Service description

This service description defines the scope of functions and the framework conditions for the available service categories for Unwired hotspot services, internet access, services, and goods deliveries. For all services used, the General Terms and Conditions of Unwired Networks GmbH apply in their currently valid version, unless different provisions have been agreed in writing within a confirmed offer.

For a fee, Unwired operates a Wi-Fi hotspot service for the customer with administration, marketing, and monitoring services. In addition, internet access and services such as installation and maintenance underlying the Wi-Fi service are provided.

You can also download our service description in its currently valid version here as a PDF file.

Product Variants – Unwired WLAN Cloud Hotspot Service

1.1 Hotspot – Purchase Option

Unwired provides the contractual partner at defined locations with administration, marketing, and analytics services for Wi-Fi hotspots, supplies compatible hardware, and provides supplementary installation and maintenance services for a one-time fee.

The service includes the following:

• Unwired WLAN Cloud administration, marketing, and monitoring services according to the Unwired WLAN Cloud section
• Internet access according to the Internet section
• Installation of Unwired WLAN hotspots and supplementary network infrastructure according to the Services section
• Administration, support, and maintenance according to the Service Level section

The hardware becomes the property of the customer and is defined according to the Hardware section. A subscription to the Unwired WLAN Cloud is required for operation.

1.2 Hotspot – Rental Option

Unwired provides the contractual partner at defined locations with administration, marketing, and analytics services for Wi-Fi hotspots, installation and maintenance services, as well as the provision of the required Wi-Fi hotspots and network hardware for an ongoing fee.

The service includes the following:

• Unwired WLAN hotspot according to the Hardware section
• Unwired WLAN Cloud administration, marketing, and monitoring services according to the Unwired WLAN Cloud section
• Internet access according to the Internet section
• Installation of Unwired WLAN hotspot and supplementary network infrastructure according to the Services section
• Administration, support, and maintenance according to the Service Level section

All hardware made available to the customer remains the property of Unwired in the case of rental.

1.3 Hotspot – WLAN as a Service Option

For a fee, Unwired provides the contractual partner at defined locations with public internet access via a Wi-Fi network protected by a login page (“Captive Portal”) (an “SSID”).

The service includes the following:

• Broadcasting of one SSID with a name freely selectable by the contractual partner in the 2.4 GHz Wi-Fi band on channels 1-11
• Display of a login page (“Captive Portal”) in the design of the contractual partner (background, logo, color scheme, content, redirect to the client’s public website, guest login)
• Internet access according to the Internet section
• Administration, support, and maintenance according to the Service Level section

Implementation can only take place after a positive check of hotspot availability and capacity at the locations requested by the contractual partner. The actual bandwidth for end users depends on the physical conditions on site, in particular network coverage and network utilization, and no minimum bandwidth can be guaranteed. In parallel with the booked “WLAN as a Service”, Unwired is entitled to provide additional WLAN services on the same locations and hotspots regardless of their content.

Unwired WLAN Cloud

The Unwired WLAN Cloud is an online service for the administration of Wi-Fi hotspots, the configuration and content design of Wi-Fi login pages (“Captive Portal”/“Splash Pages”), as well as the monitoring of device and user activities. The functions listed below are activated in the tenant authorization system depending on the services offered.

2.1 Hotspot Management

Hotspot settings are managed via hotspot management. Group configuration allows the settings of a hotspot group to be managed centrally, except for hotspot-specific settings such as transmission power and channel.

• Administrative information: name, MAC address, type (automatic detection), address, link, coordinates, group membership, activation, log, group inheritance, activity status (enabled, disabled, planning)
• Uplink: wired, mobile
• IP: DHCP or static
• Bandwidth: maximum download and upload bandwidth per access point
• Data limit: MB/month (hotspot is then deactivated)
• Uplink networks: 1 uplink network per SSID, e.g. WAN, VLAN, Cloud
• Radio configuration: hardware-dependent number of SSIDs per radio module/AP with channel selection and transmission power setting
• Guest networks: 1-4 SSIDs per hotspot (e.g. 1 public Wi-Fi without encryption, one employee Wi-Fi with encryption, one service Wi-Fi for cameras with encryption, …), timer (e.g. no Wi-Fi at night)
• Wi-Fi security: open network, WEP, WPA2-PSK

2.2 Login Page

The Unwired WLAN Cloud system recognizes users who have not yet connected to the hotspot network, or those who have used up their usage quotas, and redirects HTTP requests to a login page definable per hotspot group. This must be used by the end user in order to establish an internet connection via one or more offered authentication methods.

