This Starlink Internet Services Schedule (“Service Schedule”) forms part of the Master Services Agreement (“MSA”) between Empreus IT Support (“Provider”) and the Client. This Service Schedule should be read in conjunction with the MSA and all referenced legal documents.

In the event of any conflict between this Service Schedule and the MSA, the terms of this Service Schedule shall prevail to the extent of the inconsistency.

This Service Schedule governs the provision of satellite internet connectivity via SpaceX’s Starlink service. The Provider holds the Starlink account and resells the service to the Client, including the supply, installation, and management of Starlink hardware.

In addition to the definitions set out in the MSA, the following definitions apply to this Service Schedule:

• “Starlink Service” means the satellite internet connectivity service delivered to the Client’s premises via SpaceX’s Starlink constellation, as resold by the Provider.
• “Starlink” means the satellite internet service operated by Space Exploration Technologies Corp. (SpaceX) and its affiliates.
• “Starlink Hardware” means the satellite dish (terminal), router, mounting hardware, cables, and any ancillary equipment supplied by the Provider for the delivery of the Starlink Service.
• “Starlink Service Term” means the minimum subscription period for the Starlink Service, as specified in the applicable Quote.
• “Monthly Starlink Fee” means the recurring monthly subscription fee payable by the Client for the Starlink Service, as detailed in the Quote.
• “Replacement Value” means the current market replacement cost of Starlink Hardware as reasonably determined by the Provider at the time of loss, damage, or failure to return.

3.1 Satellite Internet Connectivity

The Provider shall supply the Client with satellite internet connectivity via the Starlink Service as specified in the accepted Quote. The Starlink Service includes:

• Starlink account provisioning and management (held by the Provider)
• Supply of Starlink Hardware (satellite dish, router, mounting hardware, and cables)
• Professional installation and mounting of the Starlink dish at the Client’s premises
• Ongoing performance monitoring of the Starlink connection
• Liaison with Starlink/SpaceX for fault diagnosis, service issues, and account management
• Integration with the Client’s existing network as a primary internet connection or as a failover/backup connection (as specified in the Quote)

3.2 Primary or Failover Use

The Starlink Service may be deployed as the Client’s primary internet connection or as a secondary failover/backup connection, as specified in the Quote. Where deployed as failover, the integration with the Client’s primary connection and automatic failover configuration is managed under the Managed Network Services – Service Schedule (EMPREUS-SS-MNS-001).

3.3 Speed and Performance

Starlink is a satellite-based internet service. Actual speeds, latency, and availability may vary depending on factors including but not limited to satellite constellation coverage, orbital positioning, atmospheric and weather conditions, network congestion, obstructions to the dish’s field of view (e.g., trees, buildings), and the number of users on the Starlink network in the Client’s area.

The Provider does not guarantee specific download or upload speeds, latency figures, or uninterrupted availability. Starlink performance may be lower than terrestrial broadband services (such as NBN fibre) in certain conditions, particularly during peak usage periods or adverse weather.

3.4 Network Equipment

Additional network equipment required to distribute the Starlink connection across the Client’s internal network (e.g., managed routers, switches, access points, firewall appliances) is not included under this Service Schedule. Such equipment is provided under the Managed Network Services – Service Schedule (EMPREUS-SS-MNS-001).

The Starlink-supplied router is included as part of the Starlink Hardware. If the Client requires a managed business-grade router in place of or in addition to the Starlink router, this is covered under Managed Network Services.

3.5 IT Support

All IT support related to the Starlink Service — including helpdesk, troubleshooting, on-site visits, after-hours support, and associated service levels and rates — is provided under the Managed IT Services – Service Schedule (EMPREUS-SS-MIT-001). The Client must hold an active Managed IT Services subscription to receive support for the Starlink Service.

