Business and Government Terms
Our Customer Terms sets out our standard customer terms. To understand your rights and obligations, you should read both the General Terms and the section that relates to your service or solution. Under telecommunications legislation, you and we must comply with these terms unless we have agreed differently.
Services
Our Customer Terms sets out our standard customer terms. To understand your rights and obligations, you should read both the General Terms and the section that relates to your service or solution.
Small Business
If you are a Small Business Customer these General Terms apply to you. For any service, you are a small business customer if you do not resell your service and:
you are a business and use your service primarily for business purposes, did not have the chance to negotiate the terms of your contract with us, and have an annual spend with us of less than $40,000;
you are not a business but use your service primarily for business purposes; or
you use your service primarily for personal purposes, but that service is of a kind ordinarily acquired for business use.
More details available in the General Terms.
Corporate
If you are a corporate customer these General Terms apply to you.
For any service, you are a corporate customer if you are a business who acquired your service primarily for business purposes, and either had the chance to negotiate the terms of your contract with us, or have an annual spend with us of more than $40,000.
This is the Basic Telephone Service section of Our Customer Terms.
General
The Basic Telephone Service
Connecting the Basic Telephone Service
Temporary disconnections
Faults
Charging
Calling Line Identification
Telephone numbers
Rental telephones
Changing of customer
Local Number Portability
Other work we do for you
Performance specifications
Business phone services
Business Services
Cordless Twin Handset Promotion
Business Cordless Triple Handset Promotion
BusinessLine plans
Business Exchange Line service
EasyAccess
International calls from business services
List of international dial codes
Home Business Phone Plans
You can find the terms and conditions for Telstra Home Phone Plans (for Business) here.
Home Business Voice
Discounts
Flexi-Plans
Other Call Types
1800 calls
13 calls
Calls to InfoCall 190 numbers
Conference calls
Calls to Telstra Mobile Satellite numbers
Calls to Optus MobileSat numbers
Calls to Iterra services
Calls to Radio paging service
Calls from Norfolk Island
Calls from Antarctica
Telstra Mobile service (automatic)
Operator Assisted Calls
Calculating charges
Service fees
Particular person, reverse charge, third party charge and Australia Direct reverse charge and third party charge calls
Call charges
Directory assistance
Call Connect
Yellow Pages Connect
Wake Up & Reminder service
Managing calls
BusinessLine Features
Call Waiting
Call Forward
Call Return
Call Back
3-Way Chat
Unlimited Call Back
Calling Number Display
Call Forward Selected Callers
Call Forward Set the Time
Call Control
Delayed Hotline
Abbreviated Dialling
Smart Ring
Multiple Number
Remote Access
BusinessLine Features Package
Feature Assistant (1#)
MessageBank
Call Barring
Call Diversion (Number Only)
BusinessLine Fax
Business Links
Line Hunt
Centel
Talking Text message service
Other Service Options
Itemised local calls
Metering options
Instant Hotline
Indial
Number Redirection service
Charging zones
Charging districts
Charging zones
Charging precincts
Exchange service areas
A listing of the Telstra Exchange Service Areas
Telstra Business Voice on nbn and PSTN (Current Plans)
General
The Telstra Mobile service
Connection and service activation
Faults
Mobile Phone Numbers
SIM Cards and replacing SIM cards
Handset blocking
Telstra FairPlay Policy
Mobile Number Portability
Performance specifications
Distance-based charging and Time Zones
Bill reprints
Pricing Plans
Business Plans
Business International Packs
Telstra Connected Business Mobile Plan
Connected Business Mobile Lease Plans
Business Mobile Choice Plan
Corporate Mobile Plus Plans
Corporate Mobile Plus Plans
Enterprise Fleet Plans
Enterprise Fleet Plans
Pre-Paid Pricing Plans
Telstra Pre-Paid Mobile
Telstra Pre-Paid Mobile Link
Telstra Pre-Paid Mobile Broadband
Other Mobile Plans
Amway MyWay Mobile Plan
Plans no longer available for new connections
Special Promotions
Idol Live TV Packs
Double Member Bonus Offer
Telstra Mobile Broadband Migration Offer
Special Member Plan Offer
AFL, V8 Supercars and NRL Action Packs
Telstra $49 Capped Plus Plan and $79 Capped Plus Plan offers
BigPond Photos Pack Bonus Offer
2 Months Unlimited Email and Browsing Offer
Phone Bonus Credit Offer
1000 Free Text Offer
Free video calls and video MessageBank offers
BigPond Mobile Services
Telstra Talk and Text Offer
Double Included Voice and Text Calls Port-In Offer
100# Service
Push To Talk Offers
Mobile Link Offer