• The login page adapts to the end device (“responsive web design”)
• The login page recognizes the device language, with fallback to a default language if the login page is not available in the device’s language
• The login page displays one or more information widgets. These may contain text, images, links, embedded websites, etc.
• Before login, only content can be displayed that is available to the end user without an internet connection (“Walled Garden”)
• The login page can manually or automatically redirect the end user after login to the page called up before login or to a page defined by the contractual partner
• The login page supports login with terms of use, social login with Facebook, login via external systems through redirect, login for registered users, login via Skiline.cc, and assignment of users to certain service classes (“Network Groups”) depending on the selected authentication method or depending on the username or MAC address

2.2.3 Facebook Login

Facebook Login enables end users to sign in on the login page using their Facebook credentials. After the first login, the end user authorizes the retrieval of name and email address from Facebook and is then redirected to the target page configured for the login page. The retrieved Facebook user data is stored in the “WLAN User Administration” and can be individually accessed there by an authorized administrator of the contractual partner.

2.3 Captive Portal CMS

System for the editorial and technical administration of login pages.

• Templates: freely designable templates as the basis for any number of splash pages of a tenant, defining the elements editable by editors (e.g. terms of use are editable only by operators in the template)
• Splash Pages: instances of a template assigned to a specific location (group) and containing editorial content or apps in one or more languages if applicable
• Splash Page Settings: define the behavior of the splash page, e.g. online/offline, available languages, default language, available login methods and their usage profiles (bandwidth, max. data volume, max. time), login behavior (e.g. redirect to a specific URL, automatic login without displaying the login page for returning visitors, …), Google Analytics code

2.4 Real-Time Hotspot Monitoring

• Tenant usage: hotspots online/offline, total number of clients, total bandwidth usage of all hotspots
• Real-time hotspot usage: connected clients, current bandwidth
• Real-time hotspot status: uptime, IP, gateway IP, utilization, last configuration update, WAN/WLAN MAC, firmware version, online/offline status
• Hotspot status by email: status information for administrators of a hotspot by email (individual or daily summary)

2.5 Reports

Monthly, weekly, and daily analyses of the use of the Wi-Fi network per tenant and group. Reports are automatically generated daily and sent by email to the email addresses stored for the administrators assigned to the tenant.

• Number of access points and online status at the time of report generation
• Transferred data volumes per group
• Number of unique devices per period
• Number of sessions per period
• Most frequently accessed domains of all customers
• Percentage distribution of device languages (planned 2017)
• Number of new and returning users (planned 2017)

2.6 Groups, Roles & Rights Management

• Access point groups: e.g. for structuring access points into locations for assigning location-related information (create, edit, delete, display)
• Administrative roles: creation, modification
• Removal of administrative roles, e.g. tenant administrator, location administrator, content manager, marketing (reports). Assignment of multiple roles to one administrative user for different groups is possible
• Administrative users: creation, modification, and removal of administrative users

2.7 WLAN User Administration

• Guest users: create, edit, activate, deactivate guest network users (e.g. a mobile phone), or users who have registered on the captive portal
• Usernames and passwords: creation of users with username and password for login on the captive portal and assignment to a network profile
• MAC authentication: activation of a device (e.g. webcam) based on its MAC address (no login via splash page required)

2.8 Vouchers

Vouchers are used to define business models for paid Wi-Fi hotspot internet access, as well as to create individual vouchers for Wi-Fi users with individually valid access data.

