Service Schedule

6. Caller Line Identification (CLI)

• 6.1. The Customer may pass their valid originating number provided that:
  • i. The number is a valid Local Service Number as defined by ACMA, or is formatted in the globally recognized E.164 standard; and
  • ii. The Service associated with the number falls entirely within the administrative domain of the Customer or the Customer’s End User.
• 6.2. The Customer and their End Users must comply with the following guidelines:
  • i. CLI must be explicitly owned or authorized for use by the End User.
  • ii. CLI must correspond to a valid and allocated number assigned to the End User.
  • iii.CLI must comply with international dialling standards.
  • iv. CLI using 13/1300/1800/1900 numbers is not permitted.
• 6.3. The Customer and their End Users are required to comply with current and future CLI regulatory standards. Non-compliance may lead to Service disruptions or termination. Voipsol reserves the right to audit CLI usage for compliance.
• 6.4. For Customers subscribed to unlimited call packages, CLI support for outbound calls is not guaranteed.
• 6.5. The Customer must utilize an SMS-enabled phone number (e.g., a virtual mobile number) as the SMS sender ID (CLI) for sending outbound SMS messages.
• 6.6. CLI using text-based or alphanumeric SMS sender IDs is not available for SMS Services provided by Voipsol.
• 6.7. For some destinations, particularly international ones, SMS sender IDs may not be displayed as provided by the Customer and may be replaced with a shared number.

7. Rates, Charges, and Billing

• 7.1. Call charges and billing options are selectable through the Customer portal at https://pbx.voipsol.com.au/customer/auth/login
• 7.2. All other applicable fees and charges related to Services ordered by the Customer are published in the relevant sections of the Customer portal. Voipsol shall reserves the right to modify its pricing at its sole discretion. The Customer shall be notified by email of any changes to the pricing plans applicable to their subscribed Services.
• 7.3. Unless otherwise specified in the Service Order, fees for billing will be applied on a “per call” basis. Charges for each call shall be rounded up to the next highest billing increment, both in terms of time and monetary value. Timed calls will be billed with a minimum of 60 seconds per call, with increments of 60 seconds thereafter. Charges shall be rounded to the nearest cent.

8. Term and Commencement

• 8.1. The Voice Service and SMS Service will be provided for the term specified in the Service Order and the relevant Customer Information Sheet (CIS).
• 8.2. Upon the completion of the Service order through the Customer portal, Voipsol shall notify the Customer via email regarding the Service Completion, marking the Ready For Service (RFS) event. The date of this email will constitute the official RFS date.
• 8.3. The term of Service will commence on the RFS date, which is the first day on which the Services are made available for use by the Customer.

9. Service Usage and Payment

• 9.1. Voice minutes and SMS messages sent are considered Service usage and shall be charged to the Customer’s account post-termination of the call or SMS. Fixed-price Services related to the Voice Service are charged monthly in advance.
• 9.2. For Customers on a prepaid billing model, a positive account balance must be maintained at all times to facilitate automatic charges for recurring Service fees, call charges, and SMS charges.
• 9.3. The Customer is obligated to pay all fees as detailed in the Service Order.

10. Fault Reporting

• 10.1. Prior to reporting a fault to Voipsol, the Customer must take all reasonable steps to ensure that the fault is not caused by any Customer-owned equipment or within the Customer’s administrative domain.
• 10.2. Customers who utilize Voipsol-supplied Customer Premise Equipment (CPE) must ensure that the CPE is receiving the necessary power and cooling to remain operational.
• 10.3. Once the Customer has confirmed that the fault pertains to the Voice Service and/or SMS Service supplied by Voipsol, the fault must be reported to Voipsol immediately via phone or email at +61 3 8000 8108 or info@voipsol.com.au
• 10.4. If Voipsol determines that the fault is a result of the Customer’s equipment, Voipsol reserves the right to invoice the Customer a reasonable fee for the time spent diagnosing the fault.

