Business service FAQs
How do I find out whether I can obtain a service?
What technology does Cirrus use for its Wireless Ethernet services?
- The majority of the Cirrus network is delivered using Ubiquti and Dragonwave microwave equipment.
- Low-end services are normally delivered in the class licensed 5.4 and 5.8GHz bands. This may change depending on the location of the service and the distance from a Cirrus transmission site
- All Cirrus equipment operates with low radio power – similar to the strength of a hand-held mobile phone.
- Our equipment is designed to operate in all weather conditions.
What is the Cirrus Service Guarantee?
|Service Level Objective||99.9%|
|Tech response time||15 mins|
|Target Restoration||4 hrs|
|Interruption Rebates||Measured Quarterly|
How does Cirrus charge for Ethernet services and Internet data?
The network connection into the Cirrus network:
- can be ‘handed off’ to partners via 802.1q trunk or L2TP tunnel
- can be used to carry any service that you choose, including Internet Data
- is unmetered
- can join together multiple network connections into a VPN at no extra cost.
Internet Data is sold either as:
- unlimited plans offered in Megabits per second; or
- limited plans with data rates in Megabits per second and downloads in Gigabytes per month.
Is this a mobile solution?
The customer’s antenna needs to remain stationary.
How does Cirrus wireless compare to ADSL, Midband Ethernet or Ethernet over copper?
- the length, quality and dimensions of the copper cable
- the amount of crosstalk (directly related to ‘cable fill’, the proportion of pairs in the cables carrying DSL)
- noise from sources in the business premises (including wiring)
- noise picked up from the environment eg radio frequency interference
- any faults that might be present (such as water in cable joints).
Geographic coverage achieved at a given headline speed also depends on:
- the topology of the access network
- the statistical distribution of line lengths.
These factors are based on physical science and are identical for anyone operating DSL on an access network. The speed delivered to the end user also can depend on retail and wholesale product definitions, the makers of DSLAM and modem (as standard specifications can be implemented by different designs) as well as other decisions on how the network operates the chosen DSL technology. Backhaul and contention ratios also have an impact on the end user throughput. The line data available to end users from modems is highly variable in extent and quality. It is not a reliable guide to ADSL performance.
Cirrus’s Wireless services have a number of crucial advantages:
- Our business services are sold by actual bandwidth, not ‘up to’ promises
- Our services can be delivered over much greater distances than ADSL
- Our business services are symmetrical, and therefore suitable for VPN links
- Our ability to deliver services is not limited by the uncertainty of the availability of copper or its quality
Is this a 'line-of-sight' solution?
Is Cirrus as fast as other broadband technologies?
Cirrus standard services achieve between 1Mbps and 30Mbps speeds. CirrusX operates at 100Mbps. Speeds in excess of 1Gbps cal also be relivered.
We use the best technology available for your premises. The equipment is extremely powerful, supporting very high bandwidths – faster than almost all standard ADSL and cable technologies. And because wireless links are intrinsically symmetrical, our services offer fast uploads as well as downloads.
Cirrus is a ‘technology agnostic’ company – we use the best technology available for the solution that we want to provide.
Are emissions from wireless equipment harmful?
- Microwave frequencies are assessed by the level of power emitted by the equipment. The current medical consensus is that for microwave frequencies, the danger to humans relates to the degree to which the radiation heats the human body
- As the equipment used by Cirrus is operating at extremely low powers, less than a mobile phone, there are no regulatory restrictions on the use of the equipment.
More information about wireless radiation can be found in the following resources:
- Australian Radiation Protection and Nuclear Safety Agency http://www.arpansa.gov.au/radiationprotection/Factsheets/index.cfm
- Australian Communications Authority (ACA) https://www.acma.gov.au/Citizen/Spectrum/About-spectrum/EME-hub/eme-and-mobile-base-station-compliance
- Australian Mobile Telecommunications Association (AMTA) http://www.amta.org.au/pages/Health.Safety
- EMR Association of Australia http://www.emraustralia.com.au/
- EMFacts – a consultancy http://www.emfacts.com/
- World Health Organisation http://www.who.int/peh-emf/publications/en/
Is wireless an alternative to fibre?
