Telstra Business and BigPond® services moving to Telstra Apps Marketplace FAQs

[#1]

Telstra Business and BigPond® services moving to Telstra Apps Marketplace
 
General FAQs
 
Q: What is Telstra Apps Marketplace?
A: Telstra Apps Marketplace is a convenient online store, where you can purchase and manage your business applications. It’s also a single place to manage your cloud services, such as email and web hosting. You can choose from a range of great business apps like DocuSign, Box and the Microsoft Office 365 suite. Telstra Apps Marketplace offers the convenience of one bill for all its products and services.
 
Q: Which of my services are moving to Telstra Apps Marketplace?
A: The following services will be moved:
• BigPond Family Hosting
• BigPond Premium Hosting
• BigPond Webhosting
• Telstra Business Online
• Domain Name Registration

There will be some minor name changes. Please refer to the table further down in these FAQs for a full list.

Q: When is my service being moved?
A: The move will take place between Thursday March 23 and Saturday March 25, 2017. Between March 23 and 25 you’ll be unable to use Mission Control (your service’s management console) but there’ll be no disruption to your service. From March 26 you'll access Mission Control via your Telstra Apps Marketplace ‘MyApps’ page. We’ll notify you when your services have been moved over. Learn more about accessing Mission Control at the end of these FAQs.
 
Q: What’s happening to my current management console?
A: Your existing Mission Control console will eventually be decommissioned. Once you’ve signed into Telstra Apps Marketplace, you’ll enjoy access to updated versions of the console via the ‘My Apps' page.
 
Q: Is there someone I can talk to about this change?
A: If you have questions, feel free to call us on 1800 878 483, and we’ll do our best to help. However, if you need support for your current services, please contact the usual channels until after the move.
    
Q: Will my pricing be affected?
A: No, your current pricing won’t change.
 
Q: Will I be able to continue adding mailboxes, as per my current plan?
A: Yes, you’ll be able to add one or more mailboxes for services that offer this feature prior to the move.
 
Important: Mail services
Are my mail products moving over at the same time?
No. Your existing mail products will be moved at a later date. We’ll notify you when that’s going to happen. In the meantime, continue to access your existing Mission Control for mail services management via the URL you currently use.

What if I have mail products and hosting products? Do I access Mission Control from different places?
Yes, until mail services are moved over to your Telstra Apps Marketplace account you’ll continue to access Mission Control for these products via the URL you currently use.

What about mailboxes added to my Hosting product?
Both standard (POP) and purchased add-on mailboxes will appear in your hosting plan’s Mission Control mailbox section.

Following the move of mail services to your new account, the purchased add-on mailboxes will appear as products icons in your MyApps page. You’ll be able to access Mission Control and manage these mailboxes by selecting the mail product icon from the MyApps page.

Billing FAQs

Will my current billing change?
You’ll shift to a new Telstra Apps Marketplace billing cycle from April 1, 2017. Your service will be still be billed a month-in-advance, but the billing period will be from the first of the month to the end.
Credit card customers

Your payment date will be aligned to Telstra Apps Marketplace and your credit card will be debited on the first of every month. Your first debit will be on April 1, 2017 for the month in advance.
Telstra Account bill customers
Your Telstra bill will arrive on the same day it always does, however, the bill will reflect the Telstra Apps Marketplace billing period – from the first of the month, to the end. This period will begin April 1, 2017.

How will I be billed for the period from my last bill issued and the first bill from Telstra Apps Marketplace?
This period will be billed in the coming months via Telstra Apps Marketplace. A pro-rata adjustment to align the billing periods will be reflected in a later bill.

Will there be any billing changes to yearly subscriptions?
Some Add-on product subscriptions will change from yearly to monthly.

What if I need to know more details about the migration, including additional billing questions?
Please contact support on 1800 878 483 (option 1).
 
