a) 911 Emergency Dialing. Customer acknowledges that BlackStone Networks’ VoIP Services (“VoIP Services”) do not support traditional 911 emergency dialing, whereby calls are automatically routed to an emergency 911 operator with the caller address appearing on the operator’s computer. Every physical location using VoIP requires a 911 solution. BlackStone Networks does offer limited 911 services, in which end user 911 dialed calls are routed to the nearest Public Safety Answering Point office (PSAP). Typically, these calls are answered by the front desk of the PSAP and then routed to an emergency operator at that location. However, some PSAP’s will not accept calls in this manner. Customer agrees to notify, as appropriate, any of its users of the Services who may place calls using Customer’s phone services of this limitation, and BlackStone Networks recommends Customer maintain an alternative means of accessing traditional 911 services such as traditional telephone services or cellular phone services. VoIP hardware is registered to a specific group that is associated with a physical address. All hardware must be associated with a physical address and must comply with all 911 requirements.
b) Outages due to Electrical, Internet or other General Failures. Customer acknowledges that the VoIP Services will not function in the absence of electrical power, inability to access to the Internet or other general failures associated with the customer’s network over which the VoIP service is provided. Customer acknowledges that the VoIP Services will not function if there is an interruption of Customer’s broadband or high-speed Internet access service.
c) Non-Voice Systems. Customer acknowledges that the VoIP Services are not set up to function with: out-dialing systems, including home security systems; medical monitoring equipment; satellite television systems; and facsimile systems. Customer hereby waives any claim against BlackStone Networks for interruption or disruption of such systems by the VoIP Services.
Tolls
If applicable, every call to or from any equipment using the VoIP Services that originates or terminates in the Public Switched Telephone Network (“PSTN”) is subject to the then-applicable toll charges that are associated with the respective service plan purchased by Customer. Every call to or from any equipment using the VoIP Services that originates or terminates with a SIP service that is not affiliated or associated with BlackStone Networks will also count as PSTN minutes and be subject to the then-applicable toll charges that are associated with the respective service plan purchased by Customer. As applicable, domestic long-distance calls are billed in six (6) second increments, and calls to a phone number outside the contiguous 48 United States to a non-BlackStone Networks account will be charged at the current rates which can be found on BlackStone’s website, or by requesting from Customer’s sales associate or support@blackstonenetworks.com. The duration of each call from the US to an international destination is to be calculated in six (6) second increments after a thirty (30) second minimum. As applicable, calls to Mexico are rounded to the minute. We reserve the right to refuse termination to certain destinations deemed abusive or extraordinary fees without invalidating any other term of this agreement.
Telephone Numbers
Upon termination or expiration of the Services, Customer shall have the right to retain their existing phone numbers and to ‘port’ such existing phone numbers out of the BlackStone Networks’ network.
Prohibited Uses
Any use of the VoIP Services or any other action that causes a disruption in the network integrity of BlackStone Networks or its vendors, whether directly or indirectly, is strictly prohibited and may result in termination for material breach of the VoIP Services.
Customer acknowledges and understands that neither BlackStone Networks nor its vendors are responsible for the content of the transmissions that may pass through the Internet and/or the VoIP Services. Customer shall not use the VoIP Services in ways that violate laws, infringe the rights of others, or interfere with the users, services, or equipment of the network of BlackStone Networks or its vendors. The VoIP Services and equipment shall not be used for certain activities, including any autodialing, continuous or extensive call forwarding, continuous connectivity, fax broadcast, fax blasting, or any other activity that would be inconsistent with business usage, unless specifically agreed to otherwise in writing by BlackStone Networks and Customer.
Changes to the Services and Usage Rates
BlackStone Networks reserves the right to make changes to the terms and conditions of this agreement, the included VoIP Services and/or the usage plan (each, a “Change of Service”). In the event of a Change of Service, BlackStone Networks will provide at least 30 days’ advance written notification to Customer. If Customer does not send BlackStone Networks notification of its desire to terminate this agreement before the effective date of such change (pursuant to such notice) or uses the Service after the effective date, Customer shall be deemed to have accepted and consented to the change of terms and conditions of the Service. If Customer does not consent to the change of service and terminates this agreement, Customer will be responsible for any sums due and has the right to terminate with no cancellation fees or early termination charges. Customer may request a service plan change at any time, subject to any applicable change of service fee and additional terms and conditions. For a change to a plan that requires purchase of additional equipment, an equipment charge may apply. BlackStone Networks may decrease prices for the VoIP Services or plans without providing any prior notice to Customer.