• Voucher templates: creation of voucher business models in the form of voucher templates, e.g. voucher “1 day”, validity “24h” (validity 1-14 days, re-login required after Wi-Fi disconnection, multiple use of one voucher with several devices possible)
• Creation and printing of vouchers at reception via local browser and printer in 2 languages including login code
• Creation of evaluations for the created vouchers and administration of voucher user data (list form)

2.9 Content Filter

The Unwired content filter reduces the chance that unwanted content can be accessed by users of the hotspot internet access. The filter can only be activated for the Cloud Hotspot 500 and Cloud Hotspot Unlimited internet access variants. The following content categories are blocked:

• Pornography
• Weapons
• Drugs
• Gambling
• Hacking
• Spam/Phishing

The filter categories cannot be customized per tenant.

Services

3.1 Consulting & Planning

The service includes individual consulting and planning activities before or during a project by qualified experts in WLAN and WLAN marketing from Unwired. Unless otherwise agreed, these services are charged according to effort.

3.2 Setup Unwired WLAN Cloud

The service includes setting up a tenant for the contractual partner in the Unwired WLAN Cloud system with a defined number of hotspots and administrative users. Setting up a tenant with a number of hotspots exceeding the defined variants is priced individually.

3.2.1 Office

Setup of one tenant with one administrative user, up to 3 access points, 1 WPA2-PSK protected WLAN network (SSID) with uplink to the contractual partner’s local network, without internet access and hotspot service.

Hotspot 3

Setup of one tenant with one administrative user, up to 3 hotspots, one public WLAN network (SSID) with internet access according to the Internet section.

Hotspot 10

Setup of one tenant with up to 3 administrative users, up to 10 hotspots, one public WLAN network (SSID) with internet access according to the Internet section.

Hotspot 30

Setup of one tenant with up to 5 administrative users, up to 30 hotspots, one public WLAN network (SSID) with internet access according to the Internet section.

3.3 Creation of Login Page

The Unwired WLAN Cloud login page is displayed on a user’s device when connecting to a WLAN hotspot. It is required to enable internet access and can be personalized in three different levels in terms of design.

3.3.1 Standard

Unwired WLAN Cloud standard login page with the contractual partner’s logo. The help page, support form for end users, and the URL under which the login page is called cannot be changed.

3.3.2 Branded

Unwired WLAN Cloud login page styled with individual logo, background image, color scheme, welcome text, and redirect to a website of the contractual partner after login. The help page, support form for end users, and the URL under which the login page is called cannot be changed.

3.3.3 Corporate

Unwired WLAN Cloud login page in an individual design taking into account the client’s corporate identity. The following settings can be customized based on the predefined basic layout:

• Background image
• Logo
• Colors
• Up to 4 standard widgets (text, image/link, iframe, weather, Java/HTML embedding)
• Redirect to a website of the contractual partner after login

The help page, the support form for end users, and the URL under which the login page is called cannot be changed.

3.4 Installation and Configuration

Unwired undertakes the installation of WLAN hotspots, cloud gateways, and the underlying network infrastructure either on the basis of an offer with flat-rate remuneration, according to effort based on the price list valid at the time of order conclusion, or for a fixed fee in the case of standard installation methods.

3.4.1 Standard Installation Method Indoor/Outdoor

• Surface-mounted cabling with cable duct or in suspended ceilings, max. 10m from network termination point
• Installation of hotspot and network termination point with plugs and mounting screws
• Necessary drilling, chiseling, and electrical installation work must be prepared by the customer or licensed company, or may be ordered as additional services
• Installation points must be accessible with a standard ladder. For mast installations above 2.6m, scaffolding or a lifting platform must be provided or commissioned
• An authorized contact person must approve the planned installation points, be present during installation, and accept the provided services

3.5 On-Site Support/Standby

On-site support is provided by qualified personnel from Unwired or service providers commissioned and trained by Unwired, by prior appointment and based on the currently valid price list.

Hardware

Unwired supplies coordinated hardware components for use with the Unwired WLAN Cloud, as well as general network components required for implementing WLAN hotspot projects.

