1. The Agreement 

The Parties 

Zettagrid and the Customer (an entity subscribing to Zettagrid cloud services) agree that by accessing Zettagrid cloud services, you ("The Customer", "you", "your") accept the terms and conditions in the Standard Form of Agreement.

What is a Service Description? 

The Zettagrid Service Description details specific terms for each Zettagrid offering. It forms part of our Standard Form of Agreement (SFOA), which includes:

• General Terms and Conditions

• Service Descriptions 

• Website Pricing Schedule or Executed Zettagrid Proposal 

2. Service Description 

What is VoIP?

Voice over IP (VoIP) is a technology that allows you make and receive phone calls over your broadband internet. Zettagrid’s VOIP service is referred to as VOIP and or SIP Trunking.

CPE Installation and Equipment Supply

We may provide CPE (Customer Premises Equipment) in the form of a VoIP modem or router. Zettagrid may pre-configure a supplied device with your connection information.

We will not be liable for issues as a result of us supplying this equipment to you. Zettagrid will provide reasonable phone support to enable you to install and connect to Highway 1 using this device.

Where you have supplied your own CPE Zettagrid is not obliged to supply support for the configuration of this equipment. Zettagrid will provide the generic network settings to you in order for you to configure the appropriate CPE.

You may choose to have a Zettagrid technician provide onsite support to install and configure your CPE. This will be charged at an hourly rate in addition to your setup and monthly fees.

We may supply you with one Direct Indial (DID) Number if required.

Call Quality

We recommend that you use a broadband service with a download speed of 8000kbps or above. Even then, the quality of the call can be impacted if someone is transferring large files while you are on a call. We cannot guarantee the quality of calls.

Emergency Services 000

You acknowledge:

The service requires an active, operating internet connection.  During an outage, you will be unable to make 000 emergency calls.

Loss of power will prevent emergency 000 calls.

SIP Trunk users will need to ensure their PABX or calling platform is properly setup to dial 000.
We do not manage the configuration of 3rd party platforms and therefore cannot guarantee 000 emergency calling.

We recommend using a mobile telephone in place of a VoIP service when calling 000 emergency.

Monthly Use

Your monthly use is measured in calls and call duration.

Payment

Payment for the VOIP service may be paid for:

• In arrears for the previous month’s usage using a direct debit facility.

• In advance by supplying a credit card to purchase pre-paid credit. You will not be able to make outbound calls when your credit reaches a zero value.

Payment is only available via credit card or direct debit.

Strict 14-day terms by application only, management approval required

Target Service Level

99.95%

Service Level Rebates

This service is not eligible for service rebates.

Restoration Time Guarantee

Not provided by default. Optional, please see your account manager.

Service Level Rebates

A service level rebate for VoIP services is available where availability is less than 99.7% of the calendar month. The following service rebates are applicable where the Service is unavailable as per the General Terms and Conditions.

Contract Term

The contract term for VoIP services is specified in your individual service contract. Where this is not stated the minimum contract term is 36 months.

If you decide to cancel or move your service within the contract term you will be liable for an Early Termination Fee. The formula for determining this fee is detailed in the General Terms and Conditions

Acceptable Use

VoIP has an additional VoIP Acceptable Use Policy.