Telstra Pre-Paid Offers
Mobile Repayment Option
Telstra Pre-Paid Offers
Mobile Bonus Options and Network Bonus Options
Work Hotline/Work Group
Phone Repayment Option
Mobile Phone Bonus
EasyPlan Bonus Options
Hotline Number
Recommend a Friend
MMS Phone Credit offer
Device Lease Contract
Business Lease Assure
Device Leasing Option
Device Leasing
Other call types
Customer Service enquiries
Mobile tutorials
International calls
1800 calls
InfoCall calls
Calls to Optus 1900 services
016, 13 and 1300 calls
Calls to a Telstra Mobile Satellite service
Calls to an Optus MobileSat service
Directory Assistance
Call Connect
1234
Push to Talk Service
Reverse charge calls
vReminder calls
International Credit Card calls
Auto-Calling Card service
SMS and Messaging
SMS (Short Message Service)
Premium SMS
MMS (Multimedia Messaging Service)
Chat
Instant Messaging Services
MyConnect
Talking Text service
Managing calls
Telstra Secure Contacts
MessageBank
Video MessageBank
Call Forward
Call Director
Callback Notification Service
EasyCall
Calling Number Display
Removing Call Diversions
Data Services
Current Plans available for new connections
Business Critical Data Service
General Conditions for Data Services
GPRS (General Packet Radio Service)
3G and HSDPA (High Speed Downlink Packet Access)
BigPond Mobile Services
Java applications
Circuit Switched Data Access
USSD (# Number#) service
BlackBerry Individual Solution
BlackBerry Enterprise Server Solution
Navman OnlineAVL Solution
Xora TimeTrack Solution
Trimble GeoManager Solution
Mobile Data Usage Meter ("MDUM")
Microsoft Mobile Enterprise Solution
Enterprise Mobile Broadband
Enterprise Mobile Broadband Plus
Business Mobile Broadband Plans
Business Tablet Choice Plan
Exchange Online Mobile Email Plan
Telstra Mobile Connect Solution
Telstra Mobile Broadband General Terms
Telstra Mobile Broadband Plans (for connections on and from 19 June 2012)
IoT, LPWAN and M2M (Machine to Machine)
Telstra IoT Data SIM Plans
Telstra LPWAN Data SIM Plans
Telstra Wireless Machine to Machine (M2M)
IOT Connection Manager
Control Centre
Telstra Captis Environment Monitoring Devices
Plans no longer available for new connections
Go Business Mobile Broadband Plan
Telstra Mobile Broadband
Telstra Wireless Bundles
Telstra Mobility Plan
Telstra Business Mobility Pack
Telstra Mobile IPWAN
Blackberry Individual Solution
Fax and Data
Telstra Media Mobile Services
Mobile E-mail on BigPond Mobile services
Telstra Active Menu
Pocket News
Heading Overseas - international Roaming
GSM International Roaming Services
Using MessageBank and Memo overseas
Telstra Mobile Broadband International Roaming Services
Enhanced Business Service
Call Select
Call Manager On-Line
SMS Access Manager
MMS Access Manager
Alpha-Numeric Service
Telstra Desktop Messaging
Telstra Integrated Messaging
Premium SMS Services for Content Providers
Mobile EFTPOS
Mobile Telemetry SIM Cards
VPN Extension
Telstra Mobility Fleet Care Service
Enterprise Mobility Managed Service 2
Premium Direct Billing
Telstra Managed Mobiles Solution Service
Whispir Platform
Rugged Device Management Service
Enterprise Mobility Management
Enterprise Mobility Managed Service Modular
Enterprise Mobility Managed Service 3
Enterprise Mobility Managed Service 2
Enterprise Mobility Managed Service
Telstra Mobile Device Management ("T-MDM") service
Mobile Workspace product
Next G Mobile Broadband Link Servie
Next G Mobile Broadband Link Service
Pricing Plans
Professional Services – Set-Up, Installation and Design Services
Professional Services for Mobile Business Applications
Telstra Mobile Satellite Service
Telstra Mobile Satellite service
Pricing plans and handset contracts
Charges and billing
Pricing plan charges
Charges for using a Telstra cellular mobile SIM card in a satellite handset/device
Charges for Telstra Mobile Satellite services using a cellular mobile handset/device
Old pricing plans (no longer available).
Short Message Transmission Service
Fees and charges
SMR Commerical
Fees and Charges
Value Added Service charges
Kony Platform
KonyOne Platform
Kony Pre-Built Apps
EMM software
Headspin
Telstra Go Repeater
Telstra Mobile Smart Antenna
Telstra Outside Antenna PIK
Telstra Outside Antenna SIK
Wireless WAN PIK
Wireless WAN SIK
Telstra Business Internet - Current Plans
Digital Office Technology - Old Plans
DOT (Digital Office Technology)TM pricing and plans that are no longer available for sale to new or existing customers looking to recontract or add new services.
5G Business Internet
Telstra Home and Mobile Cap & Office and Mobile Cap
Telstra Business All-4-Biz plans
Telstra Business BizEssentials
Home Business Bundles
Telstra Business Builder
Telstra Business Reward Options
Telstra Rewards Packages
Telstra Rewards Packages for Business
Instant Rewards
CustomNet
Not available to new customers from 14 July 2016. Existing customers unaffected.