4.1 WLAN Cloud Hotspots

UW-CAP: Unwired Hotspot Indoor

• 360° omnidirectional antenna
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 100 Mbit/s Ethernet with 48V 802.3af POE or 24V passive POE
• 230V AC to 48V 802.3af or 24V passive POE injector
• Configuration via Unwired WLAN Cloud
• Up to 100 Mbit/s WAN, VLAN and up to 20 or 30 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 10-100m (typically 1-2 rooms depending on construction)
• Wall/ceiling mounting bracket

UW-CAPP: Unwired Hotspot Professional Indoor

• 360° omnidirectional antenna
• 2.4 GHz & 5 GHz 802.11a/b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 100 Mbit/s Ethernet with 48V 802.3AF POE
• 230V AC to 48V DC passive POE injector
• Configuration via Unwired WLAN Cloud
• Up to 1000 Mbit/s WAN, VLAN and up to 35 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 10-100m (typically 1-2 rooms depending on construction)
• Wall/ceiling mounting bracket

UW-OAP: Unwired Hotspot Outdoor

• 70° sector antenna
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 100 Mbit/s Ethernet with 24V passive POE
• 230V AC to 24V POE injector, 3 watts (12V, 250mA) idle consumption, 5W (12V, 400mA) up to 50 Mbit/s at 25°C room temperature
• Configuration via Unwired WLAN Cloud
• Up to 100 Mbit/s WAN, VLAN and up to 20 Mbit/s Cloud bandwidth
• Up to 60 simultaneous clients (recommended 40)
• Range 30-150m (typically 1000 sqm with line of sight)
• Excl. wall/ceiling mounting bracket

UW-OAPP: Unwired Hotspot Professional Outdoor

• 60° sector antenna
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 100 Mbit/s Ethernet with 24V passive POE
• 230V AC to 24V POE injector
• Configuration via Unwired WLAN Cloud
• Up to 100 Mbit/s WAN, VLAN and up to 20 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 80-200m (typically 2000 sqm with line of sight)
• Excl. wall/mast mounting bracket

UW-LTEAP: Unwired Hotspot LTE Indoor

• 360° omnidirectional antenna WLAN+LTE
• Industrial LTE module 150/50 Mbit/s
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 100 Mbit/s Ethernet
• 230V AC to 12V DC plug-in power supply, 3 watts (12V, 250mA) idle consumption, 5W (12V, 400mA) up to 50 Mbit/s at 25°C room temperature
• Configuration via Unwired WLAN Cloud
• Up to 100 Mbit/s WAN, VLAN and up to 20 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 10-100m (typically 1-2 rooms depending on construction)
• Wall/ceiling mounting bracket

4.2 Cloud Gateways

UW-CGW: Unwired Cloud Gateway Indoor

• 5x 100 Mbit/s Ethernet RJ45: 1xWAN, 4x LAN (uplinks: WAN, VLAN, Cloud)
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 230V AC to 12V DC plug-in power supply
• Configuration via Unwired WLAN Cloud
• Up to 20 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 10-100m (typically 1-2 rooms depending on construction)

UW-CGWLTE: Unwired Cloud Gateway LTE/HSPA Indoor

• 5x 100 Mbit/s Ethernet RJ45: 1xWAN, 4x LAN (uplinks: WAN (LTE/HSPA), VLAN, Cloud)
• 2.4 GHz 802.11b/g/n 300 Mbit/s
• Up to 4 SSIDs (uplinks: WAN, VLAN, Cloud)
• 230V AC to 12V DC plug-in power supply
• Configuration via Unwired WLAN Cloud
• Up to 20 Mbit/s Cloud bandwidth
• Up to 100 simultaneous clients (recommended 40)
• Range 10-100m (typically 1-2 rooms depending on construction)

UW-CGWP: Unwired Cloud Gateway Professional Indoor

• 5x 1000 Mbit/s Ethernet RJ45: 1xWAN, 4x LAN (uplinks: WAN, VLAN, Cloud)
• 230V AC to 12V DC plug-in power supply
• Configuration via Unwired WLAN Cloud
• Up to 800 Mbit/s WAN, VLAN and up to 50 Mbit/s Cloud bandwidth
• Up to 300 simultaneous clients

