Service Schedules

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

1. How these schedules work

These schedules describe each Underlay service: what it is, where our responsibility starts and stops, what you need to do, and how support and charges work. They form part of our Wholesale Terms for resale orders, or our Business Terms for services bought for your own business.

In these schedules:

Order means the quote or order form you accept for a service. It sets out the specific service, locations, handoffs, charges, term and any special conditions.
Service means a service described in an Order.
End customer means your customer, who receives a service from you that uses an Underlay Service.
Demarcation point means the point where our network responsibility ends and yours begins.
Business hours means 9am to 5pm Sydney time, Monday to Friday, excluding public holidays in New South Wales unless your Order says otherwise.

If documents conflict, they apply in this order: your Order, then these schedules, then the applicable Wholesale Terms or Business Terms. Non-excludable legal rights and mandatory customer protections take precedence over every document. An Order can intentionally depart from the standard service described here, because we design around real networks, but it must say so.

2. Who buys and supports the Service

Your Order identifies whether you buy for resale or your own business. For your own business, Underlay is your supplier and supports your authorised contacts directly. You do not become a reseller merely by using our services. References below to end-customer addresses, equipment and responsibilities mean your business sites, equipment and responsibilities where you buy for your own use.

For resale, your end customers are your customers.

We do not market to your end customers or solicit them.
Our related retail business, Warp (warp.net.au), runs on the Underlay network. Your end customers are free to choose any provider, including Warp, but we do not use their information to market Warp to them.
We will not contact your end customers directly unless you authorise operational contact, such as coordinating site access, or we reasonably need to address safety, security or a legal requirement.
Some Services require us to receive information about your end customers and their service locations. We use it only to order, operate, support and bill the Service and to meet legal obligations. We do not use it for marketing.

If you resell a Service, you are the retail provider to your end customers. You are responsible for the obligations that come with that role, including complaint handling, any applicable industry codes, and membership of the Telecommunications Industry Ombudsman scheme where the law requires it.

3. Ports and cross-connects

Where a Service is delivered on a physical port, the port is one of the following, as stated in your Order:

10G: 10GBASE-LR, single-mode fibre, duplex LC.
100G: 100GBASE-LR1 ("100G LR") or 100GBASE-LR4, single-mode fibre, duplex LC.

Each party supplies and maintains the optical transceivers for its own equipment unless the Order says otherwise. Transceivers must be compatible with the port type in the Order.

Cross-connects are ordered from the facility operator. Your Order states which party orders each cross-connect and how the facility operator's charges are passed through. We will provide a letter of authority where you need one. A cross-connect can carry its own minimum term or cancellation terms set by the facility operator; where that applies to your Service, the Order says so.

The Demarcation point for a port-delivered Service is the Underlay port, or the facility patch panel position stated in the Order. Anything on your side of that point is your responsibility, including your equipment and any cross-connect you ordered.

4. Interconnection locations

We can deliver ports and interconnection at Equinix Sydney SY1, SY2, SY3 and SY4. Delivery at a particular facility depends on the facility operator's rules and on cross-connect availability. NEXTDC interconnection is planned and is not currently an available delivery location. Being able to interconnect at a facility does not mean we hold rack space there; colocation locations are stated in the Order.

5. Delivery and acceptance

We will tell you when a Service is ready for use. A Service is ready when the agreed Demarcation point is working, not merely when part of it is installed.

Please test the Service promptly and tell us about any defect. A Service is accepted when you start using it for live traffic, or when the acceptance period in your Order ends without you raising a material defect, whichever happens first.

Delivery dates depend partly on third parties such as nbn Co, facility operators and carriers. We will keep you informed and will not claim a Service is ready before it is.

6. Support, faults and maintenance

For resale, you provide frontline support to your end customers. For your own business, your authorised contacts raise faults directly with us. Our support model, including fault classification and incident communication, is set out in our Service Levels document. In summary:

Emergency network faults: a failure of infrastructure we operate, or an outage affecting multiple services. These can be raised 24 hours a day, 7 days a week.
Individual service faults, including individual nbn services, are handled in Business hours, after reasonable initial checks. Report a suspected network emergency promptly, even if testing is unavailable.

We monitor the network we operate. Planned maintenance is scheduled to minimise disruption, and we give notice of planned maintenance as set out in the Service Levels document or your Order. Urgent work to protect the network may happen with little or no notice.

If a fault turns out to be on your side of the Demarcation point, or in your end customer's equipment or premises, we pass through any third-party charge for the attendance, and any remote hands or engineering time involved is charged as described in section 7.

