Network Services Schedule
Atrio Pty Ltd (ACN 631 222 592)
Last Updated 1st September 2026
Important Things to Know (please read)
We want this Network Services Schedule to work for both of us. If there is something you would like to change before placing an Order, we are happy to consider reasonable amendments, just let us know.
This Network Services Schedule forms part of your Agreement with Atrio Pty Ltd and must be read together with our Terms of Service and your Order. This Services Schedule applies only where your Order expressly includes network services or internet services.
Network and internet services coverage is limited to service areas. Executing an Order does not guarantee availability at your site. There may be significant delays in provisioning that are outside our control.
Internet services are billed from the date of activation, not from the date you begin using them. Minimum terms apply as set out in your Order. Cancellation before the end of the minimum term may attract carrier pass-through termination fees. Relocation of internet or network services is not automatic and is only available where the same service is available at the new site. Relocation will attract carrier relocation fees and Atrio Pty Ltd setup fees as set out in the Order.
The scope of each engagement is defined by your Order. We are only obliged to deliver what is expressly described in the applicable Order. If a service or deliverable is not listed there, it is not included.
1. About this Service Schedule
1.1. This Network Services Schedule (Services Schedule) sets out the terms on which we supply network services to you. It applies where an Order expressly incorporates those services.
1.2. This Services Schedule forms part of an Agreement and must be read together with the Terms of Service and the applicable Order.
1.3.If there is any inconsistency between this Services Schedule, the Order and the Terms of Service, the Terms of Service prevail, then the Order, then this Services Schedule, to the extent of the inconsistency.
1.4. In this Services Schedule, some words are defined in bold. Definitions in the Terms of Service also apply to this Services Schedule.
2. Network services
2.1. We will use our best endeavours to deliver network services to the site specified in the relevant Order in accordance with the requirements set out in that Order (network services).
2.2. We may select, appoint, substitute or vary any carrier, supplier or other third-party provider used to supply, provision or support the network services. We are not required to use any particular carrier, supplier or third-party provider unless expressly stated in the relevant Order.
2.3. You authorise us to order the network services, and any related carrier, supplier or third-party services required to provision them, immediately after you sign the relevant Order. If, after signing the Order, you cancel, amend, delay or otherwise change the network services or any relevant site, you must pay all costs, charges, fees and losses we incur or become liable to pay as a result, including any carrier, supplier or third-party cancellation, amendment, relocation, installation, provisioning or early termination charges.
2.4. Coverage is limited to our service areas. Executing an Order does not guarantee that network services will be available at your site.
2.5. There may be delays in the provisioning of network services that are outside our control. For example, one or more of our third party providers may seek to deliver services necessary for us to provide network services using carrier rights under Schedule 3 of the Telecommunications Act 1997 (Cth). Any nominated provisioning timeframes may be based on there being no objections by any building owner or occupier in respect of those services. Any such objection may delay provisioning. Where an objection is sustained and a third party provider cancels provisioning as a result, we may be unable to deliver the network services and reserve the right to terminate the relevant Agreement without liability to you.
2.6. Prior to provisioning network services at your site, we or our third party providers will carry out a service qualification check to confirm that network services can be supplied to you at that site. If, in our reasonable discretion, we determine that we cannot provision the network services, we will notify you and either party may terminate the Agreement as it relates to the network services. Upon such termination, we will refund any fees you have paid for the network services.
2.7. You acknowledge that carriers and our other suppliers may impose an annual shutdown period on the installation, provisioning, migration, churn, relocation or modification of network services, which generally applies from mid-November until January each year. During a shutdown period, new work may not be, scheduled or completed, and any stated delivery or provisioning timeframe may be extended. We do not guarantee that any network services ordered, or any request submitted, before or during a shutdown period will be installed, provisioned, migrated, churned, relocated or modified before the shutdown period begins or ends. We are not responsible for any delay, interruption, additional cost or other consequence arising from or in connection with a shutdown period imposed by a carrier or our other suppliers.
