You must use the Priority Service on the Telstra.LANES APN, unless otherwise provided under our agreement with you. Your Priority Service may not operate correctly if you use another APN

You should not use a device that is not an Approved Device, or alter an Approved Device after we have supplied it or certified it (as applicable). If you use any device other than an Approved Device or if you alter an Approved Device (including changing the configuration, operating system or firmware), we provide no guarantee that the device will be compatible with the Priority Service and we are unable to provide support for any such device. (Non-Approved Device)

We may provide you with general guidelines for Non Approved Devices, however that is still no guarantee that the device will be compatible with the Priority Service.

If you use a Non-Approved Device with the Priority Service and it interferes with the Priority Service in any way, we may immediately disconnect that Non-Approved Device from the Priority Service. We will notify you within a reasonable time if we have disconnected your Non-Approved Device from the Priority Service.

11. Standard Devices, as set out in our agreement with you and purchased from us, are certified to operate on our network and for use with the Priority Service. The Standard Devices for use with the Priority Service must have the configuration, operating system and firmware version set out in our agreement with you, or as otherwise notified to you in writing.

12. Devices of the same brand and model as Standard Devices but which are sourced from suppliers other than us are not certified to operate on our networks or for use with the Priority Service, unless otherwise provided for in our agreement with you.

Non-Standard Device Certification

13. If you wish to use your own device, you can apply to us for the device to be certified for use with the Priority Service. We will charge you a fee for certification of your device with the Priority Service as set out in our agreement with you. However, we do not guarantee that any device will be certified as compatible, and this fee will not be refundable if we do not certify your device as compatible with the Priority Service.

14. If a device is certified as compatible with the Priority Service, it is certified based on the circumstances, including software on the device when tested and our Public LTE Mobile Network configurations at the time of certification. If any circumstances change which impact the ability of the device to be compatible with the Priority Service, the device will no longer be certified and is no longer a Non Standard Device. If you wish to have the device certified again, we will advise you of the fee payable. However, we do not guarantee that any device will be certified as compatible, and this fee will not be refundable if we do not certify your device as compatible with the Priority Service.

15. We will notify you promptly of our decision whether or not to certify your device.

TELSTRA LANES® PRIORITY DATA PLANS & TELSTRA LANES® VOICE PLANS

16. A Telstra LANES® Priority Data Plan allows you to use an Approved Device in connection with the Priority Service to access data over the Telstra Mobile Network (LANES Data Plan).

17. There are two LANES Data Plans available:

    1. Telstra LANES® Enterprise Priority Data Plans (LANES EnP Plans); and

    2. Telstra LANES® Emergency Priority Data Plans (LANES EmP Plans);

depending on the Eligible Customer.

18. LANES Data Plans have a 24 month term, which becomes month to month at the end of that term (Plan Term).

19. LANES Data Plans do not include any voice allowance. You can add a LANES Voice Plan to an Priority Service. The charges for the LANES Voice Plan are in addition to the charges for the LANES Data Plan.

20. All Priority Services on the same account must be on the same LANES Data Plan.

21. LANES Data Plans and LANES Voice Plans can only be used with a Priority Service and must be on a separate account to any other Mobile Services.

Lanes Data Plans

22. Details of the LANES Data Plans available to you, including charges, are set out in our agreement with you.

Lanes Voice Plans

23. A Telstra LANES® Voice Plan is a voice plan add on to your LANES Data Plan with a monthly allowance to use toward certain calls and messages as set out below (LANES Voice Plan).

24. You can connect a Priority Service on a LANES Data Plan to a LANES Voice Plan.

25. The charges for the LANES Voice Plan are as set out in our agreement with you.

26. LANES Voice Plans include a monthly allowance to use towards the following calls and messages on our Telstra Mobile Network in Australia:

    1. most types of national direct dial voice calls;

    2. calls and SMS to most satellite phones;

    3. standard national SMS and MMS messages sent to mobile numbers on an Australian network within Australia;

    4. MessageBank® Standard diversion and retrieval calls in Australia;

    5. voice calls to 1800, 13, 1300, 11xx, 12xx numbers (excluding calls to Sensis® 1234, 12455 and 12456);

    6. video calls in Australia;

    7. diversion of calls to fixed numbers in Australia with an 02, 03, 07 or 08 area code and mobile numbers in Australia commencing with 04xx but excluding diversion to any other number; and

    8. any other call types that we nominate from time to time.

