Contents

Orega Business Connectivity – Service Description and SLA (2026)

Orega Acceptable Use Policy – Connectivity Services (2026)

Orega Business Connectivity – Service Description and SLA (2026)

As at 1 November 2026

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1. Orega Business Connectivity

Orega Business Connectivity provides secure, resilient business internet over wired Ethernet and managed Wi-Fi.

Each customer is placed on its own private company network (VLAN), keeping its traffic logically separated from other occupiers while using Orega’s enterprise network infrastructure.

The standard service includes:

• Orega-managed firewall
• Private customer VLAN
• Orega-managed switching and office Ethernet ports
• Managed Wi-Fi
• Shared business-grade internet
• Network monitoring and support
• Resilient centre connectivity

Included bandwidth

Standard bandwidth is shared across the centre. The speeds above are maximum available speeds, not guaranteed minimum throughput.

Dedicated Bandwidth

Customers requiring reserved capacity can add Dedicated Bandwidth at:

• 50 Mbps
• 100 Mbps
• 250 Mbps
• 500 Mbps
• 1 Gbps, subject to capacity and technical approval

Dedicated capacity is reserved exclusively for the customer’s VLAN and isolated from the shared bandwidth pool.

It is delivered using Orega’s centre connectivity infrastructure and does not normally require a separate carrier circuit.

Current charges are set out in the Orega Services Fee Schedule.

2. Connectivity Models and Service Boundaries

Orega supports three connectivity models.

Standard – Orega Business Connectivity

The recommended model for most customers.

Orega manages:

• Internet connectivity
• Firewall
• VLAN
• DHCP
• Switching
• Office Ethernet ports
• Managed Wi-Fi
• Network monitoring

Customer manages:

• End-user devices
• Applications and data
• Endpoint security
• User access
• Customer VPN software and other customer applications

Service boundary: the configured Ethernet port or Orega Wi-Fi connection used by the customer device.

Customer Firewall – Advanced Network Option

For customers requiring direct control of their firewall, routing and security policies.

Dedicated Bandwidth is required.

Orega manages:

• Dedicated internet connectivity
• WAN presentation to the customer firewall
• Public IP addressing where agreed
• Orega core network
• Orega switching
• Office Ethernet ports
• Orega-managed Wi-Fi
• Agreed comms-room patching

Customer manages:

• Firewall/router
• Security policies
• Routing
• VPNs
• Filtering and logging
• DHCP where agreed
• Firewall firmware, licensing and maintenance
• End-user devices and applications

Service boundary: the agreed WAN handoff to the customer firewall.

Where Orega switching or Wi-Fi is used downstream of the firewall, Orega remains responsible for that access infrastructure, while the customer remains responsible for its firewall, routing and security policies.

Wires Only – Regulated Customer Exception

Available only by exception for regulated customers where an agreed regulatory, contractual, security or technical requirement cannot reasonably be met through the Standard or Customer Firewall models.

Dedicated Bandwidth is required.

Orega manages:

• Dedicated internet connectivity
• Public IP addressing where agreed
• WAN handoff
• Orega core connectivity to the agreed demarcation point
• Agreed comms-room patching

Customer manages:

• Firewall/router
• Network switches
• DHCP
• VLANs and addressing
• Routing
• Security policies and VPNs
• Internal monitoring and fault diagnosis
• End-user network support
• Customer equipment, applications and data

Service boundary: the agreed Dedicated WAN handoff. Everything downstream is the customer’s responsibility unless expressly agreed otherwise.

Customer-operated Wi-Fi requires separate technical approval.

Responsibility summary

Any non-standard demarcation will be agreed before installation.

Customers must not install routers, switches, wireless access points or other active network equipment without Orega approval.

3. Wi-Fi

Orega provides centrally managed Wi-Fi throughout designated areas.

Users connect securely to their company’s private VLAN rather than to a shared customer network.

Authentication

The authentication method depends on the network platform installed at the centre.

Users will either:

• Authenticate using an individual username and password; or
• Use a secure company-specific pre-shared key (PSK).

Both methods place the user onto the appropriate private customer VLAN.

The applicable method will be confirmed during onboarding.

Performance

Orega manages the wireless environment to provide reliable coverage and capacity.

Wireless throughput cannot be guaranteed because performance can be affected by device capability, location, building construction and radio interference.

For fixed equipment or business-critical use where the most predictable performance is required, wired Ethernet should be used where available.

Guest Wi-Fi

Guest Wi-Fi provides segregated internet-only access for visitors and does not provide access to customer private networks.

4. Advanced and Regulated Customer Requirements

Subject to technical approval, Orega can also provide:

• Public IPv4 addresses
• Rack space
• Additional cabling and patching
• Network configuration changes
• Customer Firewall installations
• Wires Only configurations

Current rates are set out in the Orega Services Fee Schedule.

