1About this Schedule
1.1 This Schedule applies when your Proposal or Quote includes Voice Services.
1.2 Capitalised terms not defined here have the meanings in the MSA or the Quote.
1.3 This Schedule forms part of the Agreement. If parts conflict and cannot be read together, the order of precedence is:
(a) the Pricing Schedule in the Quote
(b) the Scope and any Further Documents in the Quote
(c) this Voice Services – Service Schedule
(d) the MSA including its appendices.
2Service description and provisioning
2.1 We provide access to make and receive calls using the phone numbers listed in your Quote (each a Number) over our Voice Services.
2.2 We supply Voice Services as a reseller using one or more upstream carriage service providers (Third Party Providers). Conditions and limits that apply to those providers also apply to you under this Schedule.
2.3 If you request number porting, we will use reasonable endeavours to port your Numbers from your current provider. We do not warrant feasibility or success of a port.
2.4 If you request new Numbers, we will use best endeavours to provision them by the estimated date. Dates are estimates and time is not of the essence.
2.5 If an upstream provider cannot provision a required service, we may cancel the relevant order for Voice Services without liability and we will notify you.
3Numbering and regulatory requirements
3.1 Numbers are allocated under ACMA rules and recorded in the Integrated Public Number Database (IPND). You must provide accurate IPND information and update it when details change.
3.2 For nomadic VoIP and IP handsets, you must keep location information current when endpoints move.
3.3 You do not obtain any property right in a Number. We may alter or replace a Number to comply with the National Numbering Plan or an ACMA direction. We will give reasonable notice where practicable.
4Emergency access (000)
4.1 We enable access to 000 at no charge. 000 may be unavailable during a power outage, internet failure or equipment failure. You must maintain an alternative service such as mobile or fixed line.
4.2 If you provide or resell Voice Services to end users within your organisation, you must notify them in writing of the 000 limitations.
5Service levels
5.1 No binding service levels apply to carrier availability for Voice Services. Any targets in a Quote are indicative only. Failure to meet them is not a breach.
5.2 Our support SLA in the MSA applies to your support tickets.
6Your responsibilities
6.1 You are responsible for the security of your PBX, handsets, softphones, network and credentials.
6.2 You must use Numbers only for calls over the Voice Services and not modify, tamper with or relocate services without approval.
6.3 You are responsible for any charges owed to your previous or original supplier during transitions.
7Porting
7.1 Porting is subject to industry rules and supplier approval. We do not warrant feasibility or success.
7.2 You must not Port Out during the Minimum Period stated in your Quote. A Port Out during the Minimum Period or without required notice is an early termination and early termination charges apply.
7.3 We may charge porting, rejection and rescheduling fees. Common rejection reasons include name or number mismatch, active complex features or unpaid charges with the losing provider.
8Call plans, fair use and barred destinations
8.1 Monthly usage is billed at the rates and plan inclusions in your Quote. Unused inclusions do not roll over.
8.2 Fair Use. If usage is excessive or unreasonable or interferes with service to others, we may suspend, limit or terminate Voice Services.
8.3 International, premium and satellite calling are blocked by default unless you request enablement in writing. Rates for these destinations are as stated in the Quote and may vary with notice under the MSA.
9Charging and invoices
9.1 Timed calls are billed per second and rounded to the nearest cent.
9.2 We aim to invoice usage for a billing period in the next invoice. Delayed charges may appear later and remain payable.
9.3 Prices exclude GST unless stated otherwise in the Quote.
10Fraud, spend protection and suspension
10.1 You are responsible for all valid usage charges, including those arising from compromise of your environment.
10.2 We may suspend or restrict Voice Services, apply spend caps or require a security deposit where we detect or reasonably suspect fraud, automated calling, unusual usage or security compromise. We will notify you as soon as practicable.
11Maintenance and changes
11.1 Planned maintenance may occur between 10:00 pm and 6:00 am AWST. We will give at least 48 hours notice where practicable.
11.2 Urgent or emergency maintenance may occur at any time. We will notify you as soon as practicable.
12Faults, availability and liability
12.1 Voice Services depend on Third Party Providers, power and internet connectivity. We do not warrant uninterrupted or error free carrier availability.
12.2 We are not liable for delays in allocating or porting Numbers or for the use or misuse of 000.
12.3 Liability is otherwise as set out in the MSA, including exclusions, cap and claim period.
13Call recording and privacy
13.1 If you enable call recording, you are responsible for obtaining and maintaining all legally required notices and consents and for compliance with the Privacy Act 1988 (Cth) and any applicable surveillance or listening laws.
14CLI presentation and barring
14.1 We may enable or restrict CLI presentation consistent with ACMA rules.
14.2 On request we can bar premium services, international calling or other destinations. Changes may take up to one business day to apply.
15Termination and numbers
15.1 On termination you may Port Out active Numbers if your account is paid in full.
15.2 If you do not Port Out within 30 days after termination, Numbers may be disconnected and returned to the available pool.
15.3 Early termination charges, equipment recovery and any unpaid charges remain payable.
16Billing disputes and complaints
16.1 You must raise any billing dispute within 30 days of the invoice date with supporting details. Undisputed amounts remain payable by the due date.
16.2 Complaints and escalations follow the process in the MSA and the contact points listed in your Quote.
17Hardware and returns
17.1 Ownership of handsets and other customer premises equipment is as set out in your Quote.
17.2 Return merchandise authorisation, dead on arrival timeframes and return shipping are as set out in your Quote.
17.3 We may lock configuration to ensure service integrity. We will remove such locks on termination when all amounts are paid.
18Definitions (for this Schedule)
Call Plan means the plan and rates in your Quote.
IPND means the Integrated Public Number Database.
Number means a telephone number allocated to you for use with Voice Services.
Port Out means transfer of a Number to another provider.
Third Party Provider means an upstream supplier we rely on to provide Voice Services.