27. The included call allowances provided with your LANES Voice Plans cannot be shared.

28. Any unused call allowances expire at the end of each billing month.

29. Eligible Usage cannot be used for other call types including information calls, Call Answers, Memo and Phone Page, third party content calls, international calls and messages, international roaming calls and messages, premium SMS and MMS, reverse charges calls, calls to Sensis® 1234, 12455, 12456 and calls to 19xx, calls to Pivotel mobiles and any other calls or messages as determined by us.

30. Other than the MessageBank® Standard diversion and retrieval calls in Australia included in the Eligible Usage, all other MessageBank® Standard charges continue to apply and are set out in Part F – Managing Calls of the Telstra Mobile section of Our Customer Terms.

31. LANES Voice Plans do not include international roaming. If you travel overseas, you will be charged international roaming service charges. However, if you are in an Eligible Country for a $30 International Roaming Day Pass, Day Pass charges apply. Terms and charges relating to the international roaming service and the $30 International Roaming Day Pass are as set out in Part I - Heading Overseas (International Roaming) of the Telstra Mobiles section of Our Customer Terms.

32. International roaming is activated on all Telstra LANES® SIMs for the Priority Services (provided your service does not include dedicated Customer spectrum) issued on and from 1 September 2017. If you have a Telstra LANES® SIM issued before this date, contact the Telstra LANES® help desk for a new Telstra LANES® SIM with international roaming activated.

33. If you want to de-activate international roaming on your service, contact the Telstra LANES® help desk.

34. You may receive Alerts (being SMS notifications relating to international roaming pricing and international data usage). Where these Alerts relate to usage in an Eligible Country, the Fees and Charges applicable to the Day Pass will apply. You may opt out of receiving these Alerts unless otherwise prohibited by law or Our Customer Terms

TELSTRA LANES® SIM OR SIM Chip

35. In order to access the Priority Service, you must use a Telstra LANES® SIM or SIM Chip in an Approved Device. You cannot use any other type of SIM or SIM Chip to access the Priority Service.

36. The Charges relating to the Telstra LANES® SIMS and SIM Chips are as set out in our agreement with you.

37. Telstra LANES® SIMs and SIM Chips can only be used in connection with the Priority Service and not for other telecommunication services.

38. Telstra LANES® SIMs and SIM Chips delivered to you will be unlocked without a PIN code. You must ensure that you implement appropriate procedures to prevent unauthorised use of SIMs and SIM Chips, including locking them. You are responsible for charges incurred as a result of any usage of the Priority Service.

39. You must not resell Telstra LANES® SIMs or SIM Chips that are supplied to you by us.

40. We will activate the Telstra LANES® SIMs and SIM Chips for each Approved Device when the Telstra LANES® SIM or SIM Chip is dispatched to you.

41. If the Approved Device requires a SIM Chip to be soldered in situ, then the SIM Chip may need to be sent to us or the manufacturer of the Approved Device for this to be done. We will confirm the details of any additional costs for this with you in advance.

MANAGED SERVICE

42. As part of the Priority Service, we will provide you with the Managed Service. Charges for the Managed Service are as set out in our agreement with you.

43. The Managed Service that we provide in connection with the Priority Service consists of:

    1. reporting and inventory management of Standard Devices made available by way of the Telstra LANES® Portal; and

    2. the provision of 24/7 Telstra LANES® help desk.

Access to Telstra LANES® Portal

44. The Telstra LANES® Portal can be accessed via https://lanes.telstra.com

45. The Telstra LANES® Portal provides access to:

    1. The Telstra LANES® dashboard, including reports on Service Level Assurances (as set out in our agreement with you) and other reports we make available from time to time;

    2. LTE network coverage maps;

    3. a service management platform to raise requests for Approved Device information, reporting requests and number porting;

    4. a view of current, scheduled and completed outages and maintenance work on Telstra’s Public LTE Network; and

    5. Telstra LANES® contact details.

46. We will provide you with access to the Telstra LANES® Portal by creating a user ID for each Authorised User and Trusted Customer Officer.

