Solution domain. Contractual Service Description Enterprise Switch. Date 05/08/2015 Sensitivity Unrestricted Version 3.0

Transcription

1 Solution domain Contractual Service Description Enterprise Switch Date 05/08/2015 Sensitivity Unrestricted Version 3.0

2 Table of contents Table of contents Summary Mobile application Office Switch The Standard number The Switch number Telephone exchange Mobile Switch The Standard number The Switch number Voic boxes 7 2. Secure portal Activation Customer Service Specific Terms and Conditions General information ion Term of the Contract Rights and obligations of the parties Payments s and billing Page 2 of 13

3 1. Summary Enterprise Switch (hereinafter "the Service") enables the Customer to manage two telephone numbers from a single mobile device and a single SIM card. Thanks to an application installed on his mobile device, the User can easily switch from one number to the other depending on his activities or the call recipient. This switching from one number to the other is done either manually or according to a scheduling period programmed in the mobile application. The Customer can also manage telephone numbers by means of a secure portal made available to him as part of the Service. Enterprise Switch is available in two versions: o o Enterprise Office Switch makes it possible to combine a mobile number (Standard number) and a fixed-line number (Switch number) on one mobile device. Enterprise Mobile Switch makes it possible to have two mobile numbers (one Standard number and one Switch number) on one mobile device. The Standard number is always the mobile number linked to the physical SIM card of the mobile device. It can be used like any other mobile number and is always activated. The Switch number can be a fixed-line or a mobile number; it is linked to the Standard number in the public telephone network and can be either activated or deactivated. To be able to subscribe to this Service, the Customer must, when concluding the contract and throughout the contract term, be the holder of: - a subscription to a Proximus mobile communication service and a rate plan compatible with the Service; - and a subscription to a Proximus fixed telephony service and a rate plan compatible with the Service if subscribing to the Enterprise Office Switch service. All aspects related to the mobile telephony and, where applicable, the fixed telephony services, are governed by specific contracts and are not part of this Contract. Furthermore, the Service can be used only on mobile devices compatible with the Service Mobile application The User can manage the Standard and Switch numbers using the mobile application available for Android, Windows Phone and ios1. This application is not available for BlackBerry devices. 1 At least ios version 2.3, Android version 2.3 or Windows Phone version 7.5. Description de service contractuelle Entreprise Switch Proximus SA de droit public, Bd du Roi Albert II 27, B-1030 Bruxelles, TVA BE RPM Bruxelles, BE BPOTBEB1 Page 3 of 13

4 The application enables the User to perform the following operations: Activate or deactivate his Switch number manually; Program the automatic activation and deactivation of his Switch Number; Configure call forwarding from the Switch number; Consult the telephone numbers of the Switch number users in his company; For each user, view whether their Switch number status is activated or deactivated; Share or not share his Switch status; If the User opts not to share his Switch status, the other Users of the Customer's organization will see it as deactivated; Consult the Enterprise Switch voic ; Hide his Switch number when roaming (CLIR roaming 2 button); Only with Enterprise Office Switch: Activate or deactivate the Smart Ringing function (the fixed-line telephone does not ring when the Switch number is activated) Office Switch With the Office Switch service flavor, the Customer combines a mobile number (Standard number) and a fixed-line number (Switch number) on one mobile device. These two numbers can be either new or existing The Standard number The Standard number is linked to the physical SIM card of the mobile device. It can be used like any other mobile number and is always activated. Calls may be made or SMS messages sent via the Standard number only from the mobile device and on condition that the Switch number is deactivated in the mobile application. In that case, the recipient will see the Standard number appear on his display. Calls or SMS messages may be received on the mobile device via the Standard number at any time, regardless of whether or not the Switch number is activated The Switch number The Switch number is a fixed-line number; it is linked to the Standard number in the public telephone network and can be either activated or deactivated. Calls may be made via the Switch number: 2 Not available for smartphones running the Windows Phone or ios operating system Page 4 of 13