11. Service Level Agreement

• 11.1. Voipsol provides the Voice Service and SMS Service with the following Service Levels:
  • a. Service Availability (%) 99.90% (per month).
• 11.2. Should in any given month the Voipsol Service not perform to the Service Level Agreement (SLA), Voipsol will provide the Customer with a Service Level Rebate. The rebate provided is listed in the following table:

• Aggregate Outage Minutes in Month during business hours 9 am – 8:30 pm (AET) Mon - Fri	< 45 min	< 135 min	< 300 min	> 300 min
  % of Monthly Recurring Charges Rebated	No Rebate	10%	15%	20%

12. Service Rebates

• 12.1. A Service rebate is redeemable solely as a credit to the Customer’s account, to be used towards future Service charges and usage for Voipsol Services.
• 12.2. The Service rebate is capped at 20% of the monthly recurring Service charges for the affected Service
• 12.3. To be eligible for a Service rebate, the Voice Service must fail to meet its Service Level Agreement (SLA).
• 12.4. If both the SMS Service and the Voice Service fail to meet their respective SLAs, the Service rebate may be extended to include the Monthly Recurring Charges (MRC) for the SMS Service. However, no rebate shall be applicable if only the SMS Service fails to meet its SLA while the Voice Service meets its SLA.
• 12.5. A Service Rebate Claim (SRC) must be submitted in writing within 5 Business Days from the date on which the fault is restored. Voipsol shall not consider any claims submitted after this period.
• 12.6. Voipsol shall review the event, calculate the applicable Service rebate, and apply the credit to the Customer’s account.
• 12.7. The Customer shall not be entitled to claim a Service rebate if Voipsol determines that the fault was caused by or contributed to, directly or indirectly, by:
  • i. Act or omission of the Customer.
  • ii. Failure of the Customer’s equipment.
  • iii. Failure of Services supplied by the Customer to the Voipsol Customer Premise Equipment (CPE).
  • iv. Fault entirely caused by a third-party supplier to Voipsol.
  • v. Occurrence during a scheduled maintenance session.
  • vi. Previous Service Rebate claim under a different Service Schedule for the same outage.
  • vii. Permitted suspension of Service by Voipsol.
  • viii. Result of a "force majeure" event.
• 12.8. Service Rebate Claims must be submitted via email to info@voipsol.com.au .
• 12.9. The Service level rebates outlined herein shall be the Customer’s sole remedy for any downtime in the Voice Service and SMS Service.
• 12.10. The Customer may request a Service outage report for outages lasting longer than 15 minutes. Service outage reports will be emailed to the Customer within 5 business days from the date of the request.
• 12.12.Service status updates and information about unscheduled Service outages are available at admin portal.

13. Scheduled Maintenance

• 13.1. Voipsol shall reserves the right to perform maintenance sessions to improve the efficiency of the Voice and SMS network, implement new features, and deploy software updates aimed at enhancing the user experience.
• 13.2. Voipsol shall conduct planned maintenance sessions during the allocated interval, which occurs on the 1st and 3rd Friday of every month from 10:00 PM to 2:00 AM AET on the following Saturday. During these sessions, there may be brief interruptions to the Service.
• 13.3. In the event that a planned maintenance session requires a time window exceeding the default scheduled interval or is of an emergency nature, Voipsol shall provide notifications via email to the technical and administrative contacts listed on the Service Order, or the primary email address entered in the billing account. Notifications will be sent in accordance with the schedule provided.
• 13.4. To receive notifications of scheduled maintenance, mass email notifications must be enabled on the billing account.

• Unpaid Invoice
  Consultative	As agreed by the	As agreed by the parties	As agreed by the parties
  Planned Major	Parties 5 Business days	> 240 mins	10pm-6am or anytime Saturday, Sunday
  Emergency	-	< 15 mins	10pm-6am

14. Availability of Call Routes

• 14.1. Voipsol does not guarantee that the Customer shall be able to make successful calls to every valid telecommunications number, as Voipsol does not control all aspects of the telephone network used to provide the Service.
• 14.2. Voipsol shall reserve the right to block or restrict calls to certain international destinations if such calls pose a real threat to the Voipsol network, its Customers, or national security.

15. Availability of Outbound SMS

• 15.1. Voipsol does not guarantee the successful delivery of SMS messages to every destination, as it does not control all aspects of the telephone network.
• 15.2. Voipsol shall reserves the right to restrict or block SMS messages to certain destinations if such messages pose a threat to the Voipsol network, its suppliers' networks, Customers, or national security. SMS messages that fail to comply with the regulatory requirements and laws of both the origin and destination countries, as well as any applicable international regulations, may be blocked.
• 15.3. Voipsol shall not provide a multimedia messaging Service (MMS) or support for sending bulk SMS messages. Bulk SMS Services are available exclusively through Voipsol’s third-party integration partners, Touch SMS and Edgility.