7. Charges

Charges are set out in your Order. Underlay does not charge a setup fee and there is no minimum service count. Charges can include recurring charges, disclosed third-party installation, cross-connect, facility or port-rejection charges, equipment, and separately agreed remote hands or engineering work.

We do not charge for normal support of a Service we supply. Work outside a Service's boundary, such as configuring your equipment or physical work in your rack, is chargeable only on the scope and charging basis agreed in the Order or authorised before the work starts. An urgent situation does not by itself authorise additional charges.

8. Term, changes and cancellation

There is no universal minimum commitment. A Service continues until it is cancelled, unless your Order states a minimum term. Standard direct-business nbn and voice plans are month-to-month, billed monthly in advance, with cancellation at the end of the paid billing month and no Underlay early termination fee. Disclosed third-party commitments are separate.

You can ask to change or cancel a Service at any time. We will tell you what the change involves, when it can happen, and any cost that cannot be avoided, before we proceed. Where we have taken on a third-party commitment for your Service, such as a cross-connect term or a charge imposed by nbn Co, that cost may be passed through if you cancel early. Your Order identifies commitments of this kind.

Schedule 1: nbn connectivity

1.1 What the Service is

We acquire an nbn access service for an end-customer address and deliver it to you in one of three modes:

Layer 2 nbn: we deliver the service to your network over an NNI port, with the service identifiers set out in the Order (for example, VLAN tags). You terminate the service.
Layer 3 nbn internet: we terminate the service in our network and route it to the internet over our network, upstream transit and internet exchange (IX) peering. Services use Underlay addresses, or your own addresses (BYOIP, see 1.4). No NNI is needed. If you also take an NNI, services can instead be returned to your network over it as Layer 3 private.
Layer 3 nbn private (L3VPN): we terminate the service in our network and return it to your network over an L3VPN, using your addressing and the routing set out in the Order. The L3VPN is handed off on an NNI port at one of our facilities, or into colocation you have with us.

Your Order may use more than one mode.

1.2 Upstream supply

The access component is supplied by nbn Co, either directly or through an upstream wholesaler. Upstream requirements affect qualification, appointments, access technology, speed tiers, fault handling and certain charges. We identify material requirements and charges before you commit. You must meet the site and ordering requirements disclosed in your Order. Upstream arrangements do not remove our obligations as your supplier or your non-excludable rights.

1.3 Coverage and qualification

We offer all nbn access technologies, subject to address qualification, product and delivery-mode availability. Before ordering, the address is qualified with nbn Co. Qualification determines which access technology and speed tiers are available; an address being nbn-enabled does not guarantee a particular technology or speed.

The speed tier is a wholesale access profile, not a promise of measured end-to-end speed. Standard direct-business nbn plans include unlimited data. Actual performance depends on the access technology, premises, equipment and network conditions. The Order and applicable direct-business plan disclosures state the performance offered. This does not limit remedies for a service that fails to meet its description or a legal guarantee.

1.4 Bring your own IP addresses (BYOIP)

For Layer 3 nbn internet services, you can have services use IP address ranges you hold instead of Underlay addresses. We announce your prefixes to the internet from AS152590 and route traffic for them to your services. To use BYOIP:

You must hold the prefixes, or be authorised by the holder to use them, and give us a signed letter of authority for us to announce them from AS152590.
You must publish ROAs that authorise AS152590 to originate the prefixes, and keep routing registry (IRR) records accurate.
Prefixes must be at least a /24 for IPv4 or a /48 for IPv6. Smaller prefixes are not widely accepted on the internet.
You remain responsible for how the addresses are used, and for their registry, WHOIS and abuse-contact records.

We announce your prefixes while the Service is active. We will stop announcing them when the Service ends, if your authority is withdrawn, or where needed to deal with a hijack, a leak, abuse or an invalid ROA. Where we can, we will contact you first.

1.5 Demarcation

Layer 2: our responsibility ends at the NNI port Demarcation point.
Layer 3 internet: our responsibility ends at the internet routing we provide in our network.
Layer 3 private: our responsibility ends at the L3VPN handoff to your network.

nbn maintains its network termination equipment through its own fault process, which we coordinate. You manage your premises wiring, router and other equipment unless the Order includes that work. These maintenance boundaries do not exclude our responsibility as your supplier to investigate and arrange the appropriate remedy for the service we sold you.

1.6 Your responsibilities

Provide accurate address and end-customer details for ordering, and keep them current.
Arrange end-customer availability and site access for nbn appointments.
For resale, run frontline support. Where possible, confirm the symptom and equipment state before raising an individual fault. Use test tools where available, but do not delay reporting an emergency or a fault because a tool is unavailable.
For Layer 2: terminate the service, including authentication, addressing and routing.

