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Orega Connectivity Services – Service Description and SLA (2025)

Orega Acceptable Use Policy – Connectivity Services (2025)

Orega Connectivity Services – Service Description and SLA (2025)

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Connectivity Services - Summary

At Orega, we provide high-quality internet and Wi-Fi to support your business operations.

• Wired Internet: You’ll have a fast, reliable connection delivered directly to your office. We offer both shared and dedicated options to suit different needs.
• Wi-Fi: Secure Wi-Fi is available throughout the building. When your team logs in, they’ll automatically connect to your company’s private network — not a shared public one.
• Guest Wi-Fi: Visitors can use a separate guest network with internet-only access to keep your systems secure.
• Security: A standard firewall is in place to block unwanted access from the outside. If your business needs more advanced controls, you’re welcome to use your own firewall setup.
• Support & Reliability: We monitor the network 24/7 and aim for 99.9% uptime. If issues arise, our team is on hand to help quickly — and you’ll receive service credits if we fall short.

1. Service Overview

Orega provides professional-grade Connectivity Services to support clients’ internet access needs. This includes both wired Ethernet internet services and wireless (Wi-Fi) connectivity throughout designated coverage areas. The service is designed to support business-critical functions such as cloud applications, video conferencing, VoIP, and secure data access.

2. Internet Service

Orega delivers high-performance internet access via Ethernet to managed switch ports in each office suite. Clients can select between shared or dedicated bandwidth options as defined in their agreement.

Key features include:

• Dedicated Bandwidth: Fixed speed (e.g. 20 Mbps, 50 Mbps, 100 Mbps) not shared with other clients.
• Shared Bandwidth: Access to a pooled bandwidth shared across multiple clients.
• Static or Public IPs: Provided as required.
• Scalable Capacity: Bandwidth upgrades available on request.
• Secure VLAN isolation and 24/7 monitored connectivity.

3. Wi-Fi Service

Wi-Fi is provided across designated areas using centrally managed access points. Users connect with credentials provided during onboarding.

• Coverage is planned in accordance with industry-standard practices.
• Performance may vary due to interference, building layout, or device configuration.
• Wi-Fi is delivered on a best-efforts basis with no guaranteed speed or uptime.
• Critical services should use Ethernet connectivity where possible.
• User credentials connect each device to the client’s dedicated VLAN, enabling access to the client’s internal network across all configured services, including Ethernet ports and authorised resources (e.g. shared drives, printers, or servers).
• A separate Guest Wi-Fi service is available for visitors, offering secure, time-limited internet access without visibility or access to any client VLAN or internal systems.

4. Firewall Policy

Default Configuration – “Anything Out, Nothing In”

• Outbound traffic from LAN devices is permitted by default.
• Inbound traffic is only allowed if it is part of an established outbound session.
• Unsolicited inbound connections are blocked.
• This configuration is known as “anything out, nothing in.”

Advanced Configuration – Client-Managed Firewall

Clients requiring more complex rules may install their own firewall:

• Orega will provide a public IP address.
• WAN port of client firewall connects to internet via Orega switch.
• LAN port connects to Orega switch on the client's VLAN.
• Allows connectivity over Ethernet and Orega-managed Wi-Fi.

Clients are fully responsible for their firewall's setup, operation, and security.

5. Inclusions and Scope

• Wired and wireless network access
• VLAN-based network segmentation
• Static/public IP assignment where applicable
• Access to monitored and managed infrastructure
• Credentials and onboarding support
• Support during business hours

6. Service Boundaries

Clients are responsible for:

• All customer-owned network devices (e.g. firewalls, routers, switches, laptops, phones)
• Local office cabling beyond the Orega-provided port
• Application and data security, including safe handling of customer, staff, or third-party information
• Cybersecurity protections such as antivirus, endpoint protection, and secure system configuration
• Ensuring compliance with GDPR or other data protection requirements applicable to their systems and operations

7. Client Responsibilities

• Ensure device compatibility and correct configuration
• Avoid installing unauthorised Wi-Fi or networking hardware
• Avoid usage of prohibited services (e.g. Bit Torrent etc)
• Promptly report service issues
• Comply with Orega’s Acceptable Use Policy
• Do not “loop” floor ports together

8. Service Level Agreement (SLA)

8.1 Uptime Commitment

Orega targets 99.9% uptime for Ethernet-based services.
Clients receive 10% of the monthly fee as credit for each full 0.1% below this target, up to 100%.

8.2 Monitoring and Reporting

• All Ethernet circuits are monitored 24/7.
• Alerts are generated for loss of connectivity or degradation.
• Clients may request performance logs for service-affecting incidents.

8.3 Fault Reporting and Escalation

Faults can be reported via the Centre Team and issues escalated as follows:

8.4 Incident Prioritisation and Resolution

8.5 Planned Maintenance

• Orega will provide a minimum of 5 business days’ notice.
• Where possible, works are scheduled outside business hours.

8.6 Adds, Moves, and Changes (AMCs)

• AMCs are completed within 3 working days, subject to complexity.
• 7 days’ notice is recommended for scheduled or on-site changes.

8.7 SLA Exclusions

SLA credits do not apply if disruption is caused by:

• Planned maintenance (with notice)
• Client devices or internal cabling
• Power failures within the client space
• Third-party carrier faults outside Orega’s SLA
• Force Majeure (e.g. fire, flood, natural disaster, strike)

Orega Acceptable Use Policy – Connectivity Services (2025)

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This Acceptable Use Policy (“AUP”) sets out the rules governing the use of internet and network connectivity services provided by Orega. This policy applies to all clients, users, guests, and third parties accessing Orega’s internet, Wi-Fi, or Ethernet services.

1. Permitted Use

• Services must only be used for lawful and professional business activities.
• Users must ensure their activity does not interfere with the performance, security, or integrity of the network.
• All access to the network must be via client-owned or authorised devices using the secure credentials and access methods provided by Orega.

2. Prohibited Use

Users must not use the connectivity services for any of the following:

• Engaging in illegal, offensive, defamatory, or fraudulent activity
• Hosting or distributing malware, viruses, or unauthorised software
• Excessive or disproportionate use of bandwidth or system resources
• Operating servers, cryptocurrency mining, or unauthorised VoIP platforms
• Interfering with or attempting to bypass Orega network security
• Connecting unauthorised networking or broadcasting equipment (e.g., personal routers or access points)

3. Excessive Use

Orega’s shared bandwidth services are designed for fair and proportionate use across all clients. Excessive or sustained use that negatively impacts the performance or reliability of the service for other users is not permitted.

Where a client’s usage is deemed to degrade the utility of shared services, Orega reserves the right to:

• Restrict or throttle the client’s access to the shared service, and/or
• Require the client to upgrade to a dedicated internet service, subject to availability and additional commercial terms.

This policy ensures that all users benefit from a consistent and reliable level of service.

4. Security and Monitoring

• Users are responsible for securing their own devices and applications.
• Orega reserves the right to monitor traffic and usage in accordance with applicable laws and for the purposes of maintaining service quality, investigating misuse, and ensuring security.
• User activity may be logged and audited.

5. Guest Access

• Guests may use the designated Guest Wi-Fi service for limited internet access.
• Clients are responsible for ensuring their guests comply with this policy.

6. Breach of Policy

• Any breach of this AUP may result in suspension or termination of service, with or without notice.
• Orega reserves the right to recover any costs associated with the misuse of its network or damages caused.

7. Policy Updates

This policy may be updated by Orega from time to time. The latest version will be available upon request or via Orega’s official communication channels.