These Service Specific Terms apply to Hosted VoIP services supplied by Plum Networks. They are intended to be read together with Plum Networks’ General Terms & Conditions and the applicable Order. Where there is any conflict, the order of precedence below applies.
Hosted VoIP – key points
A simple guide to the main things you should know before taking a Hosted VoIP service. This is a summary only — the full Service Specific Terms, General Terms & Conditions and Order contain the detailed contractual terms.
| Key point | In simple terms |
|---|---|
| Your service | Your Order sets out the Hosted VoIP service, users/connections, numbers, equipment, circuits, tariffs, minimum term and any agreed service levels. |
| Service suitability | Hosted VoIP depends on suitable connectivity, power, equipment and third-party networks. Plum Networks will normally complete the necessary survey and testing before provisioning. |
| Emergency calls | Emergency calling is supported, but location information and availability can depend on the installation address, internet connection, power and the equipment being used. Customers should understand the emergency-calling limitations before relying on the service. |
| Connectivity | Call quality depends on the connectivity supporting the service. Using the same bandwidth for other traffic may affect voice quality. |
| Equipment | Your Order will explain which phones, routers, circuits or other equipment Plum Networks supplies, leases or supports. Customer-provided equipment must meet the applicable requirements. |
| Security | Keep usernames, passwords and access details secure. Customers are responsible for preventing unauthorised use of their equipment and service. |
| Fraud and unusual use | Fraudulent, unlawful, abusive or unusual use may result in suspension or other protective action. Charges arising from unauthorised use may remain payable where permitted by the Agreement. |
| Numbers | Telephone numbers and presentation numbers are allocated for use with the service; they are not owned by the Customer. Number porting is subject to applicable rules and third-party arrangements. |
| Service levels | Where an SLA is included, response, restoration and availability targets apply subject to the exclusions and dependencies set out in the full terms. |
| Price and calls | Your Order and Pricing Terms set out recurring charges, call charges and other applicable fees. Third-party charges and engineering visit charges may also apply. |
| Changes | Plum Networks may make operational or technical changes where permitted by the Agreement, while aiming to avoid materially reducing the service. |
| Ending the service | Minimum terms, migration/porting, cessation and any early termination or third-party charges are dealt with in the Order and full terms. |
Please read the full Hosted VoIP Service Specific Terms before accepting an Order. If anything is unclear, ask us — we would rather explain it than leave you guessing.
1. Agreement and Term
1.1 Each Order between the Customer and Plum Networks incorporates the General Terms & Conditions and these Service Specific Terms (together, the Agreement).
1.2 If there is an inconsistency between the provisions of the Agreement, the following order of precedence applies, with 1 having the highest precedence: (1) any agreed amendment or Amendment Notice; (2) the Order; (3) these Service Specific Terms; (4) the General Terms & Conditions.
1.3 The Service Minimum Period for each Subscribed Service is as stated in the relevant Order.
2. Equipment and Site Requirements
2.1 Plum Networks will use reasonable endeavours to deliver Equipment within the estimated period advised to the Customer. The period begins when Plum Networks has received the instructions and information reasonably required to fulfil the Order. Time is not of the essence.
2.2 The Customer is responsible for providing reasonable delivery instructions and preparing the Site for installation.
2.3 Unless otherwise agreed in the Order, the Customer is responsible for the cost of any connection to the PSTN, additional lines, or other third-party infrastructure required to provide the service.
2.4 The Customer must provide suitable mains power and environmental conditions for Equipment in accordance with the manufacturer's published requirements and applicable electrical and safety requirements.
2.5 The Customer is responsible for any infrastructure required to meet the manufacturer's power, environmental or installation requirements unless the Order states otherwise.
2.6 Equipment, whether supplied by Plum Networks or the Customer, must be used in accordance with applicable manufacturer instructions, safety requirements and security procedures. Equipment must be configured so far as reasonably practicable to prevent fraudulent, unlawful or unauthorised calls.
2.7 If Plum Networks identifies unsupported or incompatible equipment connected to the Subscribed Service, it may require the Customer to remove or replace that equipment.
