TERMS & CONDITIONS
>> OPENING STATEMENT
VoIP PBX Express does NOT work on hardware not provided by our company.
We Reserve The Right to Refuse Service to Any Person or Business.
The following terms and conditions will serve as a contract between VoIP PBX Express.cloud, LLC and its Customers. Any participation in our service or purchase of our equipment will constitute acknowledgement, understanding and acceptance of the following agreement.
VoIP PBX Express General Project Information
Your system will begin processing as soon as payment is received in full. We will stage and configure the phone system according to a standard configuration model using a pre-programmed template. Once the system is delivered, we will go over the custom configuration changes available and make the necessary changes at that time. A project manager will contact you as soon as we receive your order to go over some in-depth system details and provide you with a site-survey to complete.
Once the phone system is delivered, we will provide a Remote Assisted Installation service call. Visit our installation portal to begin, there will be URL and password information for this portal provided with your system. The installation portal contains all the setup and training material needed as well as an easy to navigate Installation Request form. Once the request form is submitted, the first available technician will call you. We take Installation Requests, M-F, 7AM-3PM Pacific Standard Time. Installs are available through an appointment or on a same day, first-come, first-serve basis.
With the Remote-Assisted Install, once your setup is complete, you will have 365 days of free moves, adds and changes to the system as well as hardware warranty. Once that time is complete, system changes will become billable.
To request any service, you will need to visit our website to fill out a Service Request form. We take technical calls on a first-come, first-serve basis Monday thru Friday 7am to 5pm (PST) Pacific Time. Once the Service Request is received, the first available technician will take the call. To submit a service request, visit www.voippbxexpress.com/service.
A VoIP PBX Phone System Includes PBX Router, POE Switch & IP Phones Voicemail & Auto Attendant.
FORMS OF PAYMENT: We accept all Major Credit Cards (Visa, MasterCard, Amex, Discover). We accept company checks, please note that the system will ship once the check has been cleared from your financial institution. Also, for convenience, we can accept payment via Bank Wire Transfer. NOTE: Please give additional contact for the billing department or person to receive invoices if other than the POC for the order. Payments for the service are due at the time the service is done.
• PLACING ORDER: When placing an order through our Web Store, please allow us 24 hours to contact you to confirm the order and to obtain additional information for your order (if needed). If completing your system purchase over the phone with a Salesperson, your payment will process the same day and you will receive an Invoice & Receipt for your order. Customized systems that you have received a Proposal on, once accepted, you will receive an invoice and convenience to pay online. Please inform us of any target dates for installation and / or if you need to have the order EXPEDITED (additional shipping cost required).
Key Supplier Responsibilities
Provide the Customer with the correct equipment. Provide the Customer with equipment that has been properly cleaned and tested. Provide the Customer with the correct connections to allow remote PBX access. Maintain prompt communication with the customer. Remote-assisted installs include complimentary “Moves/Adds/Changes” within the first 30 days after the system is setup. Resolution of any issues in a timely and efficient manner. Replace Faulty Hardware (paid or under warranty).
Key Customer Responsibilities
Customer will utilize the VoIP PBX system as intended. Customer will provide VoIP PBX Express with uninhibited access to the equipment, software and services for installation, maintenance, updates and fault prevention. Customer will notify VoIP PBX Express of any issues within a timely manner via the appropriate communication channels. Customer will notify VoIP PBX Express of any potential changes to its PBX system.
EXAMPLE: If staff are beginning to connect their mobile devices to a company network, the supplier will need to adjust services accordingly. Customer will ensure that there is a valid phone line available for testing during the assisted installation call. NOTE: If the Customer is utilizing SIP TRUNKING, VoIP PBX Express strongly recommends the Customer to obtain an UNUSED PUBLIC STATIC IP ADDRESS. This IP Address will then need to be dedicated to the PBX, exclusively. When using a Public Static IP Address, we strongly recommend the private voice subnet be behind a firewall.
