Terms and Conditions for VoIP Service
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1. Introduction These Terms and Conditions
("Terms") govern the provision of VoIP (Voice over Internet Protocol) phone services by Chip and Pin Direct ("Provider") to the Customer ("Customer"). By subscribing to or using the VoIP phone service, the Customer agrees to be bound by these Terms, effective as of the date of subscription.
2. Scope of Services The Provider will deliver VoIP phone services as per the plan selected by the Customer. Services include:
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VoIP phone line provisioning
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Call management and routing
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Technical support
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Maintenance and troubleshooting
3. Service Availability
3.1 Uptime Commitment The Provider aims to deliver a service uptime of 99.9% per calendar month, excluding scheduled maintenance and force majeure events.
3.2 Downtime Calculation Downtime is calculated as the total time in minutes the service is unavailable during a calendar month, excluding scheduled maintenance and events beyond the Provider’s control.
3.3 Scheduled Maintenance Scheduled maintenance will be conducted with prior notice to the Customer, typically during non-peak hours. The Provider will provide at least 24 hours of notice before scheduled maintenance.
4. Performance Metrics The following key performance indicators (KPIs) are applicable:
4.1 Call Quality: Average MOS (Mean Opinion Score) will be 4.0 or higher during peak hours.
4.2 Latency: Average call latency will not exceed 150 ms.
4.3 Packet Loss: Packet loss will not exceed 1% on average.
4.4 Jitter: Jitter will remain below 30 ms on average.
5. Support and Issue Resolution
5.1 Support Availability The Provider offers technical support 24/7 through the following channels:
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Phone: [Support Phone Number]
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Email: [Support Email Address]
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Online Chat: [Website/Link]
5.2 Response and Resolution Times
Severity LevelDefinitionResponse TimeResolution Time
CriticalComplete service outageWithin 30 minWithin 4 hours
HighSignificant degradation in performanceWithin 1 hourWithin 8 hours
MediumMinor issues affecting functionalityWithin 4 hoursWithin 24 hours
LowNon-urgent inquiries or requestsWithin 12 hoursWithin 3 days
6. Emergency Services
6.1 Emergency Calls The Provider supports emergency call functionality but cannot guarantee the availability of such calls in the event of an internet outage or power failure. Customers are advised to maintain an alternative method for contacting emergency services.
6.2 Location Accuracy The Customer is responsible for keeping their registered address up to date to ensure emergency services are dispatched to the correct location.
7. Compensation for Service Interruptions
7.1 Service Credits If the Provider fails to meet the uptime commitment, the Customer may be eligible for service credits as follows:
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Downtime between 1 and 4 hours: 5% of monthly fee
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Downtime exceeding 4 hours: 10% of monthly fee
7.2 Claim Procedure The Customer must submit a claim for service credits within 30 days of the outage. Claims must include details of the outage and its impact.
8. Exclusions These Terms do not apply to service disruptions caused by:
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Force majeure events (natural disasters, war, etc.)
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Customer’s equipment or network configuration
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Scheduled maintenance with prior notice
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Actions or inactions of third parties not under the Provider’s control
9. Term and Termination These Terms remain in effect for the duration of the service agreement. The Provider or Customer may terminate the agreement if:
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There is a breach of material terms by either party.
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The service agreement is otherwise terminated.
10. Miscellaneous
10.1 Governing Law These Terms are governed by the laws of [Jurisdiction].
10.2 Amendments The Provider may amend these Terms at any time. Changes will be communicated to the Customer through appropriate channels.
10.3 Entire Agreement These Terms constitute the entire agreement between the Provider and the Customer regarding service levels and supersede all prior discussions or agreements.
By using the VoIP phone service, the Customer acknowledges and agrees to these Terms and Conditions.
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