2.8 Depending on the Order, the Customer may need suitable IP phones or softphones, an IP Access Circuit and associated data equipment such as routers and switches before the service can be commissioned.
2.9 The Customer remains responsible for security measures relating to Customer-controlled Equipment and systems.
3. Provision of Services
3.1 Plum Networks is not obliged to provide a Subscribed Service until the necessary survey, testing and service-establishment checks have been completed and Plum Networks has determined that the service can reasonably be provided.
3.2 If Plum Networks identifies a material limitation affecting provisioning, or determines that the Subscribed Service cannot be provided, it will notify the Customer and may cancel the affected service without charge unless the Order expressly provides otherwise.
3.3 Plum Networks may rely on information supplied by the Customer when determining Charges, technical requirements and service availability. The Customer must ensure that such information is accurate and not misleading.
3.4 Subject to these Terms, Plum Networks will use reasonable endeavours to provide the Subscribed Service.
3.5 The service may depend on third-party carriers, network operators, connectivity providers, equipment manufacturers, hosting providers and other suppliers. Plum Networks cannot guarantee matters outside its reasonable control and will use reasonable endeavours to investigate and rectify service faults.
3.6 The Customer acknowledges that the service may be limited, unavailable or disrupted by events including power failure, internet/connectivity failure, network congestion, faults, interference, third-party carrier issues, planned maintenance or other events beyond Plum Networks' reasonable control.
3.7 Emergency calling may be affected by power, internet connectivity, customer equipment and the location information available to emergency organisations. Location information may be based on the registered installation address and may not identify the caller's actual location. The Customer must provide the emergency operator with accurate location information when requested.
3.8 The Customer should maintain an appropriate alternative means of making emergency calls where its circumstances require continuity of emergency calling.
3.9 Plum Networks may introduce, amend, upgrade or retire Service Features and make reasonable operational or technical changes where necessary to maintain, improve or secure the service, provided that it does not materially reduce the agreed service without the rights or notice required under the Agreement.
3.10 Service Features that have not been activated within the period specified by Plum Networks may be withdrawn where reasonable notice is given or where permitted by the Order.
3.11 The Customer acknowledges that using bandwidth allocated to the Subscribed Service for other purposes may materially affect call quality and availability.
3.12 Where a broadband or IP access element is included, actual speeds depend on the relevant network, line capability, local availability and other technical factors. Advertised maximum speeds are not guaranteed.
3.13 The Customer must remove any Incompatible Services before receiving the Subscribed Service where Plum Networks reasonably requires this.
3.14 Where Line Rental is included, calls that are required under the Order to use Plum Networks' Network must be routed accordingly.
3.15 The Customer will indemnify Plum Networks against losses reasonably incurred as a direct result of the Customer's breach of clause 3.14, subject to the liability provisions of the Agreement.
3.16 The Customer consents to Plum Networks and its third-party suppliers carrying out reasonable quality checks concerning site visits, installation, service and support, including for management and training purposes, subject to applicable data protection requirements.
4. Customer Obligations and Acceptable Use
4.1 The Customer must not use the Subscribed Service to make Nuisance Calls or for unlawful, fraudulent, abusive, defamatory, offensive, obscene, menacing or deliberately disruptive purposes.
4.2 The Customer must not use the Subscribed Service to infringe another person's rights, including intellectual property rights.
4.3 The Customer must maintain Customer telecommunications apparatus in good working order and in accordance with applicable laws, standards and manufacturer requirements.
4.4 The Customer must provide information reasonably requested by Plum Networks concerning Customer telecommunications apparatus, connectivity, configuration and service use.
4.5 The Customer must not use the Subscribed Service in breach of any applicable law, licence or regulatory requirement.
4.6 The Customer must not use the Subscribed Service in a manner that Plum Networks reasonably believes could materially damage its reputation or that of its suppliers.
4.7 The Customer must not send or procure the sending of unsolicited advertising or promotional material in breach of applicable law.
4.8 The Customer must cooperate reasonably with law enforcement, regulators and telecommunications operators in relation to suspected misuse, fraud or unlawful activity, subject to applicable law and Plum Networks' confidentiality and data protection obligations.
