Business and Government Terms
Our Customer 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.
General Terms
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.
General Terms for Small Business Customers (PDF, 254KB)
General Terms for Small Business Customers (Word, 67KB)
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.
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/.
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
C.X Telstra Edge
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
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
Services on the nbn™ Network
nbn Network Terms
nbn™ Access Service
For customers who signed up for an nbn Access Service on or from 1 March 2018
For customers who signed up for an nbn Access Service before 1 March 2018
DOT (Digital Office Technology) on the nbn network
T-Biz Broadband Multi Site
T-Biz Voice
T-Biz Voice Standard
Telstra Business Broadband
Telstra Business Voice
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