1. Voice Services. All voice Services provided by Provider are transported over a packet network. In some cases, equipment (such as a fax machine), may not be compatible with packet transport, and therefore will not operate properly.
2. Business and Alarm lines. Shentel Business voice services supports connections to alarm systems, fire panels, and elevator phones. However, all voice services provided by Provider are transported over a packet network and in some cases, equipment (such as a fax machine, alarms systems, fire panels, etc.), may not be compatible with packet transport, and therefore will not operate properly. If your equipment is not compatible with IP telephony, it is strongly recommended that you have a traditional Plain Old Telephone Service line integrated with your equipment. You should check with your equipment vendor for compatibility before purchasing to make sure there will be no issues with the VOIP connection.
3. 911 Services. Customer hereby confirms it has been provided with information related to Internet-based telephone service (commonly known as “VoIP”) and the differences that exist between VoIP service and traditional wireline telecommunications services, including the possibility that services (including 911 services) may not function in certain circumstances. Customer will be required to register the physical location of Customer’s equipment with Shentel Business and agree to call Shentel Business customer service to update the location whenever the physical location of service for a particular telephone number changes. Customer may register only one location at time. If Customer does not update the physical location, Customer’s 911 calls may be sent to an incorrect emergency center.
4. Limitations of VoIP Service. Shentel Business will provide a physical notice informing users of the limitations of VoIP Service in the event of certain equipment/service failures. This notice must be placed and remain near the phone(s) used for your Shentel Business VoIP Service. Customer acknowledges and agrees it will inform all employees, guests, and other third parties who may use the VoIP Service of the potential interruptions caused by the events described in this section, and more specifically that basic 911 and E911 services may not function in the case of a service failure for any of the following reasons: (a) the telephone device to which a particular telephone number has been assigned is moved to a location outside the premises where the telephone device was originally installed, the “registered address”; (b) there is an outage, degradation or other disruption of power at the Customer’s location; (c) there is an outage, degradation, or other disruption of Customer’s broadband Internet connection, whether such connection is provided by Shentel Business or another provider; (d) suspension of services due to billing issues; (e) any other service outages not described herein; (f) Customer’s failure to provide a correct physical address in the requisite format may cause all basic 911 or E911 calls to be routed to the incorrect local emergency service provider; (g) if Customer uses the public Internet for voice calls (or voice call signaling), Customer may not be able to access 911 or E911 services; and/or (h) an equipment malfunction due to incompatibility of analog and digital technology.
5. Limitation of Liability. Shentel Business will not be liable for any inability to dial 911 using Shentel Business VoIP services or for the misrouting of any calls made to Public Safety Answering Points (PSAPs) or to municipal emergency service providers caused by Customer’s failure to comply with this MSA or resulting from any of the circumstances described in Section 2, and Customer further agrees to defend, indemnify, and hold harmless Shentel Business, its officers, directors, employees, affiliates, and agents and any other service provider who furnishes services to Shentel Business in connection with Shentel Business’s VoIP services, from any and all claims, losses (including loss of profits or revenue), damages, fines, penalties, costs, and expenses (including, without limitation, attorneys’ fees and expenses) by, or on behalf of, Customer or any third party or user of Shentel Business’s VoIP services relating to the non-availability of 911 dialing. Shentel Business’s suppliers will not be liable to Customer for any damages for any reason.
6. Fraudulent use. Customer is solely responsible for maintaining the security of its network, equipment, account, password, files, and user access. Shentel Business shall not be responsible for user or third party access security. Shentel Business shall not be liable for any inability, failure, or mistake in detecting or identifying unauthorized or inappropriate network or equipment access. Customer shall bear the risk of loss arising from any unauthorized or fraudulent use of the Services provided under this Agreement. Shentel Business reserves the right, but is not required, to take any and all action it deems appropriate (including, without limitation, blocking access to particular calling numbers or geographic areas) to prevent or terminate any fraud or abuse in connection with the Services, or any use thereof.
7. Unlimited Long Distance. The unlimited long distance bundle (Unlimited Long Distance) may be available for purchase on eligible access lines (such eligible access lines may be changed or modified by Provider at any time and without notice). Unlimited Long Distance pricing will be set forth on a Service Order. The Unlimited Long Distance monthly fee is in addition to the access line charges and does not included Toll-free calls, operator-assisted calls, and calling cards, which incur additional charges. Additional taxes and surcharges may apply. Unlimited long distance calling is limited to the contiguous United States only. Unlimited Long Distance is only available on a per access line basis for eligible business voice service and is not permitted for: shared trunks in a PBX, other shared calling and call center platforms, Internet and/or data use, high volume call center environments, high volume hotel environments, robo-calling or auto-dialing platforms, or high volume usage organizations, each of which is prohibited. Immediately upon notice to Customer, Provider may modify, terminate, or transition any Unlimited Long Distance package to a usage based rate long distance package if Provider, in its sole and absolute discretion, suspects abusive practices. Abusive practices include use of the prohibited applications described above, as well as any usage that exceeds what is customary for business access lines. Customer shall be responsible for all usage and associated per minute rates for the billing period in which abusive practices occurred onward.
8. Voice Expectations and Customer Requirements for Hosted Voice Services
Shentel Business Responsibility
Customer Responsibility
Voice Professional Services Rates
The current Voice Professional Services rate is $125 per hour billed in 15 minute increments. This rate may change from time to time at Shentel Business’s discretion.
Shentel Business will install Hosted Voice handsets, per customer request, for $15 per handset. Installation includes: quality controlling proper destination based on the label, unboxing the phone, assembling the phone, using the provided 6ft Ethernet cable to connect the phone to the Ethernet wall jack. Customer will be responsible for providing longer cables where needed. This installation rate may change from time to time at Shentel Business’s discretion.
Hosted Voice Customer Requirements
In order to ensure a successful Hosted Voice install each Hosted Voice customer will have their internal network properly configured. These requirements must be met before installation of the phones; if the below expectations cannot be met customer should contract an integrator.
Customer Configuration Requirements: