This Service Attachment is a part of your Agreement with Unified Calling that includes the terms and conditions agreed by the Parties under which Unified Calling will provide to the Customer the Unified Calling Cloud System and/or Services.
1. Service Overview
The Services are a cloud-based unified communications service that includes enterprise-class voice, fax, call handling, mobile apps, and bring-your-own-device (BYOD) capability that integrates with a growing list of applications.
The Services include:
- Voice Services, including extension-to-extension calling and the ability to make and receive calls to and from the public switched telephone network (PSTN).
- Video and audio-conferencing service, including screen sharing.
- Collaboration Tools, including One-to-One and Team Chat, File Sharing, task management, SMS/Texting (where available) and other innovative tools.
The Services may be accessed from a variety of user End Points, including IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
2. Unified Calling Purchase Plans
A. Tiers of Service.
The Services are made available in several pricing tiers, which are described more fully at Unified Calling Plans & Pricing.
Payment conditions and negotiated feature sets or prices set forth in Customer’s Agreement with Unified Calling, will govern over published rates.
While Unified Calling offers unlimited monthly plans for some of its products and services, Unified Calling Services are intended for regular business use. “Unlimited” use does not permit any use otherwise prohibited by the Acceptable Use Policy, including trunking, access stimulation, reselling of the Services, etc.
B. Minute and Calling Credit Bundles.
Each Unified Calling Cloud System plan includes a number of Toll Free minutes per each user, per month, which are pooled to create a single allotment of Toll Free minutes available for the entire account. Bronze/Silver/Gold/Platinum tier Unified Calling Cloud System plans include a monthly allotment of 100/1000/2500/10000 toll free minutes per user, respectively. Overage charges of 3.6¢ per minute apply to calls made in excess of allotment.
International Calling Credit Bundles can be purchased in addition to any base amount included with the purchased tier. International External Calls are charged against Calling Credits on the Account per destination rates, or as overage once Calling Credits are exceeded. Outbound calling rates will be applied based on the rate in effect at the time of use.
Extension-to-Extension Calls within the Customer account never incur any usage fee and are unlimited, except to the extent that such calls are forwarded to another number that is not on the Customer account.
Additional Calling Credits may be purchased through the Auto-Purchase feature, which can be selected for automatic purchase in various increments on the Administrative Portal. Auto-Purchase is triggered when the combined usage of all End Users on an Account exceeds the total Calling Credits or when End Users make calls with additional fees (e.g., 411).
Minute Bundles and Calling Credit Bundles expire at the end of month and cannot roll over to the following month. Auto-Purchased Calling Credits expire twelve (12) months from date of purchase. Bundles may not be sold, transferred, assigned, or applied to any other customer.
C. Enhanced Business SMS Allotment and Pricing.
SMS bundles are available for purchase at discounted prices.
3. Operator Assisted Calling, 311, 511 and other N11 Calling
Unified Calling does not support 0+ or operator assisted calling (including, without limitation, collect calls, third party billing calls, 900, or other premium line numbers or calling card calls). The Services may not support 211, 311, 411, 511 and/or N11 calling. To the extent they are supported, additional charges may apply for these calls.
4. Directory Listing Service
Unified Calling offers directory listing (the “Directory Listing Service”). If Customer subscribes to the Directory Listing Service, Unified Calling will share certain Customer Contact Data with third parties as reasonably necessary to include in the phone directory (“Listing Information”). This information may include, but is not limited to, Customer’s company name, address, and phone numbers. Customer authorizes Unified Calling to use and disclose the Listing Information for the purpose of publishing in, and making publicly available through, third-party directory listing services, to be selected by Unified Calling or third-party service providers in their sole discretion. Customer acknowledges and agrees that by subscribing to the Directory Listing Service, Customer’s Listing Information may enter the public domain and that Unified Calling cannot control third parties’ use of such information obtained through the Directory Listing Service.
- Opt Out. Customer may opt out of the Directory Listing Service at any time; however, Unified Calling is not obligated to have Customer’s Listing Information removed from third-party directory assistance listing services that have already received Customer’s information.
- No Liability. Unified Calling will have no responsibility or liability for any cost, damages, liabilities, or inconvenience caused by calls made to Customer’s telephone number; materials sent to Customer, inaccuracies, errors or omissions with Listing Information; or any other use of such information. Unified Calling will not be liable to Customer for any use by third parties of Customer’s Listing Information obtained through the Directory Listing Service, including without limitation the use of such information after Customer has opted out of the Directory Listing Service.