3.6 Exclusions

The following are not included in the Starlink Service:

• Additional network equipment beyond the Starlink-supplied hardware (see Managed Network Services)
• Internal network cabling or structured cabling works
• Roof penetrations, structural modifications, or building works required for dish mounting (the Client is responsible for any building or landlord approvals)
• Electrical works (e.g., running power to the dish mounting location)
• Third-party services delivered over the Starlink connection (e.g., VoIP, cloud applications)
• Any works or costs arising from Starlink/SpaceX service changes, coverage limitations, or satellite constellation issues outside the Provider’s control

4.1 Ownership

All Starlink Hardware remains the exclusive property of the Provider at all times during and after the Starlink Service Term. The Client acquires no ownership interest in the Starlink Hardware. The Starlink Hardware is supplied as part of the managed service and is not available for purchase by the Client.

4.2 Installation

The Provider will professionally install and mount the Starlink dish at the Client’s premises at a location agreed with the Client that provides a clear, unobstructed view of the sky. Installation is covered by a one-off setup fee as specified in the Quote.

The Client is responsible for:

• Obtaining any required landlord, body corporate, or council approvals for dish installation prior to the scheduled installation date
• Ensuring safe access to the installation location (e.g., roof access, scaffolding if required)
• Providing a suitable power source within reasonable proximity to the dish mounting location
• Any structural, roofing, or electrical works required to facilitate the installation (these are not included in the setup fee)

4.3 Care and Use

The Client shall not move, reposition, modify, disassemble, or tamper with the Starlink Hardware without the Provider’s prior written consent. The Client shall ensure the Starlink Hardware is not obstructed, damaged, or interfered with, and shall maintain clear line of sight to the sky around the dish.

4.4 Loss, Damage, and Theft

The Client shall notify the Provider within 24 hours of becoming aware of any loss, theft, or damage to Starlink Hardware. If Starlink Hardware is lost, stolen, or damaged beyond economical repair due to the Client’s negligence, misuse, or failure to comply with this Service Schedule, the Client shall be liable for the Replacement Value of the affected hardware, plus a $300 administrative fee.

4.5 Return of Hardware

Upon expiry or termination of this Service Schedule, the Client shall make the Starlink Hardware available for collection by the Provider within 7 days, in good working order, normal wear and tear excepted. The Provider will arrange collection and de-installation at its own cost, unless the early termination was caused by the Client’s breach.

If the Client fails to make the Starlink Hardware available for collection within 7 days of the termination or expiry date, the Client shall be charged the Replacement Value of the hardware, plus a $300 administrative fee. Monthly Starlink Fees shall continue to accrue until the hardware is collected or the Replacement Value is paid.

4.6 No Encumbrances

The Client shall not sell, lease, sublease, mortgage, pledge, encumber, or otherwise create any security interest in the Starlink Hardware, nor permit the hardware to be seized, levied upon, or subject to any legal process without the Provider’s prior written consent.

5.1 Minimum Term

The Starlink Service is subject to a minimum Starlink Service Term of 12 months from the activation date, unless otherwise agreed in writing in the Quote.

5.2 Renewal

At the expiry of the Starlink Service Term, the Starlink Service shall automatically renew on a month-to-month basis under the same terms, unless either party provides at least 30 days’ written notice of non-renewal prior to the expiry of the current term.

5.3 Service Plan Changes

SpaceX may from time to time change the Starlink service plans, pricing, or terms available in the Client’s area. If such a change materially affects the Starlink Service, the Provider will notify the Client and work with the Client to transition to the most suitable available plan. Any changes to the Monthly Starlink Fee resulting from a plan change will be confirmed with the Client before taking effect.

6.1 Monthly Starlink Fee

The Client shall pay the Monthly Starlink Fee as specified in the accepted Quote. Monthly Starlink Fees are invoiced in advance in accordance with the Payment – Terms & Conditions.

6.2 Setup Fee

A one-off setup fee is payable as specified in the Quote, covering Starlink Hardware supply, professional installation, dish mounting, and initial configuration. The setup fee is invoiced upon completion of installation.