CustomNet
CustomNet Office telephone
CustomNet Professional telephone
CustomNet features and interfaces
CustomNet call charges
CustomNet calling plans
MessageBank Corporate
CustomNet Ancillary service
Numbering
Number Redirection
Local Number Portability
Service assurance
Other work we do for you
Inbound Services
General
IN-Control and IN-Control Call Direct (ICCD)
Analyser Online
International FreeCall
Phonewords
ISDN
General
The ISDN service
Connecting an ISDN service
Changing an existing service to an ISDN service
Withdrawing or putting your ISDN 10/20/30 order on hold
Term and cancellation
Performance specifications
Service assurance
Local Number Portability
Call charge records
special promotions
ISDN Services
ISDN access services
BusinessLine Complete
BusinessLine Plus
BusinessLine Part
International calls for business services
ISDN Xpress pricing option
ISDN access to AUSTPAC
Argent
Pensioner Discount
Other Call Types
Calls to Priority One3/1300 and Securidial 1345 numbers
Calls to Freecall 1800 and One8 numbers
Calls to 190 numbers
Conference calls
Calls to Iterra services
calls to Telstra Mobile Satellite services
Calls to Optus MobileSat services
Calls to radio paging services
Operator assisted calls
MessageBank
Associated Services
Call waiting
Call forward
Enquiry/Conference
Call transfer
Calling number display
Calling line identification restriction
Call barring
Call control
Multiple Number
Malicious caller identification/malicious call trace
Number Redirection
Telstra Activated Redirection
Emergency Redirection
Number Only Redirection for ISDN 2 with Direct Indial and ISDN 10/20/30
Operator connect diversion
User to user messaging
Advice of charge
Extension level billing
Line Hunt and Direct Indial
Network Contact Centre
Network Contact Centre
What you also need to acquire from us
Solution Design and Installation
Testing
Content
Low Call Volume and Disaster Recovery seats
Use of your Network Contact Centre service
Maintenance and operation
Performance
Ownership
Call Information
Minimum Contract Term
Charges Generally
Changes to your Network Contact Centre service
Telstra PureEngage Contact Centre - Genesys Powered
Genesys Service
Eligibility
Restrictions and use
Telephone numbers
Cloud Contact Centre Service packages
Charges
Term and termination
Service limitation
Content
Support
Service Levels
Adds, moves and changes
Professional services
Licence terms
Customer responsibilities
Telstra Contact Centre Genesys Cloud (formerly PureCloud)
Telstra's Enterprise Speech Solutions
Enterprise Speech Solutions
What you also need to acquire from us
Testing
Content
Use of your Enterprise Speech Solution
Maintenance and operation
Performance
Ownership
Recordings and Call Information
Minimum Contract Term
Charges Generally
Charges for Department Dialler only
Charges for Corporate Dialler only
Charges for Department Dialler with Corporate Dialler Feature Option
Charges for Telstra Locator
Charges for a Custom Solution
Changes to your Department Dialler and Corporate Dialler
Changes to your Telstra Locator
Changes to your Custom Solution
Telstra IP Telephony
Telstra IP Telephony
Using Telstra IP Telephony
Equipment
Headsets
PBX Connect Tieline
Telstra IP Telephony desktop client
Telstra IP Telephony Call Centre
Telstra IP Telephony DECT
Telstra IP Telephony and Microsoft® Office Communications Server Integration
Reporting
Integrated dial plan
Real Time Billing
Charges
Quality of voice on your Telstra IP Telephony service
Service assurance and network performance
Telstra Network IVR
Network IVR Solution
What you also need to acquire from us
Testing
Use of your Network IVR Solution
Maintenance and operation
Performance
Ownership
Minimum Contract Term
Charges Generally
Charges for your Network IVR Solution (excluding customised IVRs)
Charges for a customised IVR
Changes to your Network IVR Solution
Telstra SIP Connect
Telstra SIP Connect
Equipment
Service levels
Telstra Unified Comms Solution (formerly Managed IP Telephony)
Telstra Unified Communications Solution
Site Audit and Planning Services
Solution Design Services
Equipment
Rental Equipment
Purchasing Equipment
Equipment Delivery, Installation and Commissioning Services
Solution Management Services
Proactive Managed Service Tier
Reactive Managed Service Tier
Self Managed Service Tier
Equipment Maintenance Services
Adds, Moves and Changes
Security of the equipment and network
Ownership
Minimum Contract Term
Limitations on performance
Charges
Telstra Unified Contact Centre
About the Telstra Unified Contact Centre
Telstra Unified Contact Centre
Eligibility
Description of standard features
Your responsibilities
Ownership
Adds, Moves and Changes
Fees and charges
Term
Virtual Private Network
The Corporate VPN
Fees and Charges
Call Plan Service
Telstra worldsource virtual network service
Interpretation
Telstra Collaboration and Customer Contact Solutions
Equipment Supply Services
Installation Services
Support & Maintenance Services
Site Audit and Design Services
Charges and Invoicing
Assumptions and Constraints
Liberate
Communications Recording
What is Communications Recording
Eligibility
Communications recording functionality
Audio mining
Video recording
Screen recording
Evaluations
Integration
Communications Recording with fixed-line mobile
Convergence (FMC)
Business SIP
VMR Companion Application
Telstra Calling for Office 365
Internet Solutions
Telstra Internet Direct
For customers who signed up for a Telstra Internet Direct service on or from 1 March 2018
Telstra Internet Direct
For customers who signed up for a Telstra Internet Direct service before 1 March 2018
Telstra Business Broadband for Enterprise Customers
Telstra Online Essentials
Telstra Small Business Broadband
Mail and Web Protection/Mail and Web Control
Internet Protection Services
For customers who signed up for Internet Protection Services from 23 March 2017
Internet Protection Services
For customers who signed up for Internet Protection Services prior to 23 March 2017
Telstra Internet Direct (non current plans)
Telstra Internet Direct - pre 1 July 2009 customers
If you signed up for a Telstra Internet Direct service or Telstra Business Broadband service prior to 1 July 2009, the applicable terms for your service are set out in Internet Direct and Business Broadband.