Regulated and security-conscious customers requiring further technical assurance should refer to the:

Orega Regulated Connectivity White Paper – Enterprise Connectivity and Security for Regulated and Security-Conscious Businesses

The White Paper provides further detail on network segregation, security boundaries, managed Wi-Fi, Customer Firewall and Wires Only configurations.

5. Service Level Agreement

5.1 Availability

Orega targets 99.9% availability for Ethernet-based Connectivity Services, measured to the applicable Orega-managed service boundary.

Where availability falls below 99.9% in a calendar month, eligible customers may receive a credit equal to 10% of the monthly charge for the affected Connectivity Service for each full 0.1% below target, up to a maximum of 100% of that monthly charge.

Service-credit calculations exclude one-time setup, public IP, rack-space, cabling, installation and other ancillary charges.

5.2 Monitoring

Orega monitors core connectivity and Ethernet infrastructure 24/7, including:

• Circuit and network-device availability
• Bandwidth utilisation
• Network alerts
• Service degradation
• Capacity

Relevant incident information may be provided following a material service-affecting event.

5.3 Fault Reporting

Connectivity issues should initially be reported to the local Orega Centre Team.

5.4 Incident Targets

Targets may depend on fault type, third-party dependencies, site access and technical complexity.

5.5 Planned Maintenance

Where reasonably practicable, Orega will give at least 5 business days’ notice of planned maintenance expected to materially affect connectivity.

Emergency maintenance may be undertaken at shorter notice where required to protect service availability, security or network integrity.

5.6 Changes

Standard configuration changes will normally be completed within 3 working days, subject to complexity and availability.

At least 7 days’ notice is recommended where scheduled engineering or on-site work is required.

These targets do not apply to Customer Firewall or Wires Only installations, new cabling, major redesigns, customer equipment installation, 1 Gbps services or changes requiring carrier or landlord involvement.

5.7 Exclusions

Service credits do not apply where disruption results from:

• Notified planned maintenance
• Customer equipment, configuration, cabling, applications or devices
• Unauthorised network equipment
• Power failure within customer-controlled space or equipment
• Customer acts or omissions
• Infrastructure outside Orega’s managed service boundary where Orega has no contractual control or reasonable ability to remedy the failure
• Force majeure
• Suspension required to protect network security, safety or integrity
• Breach of the Orega Acceptable Use Policy

Failure of an Orega-contracted carrier circuit is not automatically excluded solely because the circuit is provided by a third party.

Orega Acceptable Use Policy – Connectivity Services (2026)

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1. General Use

Orega Connectivity Services must be used for lawful and legitimate business purposes.

Users must use authorised devices and access methods, protect their credentials and take reasonable steps to secure their systems.

2. Prohibited Activity

Users must not:

• Conduct illegal, fraudulent or malicious activity
• Distribute malware
• Attempt unauthorised access
• Bypass Orega security controls
• Undertake denial-of-service attacks or unauthorised penetration testing
• Install unauthorised active network equipment
• Create network loops
• Circumvent bandwidth controls
• Operate services that create an unreasonable security, capacity or operational risk
• Use the service in a way that materially degrades performance for other customers

3. Shared Bandwidth

Shared connectivity is intended for fair and proportionate business use.

Where sustained or abnormal activity materially affects the shared service, Orega may investigate, apply reasonable controls, require a configuration change or require Dedicated Bandwidth where the customer’s usage makes the shared service inappropriate.

4. Customer Network Equipment

Routers, switches, firewalls, wireless access points or other active network equipment may only be installed with Orega approval.

Orega may require unauthorised equipment to be disconnected and may recover reasonable investigation, remediation or reinstatement costs.

5. Customer Wi-Fi

Customer-operated Wi-Fi requires specific approval.

Where approved, Orega may impose requirements relating to:

• Access-point location
• Power levels
• Channels and frequencies
• In-suite use
• Coordination with the Orega wireless environment
• Reinstatement at the end of occupation

6. Security and Monitoring

Customers remain responsible for their devices, applications, accounts and data.

Orega may monitor network availability, utilisation and technical information for service management, security, fault diagnosis, misuse investigation and legal or regulatory compliance.

Orega does not routinely inspect customer content.

7. Customer-Managed Infrastructure

Customers using Customer Firewall, Wires Only or other approved customer-managed infrastructure are responsible for its security, configuration, maintenance, licensing, monitoring and compliance.

Equipment must remain within the agreed technical scope and demarcation.

8. Breach

Where use of the service creates a material legal, security or operational risk, Orega may take proportionate action, including restricting traffic, isolating equipment or suspending connectivity.

Urgent action may be taken without prior notice where necessary to protect the network.

Reasonable costs arising from misuse or unauthorised works may be recovered from the customer.

9. Updates

Orega may update this policy to reflect changes in technology, service design, security, law or operational requirements.

The current version will be published on Orega’s website.

Further technical information

See the Orega Regulated Connectivity White Paper for additional detail on network architecture, security boundaries and advanced connectivity models.

Secure by default. Flexible where required. Controlled where necessary.