6.3 Inclusions

Unless otherwise stated in the Quote, the Monthly Starlink Fee includes:

• Satellite internet connectivity via the Starlink Service
• Starlink account management (held by the Provider)
• Starlink Hardware usage for the duration of the Starlink Service Term
• Performance monitoring of the Starlink connection
• Fault liaison with Starlink/SpaceX

6.4 Exclusions

The following are excluded from the Monthly Starlink Fee and may be charged separately:

• One-off setup fee (invoiced separately as per Section 6.2)
• Additional network equipment (provided under Managed Network Services)
• IT support services (provided under Managed IT Services)
• Structural, roofing, or electrical works required for installation
• Replacement of Starlink Hardware damaged due to the Client’s negligence
• Any price increases imposed by SpaceX on the Starlink service plan

6.5 SpaceX Price Changes

The Starlink service plan pricing is set by SpaceX and may change from time to time. If SpaceX increases the price of the Starlink service plan, the Provider reserves the right to pass through the increase to the Client. The Provider will notify the Client at least 30 days in advance of any price change taking effect.

6.6 Payment Terms

All payment obligations under this Service Schedule are subject to the Payment – Terms & Conditions published at empreusitsupport.com.au/payment-terms-and-conditions, which are incorporated by reference.

7.1 Premises and Installation Access

The Client shall provide safe and timely access to the premises for installation, maintenance, and collection of Starlink Hardware. The Client is responsible for obtaining all necessary approvals (landlord, body corporate, council) prior to installation.

7.2 Clear Line of Sight

The Client shall maintain a clear, unobstructed line of sight to the sky around the Starlink dish. The Client shall notify the Provider if any new obstructions arise (e.g., tree growth, new structures) that may affect Starlink performance. The Provider is not liable for performance degradation caused by obstructions.

7.3 Power Supply

The Client is responsible for maintaining a continuous power supply to the Starlink Hardware. Starlink Hardware requires a stable electrical connection to operate. The Provider is not liable for service outages caused by power failures at the Client’s premises.

7.4 Acceptable Use

The Client shall use the Starlink Service in compliance with all applicable laws, regulations, and SpaceX’s Starlink terms of service and acceptable use policy. The Client shall not use the Starlink Service for any unlawful, abusive, or fraudulent activities.

The Provider reserves the right to suspend the Starlink Service immediately if the Client is in breach of this Section.

7.5 Hardware Care

The Client shall exercise reasonable care to protect the Starlink Hardware from damage, theft, vandalism, and environmental hazards. The Client shall not modify, relocate, or tamper with the Starlink Hardware without the Provider’s prior written consent.

7.6 Timely Reporting of Issues

The Client agrees to promptly report any connectivity issues, hardware damage, or performance degradation through the Provider’s designated support channels as set out in the Managed IT Services – Service Schedule.

8.1 Satellite Service Limitations

The Client acknowledges that Starlink is a satellite-based internet service with inherent limitations compared to terrestrial broadband. These limitations may include:

• Variable download and upload speeds depending on satellite positioning and network load
• Higher latency than terrestrial fibre or cable connections
• Temporary service interruptions during satellite handoffs, firmware updates, or constellation repositioning
• Performance degradation during severe weather conditions (heavy rain, snow, storms)
• Reduced performance during peak usage periods in densely populated areas
• Service interruptions during SpaceX network maintenance or satellite constellation updates

8.2 Availability

The Provider will use commercially reasonable efforts to ensure the Starlink Service is available to the Client. However, service availability is dependent on SpaceX’s satellite constellation, ground infrastructure, and the Starlink platform, all of which are outside the Provider’s direct control.

The Provider does not guarantee uninterrupted availability of the Starlink Service.

8.3 No Compensation for Outages

Unless otherwise agreed in writing, the Provider does not offer service credits, refunds, or compensation for Starlink Service outages, speed variations, or performance degradation. The Client acknowledges that the Starlink Service is subject to the inherent limitations of satellite internet technology and SpaceX’s operational decisions.

9.1 Relationship

The Provider holds the Starlink account and resells the Starlink Service to the Client. The Client’s contractual relationship is solely with the Provider. The Client has no direct contractual relationship with SpaceX or Starlink and shall not contact SpaceX or Starlink directly regarding the service without the Provider’s prior written consent.

9.2 SpaceX Terms

The Starlink Service is subject to SpaceX’s Starlink terms of service, fair use policy, and privacy policy. The Client shall comply with any such terms communicated by the Provider. The Provider does not assume liability for any restrictions, service changes, coverage modifications, or actions imposed by SpaceX.