47. Only an Authorised User and Trusted Customer Officer may access the Telstra LANES® Portal and such access must be for a purpose that is relevant to your Priority Service.

48. Unless otherwise approved by us in writing, you must not and must ensure that the Authorised Users and Trusted Customer Officer do not make public any information derived from the Telstra LANES® Portal unless you are required to do so by law.

49. You acknowledge and agree that the Telstra LANES® Portal may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, either by us or by our suppliers, or because of other causes beyond our reasonable control.

Telstra LANES® help Desk

50. We will provide a Telstra LANES® help desk support 24 hours, 7 days a week to assist with:

    1. faults with the Priority Service;

    2. adds, moves and changes; and

    3. faulty Standard Devices purchased from Telstra.

51. The Telstra LANES® help desk is also available to assist with any Network Faults (as defined in our agreement with you).

52. Only your Trusted Customer Officer can request changes to the Priority Service.

53. We carry out adds, moves and changes during Business Hours (as defined in our agreement with you). If you ask us to perform any adds, moves or changes outside Business Hours, additional charges may apply. We will tell you what the charges are when you ask us to carry out the work.

54. You must undertake initial fault diagnostics before reporting faults to the Telstra LANES® help desk.

55. If you are unable to resolve a fault, your Authorised User or Trusted Customer Officer may contact the Telstra LANES® help desk on lanes@telstra.com.au or 1800 874 956. Calls from overseas can be made to this number by inserting the international number prefix +61 1800 874 956. Charges apply when calling from overseas.

56. Your Authorised User and Trusted Customer Officer should be prepared to answer the following questions:

    1. What is the device and device number impacted?

    2. Is it an Approved Device impacted?

    3. Is there a problem accessing the Telstra LANES® Portal?

    4. Has the Priority Service worked before (ie is this a newly commissioned service)?

    5. How many users are impacted?

    6. When did the problem arise?

    7. What error code is the user getting with the Priority Service?

    8. Where is the user when the issue is arising?

    9. Is the user experiencing data/speed issues?

    10. Is it just voice calls impacted or just data impacted?

    11. Are these services working on other devices in the same location?

    12. What is the magnitude of the fault – eg is it life threatening?

57. The Telstra LANES® help desk will perform an analysis of your problem. It may take a number of business days to identify the type of fault as the fault report will go through a number of levels of review.

SERVICE LIMITATIONS

58. Public LTE Mobile Network access is only available in areas where there is access to our Public LTE Mobile Network and the relevant Approved Device is able to connect to that network. For the avoidance of doubt, for the Priority Service this only includes 4G/LTE coverage (not 2G, 3G or satellite communications).

59. The Priority Service does not provide preferential treatment for voice services on our Public LTE Mobile Network.

60. Your ability to access our Public LTE Mobile Network depends on, amongst other things, coverage availability, local conditions, capability of Approved Devices and distance from the base station.

61. The Priority Service cannot be used to roam onto any other domestic or international mobile network, other than as provided in these terms.

TERMS OF USE

62. From time-to-time we will need to get in contact with you regarding your Priority Service, so it’s important that you keep your organisation’s details up-to-date. To use the Priority Service, you also need to ensure that your Authorised Users and Trusted Customer Officers contact details are correct and kept up-to-date. We may charge you an additional fee for any delay or additional work we are required to perform because you have not provided us with the reasonable assistance we require, or if you provided us with inaccurate or incomplete information.

63. You are solely responsible for the use (or attempted use) of your Priority Service, and any inference drawn from your use (or attempted use) of your Priority Service, by you and/or any third party whether authorised or not.