5 - Using the mobile device: only if the Switch number is activated in the mobile application. In that case, the recipient will see the Switch number appear on his display. - Using the fixed-line phone: at any time, regardless of whether or not the Switch number is activated in the mobile application. In that case, the recipient will see the Switch number appear on his display. Calls may be received via the Switch number: - Using the mobile device: If the Switch number is activated in the mobile application. - Using the fixed-line phone: If the Switch number is activated and the Smart Ringing function is deactivated in the mobile application (this is not the case by default) or if the Switch number is deactivated. SMS messages may be sent via the Switch number using the mobile device only. In that case, the recipient will see the Switch number appear on his display. However, it is not possible to receive SMS messages on the Switch number. If an SMS message is sent to the Switch number, the sender will receive an error message. If the User is in roaming mode and has activated his Switch number, his interlocutor will see the Standard number on his display instead of the Switch number. To avoid such a situation, the User can activate the "roaming CLIR" feature via the mobile application each time he makes a call3 so his interlocutor does not see any number. It is not possible to have the Switch number displayed abroad. The following fixed-line features are not compatible with the Service and the Customer must deactivate them for the Switch numbers concerned before the Service is activated: - Call Forwarding - Caller Name display (CNIP) - Voice Managed Services (VMS) If this is not done, Proximus cannot be held responsible for any malfunctioning or interruption of the Service Telephone exchange The Service does not enable the Customer to manage the features available on his telephone exchange (short numbers, internal calls, access rights, etc.) from his Standard number. The Customer can always use his telephone exchange to connect the company's telephone extensions (internal lines) to the public telephone network (external lines). However, Proximus would like to draw the Customer's attention to the fact that, for technical reasons, certain features of the Customer's telephone exchange (transfer, voic , Direct Station Select, specific routing, etc.) may prevent the Switch number from functioning properly. To enable the Service to function properly, the Customer is therefore required, before the Service is activated, to configure his telephone exchange in such a way that the automated replies of the telephone exchange are no longer equated with the User's replies. 3 Not available for smartphones running the Windows Phone or ios operating system Page 5 of 13

6 Proximus activates the Smart Ringing function (= the fixed-line telephone does not ring) by default to avoid the telephone exchange from interfering with the Service. If the Smart Ringing function is deactivated and/or the Customer has not configured the telephone exchange as indicated above, Proximus cannot be held responsible in case of a malfunctioning or interruption of the Service Mobile Switch The Mobile Switch service flavor allows the Customer to combine two mobile numbers (one Standard number and one Switch number) on one mobile device. Either of these numbers can be new or existing The Standard number The Standard number is linked to the physical SIM card of the mobile device. It can be used like any other mobile number and is always activated. Calls may be made or SMS messages sent via the Standard number only from the mobile device and on condition that the Switch number is deactivated in the mobile application. In that case, the recipient will see the Standard number appear on his display. Calls or SMS messages may be received on the mobile device via the Standard number at any time, regardless of whenever or not the Switch number is activated The Switch number The Switch number is a virtual mobile number (without any physical SIM card); it is linked to the Standard number in the public telephone network and can be either activated or deactivated. Calls or SMS messages may be sent via the Switch number using the mobile device only: only if the Switch number is activated in the mobile application. In that case, the recipient will see the Switch number appear on his display. Calls or SMS messages may be received via the Switch number using the mobile device only: if the Switch number is activated in the mobile application. If the Switch number is deactivated in the application: incoming calls are diverted automatically to a specific voic or to the number specified by the User in the settings. the User can access the SMS messages sent to the Switch number during three (3) consecutive days. After that period the SMS messages will be lost Page 6 of 13

7 If the User is abroad and has activated his Switch number, his interlocutor will see the Standard number on his display instead of the Switch number. To avoid such a situation, the User can activate the "roaming CLIR" feature via the mobile application each time he makes a call4 so his interlocutor does not see any number. It is not possible to have the Switch number displayed abroad Voic boxes Separate voic boxes are allocated to the Standard number and the Switch number. Only the User can access these. After fifteen (15) consecutive days, any messages that have not been saved which are still in the Switch number's voic will be lost. 2. Secure portal The person who has been designated as the administrator by the Customer can access the secure portal via the E-services (My Business) to manage the Service made available to the Users. Among other things, this allows the Customer to consult: the linked Standard mobile number and Switch number pairs and the list of orphan numbers (i.e. numbers to which no activated options are linked); the status of the Switch number (activated/deactivated); the status of the automatic programming; the status of the unconditional call forwarding. For Enterprise Office Switch, only the 20 first numbers are displayed. However, a search function makes it possible to view the numbers that are not automatically displayed. The Customer can perform the following operations: Activate and deactivate one of the Switch numbers; Change/program the automatic activation and deactivation of the Switch numbers; Configure/remove an unconditional call forward; Only with Enterprise Office Switch: activate or deactivate the Smart Ringing function (the fixed-line telephone rings or does not ring) Remove a link between the Standard mobile number and the Switch number; Set up links between an existing Switch number and a Standard mobile number; Request/discontinue a daily notification on the situation of Mobile Switch orphan numbers 4 Not available for smartphones running the Windows Phone or ios operating system Page 7 of 13