UW-CGWE: Unwired Cloud Gateway Enterprise Indoor

• 2x 1000 Mbit/s Ethernet RJ45: 1xWAN, 1x LAN (uplinks: WAN, VLAN, Cloud)
• 230V AC to 12V DC power supply
• Configuration via Unwired WLAN Cloud
• Up to 800 Mbit/s WAN, VLAN and up to 200 Mbit/s Cloud bandwidth
• Up to 2000 simultaneous clients

UW-CIGW: Unwired Cloud Integration Gateway

• 2x 1000 Mbit/s Ethernet RJ45: 1xWAN, 1x LAN (uplinks: WAN, VLAN, Cloud)
• 230V AC to 12V DC power supply
• Configuration via Unwired WLAN Cloud
• Up to 800 Mbit/s WAN, VLAN and up to 200 Mbit/s Cloud bandwidth
• Up to 2000 simultaneous clients
• Support for 3rd party WLAN access points

4.3 Network & Wireless Backhaul

UW-DAPS: Unwired Wireless Backhaul Access Point Short Range Outdoor

• 60° sector antenna dual polarized
• 5 GHz 802.11a/b/g/n 300 Mbit/s
• 1 SSID
• 100 Mbit/s Ethernet with 24V passive POE
• 230V AC to 24V DC POE injector
• Configuration by Unwired
• Up to 100 Mbit/s WAN, VLAN bandwidth
• Range 0.5-2km (with line of sight)
• Wall/mast mounting bracket

UW-DAPL: Unwired Wireless Backhaul Access Point Long Range Outdoor

• 40° sector antenna dual polarized
• 5 GHz 802.11a/b/g/n/ac 866 Mbit/s
• 1 SSID
• 1000 Mbit/s Ethernet with 24V passive POE
• 230V AC to 24V DC POE injector
• Configuration by Unwired
• Up to 450 Mbit/s WAN, VLAN bandwidth
• Range 3-5km (with line of sight)
• Wall/mast mounting bracket

UW-SWP5P24: Unwired POE Switch Indoor

• 5×100 Mbit/s Ethernet RJ45: 1xWAN, 4x LAN
• POE 24V DC passive
• 230V AC power supply to 24V DC
• Configuration by Unwired
• Wall/mast mounting bracket

UW-SWP5P48: Unwired POE Switch Indoor

• 5×100 Mbit/s Ethernet RJ45: 1xWAN, 4x LAN
• POE 48V 802.3af
• 230V AC IEC power cable
• No configuration possible

UW-SWPP16P2448: Unwired Professional 19” POE Switch Indoor

• 16×1000 Mbit/s Ethernet RJ45, 2x GBIC 100 Mbit/s slot
• 230V AC power supply
• 16x 24V passive POE & 48V 802.3af up to 150W
• Local configuration
• 19” rack mounting

UW-SWPP24P2448: Unwired Professional 19” POE Switch Indoor

• 24×1000 Mbit/s Ethernet RJ45, 2x GBIC 100 Mbit/s slot
• 230V AC power supply
• 24x 24V passive POE & 48V 802.3af up to 250W
• Local configuration
• 19” rack mounting

UW-SWPP48P2448: Unwired Professional 19” POE Switch Indoor

• 48×1000 Mbit/s Ethernet RJ45, 2x GBIC 100 Mbit/s slot
• 230V AC power supply
• 84x 24V passive POE & 48V 802.3af up to 250W
• Local configuration
• 19” rack mounting

4.4 Devices from Third-Party Manufacturers

The scope of functions, license, and maintenance regulations for devices from third-party manufacturers, in particular commercial goods but also software and online services, result from the respective product descriptions and the license and maintenance conditions of the distributor and manufacturer, which form a binding part of Unwired’s offer, even if they are not enclosed with the offer.