GET A FIREWALL IT IS ABSOLUTELY IMPERATIVE THAT YOU PROTECT YOUR VOICE AND DATA NETWORKS WITH A FIREWALL! This is a real world issue and we are saying this in the strongest words possible. Please protect yourself. If you do not have a firewall, ask us for recommendations. We can help, but securing your network is the Customer Responsibility.
Safe Net Equipment Maintenance Plan
One year of coverage will be included in the purchase of any system. Safe Net gives the Customer an configuration, basic troubleshooting, and technical support. Once the first-year ends, the coverage will expire unless the Customer chooses to continue PAID coverage. The Customer can opt into a paid year of Safe Net coverage at any time during their first year. The Customer must accept a custom Safe Net Proposal after the initial first year of free Safe Net coverage. The Customer must pay the yearly premium in full within 30 days of proposal acceptance. For the paid Safe Net coverage to be active, Customer must prepay for one year’s coverage.
Replaced or Purchased Equipment Warranty
All equipment is fully covered by replacement hardware warranty 1 year from the date of purchase.
Customer Support Policy
Remote-Assisted Installation, visit: www.voippbxexpress.com/install
Once the phone system is delivered, we will provide a Remote-Assisted Installation service call. Visit our installation portal to begin, there will be URL and password information for this portal provided with your system. The installation portal contains all the setup and training materials needed as well as an easy to navigate Installation Request form. Once the request form is submitted, the first available technician will call you. We take Installation Requests, M-F, 7AM-3PM Pacific Standard Time. Installs are available through an appointment or on a same day, first-come, first-serve basis. If the Customer chooses not to complete the Remote Assisted Installation, VoIP PBX Express cannot be held responsible for any issues that arise after self-installation is complete. Remote Assisted Installations will not be completed until an installation request is received.
The mandatory Remote Assisted Installation marks the completion of your project, it also marks the beginning of your complimentary 30 Days of moves, adds and changes to the system. If the appointment is never completed, we will not be able to verify the completion of your project. Completing an installation without our engineers will forfeit your 30 days, and any “Move/Adds/Change” appointment will become billable.
Technical Support and Moves/Adds/Changes
We will not work on any Cisco phones or phone systems not provided by VoIP PBX Express.
Troubleshooting and Technical Support is defined as services performed relating to proper system operation and equipment function. This will be covered under your Safe Net plan for the first year of the system’s life.
With the Remote-Assisted Installation the customer will receive 30 days of moves, adds, and changes starting the date that the Remote Assisted Installation is complete.
After 1 year from the Remote-Assisted Install, the customer understands that ANY moves, adds or changes to the system will be billed on an annual basis for a Safe-Net service contract.
Customer understands that VoIP PBX Express takes service calls on a first come, first serve basis. To request service, you will need to revisit our website, www.voippbxexpress.com/service to fill out a service request form. Once the request is received, the first available technician will call you. Customer understands that the expectation is that someone is onsite and ready when the request is submitted. Customer understands that if they are not ready at the time of the call, they will be asked to resubmit a service form when they are ready. The Customer will be emailed a custom URL with each service incident submitted. This link will allow you to view updates and notes as well as add your own notes to your service ticket record. Customer understands that VoIP PBX Express cannot and will not be held responsible for troubleshooting or supporting any equipment not provided by us. If there is an emergency with the PBX system, VoIP PBX Express will do it’s best to deliver prompt and timely service.
Service is only available to Safe-Net service contract customers.
SIP Express includes Safe-Net for as long as the customer has SIP Express service.
1 Year Safe-Net included with all systems.
New Projects / New Installs are billed in addition to Safe-Net, however Safe-Net customers have no minimum appointment time.
