Rejuvenate IT
IP Telephony
Terms of Service
Rejuvenate Group
IP Telephony – Terms of Service
1. Contents
2
Revisions
3
3
Provision of the VoIP Service
4
3.1
4
4
Telephone Number Porting
Call Termination
6
4.1
Fraud Prevention
6
4.2
Prohibited Traffic
6
4.3
Emergency Services Access
6
4.3.1 Limitations and Restrictions
6
4.3.2 Emergency Services Location Information
7
5
Service Commencement Date
8
6
Customer Obligations
9
7
Fault Response
10
8
Termination
11
9
Service Levels - Compensation
12
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Rejuvenate Group
IP Telephony – Terms of Service
2 Revisions
1.0
1.1
2.0
Changed Date
9-Feburary-2015
18-December-2015
09-June-2016
Changed By
Martin Yelland
Martin Yelland
Martin Yelland
Comments
Initial version
Updated for Change in ADR Provider
Updated for General Release
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Rejuvenate Group
IP Telephony – Terms of Service
3 Provision of the VoIP Service
3.1 To obtain the VoIP Service, the Customer must:
a) have an operational Broadband line of at least 5Mbps, or which a
minimum of 2Mbps can be dedicated to VoIP Telephony. Or;
b) order a broadband service with Rejuvenate over which to run the VoIP Service.
c) Have a geographic telephone number (01, 02) ready to port into the Rejuvenate VoIP Service,
or;
d) order a new geographic number from Rejuvenate for use with the service.
e) Have VoIP Hardware or Software compatible with the SIP Protocol, or;
f)
3.1
Order VoIP Hardware from Rejuvenate for use with the VoIP Service.
Telephone Number Porting
3.1.1 Number portability enables end users to retain their telephone number(s) when they change their
Communications Provider (CP).
Geographic Number Portability (GNP) allows a customer of one Communications Provider (the Losing
Communications Provider (LCP) to become a customer of another Communications Provider (the
Gaining Communications Provider (GCP) whilst retaining the same geographic telephone number(s).
This requires the Range Holder (RH) to route calls to the GCP for them to deliver calls to the end-user.
A ported number never actually leaves the RH, calls are effectively forwarded to the GCP.
To enable GNP there must be a commercial agreement in place between the GCP and the RH and
the technical interconnect to enable calls to be routed.
In all instances only the number will be ported not the service, the LCP will cease the access line and
removed all associated services (for example, Broadband) at the time of port.
3.1.2 It is the customer’s obligation to ensure that the LCP has ceased and stopped billing for the service.
3.1.3 The GCP will provide the customer with the agreed services when the number is ported to their
network. The number must be in use and working to be portable, if service has been suspended for
any reason (for example, bad debt) this will prohibit portability.
3.1.4 Rejuvenate is regarded as the GCP in the context of porting.
3.1.5 We have porting agreements with a number of CPs to port many geographic ranges.
Presently we can port geographic numbers from the following CPs:
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BT
Vodafone (Thus)
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Rejuvenate Group
IP Telephony – Terms of Service
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Vodafone (C&W)
Vodafone (Energis)
Vodafone (Your Communications)
Gamma Telecom (inc. hosted clients who have delegated porting)
Magrathea Telecom (inc. hosted clients who have delegated porting)
Telephony Services (inc. AQL, Gradwell and hosted clients who have delegated porting)
Invoco
Virgin Media (inc. Eurobell)
BSkyB
GCI
Edge Telecom
Invomo
TalkTalk
Spitfire
Voxbone
Colt Technology Services
Orbtalk
Level 3 Communications / Global Crossing
Wavecrest UK Ltd
Verizon
VoIP Unlimited
3.1.6 Port requests are charged at £40 per number per port attempt.
3.1.7 Charges are capped at £100 for single ports of a large range of numbers. If a port request is
rejected there will be a charge of £40 per resubmission.
3.1.8 Date changes and cancellations are charged at £40 per submission.
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Rejuvenate Group
IP Telephony – Terms of Service
4 Call Termination
4.1
Fraud Prevention
The sad fact is Telecom Fraud is on the increase and some estimate it to cost the industry $46 Billion
Dollars according to the Communications Fraud Control Association (CFCA).
Fortunately, we have yet to see any form of fraudulent activity on our service, as we implement tight
security policies and manage most aspects of the system end-to-end.
After special consideration and in the interest of our customers, there are certain numbers that we block on
our network that we believe have been linked to fraud. We only block numbers that have proven to have
links with fraud. Not area codes. This restriction can be lifted if requested.
To help customers keep track of calls, our software platform automatically tracks the approximate cost of all
calls made on the platform, and makes the estimated cost available to the user in the portal, allowing the
user to identify higher than normal spending patterns.
If a significant increase in spend is detected, outbound calls as immediately barred and the Operations
Team notified. This simple feature has helped many clients identify abnormal spending and unauthorised
use of premium rate numbers.
4.2
Prohibited Traffic
Rejuvenate operates purely in the premium, quality end of the market and primarily do not want one or a
handful of clients degrading our network for our other clients. We take complete pride in providing a high
quality service/network. Secondly we have regulatory commitments to adhere to. If your traffic meets one of
the following conditions below we will be unable to assist you:
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4.3
High Volume, Automated/Predictive Diallers
Low ASR/ACD (i.e a minimum of 50%/50 seconds respectively is required) - including data
clensing and short call durations
AIT (Artificially Inflated Traffic)
Emergency Services Access
Our IP Telephony Solution provides end user access to Emergency Services Access numbers including
101, 999, 911 when the system is used with telephone numbers provided by Rejuvenate.
