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Terms of Services
BroadTone Networks is a boutique provider of Hosted VoIP services. If your business is looking to upgrade its existing communications infrastructure, you should consider BroadTone Networks Hosted VoIP Platform.Contact us today at 212-937-8835 to see how BroadTone can help you with your hosted business voice and data needs.
Terms of Service
Satisfaction Guarantee: Your service comes with a 30 day satisfaction guarantee which means that you may terminate your service within the first 30 days of service without incurring an early termination fees. You will be held liable for all installation fees and service fees for the first 30 days. You will have 7 business days from that date to return all equipment and packaging materials. Failure to return equipment will result in an equipment fee of $599.
Support: Support is offered Monday - Friday 9am - 6pm (Friday 9am - 3pm during winter months) eastern standard time. Telephone support is offered at no additional cost to the customer. On-site support is offered at a rate of $140/hr minimum 1 hour billed in 30 minute increments.
E911 Service: E911 service works differently than traditional Emergency 911 service. E911 service is included with your service and the address of record is the address specified on this contract. Your address on record can be changed free of charge anytime by submitting a change request by written statement to BroadTone Networks. This change may take up to 14 business days to complete. Please see our E911 policy on our website located at http://www.broadtone.net/support/e-911.html for complete details.
Requirements for Customer's Site and Equipment: Customer must supply 120VAC receptacle for Customer Premise Equipment (CPE). CPE Remains property of BroadTone Networks. BroadTone does not connect personal computers or other network peripherals to the CPE nor configure devices to work on the network. Networking protocol must be TCP/IP. Customer's must supply additional hubs, switches, and routers with an available port to connect CPE device to local area network. Customer's must have Network interface controllers installed in each device that connects to the network. BroadTone Networks supports the following device operating systems, Windows Vista, XP Professional and Home, Windows Server 2003 and Mac OSX. Systems such as Linux/Unix will work on our network if configured properly, however no support is provided for these devices.
Demarc Extension & Premise Wiring: If necessary, BroadTone Networks will extend the point of demarcation for service up to 20ft at no additional cost to the customer. Cross-Connect(s) between BroadTone Networks and customer cross-connect block or other termination point is not included. Any additional inside wiring required will be billed at a rate of $140/hr minimum 1 hour billable in 30 minute increments plus cost of materials.
Effective Date/Term: The effective date is the earlier of (1) the date on which the installation is complete and service is activated or (2) fifteen (15) days after written notification from BroadTone Networks of its readiness to activate service. Billing shall commence on the effective date and be minimally 1 year or longer as set forth by the authorized order form.
Termination: An early termination fee applies to all contracts that wished to be terminated before the term expiration date. This fee will be the lesser of $1000.00 or the value remaining on the contract. Customer must return customer premise device withing 14 days or be liable for the retail value of the device. Customers must provide a 30 day written notice of termination to BroadTone Networks.
Service Level Agreement: BroadTone Network Availability Objective is to make the BroadTone network available to its eligible customer's 99.9% of the time, subject to the conditions and restrictions below.
The Network Availability Objective covers dedicated services and facilities, hardware, CPE and software platform and systems, physical plant and core infrastructure facilities. The Network Availability Objective calculations will not include any unavailability that customers fail to report to BroadTone Networks immediately upon a service outage by initiating a trouble ticket or contacting an BroadTone Networks service representative.
In the unlikely event that BroadTone Networks fails to meet this Network Availability Objective for any given month, eligible customers may request an ?outage credit? of 5% of the monthly recurring charge (?MRC?) for each calendar day in which the outage of 30 minutes or more occurs. Customer request for credits must be received withing 30 days and will be deducted from customers next monthly invoice. Outage credit may not exceed total monthly recurring charge.
