The following terms and conditions will serve as a contract between VoIP PBX Express, 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 and if you have paid for the optional Remote-Assisted install, we will go over the custom configuration changes available and make the necessary changes at that time. If your phone system contains over 20 phones, 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 an optional-paid 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 free moves, adds and changes within 30 days to the system not to exceed a total of 4 hours including the time needed for the original install. First wave of free Moves, Adds, and Changes must be submitted in a Service Support ticket with 14 days of your Assisted Remote Installation date. Second wave of Free Moves, Adds, Changes must be submitted in a Service Support ticket within 28 days of your Assisted Remote Installation date. Once that time is complete, system changes will become billable. (See Section 3, Article 2 for more information)
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 https://www.voippbxexpress.com/support-request-service/.
A VoIP PBX Phone System Includes; PBX Router, POE Switch & IP Phones – Voicemail & Auto Attendant NOT included in all systems.
– Article 1: Payment Procedures
– Article 2: Key Supplier Responsibilities
– Article 3: Key Customer Responsibilities
Section 2: Safe Net Equipment Warranty & Maintenance
– Article 1: Safe-Net
– Article 2: Warranty
Section 3: Customer Support Policy
– Article 1: Optional-Paid PBX System Remote-Assisted Installation
– Article 2: Technical Support
Section 5: Return Policy
– Article 1: Damaged/Defective Equipment Returns
– Article 2: General Equipment Return Policy
Section 6: Add – On Services
Section 7: Safe Net & Safe Net Plus
– Article 1 – Safe Net Equipment Warranty & Maintenance Plan
– Article 2 – Safe Net PLUS
TERMS & CONDITIONS
Article 1 – Payment Procedures
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 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 service are due at the time the service is done.
**PLEASE NOTE: FOR TECHNICAL SERVICE SUPPORT THAT IS BILLABLE, IT WILL BE $145/HR WITH JR TECHNICIAN AT A MINIMUM OF TWO HOURS AND $185/HR WITH LEAD ENGINEER AT A MINIMUM OF TWO HOURS.
Article 2 – 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 (4 hour maximum). Resolution of any issues in a timely and efficient manner. Replace Faulty Hardware (paid or under warranty).
Article 3 – 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.
Section 2 – Safe Net Equipment Warranty & Maintenance Plan
Article 1 – Safe Net
One year of Safe Net Coverage comes complimentary with every system purchase. Safe Net coverage will begin the day the system is delivered. Safe Net will cover: (for the duration of one year) Any DOA or defective equipment. Any damaged equipment. Technical support pertaining to proper system operation and equipment function. (See more about technical support in Section 3, Article 2)
Safe Net will NOT cover any moves, adds, or changes to the system. (See more about moves, adds and changes in Section 3, Article 2)
Safe Net coverage can be continued as a PAID service once the first year of coverage has ended.
Safe Net PLUS covers the same items as Safe Net as well as moves, adds and changes to the system. (See more about Safe Net and Safe Net PLUS in Section 7)
Article 2 – Replaced or Purchased Equipment Warranty
If the Customer has a part replaced under the Safe Net warranty, that part’s replacement will have the remainder of the system’s year warranty• If a replacement or additional part is PURCHASED, it does come standard with a full one year warranty.
Section 3 – Customer Support Policy
Article 1 – Optional-Paid PBX System Remote-Assisted Installation, visit:
Once the phone system is delivered, we will provide an optional-paid 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 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.
*** PLEASE NOTE: Our engineers and technicians work tirelessly to make sure that your system is configured just right for your needs, we strongly encourage you to take advantage of the Remote Assisted Installation as well as the 30 days of free support, so that we can guarantee the functionality of your system.
Article 2 – Technical Support and Moves/Adds/Changes
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.
**PLEASE NOTE: FOR TECHNICAL SERVICE SUPPORT THAT IS BILLABLE, IT WILL BE $145/HR WITH JR TECHNICIAN AT A MINIMUM OF TWO HOURS AND $185/HR WITH LEAD ENGINEER AT A MINIMUM OF TWO HOURS.
