# Connectivity

Before we dive into the details of each product — **nbn TC4**, **nbn Enterprise Ethernet (EE)**, **Telstra Ethernet Access (EA)**, and **AAPT Fibre** — it’s important to understand **who is responsible for what** when delivering and supporting these services.

Each service involves multiple parties — **Hosted Network**, our **upstream provider** (nbn, Telstra, or AAPT), and **you as our partner/customer**. To ensure smooth delivery, ongoing support, and a clear escalation process, we’ve created a **Responsibility Matrix**.

This matrix outlines:

* The specific roles and tasks handled by Hosted Network
* What the upstream carrier is responsible for
* The actions and checks expected from you as the partner/customer

By reviewing the Responsibility Matrix first, you’ll have a clear picture of where responsibilities lie. This will help speed up issue resolution, improve communication, and set the right expectations throughout the service lifecycle.

## **Responsibility Matrix**

<table><thead><tr><th width="217">Responsibility Area</th><th>Upstream Carrier (nbn, Telstra, AAPT)</th><th>Hosted Network </th><th>Partner</th></tr></thead><tbody><tr><td>Service provisioning (physical &#x26; logical)</td><td>Perform physical connection and network provisioning</td><td>Manage order, coordinate provisioning, and confirm service readiness</td><td>Confirm service requirements and site readiness</td></tr><tr><td>Network fault investigation (nbn infrastructure)</td><td>Diagnose and repair faults in nbn network</td><td>Log fault with nbn, manage updates, and coordinate resolution</td><td>Informed of progress and resolution steps</td></tr><tr><td>On-premises fault investigation (CPE, cabling, power)</td><td>Not involved</td><td>Provide guidance and troubleshooting steps</td><td>Perform tests, swap hardware, and check internal cabling/power</td></tr><tr><td>Site access arrangements</td><td>Coordinate technician visits with Hosted Network</td><td>Liaise between nbn and customer to arrange visit</td><td>Provide site contact and ensure access is available</td></tr><tr><td>CPE (Customer Premises Equipment) maintenance</td><td>Not involved</td><td>Provide specs, requirements, and configuration advice</td><td>Maintain, configure, and replace hardware as needed</td></tr><tr><td>Service upgrades/downgrades</td><td>Apply network-level changes</td><td>Process orders and manage change implementation</td><td>Approve and request changes</td></tr><tr><td>Service cancellation</td><td>Informed of disconnection order</td><td>Process cancellation with nbn</td><td>Submit cancellation request</td></tr></tbody></table>


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