1.7 Charges specific to nbn

Some nbn Co charges are triggered by events at the end customer's side. Examples include a technician attendance where the fault turns out to be in the premises or the end customer's equipment, or a missed appointment. Where nbn Co charges us for an event like that, we pass the charge through to you at cost.

Schedule 2: IP transit

2.1 What the Service is

IP transit from Underlay's network, AS152590. We establish an eBGP session with you and provide the full internet routing table for IPv4 and IPv6. We carry traffic between your network and the internet.

2.2 Delivery

The Service is delivered on a 10G or 100G port at a location listed in section 4, as set out in the Order. The Order also sets out the capacity and billing model, the BGP session details, and any addressing we provide.

2.3 Routing security

You must only announce prefixes you hold or are authorised to announce, with origin ASNs you are authorised to use.
You must keep routing registry (IRR) records accurate and publish ROAs for the prefixes you announce.
We apply RPKI route origin validation. We may reject routes that are RPKI-invalid.
We may apply prefix filters, maximum-prefix limits and other routing controls to protect our network and the internet.
We may drop or filter traffic, or suspend a session, to deal with attacks, hijacks, leaks or abuse. Where we can, we will contact you first.

2.4 Demarcation

Our responsibility ends at the Underlay port Demarcation point. Your router, its configuration and your routing policy are your responsibility.

2.5 What is not included

The Service does not guarantee reachability to any particular network. Other networks make their own routing decisions. DDoS mitigation is not included unless the Order says it is.

Schedule 3: Private connectivity

3.1 What the Service is

A private connection between endpoints set out in the Order (for example, your racks, your customer sites, data centres or our network), delivered as a Layer 2 service or as an L3VPN.

3.2 Design

The Order sets out the endpoints, capacity, handoff type at each end, and, where they matter, MTU and routing responsibilities. For L3VPN, the Order states how routes are exchanged and which addressing is used.

3.3 Resilience

A private connection is not diverse or redundant unless the Order says so. Two endpoints in data centres do not by themselves make a service redundant.

3.4 Third-party components

Some private connections use third-party access circuits or cross-connects. Where they do, the Order identifies them, and their lead times and terms can affect delivery and cancellation.

3.5 Demarcation

Our responsibility ends at the handoff at each endpoint set out in the Order.

Schedule 4: Colocation

4.1 What the Service is

Space and power for your equipment, connected directly to Underlay services.

Shared colocation: space in a shared rack for suitable equipment such as a router, switch or small server. Shared colocation is a standard service.
Dedicated racks: from a quarter rack to a full rack, designed and built for your project. The Order sets out the space, power, layout and cross-connects.

The facility, rack position and power allocation are set out in the Order.

4.2 Access

Physical access is available with notice. Visits are booked through us and are subject to the facility operator's rules, including identification, induction and escort requirements. Access to shared colocation may need to be escorted. In an emergency we will help arrange access as quickly as the facility allows.

4.3 Remote hands

Remote hands are available for physical work on your equipment, especially when something is broken and needs attention quickly. Examples include power-cycling equipment, reseating or replacing optics and cables, visual checks and status-light reports, and swapping in replacement parts you supply.

Remote hands are chargeable, per attendance, at the rates in your Order or agreed with you before the work. We will act on instructions from your authorised contacts. We carry out agreed instructions with reasonable care and skill. Your instructions do not excuse our negligence or remove any non-excludable right or remedy. Each party remains responsible to the extent its actions contribute to a loss.

4.4 Your equipment

Your equipment must be safe, in good condition, suitable for a data centre, and within the power and physical allocation in the Order.
You must not install anything hazardous, or anything the facility operator prohibits.
Your equipment and data remain yours and your responsibility, including backups and insurance. We do not operate your equipment unless the Order makes us responsible for a specific task.
You must label your equipment and cabling as we reasonably require.

4.5 Power

You must keep your equipment's power draw within the allocation in the Order. If your equipment exceeds it, we may ask you to reduce the load, and we may charge for additional power or disconnect equipment where needed to protect the facility or other customers.

4.6 End of service

When a colocation Service ends, you must remove your equipment within a reasonable period after we ask you to. If you do not, we may disconnect it, remove it and store it at your cost, and deal with it as the law permits.

Schedule 5: Network engineering

5.1 What the Service is

Network engineering work such as architecture and design, BGP and routing, migrations, troubleshooting and implementation. Engineering work is project work, scoped separately from support for Services we supply.

5.2 Scope

Before we start, we agree the scope, deliverables, assumptions and charging model (fixed price, or time and materials) in the Order or a written statement of work. Changes to the scope are agreed in writing before the extra work is done.

5.3 Working on your network

Where we work on your network or equipment, we do so at your direction and within the access you give us.

