Subscription Payment Terms:

1. Plans are supplied as fixed-price prepaid subscriptions for Cloud PBX, VoIP, VPS, and hosted services. Bundled plans do not include detailed call logs unless otherwise stated.

2. Card payment is the only accepted global payment method. Processing fees may vary between 0% and 2% depending on the financial institution and exchange rates.

3. All billing is fully automated via debit to reduce administration and maintain competitive pricing. Clients must maintain a valid and active payment card on file at all times.

4. Failed or dishonoured debits incur a $25 administration fee. Invoices are generally issued during the first week of the billing cycle, with debit processing occurring approximately two days later. Failed payments may automatically retry after several days, with email notifications issued throughout the process.

5. Accounts with unresolved payments may be automatically suspended until payment is verified or updated card details are received. Standard automated reconnection is free and may take between 2 and 48 hours depending on payment clearance times.

6. Urgent or manual reconnection requests incur a $90 administration and support fee and require proof of payment prior to restoration.

7. Cloud PBX services are billed by full calendar month only and are not prorated. Provisioning changes must be submitted before the next billing cycle on the 1st of the month, as retrospective credits are not provided.

8. Accounts unpaid for extended periods may have PBX call flows and hosted configurations removed after two months unless alternative arrangements have been approved in writing by our accounts department.

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Technical Support – Free & Chargeable Services:

1. For the fastest support, please email our support team to create a ticket rather than calling. This provides a traceable record and allows faster assistance with ongoing issues.

2. Standard response times are typically under 4 minutes, though after-hours responses may take up to 4 hours.

3. Major outage and maintenance updates are published on our NET STATUS page.

4. Fixed plan pricing includes your hosted PBX platform, site and extension licensing, bundled calling, and technical support for PBX connectivity and call flow changes. End-user administrative tasks such as user management, call reports, recordings, speed dials, and handset key programming are not included; however, self-service instructions are available from support upon request.

5. MSA-inclusive support covers standard Monday to Friday business hours.

6. Optional 24/7 after-hours support for critical PBX outage matters is available at $240 per hour, billed in one-hour blocks.

7. Non-MSA or out-of-scope support requests are billed at $90 per 30-minute block.

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Uptime SLA:

1. Our SLA guarantee is 99.99% uptime for our hosted services, measured monthly. This covers the availability of your hosted telecommunications services, virtual machines, and network connectivity across our multiple nationwide data center locations.

2. This is achieved through fully redundant infrastructure, multiple carrier paths, enterprise-grade clustering with automatic failover, and proactive 24/7 monitoring.

3. For corporate SLA contracts, in the rare event service availability falls below 99% within a calendar month, we will provide a service credit equal to one day of hosting fees for each full percentage point below the SLA target, up to a maximum credit of ten days’ hosting fees.

 

Security:

1. All hosted environments are protected by redundant enterprise-grade firewalls and multi-layered intrusion prevention systems. Access is secured through strict zone-based security policies, allowing safe remote connectivity from anywhere in the world while keeping your environment isolated from unauthorised traffic.

 

Data Protection & Backup Infrastructure:

1. Your server data and call logs are protected by our enterprise-grade backup infrastructure, including redundant geographically distributed backups and automated daily snapshots designed for rapid recovery with minimal to no data loss.

2. Backups are retained for 30 days by default unless alternative retention policies are requested, helping ensure your critical systems remain protected and recoverable at all times.

 

Provisioning:

1. Clients with existing computers and compatible headsets can typically be provisioned within 1–3 business days.

2. Where hardware such as desk phones or headsets is required, shipping and delivery may take up to two weeks.

3. Our technicians fully configure your hosted PBX environment, including call flows, IVRs, queues, voicemail-to-email, inbound and outbound routing, and browser-based management tools. We also remotely configure your desk phones and softphones to best suit your business requirements using your feedback as guidance, providing a fully managed and stress-free setup experience.

4. As PBX services operate over VoIP and internet connectivity, a stable internet connection of at least 10Mbps is recommended.

5. VPNs, static IP addresses, and IT port forwarding are not required for our smart self-routing solution. The platform is designed to operate reliably across standard internet connections.

6. We recommend PC-based softphones for ease of use, copy-and-paste dialling, hands-free operation, and reduced desk space.

7. Services are supplied for commercial use only. Residential services are not offered. Minimum account requirements are 10 extensions or a minimum monthly spend of $500.