Internet

In accordance with the provisions of telecommunications law (Austria: TKG 2003, Germany: TMB, TKG), Unwired provides access services within its technical and operational possibilities based on (x)DSL and mobile infrastructure (3G, LTE) of A1 Telekom Austria AG, Hutchinson Drei Austria GmbH, Onstage Online GmbH, WIEN ENERGIE GmbH, Colt International GmbH, tirolnet gmbh, Salzburg AG für Energie, Verkehr und Telekommunikation, Deutsche Telekom AG, as well as via Unwired Cloud (VPN) and 5 GHz wireless backhaul based on its own infrastructure. The services are only available according to the network conditions and expansion possibilities of the named upstream providers and local conditions, or in the case of internet via Unwired Cloud, according to the characteristics of the contractual partner’s existing internet connections. In addition to Unwired’s service descriptions and GTCs, the customer also accepts the pricing provisions of the named upstream providers.

Unwired provides the following access service when the customer enters into an agreement with Unwired for the provision of internet services via the Unwired Cloud. Unwired provides both the physical access service via the physical access infrastructure of its upstream providers from the customer’s network termination point to the Unwired handover points, and the internet access service. An oversubscription factor depending on the access technology is applied (on average 1:30). Implementation can only take place after a positive assessment of technical feasibility.

The devices made available to the customer by Unwired within the scope of the access services remain the property of Unwired and must be returned by the customer to Unwired upon termination of the contract. In the event of improper and/or late return, Unwired is entitled to charge the customer the replacement value of the devices.

The following internet access services may be based on the access technologies listed below depending on the selected variant.

5.1 Cloud Hotspot 500 (UWC-LPWVPN500)

The internet access for hotspot use is based on one of the access services listed below and provides IPv4 connectivity with hotspot login to the internet at the selected location. The internet access includes delivery of a network termination point (Cloud Gateway) to which end devices can be connected via Ethernet (DHCPv4, network /24). The bandwidth is determined by the bandwidth of the selected access service. The daily data volume per end device is limited to 500 megabytes per day. The maximum bandwidth per end device is limited to 3 Mbit/s (download) and 1 Mbit/s (upload). Unwired indemnifies the contractual partner against liability for the unknown use of its hotspot by third parties.

Public IPv4 IP addresses and configuration of the internet connection on the customer’s end device (PC/notebook) are not part of the service. Implementation requirements correspond to those of the underlying access services.

5.2 Cloud Hotspot Unlimited (UWC-LPWVPNUL or UWC-LPWVPNULL)

The internet access for hotspot use is based on one of the access services listed below and provides IPv4 connectivity with hotspot login to the internet at the selected location. The internet access includes delivery of a network termination point (Cloud Gateway) to which end devices can be connected via Ethernet (DHCPv4, network /24). The bandwidth is determined by the bandwidth of the selected access service. The daily data volume per end device and the maximum bandwidth per end device are not limited. Unwired indemnifies the contractual partner against liability for the unknown use of its hotspot by third parties.

Public IPv4 IP addresses and configuration of the internet connection on the customer’s end device (PC/notebook) are not part of the service. Implementation requirements correspond to those of the underlying access services.

5.3 Cloud Hotspot Local

The internet access for hotspot use is based on one of the access services listed below and provides IPv4 connectivity with hotspot login to the internet at the selected location.

The internet access includes delivery of a network termination point (Cloud Gateway) to which end devices can be connected via Ethernet (DHCPv4, network /24). The bandwidth is determined by the bandwidth of the selected access service. The daily data volume per end device and the maximum bandwidth per end device are not limited. The contractual partner is itself responsible for the use of its hotspot by third parties.

Configuration of the internet connection on the customer’s end device (PC/notebook) is not part of the service. Implementation requirements correspond to those of the underlying access services.

5.4 Cloud Remote Access

Through the Cloud Remote Access internet service, the contractual partner receives worldwide access via a combination of public IPv4 address and IPv4 TCP/UDP port to devices with static IPv4 address (assigned fixed via DHCP) at the selected location, e.g. camera systems.

The internet access includes delivery of a network termination point (Cloud Gateway) through which an end device receives a static IP address via Ethernet (DHCPv4, network /24). Commissioning requires notification of the MAC address of the Ethernet interface of the device on site (e.g. camera server) and the TCP/UDP ports used. The bandwidth is determined by the bandwidth of the selected access service at the site. The data volume is unlimited (fair use).

Public IPv4 IP addresses for the device on site or the configuration of the customer’s end device (e.g. camera server) are not part of this internet access. Implementation requirements correspond to those of the underlying access services.

5.5 Office Internet

The internet access is based on one of the access services listed below and provides unrestricted IPv4 connectivity to the internet at the selected location.

The internet access includes delivery of a network termination point (Cloud Gateway) to which end devices can be connected via Ethernet (DHCPv4, network /24).

The bandwidth is determined by the bandwidth of the selected access service. The data volume is unlimited (fair use). Public IPv4 IP addresses and configuration of the internet connection on the customer’s end device (PC/notebook) are not part of the service. Implementation requirements correspond to those of the underlying access services.

5.6 Office Internet with Public IP

The internet access is based on one of the access services listed below and provides unrestricted IPv4 connectivity to the internet at the selected location.

The internet access includes delivery of a network termination point (Cloud Gateway) to which the WAN connection of a router is connected via Ethernet (DHCPv4, static public IP address). The bandwidth is determined by the bandwidth of the selected access service. The data volume is unlimited (fair use).

The public IP address is made available exclusively to the customer for the duration of the service subscription. Implementation requirements correspond to those of the underlying access services.

5.7 Access Services

5.7.1 (x/a/v)DSL

The access service is offered in the following variants according to the “best effort” principle:

• up to 8/0.7 Mbit/s (guaranteed 0.5/0.1 Mbit/s)
• up to 16/3 Mbit/s (guaranteed 8/0.7 Mbit/s)
• up to 30/6 Mbit/s (guaranteed 16/3 Mbit/s)
• up to 50/10 Mbit/s (guaranteed 30/6 Mbit/s)
• up to 100/20 Mbit/s (guaranteed 30/6 Mbit/s)

The access service includes allocation of the listed bandwidth in Mbit/s (rounded), whereby the actual bandwidth depends on the physical conditions on site, in particular the length of the access line. The transferable data volume is unlimited in Austria; in Germany it is subject to standard fair use conditions in the industry.

In addition, the service includes installation and provision of a network termination point at an existing telephone socket. The access service is deemed to have been functionally established as soon as, at the time of installation on the customer’s premises, access to a Unwired test website using a test account is successful. Direct operation of any end devices directly on the network termination point is not permitted.

Implementation requirements are a dry, dust-free installation location, an existing telephone connection socket, a 230V Schuko socket, naming of a contact person on site, and accessibility of the network termination point for installation.

5.7.2 Mobile Network (3G/LTE)

The access service is offered in the following variants according to the “best effort” principle:

• up to 30/5 Mbit/s
• up to 50/20 Mbit/s
• up to 150/50 Mbit/s

The access service includes allocation of the listed bandwidth in Mbit/s (rounded), whereby the actual bandwidth depends on the physical conditions on site, in particular network coverage and network utilization. The transferable data volume is unlimited in Austria for fixed installations; in Germany it is subject to quantity restrictions after which the bandwidth is reduced. In addition, the service includes installation and provision of a network termination point. The access service is deemed to have been functionally established as soon as, at the time of installation on the customer’s premises, access to a Unwired test website using a test account is successful. Direct operation of any end devices directly on the network termination point is not permitted.

Implementation requirements are: a dry, dust-free installation site, 3G/LTE reception on the Hutchinson Drei Austria GmbH network, a 230V Schuko socket, naming of a contact person on site, and accessibility of the network termination point for installation.

5.7.3 Existing Access Service

Existing IPv4-based access services of the contractual partner of common types such as DSL, LTE, cable, fiber optic, or wireless backhaul can be used as a basis for the Cloud Hotspot and internet services of Unwired listed above.

Required as interface are 10/100/1000 Mbit/s RJ45 copper-based Ethernet ports, IP address assignment via DHCPv4, and sufficient bandwidth. Certain access technologies such as GPRS, EDGE, in certain situations 3G/UMTS, and satellite internet are not suitable as a basis for an Unwired internet service. Unwired assumes no responsibility that the existing internet access service fulfills the contractual partner’s requirements regarding bandwidth, latency, and fail-safety. Faults resulting from the sphere of the existing internet access service will be remedied for a fee. Any existing firewall systems must be configured so that the Unwired network termination points can communicate with the Unwired WLAN Cloud.

Service Levels

Unwired undertakes technical operation and technical support for its customers in the event of faults. Unwired operates its services according to the “best effort” principle seven days a week, twenty-four hours a day. Individual services may have different operating times and availabilities according to the service description.

6.1 SLA Standard

Fault reports can be submitted seven days a week, twenty-four hours a day by email to the contact points listed at http://www.unwirednetworks.net/support/, stating the following information:

• Exact location and customer number
• MAC address of the affected access point
• IP and/or MAC address of the affected end device (mobile/tablet/PC)
• Time of occurrence of the fault
• Description of the problem that allows reproduction of the fault
• Priority (informational / critical)

Support hours are weekdays (excluding Austrian public holidays) from 9am to 5pm. The response time to reported service faults for which Unwired is responsible is 8 hours within support hours. Any malfunctions are rectified according to the best effort principle, with critical problems receiving priority.

If a problem cannot be solved via remote access, shipment of a replacement device may be commissioned, the existing device may be sent in, or on-site maintenance may be commissioned. Appointments are assigned according to the “best effort” principle. The contractual partner manages the settings of its tenant, its hardware, and its Unwired WLAN Cloud functions itself without support from Unwired.

6.2 SLA Premium

Fault reports can be submitted seven days a week, twenty-four hours a day by email and by telephone on weekdays from 9am to 5pm to the contact points listed at http://www.unwirednetworks.net/support/, stating the following information:

• Exact location and customer number
• MAC address of the affected access point
• IP and/or MAC address of the affected end device (mobile/tablet/PC)
• Time of occurrence of the fault
• Description of the problem that allows reproduction of the fault
• Priority (informational / critical)

Support hours are weekdays (excluding Austrian public holidays) from 9am to 5pm. The response time to reported service faults for which Unwired is responsible is 4 hours within support hours. Any malfunctions are rectified according to the best effort principle, with critical problems receiving priority.

In addition, Unwired undertakes proactive monitoring of the commissioned services and will act independently in the event of outages. Supplied devices are also replaced in the event of fault with functionally equivalent devices at no additional cost (device, shipping) for the contractual partner beyond the stated warranty period. Configuration changes are carried out on request for the contractual partner. If a problem cannot be solved via remote access, the contractual partner receives a replacement device including return slip for the defective device. If on-site service is required, the contractual partner receives priority service appointments. Appointments are assigned according to the “best effort” principle.

Other

For all services, work, and goods deliveries used, the General Terms and Conditions of Unwired apply. The GTCs are available for download in their currently valid version at https://unwirednetworks.com/service/agb/.

Subject to change. Errors, printing, or typographical mistakes reserved.

Operator Information

Unwired Networks GmbH
Gonzagagasse 11/25
1010 Vienna

Office Address

Gonzagagasse 11/25
Left staircase, 5th floor
1010 Vienna

Contact

Tel.: +43 1 996 20 51
Contact us via our contact form
Internet: www.unwirednetworks.net

Management: Mag. Alexander Szlezak
Register Court: HG Vienna, FN 365784v
VAT ID: ATU66578027

Bank Details

Raiffeisenlandesbank NOE-Wien
BIC: RLNWATWW
IBAN: AT883200000011402401

Supervisory Authority

Austria: Broadcasting and Telecommunications Regulatory Authority (RTR-GmbH), Operator ID: 3097
Germany: Federal Network Agency, Reg. No. 15/167