8 3. Activation The Customer orders the Service by submitting the applicable Order Form, duly completed and signed, to Proximus. These forms can be requested via the Customer's usual sales channels. In the Order Form, the Customer needs to specify the service flavor of his choice and provide all the information required to enable Proximus to activate the Service, in particular the Switch and Standard numbers concerned. On receiving the Order Form, Proximus will perform the initial activation of the Service. Proximus will make every effort to activate the Service within 15 working days of receiving the Order Form duly completed and signed by the Customer, provided that the prerequisites defined in this Contractual Service Description are met when Proximus receives the Order Form. However, in case of late activation, no compensation shall be payable by Proximus. Proximus draws the Customer's attention to the fact that if he chooses the Enterprise Mobile Switch service flavor and the Switch numbers are existing mobile numbers, as soon as the option is activated for said numbers, the original SIM card for those numbers will be automatically deactivated, along with all the rate plans and options linked to them. As long as the mobile application has not been installed or configured by the User, these numbers will no longer be able to transmit/send or receive calls and SMS messages. The Customer is responsible for taking the necessary measures to install and configure the mobile application immediately after the option has been activated. Proximus will inform the User when it has activated the option by sending an SMS message to his Standard number. The User will be able to download the mobile application as soon as the Customer has sent the Order Form. However, the mobile application cannot be configured until after the option has been activated by Proximus. 4. Customer Service Proximus' Customer Service acts as a Single Point of Contact (SPOC) for the Customer. The table below sets out the contact details of the Customer Service that the Customer can call on. Only persons that the Customer has designated as administrators are authorized to contact the Customer Service. Contact details of the Proximus Customer Service in Belgium Companies and public administrations (from abroad) Medium-sized or large companies Details of your Proximus contact persons: Page 8 of 13

9 When the Customer Service receives a call from the Customer, it checks the caller's identity against a predefined list of authorized customer representatives, and collects information about the incident being reported or the request. The Customer Service registers the Customer's call in the trouble ticketing system and then sends the trouble ticket to the appropriate support team. Incident management An imminent incident may be detected proactively by Proximus' monitoring platform. Proximus will strive to restore the Service as soon as possible. If the Customer detects an incident himself, he may call the Customer Service to request that the Service be restored. The Customer Service will use all reasonable efforts to inform the Customer within 15 minutes of the incident registration that his incident has been registered and provide him with additional details, including: the trouble ticket number (unique identification of the Customer's call); the priority level assigned to the trouble ticket; the next steps in the incident resolution procedure. Proximus will use all reasonable efforts to make an initial technical diagnostic within the hour and strive to restore the Service as soon as possible Page 9 of 13

