Telstra Data Protect - Information about the service

Unless otherwise agreed with you, the Service will be delivered remotely during our standard business hours of 9am - 5pm on weekdays (except public holidays in the State or Territory in which you are located).  On-site installation or installation outside of our standard business hours may be available for additional fees.

Remote installation requires matching time commitment from your elected administrator for orientation, remote hand assistance or training.

The Telstra Data Protect Installation is available in three standard packages, as described below.

The main inclusiona and differences between the standard packages are:

Essential package - This package includes standard setup and activation of Telstra Data Protect on servers and devices up to specified server and device limits and verifies that the Telstra Data Protect service is operational before handling the administration responsibility over to your nominated administrator.

Advanced packages - These packages include all the features of the Essential package.  Additionally, they include a review of your operating systems, permissions, bandwidth available, preferred backup timings and retention policies to advise on areas of risk and improvement in relation to backups and includes structured training to help you administer your Telstra Data Protect service.

A summary of the standard inclusions in each Service package is et out below:

We use third party service providers to provide certain elements of the Telstra Data Protect service, including Acronis, who are a global cyber protection company. 

Your data is stored in a tier 3 data centre located within Australia. Acronis data centres are ISO 27001 & PCI-DSS certified.
Only you can access your data.
You set up encryption of your data – and only you will have access to the encryption password.
All management communication between your systems and Acronis Cloud runs through channels encrypted with SSL encryption.

The Telstra Apps Marketplace is a web-based marketplace that enables you to purchase and manage various software applications that we make available from time to time.

You need an internet connection to access the Telstra Apps Marketplace. To start using the Telstra Apps Marketplace, visit marketplace.telstra.com and create an account. The account creation of user(s) and ongoing user management of your Telstra Data Protect service is made directly using the Telstra Apps Marketplace Admin console. Your Telstra Data Protect subscription account credentials will be the same as your Telstra Apps Marketplace credentials.

You need to meet minimum system requirements to use certain applications available on the marketplace, which will be set out on marketplace.telstra.com and in Our Customer Terms. You’re responsible for ensuring that you meet these requirements.

All Telstra Data Protect user licensing is managed through the Telstra Data Protect Application. You will need to deploy a separate user licence in respect of each device or service that you wish to use with the Telstra Data Protect Application. There is no limit on the number of user licences you can deploy. However, we can only provide you with user licences if you are located in Australia and you must not attempt to acquire any user licences for any entities or personnel not located in Australia. 

Your subscription plan includes a licence to the Telstra Data Protect Aoplication. All licences include:

• File Recovery: Migrate or recover Windows and Linux systems swiftly to the same, similar or dissimilar hardware
• Backup Storage: Your backup will be stored in the Telstra Data Protect storage
• Active Protection: Protects from ransomware and cryptocurrency mining malware and is available for desktops and servers running windows OS
• Backup Unlimited Devices: An unlimited number of user licenses which allows you to run backups from an unlimited number of devices and services.

This product includes protection for:

• Windows PC
• Mac computers
• iPad, iPhone, and iPod
• Android mobile and tablet devices
• Physical Windows and Linux servers
• Virtual Microsoft Hyper-V and VMWare vSphere
• Cloud Microsoft Azure VMs and Amazon EC2 instances
• Microsoft Exchange Servers
• Microsoft SQL Servers
• SharePoint farms
• Active Directory
• Microsoft Office 365 data
• Google G-Suite data

Further details regarding supported operating system versions are available at: https://www.acronis.com/en-us/support/documentation/CyberProtectionService/index.html#cshid=33496

Supported web browsers: https://www.acronis.com/en-us/support/documentation/CyberProtectionService/index.html#cshid=33495

The Telstra Data Protect Application will back up your data in accordance with your settings and instructions, unless the data storage limit for your Telstra Data Protect Application has been reached. Any data that may be lost as a result of reaching the set data storage limit is the responsibility of your assigned Administrator(s) and not us.

Scheduled backups of relevant devices and servers will only occur if those devices and servers are powered-on and connected to the internet during scheduled backup windows.  You must ensure your Internet connection has a minimum upload bandwidth of 128 kbps available for use in connection with the Telstra Data Protect Application If the transfer of your data to our application platform is time critical, you acknowledge that the Telstra Data Protect Application is not suitable for you.

The Telstra Data Protect Application is not intended for use in connection with any nuclear, aviation, mass transit, or medical application or any other inherently dangerous application that could result in death, personal injury, catastrophic damage, or mass destruction, and you agree that, to the extent permitted by law, we have no liability to you as a result of any such use of the Telstra Data Protect Application.

The pricing in this Critical Information Summary is for a full billing cycle but your first bill may include pro-rata charges for part of the month if you started or changed your plan partway through a billing period. To opt into receiving paperless billing, visit telstra.com/emailbill to request an email bill and/or set up a direct debit. For more information on other bill payment options, go to telstra.com/billpay

Fees and charges may apply for bill delivery and payment of your invoice, depending on the method.

We do have fee free options available - more information is available at:

Personal: telstra.com/payment-fees

Business: telstra.com/fees-on-payment-methods

Administrators can set data consumption limits from within the Telstra Data Admin Portal on a per device and per user basis. This cannot be performed by individual users. Once that limit is reached, it will trigger the Telstra Data Protect solution to stop backing up business data.

More information and self-help guides on how to setup & manage Telstra Data Protect controls can be found via the Telstra Apps Marketplace support site here: https://www. telstra.com.au/small-business/online-support/category/apps-services/apps.

The Telstra Data Protect application is free to download from both the Apple IOS and Google play stores. 

You’ll find more information at telstra.com/business. If you have questions about your bill, technical support service or connection, please call the Telstra Apps Marketplace Help Desk on 1800 878 483 or our Disability Enquiry Hotline on 1800 068 424 (voice) and 1800 808 981 (TTY)

Subscription support

If you require Telstra Data Protect subscription support with your application, please contact the Telstra Apps Marketplace support desk on 1800 878 483 (option 1, option 1) between 7:00am – 6:00pm.

Technical product support

If you require technical support with your application, please contact the Telstra Apps Marketplace support desk on 1800 878 483 (option 1, option 2) between 7:00am – 6:00pm.

Billing Support

If you have questions about your billing support, please contact the Telstra Apps Marketplace support desk on 1800 878 483 (option 1, option 3) between 7:00am – 6:00pm.

If you need to make a complaint you can:

• call 13 2000 and say “complaint” or call your Account Representative if you have one
• visit telstra.com.au/business-enterprise/contact-us/make-a-complaint and fill out a form

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman. For full contact information go online at tio.com.au/contact-us

This is a summary only – the full legal terms for this plan are contained in your agreement with Telstra, including Our Customer Terms which is available at https://www.telstra.com.au/customer-terms

As you may already be aware, as part of a corporate restructure, your account and services will be transferred internally within the Telstra Group from Telstra Corporation Limited to Telstra Limited.  This won’t impact your account or services or how you contact us, and there’s nothing you need to do.  This change will take place on 1 January 2023. For updates on the restructure and more information or to contact us about this change, visit telstra.com/telstralegalrestructure. This message is from Telstra Corporation Limited and Telstra Limited.