Service Levels and Support

The IT Dept Pty Ltd, trading as Underlay Networks. ABN 12 665 405 505

Who we support

For services bought for your own business, your authorised contacts come directly to Underlay. Your business manages its internal users, LAN and devices unless the Order includes that work. For resale, your team runs frontline support and escalates the Underlay component to us. We can contact an end customer where you authorise it or where safety, security or law requires it.

Normal support within the service we supply is included. Work on your equipment, remote hands and separately scoped engineering are chargeable only on the basis agreed in your Order or before work starts.

Emergency network faults: 24 × 7

Call 02 4398 7080 for an emergency network fault at any hour. Email supporting information to hello@underlay.au; do not rely on an email alone for urgent attention.

An emergency network fault is a material failure of infrastructure Underlay operates, a widespread outage, or another incident reasonably requiring immediate network-engineering attention. A fault on one transit, private-connectivity, colocation or voice service can be an emergency if the failed component is Underlay infrastructure. Report suspected emergencies promptly; do not wait to finish routine checks or for a testing tool to become available.

If your first call is unanswered, call again and leave your callback number, service identifier and impact. Use any additional emergency escalation contact stated in your Order. This is operational fault support, not an emergency-services line. If someone is in immediate danger, call 000 using a working phone.

Ordinary support hours

Routine individual service faults, configuration questions, billing and planned changes are handled 9am to 5pm Sydney time, Monday to Friday, excluding NSW public holidays. This includes individual nbn access faults and faults on customer equipment. A broader Underlay incident discovered during a single-service investigation is treated as an emergency network fault.

Where possible, provide the symptom, service identifier, time first observed, recent changes and checks completed. We help establish the service boundary when the cause is unclear. Tools can help with initial checks where available; their availability is not a condition for reporting a fault.

Incident updates and escalation

We identify the affected component, investigate or escalate to the relevant supplier, and communicate material changes, next steps and known constraints. Ask through the same phone or email channel for an incident review if the impact worsens, progress is unclear or you need an escalation. Our Complaints Policy remains available, including its urgent and network-outage procedures.

Any contracted acknowledgement interval, update frequency, backup escalation and restoration target must be stated in the Order. Round-the-clock emergency reporting does not by itself promise a fixed response or restoration time. Mandatory outage communications and complaint deadlines still apply.

Restoration and service credits

We monitor the network we operate. nbn, carriers, facility operators and power providers may control part of the restoration process. The Order identifies any agreed availability or restoration target, service credit and claim process. There is no universal service-credit table.

An application failure or a fault beyond our network is not automatically a failure of the Underlay service, but we help diagnose the boundary. Service boundaries and contractual credits do not remove non-excludable consumer guarantees or other legal remedies.

Maintenance

We plan routine maintenance to minimise disruption and give advance notice where reasonably possible. The Order can set specific notice periods or maintenance windows. Customer-specific changes are agreed with your authorised contact. Urgent security or stability work may require immediate action; we explain the impact and follow up as soon as practicable.

Last updated 1 October 2026 · Version 2026-10-01.1