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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.
- Important Things You Should Know (PDF, 292kB)
- Important Warranty Information (PDF, 64KB)
- Glossary of terms
Please note: It takes up to 48 hours for amendments to the Customer Terms to be uploaded to this site.
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 $20,000;
- 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 $20,000.
More details available in the General Terms.
This is the Basic Telephone Service section of Our Customer Terms.
General
Business phone services
Telstra Small Business Voice
Discounts
Other Call Types
Operator Assisted Calls
Managing calls
Other Service Options
Charging zones
Exchange service areas
- 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 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
- Flexi-Plans
- 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)
- 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
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
- Itemised local calls
- Metering options
- Instant Hotline
- Indial
- Number Redirection service
- Charging districts
- Charging zones
- Charging precincts
- A listing of the Telstra Exchange Service Areas
General
Pricing Plans
Special Promotions
Other call types
SMS and Messaging
Managing calls
Data Services
Telstra Media Mobile Services
Heading Overseas - international Roaming
Enhanced Business Service
Next G Mobile Broadband Link Servie
Professional Services – Set-Up, Installation and Design Services
Telstra Mobile Satellite Service
Fleetcoms Service
Short Message Transmission Service
Kony Mobile Enterprise Application Platform (MEAP)
- 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
Current Plans
- My Business Mobile Plans
- Business International Packs
- Telstra Connected Business Mobile Plan
- My Business Mobile Lease Plans
- Connected Business Mobile Lease Plans
Corporate Plans
- Corporate Net Rate Program
- Corporate Rate Program
- Telstra Corporate Plans
- Enterprise Fleet Plans
- Corporate Mobile Plans
Prepaid 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
- 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
- Mobile Swap Assure/Business Lease Assure
- 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 (Short Message Service)
- Premium SMS
- MMS (Multimedia Messaging Service)
- Chat
- Instant Messaging Services
- MyConnect
- Talking Text service
- Telstra Secure Contacts
- MessageBank
- Video MessageBank
- Call Forward
- Call Director
- Memo and Memo Combined
- Memo Group Messaging
- Memo - SMS List and Work Order
- Callback Notification Service
- EasyCall
- SMS Directory Search
- Calling Number Display
- Removing Call Diversions
Current Plans available for new connections
- General Conditions for Data Services
- Whereis Navigator
- 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
- Go Business Mobile Data Plan
- Go Business Wireless Broadband 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)
Machine to Machine ("M2M")
- Telstra Wireless Machine to Machine M2M
Plans no longer available for new connections PDF (1086KB) Word (960KB)
- 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
- Mobile E-mail on BigPond Mobile services
- Telstra Active Menu
- Pocket News
- GSM International Roaming Services
- Using MessageBank and Memo overseas
- Telstra Mobile Broadband International Roaming Services
- 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
- Next G Mobile Broadband Link Service
- Pricing Plans
- Professional Services for Mobile Business Applications
- 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).
- Fees and Charges
- Value Added Service charges
- Fees and charges
- KonyOne Platform
- Kony Pre-Built Apps
- EMM software
DOT - Current Plans
DOT - Old Plans
- Current DOT (Digital Office Technology)TM pricing and 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.
CustomNet
Inbound Services
ISDN
Network Contact Centre
Telstra Cloud Contact Centre Genesys
Telstra's Enterprise Speech Solutions
Telstra IP Telephony
Telstra Network IVR
Telstra SIP Connect
Telstra Unified Comms Solution (formerly Managed IP Telephony)
Telstra Unified Contact Centre
Virtual Private Network
Web Contact Centre
Telstra Collaboration and Customer Contact Solutions
- Not available to new customers from 14 July 2016. Existing customers unaffected.
- Recent Changes
- 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
Recent Changes
General
IN-Control and IN-Control Call Direct (ICCD)
Analyser Online
International FreeCall
Phonewords
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
- Recent Changes
- 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
- 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
- Recent Changes
- 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
- Recent Changes
- 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
- 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
- Recent Changes
- Telstra SIP Connect
- Equipment
- Service levels
- 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
- 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
- The Corporate VPN
- Fees and Charges
- Call Plan Service
- Telstra worldsource virtual network service
- Interpretation
- Recent Changes
- About the Web Contact Centre service
- Trial period
- Web Contact Centre packages
- Package Features
- Optional features
- Other charges
- Professional services
- Service assurance
- Cancelling your Web Contact Centre service
- Equipment Supply Services
- Installation Services
- Support & Maintenance Services
- Site Audit and Design Services
- Charges and Invoicing
- Assumptions and Constraints
Internet Solutions
Internet Direct and Business Broadband
Recent Changes
Telstra Internet Direct
Telstra Business Broadband
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.
Recent Changes
General
Other features and services
Business Broadband packages
Mail and Web Protection/Mail and Web Control
Argent Services
ATM Service
Business IP
Business Performance Network
Connect IP
Dedicated Digital Services
Digital Data Services
Ethernet Line
Ethernet Lite (Formerly Business DSL)
Ethernet Man Service
Frame Relay Services
Hyperconnect (ADSL)
IP Solutions
Large Megabit Bearer
Managed Data Networks Section
Managed Security Services
Managed WAN Service
Megalink
Netplan Discounts
Remote Telemetry
Security Consulting Services
Telstra Opticwave
Telstra Secure
Vulnerability Services
Telstra Wavelength
Programmable Network
Recent Changes
General
- Service assurance
- Other work we do for you
Argent Dedicated
- Argent Dedicated
- Connecting an Argent Dedicated service
- Argent Dedicated 1 and Argent Connect for end users (including charges)
- Transaction Acquiring Service for service providers (including access and charges)
- Other charges
- Network management options
- Customer support
- Service levels
- Performance
Argent Dial Up
- Argent Dial Up
- Establishing an Argent Dial Up service
- Charges
- Service levels
- Performance
Argent IP Host Port
Argent Mobile
- Recent Changes
- 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
- Recent Changes
- About Business IP
- Site services
- Optional features
- Service levels
- Fees and charges
- Cancellation and termination
- Changes and additional services
- About BPN
- Supplied equipment
- Service levels
- Fees and charges
- Cancellation and termination
- Changes and additional services
Part A - General
- Recent Changes
- About Connect IP
- Supplied equipment
- Optional features
- Service levels
- Fees and charges
- Cancellation and termination
- Changes and additional services
Part B - Telephony
- Recent Changes
- About Connect IP Telephony
- Optional features
- Fees and charges
- Cancellation and termination
- 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
Recent Changes
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
DDS Local Area Service
- DDS Local Area Service
- Connecting your DDS Local Area Service
- Charges
Digital Metropolitan Service (DMS)
- DMS, connecting DMS
- DMS charges
- Changing your DMS service
- Recent Changes
- The Ethernet Line service
- Connecting an Ethernet Line service
- Charges
- Changing your service
- Performance specifications
- Service Assurance
- Other work we do for you
- Recent Changes
- Ethernet Lite service
- Connecting an Ethernet Lite service
- Monthly and other charges
- Service assurance
For customers who signer up for an Ethernet MAN service on and from 13 August 2013
- Recent Changes
- 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
- Recent Changes
- 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
- Recent Changes
- 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
- Recent Changes
- What is the ADSL IP Access service?
- Connecting a ADSL IP Access service
- Access and features charges
- Changing your service
- Service assurance
Recent Changes
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
- Recent Changes
- Large Megabit Bearer
- Connecting a Large Megabit Bearer service
- Monthly and other charges
- Service assurance
- Other work we do for you
- Recent Changes
- 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
- 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
- Recent Changes
- 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
- Recent Changes
- Megalink
- Connecting a Megalink service
- Monthly and other charges
- Service assurance
- Other work we do for you
- What is Netplan?
- Discount levels and payment
- Reconciling the discounts paid to you
- Recent Changes
- About Telstra Remote Telemetry
- Site services
- Supplied equipment
- Advanced Radius
- Head end connection
- Service levels
- Fees and charges
- Cancellation and termination
- Changes and additional 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
- What is Telstra OpticWave?
