Voice Services Terms

1. Scope

These terms govern voice and telephony services supplied by Epcotec Pty Ltd ("Epcotec", "we", "us"): VoIP numbers, hosted voice and automated receptionist features, together with the configuration, porting and management work that goes with them. The services are ordered and described in a separate written agreement (service order, proposal or statement of work), which prevails over these terms to the extent of any inconsistency.

2. The services

What you receive is what is listed in your service order: VoIP numbers, hosted voice call handling, and optional receptionist features such as automated transcription, routing assistance and automated answering. Features not listed in your order are not supplied. We may improve or update the underlying platform, but we will not remove a feature you have ordered without telling you first.

3. Charges and quotes

Any prices, ranges or estimates we show or discuss before a written quote are indicative only and are not an offer. Call and number usage charges depend on carrier rates and destinations and can change with reasonable notice. The binding price for your service is the one in your accepted quote, proposal or service order, plus usage actually incurred.

4. Emergency calls

VoIP services run over your internet connection and your power. They are not a substitute for traditional telephone emergency services (000 in Australia, 911 in North America) unless emergency calling is expressly contracted for your service and configured for your registered address. Even then, emergency calls can fail during a power or internet outage, if equipment moves address, or if the registered address is wrong. You are responsible for keeping registered addresses accurate, for telling every user of these limits, and for maintaining your own backup means of calling emergency services.

5. Acceptable use

The services may not be used for unlawful, fraudulent, harassing or unsolicited commercial purposes, including unsolicited telemarketing and auto-dialled or artificial voice traffic contrary to applicable rules, or in any way that attacks or degrades the network or other customers. We may suspend a service used in breach of this section.

6. Fair use

Plans and included allowances assume ordinary business voice use. Sustained automated calling, call-traffic resale, or volumes far outside the profile of a business line may be treated as outside fair use; if that happens we will talk to you about it before changing anything, and any excess or higher-rate usage is charged at cost.

7. Number porting

Bringing a number to us, or taking it away, is subject to carrier processes and availability, not solely to us. Ports depend on accurate account details with the losing carrier, can take time, and can fail. You remain responsible for service on a number until the port completes. Where a port fails through no fault of ours, we will retry or advise, but we do not guarantee any individual port.

8. Service levels and suspension

Target availability, support windows and any remedies are those stated in your service order. We may suspend a service for maintenance, non-payment or breach of these terms, and will tell you as soon as practicable.

9. Liability

To the maximum extent permitted by law, including the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), we exclude implied conditions and warranties relating to the services, and our liability for loss or damage arising from them (including indirect or consequential loss, such as lost profits or missed calls) is limited, at our option, to re-supplying the affected service or paying the cost of re-supplying it. Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including statutory consumer guarantees under the Australian Consumer Law.

10. Governing law and contact

These terms are governed by the laws of Australia. We may update them as carrier or regulatory requirements change; material changes are notified in advance. Questions: use the contact form.