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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.

 

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.

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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, strictly commercial solutions only that require a minimum spend of $500 per month to hold an account.

 

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 diverts can be placed during the process at a fixed fee to avoid missing out on any business calls.

 

Support and 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: Call reports, Recordings, Speed dials, Phone key assignment. Ask Support for our easy instruction links.

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.

 

Payment Terms:

1. Billing systems are fully automated direct debit to keep manual administration down for better value customer pricing.

2. Credit & Debit Cards are accepted as the only means of payment. Transaction fees vary from 0 to 5% depending on financier.

3. Dishonour or failed debits incur a $25 fee. Expired card fees are reimbursed by phone or fax update. Never email card details.

4. Invoices are issued in the first week, debited 4 days later, email notice on fail, debit retry again 3 days later, email on fail.

5. Account suspension occurs a week later, you may need to contact us with payment or card updates for reconnection.

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

7. Instant reconnection comes with a minor $50 manual administration and support fee, accompanied by your payment receipt.

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

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

10. Cloud PBX services are only supplied in full calendar month billing cycles, not by day or week pro rata breakdowns.

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

 

Contracted plans:

1. Contracted 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 contract periods to renegotiate your plan based on any new ones available.

 

Termination:

1. 30 days' notice is required in writing by your CEO or Management to cancel a service. This company policy is designed for the purpose of consolidating your final bill and setting up diverts and Port out documents for your move to another carrier.

2. Your original numbers can be taken with you at no charge from us and we will assist in the transition to minimize downtime.