- Details of the Telstra OpticWave service
- Telstra OpticWave equipment
- Your obligations
- Charges
- Service availability and service assurance
- 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 Monitoring Service
- About Vulnerability Services
- Vulnerability Scans
- Internal Scans
- Web Application Scans
- Zero-Day Scans
- Consultant Reporting
- Vulnerability Assessment
- About Telstra Secure
- Site services
- Supplied equipment
- Advanced radius
- Head end connection
- Service levels
- Fees and charges
- Cancellation and termination
- Changes and additional services
Agent Assist
Business Resumption Services
Calling Cards
CallN By Telstra
Conferencing
Content Delivery
Digital Video Network
Fee-For-Service
Hosted Video Conferencing
InContact Telephone Service
Satellite Service
Managed Business Centre
Managed ICT services
Managed Voice Service
Managed Video Conferencing
Online Video Solution
Panviva Knowledge Management
Partner Delivered Network Services
Partner Services
Private Payphones
Professional Services
Proximity Solution
Public Switched Text Services
Public Payphones
Service Assurance
Siteline Service
Skyconnect Service
Standard Restoration, SLA Premium and Telstra Provisioning Commitment
Telstra 1 Touch Video Service
Telstra High Definition Telehealth Service
Integrated Services
Telstra Monitoring Service
Telstra Options BusNet Services
Telstra Platinum for Business
Visionnet Video Service Section
Voice Grade Dedicated Lines
Wideband Provisioning Times
- Agent assist implementation service
- Software
- Operating system requirements
- Hosting
- Managed service desk
- Adds, moves and changes
- Professional services
- Your responsibilities
- Compliance
- Charges
- Minimum term, termination and variations
- 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
- Recent Changes
- General
- Changing Our Customer Terms - pre-paid calling card customers
- PhoneAway
- International Callcard
- Telecard
- Recent Changes
- 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 service
- Your responsibilities
- Customer content
- Acknowledgements and exclusions
- Privacy
- Acceptable use policy
- Intellectual property rights
- Online portal access and security
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
- Recent Changes
- Fee-For-Service
- Fee-For-Service
- Hours of Business
- Charge Structure
- Table of Rates
- Fee-For-Service Examples
- Quotation
- Recent Changes
- Hosted Video Conferencing services
- Using your Telstra hosted video conferencing services
- Installation and commissioning
- Charges
- Security
- Service Assurance
- Recent Changes
- InContact service
- Charges
Terra Satellite Services
- Recent Changes
- 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
- Recent Changes
- 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 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
Part A - Current Plans
- Recent Changes
- 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
- Recent Changes
- Telstra Business Systems Care
- Features
- Care Priority Plus
- Service Targets
- Equipment Maintenance and Software Assurance
contracts entered into on or after 7 November 2012
- Recent Changes
- 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
- Recent Changes
- 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
- 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
- Recent Changes
- General
- Profesional Services
- Services and Deliverables
- Fees and Charges
- Recent Changes
- PayphoneLine Complete
- Call charges
- Professional Services
- Ordering, Delivery Title and Risk
- Acceptance and Defects
- Our Personnel and Assistance
- Privacy
- Intellectual Property Rights
- Third Parties
- Fees and Charges
- Termination
- What is Proximity Solution?
- Content and the Wi-Fi app
- Charges
- Support and Maintenance
- Your Obligations
- Term of Tariff
- General Terms and Conditions
- Description of Services
- SDTR Service Charges
- Interpretation
- Recent Changes
- Payphones
- Call charges
- Telstra Phonecards
- Changing Our Customer Terms - Telstra Phonecard customers
- Recent Changes
- Term of Section
- General Terms and Conditions
- Services
- General Description of Customer Select Assurance
- General Description of Customer Select Maintenance Options
- Response Time and Restoration Target
- Charges
- Telstra Products and Services Assurance Levels
- Access Audio and Access Video Services Assurance
- Austpac Dedicated (48 Kbit/S - 128 Kbit/S) Service Assurance
- Additional Works Charges
- Flexible Maintenance Option - Flexpac
- Flexpac Service Guarantees
- General Description of Telstra’s Standard Provisioning Commitment
- Recorded Telstra Commitment Date
- Telstra Products and Telstra Provisioning Commitment Levels
- Summary of Telstra Provisioning Commitment
- Tpc Rebate
- Recent Changes
- 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
- Recent Changes
- Term of Section
- General Terms and Conditions
- Description of Service
- Skyconnect VSAT Service
- Skyconnect PC Service
- Charges
- Interpretation
- Service Assurance
- Recent Changes
- Standard Restoration and SLA Premium
- General Description of Telstra's Standard Provisioning Commitment
- Recorded Telstra Commitment Date
- Telstra Products and Telstra Provisioning Commitment Levels
- Summary of Telstra provisioning Commitment
- TPC Rebate
- Restoration service level table
- Recent Changes
- The Telstra 1 Touch Video™ service
- Using your Telstra 1 Touch Video™ service