2.8. If you wish to relocate existing network services, you must provide us with prior written notice. The timeframe required to relocate the network services will depend on the service and the nominated new site. Once we have assessed the new site and the services to be relocated, we will advise you of the applicable timeframe and any requirements that may affect the relocation. Existing network services may only be relocated where the same network service is available at the new site. We do not guarantee that an existing network service can be relocated to your nominated new site. Relocation may also require new installation. You acknowledge that relocation of existing network services will result in:
(a) carrier installation or relocation fees; and
(b) additional fees charged by us for configuration and setup.
2.9. Billing for network services commences from the activation date of the service, as determined by the carrier or supplier. You acknowledge that where network services replace an existing service, you may be required to maintain your existing service until the new service is fully provisioned and operational. This may result in a period of overlap where charges are payable for both services. We are not responsible for any delay in terminating your existing services or for any overlap in charges.
2.10. If your existing internet or network service to be transferred to us is bundled with any other service supplied by your current telecommunications provider (including telephone, fax or any other telecommunications service), you must arrange, at your cost, for those services to be unbundled before the transfer can proceed. You acknowledge that we and our carriers or suppliers may be unable to transfer, migrate or churn the network service unless all required unbundling has been completed. You must give us written confirmation that the required unbundling has been completed before we or our carriers or suppliers are required to commence the transfer, migration or churn. We are not responsible for any delay, failed transfer, interruption, loss of service, charge or other consequence arising from a failure to complete the required unbundling or from any act or omission of your current telecommunications provider.
3. Supply and modification of network services
3.1. Network services comprise:
(a) connectivity services supplied by third-party wholesale carriers;
(b) where specified in the relevant Order, monitoring and support services of network hardware supplied and managed by us (managed hardware) under our Managed Hardware Services Schedule accepted by you in your Order. These services are only available where you have entered into the Managed Hardware Services Schedule with us; and
(c) where specified in the relevant Order, monitoring of network hardware supplied by you (BYO Hardware), subject to your payment of the management fee for that monitoring specified in the Order. Any configuration, reconfiguration, installation, remediation or other work required in connection with BYO Hardware is not included in the network services and will be provided as professional services subject to our Professional Service Schedule and additional professional services fees.
3.2. Connectivity services are provided by third-party carriers and are subject to their availability, infrastructure and performance. We are responsible for the configuration, management and support of network equipment supplied by us, but we do not control the underlying carrier network.
3.3. Any stated bandwidth, speed or performance level is a description of the applicable service plan only, unless the Order expressly states that a committed information rate, minimum speed or guaranteed performance level applies. Actual performance may vary due to carrier networks, congestion, contention, client equipment, internal cabling, Wi-Fi, site conditions, configuration, usage patterns and other matters outside our control. We do not guarantee any particular speed, throughput, latency, jitter, packet loss or performance level unless expressly stated in the relevant Order.
3.4. We may modify any network services, or any feature or aspect of them, at our discretion, provided that the modification does not result in any material deterioration in quality and the modified services continue to comply with any applicable specifications.
3.5. We own, control and operate our equipment (to the extent it forms part of the network services) and may add or remove any component of our equipment at any time.
3.6. We are not responsible for, and do not monitor, supervise, edit or control, any client data transmitted via the network services.
3.7. You acknowledge that the network services will experience downtime from time to time. We will endeavour to avoid downtime during business hours.
3.8. You acknowledge that data transmitted using the network services or over the internet may be subject to interception, unauthorised access, delay, loss or corruption, particularly where transmission occurs over third-party telecommunications networks or in circumstances outside our reasonable control. Subject to our obligation to implement reasonable technical and organisational security measures for the network services we manage, you are responsible for assessing whether the network services are suitable for transmitting particular data and for implementing any additional safeguards appropriate to the sensitivity of that data.
3.9. We implement reasonable technical and organisational measures to maintain the security of network services that we manage. However, no network can be completely secure. You acknowledge that:
(a) the security of your systems also depends on your equipment, configuration and user practices; and
(b) data transmitted over telecommunications networks may be subject to interception or unauthorised access outside our control.