Internet Direct and Business Broadband
General
Other features and services
Business Broadband packages
Mail and Web Protection/Mail and Web Control
Adaptive Networks
Access Services
Telstra Fibre
nbn Access
Network Services
Telstra Internet Direct Adapt (includes TID Premium Adapt and TID Lite Adapt)
Business IP Adapt
ATM Service
The ATM service
Connecting an ATM service
Interfaces and Business Continuity charges
Permanent Virtual Circuits (PVCs) and Permanent Virtual Paths (PVPs)
Monthly charges for PVCs and Interworking PVCs
Monthly PVP charges
Backup PVC or PVP
Changing your service
Service Assurance
Other work we do for you
ATM points of presence
Business IP
About Business IP
Site services
Optional features
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Connect IP
Part A - General
About Connect IP
Supplied equipment
Optional features
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Part B - Telephony
About Connect IP Telephony
Optional features
Fees and charges
Cancellation and termination
Digital Data Services
General
General
Connecting a Digital Data Service
Withdrawing or putting an order on hold
DDS Network Management
MACS-CAF
Customer to Customer Interconnection
Rapid Bandwidth Expansion
Vitalink
Service levels and performance
service assurance
Other work we do for you
Charging areas and zones
DDS
DDS
Connecting your DDS
Monthly charges
Changing your service
Other DDS features
Netstream
DDS Flexnet
DDS Flexnet
Charges
Network management services
Customer G.704 Aggregation
DDS Fastway
DDS Fastway
Connecting your DDS Fastway service
Facilities and service charges
Changing your service
Digital Metropolitan Service (DMS)
DMS, connecting DMS
DMS charges
Changing your DMS service
Dedicated Digital Services
Term of Section
General Terms and Conditions
Digital Voice Service
International Private Line Bilateral Circuit ('Ipl – Bc') Service
Fractional Access (International) Service
Intelsat Bandwidth Service
Telstra Broadcast Data Service
Charges
Interpretation
Ipl- Bc International Service Terms and Conditions
Ipl- Bc Service Period Contract Conditions
Ipl- Bc (Satellite) Hong Kong Service Level Guarantee
Ipl- Bc Service Level Guarantee
Alternate Service Level Guarantee
Fractional Access (International) Service Terms and Conditions
International Diversity Option
Digital Voice (International) Service
Ipl- Bc Vsat Service Period Contract Conditions
Ipl- Bc Vsat Service Level Guarantee
Ethernet Line
The Ethernet Line service
Connecting an Ethernet Line service
Charges
Changing your service
Performance specifications
Service Assurance
Other work we do for you
Ethernet Lite (Formerly Business DSL)
Ethernet Lite service
Connecting an Ethernet Lite service
Monthly and other charges
Service assurance
Frame Relay Services
Connecting a Frame Relay service
Frame Relay
Monthly access charges
PVC charges
Other charges
Rapid Bandwidth Expansion
Service assurance – Australia
Other work we do for you
Frame Relay points of presence
Ethernet Man Service
For customers who signed up for an Ethernet MAN service on and from 13 August 2013
Connecting an Ethernet MAN service
Ethernet MAN equipment
Ethernet MAN charges
Changing and converting Ethernet MAN
What you must do
Minimum term and termination
Service Assurance
For customers who have signed up for an Ethernet MAN service before 13 August 2013
The Ethernet MAN service
Connecting an Ethernet MAN service
Charges – single uplink
Charges – dual uplink and fully redundant connection
Changing your service
Performance specifications
Service Assurance
Other work we do for you
Charging zones
Hyperconnect (ADSL)
What is the ADSL IP Access service?
Connecting a ADSL IP Access service
Access and features charges
Changing your service
Service assurance
IP Solutions
General
IP Solutions, General charges
IP addresses, other matters
Withdrawing the service
IP Networking Services
IP Networking Services, IP MAN, IP WAN, IP Mobile Broadband.
For customers who signed up for an IP Networking Service on and from 1 November 2012
For customers who signed up for an IP Networking Service before 1 November 2012
Value Added Services
Value added services
Internet gateway packages
Client to Site IP Sec VPN
Site to Site IPSec VPN
Hosting gateway packages
Extranet gateway packages
Managed Radius
Trans Tasman IP
Domain Name Server
Domain Name Application
Domain Name Renewal
Customer Network Reporting
Internet Usage Reporting
Network Visualisation Reporting
Application Assured Networking™
Service Levels
Provisioning and changes, performance, class of service, service assurance and special meanings.
Non-current plans
Plans which are no longer available as new services.
M2M VPN Solution
M2M VPN Solution and M2M VPN IP SEC Access Service.
