Schedule 2 — Business Connectivity & Internet

Schedule 2 – Business Connectivity & Internet

(to be read in conjunction with the Master Terms and Conditions)

Applies to: Fixed broadband (e.g., FTTP/FTTC/SoGEA), Dedicated Internet Access / Ethernet (leased lines), and related internet connectivity services (the “Connectivity Services”).

1. Definitions

1.1 Terms defined in the Master Terms shall have the same meaning in this Schedule. If a term is capitalised but not defined here, it has the meaning given in the Master Terms.

1.2 In addition:

“Access Provider” means a third-party network operator or carrier used to deliver the Connectivity Services (e.g., Openreach, CityFibre, Virgin Media, TalkTalk Business).

“Access Technology” means the underlying access method used to deliver the Connectivity Services (e.g., FTTP, FTTC/SoGEA, G.fast, Ethernet DIA, microwave, fibre backhaul).

“ADR Scheme” means the alternative dispute resolution scheme to which technologE belongs, as referenced in technologE’s Complaints Procedure.

“Ancillary Charges” means ad-hoc or usage-contingent charges not forming part of the Core Subscription Price for a Circuit (including, without limitation, engineer time-related charges, abortive/no-fault-found visit charges, reconnection/restoration fees, IP addressing administration fees, missed appointment fees, paper billing/returned direct debit fees, courier fees, and reasonable third-party pass-through charges from Access Providers).

“AUP (Connectivity)” means technologE’s acceptable use policy for Connectivity Services, as updated from time to time.

“Change Order” means a written amendment to an Order Form or Service (including regrades, moves or expedites) agreed by the parties.

“Circuit” means each individual connection or access bearer delivered to a Site.

“CPE” means customer premises equipment (e.g., router, firewall, ONT/NTE) supplied, rented or managed by technologE.

“ECCs” means excess construction charges levied by an Access Provider to build additional network infrastructure required for delivery.

“IP Addressing” means public IPv4/IPv6 addresses assigned to the Customer for use with the Connectivity Services.

“Network Termination Point” (or “Service Demarcation Point”) means the physical hand-off point where the Services are delivered (e.g., ONT, NTU/NTE, or CPE WAN port as specified in the Order Form).

“One Touch Switch” means the Ofcom-mandated fixed switching process for in-scope services.

“Price List” means technologE’s Standard Ancillary Charges Price List referred to in the Master Terms; for clarity, the Price List lists Ancillary Charges only and not Circuit-specific recurring or installation charges, which are set out in the Order Form.

“PSTN/WLR” means the public switched telephone network and Wholesale Line Rental services subject to national withdrawal.

“Service Start Date” means the earlier of (a) the date the Circuit passes acceptance tests at the Network Termination Point; or (b) the date the Circuit is made available for use.

“Site” means the Customer location(s) specified in the Order Form at which the Connectivity Services are delivered.

“SLA” means a service level agreement (if any) expressly identified on the Order Form. If no SLA is identified, no service credits apply and targets are on a reasonable-endeavours basis subject to Access Provider appointment windows.

2. Contract Formation, Ofcom Information & Third-Party Networks

2.1 Each Order Form incorporating this Schedule constitutes a separate contract for the specified Circuit(s).

2.2 The order of precedence is as set out in the Master Terms (Order Form → applicable Schedule/SoW → Master Terms → Price List). The Order Form prevails for the relevant Service.

2.3 Contract Information & Summary (GC C1). Where the Customer qualifies under Ofcom’s rules, technologE will provide the Contract Information and the one-page Contract Summary on a durable medium before the Customer is bound.

2.4 Switching. Where One Touch Switch (or other gaining-provider process) applies, technologE will follow it. Where OTS does not apply to the specific business service, technologE will coordinate migrations using the relevant industry process and good practice. technologE will not levy a fee for number portability itself (if applicable), though optional project services requested by the Customer may be chargeable.

2.5 Third-Party Networks & No Privity. The Customer acknowledges the Services are delivered over networks owned/operated by Access Providers. The Customer has no contractual relationship with any Access Provider in relation to the Services and must not raise orders, faults or claims directly with them unless technologE agrees in writing. technologE remains the Customer’s sole point of contact.

2.6 Connectivity & Internet Services are subject to technologE’s Connectivity Acceptable Use Policy (AUP), which is incorporated into and forms part of this Agreement. The AUP is published with the Price List/Rate Card and may be updated from time to time. The Customer shall ensure that all End Users comply with the AUP at all times. technologE may suspend, restrict or terminate Services in accordance with the Master Terms if the Customer or any End User breaches the AUP.

3. Service Delivery, Survey & Acceptance

3.1 Delivery is subject to survey, wayleaves/landlord consent, permits and network availability; any dates are estimates only.

