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Subscription Payment Terms:

1. Plans are fixed-price bundled pre-paid subscriptions for Cloud PBX/VoIP/VPS. (Call logs aren't required for bundle plans).

2. Cards are the only accepted global payment method. Fees vary from 0 to 2% depending on the financier and exchange rates.

3. Billing systems are fully automated via direct debit to reduce human error or added administration and improve value pricing.

4. Dishonour or failed debits incur a $25 fee. Expired card fees are reimbursed by phone, fax or emailed PDF form update. 

5. Invoices are issued in the first week, debited two days later, email notice on fail, debit may retry 3 days later, email on fail.

6. Account suspension then occurs automatically, and you will need to contact us with payment or card updates for reconnection.

7. Free automated reconnection on our bank payment received verification may take 2 - 48 hrs, depending on the payment method.

8. Instant reconnection comes with a $90 Administration and Support programming fee, accompanied by your payment receipt.

9. On reconnection payment, suspension is lifted for two business days to await funds received verification.

10. Same suspension applies to Outsourcing & Wholesale Resellers, where backup payment Cards may be required as failover.

11. Cloud PBX services are only supplied in a full calendar month billing cycle, not by day, week or pro-rata breakdowns.

12. User provisioning changes are required before the next billing cycle on the 1st as there are no back credits for late reporting. 

13. ​In situations where clients are unable to honour the ongoing payments for their contract period, after two months, the PBX call flows will be removed and will need to be provisioned from scratch, unless other arrangements have been made with our accounts team to keep the virtual session open at a minimal fee.

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Support & Service fees for our 99.999% Uptime SLA:

1. For the fastest Tech support, please email us to create a ticket, rather than a phone call, both during and after-hours as email logs cannot be overlooked. Response times can be up to 4hrs, typically within 30 minutes. Outage updates on our NET STATUS page.

2. The fixed Plan pricing is for site and extension fees and covers your cloud-hosted PBX use and calls, with all the tech support you need to get connected and make changes to your call flows. It’s an all-inclusive solution with nothing more to pay. This does not include end-user tasks: User list, Call reports, Recordings, Speed dials, Phone key assignment. Ask Support for easy instructions.

3. MSA included Tech support covers your Monday to Friday 8 business hours across Australia and Asia, therefore changes are best done within these times. 24/7 MSA After-hours support is available at a fee for critical PBX call flow outage matters only. Charged in one-hour blocks, at $240 Per/hr. B/Hr Non-MSA inclusive tasks are charged at $90 per 30-minute blocks.

4. Cloud Datacenter is monitored 24/7 365 to ensure PBX network uptime. Please note that this monitoring only applies to main PBX call flows and not the many bolt-on aftermarket apps, such as ISymphony and reporting.

5. Although our SLA is 99.999% uptime, not all upstream call carriers, especially international ones, are as high.

6. Should there be any issue with bolt-on apps, be aware that PBX call flows can be affected during repairs, this might be better dealt with at the end of your business day.

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Provisioning:

1. Clients with existing headsets and computers can be provisioned in 1-3 days, depending on our current workload.

2. Any required hardware, such as headsets and desk phones, may take up to two weeks for shipping.

3. Our experienced support technicians configure your entire PBX, Call flows, IVR’s, Queues, Voicemail to email, for all your in and outbound calls, including web-based tools for browser visual access. We do the entire setup for you and login to each of your desk phones or computers to configure them best suited to your business, using your feedback as a guide. There is nothing for you the client to do yourself, easy and stress-free.

4. PBX is VoIP and internet dependent, therefore requiring a reliable 10Mbps internet connection. No VPN or Static IP is needed.

5. We recommend PC softphones for ease of use, copy & paste dialing, hands-free operation and space-saving.

6. There is no residential, commercial solutions only that require a minimum 10-Extenions or $500 per/month to hold an account.

 

Contracted plans:

1. Contracted plans are typically 24 months, with pro-rata early exit fees on any hardware supplied if you wish to leave.plans are typically 24 months only, with pro-rata early exit fees on any hardware supplied if you wish to leave.

