Service Schedule – Connectivity Services (Broadband and Leased Lines)

1. Overview

1.1 This Schedule sets out the terms for the broadband and leased line services we supply to you (“Connectivity Services”). It supplements our General Terms and Conditions. If the two conflict, this Schedule takes priority.

1.2 We supply the Connectivity Services to you and we bill you for them. We buy the underlying network service from a third-party supplier (the “Supplier”). Our current Supplier is Datasharp Central Ltd. Your contract is with us, not the Supplier.

 

“Start Date”	is the date the Connectivity Service is made available for you to use.
“Minimum Term”	is the minimum period stated on your Order, starting on the Start Date.
“Site”	is the premises where the service is installed.
“Softext Router”	is any router we supply to you.
“Supplier Equipment”	is any equipment supplied by the Supplier or a network operator to deliver the service (for example a network terminating unit or fibre ONT).
“Charges”	means the Price of the Connectivity Services and any other amounts payable under this Schedule.

2.    Ordering and installation

2.1    Every Order depends on the service being available at your Site, a survey if one is needed, and acceptance by the Supplier. If the service can’t be provided, we’ll tell you and cancel the Order without charge to you, apart from any survey charge you agreed to.

2.2    Installation dates are estimates. We’ll keep you informed, but we aren’t liable for delays caused by the Supplier or a network operator.

2.3    A survey may find excess construction charges. We’ll tell you the cost before going ahead. If you decide not to proceed, you only pay any survey costs.

2.4    You must: get any consents needed (landlord, building owner, wayleaves); give us and the Supplier access to the Site at the agreed time; provide a suitable place and mains power for the equipment; and have your nominated contact available for the whole appointment. If a visit fails or is aborted because of you, we may pass on the Supplier’s abortive visit charge and our reasonable costs.

2.5    Installation may briefly interrupt your existing phone or internet services. We aren’t liable for that unless we failed to take reasonable care.

2.6    If you cancel an Order before the Start Date, you must pay the costs we’ve already incurred. This includes equipment ordered, survey costs, and any cancellation charges the Supplier makes to us.

3.    Minimum Term, notice and ending the contract

3.1    The Minimum Term is 36 months from the Start Date, unless a shorter term is agreed and stated on your Order. Charges for shorter terms are higher than our standard rate.

3.2    After the Minimum Term the contract continues until either of us ends it by written notice: 30 days for broadband and 90 days for leased lines. You can give notice during the Minimum Term so that it ends when the Minimum Term ends. Notice can be given by email to [support/contact email].

3.3    If you end the contract before the end of the Minimum Term (other than under clause 3.6 or because of our uncured breach), you must pay us all the Charges that would have been due up to the end of the Minimum Term. You must also pay any cessation or disconnection charges the Supplier charges us. We will pursue any such charges from the Supplier where we reasonably can; where we cannot recover them, you remain liable to us for them. These amounts are due within 14 days of our invoice.

3.4    We may end the contract immediately by written notice if you materially or persistently breach it (we’ll allow 14 days to put it right where it can be fixed), if you become insolvent, or if you fail to pay under clause 4.

3.5    If the Supplier stops providing the service, or we lose the right to supply it, we may end the contract on notice. We’ll try to move you to an alternative service. Neither of us pays an early termination charge in that case.

3.6    You can end the contract without an early termination charge in the situations described in clauses 4.4 and 9.2.

3.7    When the contract ends, your right to use the service ends. You must allow us or the Supplier to remove Supplier Equipment and return any rented equipment. We’ll invoice Charges up to the end of the notice period.

4.    Charges and payment

4.1    Charges are set out on your Order and are exclusive of VAT. We invoice monthly in advance. Your first invoice includes the part month from the Start Date plus the following month in advance. One-off charges (installation, equipment) may be invoiced before the Start Date.

4.2   You must pay by Direct Debit unless we agree otherwise. Invoices are due within 14 days of the invoice date, or as stated in our General Terms.

4.3    We pass on any extra charges the Supplier makes to us because of you, at the Supplier’s rate. Examples are excess construction, failed or aborted visits, moving a master socket, work outside normal hours, and fault visits where the problem is not on the network.

4.4    We may increase the Charges: (a) once in any 12 months by the higher of the previous December RPI or 5%, on at least 30 days’ written notice; and (b) at any time if the Supplier increases what it charges us, by up to the amount of that increase, on at least 30 days’ written notice. If a price increase under (a) is not clearly stated in your Order, you can end the contract without charge by notice within 30 days of us telling you.

4.5    If you dispute an invoice, tell us in writing with your reasons, and pay the part that isn’t in dispute on time. You may not deduct or set off any amount. We don’t have to credit disputes raised more than 3 months after the invoice date.

4.6    If you haven’t paid by the due date we may suspend the service after 5 days’ written notice (email is enough) — a shorter period than our General Terms default, reflecting the Supplier’s own right to restrict service quickly for non-payment. You must pay all overdue amounts before we restore it, and we may charge the reasonable cost of restoring it.