Cloud Direct Connect
Large Megabit Bearer
Large Megabit Bearer
Connecting a Large Megabit Bearer service
Monthly and other charges
Service assurance
Other work we do for you
Managed Data Networks Section
Managed Data Networks
Additional Services
Service term and termination
Equipment
Rental and purchase of equipment
Security of the equipment and network
Your network details
Network implementation services
Service tiers
Network management, equipment services and other services
Performance reporting
Adds, moves and changes
Charges for your MDN service
Managed Security Services
Managed Security Services
Security Intelligence
Dedicated Firewall
Dedicated IPS
Optional Services
Equipment
Equipment installation
Warranties and Liability
Intellectual Property Rights
Charges
Service requests
Services tiers
Telstra Security Portal
Term and Termination
Managed Security Services Responsibilities Guide
Managed WAN Service
Managed WAN
Service availability and limitations
Service term and termination
Equipment
Rental of equipment
Purchase of equipment
Security of the equipment and network
Telstra Wireless WAN
Network details
Network implementation services
Service tiers - Customised Managed WAN Products
Service tiers - Managed WAN Standard Product Bundles
Network management, equipment services and other services - Customised Managed WAN Products
Performance reporting - Customised Managed WAN Products
Performance management - WAN Optimisation service
Service delivery components - Managed WAN Standard Product Bundles
Service support components and other services - Managed WAN Standard Product Bundles
Adds, moves and changes
Charges - Customised Managed WAN Products
Charges - Managed WAN Standard Product Bundles
Megalink
Megalink
Connecting a Megalink service
Monthly and other charges
Service assurance
Other work we do for you
National Ethernet
Netplan Discounts
What is Netplan?
Discount levels and payment
Reconciling the discounts paid to you
Remote Telemetry
For customers who contracted to Telstra Remote Telemetry on or from 1 October 2019
For customers who contracted to Telstra Remote Telemetry before 1 October 2019
SecureEdge
Security Consulting Services
Security Consulting Services
Policy Translation
Policy Design
Policy Audit and Optimisation
Change Request Assistance and Optional Services
Services
Charges and Services Scope
Service Level Targets
Security Consulting Services Responsibilities Guide
Vulnerability Services
About Vulnerability Services
Vulnerability Scans
Internal Scans
Web Application Scans
Zero-Day Scans
Consultant Reporting
Vulnerability Assessment
Security Services
Telstra Business Smart Modem
Telstra Dark Fibre
Telstra Opticwave
What is Telstra OpticWave?
Details of the Telstra OpticWave service
Telstra OpticWave equipment
Your obligations
Charges
Service availability and service assurance
Telstra Programmable Network
Telstra Secure
About Telstra Secure
Site services
Supplied equipment
Advanced Radius
Head end connection
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Telstra Wavelength
About Telstra Secure
Site services
Supplied equipment
Advanced radius
Head end connection
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Vulnerability Services
About Vulnerability Services
Vulnerability Scans
Internal Scans
Web Application Scans
Zero-Day Scans
Consultant Reporting
Vulnerability Assessment
Business Resumption Services
What is the Business Resumption Service
Using your Business Resumption Service
Activation and Deactivation of your Business Resumption Plan
Testing of your Business Resumption Service
Changing your Business Resumption Service
Fees and Charges
Service Levels
Suspension and Termination
Calling Cards
General
Changing Our Customer Terms - pre-paid calling card customers
PhoneAway
International Callcard
Telecard
CallN By Telstra
Conferencing
Conferencing Services
General
Operator Hosted Phone Conferencing
Self Hosted Phone Conferencing
Conferencing Equipment
Hosted Isdn Video Conferencing Service
Web Conferencing Service Powered By Webex
Telstra Integrated Audio With Webex Service
Web Conferencing Service Powered by Microsoft Office Live Meeting
Telstra Video Collaboration Service
Telstra Video Conferencing – BlueJeans Service
Content Delivery
Content delivery service
Your responsibilities
Customer content
Acknowledgements and exclusions
Privacy
Acceptable use policy
Intellectual property rights
Online portal access and security
Digital Video Network
Part A – General
Digital Video Network Service
Obtaining DVN Service
Use of the DVN Service
Access to your Sites
Interface obligations
Responsibility for access to your content
Indemnity
Ownership
Things beyond our control
Part B – Standard DVN Service
Standard DVN Service
Telstra Control System
Term and termination
Installation
Service levels
Planned outages
Part C – Itinerant DVN Service
Itinerant DVN Service
Booking process
Fees and charges
Switching activities
Faults
Fee-For-Service
Fee-For-Service
Hours of Business
Charge Structure
Table of Rates
Fee-For-Service Examples
Quotation
Hosted Video Conferencing
Hosted Video Conferencing services
Using your Telstra hosted video conferencing services
Installation and commissioning
Charges
Security
Service Assurance
InContact Telephone Service
InContact service
Charges
Integrated Services
Integrated Service Desk
About the Telstra Integrated Service Desk
Telstra Integrated Service Desk
Features
Web Portal
Service Targets
Integrated Service Management
Managed Business Centre
About the Telstra Managed Business Centre