3rd Party Bandwidth
Users may access BlackStone Networks voice services through third party off-network Internet Bandwidth (cable modem networks, DSL networks, cellular data networks or other forms of Internet access). Customer acknowledges that the off-network connections described in the preceding sentence are un-managed services, and BlackStone Networks does not provide or guarantee availability or quality of these voice services. Customer acknowledges that Quality of Service (“QoS”) should be enabled on its third-party equipment to ensure the best performance of the VoIP Services. BlackStone Networks does not support Customer-provided remote equipment such as cable/DSL modems, routers, firewalls, switches or other devices, except as a third-party service provider with such service billed at BlackStone Networks standard hourly rates.
Security and Privacy
BlackStone Networks is committed to respecting Customer’s privacy. BlackStone Network’s Privacy Policy is posted in the BlackStone Networks Web Site. BlackStone Networks, however, utilizes the public Internet and third-party networks to provide voice and video communication services. Accordingly, BlackStone Networks cannot guarantee the security of voice and video communications of Customer.
Toll Charges
Additional Fees will be charged for the following services:
• Directory Assistance (411): $1.25/call
• Operator Assistance: $1.75/call
• Toll Free Inbound: $ .03/minute
• Conference Bridge: $ .04/minute
• International Calling: Per current rate sheet
• North American Calling outside of the contiguous 48 states: Per current rate sheet
• Flat Rate Hosted Overage: $.03/minute
• Fax Overage: $.03/minute
Fraudulent Use of Services
Customer is solely responsible for securing all passwords and access numbers to guard against and prevent unauthorized access to VoIP Services by third parties. Customer is responsible for all charges attributable to Customer incurred with respect to the VoIP Services. In the case of usage-based VoIP Services, Customer is responsible for all usage charges even if incurred as the result of fraudulent or unauthorized use by third parties; except that Customer shall not be responsible for fraudulent or unauthorized use by BlackStone Networks or its employees.
BlackStone Networks, may, but is not obligated to, detect or report unauthorized use or fraudulent use of VoIP Services. Customer agrees to save, defend, indemnify and hold BlackStone Networks harmless from all claims, costs, liabilities and damages arising out of such fraudulent use, unless the fraud was committed by BlackStone’s employees.
Wholesale Termination and Origination Products
Interop Testing: BlackStone Networks will provide the Customer with local connectivity to the appropriate public switched telephone network (“PSTN”) and will deliver voice traffic to the Customer via an internet protocol version based on Session Initiation Protocol (“SIP”) signaling. Prior to the provisioning of VoIP Service, Customer must successfully complete interoperability (“Interop”) testing with BlackStone Networks.
Billing Increments: Calls originating from the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, US Virgin Islands, Guam and Saipan will be billed in 6 second increments with a 6 second initial billing increment. International calling will be billed in 6 second increments with a 30 second initial billing increment. Mexico will be billed in 60 second increments with a 60 second initial billing increment. Call Duration Thresholds: All per minute rates (Interstate LD, Intrastate LD, Local if applicable, 800 Domestic) assume at least 95% of calls terminating will be of a call duration of no less than six (6) seconds in length. If 20% or more of Customer’s completed calls are equal to or less than six (6) seconds in length during any billing cycle then BlackStone Networks reserves the right to charge, and Customer shall pay, a $0.01 charge per short duration call. This charge will be in addition to Customer’s current rates. BlackStone Networks reserves the right to deny service, charge penalties or alter the Customer rate deck if call duration thresholds exceed 20% for more than one billing cycle.
ASR (Answer Seizure Ratio): All per minute rates assume no less than a 60% Answer Seizure Ratio. BlackStone Networks reserves the right to deny service, charge penalties or alter the Customer rate deck if the ASR is lower than 60% for one or more than one billing cycle.
Call Rating: BlackStone Networks will determine the terminating carrier by evaluating the Terminating ANI down to the NPA-NXX-X level. BlackStone Networks will employ an LNP “Dip” (query a LNP database) to identify carriers for billing and bill verification.