2. Check our website after the contract period to renegotiate based on any new available plans.

 

Termination (PBX or User extension removal):

Users:

       When requiring a user to be disconnected from our service, allow enough time before the billing cycle for the task.

       This process is similar to provisioning, where the software is removed from the computer.

​Steps >

1. Request the removal of the user with our support team.

2. Allow access to the end user's PC for the removal of the Softphone or have your IT team handle this.

3. Once we confirm that the user is no longer attempting to connect, we can remove the extension on our side.

4. The removal is now complete, and the extension can be added again for new users in the future.​

5. “Blocking” is an alternative method for security concerns where a user is no longer contactable, and comes with a $90 support fee for the manual filtering rules to ignore their ongoing authentication alerts, in order to identify instances where legitimate users may be experiencing difficulties and require our prompt assistance. Please plan for user removal with this in mind, rather than waiting until they are gone and unable to be contacted. Saving on fees, whilst keeping your PBX session secure and well monitored.

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Full PBX cancellation to close an account:

  6. Your CEO or management must provide a written 30 days notice in advance to cancel a service.

      This policy is in place to consolidate your final bill, arrange diverts, and prepare documents for transferring to another carrier. 

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Keeping your numbers:

1. We can supply new numbers globally and Port across your existing numbers, fees vary. The porting process can be lengthy in some cases, depending on the losing carrier releasing them and if they are already VoIP technology. However, we have a workaround of diverting your current numbers to new numbers we supply immediately and then mask them with your existing numbers so your clients see the correct advertised ones while we are awaiting port over. Porting fees vary.

2. You may also choose to take numbers with you as a Port out process if you ever choose to move away from us.

3. Porting away fixed 3-Months divert fee of $90 per/number can be applied to redirect calls, possible surcharges for Toll-Free.

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Surcharges for unreasonable use under our Fair play guidelines:

1. Our 3 extension at the single price policy is metered by voice recognition and concurrent call matrix. If flagged as multiuser, they will be charged separately without notice. Please be sure to never share these extensions with other users.

2. You must not use the service in a way that is unreasonable. We consider it unreasonable where you use the service fraudulently or in a manner that causes significant network congestion. Fraudulent use or resupplying the Service without our consent.

3. Telemarketing, mass auto-dialing or 24/7 use.

4. TOLL 1800, 13, 1300, 008, etc... Are not included in the free Land and Mobile call plans, thus billed separately.

5. Different contention ratios may apply to call plans, enquire with sales for more details.

6. Unlimited Call Plans are sold on a maximum of 11 business hours use daily and may be suspended, pending Plan change.

7. Plan use exceeding 11 business hours daily, already allowing for a 3hr buffer, incur an extra fee of $25 P/month.

8. Additional manual dial telemarketing incurs an extra fee of $25 P/month for 12hrs daily and $50 P/month for 24hrs.

9. To avoid automated service suspension from overuse, pre-notify us of your correct requirements to begin with.

 

You must not use our service:

1. For the purpose of white labeling and resale or commercial exploitation.

2. Re-route call traffic in order to disguise the originating party or fake caller ID that is not owned by you.  

3. Only software, handsets and other equipment that have been approved by us may be used on our networks.

4. Make calls or send messages to any numbers that we reasonably believe has been set up to enable you or another person to commercially exploit our services or for the purposes of telemetry or any other machine-to-machine application. Such as rerouting to other PBX’s and Auto-dialer applications, for example.

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We also consider it unreasonable where you use the service to:

1. Menace or harass any person or injure or damage anyone or anything.

2. What a reasonable person would consider offensive or abusive.

3. Infringe another person’s intellectual property rights.

4. Misuse another person’s confidential information.

5. Infringe or commit an offense against any law, standard or code.

6. Send or receive instructions that could damage or injure somebody or something if implemented.

7. In a way that exposes either you or us to risk of prosecution or legal or administrative action under any law.  

8. Interfere with, disrupt or affect the availability or use of any other network or computer system.​