Telepo – Terms & Conditions 2018-04-18T08:10:17+00:00

TELEPO, FREE CLOUD PBX INSTALL AND 30-DAY MONEY-BACK GUARANTEE OFFER

TERMS AND CONDITIONS

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1. THESE TERMS
1.1. The standard Digital Island Terms and Conditions apply found at http://digitalisland.co.nz/our-island/terms-conditions/
1.2. Additional terms apply to customer’s partaking in the offer as defined below.

2. INTERPRETATION
2.1. “Digital Island” means Digital Island Limited, Level 3, 8 Nugent Street, Grafton, Auckland.
2.2. “Customer” means the Digital Island customer who accepts this offer and is liable for the costs under these terms*.
2.3. “The offer” means the FREE CLOUD PBX INSTALL AND 30-DAY MONEY-BACK OFFER as communicated on Digital Island’s electronic direct mail (EDM) and bound by the terms as related here.
2.4. All communications will be by email to the email address as supplied by the customer in response to the offer. Emails sent to the customer will be deemed ‘read’ unless an alternative means of communication is jointly agreed on.
2.5. “The Promotion period”, starts on Thurs, 22 March 2018 and ends at COB on Mon, 23 April 2018.
2.6. 30-Day money-back guarantee
2.6.1. The customer may terminate Telepo PBX services within 30 days of installation only if there is a significant performance issue (where the Service SLAs in line 4 are not met), for which Digital Island is responsible and given reasonable opportunity to rectify. In this case Digital Island will at its cost and the customers permission, uninstall the Telepo PBX service. If the customer has purchased any hardware during the 30-day period, then this will need to be returned by the customer and a refund provided by Digital Island.
2.7. The scheduled installation dates will be by agreement between Digital Island and the customer.
2.8. Installation/removal costs of Telepo is free for this offer to participating single-site customers within Auckland only. 
2.9. If the customer notifies Digital Island, within the first 30-day restriction period after installation, of issues arising that don’t conform to the Service SLAs described in line 3, they then may opt out of accepting the Telepo solution. In these instances, the Telepo solution will be removed from their system at no extra cost, by Digital Island or its appointed agent.

3. EXCLUSIONS
3.1. This offer cannot be used in conjunction with any other discount or promotional offer.

4. SERVICE SLAs
4.1. Below the performance targets for delivery of Digital Island’s Data, WAN and Cloud PBX Services. Service level targets are consistent with Industry standards.

Uptime and Fault Restore SLA Targets

Service Uptime SLA (%) Fault Restore
Core IP Network Platform 99.99 < 1 Hour
Cloud PBX Platform 99.9 < 4 Hours
Corporate Data Services: Dedicated Fibre, HSNS Lite (SHDSL) 99.7 < 6 Hours
Business Data Services: Premium UFB 99.5 < 6 Hours
Standard Data Services: Standard UFB, VDSL, ADSL, 3G Best effort < 48 Hours


Moves, Adds and Changes (MAC’s) SLA Targets

MAC Type Timeframe
Data Circuit Move Address Up to 12 weeks
Data Circuit Changes (eg circuit speed upgrade) Up to 10 working days
Plan Changes (eg datacap upgrade) 3 working days
Data Network Changes (eg route changes) 3 working days
Cloud PBX Standard Changes 2 working days
Cloud PBX Complex Changes (eg IVR rebuild) TBC on application


4.2. Supporting Information
4.2.1. Digital Island services are based on proven products complemented with industry best practice network management and support, to deliver optimal solution performance, and to ensure the appropriate systems and process are in place to enable fault resolution in the shortest possible time.
4.2.2. Uptime and fault restore SLA’s relate to critical incidents which is defined as a complete outage or severely degraded service.
4.2.3. Digital Island will provide access to its support desk or afterhours support service to report any issues with the Services on a 24x7x365 basis, enabling issues to be promptly logged by the customer with Digital Island.
4.2.4. Standard service hours for premium data products, premium WAN services and Cloud PBX services are 7am to 7pm seven days (although faults can be lodged 24/7). If extended service hours are required, please discuss this with your Digital Island account manager.
4.2.5. Digital Island will ensure it has best practice network management tools and services in place to assist in achieving the availability target.
4.2.6. Digital Island will endeavour to keep customers informed of fault and service restoration, by providing updates as they become available.

5. COSTS
5.1. Telepo Monthly Rentals
For Telepo Cloud PBX Extensions (Phone line / DDI / PBX functionality / Desktop Softphone / Mobile Client) $25.00/extension for 10-49 extensions. Costing for more extensions can be provided on request.
5.2. Handsets and Accessories will be quoted on a case by case basis.
5.3. Each Telepo cloud subscription comes with:
5.3.1. A DDI, extension number, and a phone line.
5.3.2. Softphone, mobile app, instant messaging, outlook integration and presence.
5.3.3. Voicemail, voicemail to email and mobile twinning.
5.3.4. Phone system maintenance, support & upgrades.
5.4. Telepo Calling Rates:

Destination Per minute
NZ Local $0.01
NZ National $0.05
Digital Island on account mobiles FREE
NZ mobile $0.10

Please note that if the customer’s mobiles are currently NOT with Digital Island, any calls transferred from their office lines to their mobiles will incur a mobile phone call cost of 10c per minute. 

International rates: 8c per minute to common destinations.

*All services offered within the geographic confines of New Zealand only.