Problems associated with fiber include:
- Upfront Cost: Fibre can be very expensive. Most of the expense comes from physically laying the fibre as well as obtaining approvals for the works – particularly if space in Telstra’s ducts is not available.
- Installation lead-time: A fibre deployment can take anywhere from 6 weeks to 6 months to ‘light up’ once it has been ordered. That can mean costly delays for customers.
The advantages of wireless broadband
- Similar levels to fibre can be achieved (exceeding 99.999%)
- Redundant links can be used from either the same site, or an alternative site
Wireless is non-terrestrial
- Our wireless network has been designed to completely bypass terrestrial networks. This is the case for both last mile access and backhaul links. The result is that our network is completely insulated from the breaks that plague fibre-optic and copper networks
- Wireless connections can be installed in hours, irrespective of the distances involved
Ease of relocation
- Businesses that relocate frequently and customers who need temporary connections love our wireless broadband because it can usually be relocated simply and inexpensively.
- Generally the wireless equipment used is capable of scaling to much higher capacities, so that upgrading is merely a configuration change. As a result, the upgrade costs for wireless broadband services are typically much lower than legacy networks. Therefore, a business can start with just the required capacity and add to it as its requirements grow.
Is latency a problem?
What is latency?
Latency is the time that it takes for any communication to travel from its source to its destination. Some applications (such as Internet games) are sensitive to latency, whilst others (such as Internet telephony) are more sensitive to variations in latency (known as jitter).
What sort of latency should I expect from Cirrus?
We are very good at keeping latency on our network to extremely low levels to optimise our customers’ experience. Customers in remote parts of the network are likely to experience greater latency than those close to our central offices. The Cirrus network expects to add at least 30ms of delay in normal operating conditions, however many users experience latency as low as 5ms. It is also important to note that the latency in the Cirrus network is likely to be only part of the total latency experience by your applications and Cirrus has no control over the routing of your traffic through the Internet.
Does latency affect my ability to use Voice over IP (VoIP)?
VoIP is particularly sensitive to variations in the latency of traffic (jitter). Cirrus has designed its network in order to optimise the performance of VoIP. Nevertheless most VoIP traffic travels across the Internet and this is beyond the control of any one company. The Cirrus network expects to add at least 10ms of delay in normal operating conditions. This may affect the response of VoIP applications if there is significant delay already being experienced over the Internet, however, this is beyond the control of Cirrus. In normal operations the delay attributed to the Cirrus network should be marginal.
Does latency affect my ability to play games on the Internet?
Gaming applications may be affected if there is significant delay already being experienced over the Internet, however this is beyond our control. In normal operations the delay attributed to the Cirrus network should be negligible.
Will the Cirrus antenna interfere with any of the other equipment onsite?
It is very unlikely that Cirrus antennas would interefere wit any other equiment. If there is interference then it is likely to be with equipment of a similar kind. If this does happen then it is relatively easy to identify the owner and to manage the frequencies to avoid interference.
Will my cordless phone or microwave interfere with my Cirrus Internet connection?
Some cordless phones operate in the class licensed 5GHz bands and have the potential to interfere, however because Cirrus’ antennas are on the roof, intereference is extremely unlikely.
Does the weather affect the Cirrus network?
Will the Cirrus wireless network support VoIP?
How does the billing work?
When does the billing period start?
Cirrus charges from the date your service commences.
Will I receive an invoice each month and what will it look like?
Cirrus will provide an itemised invoice each month. You will also receive an invoice whenever there is a transaction – whether we are charging you, you are paying us, or we are applying a credit to your account. These invoices will be sent by email. If you wish to change your billing email address, please let us know at email@example.com
What will appear on my bill?