Where Rejuvenate provide SIP Trunking with no Inbound Number (Eg. Wholesale Termination),
Emergency Services Access is NOT available.
4.3.1
Limitations and Restrictions
The service includes a E999 Component. This does not have the same functionality or availablility as
traditional fixed line services.
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Rejuvenate Group
IP Telephony – Terms of Service
4.3.2
Emergency Services Location Information
When an Emergency Services call is made of the service, we transmit address information to the BT
Emergency Handling Authority. This information is collected during the initial activation of the service. It is
the end user’s responsibility to inform Rejuvenate of any changes to the handset location.
Emergency Service Location Information Updates are charged at £5 per Update.
Any enquiry by the EHA in relation to a 999 call on your account with that is incorrect will be charged at
£150.
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Rejuvenate Group
IP Telephony – Terms of Service
5 Service Commencement Date
5.1 The Service Commencement Date for the VoIP Service will be the date that Rejuvenate notifies the
Customer that the VoIP Service is ready for use.
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Rejuvenate Group
IP Telephony – Terms of Service
6
Customer Obligations
6.1 The Customer shall and shall procure that Users (or anyone having access to the VoIP Service):
a) keep security information provided by Rejuvenate confidential and secure.
6.2 Rejuvenate will not be liable if a Third Party:
a) gains access to the Customer's VoIP Service, the Customer's computer or other related
equipment;
b) gains access to, destroys or distorts any data or information held by the Customer or about the
Customer held by Rejuvenate.
6.3 The customer remains liable for any calls made on their account.
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Rejuvenate Group
IP Telephony – Terms of Service
7
Fault Response
7.1 Rejuvenate will clear a fault with the VoIP Service in accordance with the fault response set out
below, provided that for any period of time that by reason of the following Rejuvenate is unable to
comply with its obligations for fault repair, the clock shall be stopped and that period of time shall
not be included in the calculation of the 40-clock hour period:
a) a Rejuvenate Representative not having access to the Site at the agreed appointment time. The
clock will be restarted at the next agreed appointment time where the Rejuvenate Representative
is able to have access at the Site;
b) the Customer is unavailable to respond to enquiries from Rejuvenate. The clock will be restarted
when Rejuvenate receives the required response to the enquiries from the Customer; and
c) where there is an action caused by the Customer or the Third Party that directly causes
Rejuvenate to be unable to comply with such obligations. The clock will be restarted when such
an action is rectified.
7.2 For the avoidance of doubt, there will be no fault with the VoIP Service where the Customer is
unable to use the VoIP Service as a result of a fault, suspension or disconnection on a Broadband
Service not supplied by Rejuvenate.
Fault Type
Fault Response
Issues with Outbound Calls
Rejuvenate will clear the fault within 2 clock hours of receipt of the fault
report.
If an engineering visit by Rejuvenate to a Site is required, then Rejuvenate
will respond during normal Working Hours.
Issues with Inbound Calls
Rejuvenate will clear the fault within 2 clock hours of receipt of the fault
report.
If an engineering visit by Rejuvenate to a Site is required, then Rejuvenate
will respond during normal Working Hours.
Issues with Internal Calls
Rejuvenate will clear the fault within 2 clock hours of receipt of the fault
report.
If an engineering visit by Rejuvenate to a Site is required, then Rejuvenate
will respond during normal Working Hours.
Issues with Hardware
If equipment is damaged, the customer will be required to purchase a
replacement unit. This will be installed as soon as possible, usually within 2-3
days.
If an engineering visit by Rejuvenate to a Site is required, then Rejuvenate
will respond during normal Working Hours and the visit will be covered by
any existing support agreement or account balance. If the customer does not
have a support agreement, the visit will be chargable at the standard hourly
rate.
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Rejuvenate Group
IP Telephony – Terms of Service
8
Termination
8.1 Termination of the VoIP Service must be submitted in writing by an authorised representative of
the customer.
8.2 Notice of termination must specify the date the service is to be terminated and
8.3 Instructions on the routing of the service telephone numbers after termination.
8.4 If routing instructions are not provided, the telephone number will be made inactive and no longer
receive calls.
8.5 Rejuvenate will terminate the VoIP Service in accordance with the standard industry practices.
8.6 Rejuvenate will accept any valid porting request to transfer the number to another operator so
long as the account is in good standing and free from outstanding debt.
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Rejuvenate Group
IP Telephony – Terms of Service
9
Service Levels - Compensation
9.1 If Rejuvenate does not clear a fault with a VoIP Service within the period defined in Section 7 of this
document, then subject to any limitation set out in this Agreement, the Customer shall be entitled to
claim 7.5% of the monthly Rental Charge. Any such payment will be credited to the Customer's
invoice unless the VoIP Service has been terminated, in which case a payment will be made.
9.2 Rejuvenate shall have cleared a fault for the purposes of section 7 of this document if:
1) the fault has been corrected by Rejuvenate and Rejuvenate has notified the Customer; or
2) Rejuvenate has investigated the fault and the initial fault testing indicates that a fault is not
found and Rejuvenate has notified the Customer of this result.
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