspensions for a period of 3 months and then re-assessing with a possibility of extending this decision. ‘

This will not waive the invoice value, but will apply extensions and avoid service suspension and recoveries action for non payment effecting services.

We would appreciate customers that are able to pay their invoices continue to do so and customers that are entering financial hardship that they contact us via our contact page or your client portal

If you have any further questions or concerns please do not hesitate to get in contact with us by calling 1300 933 038

Pending $1 Transactions

We have been made aware by members of the public that a $1 pending charge has appeared on their bank statement from “AUS NET SERVERS WENDOUREE” or “AUS NET SERVERS WEN” despite these individuals never placing an order with us or sharing their credit / debit cards with us.

While this is our Merchant ID, this is not us making these transactions and we are currently working with our Financial Institution to have this matter stopped. It would appear that this unknown entity is exploiting a backdoor in the merchant payment gateway telephone payments IVR system at our Bank. As we do not use this system we have had it disabled.

We urge you to contact your financial institution fraud department and report your card as compromised and have the card replaced as well as change all your banking passwords and re-evaluate / scan your computer(s) for viruses or malware.

What Is TC4 Based Services

The nbn™ network is being rolled out across Australia using multiple technologies – fibre to the premises (FTTH), fibre to the node (FTTN), fibre to the curb (FTTC), fixed wireless, satellite and HFC.

There are three different traffic classes available on the nbn™, knowing the difference between each could save on further hassles down the track. The different classes are:

• Traffic Class 4 or TC4
• Traffic Class 2 or TC2
• Traffic Class 1 or TC1

Traffic Class 4 or TC4
TC4 is a standard traffic class, used for delivering residential and small business broadband services. There are no guarantees around contention ratio, frame delay, frame delay variation (Jitter) or frame loss and is designed as a low cost, best effort internet service ideal for home and small business users.

Traffic Class 2 or TC2
TC2 is an enterprise-grade traffic class used for delivering high speed symmetrical internet and layer 2 or layer 3 eWAN services. It has a guaranteed 1:1 contention ratio, and high level guarantees on frame delay, Jitter and frame loss as well are corporate support and around the clock monitoring.

TC2 is really designed to service larger organisations that rely on their internet and WAN services for voice, video, terminal services and other delay-sensitive applications and is well worth considering for enterprises such as local government, where a stable internet service is vital.

TC2 makes a great secondary or primary path in a high availability WAN or internet configuration as the the nbn™ network is independent of any carrier, the level of diversity you can achieve when using another carrier service in conjunction with an nbn™ TC2 service is very good.

This solution is ideal for those managers not willing to put all their eggs in one basket, The end game is a second internet connection that you can rely on if one of your connections goes wrong.

Traffic Class 1 or TC1
TC1 is the highest-grade traffic class, specifically for delivering low bandwidth, highly delay-sensitive applications such as bidirectional high definition audio. TC1 has a guaranteed 1:1 contention ratio, and high level guarantees on frame delay, Jitter and frame loss.

Sydney / Melbourne Speedtest Mirrors

Exciting News! Aus Net Servers Australia Pty Ltd has partnered with Speedtest.net to offer our customers speedtest.net mirrors in Ballarat, Melbourne and Sydney.

We are currently planning on bringing online our Perth mirror from our acquired NextDC P1 datacentre space in the coming months.

Tech Specs

:: Melbourne ::
CPU: 2x CPUS
RAM: 4GB Ram
Hard Disk: 50GB SSD
OS: Centos 7.2
Network Port: 1Gbit/sec
Upstream Capacity: 10Gbit/sec
Launch Date: 15/12/2017

:: Sydney ::
CPU: 2x CPUS
RAM: 4GB Ram
Hard Disk: 50GB SSD
OS: Centos 7.2
Network Port: 1Gbit/sec
Upstream Capacity: 10Gbit/sec
Launch Date: 30/01/2018

:: Ballarat ::
CPU: 1x CPUS
RAM: 2GB Ram
Hard Disk: 50GB SSD
OS: Centos 7.2
Network Port: 100Mbps
Upstream Capacity: 500Mbps
Launch Date: 01/01/2016

:: Perth :: (Coming Soon)
CPU: 2x CPUS
RAM: 4GB Ram
Hard Disk: 50GB SSD
OS: Centos

Planned Network Upgrades

Start Time: 09/12/2017 21:00 AEDST GMT +10
Finish Time: 10/12/2017 01:00 AEDST GMT +10
Estimated Window: 4 Hours

Current Status: Planned / Scheduled
Customer Impact: Critical

Notes:

Planned Maintenance will be undertaken in the evening on Saturday 09/12/2017 and may extend into Sunday 10/12/2017.

During this time there will be network outages for a period of up to 4 hours whilst new carriers and carrier hardware is added to our core network

While we do apologise for any inconvenience that this may cause you it’s a necessary upgrade to continue to allow us to service our customers.

We urge that you plan ahead and make sure that you make alternate arrangements if need be.

Once these upgrades are completed we will and have capacity to add more peering such as Netflix, Stan and Azure Cloud / Microsoft Services free of charge in order to offer you a better service experience

During this outage our call centre will be closing at 7PM (usually 10PM) however our network operations centre staff will be on call during this time however we only ask that you use this if your services are offline after the outage window

Further updates (if required) will be posted below:

###################################################################################

 

New Invoice Layouts

Over the past few weeks you may have been lucky to see sneak peaks of our new invoice layout.

I can now officially announce Thay we are very excited to be launching a new invoice layout that boosts better and clearer layout  which will take effect on August 1st 2017 

It’s been over 6 months planing and execution to get to this point. 

Some of the new features will include:

  • Better layout for SIP call charges
  • Clearer payment methods
  • BPAY will be offered to each client at a cost of $1.10 per transaction
  • All invoices will now have have an invoice making it much easier to pay your invoices in-store
  • Detailed transaction layout showing all payments in full or part payment 
  • Exciting news section on all new invoices 

Customer Feedback

Your feedback rating and comments on suppprt tickets is very valuable and is read by management. We ask when you submit a ticket and it’s answered and subsequently resolved and closed that you take a few moments to leave some comments and a rating on how we did assisting you with your enquiry. 

WannaCry Ransomware Infection

It has come to our attention that we still have a few customers that have still not installed and or rebooted their servers to protect themselves from the WannaCry Cryptolocker infection. It is paramount that you install the patch that was released from microsoft as soon as possible. 

A patch for the underlying vunribility was released from a Microsoft on March 14th 2017 more then 2 weeks before this attack started.

I would also like to take this opportunity to remind customers to ensure they have adequate backups of their data on their servers as frequently as possible.

For more information about the attack please see here: https://en.m.wikipedia.org/wiki/WannaCry_ransomware_attack

If you have any questions or concerns please call us on 1300 933 038.

Our New Retail Shop

Our new retail shop has undergone a complete make over both inside and out.

With our new retail store located at 23 Harold Street in Wendouree VIC you will be able to place and manage orders, pay your invoices, meet your account manager plus much more.

Come in and check out our large range of IT and hosting services as well as Internet and phone trunks for your home or business

Come in and say hello today or give us a call on 1300 933 038

Merry Christmas

Evening All,

Just a quick note to advise that Christmas presents and card will be sent out tomorow to all our corporate and business customers. Please note that we shut from 12PM tomorrow 23/12/2016 and will re open 15/01/2016.

From all the team here at Aus Net Servers Australia Pty Ltd we wish you a very Merry Christmas and a happy new year.

Please note that eTicket support will operate as normal with slight delays in response time, our business support centre will be closed during the break and our NOC will operate 24/7 as normal.