3.2 ECCs and options. If ECCs or non-standard works are identified by the Access Provider, technologE will notify the Customer. Within the stated acceptance window the Customer may: (a) approve the ECCs; (b) request a scope change or alternative Access Technology (if available); or (c) cancel the affected order without early termination charges (but paying any third-party survey/abort fees already incurred). If no response is received within the window, the order may proceed and ECCs will apply.

3.3 Acceptance & Service Start Date. Acceptance occurs, and the Service Start Date is set, on the earlier of successful service tests or the service being made available for use.

3.4 Customer-initiated cancellation pre-go-live. If the Customer cancels after order acceptance but before go-live for reasons other than clause 3.2, the Customer will pay any supplier cancellation/abort charges technologE incurs and any Ancillary Charges applicable under the Price List.

4. Charges and Billing

4.1 What you pay. Charges comprise: (a) the Circuit-specific recurring and installation charges stated in the Order Form; plus (b) any applicable Ancillary Charges in the Price List; plus (c) any third-party pass-through charges (e.g., ECCs, missed appointment/time-related charges) that technologE is liable to pay to the Access Provider.

4.2 Billing. Fixed Circuit charges are billed in advance; usage/excess and time-related charges are billed in arrears. VAT is payable in addition.

4.3 Indexation & pass-through. Any annual CPI adjustment and/or supplier cost pass-through is applied in accordance with the Master Terms.

4.4 Website publication & updates. technologE may publish and update the Price List (Ancillary Charges only) on its website. Updates do not vary the Core Subscription Price or any bespoke charges stated in the Order Form.

5. Site Responsibilities, Access & Health and Safety

5.1 The Customer shall ensure Site readiness (safe access, power, rack space, environmental conditions, internal cabling to the Network Termination Point, and a secure location for CPE) and provide reasonable access for surveys and engineering appointments.

5.2 Health & Safety / Site rules. The Customer will provide any Site induction or safety information reasonably required. technologE’s and the Access Provider’s personnel will comply with reasonable Site rules and H&S requirements notified in advance; the Customer will provide safe access and a safe working environment.

5.3 No-harm to NTE/in-building infrastructure. The Customer must not move, power-off, tamper with or obstruct the Network Termination Point or in-building cabling provided for the Service. If an outage or engineer revisit is caused by (or a visit is aborted due to) NTE being powered off/moved/obstructed or in-building cabling being altered, (a) SLAs may not apply for the affected period; and (b) reasonable abort/revisit/time-related charges may be applied in accordance with the Price List (together with any Access Provider pass-throughs).

5.4 Where Access Providers impose charges (e.g., missed appointments, aborts, time-related charges) arising from Customer factors, these will be passed through at cost in addition to any applicable Ancillary Charges.

5.5 Temporary/alternative access. technologE may deliver temporary or alternative access (e.g., 4G/5G) where specified in the Order Form; performance and data allowances for such alternatives may differ from the primary Circuit.

5.6 Underlying supplier/technology change. technologE may change the underlying carrier, route or Access Technology where reasonably necessary and with no material adverse effect on Charges or core functionality. If a proposed change would cause material detriment, the Customer may terminate the affected Circuit on written notice within 30 days of notification, without early termination charges (numbers and portability, if applicable, remain unaffected).

5.7 PSTN/legacy copper withdrawal. For services dependent on legacy PSTN/WLR or copper infrastructure, the Customer acknowledges national withdrawal programmes; technologE will propose a reasonable alternative. If the Customer declines a technically equivalent alternative (charges may differ), the affected service may cease without liability for resulting discontinuation, save for charges accrued and any third-party fees.

5.8 Access Provider works & instructions. The Customer shall provide the access, clearances and Site conditions required by the Access Provider and comply with any reasonable instructions they impose (including appointment windows and H&S requirements). If the Access Provider aborts or re-books due to Customer factors, associated charges may be passed through in addition to any Ancillary Charges under the Price List.

6. Managed CPE (if supplied)

6.1 Title to CPE remains with technologE (or its funder) unless expressly sold; risk passes at delivery.

6.2 The Customer must not move, tamper with or install software/firmware on the CPE without technologE’s consent.

6.3 The Customer authorises technologE (and its suppliers) to access the CPE remotely for configuration, monitoring, security patching and support.

6.4 On termination, the Customer will return technologE’s CPE within 14 days in good condition (fair wear and tear excepted) or pay a reasonable non-return/damage charge as set out in the Price List.

7. IP Addressing, DNS & Routing

7.1 IP Addressing is allocated for the term and is non-transferable; no property rights are conveyed. On termination it must be released back to technologE or the registry as directed.

7.2 The Customer must justify and use IP space in line with applicable registry (e.g., RIPE NCC) and supplier policies; administrative fees for allocation or renumbering may apply (see Price List).

7.3 technologE may require renumbering (on reasonable notice) if network design, security, supplier or registry policy demands it; technologE will provide reasonable migration assistance.