If you’re an existing Telstra Apps Marketplace customer
Will my services be added to my existing Telstra Apps Marketplace account?
Yes. If you’re an existing Telstra Apps Marketplace customer and the ABN and Telstra Account Number supplied by you in Telstra Apps Marketplace matches those provided in your online services moving over, your services will be added to your existing Telstra Apps Marketplace account.

My company has multiple products – how will this move affect me?
Products which belong to the same company will be moved to Telstra Apps Marketplace under one company account. We’re using registered information, such as your ABN (Australian Business Number), company name and email address to identify your company.

What if my ABN is the same between my online services and Telstra Apps Marketplace but my Telstra Account Number is different?
Your services will be moved onto a new company but remain listed under your current Telstra Apps Marketplace account. You’ll be billed to the Telstra Account Number in the account that is moving over.

How do I know that my services have been added to my Telstra Apps Marketplace services?
We’ll notify you when it’s all done and you can log in to your Telstra Apps Marketplace account and view your migrated services alongside your existing services on the MyApps page. Select the service’s icon to access the Mission Control management console.

Mission Control management
How do I access Mission Control?
Please refer to the simple steps at the end of these FAQs.

Can I access Mission Control on the weekend my services are moving over?
From March 7 you won’t be able to add, move, or change your services in the Mission Control console. Starting from March 26 you’ll access Mission Control from the MyApps page of your Telstra Apps Marketplace account.

Someone else manages my services in Mission Control. Can they do this in Telstra Apps Marketplace? How?
You’ll need to share your log in credentials with an authorised third party, though be aware that they will have visibility of account details.

Support tickets

What happens to the unresolved support ticket I have before the move?

Open support tickets associated with services that are being migrated will be handed-over to the Telstra Apps Marketplace support team. You can contact the support team on 1800 878 483 and select option 1.

How can I access my support tickets in Telstra Apps Marketplace?

You’ll be able to access your support tickets via Telstra Apps Marketplace after the move. Log in and select the ‘Support’ tab. Here you can track or open tickets, or ‘incidents’ as they are known in the marketplace.

New product names

Check the table for possible changes to your product and plan names:

Previous product name	New product name	Previous plan name	New plan name
BigPond Family Hosting	Family Hosting	Business Hosting 20 Plan (Mth)	Business Hosting 20 Plan (Mth)
BigPond Premium Hosting This product offers multiple optional / chargeable add-ons	Premium Hosting This product offers multiple optional / chargeable add-ons	Premium Hosting 20 Mth	Premium Hosting 200 Mth
		Premium Hosting 100 Mth
		Premium Hosting 200 Mth
		Premium Hosting 20 Yr	Premium Hosting 200 Yr
		Premium Hosting 100 Yr
		Premium Hosting 200 Yr
		Premium Hosting 70 Mth	Premium Hosting 500 Mth
		Premium Hosting 70 Mth (No Setup)
		Premium Hosting 250 Mth
		Premium Hosting 500 Mth
		Premium Hosting 70 Yr	Premium Hosting 500 Yr
		Premium Hosting 250 Yr
		Premium Hosting 500 yr
		Premium Hosting 150 Mth (No Setup)	Premium Hosting 800 Mth
		Premium Hosting 400 Mth
		Premium Hosting 400 with IP Mth
		Premium Hosting 800 Mth
		Premium Hosting 800 with IP Mth
		Premium Hosting 400 Yr	Premium Hosting 800 Yr
		Premium Hosting 800 Yr
		Premium Hosting 800 with IP Yr
		Premium Hosting 1000 Mth	Premium Hosting 3000 Mth
		Premium Hosting 1500 Mth
		Premium Hosting 3000 Mth
		Premium Hosting 1000 Yr	Premium Hosting 3000 Yr
		Premium Hosting 1500 Yr
		Premium Hosting 3000 Yr
BigPond Webhosting	Webhosting This product offers Additional POP mailbox (optional /chargeable)	Bronze Mth (12 Month Contract)	Bronze Mth (12 Month Contract)
		Bronze Yr	Bronze Yr
		Silver Mth (12 Month Contract)	Silver Mth (12 Month Contract)
		Silver Yr	Silver Yr
		Gold Mth (12 Month Contract)	Gold Mth (12 Month Contract)
		Gold Yr	Gold Yr
	Domain Names – Admin Fee (Bronze plan only)	.com (yearly) admin fee	.com admin fee
		.com (mth) admin fee
		.net (yearly) admin fee	.net admin fee
		.net (mth) admin fee
	Domain Names – WebHosting Bundle (Silver and Gold)	.com (BigPond Bundle)	.com (Webhosting Bundle) Yr
		.info (BigPond Bundle)	.info (Webhosting Bundle) Yr
		.net (BigPond Bundle)	.net (Webhosting Bundle) Yr
Telstra Business Online This product offers multiple optional / chargeable add-ons	Business Online This product offers multiple optional / chargeable add-ons	Business Online 200MB Mth	Business Online 200MB Mth
		Business Online 200MB Yr	Business Online 200MB Yr
		Business Online 500MB Mth	Business Online 500MB Mth
		Business Online 500MB Yr	Business Online 500MB Yr
		Business Online 800MB Mth	Business Online 800MB Mth
		Business Online 800MB with IP Mth
		Business Online 800MB Yr	Business Online 800MB Yr
		Business Online 3000MB Mth	Business Online 3000MB Mth
		Business Online 3000MB Yr	Business Online 3000MB Yr
Business Mail Extra -SMTP Mass Email	Business Mail Extra -SMTP Mass Email	Business Mail Extra - 1 SMTP Mass Email	Bus Extra SMTP Mass Email
Domain Name Registration	Domain Name Registration	.biz (TELPPT)	.biz Registration
		.biz (TELTIM)
		.com (TELTIM)	.com Registration
		.com (TELPPT)
		*.com 2 Year Renewal (TPP)
		.com 1yr Promo Price REG ONLY
		2006 plan ".com" registration
		.com.au (TELTIM)	.com.au Registration
		.com.au (TELPPT)
		.com.au 2 yr REG ONLY
		2006 plan ".com.au" Registration
		* '.com.au' Registration
		.info (TELTIM)	.info Registration
		.org (TELPPT)	.org Registration
		.org (TELTIM)
		.org.au (TELPPT)	.org.au Registration
		.org.au (TELTIM)
		* '.org.au' Registration
		.net (TELPPT)	.net Registration
		.net (TELTIM)
		.net.au (TELPPT)	.net.au Registration
		.net.au (TELTIM)
		2006 plan ".net.au" Registration
		.net.au Promo Pricing Reg Only
BigPond Premium Mail This product offers SMTP Access (optional / chargeable)	Premium Mail This product offers SMTP Access (optional / chargeable)	Solo Manager 03/10 - $4.95 per month	Solo Manager
		Solo Manager Plus 03/10 - $6.95 per mth	Solo Manager Plus
		Group Web Access 03/10 - $9.95 per month	Group Web Access
		Group PC/Web Access 03/10 - $14.95/mth	Group PC / Web Access
		Managed Exchange 03/10 - Basic Access
		Managed Exchange 03/10 - PC & Web Access
		Managed Exchange 2010 - PC & Web Access
		Standard Email (POP)	Standard Email (POP)
Telstra Exchange Mail    Also known as Managed Exchange Mail    Also known as Telstra Exchange - 10	Exchange mail This product offers Additional POP mailbox (optional /chargeable)	Exchange Mail Standard	Exchange Mail Standard
		Exchange Mail Standard + Calendar	Exchange Mail Standard + Calendar
		Exchange Mail Advanced	Exchange Mail Advanced
		Exchange Mail Executive	Exchange Mail Executive
Telstra Exchange    Also known as Managed Exchange Mail    Also known as TB Bus Mail	Business Mail	Business Mail Standard	Business Mail Standard
		Business Mail Advanced	Business Mail Advanced
		TBB Core Business Mail - 10 Free POP	TBB Core Business Mail - 10 Free POP