9.3 Service Changes by SpaceX

SpaceX may from time to time modify, update, or discontinue features, service plans, or aspects of the Starlink service. The Provider will notify the Client of any material changes that affect the Starlink Service. The Provider is not liable for changes to the Starlink service that are outside the Provider’s control.

9.4 Geographic Availability

Starlink service availability is determined by SpaceX and may vary by geographic location. If SpaceX discontinues or restricts Starlink service in the Client’s area, the Provider will notify the Client and work with the Client to find alternative connectivity solutions. In such circumstances, the Client may terminate this Service Schedule without incurring the Early Termination Cost, provided the termination is directly attributable to SpaceX discontinuing service in the Client’s area.

10.1 Definitions

“Confidential Information” means any non-public, proprietary, or sensitive information disclosed by one party to the other, including trade secrets, client lists, business strategies, financial data, technical documentation, network designs, user credentials, and any information clearly identified or reasonably understood as confidential.

“Data Protection Laws” means all applicable legislation relating to the protection of personal data and privacy, including the Australian Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and if applicable, the General Data Protection Regulation (GDPR) (EU) 2016/679.

10.2 Confidentiality Obligations

Each party shall use Confidential Information solely for the purpose of fulfilling obligations under this Agreement. Neither party shall disclose Confidential Information to any third party without prior written consent, except as necessary to perform under this Agreement or as required by law.

10.3 Data Privacy and Protection

Both parties shall comply with all applicable Data Protection Laws. The Provider shall process personal data only to the extent necessary to perform the Services or as instructed by the Client.

The Client acknowledges that internet traffic traverses SpaceX’s satellite network and ground infrastructure, and the Provider is not responsible for the interception, monitoring, or security of data in transit beyond the Provider’s managed environment.

10.4 Data Breach Notification

In the event of a confirmed or reasonably suspected data breach affecting the Client’s personal data within the Provider’s control, the Provider shall promptly notify the Client and provide sufficient details about the nature and scope of the breach.

10.5 Survival

The confidentiality and data protection obligations under this section shall survive termination of this Service Schedule for as long as the Receiving Party possesses or controls any Confidential Information or personal data belonging to the Disclosing Party.

11.1 Provider Warranty

The Provider warrants that it will use commercially reasonable efforts to provision, install, and maintain the Starlink Service in accordance with this Service Schedule. The Provider warrants that the Starlink Hardware will be installed in a professional and workmanlike manner.

11.2 No Speed, Latency, or Availability Guarantee

The Provider does not warrant or guarantee specific download or upload speeds, latency figures, or uninterrupted service availability. Starlink performance is subject to factors outside the Provider’s control, including satellite constellation dynamics, weather, obstructions, and SpaceX network conditions.

11.3 Third-Party Disclaimer

The Starlink Service is delivered via SpaceX’s satellite constellation and ground infrastructure. The Provider does not make any representations or warranties with respect to the performance, reliability, or availability of SpaceX’s network or the Starlink platform.

11.4 Disclaimer of Implied Warranties

Except as expressly set out in this Service Schedule and the MSA, the Provider disclaims all implied warranties, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law. Nothing in this Service Schedule excludes or limits any consumer guarantee or statutory right that cannot be excluded under Australian Consumer Law.

12.1 The Provider shall not be liable for any indirect, incidental, consequential, or special damages arising from the use or inability to use the Starlink Service, including lost profits, lost data, business interruption, or loss of goodwill, regardless of the legal theory, even if advised of the possibility of such damages.

12.2 The Provider’s aggregate liability under this Service Schedule shall not exceed the total Monthly Starlink Fees actually paid by the Client in the six (6) months immediately preceding the date on which the claim arose.

12.3 The Provider shall not be liable for any service outages, speed variations, latency issues, or performance degradation caused by SpaceX, weather conditions, satellite constellation dynamics, or any other factor outside the Provider’s reasonable control.

12.4 The Provider shall not be liable for the security of data in transit over the Starlink satellite network or any third-party network.

12.5 Any claim must be brought within twelve (12) months from the date on which the Client first became aware, or reasonably should have become aware, of the basis for such claim.

12.6 The limitations in this section shall not apply to damages resulting from the Provider’s gross negligence or wilful misconduct, or any liability that cannot be excluded by law.

