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.

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:

  1. 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;
  2. you are not a business but use your service primarily for business purposes; or
  3. 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.

Services

Business fixed line Business Internet Cloud services Data services Internet of Things (IoT) Internet services Mobile nbn™ services Other services Other voice services Rewards and packages South Brisbane Business Fibre Upfront Plans

General

Business phone services

International calls from business services

Home business phone plans

Home phone business voice

Discounts

Other call types

Operator assist calls

Managing calls

Other service options

Charging zones

Exchange service areas

Telstra Business voice on nbn and PSTN (Current plans)

Telstra Business Internet – Current Plans

Digital Office Technology – Old Plans

5G Business Internet

Part A: General – A.1 General Terms

Part A: General – A.2 Vendor Terms and Conditions

Part A : General – A.3 Compliance

Part A : General – Cloud Services – Responsibilities Guide

Part B: Applications – B.1 Enterprise Applications

B.2 Telstra Apps Marketplace – Telstra Apps Marketplace terms of use

B.2 Telstra Apps Marketplace – Check Point Harmony (formerly Sandblast)

B.2 Telstra Apps Marketplace – GoCanvas

B.2 Telstra Apps Marketplace – Domains

B.2 Telstra Apps Marketplace – Entag Go Cloud Kit

B.2 Telstra Apps Marketplace – Iwebgate

B.2 Telstra Apps Marketplace – Legacy Domains and Hosting

B.2 Telstra Apps Marketplace – Microsoft Cloud Services

B.2 Telstra Apps Marketplace – MigrationWiz

B.2 Telstra Apps Marketplace – MYOB Essentials

B.2 Telstra Apps Marketplace – Mural

B.2 Telstra Apps Marketplace – Telstra Business Website Services

B.2 Telstra Apps Marketplace – Telstra Data Protect

B.2 Telstra Apps Marketplace – Telstra Mobile Identity

B.2 Telstra Apps Marketplace – Telstra Online Essentials

B.2 Telstra Apps Marketplace – Veritas Enterprise Vault

B.2 Telstra Apps Marketplace – Website Services

Part C: Public Cloud – On Demand – C.1 Cloud Infrastructure

Part C: Public Cloud – On Demand – C.3 Virtual Storage powered by NetApp

Part C: Public Cloud – On Demand – C.4 Tailored Infrastructure

Part C: Public Cloud – Web scale – C.5 Microsoft Azure

Part C: Public Cloud - Web scale - C.6 Telstra Edge

Part C: Public Cloud – Web scale – C.7 AWS Services

Part D: Private Cloud – Private Cloud – D.1 Telstra Private Cloud

Part D: Private Cloud – Private Cloud Resell – D.2 Private Cloud Resell

Part D: Private Cloud – D.3 Managed Private Cloud Resell

Part D: Private Cloud – Data Centres – D.4 Equinix

Part D: Private Cloud – D.5 Equinix Australia National (Formerly Metronode)

Part D: Private Cloud – D.6 NEXTDC

Part D: Private Cloud – D.7 Sungard

Part D: Private Cloud – D.8 Telstra Colocation

Part D: Private Cloud – D.9 Your DC

Part D: Private Cloud – Colocation National Energy Retails Laws

Part E: Workspace – E.1 VMware Horizon Air

Part F: Cloud Management – F.1 Managed Cloud

Part F: Cloud Management – F.2 Professional Services

Part F: Cloud Management – F.3 Telstra Cloud Sight

Part F: Cloud Management – F.4 Telstra Advanced Services

Part F: Cloud Management – F.6 CloudHealth

Part G: Cloud Security – G.1 Security Services

Part H : TelstraDEV Portal – TelstraDEV Portal Terms of Use

Part H: TelstraDEV Portal - Verification API

Part I: Internet Of Things

Part J: Cisco Saas Services

Managed IoT

Adaptive networks – Telstra fibre

Adaptive networks – nbn access

Network services – Telstra Internet Direct Adapt (includes TID Premium Adapt and TID Lite Adapt)

Network services – Business IP Adapt

Adaptive Assured Networks

ATM service

Business IP

Connect IP – General

Cyber Detection and Response

Digital data services – General

Digital data services – DDS

Digital data services – DDS Flexnet

Digital data services – DDS Fastway

Digital data services – Digital Metropolitan Service (DMS)

Dedicated Digital Services

Ethernet Line

Ethernet Lite (Formerly Business DSL)

Frame Relay Services

Ethernet Man Service (post 13 August 2013)

Ethernet Man Service (pre 13 August 2013)

Hyperconnect (ADSL)

Incident Response Retainer

IP Solutions – General

IP solutions – IP Networking Services (post 1 November 2012)

IP solutions – IP Networking Services (pre 1 November 2012)

IP solutions – Value added services

IP solutions – Service Levels

IP solutions – Non–current plans

IP solutions – M2M VPN Solution

IP solutions – Cloud Direct Connect

Large Megabit Bearer

Managed Data Networks

Managed Security Services

Managed Security Services Responsibilities Guide

Managed WAN Service

Megalink

National Ethernet

Netplan Discounts

SecureEdge

Security Consulting Services

Security Consulting Services Responsibilities Guide

Security Services

Telstra Business Smart Modem

Telstra Dark Fibre

Telstra OpticWave

Telstra Programmable Network

Telstra Secure

Telstra Wavelength

Vulnerability Services

IoT and M2M plans

Remote Telemetry

Telstra Remote Telemetry – on or after 1 October 2019

Telstra Remote Telemetry – before 1 October 2019

Telstra Track & Monitor

Internet of Things

Internet solutions – Telstra internet direct (from March 2018)

Internet solutions – Telstra internet direct (before March 2018)

Telstra Business Broadband for Enterprise Customers

Telstra Online Essentials

Telstra Small Business Broadband

Internet Protection Services (from December 2022)

Telstra Internet Direct (non current plans)

Internet Direct and Business Broadband – General

Internet direct and business broadband – Other features and services

Internet direct and business broadband – Business broadband packages

Acceptable Usage Policy

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.

Acceptable Usage Policy - Email

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:

The following activities are also prohibited uses of the Telstra Network:

Acceptable Usage Policy - Newsgroups

The Customer must not use the Telstra Network or allow the Telstra Network to be used to:

Acceptable Usage Policy - 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:

  1. 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;
  2. 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;
  3. in a manner which could result in Telstra incurring a liability to any person;
  4. 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;
  5. to engage in conduct or activities that Telstra considers could adversely affect or prejudice Telstra’s reputation or brand; or
  6. in a manner which attempts to manipulate or bypass any limitations on a Customer’s service by any means.

Acceptable Usage Policy - 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:

Such remedial action may include:

  1. immediately terminating or suspending the provision of a Customer’s service;
  2. 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;
  3. 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;
  4. 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
  5. 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.

Acceptable Usage Policy - 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.