4.9 The Customer acknowledges that shared network infrastructure may be subject to capacity and integrity controls. Where reasonably necessary to protect network integrity, Plum Networks may manage or change access characteristics in accordance with the Agreement.
5. Security and Fraud Prevention
5.1 The Customer must maintain appropriate controls to prevent unauthorised use, viruses, malware, rogue diallers, compromised credentials and fraudulent calls.
5.2 The Customer must take reasonable steps to ensure that software used with the Subscribed Service is appropriately protected and maintained.
5.3 The Customer must keep its contact details, installation address, emergency location information and other service information accurate and up to date.
5.4 The Customer must notify Plum Networks without undue delay if it suspects unauthorised access, compromised credentials, fraudulent calling or other misuse.
5.5 Plum Networks may suspend affected users, Connections or access where it reasonably believes that there is a material security, fraud or misuse risk. Where reasonably practicable, Plum Networks will notify the Customer and allow an opportunity to remedy the issue.
5.6 The Customer remains responsible for Charges arising from use of the service by its users or third parties where the Customer is responsible for the relevant equipment, credentials or security, except to the extent liability arises from Plum Networks' own breach, negligence or fraud.
5.7 Any assistance Plum Networks provides to investigate or prevent fraud is provided on a reasonable endeavours basis unless a higher service obligation is expressly stated in the Order.
6. Service Levels
6.1 Where the Order includes Service Levels, those Service Levels apply to faults attributable to the Subscribed Service and are subject to the exclusions in these Terms.
6.2 Plum Networks or its suppliers may require the Customer to provide site access, remote access, equipment access and reasonable assistance for diagnosis and restoration.
| Severity | Description | Target |
|---|---|---|
| Severity 1 – Critical | Severely affects the Subscribed Service or core calling capability and requires immediate corrective action. | Target response: within 2 hours by email. Target restoration: less than 8 hours. 24/7/365. |
| Severity 2 – Major | Seriously affects system operation or significant features but is less urgent than a critical outage. | Target response: within 2 hours by email. Target restoration: within 18 Working Hours. Working Hours. |
| Severity 3 – Minor | Does not significantly impair system operation or materially affect the Subscribed Service. | Target response: within 2 hours by email. Target restoration: within 40 Working Hours. Working Hours. |
| Severity 4 – Informational | How-to or non-service-impacting enquiries. | Target response: within 7 Working Days. Working Hours. |
7. Service Availability
7.1 Where an availability Service Level is included in the Order, service availability is measured on the basis stated in the Order and subject to the exclusions below.
7.2 Any availability target, and the method used to measure it, are as stated in the Order.
7.3 Service availability excludes downtime attributable to Force Majeure, Customer actions or omissions, Customer power, Customer or third-party equipment, wiring or cabling not maintained by Plum Networks, unauthorised use or misuse, suspension permitted under the Agreement, and planned engineering works where applicable.
7.4 Any Service Credits, if applicable, are the Customer's contractual remedy for failure to meet the applicable availability Service Level unless the Order expressly states otherwise.
8. Service Credits
8.1 Where Service Credits apply, the applicable credit levels are as set out in the Order or Pricing Terms.
8.2 Service Credits must be claimed within the period stated in the Agreement and will normally be applied as a deduction from Charges. Service Credits are subject to the applicable exclusions and any cap stated in the Order or General Terms.
9. Planned Engineering Works
9.1 Planned Engineering Works may occur to maintain, secure or upgrade the Subscribed Service. Plum Networks will provide as much notice as reasonably practicable of planned service-affecting work.
10. Transfer from Third-Party Suppliers
10.1 Where the Customer asks Plum Networks to take over services previously supplied by a third party, the relevant existing services may be transferred to Plum Networks where technically and commercially possible. Charges will be as stated in the Order or Pricing Terms.
10.2 The Customer remains responsible for any third-party charges, notice periods, termination charges or migration costs that are expressly stated in the Order or reasonably incurred as a consequence of the Customer's requested migration.