We make no representation or warranty as to the effectiveness or fitness for purpose of our network security.
3.10. You acknowledge that we do not, and cannot, supervise, edit or control the nature, content, accuracy, completeness or form of any material or information accessed, transmitted, received or made available through the network services or the internet. We are not responsible for that material or information, or for your access to or use of it.
3.11. We are not responsible for ensuring that any material, data or communication sent or received using the network services is sent, received, delivered, transmitted or stored correctly, securely, completely, within any particular timeframe, or at all.
3.12. Neither we nor our carriers, suppliers or other third party providers control the content, information, services, applications or websites accessible through the internet or any third party network.
3.13. To the maximum extent permitted by law, we are not responsible for any loss, damage, liability, cost or expense arising from or in connection with your use of the network services, including loss or corruption of data, delays, interruptions, failed deliveries, security incidents, or reliance on any content, information, service, application or website accessed through the network services, the internet or any third party network.
4. Installation and site access
4.1. Upon 24 hours’ notice, you must provide our personnel and our third party providers’ personnel and contractors (as applicable) with full and safe access to the site and any other location at which any of your network termination units, routers or devices are held (except at any data centre in which we have a presence), where reasonably required by us to perform our obligations under this Services Schedule.
4.2. You must identify a contact person at each installation site, ensure that contact person is aware of the proposed installation, and ensure that they are available to give our personnel or our third party providers’ personnel and contractors (as applicable) clear instructions about the exact location for installation of the services at that site. If a network service needs to be relocated at a site, an installation is delayed, cancelled or cannot be completed, or a site revisit is required because of incorrect instructions, lack of access, the absence of an authorised site contact, or the installer being turned away from the site, you must reimburse us for any reasonable additional charge actually imposed on us by the carrier as a result; and the relevant third-party wholesale carrier may place the order on hold, which may delay the provisioning of the network services. Any applicable provisioning timeframe is suspended while the order remains on hold and recommences when the carrier removes the order from hold.
4.3. You must do all things reasonably necessary to facilitate our provision of the network services. This includes notifying, obtaining permission from, and procuring the cooperation of any landlord, lessor, co-tenant, building manager, occupier or other relevant person where required for the installation, maintenance, connection or operation of our equipment, or for connection of our equipment to the service delivery point. Where we notify you that any authorisation, permission, licence, waiver, registration or consent is required for us to provide the network services, you must obtain and maintain it at your cost.
4.4. In order to provide the network services at the site the relevant third-party wholesale carrier may install a network termination unit (NTU) and we may install one or more IT equipment we own, including routers and other devices (our equipment). You hereby consent to the installation of the NTU and our equipment at the site and to the disconnection of any services and related devices where required by the carrier or our other suppliers before or during installation. The NTU remains the property of the carrier and must remain installed at the site. If you vacate the site, you must leave the NTU in place and must not remove or take it with you. You must reimburse us for any reasonable charge imposed on us by the carrier as a result of the NTU being removed or lost when you vacate it.
4.5. You must provide, if we instruct you to do so, a suitable physical environment (including power and air conditioning if required) for our equipment, meeting the requirements specified by us and only permit our equipment to be repaired, serviced, moved or disconnected by us or with our authority.
4.6. You must protect our title to our equipment and must not remove, obscure or alter any identification marks on our equipment. You must comply with all reasonable instructions we give you to protect our ownership of our equipment, and not do, or permit anything to be done, that may prejudice, impair or otherwise affect our ownership or rights in our equipment.
4.7. We will provide preventative and corrective maintenance for our equipment at your site as we reasonably consider necessary. We may access the site to inspect, test, maintain, repair, adjust or replace our equipment. If we determine that our equipment is malfunctioning, we will take reasonable steps to restore it to proper operating condition. We are not responsible for maintaining, repairing or replacing any equipment, cabling, software, configuration or facilities that are not supplied or controlled by us, or for any fault caused or contributed to by your equipment, acts, omissions, site conditions or failure to comply with this Services Schedule.