Telstra Managed Business Centre Services
Service Levels
Use of Telstra Managed Business Centre Services
Information and Content
Publicity and Confidentiality
Changes to the Telstra Managed Business Centre Services and Charges
Cancelling or Suspending your Telstra Managed Business Centre Service
Managed ICT services
Managed Applications
Exchange Mail
Website Hosting
Managed Security
Managed Content Security
Managed Firewall
Managed Intrusion Protection
Managed Computing
Managed Utility Computing
Managed Dedicated Computing
Managed Information
Managed Storage
Managed Backup
Remote Backup
Managed Facilities
Colocation
Managed Media Contribution
Managed Voice Service
Part A - Current Plans
Telstra Managed Voice Service
Telstra Managed Voice Service
Features
Service Targets
Equipment Supply and Installation – Mvs Complete
Equipment Maintenance and Software Assurance
Part B - Non-Current Plans
Managed Voice Service
Equipment Maintenance for Managed Voice Service
Equipment Supply and Installation
Fees and Charges
Part C - Telstra Business Systems Care
Telstra Business Systems Care
Features
Care Priority Plus
Service Targets
Equipment Maintenance and Software Assurance
Managed Video Conferencing
contracts entered into on or after 7 November 2012
The Telstra Managed Video Conferencing service
Using your Telstra Managed Video Conferencing service
Equipment
Planning, Design, Installation and commissioning
Facilities Management
Training
Software
Manage services
Support and maintenance
Warranty management
Service level targets
contracts entered into before 7 November 2012
The Telstra Managed Video Conferencing service
Using your Telstra Managed Video Conferencing service
Equipment
Installation, commissioning and initial testing
Support and maintenance
Warranty management
Training
Software
Service level targets
myWorkplace
Online Video Solution
Online video solution & project services
Usage of the online video solution
Cdn service and third party services
End users
Privacy
Customer content
Intellectual property rights
Partner Delivered Network Services
General
Profesional Services
Services and Deliverables
Fees and Charges
Partner Services
Penetration Testing
Preview Experiences
Professional Services
Professional Services
Ordering, Delivery Title and Risk
Acceptance and Defects
Our Personnel and Assistance
Privacy
Intellectual Property Rights
Third Parties
Fees and Charges
Termination
Proximity Solution
What is Proximity Solution?
Content and the Wi-Fi app
Charges
Support and Maintenance
Your Obligations
Public Switched Text Services
Term of Tariff
General Terms and Conditions
Description of Services
SDTR Service Charges
Interpretation
Public Payphones
Payphones
Call charges
Telstra Phonecards
Changing Our Customer Terms - Telstra Phonecard customers
Satellite Service
Terra Satellite Services
Iterra
Telepoint Link
Telstra Iterra® IP Satellite
Service Description
Use of the Satellite Service
Connecting Your Service
Connecting Service
Bandwidth
Equipment
Pricing and Billing
Installation
Maintenance Services
Service Level Targets
Circumstances Beyond our Control
Performance Level Targets
Siteline Service
Term of Section
General Terms and Conditions
Description of Service
Terms and Conditions of Service
Customer Obligations
Basic Charges
Call Charges
Other Charges
Product Provisioning
Interpretation
Special Promotions
Service Assurance
Service Guarantee
Skyconnect Service
Term of Section
General Terms and Conditions
Description of Service
Skyconnect VSAT Service
Skyconnect PC Service
Charges
Interpretation
Service Assurance
Standard and Enhanced Restoration
Standard Restoration and SLA Premium
For customers who signed up for a standard or enhanced Restoration service on or after 8 January 2021
Standard Restoration, SLA Premium and Telstra Provisioning Commitment
For customers who signed up for a standard or enhanced Restoration service between 30 May 2014 and 7 January 2021
Service Assurance
For customers who signed up for a standard or enhanced Restoration service between 1 April 2007 and 4 May 2016
Telstra Business Cyber Security Services
Telstra Business Tech Services
Telstra Connect
Telstra High Definition Telehealth Service
The Telstra High Definition Telehealth service
Using your Telstra High Definition Telehealth service
Equipment
Installation, commissioning and initial testing
Support and maintenance
Warranty management
Training
Software
Target Service levels
Telstra Locator
Your Subscription lets you locate up to 20 Telstra Locator Tags, or compatible Android/iOS smartphones or tablets.
Telstra Options BusNet Services
Term of Section
General Terms and Conditions
Telstra Options Busnet10 Service
Telstra Platinum for Business
Telstra Track and Monitor
Telstra Platinum for Business Security Service
Upfront Plans
General Terms
Upfront Mobile Service Terms
Upfront Data Plan Service Terms
Upfront Standard Internet and Voice Service Terms
Visionnet Video Service Section
What is the Telstra Visionnet Video service?
Training
Restrictions on use
Minimum Term and automatic renewal
Early Termination Charge
Notification of Software updates
Equipment
Installation and Commissioning
Security
Fees and Charges
Service Assurance
Voice Grade Dedicated Lines
General
General
Connecting a VGDL service
Voice grade bandwidth
Cancelling a service used for automatic fire alarm signals
Service assurance
Other work we do for you
Chargeable distances between capital cities
Voicelink C and T
Voicelink C, Voicelink T
Performance specifications.