11. Suspension and Termination
11.1 Plum Networks may suspend all or part of the Subscribed Service where it reasonably believes the service is being used fraudulently, unlawfully or by an unauthorised party.
11.2 Plum Networks may suspend service where a licence or regulatory permission required for the Customer's use of the service ceases to be valid.
11.3 Plum Networks may suspend service where maintenance or repair is necessary. Emergency maintenance may be carried out without advance notice where reasonably necessary.
11.4 Plum Networks may suspend service where it reasonably believes the Customer is in material breach of the Agreement.
11.5 Plum Networks may terminate affected services if its right, or that of the relevant carrier or supplier, to provide the service is withdrawn and is not replaced or renewed.
11.6 Plum Networks may suspend service in an Emergency where reasonably necessary to protect people, networks, systems or the wider public.
12. Telephone Numbers, CLI and Presentation Numbers
12.1 Telephone numbers and CLIs allocated to the Customer are not owned by the Customer and do not create proprietary rights in the Customer.
12.2 Plum Networks may withdraw or change a CLI where required by law, regulation, numbering requirements, network requirements or the relevant Network Operator.
12.3 Subject to applicable rules and third-party arrangements, Plum Networks may port numbers to the Customer and may assist with porting numbers away after expiry of the applicable Service Minimum Period.
12.4 The Customer must not sell, encumber or transfer any CLI, code or static IP address allocated by Plum Networks except through an agreed porting or transfer process.
12.5 Plum Networks may take reasonable action in relation to inactive or very low-use numbers, including charging for retention or withdrawing the number, where permitted by applicable numbering rules and the Order.
12.6 Where CLI Presentation Numbers are supported, the Customer authorises Plum Networks and its suppliers to present the agreed number and to change the presentation number where required for operational, regulatory or network reasons.
12.7 The Customer warrants that it has the necessary rights and permissions to use any CLI Presentation Number supplied by it or requested for presentation.
13. Service Restrictions
13.1 The Customer acknowledges that limitations may only become apparent after a Subscribed Service has been installed and used. Where a material limitation cannot reasonably be remedied, Plum Networks may propose withdrawal of the affected service and a rebate of advance Charges paid for the unused portion, subject to the Agreement.
13.2 Plum Networks does not warrant that the Subscribed Service will be entirely free from faults or interruptions, but will use reasonable endeavours to remedy faults in accordance with the applicable Service Levels.
13.3 Unless expressly agreed otherwise, the Hosted VoIP platform is not intended to operate as a carrier interconnect and does not support diallers or automated calling platforms.
14. Intellectual Property
14.1 Where software, documentation or manuals are supplied to enable the Customer to receive and use the Subscribed Service, Plum Networks grants the Customer a non-exclusive, non-transferable licence to use them for the duration of the applicable Service Minimum Period, solely for receiving the Subscribed Service.
14.2 The Customer must not copy, decompile, modify or distribute such software, manuals or documentation except where permitted by applicable law or expressly permitted by the Agreement.
14.3 The Customer must not use the Subscribed Service in a manner that infringes Plum Networks' or its licensors' Intellectual Property Rights.
15. Regulatory Obligations and Number Porting
15.1 Plum Networks will assist with number porting in accordance with applicable regulatory requirements and the processes of the relevant Network Operator or provider.
15.2 The parties will comply with applicable requirements relating to emergency calling, accessibility, directories, complaints and alternative dispute resolution, to the extent applicable to the service and Customer.
15.3 Any regulatory reference in these Terms is intended to include the applicable replacement, amendment or successor requirement.
16. Charges and Payment
16.1 Charges are set out in the Order, Pricing Terms and applicable tariff.
16.2 Charges not expressly agreed in an Order may be charged at Plum Networks' prevailing standard rates where the Customer requests or uses the relevant service.
16.3 Third-party charges incurred as part of the Subscribed Service may be passed through where permitted by the Order and Agreement.
16.4 Where a Service is terminated, recurring Charges continue until the applicable cessation or migration date, subject to the termination provisions of the Agreement.
16.5 Plum Networks may pass through third-party operator or Service Provider charges reasonably incurred in providing the Subscribed Service where those charges were not reasonably capable of being included in the original Order.