You approve changes before we make them, and you are responsible for your change control and maintenance windows.
You are responsible for backups and for the configuration you have approved.
If a change causes an issue, we will help restore service as part of the engagement.

5.4 Deliverables

Designs and documents we create for you under an engagement are yours to use once paid for. We keep ownership of our own tools, methods and general know-how.

5.5 Support versus engineering

Normal support for an Underlay Service is not converted into chargeable engineering just because an engineer had to investigate it. Work outside a Service's boundary may be quoted as engineering.

Schedule 6: Voice

6.1 What the Service is

Hosted PBX, SIP trunks, and telephone numbers with porting, as set out in the Order. You can buy for your own business or supply to your end customers under your own brand. The reseller platform does not present Underlay branding to your end customers.

6.2 Upstream supply

Calls to and from the public telephone network, numbers, porting and the carriage of emergency calls are supplied through an upstream carrier. Its terms affect things like number availability, porting timeframes and certain charges. We will tell you about upstream requirements that affect you.

6.3 Emergency calls

Voice services provide calls to 000 at no charge through our upstream carrier. Dial 000 for an emergency.
112 is the mobile emergency number. 106 is a text emergency service requiring TTY or compatible equipment; it is not an ordinary voice call. Do not assume a handset, SIP trunk or softphone supports either number in the same way as 000. Tell us any accessibility or specialised equipment needs before ordering. ACMA emergency-call guidance explains the available methods.
Emergency calling over the internet depends on power and on the end customer's internet connection. You must tell your end customers how emergency calling works on their service, including what happens in a power or internet outage.
We upload end-customer details to the Integrated Public Number Database (IPND) from the information you give us. You must give us accurate service addresses and keep them current.
For softphones, mobile apps and handsets moved to another site, the address an emergency call taker receives is the registered service address, not where the caller is. You must tell your end customers this.
We will give you the information you need to meet your own obligations after an outage, including details of emergency calls that could not be completed.

6.4 Numbers and porting

Numbers are issued and used under the Telecommunications Numbering Plan. The rules decide who holds the rights of use for a number.
A number can only be ported away on a valid authorisation from the person entitled to it. We may check the authorisation before we act.
A completed single-number port is free, in or out. Rejected ports are charged as set out in section 6.9, as are block and complex ports.
When a Service ends, numbers that have not been ported away are released as the rules require.

6.5 Caller ID

A service may only present a calling number that its user holds, or is authorised to use. We block calls that present a number they are not entitled to, as the industry rules on scam calls require.

6.6 Fraud controls and responsibility for traffic

Services start with spend caps, and with international and premium destinations barred. You can ask us to change them for a service.
We alert you to unusual traffic, and we may suspend traffic we reasonably suspect is fraudulent. Where we can, we will contact you first.
Spend caps and outbound call barring must preserve supported emergency calling to 000. Service availability still depends on power, internet access and compatible equipment.
Keep credentials secure and equipment up to date, and report suspected fraud promptly. We investigate disputed or unauthorised usage and each party’s contribution, including any failure of agreed controls, before deciding responsibility. You are not automatically liable for every fraudulent call regardless of cause.

6.7 What is not offered

Voice services must not be used for autodiallers, telemarketing, call-centre or other high-volume outbound calling, or for traffic pumping or artificially inflated traffic.

6.8 Demarcation

Our responsibility ends at our platform and trunks. The end customer's internet connection, router, handsets and own PBX are outside it. Incoming-call diversion can be configured to a nominated mobile or other number, subject to platform availability, destination reachability and the Order’s call charges. It is not automatic protection against every outage and does not restore outbound emergency calling.

6.9 Charges

Seats, channels, numbers, calls and handsets are charged as set out in the Order. Timed calls are billed per second; calls to 13 and 1300 numbers are charged per call. Handsets are sold outright. Single-number ports are free. Block ports, rejected ports, complex-port reschedules, complex port-outs and the government charge for 13 numbers are passed through at cost.

6.10 Unlimited seats

An unlimited seat covers standard business calling by one person: local, national and Australian mobile calls. Calls to 13 and 1300 numbers, international calls and calls into your 13, 1300 and 1800 numbers are charged at the rates in the Order. If a seat's use looks like a shared line, a call centre or a dialler, we will explain the usage concern and discuss a suitable plan. We will not retrospectively reprice calls or change the charging model without agreement. Continued prohibited use is handled proportionately under our Acceptable Use Policy.

6.11 Call recording

Call recording is a feature you and your end customers choose to turn on. You are responsible for using it lawfully, including telling callers they may be recorded where the law requires it.

Questions

Questions about a Service or these schedules can be sent to hello@underlay.au.

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