THE URBAN NETWORK GROUP PTY LTD · ABN 53 687 320 234

Fair Use Policy

Original policy dates retained from the earlier website. Where an email address was obscured in the source, please call 0402 338 763 for the appropriate contact.

The Urban Network Group Pty Ltd · Last updated: 29 April 2026

This Fair Use Policy ("Policy") forms part of your service agreement with The Urban Network Group Pty Ltd ("TUN", "we", "us"). It applies to all managed service clients on a Foundation, Shield, or Command plan and governs the reasonable use of included support entitlements, complimentary call time, and other plan inclusions. The intent is to ensure every client receives a fair, consistent, and high-quality experience.

1. Purpose

TUN's managed service plans include various support entitlements — complimentary initial call time, bundled monthly support hours, included onsite visits, and response SLA commitments. This Policy defines what constitutes reasonable use of those entitlements and sets out TUN's rights where use falls outside reasonable bounds.

2. Free 10-minute support call

All plans include a complimentary first 10 minutes on each support call, applied per separate call event. This is intended to cover straightforward, single-issue queries such as a password reset, a software error, a connectivity question, or a brief how-to enquiry. The following conditions apply:

• The 10-minute complimentary period applies once per call, not per issue raised within a single call
• If a call is reasonably expected to exceed 10 minutes, TUN will advise the client before proceeding and agree on whether to continue at the applicable hourly rate
• Multiple calls placed on the same day for the same underlying issue may be treated as a single incident for billing purposes at TUN's discretion
• The complimentary period does not carry over or accumulate if unused
• TUN reserves the right to suspend the complimentary period where a client's average call volume exceeds a reasonable threshold — defined as more than 10 calls per month for Foundation, 15 for Shield, and 20 for Command. TUN will provide written notice before any suspension takes effect
• The free 10-minute entitlement applies to remote support only. Onsite support is subject to the minimum charge schedule in Section 4

3. Included monthly support hours

Shield (2 hrs/mo) and Command (5 hrs/mo) plans include a monthly block of support hours. These are subject to the following conditions:

• Included hours cover remote and onsite support for issues within scope of the client's plan
• Hours do not roll over to the following month and are forfeited if unused
• Included hours may not be used for project work, new deployments, or tasks outside standard managed service operations — these are quoted and billed separately
• Where a single incident is likely to exhaust included hours, TUN will notify the client before continuing beyond the included entitlement
• Included hours are consumed in minimum 15-minute increments for remote support
• For onsite support, included hours are consumed subject to the 1-hour minimum per visit described in Section 4
• After-hours support (outside Mon–Fri 8am–6pm AEST) is not covered by included hours and is billed at the applicable after-hours rate unless a separate after-hours agreement is in place

4. Onsite support — minimum charges

A minimum charge of 1 hour applies to all onsite support visits, regardless of the time actually spent on site. This applies across all tiers. For plans with included waived visits, the first hour and travel are waived for those included visits — additional time beyond the first hour is billed at the applicable rate.

The table below shows the minimum cost per onsite visit by tier. All amounts shown include GST.

All onsite travel rates are for metro areas (Sydney, Brisbane, Melbourne CBD and inner suburbs). Regional and interstate travel is quoted separately prior to visit confirmation.

5. Included onsite visits — conditions

• "Metro" refers to Sydney, Brisbane, or Melbourne CBD and inner-suburban areas as defined by TUN at time of service
• Waived visits must be used within the calendar month — unused visits do not carry over
• Each visit is defined as a single site attendance for a single primary purpose. Multiple sites in one attendance may be treated as separate visit entitlements at TUN's discretion
• Visits requested outside business hours (Mon–Fri 8am–6pm AEST) are subject to after-hours rates regardless of plan inclusions

6. Response SLA entitlements

Guaranteed response SLAs (4-hr for Shield, 2-hr for Command) apply to incidents logged during business hours (Mon–Fri 8am–6pm AEST) via TUN's standard support channels. The SLA clock starts from the time of first contact by the client. The following conditions apply:

• SLA commitments apply to P1 (critical — service down) and P2 (high — significant degradation) incidents. Lower-priority requests are addressed on a best-effort same-business-day basis
• SLAs are suspended where TUN requires information or access from the client that has not been provided
• SLAs do not apply to incidents caused by third-party outages, ISP failures, or factors outside TUN's reasonable control
• Foundation clients receive same-day best-effort response — this is not a contractual guarantee

7. Plan band limits and overage

Each plan includes a defined band of staff and devices. Where usage exceeds the band, overage charges apply automatically at the published rates. TUN will notify the client when usage consistently exceeds the band. Clients are responsible for notifying TUN of staff or device count changes that affect plan band eligibility.

8. Acceptable use

Managed service entitlements are provided for standard business IT operations. They may not be used to support infrastructure not disclosed to TUN at onboarding, workloads outside the agreed scope, third-party clients, or any activities that are unlawful or violate TUN's Terms of Service.

9. Misuse and remediation

Where TUN reasonably determines that plan entitlements are being used contrary to this Policy, TUN will issue written notice identifying the concern and allow a 14-day remedy period. If unresolved, TUN may apply additional charges at the applicable rate, adjust the client's plan to better reflect actual usage, or — in cases of persistent or deliberate misuse — terminate the service agreement with 30 days written notice.

10. Policy updates

TUN may update this Policy from time to time. Changes will be communicated via email to the primary account contact at least 14 days before taking effect. Continued use of the service after that date constitutes acceptance of the updated Policy.

11. Contact

Questions about this Policy can be directed to [email address obscured in the retrieved source] or +61 (0) 402 338 763.