13.1 By the Provider: The Provider shall indemnify and hold the Client harmless from any third-party claims arising from the Provider’s gross negligence or wilful misconduct in performing Services under this Service Schedule, including claims arising from negligent installation of Starlink Hardware.

13.2 By the Client: The Client shall indemnify and hold the Provider harmless from any third-party claims arising from the Client’s misuse of the Starlink Service, failure to obtain required installation approvals, damage to the premises arising from the Client’s actions, or violation of applicable laws or regulations.

Neither party shall be liable for delays or failures due to events beyond their reasonable control, including natural disasters, war, strikes, pandemics, governmental actions, SpaceX satellite constellation failures, severe weather events, or satellite de-orbiting. The affected party shall notify the other promptly and use reasonable efforts to resume performance as soon as feasible.

If a Force Majeure event prevents performance for more than 30 days, either party may terminate this Service Schedule upon written notice. The Client remains liable for all fees accrued up to the termination date.

15.1 Early Termination by Client

If the Client terminates this Service Schedule (or the MSA) prior to the expiry of the Starlink Service Term, the Client shall be liable for the Early Termination Cost as defined in the Termination – Terms & Conditions, which includes one hundred percent (100%) of the remaining Monthly Starlink Fees for the unexpired portion of the Starlink Service Term.

15.2 SpaceX Discontinuation

If SpaceX discontinues or restricts Starlink service in the Client’s geographic area, the Client may terminate this Service Schedule without incurring the Early Termination Cost, as set out in Section 9.4.

15.3 Hardware Return on Termination

Upon termination, the Client shall make all Starlink Hardware available for collection in accordance with Section 4.5 within 7 days of the effective termination date.

Termination of this Service Schedule is governed by the Termination – Terms & Conditions published at empreusitsupport.com.au/termination-terms-conditions, which are incorporated by reference.

This includes termination by the Provider (for non-payment, material breach, misuse, or insolvency), termination by the Client (for convenience with 30 days’ notice, or for uncured material breach by the Provider), automatic renewal, post-termination services, and the Provider’s retention of rights.

17.1 Relationship to MSA

This Service Schedule supplements and forms part of the Master Services Agreement. All terms of the MSA (including the Director’s Guarantee, Governing Law and Dispute Resolution, and Privacy Policy reference) apply to this Service Schedule as if set out in full herein.

17.2 Prerequisite Service Schedules

The Client acknowledges that:

• An active Managed IT Services – Service Schedule (EMPREUS-SS-MIT-001) is required to receive IT support for the Starlink Service.
• An active Managed Network Services – Service Schedule (EMPREUS-SS-MNS-001) is required for the provision and management of additional network equipment and failover configuration.

If either prerequisite Service Schedule is terminated or expires, the Provider’s obligations under this Service Schedule shall be limited to maintaining the Starlink connection and hardware. The Provider shall not be responsible for internal network distribution, failover configuration, helpdesk, or on-site support.

17.3 Cross-References

This Service Schedule is subject to the following Empreus IT Support legal documents, all of which are incorporated by reference:

• Master Services Agreement (EMPREUS-MSA-001)
• Managed IT Services – Service Schedule (EMPREUS-SS-MIT-001)
• Managed Network Services – Service Schedule (EMPREUS-SS-MNS-001)
• Payment – Terms & Conditions (empreusitsupport.com.au/payment-terms-and-conditions)
• Termination – Terms & Conditions (empreusitsupport.com.au/termination-terms-conditions)
• Quote – Terms & Conditions (empreusitsupport.com.au/quote-terms-conditions)
• Privacy Policy (empreusitsupport.com.au/privacy-policy)

17.4 Amendments

No modification to this Service Schedule shall be valid unless made in writing and signed by both parties.

17.5 Severability

If any provision of this Service Schedule is found to be unenforceable, the remaining provisions shall remain in full force and effect.

17.6 Entire Agreement

This Service Schedule, together with the MSA and all incorporated documents, constitutes the entire agreement between the parties regarding the Starlink Internet Services described herein and supersedes all prior agreements, representations, and understandings on this subject matter.