4.8. We and our third party providers are not responsible for the installation of electrical wiring, the removal of doors, widening of entrances or any other structural work at the site. You must procure all such work prior to our attendance at the site.
4.9. We are not responsible for procuring the installation or maintenance of any cabling at the site, other than cabling from a relevant supplier’s network connected to the service demarcation point under what the relevant supplier considers a standard install. You must install or procure the installation of any other necessary cabling.
4.10. If we or our third party providers are prevented from installing any of our equipment at the site due to your breach of this Services Schedule, you must pay us all costs, charges and losses we suffer or incur as a result.
4.11. You must provide adequate working space and a safe working environment at the site and must ensure that our personnel and our suppliers’ personnel and contractors (as applicable) are notified of any safety hazards at or in the vicinity of the site.
5. Your Equipment
5.1. Unless expressly agreed otherwise in the relevant Order, you are responsible for installing, configuring, maintaining and operating your equipment, and for connecting your equipment to your side of the service delivery point.
5.2. You must, at your cost, provide, install, cable, configure, reconfigure, modify and maintain all customer-side equipment, cabling, software and configuration necessary to connect to and use the network services.
5.3. Any support, maintenance, troubleshooting, configuration, consulting or other services we provide in respect of your equipment, or on your side of the service delivery point, are chargeable and will be invoiced at our then-current rates unless we agree otherwise in writing.
5.4. We may disconnect, suspend or refuse to connect your equipment to the service delivery point without liability if you do not comply with this clause 5, or if we reasonably consider that the continued connection of your equipment may:
(a) cause death or personal injury to any person;
(b) damage, interfere with, compromise or adversely affect our property, equipment, network, systems or services, or those of any carrier, supplier or other third party;
(c) materially impair the quality, performance, security or operation of any telecommunications, internet or network services we provide to you or any other person; or
(d) cause us, a carrier, supplier or other third party to breach any law, licence condition, industry code, direction or technical requirement.
6. Your obligations
6.1. You must:
(a) not use any network services for the purposes of on selling or supplying connectivity (whether by physical or wireless connection) to any third party, or to any location other than the site specified in your Order;
(b) configure all client equipment correctly in order to receive and properly use the network services;
(c) assist us when reasonably required for troubleshooting, including by rebooting any equipment that cannot be rebooted remotely;
(d) provide us with your personal and contact details as required to update the IPND and any relevant routing information, domain names and other information reasonably required for us to provide and maintain the network services, and promptly notify us of any changes to that information; and
(e) not permit any of your personnel to repeatedly infringe any of our reasonable policies and procedures notified to you from time to time. If you do so, we may terminate your access to the network services.
6.2. You are solely responsible for the content of any data or information you send or receive using the network services.
7. Charges and payment
7.1. Your monthly usage is determined in accordance with the rates specified in the relevant Order (monthly fee). Monthly usage fees may be subject to change as determined by us from time to time.
7.2. If your usage of any services described in this Services Schedule exceeds the limits set out in the relevant plan, you must pay the excess usage charges set out in the plan or Order (as applicable). If we determine that your usage is excessive, unreasonable or interferes with our provision of services to other clients, we reserve the right to suspend or limit your network services. Suspension or limitation for excessive usage does not entitle you to terminate the Agreement or avoid minimum term charges.
7.3. You must pay all fees in accordance with the payment terms, regardless of whether you use all or any plan inclusions and whether or not you cancel or transfer any service to a third party. Unused inclusions do not roll over to the next calendar month except where your Order expressly provides for rollover.
7.4. Monthly recurring charges are payable in advance, with the first month’s charges pro-rated based on the service activation date.
7.5. We will use our best endeavours to include all applicable fees in each invoice. If any fees are omitted from an invoice for any reason, we will include them in the next invoice, clearly itemised. Such an omission does not affect the validity of those charges.