- Purpose and scope
1.1 This Fair Use Policy (FUP) applies to “unlimited” or high-usage Internet Services and other plans we designate as subject to Fair Use.
1.2 Capitalised terms have the meanings given in the Terms. This FUP forms part of the Contract (see Terms, clauses 1.2 and 5.2). - Fair use principle
2.1 Our network is designed for typical business use. To protect performance for all customers, usage must be fair and not materially degrade network performance, security or reliability.
2.2 We do not set a single published data cap for “unlimited” plans. Instead, we assess usage patterns against typical usage profiles for the relevant plan and access type. - Examples of unreasonable or excessive use
Use may be considered unreasonable/excessive where it includes one or more of the following (examples only):
(a) sustained, continuous, non-stop utilisation that is materially higher than typical business use for the plan/access type over a rolling period (e.g., 24×7 heavy upstream seeding or constant maximum-rate transfers);
(b) operating high-traffic public services (e.g., game servers, media streaming, public proxies/relays) on plans not intended for hosting, resulting in contention or congestion;
(c) usage patterns that repeatedly trigger network alarms for congestion, abuse or security mitigation;
(d) using automated means to circumvent traffic management or CGNAT, or intentionally bypassing plan characteristics;
(e) repeated excessive simultaneous connections or sessions that materially burden shared infrastructure. - How we assess and respond
4.1 If we detect potential unfair use, we may contact you to discuss your needs and, where appropriate, recommend configuration changes or a more suitable plan/access option (e.g., higher tier, dedicated bandwidth, static IP).
4.2 If excessive or unreasonable use continues, we may implement proportionate measures including traffic shaping, rate-limiting of specific protocols/ports, or scheduled data management during peak periods.
4.3 As a last resort (and acting reasonably), we may suspend or cancel the affected service if fair use cannot be achieved, subject to the Terms. - Optimising network performance
5.1 We may publish typical busy-period speeds for relevant plans and keep that information updated (see Connection Terms clauses 5–7). Actual performance varies due to factors outside our control. - No hidden penalties
6.1 We will not impose excess-data charges on “unlimited” plans solely due to volume. Where a different access or plan is needed, we will give you options and any price changes will follow the notice requirements in the Terms. - Changes to this FUP
We may update this FUP from time to time. Material changes will be notified via the Website and/or email. Continued use of the Internet Service after the effective date constitutes acceptance. - Support
For help selecting an appropriate plan or to discuss usage patterns, contact support@symsafe.com.au