16. Availability of Recorded Calls

• 16.1. Voipsol offers recorded call storage as an additional Service on its equipment. This Service is not guaranteed to be flawless, and there may be instances of data loss. To protect their data, it is strongly recommended that the End User regularly backs up Call Recordings.
• 16.2. Call Recordings are stored according to the storage policy settings configured by the End User in the Customer portal. These settings may include automatic deletion of Call Recordings after a specified period. The End User also has the option to delete specific Call Recordings from the Customer portal.
• 16.3. Call Recording records shall be automatically deleted and cannot be recovered in the event of:
  • i. Account cancellation for any reason,
  • ii. Disabling the Call Recording Storage Service,
  • iii. Unsubscribing from the Call Recording Storage Service, or
  • iv. Non-payment of invoiced Services.

17. International call Rates

International call rates are subject to change without notice.

18. Proof of Usage

Your invoice will be calculated by reference to data recorded or logged by Voipsol. Records held and call-logging procedures adopted by Voipsol will be conclusive evidence of the usage of the Service and the charges payable by the Customer.

19. Emergency Service Calls

• 19.1. When you dial ‘000’ from the Voipsol Service, you shall be connected to Emergency Services. However, it is important to note that Voipsol’s Service may not be available in the event of a power outage, internet connection disruption, or if the hardware used to access the Service is faulty.
• 19.2. To ensure access to Emergency Services during unforeseen circumstances, it is strongly recommended that you maintain an alternative telecommunications Service, such as a cellular, fixed line, or satellite telephone connection.
• 19.3. It is illegal to relocate the Voipsol Service to a different destination without notifying Voipsol. You must promptly inform Voipsol of any changes to your address details to ensure that Emergency Service Calls are connected correctly.

20. Telecommunications Customer Service Guarantee Waiver

• 20.1. In accordance with Parts 5 of the Telecommunications (Customer Protection and Service Standard) Act 1999 (Cth) (The Act) and the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) (CSG), Voipsol shall proposes that customer can waive their rights and protections under the Customer Service Guarantee.
• 20.2. In return for this waiver, Voipsol shall agrees to provide you with significantly lower call costs and technical support, on the understanding that Voipsol is not required to meet the standards set forth in the Customer Service Guarantee.
• 20.3. By agreeing to waive the Customer Service Guarantee, customer forfeit the following protections and rights:
  • i. Damages for breach of performance standards, as per Section 116 of the Act.
  • ii. Time for payment of damages in the event of a breach of performance standards, as per Section 117A of the Act.
  • iii. Right of contribution, as per Section 118A of the Act.
  • iv. Guaranteed maximum connection periods, as per the CSG.
  • v. Guaranteed maximum rectification periods, as per the CSG.
  • vi. Information to be provided to Customers, as per the CSG.
  • vii. Making and changing appointments, as per the CSG.

21. Fair Use Policy

• 21.1. All Voipsol Services are covered by the Fair Use Policy. The Fair Use Policy is designed to protect the quality and integrity of Voipsol’s network.
• 21.2. It is prohibited to use Voipsol Service for inbound only traffic.

22. Security Deposit

• 22.1. Before providing any Services, Voipsol may require the Customer to pay a Security Deposit as a condition of Service commencement.
• 22.2. The Security Deposit shall be held by Voipsol as security for the payment of any amounts owed under this Agreement. If the Customer fails to pay any amount by its due date, Voipsol may deduct the unpaid amount from the Security Deposit to satisfy the Customer’s payment obligation.
• 22.3. If any portion of the Security Deposit is applied under Clause 22.2, the Customer must replenish the Security Deposit by paying Voipsol the deducted amount to restore the full Security Deposit.
• 22.4. Upon termination of this Agreement, or earlier if agreed between the parties, Voipsol shall return any unused portion of the Security Deposit to the Customer.
• 22.5. Voipsol may perform a credit reference check on the Customer before entering into a Service Order. The Customer authorises Voipsol to conduct all necessary inquiries to assess the Customer’s creditworthiness, which may include obtaining information from banks, credit agencies, and other financial institutions.

23. Service Termination

The Customer may request to terminate any of its Voice or SMS (IP) Services by giving 30 days written notice to Voipsol. For Services with an agreed minimum term, and where such term has not expired, the Customer will be liable to pay in full any remaining value of the agreed term.