At all times during the contractual period VoIP PBX Express shall hold in strictest confidence, and not use or disclose any information to any person, firm, or corporation without prior written authorization of Customer or Customer. This includes but is not limited to financial information, internal network information, and/or sensitive company information. The Customer shall maintain the confidentiality and security of the confidential information until all confidential information disclosed under this agreement becomes publicly known and is made generally available through no action or inaction of the Customer. However, to the extent that the company has disclosed information to the Customer that constitutes a trade secret under law, the Customer shall protect that trade secret for as long as the information qualifies as a trade secret. The Customer will treat the confidential information as confidential and will not disclose it to any third party or use it for any purpose but to fulfill their contractual obligations in this agreement. In addition, the Customer shall use due care and diligence to prevent the unauthorized use or disclosure of that information.
There are no refunds for service work.
If there is a piece of equipment that is damaged, DOA, or not functioning, VoIP PBX Express will replace that part as a part of the equipment warranty. This equipment warranty begins from the date the main PBX unit is delivered and covers the equipment for the duration of one year. Once VoIP PBX Express verifies that the equipment needs to be replaced, we will issue an RMA number and ship out the replacement device. Please refer to the technical support policy when requesting service for programming replacement parts. We do ask that the defective equipment be returned once the replacement is received – the Customer will receive return instructions with the tracking of the replacement. Please Note: VoIP PBX Express will cover the shipment cost of your replacement part, using the same method as your original system. If you wish to expedite the shipment, the expedition cost will be the responsibility of the Customer. In addition, RETURN SHIPPING of the defective device will also be the responsibility of the Customer.
You may return any items within 30 days of delivery for a 35% restocking fee. Any items returned past 30 days will be subject to a 60% restocking fee. Any item over 60 days will be subject to a 75% restocking fee. NO RETURNS WILL BE ACCEPTED AFTER 90 DAYS. No Refunds will be issued for ANY softphone purchases. No refunds will be issued if the compact flash, VOID sticker is broken, damaged, or in any way tampered with.
1: Obtain a Return Merchandise Authorization (RMA) Number within 30 days of the receipt of your package. Please note returns will not be accepted without an RMA Number. RMA Numbers expire 30 days after the date they are created; the return will not be accepted if it is received after that time. Contact your Project Manager to obtain an RMA Number.
2: Once the RMA is created, you will receive an automated RMA confirmation email. Your confirmation will include the RMA Number, as well as the address where you should ship your return. Please include a brief note describing the reason you are returning the merchandise and write the RMA# on the outside of the shipping package. All returned or exchanged items must be shipped back with the original packaging, along with all accessories. Important Note: For your protection, please send your return via a shipping service that can be tracked, such as Registered USPS, FedEx, or UPS. Please be sure to keep your receipt, as well as the tracking information associated with item(s) returned. We cannot guarantee refunds for returns sent via a non- traceable method.
3: Once received at our facility, your return will be processed within 5 to 7 business days. Credits are processed upon confirmation and inspection of the return. You will receive an automated e-mail notification confirming your return has been processed. Please allow up to two billing cycles for the return credit to appear on your credit card statement. Please note, credits are processed for the original cost paid for the merchandise and tax. Shipping and handling fees will not be refunded.
If you return an item in unacceptable condition, we will not be able to process a refund and will therefore ship the merchandise back to you.
One year of Safe-Net coverage will be included in the purchase of any system. Safe Net gives the Customer service on all hardware provided by VoIP PBX Express. That includes configuration, basic troubleshooting, and technical support. Once the first-year ends, the coverage will expire unless the Customer chooses to continue PAID coverage. The Customer can opt for a paid year of Safe Net coverage at any time during their first year. The Customer must accept a custom Safe Net Proposal after the initial first year of free Safe Net coverage. The Customer must pay the yearly premium in full within 30 days of proposal acceptance. For the paid Safe Net coverage to be active, Customer must prepay for one year’s coverage.
1 Year of Warranty hardware replacement is included with every sale. Safe-Net does not include any hardware replacement warranty.
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