16.6 An Abortive Visit Charge may apply where an engineer cannot access the Customer's Site at an agreed appointment time.
16.7 Call Charges are calculated in accordance with the applicable Pricing Terms or tariff. Where time-based rates apply, the relevant rate will be determined by the tariff and the time the call was initiated.
16.8 Calls made before the Go Live Date may be charged where the Customer has used the Subscribed Service before formal Go Live.
16.9 Charges may continue to accrue after a termination date until the relevant service or Line has actually ceased, where the delay is attributable to the Customer or a third-party migration process.
17. Termination, Migration and Cessation
17.1 The Customer does not acquire ownership of any CLI, number or service feature merely because it has used the service.
17.2 On termination, the Customer is responsible for applicable migration, porting, cessation and third-party charges stated in the Order or Agreement.
17.3 The Customer remains liable for Charges properly incurred up to the actual migration or cessation date, subject to any agreed early termination provisions.
18. Definitions
| Definition | Meaning |
|---|---|
| Abortive Visit Charge | A charge applied where an engineer cannot gain access to the Customer's Site at the agreed appointment time. |
| Call | A voice or other communication transmitted through the Subscribed Service. |
| Carrier | The relevant third-party public telecommunications operator or network service provider. |
| CLI | Caller Line Identity, being the identity of the calling party presented through the service. |
| CLI Presentation Number | A number authorised for presentation on outgoing calls which may differ from the underlying CLI. |
| Connection | A connection of the Customer to a Service. |
| Delivery | The point at which Equipment arrives at the Customer's Site immediately before unloading. |
| Emergency Call | A call to 999, 112 or another number designated for UK emergency services. |
| Emergency Organisations | The relevant police, fire, ambulance, coastguard and other organisations designated for emergency response. |
| Equipment | Equipment and related software supplied by Plum Networks or connected for use with the Subscribed Service, as stated in the Order. |
| Go Live Date | The date Plum Networks notifies the Customer that the Service is ready for use, or the earlier date on which the Customer starts using it. |
| Incompatible Services | Services identified by Plum Networks or a relevant third-party operator as incompatible with provision of the Subscribed Service. |
| Inbound Call | A call made to the Customer. |
| Inbound Traffic Routing | The routing of inbound calls received on the relevant network. |
| IP | Internet Protocol. |
| IP Address | A numerical address assigned to a device using Internet Protocol. |
| Internet Access Circuit | An IP circuit used to carry IP traffic. |
| Line | A connection between the Customer and the Plum Networks Network, whether installed by Plum Networks or a third-party operator. |
| Line Rental | A Subscribed Service providing rental access to a telephone line and any agreed ancillary services. |
| Network Operator | The relevant network operator supplying or supporting services used by Plum Networks under the Agreement. |
| Non-recurring Charges | Usage-based or one-off charges such as call charges, installation charges or data usage. |
| Nuisance Call | An unwanted, hoax, silent, abandoned, abusive, offensive, defamatory, obscene, menacing or otherwise prohibited call, including persistent misuse as defined by applicable regulatory requirements. |
| Outbound Call | An outgoing call made through the Subscribed Service. |
| Planned Engineering Works | Scheduled maintenance, repair or upgrade activity that may affect availability. |
| PSTN | Public Switched Telephone Network. |
| Rates | The applicable rates for Traffic as set out in the Pricing Terms. |
| Recurring Charges | Recurring charges for the Subscribed Service, such as line rental or circuit charges. |
| Service Features | Distinct software, platform or functional features of the Subscribed Service. |
| Service Measurement Period | The period over which an applicable Service Level is measured, as specified in the Order or these Terms. |
| Site | Each Customer site to which a Service is provided under an Order. |
| Traffic | Calls or other traffic made or routed through the Subscribed Service. |
| Voice Data | Information generated through the use of the Hosted VoIP service, including call-related data, subject to applicable data protection requirements. |
| Refill | A service enabling Plum Networks to deliver Customer traffic to national and selected international destinations via a Service Provider. |
Questions about these terms? Call 0208 905 9060 or email office@plumnetworks.co.uk.