The ‘Amount’ column shows the amount associated with a given transaction. CR denotes a credit to your account (which will arise from a payment or from Cirrus applying credit to your account). DR denotes a debit to your account which will arise when the charges for your service fall due. The ‘Balance’ column shows the amount in your account as a result of a given transaction. The ‘Current Balance Due’ is the amount in your account at the end of all of the transactions in the invoice. If the amount has DR after it, then this is the amount that you owe Cirrus.
What payment options are available?
Cirrus accepts payment by credit card or by BPAY only, unless there are exceptional circumstances. Contact your bank for information about BPAY, or visit visitwww.bpay.com.au Please note that Cirrus does not accept Amex or Diners Club cards.
What happens if I don’t pay my bill by the due date?
Cirrus reserves the right to disconnect any accounts that are in arrears and apply a late payment fee.
Can I change my credit card details?
Yes, please contact Cirrus on 1300 001 008
Is the Cirrus network secure?
Interception by others
The Cirrus network is secured with 256-bit AES encryption on all links. While we cannot warrant the security of the network, we take every reasonable precaution to protect our customers’ confidentiality. Should any customer feel their information is in need of highly secure protection, their own solutions should be deployed.
Cirrus protects its own servers with anti-virus applications and there is an antivirus and anti-SPAM filter operating in our firewalls. However Cirrus cannot guarantee that any network is protected from viruses, Trojans or other malware. Cirrus strongly recommends all customers invest in appropriate anti-virus, anti-malware and anti-SPAM solutions. Cirrus does not currently offer any services in this area but may do so in the future. All existing Cirrus customers will be informed of any changes to this policy.
Do I need a firewall?
Our network is fire-walled at the upstream gateway. Current firewall policies only allow inbound sessions to traverse the firewall on the outbound ports for that session. If you are using Peer to Peer services, please discuss your P2P requirements with our technical support experts firstname.lastname@example.org Incoming VPNs (to the Cirrus customer) will require configuration by Cirrus. Outgoing VPNs (from the Cirrus customer) are transparent.
How do I stay secure
Ensure that your computer stays adequately protected for a safer and more secure online experience by following these basic rules:
- Take action immediately if you suspect your computer has been compromised: * Report unauthorised access to the police. Change your passwords immediately and contact your bank if you suspect personal financial information has been stolen.
- Keep your anti-virus and other security software updated.
- Install a firewall to prevent unauthorised access to your computer.
- Turn on automatic updates so that all your software receives the latest fixes.
- Get a stronger password and change it regularly.
- Stop and think before you click on links or attachments. Don’t open suspicious emails or attachments from unknown sources. Don’t click on links in emails requesting your personal details.
- Use filters to protect you and your family from websites with content inappropriate for children. To see a list of filters, visit the following site: https://www.commsalliance.com.au/Activities/ispi/fff
- Stop and think before you share any personal or financial information about yourself, your friends or family online.
- Configure your wireless network securely. If you are using a wireless router/modem, enable the security features with a strong password. Use WPA or WPA2 encryption on your Wi-Fi equipment.
- Know what your children are doing online. Make sure they know how to stay safe and encourage them to report anything suspicious. For further information about online safety go to the Australian Government’s Cyber safety website: esafety.gov.au.
The Australian Government undertakes a range of awareness raising initiatives including:
- The Australian Government’s cyber security website www.staysmartonline.gov.au which refers to a number of initiatives including the Stay Smart Online email alert service and the Budd:e cyber security education package for Australian Schools.
- The Australian Communications and Media Authority is a statutory body responsible for the regulation of broadcasting, the Internet, radio communications and telecommunications. The ACMA operates a range of cyber safety and cyber security education and awareness programs designed for children, parents and teachers. To learn more about these programs visit www.esafety.gov.au.
- iDcare is an Australian and New Zealand national identity theft support service. They offer personalised support to individuals who are concerned about the personal information. You can visit their website at www.iDcare.org or contact them via phone on 1300 432 273