10 5. Specific Terms and Conditions 5.1. General information These Specific Terms and Conditions complement the General Terms and Conditions and this Contractual Service Description. They set out the rights and obligations of Proximus and the Customer regarding the delivery of the Service described in this document To the extent that the Service described in this document in all cases entails taking out a mobile subscription relating to voice and data, the General Terms and Conditions of the mobile communication service shall apply. The General Terms and Conditions of the Mobile Communication Service are ranked above the General Terms and Conditions, the Glossary and the Offer in the hierarchy laid down in Article 1.2 of the General Terms and Conditions and therefore have primacy over the General Terms and Conditions, the Glossary and the Offer Term of the Contract Notwithstanding the General Terms and Conditions, the Contract is concluded for an indefinite term The Customer can terminate the Contract at any time by any written means. If the Customer specifies the date on which he wishes the Contract to be terminated, Proximus will make every effort to meet that date insofar as the technical specificities of the Service allow. If the Customer does not specify a termination date, Proximus will terminate the Contract as soon as possible. In all cases, Proximus will confirm the Contract end date in writing. and fixed-line telephony Service contracts. Conversely, the ending of the Customer's mobile communication contract (or of the fixed-line contract if the Customer has subscribed to the Enterprise Office Switch service), will imply the end of this Contract At the end of the Contract, the Standard numbers will remain mobile numbers and, like with any other mobile number, they can be retained, ported or terminated by the Customer. The fixed Switch numbers will become conventional fixed numbers. The mobile Switch numbers will be deactivated unless the Customer asks that they be converted into conventional mobile numbers under a mobile rate plan of his choice When the Contract ends, for whatever reason, the Customer agrees to no longer use the Service, to destroy all documentation received from Proximus along with all copies, including partial copies, of the software made available to the Customer and his Users as part of the Service, and to certify that they have been deleted from all devices, computer memories and storage devices under the control of the Customer and his Users, and that the documentation has been destroyed. When the Service is ended for a portion of the Users, the Customer shall ensure that this article is complied with in respect of the Users in question Rights and obligations of the parties The Users must be natural persons bound to the Customer by a fixed-term or open-ended employment contract for the entire duration of the Service. If this condition is no longer met, the Customer must immediately deactivate the Service for the User(s) concerned The ending of this Contract shall have no effect on the Customer's mobile communication When a Switch option is activated (at the start of or during the Contract term), the Switch Belgacom S.A. de droit public, qui exerce ses activités sous le nom commercial Proximus, située Bd du Roi Albert II, 27, B-1030 Bruxelles, T.V.A. BE R.P.M. Bruxelles, BE BPOTBEB1 Page 10 de 13

11 number must always be linked to a Standard number. During the Contract term, the Customer may deactivate via the secure Portal, the link that exists between a Switch number and a Standard number. In that case, the Customer either deactivates the Switch option or immediately links a new Standard number to the Switch number concerned, or keeps the Switch option without the Switch number being linked to a Standard number. When the Customer deactivates the Switch option the fixed Switch number becomes a conventional fixed-line number. The mobile Switch number will be deactivated unless the Customer asks that it be converted into a conventional mobile number under a mobile rate plan of his choice. If the Customer immediately links a new Standard number to the Switch number concerned, the Service will continue with this new combination of numbers. The old Standard number will no longer have access to the Switch number or the voic box linked to that Switch number. The Standard number will have access to the voic box of the Switch number configured at the time that this new link is established. If the Customer keeps the Switch option without assigning a Standard number to the Switch number (= orphan number), no calls may be made or SMS messages sent from that Switch number; calls received by the Switch number will be diverted automatically to a number specified by the Customer in the secure portal. SMS messages will be lost after three days. Proximus reserves the right to deactivate the mobile Switch number if it has not been linked to a Standard number after 15 calendar days or if during that time the traffic generated by the mobile Switch number increases drastically, i.e. increases by more than 20% for one or more types of communications in relation to the average a amount of traffic generated by the mobile Switch number over the last six months in which the mobile Switch number has been linked to the Standard number If the User has activated his Switch Number and places a call to the emergency services with his mobile device, the Standard mobile number will be displayed to the recipient to allow localization Provided that the Customer complies with the Contract, in particular with regard to paying the Service fee, Proximus will grant the Customer a non-transferrable, non-permanent, non-exclusive and non-sublicensable license as from the Service activation date, to enable the Customer: 1. to access and use the secure portal made available to him by Proximus for the full term of the Contract; 2. to install and use the mobile application (or enable his Users to do so) on his Users' smartphones (one installation per User) that are compatible with the Service as long as the Customer pays a fee for the Users concerned. The secure portal and the mobile application (hereinafter jointly referred to as the Software") may be used only for own, internal purposes. Under no circumstances may this Software be commercially exploited or distributed by the Customer. The Customer shall not copy (except to create a backup copy within the limits imperatively provided for by law) or use (or authorize or permit any third party, including his Users, to copy or use) the Software or any portion thereof, except as expressly authorized in this Contract; use the Software on any unauthorized equipment or products; use the Software in any way that may damage, impair or disable the operation of the Service; modify the Software or create derivative works based on the Software, reverse engineer or decompile, decrypt, disassemble or reduce the Software to human-readable form, except as allowed by law; alter any proprietary notices or legends contained in or on the Software; use the Software in breach of other parties rights. Any unauthorized use is prohibited and is likely to result in criminal proceedings. Proximus declares in good faith to be entitled to grant this license to the Customer. The Customer acknowledges that the Software is provided "as is" by Proximus without any other guarantees, express or tacit, in particular without any guarantees as to its commercial value or its innovative or relevant nature. In particular, Proximus does not guarantee that the Software is error-free, that it will function uninterruptedly, that it will be compatible with the Customer and his Users' hardware and its software configuration or that it will meet the Customer and his User's needs The Customer guarantees that only persons authorized to access the Software will be Page 11 of 13

