User Guide for N4L Terms and Conditions

Welcome to the N4L Terms and Conditions (terms). This User Guide provides you with an overview to help you find the information you need.

Please note that this Guide does not form part of your contract with N4L. You should ensure you read and understand the terms as they are what will govern your relationship with N4L.

Depending on the Services you use, your agreement with N4L is made up of a number of parts, as described in the 3 sections below:

Section 1: The following terms apply to everyone who uses N4L’s Services (for example, individual teachers and education staff who use N4L’s services on behalf of their School, as well as students and other end users):

Privacy Statement

The Privacy Statement applies to all the Services that we provide to you. The Privacy Statement explains how N4L may collect, hold, use and disclose information about individuals.

If you are accessing N4L’s Services at a school or via arrangements with a school, your school’s privacy policy will also apply to your use of N4L’s Services. Your school will provide its privacy policy to you directly.
Acceptable Use Policy The Acceptable Use Policy applies to everyone who uses our Services, and sets out N4L fundamental terms that apply to use of all our Services.
Glossary The Glossary contains a list of the definitions used in each of the terms set out on this page.

Section 2: This next set of terms applies to each School or other organisation that use our Services (including where individual teachers and education staff use N4L’s services on behalf of their School or organisation):

School General Terms

The School General Terms apply to all the Services that we provide to you. The School General Terms set out our legal terms (for example, our terms on liability).

The School General Terms were previously called “General Terms”. Any reference to “General Terms” in an N4L document is a reference to these School General Terms.
B2B Service Descriptions

Additional terms and conditions also apply depending on the specific Services that you use. Our Service Descriptions sets out the terms relating to each of the following Services:

  • Managed Network – Internet
    • Internet Connection
    • Cybersecurity Services
  • Managed Network – WiFi
    • Equipment Support
  • MyN4L
  • Email Protection
  • Education Service Desk

These Service Descriptions were formerly referred to as the Managed Network Terms.

Section 3: The next set of terms apply to you if you are a User of our Website or any Service that we provide directly to you:

Consumer General Terms The Consumer General Terms apply to all the Services that we provide to you. The Consumer General Terms set out our legal terms (for example, our terms on liability).
Switch on Safety Terms The Switch on Safety Terms also apply to you if you enable the Switch on Safety service on a device.
Website Terms The Website Terms apply to everyone who uses the N4L website, including the Support Hub.

FAQs:

Q: What types of Services does N4L offer?
A:

N4L offers two distinct sets of Services:

  • The first set is offered to business customers (typically schools) and is described in Section 2 above in the Service Descriptions.
  • The second set is offered directly to end users and is described in Section 3 above.
  • Please note that the Privacy Statement and Acceptable Use Policy in Section 1 above apply in either circumstance and to all users of N4L’s Services.
Q: What changes did N4L make when it updated its terms?
A:

N4L has updated its terms from 16th June 2026 to reflect that the Education Service Desk is now part of N4L’s Support Team services. Key changes are as follows:

  • The User Guide & FAQs have been updated to:
    • make it clearer who section 1 and section 2 apply to, with updated examples; and
    • include the Education Service Desk in the section 2 ‘B2B Service Descriptions’.
  • The Privacy Statement has been updated to:
    • replace references to the ‘Helpdesk’ with ‘N4L Support Teams’, reflecting the full range of support services provided by the ‘N4L Support Teams’; and
    • allow N4L to include an effective date for future updates, where needed.
  • The Service Descriptions have been updated to include a new description for the Education Service Desk.
  • The Glossary has been updated to:
    • change the term ‘Customer Support Team’ to ‘N4L Support Team’ and update the definition to include ‘support for the education sector’; and
    • update the definition of ‘Services’.

If you have any questions or concerns regarding our terms or would like to see the previous terms, you can contact us or request a copy of the previous terms using the contact details set out here.

Q: How do I provide feedback or make a complaint?
A: You can provide feedback or make a complaint by following our feedback and complaints process set out in clause 9 of our School General Terms and clause 8 of our Consumer General Terms (Complaints and Feedback Process). If you are an End User of Services that we provide to a School, please be aware that we may direct your feedback or complaint to your School, so that we can work with your School to respond.