Private Lines
2-Wire Point-to-Point Private Lines
4-Wire Point-to-Point Private Lines
Performance specifications
Multi-Point Dedicated Alarm and Telemetry Service (MDATS)
Miscellaneous Services
Miscellaneous Services
Special provisions for 2-Wire and 4-Wire Multi-Point Private Lines
Taking over a working circuit for other services
Ongoing charges
Performance specifications
Wideband Provisioning Times
General
Target standard provisioning times
Wideband metro areas
Part A : General
A.1 General Terms
A.2 Vendor Terms and Conditions
A.3 Compliance
Cloud Services - Responsibilities Guide
Download a copy of the Responsibilities Guide(PDF, 766KB)
Part B: Applications
B.1 Enterprise Applications
B.2 Telstra Apps Marketplace
Telstra Apps Marketplace terms of use
Check Point Harmony (formerly Sandblast)
GoCanvas
Docusign
Docusign Advanced
Docusign for Salesforce
Docusign Not for Profit
Domains
Entag Go Cloud Kit
Iwebgate
Legacy Domains and Hosting
McAfee Endpoint Protection Essential for SMB
McAfee Multi Access
Microsoft Cloud Services
MigrationWiz
MYOB Essentials
Mural
Symantec Endpoint Protection
Telstra Business Website Services
Telstra Data Protect
Telstra Mobile Identity
Telstra Online Essentials
Veritas Enterprise Vault
Website Services
Part C: Public Cloud
On Demand
C.1 Cloud Infrastructure
C.3 Virtual Storage powered by NetApp
C.4 Tailored Infrastructure
Web Scale
C.5 Microsoft Azure
Amazon Web Service
You can find the terms and conditions for AWS from Telstra at www.telstra.com/awsterms (these do not form part of our Customer Terms)
Part D: Private Cloud
Private Cloud
D.1 Telstra Private Cloud
Private Cloud Resell
D.2 Private Cloud Resell
D.3 Managed Private Cloud Resell
Data Centres
D.4 Equinix
D.5 Equinix Australia National (Formerly Metronode)
D.6 NEXTDC
D.7 Sungard
D.8 Telstra Colocation
D.9 Your DC
Colocation National Energy Retails Laws
Important information regarding energy supply arrangements in connection with your colocation service.
Part E: Workspace
E.1 VMware Horizon Air
Part F: Cloud Management
F.1 Managed Cloud
F.2 Professional Services
F.3 Telstra Cloud Sight
F.4 Telstra Advanced Services
F.5 Cloud Cost Optimisation
F.6 CloudHealth
Part G: Cloud Security
G.1 Security Services
Part H : TelstraDEV Portal
TelstraDEV Portal Terms of Use
The terms for the Messaging API can be found in the Enhanced Business Services part of the Mobiles section.
Part I: Internet Of Things
Managed IoT
Part J: Cisco Saas Services
Business IP Broadband
What is Business IP Broadband?
Availability
Minimum commitment
Terms on which we provide the Business IP Broadband service
Specific terms for a Broadband site service
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Broadband IP Access
What is the Broadband IP Access service?
Connecting a Broadband IP Access service
Access and features charges
Changing your service
Service assurance
Equipment
Connect IP Broadband
What is Connect IP Broadband?
What is a Basic Internet Gateway?
Supplied equipment
Optional features
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Telstra Business Broadband FTTP
What is the Telstra Business Broadband FTTP service?
Access speeds and traffic allowance
Standard features
Connection charges
Monthly charges
Other charges
Business Broadband FTTP Extras
Service assurance and network performance
Telstra Internet Direct (FTTP) Volume Based Multi-site
What is the Telstra Internet Direct (FTTP) Volume Based Multi-site service?
Standard features
Connection charges
Monthly charges
Other charges
Other features
Temporary services
Service assurance and network performance
Telstra Remote Telemetry (FTTP)
What is Telstra Remote Telemetry FTTP?
Site services
Terms on which we provide a site service
Supplied equipment
Advanced Radius
Head end connection
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
Telstra Secure (FTTP)
What is Telstra Secure (FTTP)?
Site services
Supplied equipment
Advanced Radius
Head end connection
Service levels
Fees and charges
Cancellation and termination
Changes and additional services
This Acceptable Usage Policy applies to all use of the Telstra Internet Solutions network and Telstra Wholesale Internet network (“Telstra Network”).
All Telstra Internet Solutions and Telstra Wholesale Internet Customers (“Customers”), including Customers that are downstream providers, are required to comply with this Acceptable Usage Policy as part of their agreement with Telstra for Internet access services (whether under Our Customer Terms, Customer Relationship Agreement or Wholesale Form of Agreement) (“Customer Agreement”).
This Acceptable Usage Policy outlines certain prohibited uses of the Telstra Network and the consequences which may flow from a violation of this Policy.
It is a prohibited use of the Telstra Network to accept, transmit or distribute unsolicited bulk e-mail of an advertising or promotional nature.
The only circumstances in which the Telstra Network may be used to send unsolicited e-mail of an advertising or promotional nature (otherwise known as “spam”) is where the unsolicited e-mail is sent to persons with whom the sender has a pre-existing business, professional or personal relationship or to persons who have previously indicated their consent to receive e-mail from the sender from time to time, for example by ticking a box to that effect on the vendor’s web site. Unless these requirements are met, the Customer must not send unsolicited bulk e-mail on the Telstra Network. If these requirements are met, the Customer must also provide an unsubscribe function on their web site (and make this function known to recipients in the relevant e-mails) which allows those recipients to elect to be removed from that mailing list.