5. Unified Calling Cloud System
Unified Calling provides a single communications system to companies that have offices around the world, offering localized service in countries for which Unified Calling Cloud System is available.
This section sets forth additional terms and conditions concerning Unified Calling’s Universal for customers that subscribe to it.
- Emergency Service Limitations for Unified Calling Cloud System.
Unified Calling provides access to Emergency Calling Services in many, but not all, countries in which Unified Calling Cloud System is available, allowing End Users in most countries to access Emergency Services (911 in the United States and Canada, 112 in the United Kingdom and throughout the European Union, and any other applicable Emergency Services number). Emergency Services may only be accessed within the country in which the Digital Line is assigned, e.g., an End User with a Digital Line assigned in UK may dial Emergency Services only within UK. Access to Emergency Calling Services in Unified Calling countries, where available, is subject to the Emergency Calling & Services Policy.
Customer must make available and will maintain at all times traditional landline and/or mobile network telephone services that will enable End Users to call the applicable Emergency Services number. Customer may not use the Unified Calling Services in environments requiring fail-safe performance or in which the failure of the Unified Calling Services could lead directly to death, personal injury, or severe physical or environmental damage.
- Unified Calling Cloud System Provided Only in Connection with Home Country Service.
Unified Calling provides Unified Calling Cloud System only in connection with Services purchased in the Home Country. Unified Calling may immediately suspend or terminate Customer’s Unified Cloud System if Customer terminates its Digital Lines in the Home Country. All invoicing for the Unified Calling Universal Services will be done in the Home Country on the Customer’s Account, together with other Services purchased under this Agreement, using the Home Country’s currency. Customer must at all times provide a billing address located in the Home Country. Unified Calling will provide all documentation, licences, and services in connection with the Unified Calling Cloud System in English; additional language support may be provided at Unified Calling’s sole discretion.
- Primary Place of Use of Unified Calling Cloud System
Customer represents and warrants that the primary place of use of the Unified Calling Cloud System will be the country in which the Digital Line is assigned, e.g., an End User with a Digital Line assigned in UK will primarily use that Digital Line in UK.
- Relationships with Local Providers.
In connection with the provision of Unified Calling Cloud System, Unified Calling relies on local providers to supply certain regulated communication services; for example (i) for the provision of local telephone numbers within local jurisdictions; (ii) to enable you to place local calls within local jurisdictions; and (iii) to enable you to receive calls from non-Unified Calling numbers on Customer’s Unified Calling Cloud System telephone number(s), by connecting with the local public switched telephone network. Customer hereby appoints Unified Calling as Customer’s agent with power of attorney (and such appointment is coupled with an interest and is irrevocable during the Term) to conclude and enter into agreements with such local providers on Customer’s behalf to secure such services. Unified Calling’s locally licensed affiliates provide all telecommunications services offered to Customer within the countries in which such affiliates are licensed; in some cases, Unified Calling may obtain services from locally licensed providers on Customer’s behalf. Unified Calling is responsible for all contracting, billing, and customer care related to those services. Customer is responsible for providing Unified Calling with all information necessary for Unified Calling to obtain numbers in countries.
- Additional Services.
Unified Calling offers add-on services for Unified Calling Cloud System (where available), which are described on the MicroSoft Teams Service Description Page. Additional terms or charges may apply, depending on the selected features.
6. Bring Your Own Carrier (BYOC) Services
Unified Calling offers a software-as-a-service in which customers provide and maintain their own local telecommunications services, which may be connected to Unified Calling’s Cloud System, video conferencing and team messaging services. BYOC and additional terms are described and available at Bring Your Own Carrier (BYOC) Page.
7. Definitions
Terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement. For purposes of this Service Attachment, the following terms have the meanings set forth below:
A. “Digital Line” means a phone number assigned to an End User or a specifically designated location (e.g., conference room) and the associated voice service for inbound and outbound calling that permits the End User generally to make and receive calls to and from the public switched telephone network as well as to and from other extensions within the same Account.
B. “End Point” means an application or device through which any End-User might access and/or use any of the Services, including without limitation IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
C. “Extension-to-Extension Calls” means calls made and received between End Points on the Customer Account with Unified Calling, regardless of whether the calls are domestic or international.
D. “External Calls” means calls made to or received from external numbers on the PSTN that are not on the Customer Account with Unified Calling.
E. “Home Country” means Canada or the country that is otherwise designated as Customer’s primary or home country in the Order Form.