7.4 Reverse DNS, BGP and static IP(s) are available where stated in the Order Form and subject to policy compliance.

8. Service Changes: Upgrades, Downgrades, Moves & Expedites

8.1 Regrades. Bandwidth upgrades are subject to availability; charges may apply and may start a new Minimum Term per Circuit by agreement on the Order Form or a Change Order. Downgrades may be restricted during the Minimum Term or may require a term reset; any supplier fees will be passed through.

8.2 Moves/Relocations. A Site move is treated as a cease-and-reprovide unless technologE confirms a true “move” option is available from the Access Provider; early termination logic may apply to the old Circuit and a new installation/term will apply to the new Circuit.

8.3 Expedites/Out-of-Hours. If the Customer requests expedited delivery or out-of-hours works, technologE will quote applicable supplier expedite/OOH charges for approval.

9. Acceptable Use, Security & Network Management

9.1 The Customer must use the Connectivity Services lawfully and in accordance with the AUP (Connectivity) and reasonable instructions of technologE.

9.2 Traffic management & DDoS mitigation. technologE may apply reasonable traffic management, security controls and DDoS mitigation (including temporary null-routing/black-holing) to protect the network and customers. While mitigation or an emergency action is active, SLAs and credits do not apply for the affected period.

9.3 The Customer remains responsible for the security of its LAN, devices and data, unless managed services are expressly included.

9.4 Access Provider policies. The Customer must comply with any reasonable technical/usage policies of the relevant Access Provider which technologE notifies or publishes from time to time.

9.5 Emergency actions (upstream). An Access Provider may, acting reasonably, take emergency actions (including temporary blocking, rate-limiting or isolation of an affected segment) to protect its network or other users. While such emergency actions are in place, SLAs and credits do not apply for the affected period.

9.6 AUP updates. technologE may update the AUP (Connectivity) by posting changes on its website. Changes take effect 30 days after posting; if a change is materially detrimental, the Customer may exercise any termination right available under Applicable Ofcom rules or this Agreement.

10. Faults, SLAs & Planned Works

10.1 Faults must be reported via the support channels notified by technologE; technologE will liaise with the Access Provider as needed.

10.2 No SLA by default. Unless an SLA is expressly identified on the Order Form, there are no contractual service levels or credits. technologE will use reasonable endeavours to restore service, and timings may depend on Access Provider appointment windows and Site access.

10.3 technologE will give reasonable notice of planned engineering works; emergency works may proceed without prior notice.

10.4 Access Provider appointments. Fault response and restore times may depend on Access Provider appointment windows and access to the Site/NTE; missed/aborted appointments due to Customer factors may incur charges per the Price List and pass-throughs.

10.5 Planned maintenance (upstream). technologE will give reasonable notice of planned maintenance notified by an Access Provider where practicable; emergency works may proceed without prior notice.

11. Term, Renewal & Termination

11.1 Each Circuit has its own Minimum Term as stated on the Order Form; at expiry, any renewal/roll-on follows the Master Terms.

11.2 Early termination by the Customer during a Minimum Term triggers the early termination logic in the Master Terms and any Circuit-specific Termination Charges on the Order Form, plus any supplier cease/cancellation fees and outstanding CPE charges (if any).

11.3 Where Ofcom grants eligible Customers a right to exit following a materially detrimental change or speed-related right-to-exit (if applicable to the product), those rights prevail.

11.4 Consequences of termination (return of CPE, final charges, etc.) follow the Master Terms.

12. Regulatory, Complaints & ADR

12.1 technologE shall comply with Ofcom’s General Conditions applicable to these Services, including contract transparency (GC C1), switching (GC C7) and any end-of-contract/best-tariff notifications for eligible Customers.

12.2 If a complaint remains unresolved, the Customer may escalate under technologE’s Complaints Procedure and (where eligible) refer to the ADR Scheme after the applicable waiting period. If Ofcom changes the waiting period or ADR rules, those changes will take precedence and technologE will align its process accordingly.

12.3 If Ofcom rules grant Customers additional rights, those rights prevail over this Schedule.

12.4 Data sharing with Access Providers. The Customer authorises technologE to share Customer data reasonably required with the relevant Access Provider(s) for provisioning, support, network protection, compliance and regulatory purposes.

13. Liability, Suspension & General

13.1 Liability limits/exclusions, suspension rights, force majeure, confidentiality, assignment and governing law are governed by the Master Terms; this Schedule does not add to or vary those provisions.

13.2 Nothing in this Schedule affects the order of precedence in the Master Terms.

Informative note on ECCs and lead times (non-contractual). ECCs (e.g., for fibre build) follow the Access Provider’s rules (including exemption thresholds) and can materially extend lead times; firm costs/timescales are typically confirmed after survey milestones.