Service Specification

The following service specification provides details of the functionality as well as the terms of use of the sipgate trunking product.

1. General service features

1.1. sipgate account

1.2. sipgate credit balance

1.3. General service features for sipgate VoIP connections

1.4. Telephone numbers

1.5. Connection services

1.6. Access to the sipgate website/web interface

2. Specific terms of service

2.1 sipgate trunking

2.2. Summary of service features and the basic price for sipgate trunking

2.3 Contract term and termination

2.4. Prices, connection charges for telephone calls and payment methods

1. General service features

The general service features described in this specification will apply insofar as the customer has concluded a contract with sipgate for one of the services listed in Section 2 or is the owner of a sipgate account pursuant to Section 1.1. The General Terms and Conditions of Business for the use of sipgate’s services also apply. Insofar as the customer has ordered further products, the terms for these products are also applicable.

1.1. sipgate account

sipgate will provide the customer with a sipgate account in accordance with applicable statutory and contractual provisions. This account will hold all of the data relevant to the contractual relationship between the customer and sipgate. The customer will be allocated a customer account number for this purpose. sipgate will also manage the customer’s credit balance through this account.

1.2. sipgate credit balance

The customer must have a sufficient sipgate credit balance in order to use paid services.

The customer may top up his sipgate credit balance by means of the options indicated in No. 4 of sipgate’s General Terms and Conditions of Business.

1.3. General service features for sipgate VoIP connections

1.3.1. Using its technical and operational infrastructure, sipgate will provide the customer with one or more VoIP connections in accordance with the following provisions. This connection enables the customer to establish a connection with a SIP service through an appropriate means of SIP-based internet access, in accordance with RFC 3261.

1.3.2. SIP servers offer a minimum average level of availability of 98% over a period of 365 days per year. A SIP server will be deemed available if the customer is able to establish a connection with the server. Servicing, installation and alteration periods are explicitly excluded from this calculation of SIP server availability. The technical parameters of other telecommunication networks, the customer’s internet connection and his other hardware and software may restrict the transfer quality and the level of availability. This may give rise to limitations which are outside of the control of sipgate. sipgate will not be responsible for such limitations.

1.3.3. The applicable price list for connection charges may be downloaded from the sipgate trunking website.

1.4. Telephone numbers

1.4.1. sipgate allocates telephone numbers to the customer in accordance with the following regulations. These telephone numbers provide access to the public telephone network via incoming and outgoing telephone calls.

1.4.2. Customers residing in the territory of the United Kingdom may book a single or several local geographic telephone number(s). The allocation of telephone numbers is carried out under the provision that the allocation complies with regulations under public law.

1.4.3. For the allocation of local numbers sipgate charges a monthly fee. The monthly fee is available at https://sipgatetrunking.co.uk/phone-numbers.

1.4.4. Customers who already have a geographical number with another service provider may port their number(s) to sipgate. sipgate charges a once-off fee to process the porting application. The current porting fees are listed at http://teamhelp.sipgate.co.uk/hc/en-gb/articles/204128432. sipgate charges an additional £ 5.- per number to retain an existing telephone directory listing. sipgate reserves the right to charge a recurring monthly fee for ported numbers in order to cover service costs.

1.4.5. After termination of the customer’s contract with sipgate, the customer may port his telephone number to another service provider. sipgate reserves the right to charge a fee of £29.00* for the first ten telephone numbers to be ported to another service provider. Should the customer wish to port more than 10 telephone numbers sipgate will charge a fee of £0.85* per phone number after the first ten numbers. The customer can only port all of his phone numbers from sipgate, selective porting of individual numbers is not possible.

1.4.6. The customer can hand back telephone numbers assigned to him at any time, however, a refund of the charges paid for the allocation of the number is excluded.

1.5. Connection services

1.5.1. Telecommunications connections may be accepted through a sipgate connection and connections may be established with other sipgate connections and with the public telephone network. The average annual connection probability for these connections is 97%.