12 granted such access. The Customer shall comply with any other technical or security standard that Proximus may impose at any time. Proximus cannot verify whether access requests and the use of the Software are legitimate and declines any responsibility for any consequences resulting from fraudulent access or use. The Customer shall inform Proximus in writing without delay of any changes to the identification data of the persons authorized to access the Software The Customer will not on any grounds whatsoever be provided with any reports in which a distinction is made between the usage of the Standard numbers and that of the Switch numbers The Service is compatible with the joint offers subscribed to previously by the Customer. If the mobile subscription mentioned in the "Joint Offer Contract" is the subscription of the mobile Switch number, then by subscribing to this Service the Customer accepts and acknowledges that his "Joint Offer Contract" may be modified to allow the joint offer to be definitively linked to the mobile subscription of the Standard number upon subscribing to this Service. As a result of this modification, compensation for breach of contract will be claimed for the device if the Customer terminates or modifies his mobile subscription for the Standard number before the end of the Joint Offer Contract. It will no longer be possible to link the joint offer to the mobile subscription of the Switch number. This modification does not lead to a change in the duration of the joint offer The Customer shall inform the Users of the terms and conditions applicable to the Service. The Customer shall be responsible for any breach of these terms by his Users and/or third parties. 1.4 Payments and billing As soon as the Service is activated, irrespective of when the User downloads the mobile application, the Customer will be charged the Service fee on a monthly basis via his mobile communication services bill. The amount to be billed every month will be based on the number of Switch options that have been activated. This fee does not include the subscription fees for the mobile communication service or the fixed telephony service Usage of the Standard number will be billed in accordance with the rate plan to which the Standard number is linked and will appear on the bill relating to the Customer's mobile communication services Usage of the Switch number will be billed in accordance with the device employed for this usage. The usage will therefore be billed in accordance with the rate plan linked to the Customer's fixed line if the User has used a fixedline telephone (and will appear on the Customer's fixed telephony bill), whereas it will be billed in accordance with the rate plan linked to the Standard number if the User has used a mobile device (and will appear on the bill relating to the Customer's mobile communication services) Before being able to use the Service, the Customer must subscribe to a mobile rate plan that is adequate in terms of data so the Service can be used as configured on the mobile devices used. If no such rate plan is subscribed to, Proximus shall not be liable for any excessive data usage costs incurred as a result of the use of the Service. If the Customer uses mobile data on his mobile device, this usage will be charged/billed on the basis of the rate plan of the Standard number, regardless whether or not the Switch number is activated If the Customer subscribes to the Mobile Switch option, the following provisions shall also apply: The Customer must subscribe to the Enterprise Virtual Mobile rate plan, the description of which is available on request or can be viewed on the Internet site www. Proximus.be/rates. The following uses will be billed in accordance with the Enterprise Virtual Mobile rate plan and not in accordance with the rate plan linked to the Standard number: o call forwarding configured through the mobile application o o use of the Switch number's voic corresponding pay-for features (e.g. Call Return, etc.) No distinction is made on the Customer's mobile bill between calls made from the mobile Page 12 of 13

13 device through the Standard number and those made through the Switch number If the Customer has a rate plan that includes free calls between CUG (Closed User Group) members, the calls made to the Switch number by other CUG members will also be free of charge. However, in case of (unconditional) call forwarding on the Switch number to another mobile number that is part of that same CUG, the forwarded calls will be billed in accordance with the Enterprise Virtual Mobile rate plan Page 13 of 13