64. You must comply with our reasonable and lawful instructions regarding your use of the Priority Service.

65. You must keep your passwords and other identification codes for your Priority Service secure.

66. You:

    1. must maintain any reasonable and appropriate administrative, physical, and technical security regarding your account ID, password, antivirus and firewall protections, and connectivity with the Priority Service;

    2. must implement the necessary controls to ensure that you do not use the Priority Service for any of the following:

       1. to store, process, or transmit material that is tortious or in violation of any applicable laws;

       2. to transmit malicious code;

       3. to interfere with, unreasonably burden, or disrupt the integrity or performance of hardware, software, the Priority Service or third-party data contained therein;

       4. to attempt to gain unauthorised access to systems or networks; or

       5. to provide the Priority Service to non-user third parties, including, by resale, license, loan or lease;

    3. must use commercially reasonable efforts to prevent or block any use prohibited under these term by your personnel or users; and

    4. warrant that you will not use, permit or facilitate the use of the Priority Service:

       1. to transmit Inappropriate Content. “Inappropriate Content” means any content which:

          1. contains or introduces “viruses”, “worms”, “Trojan Horses”, “e-mail bombs”, “cancel bots” or other similar computer programming routines;

          2. is in any way unlawful; or

          3. infringes the intellectual property or privacy or other rights of any person,

       2. without Telstra’s express approval, in relation to the business or affairs of any person other than you;

       3. to infringe the intellectual property rights of any person;

       4. to breach any law, standards, content requirements or applicable codes of conduct;

       5. to publish or disseminate any material that is illegal, defamatory, pornographic, depicts acts of violence, sexual acts or which may perpetuate hatred against any person or group or have the likely effect of causing offence or harm;

       6. to menace or harass any person;

       7. to publish or disseminate any material that contains any instructions which if implemented might cause damage or injury to any person or property; or

       8. in a manner which will expose Telstra to the risk of any claim, legal or administrative action.

67. You must not alter, modify, revise or adapt the Priority Service, in part or in whole, create any derivative works from the Priority Service or any portion thereof or reverse engineer the Priority Service or any data or software contained therein. You must not use the Priority Service to construct products or services that may compete with the Priority Service.

68. You must not, and must ensure that your employees, contractors and agents do not, attempt to gain unauthorised access to the Priority Service, the Telstra LANES® Portal, accounts, computer systems or networks connected to the Priority Service, including through hacking, password mining or by any other means.

AUTHORISED USERS AND TRUSTRED CUSTOMER OFFICERS

69. You must provide us with a list of all of your Authorised Users and Trusted Customer Officers, who you agree will have access to all information in connection with your Priority Service. You must advise us immediately of any changes to that list of Authorised Users and Trusted Customer Officers.

70. Authorised Users and Trusted Customer Officers are people you advise us are authorised to act for you as described in this section.

71. Only Authorised Users and Trusted Customer Officers can access the Telstra LANES® Portal or contact the Telstra LANES® help desk. If an Authorised User or Trusted Customer Service requires support when they call the Telstra LANES® help desk their name will be checked against your Authorised User list and Trusted Customer Service list and they will have to provide the relevant administrator level password.

72. Only a Trusted Customer Officer can make adds, moves and changes to your Priority Service or deal with a fault which is classified by us as a Network Fault.

73. Authorised Users and Trusted Customer Officers must follow the fault process set out above.

74. We and our third party provider will not be liable for any security breach or fraudulent activity that may arise if you do not follow the processes set out here for Authorised Users and Trusted Customer Officers.

Ownership

75. You understand that we (or our licensors) own all rights (including intellectual property rights) in or related to the Priority Service.

76. You must not take any action that jeopardises our (or our licensors’) rights in or related to the Priority Service.

77. We (or our licensors) will own all rights in any copy, translation, modification, adaptation or derivation of the Priority Service, including any improvement or development of the Priority Service.

78. You must promptly do anything that we reasonably ask from time to time (such as obtaining consents and signing documents) to assign these rights to us or our licensors or perfect these rights in our (or our licensors’) name.

79. You are not entitled to receive a copy of or own any part of the solution design of your Priority Service and/or the source code of any software associated with your Priority Service.

80. Except with our prior written agreement in each instance, you must not and must ensure that your contractors do not use our trade marks or branding elements or otherwise expressly or by implication represent that we approve of, endorse, sponsor or are affiliated with you or the Priority Service or any other of your products or services.

81. We aim to meet the Service Levels for your Priority Service as set out in our agreement with you. You acknowledge that Telstra's Service Levels are targets only and Telstra will not be responsible for failing to meet them.