A Customer using the Telstra Network to run an e-mail subscription service must also observe the following requirements:
a subscriber of the subscription service must nominate their own e-mail address to the Customer;
the Customer must then send an e-mail to the subscriber seeking confirmation that the subscriber wants to be added to the Customer’s mailing list;
the subscriber’s e-mail address is only to be added to the Customer’s mailing list if the subscriber replies to the Customer’s request e-mail confirming that the subscriber wants to be added to the Customer’s mailing list;
if the subscriber fails to reply within 14 days, the Customer must remove the subscriber’s e-mail address from the Customer’s e-mail mailing list; and
the Customer’s unsubscribe function must allow for immediate removal of an e-mail address from the Customer’s mailing list when requested by a subscriber and for a reply confirming removal to be sent to the Subscriber.
The following activities are also prohibited uses of the Telstra Network:
sending e-mail, or causing e-mail to be sent, to or through the Telstra Network that hides or obscures the source of the e-mail, that contains invalid or forged headers or domain names or deceptive addressing;
receiving or collecting responses from bulk unsolicited e-mail whether the original was sent via the Telstra Network or not or hosting a web site to which recipients of bulk unsolicited e-mail are directed;
relaying e-mail from a third party’s mail server without permission or which employs similar techniques to hide or obscure the source of the e-mail;
collecting or harvesting screen names or e-mail addresses of others for the purpose of sending unsolicited e-mails or for exchange;
sending large or numerous e-mails for the purpose of disrupting another’s computer or account;
sending e-mail that may damage or affect the performance of the e-mail recipient’s computer;
persistently sending e-mail without reasonable cause or for the purpose of causing annoyance, inconvenience or needless anxiety to any persons; or
connecting to the Telstra Network with an open relay mail server or any other device which may allow third parties, whether connected to the Telstra Network or to another service provider, to use that mail server or device for the purposes of sending electronic messages, solicited or otherwise, with or without the Customer’s prior knowledge or consent
NEWSGROUPS
The Customer must not use the Telstra Network or allow the Telstra Network to be used to:
engage in mass posting of messages to newsgroups;
post advertisements other than in newsgroups that specifically encourage or permit advertising;
post binary files other than in newsgroups that specifically encourage or permit such postings;
post large or numerous messages with purpose of disrupting a newsgroup; or
send messages that contain invalid or forged headers or domain names or deceptive addressing
PROHIBITED USE
Without limiting any other obligation in this Acceptable Usage Policy, a Customer must not use the Telstra Network, or allow the Telstra Network to be used:
- in a manner which causes that Customer to breach its Customer Agreement with Telstra, or to breach a law (including a foreign law), a code or an instrument which governs the Customer’s conduct;
- in a manner which could cause Telstra to breach, or be involved in a breach of law (including a foreign law), a code or an instrument which governs Telstra’s conduct;
- in a manner which could result in Telstra incurring a liability to any person;
- in a manner which could interfere with a Customer’s service, the Telstra Network or Telstra’s equipment, or the network or equipment of another person, or the provision by Telstra of services to a Customer or another person;
- to engage in conduct or activities that Telstra considers could adversely affect or prejudice Telstra’s reputation or brand; or
- in a manner which attempts to manipulate or bypass any limitations on a Customer’s service by any means.
VIOLATION OF ACCEPTABLE USAGE POLICY
Telstra is serious about ensuring the lawful and proper use of the Telstra Network, and in particular, working towards eliminating:
inappropriate use of newsgroups; and
unsolicited e-mails of an advertising or promotional nature,
from travelling through its network, whether originating from a Customer or not. If Telstra, in its complete discretion, considers that this Acceptable Usage Policy has been violated in any way whatsoever, Telstra reserves the right to take all legal and technical steps available under the Customer Agreement including suspending or disconnecting a Customer’s service. Telstra may also take remedial action if the law or a regulator or other authority requires Telstra to do so
Such remedial action may include:
- immediately terminating or suspending the provision of a Customer’s service;
- if the Customer’s service involves Telstra publishing, hosting, linking to, or otherwise making available material or content provided or selected by the Customer, removing or disabling access to that material or content;
- giving a Customer a notice to stop the activities or conduct, or to take steps to remedy the Customer’s breach of this Acceptable Usage Policy;
- giving a Customer a warning that any further repetition of the activity or conduct will result in Telstra immediately terminating or suspending the provision of a service to the Customer; and
- reporting of the activities or conduct to relevant authorities.
Telstra will attempt to notify a Customer before Telstra terminates or suspends that Customer’s services if it is reasonably possible to do so. However, a failure to notify a Customer will not affect any such termination or suspension.
VIRUSES, WORMS, TROJANS, DENIAL OF SERVICE ATTACKS, ETC
As you should be aware, it is important to protect your computer and any connected networks against higher level computer programs (such as viruses, worms, trojans and other malicious programs) and lower level Denial of Service (DOS) attacks that can be distributed or propagated via the Internet, including electronic mail. It is the Customer’s responsibility to ensure that the Customer has in place appropriate protection for the Customer’s systems and to prevent circulation of such computer programs and attacks from the Customer’s computer or networks through the Telstra Network. Such protection methods may include firewalls, an appropriate policy regarding email attachments, the most up to date virus scanning software, etc.
While Telstra makes reasonable efforts to ensure the security of its network, it cannot and does not guarantee that viruses and other detrimental programs will not be distributed via the Telstra Network. In accordance with the Customer Agreement, Telstra is not liable for any degradation in service, increased download or damage suffered by a Customer as a result of any program received or sent by the Customer over the Telstra Network.
Further information and assistance on virus protection can be found at http://www.cert.org/.