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Contracted plans:

1. Contracted plans are typically supplied on a 24-month term. Early cancellation may incur prorated exit fees on any supplied hardware or subsidised equipment.

2. At the end of the contract term, clients are encouraged to review our website for updated plans and available renewal pricing.

 

Termination (PBX or User removal):

Users:

1. Please provide sufficient notice prior to the next billing cycle for any user or service disconnections, as deprovisioning may include the removal of software and hosted configurations from user devices.

​Steps >

1. To remove a user, please submit a request to our support team and provide access to the user’s PC for softphone removal, or have your internal IT team complete the uninstall process.

2. Once we confirm the user is no longer attempting to connect to the PBX, the extension can be safely removed from our platform and later reassigned to future staff if required.

3. As an alternative, “blocking” can be applied where a former user is no longer contactable or immediate removal is not possible. This process incurs a $90 support fee due to the manual security filtering required to suppress ongoing authentication alerts while maintaining accurate monitoring for legitimate user connection issues.

4. To avoid unnecessary fees and maintain optimal PBX security monitoring, we recommend planning user removals before staff departures wherever possible.

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Full PBX cancellation to close an account:

1. Management or authorised account representatives must provide a minimum of 30 days’ written notice to cancel services.

2. This notice period allows time to finalise billing, arrange number diversions, and prepare any required documentation for transfer to another carrier or provider.

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Keeping your numbers, the porting process:

1. We can supply new numbers globally and port existing numbers from most carriers. Porting fees and timeframes vary depending on the carrier, country, and whether services operate on VoIP or legacy PSTN/ISDN infrastructure.

2. For urgent activations, temporary diversions to replacement numbers may be provided while presenting your existing caller ID during porting. If a port fails, caller ID masking must cease in accordance with telecommunications regulations until the issue is resolved with your current carrier.

3. In rare cases, ports may fail due to carrier disputes or regulatory complications outside our control. Any escalation must be handled directly by the client with the relevant telecommunications authority, such as the TIO, ACMA, or FCC.

4. Clients may also port numbers away from our network at any time through a standard port-out process.

5. A diversion fee of $90 per number for up to 3 months may apply during port-out transitions. Additional surcharges may apply to toll-free numbers.

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Surcharges for unreasonable use under our Fair play guidelines:

1. Our fixed-price 3-extension plans are monitored using voice recognition and concurrent call analysis. Extensions identified as being shared across multiple users may incur additional licensing charges without notice. Extensions must not be shared between users.

2. Services must not be used in an unreasonable, fraudulent, or network-disruptive manner, including resupplying services without consent, mass auto-dialling, telemarketing, or continuous 24/7 operation.

3. Calls to 1800, 13, 1300, 008, and similar special service numbers are not included in unlimited landline and mobile call plans and are billed separately.

4. Different contention ratios and fair-use limits may apply depending on the selected call plan. Please contact sales for further details.

5. Unlimited call plans are intended for a maximum of 11 business hours of daily usage. Excessive usage may result in plan review, additional charges, or temporary suspension pending a suitable plan upgrade.

6. Usage exceeding standard fair-use allowances may incur additional monthly fees, including:

7. $25 per month for extended daily usage exceeding standard business-hour allowances.

8. Additional telemarketing or manual outbound dialling usage fees of $25 per month for up to 12-hour operation or $50 per month for 24-hour operation.

9. To avoid automated service suspension or overuse restrictions, clients should advise us of their intended usage requirements prior to service activation.

 

Unauthorised conduct that may result in service suspension or disconnection:

1. Services must not be used for unauthorised resale, white labelling, commercial exploitation, traffic aggregation, caller ID spoofing, call rerouting designed to disguise the originating party, auto-dialling systems, activity that exploits bundled or unlimited call plans.

2. Only approved software, handsets, and equipment may be connected to our network.

3. Services must not be used to harass, threaten, abuse, injure, or damage any person, organisation, or property, or in any manner considered offensive, unlawful, or disruptive by a reasonable person.

4. Clients must not infringe intellectual property rights, misuse confidential information, breach any applicable law, regulation, standard, or code, or transmit material that could cause harm if acted upon.

5. Services must not be used in any way that exposes either party to legal, regulatory, or administrative action, or that interferes with, disrupts, or impacts the availability or operation of any network, system, or service.