1.5.2. Connections with certain telephone number ranges (e.g certain value-added and information services) may not be established through internet telephony using sipgate’s network. Details of excluded services and dialling codes may be found in the tariff list at https://sipgatetrunking.co.uk/tariffs.

1.5.3. Connections may not be established with geographical dial-up numbers for the purpose of establishing internet access.

1.5.4. Emergency calls may be made via the telephone numbers 110 and 112 and will be forwarded to the competent rescue coordination centre, including the address provided by the customer. Please see the Emergency Call Regulations for more information.

1.5.5. sipgate reserves the right to block individual destination telephone numbers, groups of destination telephone numbers and destination countries in the interests of its customers, for protection against misuse and for consumer protection.

1.5.6. Telephone numbers may not be dialled if the person called does not wish to receive this connection or if this person is known to have implemented technical measures to prevent such connections or to have had third parties do so.

1.5.7. Parallel connections are limited to a maximum number of channels (see 2.2). sipgate reserves the right to restrict or modify the functionality of sipgate trunking.

1.5.8. Call centres may only use sipgate trunking subject to a prior individual agreement with sipgate. Please contact us at presales (at) sipgate.de. In general, the use of power diallers is not permitted.

1.5.9. A transfer for use by third parties, either in whole or in part, is only permitted if these third parties belong to the customer’s household (in case of private use) or business (in case of commercial use).

1.6. Access to the sipgate website/web interface

sipgate will provide the customer with access to its web interface for management and use of sipgate’s various services and functions. As a rule, access to sipgate’s website/web interface will be available 24 hours per day. However, sipgate does not guarantee uninterrupted accessibility or the uninterrupted availability of all of its functions.

1.6.1. Administrator account

The customer’s administrator account can be accessed via a password-protected website. Through this personal administrator account, via the web interface the customer can access all of his relevant information (e.g. bill, credit balance, itemised billing) as well as basic settings.

1.6.2. Itemised billing

The customer may configure itemised billing through his administrator account. Reference is made to the relevant provisions in sipgate’s General Terms and Conditions of Business and to its data protection declaration.

2. Specific terms of service

2.1 sipgate trunking

sipgate will provide customers who have concluded a sipgate trunking contract with a VoIP connection based on the SIP standard. The customer will thus be able to use a VoIP-capable telephone system with sipgate. The customer is responsible for the configuration of extensions / direct lines via his own telephone system.

In line with the customer’s instructions (on the basis of the settings selected by the customer in his administrator account), sipgate will connect incoming calls with the customer’s sipgate trunking VoIP connection in accordance with his telephone number contract (see 1.4.).

In accordance with No. 1.4., the customer may port to sipgate the telephone numbers necessary for the use of sipgate trunking or order these numbers from sipgate.

The sipgate trunking contract may be combined with other contracts, unless the specific service specification for the other contract stipulates otherwise. Fax functionality is not included, but may be ordered separately with the sipgate team service.

2.2. Summary of service features and the basic price for sipgate trunking

2.3 Contract term and termination

The sipgate trunking contract has a term of one month. Upon expiry of its minimum term, the contract will be automatically extended by one month at a time unless terminated.

Either party may ordinarily terminate the sipgate trunking contract subject to a notice period of one working day, at the end of a month.

Upon termination of the contract, the customer’s sipgate account will continue to exist free-of-charge. It may be deleted at any time at the customer’s request. sipgate reserves the right to delete inactive accounts in accordance with the applicable version of its General Terms and Conditions of Business.

2.4. Prices, connection charges for telephone calls and payment methods

A summary of costs for outgoing calls (telephony) for sipgate trunking is available at https://sipgatetrunking.co.uk/tariffs.

A precondition for the use of sipgate trunking is the customer’s acceptance of the direct debit or credit card-based payment method (4.2. of sipgate’s General Terms and Conditions of Business) as well as his consent to billing of services in accordance with the auto-prepay method in line with the applicable version of sipgate’s General Terms and Conditions of Business (4.1. of sipgate’s General Terms and Conditions of Business).

sipgate GmbH, Düsseldorf, January 21, 2016