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

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