5.    The service and its limits

5.1    We’ll provide the Connectivity Services with reasonable care and skill.

5.2    Internet services depend on networks we don’t control, so we can’t promise a fault-free or uninterrupted service.

5.3    Broadband speeds are “up to” speeds. They vary with your line, distance from the exchange, time of day, network congestion and other conditions, and can change several times a day. We don’t guarantee a speed unless your Order states one. Leased line bandwidth is as stated on your Order.

5.4    We, the Supplier or a network operator may need to interrupt the service for maintenance, upgrades or emergencies. We’ll give notice where we can.

5.5    The Supplier may apply a fair use policy. Any limits that apply are on your Order, or we’ll tell you on request. If the Supplier reasonably believes your usage is affecting other users, we may ask you to reduce it, restrict the service, or end the contract.

5.6    You must use the service lawfully. You must not use it to send spam, for fraud, to send offensive or abusive material, or in a way that interferes with the network. You must not resell it or pass it on to anyone else as a service without our written consent.

5.7    We may suspend the service immediately if we believe you have broken clause 5.6, if the law, a regulator or the Supplier requires it, or to protect the network. We’ll tell you as soon as we reasonably can.

5.8    IP addresses are allocated to us by the Supplier. You have no rights in them and they may change, unless your Order includes a static IP.

6.    Support and faults

6.1    Report faults to us, not the Supplier: Monday to Friday, 9:00am to 5:00pm (excluding bank holidays), on 01827 438 250 or at [support email]. We do not offer support outside these hours.

6.2    We’ll log the fault with the Supplier and manage it until it’s fixed. Any fix time on your Order is the Supplier’s target, not a guarantee, and only runs during the Supplier’s support hours.

6.3    You must help us by giving information promptly, checking power and restarting equipment when asked, and allowing remote and site access.

6.4    We don’t cover faults with your internal cabling or wiring, your network and Wi-Fi, your computers and software, or equipment we didn’t supply. We also don’t cover problems caused by power failure, misuse, or changes made by anyone other than us or the Supplier. If we investigate any of these, or the Supplier charges us for a visit where the fault wasn’t on its network, we’ll charge you the Supplier’s charge plus our time at our standard rates. Where you also have Managed IT with us, that schedule may cover some of this.

6.5    Service credits apply only if your Order says the service has a service level. If you ask us in writing within 5 days of the fault being closed, we’ll claim any credit due from the Supplier. We’ll pass on the part we actually receive that relates to your service. This is your only remedy for a missed service level. We may pass on any goodwill payment the Supplier makes at our discretion.

6.6    If a fault continues after we and the Supplier have taken all reasonable steps, we may propose a replacement service or a different Supplier. If it still continues, we may, at our discretion and subject to the Supplier’s agreement, waive early termination charges.

7.    Equipment

7.1    We’ll supply the Softext Router as stated on your Order. Where the router is purchased, ownership passes to you on payment in full. Where it is rented, it remains our property and must be returned within 14 days of the contract ending; if not, we’ll charge the replacement cost.

7.2    Supplier Equipment belongs to the Supplier or a network operator. You must keep it safe and powered, and must not move, alter, repair, sell or remove any labels from it. You pay for repair or replacement of loss or damage other than fair wear and tear. You must allow removal when the contract ends, and we’ll charge you the cost if it isn’t returned when required.

7.3    Any equipment you connect to the service must be compatible, approved and used safely. We may ask you to disconnect anything that harms the service or creates a risk.

7.4    You’re responsible for keeping passwords secure and for the security of your own network. Unless we manage your router or firewall under a separate Managed IT Order, we aren’t responsible for faults or breaches caused by your network or its security.

8.    Phones and emergency calls

8.1    Connectivity Services don’t include voice. If you run VoIP or any other phone system over the connection (including our VoIP service), your phones and calls to 999/112 won’t work if the connection or power fails. Keep a mobile as backup and consider battery backup for your router and network equipment.

9.    Liability and changes

9.1    We aren’t liable for failures or delays caused by the Supplier, a network operator, or events outside our control (see General Terms clause 8). We will pursue the Supplier where appropriate and pass on credits and recoveries under clause 6.5. We’re also not liable for loss caused by your network, equipment, passwords, or your breach of this Schedule. Nothing in this Schedule limits liability that can’t legally be limited, and clause 7 of the General Terms applies to everything else.

9.2    We may change the Supplier or the network we use, provided the service stays materially the same. We may change the service or this Schedule where the law, a regulator or the Supplier requires it, or for operational reasons. We’ll give at least 30 days’ written notice of any change to your disadvantage. If it is materially to your disadvantage, you may end the contract without an early termination charge by written notice within 30 days of our notice.

9.3    You’ll pay the losses, charges and reasonable costs we suffer (including any charges the Supplier makes to us) because you break this Schedule.

9.4    We share your name, contact details, Site address and technical details with the Supplier and network operators as needed to supply, install and support the service. See our Privacy Policy and Data Protection and Processing terms.

10.    Amendments

Softext reserves the right to update this Service Schedule. Customers will be notified of material changes via email or our website.

Version 1.0 – 8th January 2026