With the optional-paid Remote-Assisted Installation the customer will receive 30 days of moves, adds, and changes starting the date that the Remote Assisted Installation is complete. If the Customer does not complete the remote assisted installation, the 30 days is void, and ALL changes to the system will be billable.
Safe Net DOES NOT cover moves, adds or changes to the system. Moves, Adds & Changes are defined as anything that requires a technician to remotely access the system to complete tasks including but not limited to; changing extension names and numbers, reconfiguring, internal reboots, editing call flow or patterns, NTP settings, voicemail boxes and passwords, feature edits, or removing and/ or adding information to the system. Customer understands that any technical support not covered by Safe Net will be billable at a rate of $145.00 per hour with a two hour minimum. Customer understands that ANY moves, adds or changes to the system will be billed at a rate of $145.00 per hour with a two hour minimum with a Jr Technician and a rate of $185 per hour with a two hour minimum with Sr Technician( four hour minimum if the hardware is purchased elsewhere or is not Cisco hardware). 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, 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. If you choose to take part in our Safe Net PLUS premium maintenance plan (Section 7, Article 2) the above conditions may not apply to you.
At all times during 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.
Article 1 – Damaged or Defective Equipment Return Policy
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.
Article 2 – General Return Policy
You may return most new, unopened items for a refund. Claims for missing items must be communicated within 7 days of merchandise delivery. Any system returned within 30 days of purchasing is subject to a 25% restocking fee. Any items returned past 30 days will be subject to a 50% 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 purchasing date 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 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 exchange 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. Any Technical Service Support, 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.
Section 6 – Add-On Services
There are several additional services and devices that we offer, to go along with your VoIP PBX System. Each of these items has an additional cost, if you are interested in any of these services, contact your project manager. Some of Our Available Add-Ons:
The Customer can add or upgrade equipment at any time, once the upgrade is requested an invoice will be drafted and sent – THE ADD ON WILL NOT BE PROCESSED UNTIL PAYMENT IS RECEIVED.
Section 7 – Safe Net & Safe Net PLUS
Article 1 – Safe Net Equipment Warranty & Maintenance Plan
One year of coverage will be included in the purchase of any system. Safe Net gives the Customer an equipment warranty, 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 or Safe Net PLUS 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 at a rate of $5.00 per phone per month. The Paid Safe Net coverage will begin one year from the initial delivery date of the system.
For Customers that have purchased systems already (prior to April 2017) that would like to purchase Safe Net coverage, the above process applies. Paid coverage will begin from the date that the yearly premium is paid in full. Safe Net will be a yearly contract, once a proposal is accepted, you thereby agree to pay for one full year in full.
Article 2 – Safe Net PLUS
Safe Net PLUS is our upper level maintenance plan. Safe Net PLUS will cover system equipment, technical support, troubleshooting and moves, adds and changes to the system for the paid duration. The Customer must accept a custom Safe Net PLUS proposal. The Customer must pay the yearly premium in full within 30 days of proposal acceptance. In order for the paid Safe Net coverage to be active, Customer must PREPAY for one year’s coverage at a rate of $8.00 per phone per month. If you are interested in UPGRADING to Safe Net PLUS, please see below.
Upgrading to Safe Net PLUS – If a Customer wishes to upgrade to Safe Net PLUS within the first year of service, they will be required to pay a difference of $3.00 per phone per month for the remaining months of coverage. Example: A 5 Phone system, with 8 months left of Safe Net coverage will pay $200.00 to upgrade to Safe Net PLUS for the remaining 8 Months. Coverage will not be backdated, if you upgrade to Safe Net PLUS, your coverage will be applied to the remaining time in your first year. Once the first year of coverage ends, Customer will be required to purchase any additional years of coverage at the given rate. ($8.00 per phone per month.) If the Customer wishes to upgrade their coverage with the initial system purchase, a cost of 3.00 per phone, per month x 12 months will be added to the system proposal. (Special rates apply for larger systems.) If the Customer upgrades to Safe Net PLUS during the initial system purchase, Safe Net PLUS will then take the place of Safe Net.