- Equipment
- Installation and Commissioning
- Security
- Fees and charges (for customers who signed up for the Telstra 1 Touch Video Service before 26 October 2009)
- Fees and charges (for customers who signed up for the Telstra 1 Touch Video Service on or after 26 October 2009 and before 28 July 2010)
- Fees and charges (for customers who signed up for the Telstra 1 Touch Video Service on or after 28 July 2010)
- Service Assurance (for services acquired before 8 July 2011)
- Service Assurance (for services acquired on and from 8 July 2011)
- Recent Changes
- 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
Integrated Service Desk
- Recent Changes
- About the Telstra Integrated Service Desk
- Telstra Integrated Service Desk
- Features
- Web Portal
- Service Targets
Integrated Service Management
- Components of the Telstra Monitoring Service
- Installation
- Monitoring
- Alarm Response
- Maintenance
- Additional Areas
- Your Responsibilities
- Fees and Charges
- Term, termination and early termination charges
- Telstra Secure Devices
- Liability
- Notice of subcontracting arrangements and licensing matters
- Service targets
Intelligent Monitoring
- About the AFN solution
- Your responsibilities
- Designing your AFN solution
- Equipment
- Software
- Installation
- Maintenance
- Additional Equipment and Services
- Charges and payment
- Term and termination
- Liability
- Subcontracting arrangements and licensing matters
Integrated security solution
- Term of Section
- General Terms and Conditions
- Telstra Options Busnet10 Service
- 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
Recent Changes
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
- General
- Target standard provisioning times
- Wideband metro areas
Part A: General
Part B: Applications
Part C: Public Cloud
Part D: Private Cloud
Part E: Workspace
Part F: Cloud Management
Part G: Cloud Security
Part H : Dynamic Network
Part I: Internet Of Things
Part J: Cisco Saas Services
A.1 General Terms
A.2 Vendor Terms and Conditions
A.3 Compliance
Cloud Services - Responsibilities Guide
A copy of this guide can be downloaded from https://cloud.telstra.com/help-and-support/terms-and-conditions
B.1 Enterprise Applications
B.2 Telstra Apps Marketplace
Telstra Apps Marketplace terms of use
Box
CakeMail
Canvas
Checkload
Cloud Application Protection
ConnectiX
Daisy Chain
Deputy
Docusign
Docusign Advanced
Docusign for Salesforce
Docusign Not for Profit
Digital Support Services Neto & Digital Support Services Performance Marketing
Domains
Duress Alarm App
GeoOp
Iwebgate
Legacy Domains and Hosting
McAfee Endpoint Protection Essential for SMB
McAfee Multi Access
McAfee SaaS Endpoint Protection
Microsoft Cloud Services
Microsoft Online Services
MigrationWiz
MozyPro
Mural MaaXcloud
NetConnect
Neto
Onboard365
OpenShift
SEO Managed Services
Shoeboxed
Soshlr
Symantec.cloud
Symantec Endpoint Protection
Telstra Mobile Identity
Telstra Online Essentials
Time Tracker
Veritas Enterprise Vault.cloud
Website Services
Workforce Guardian
Zunos (formerly ARISapp)
On Demand
C.1 Cloud Infrastructure
C.2 SoftLayer
C.3 Virtual Storage powered by NetApp
C.4 VMware vCloud Air
C.5 Tailored Infrastructure
Web Scale
C.6 Cisco Intercloud Services
C.7 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)
Converged & Hyper-converged Infrastructure
D.1 Cisco HyperFlex Platform
D.2 Managed Private Cloud
D.3 NetApp FlexPod Platform
D.4 Nimble SmartStack Platform
D.5 Nutanix Platform
D.6 VCE Cloud Services (Vblock, VxRail and VxRack)
Data Centres
D.7 Equinix
D.8 Metronode
D.9 NEXTDC
D.10 Sungard
D.11 Telstra Colocation
D.12 Your DC
Colocation National Energy Retails Laws
Important information regarding energy supply arrangements in connection with your colocation service.
PDF (83KB) Word (101KB)
E.1 VMware Horizon Air
F.1 Cloud Managed Services
F.2 Cloud Managment Platform
F.3 Professional Services
F.4 Rivermeadow
G.1 Security Services
H.1 Internet VPN
Business IP Broadband
Broadband IP Access
Connect IP Broadband
Telstra Business Broadband FTTP
Telstra Internet Direct (FTTP) Volume Based Multi-site
Telstra Remote Telemetry (FTTP)
Telstra Secure (FTTP)
Argent IP
- 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
- What is the Broadband IP Access service?
- Connecting a Broadband IP Access service
- Access and features charges
- Changing your service
- Service assurance
- Equipment
- 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
- 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
- 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
- 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
- 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:
(a) 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;
(b) 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;
(c) in a manner which could result in Telstra incurring a liability to any person;
(d) 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;
(e) to engage in conduct or activities that Telstra considers could adversely affect or prejudice Telstra’s reputation or brand; or
(f) 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:
(a) immediately terminating or suspending the provision of a Customer’s service;
(b) 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;
(c) 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;
(d) 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
(e) 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/.