MICROSOFT TEAMS VOICE
TERMS AND CONDITIONS
1.1. All Microsoft Teams Voice customers must adhere to Fastrack's General Terms and Conditions.
2.1 Fastrack will charge the customer on the monthly anniversary of their start date or when new services are added.
2.2 Fastrack will issue invoices in relation to the Costs on a monthly basis in advance.
2.3 If additional users or ranges are requested, Fastrack will issue a prorated invoice for the additional Costs, from the request date until the last day of that month.
Where the Services are referenced under Clause 2, they include:
3.1.1. Microsoft Teams Voice
The Microsoft Teams Voice Managed Service is comprised of Fastrack Voice as well as management of Microsoft Teams phone system. Fastrack will provide a managed virtual telephony solution, leveraging Microsoft Teams.
3.1.2. Microsoft Teams
3.1.2.1 If the Customer pays for additional Microsoft Teams Voice consulting, Fastrack will conduct workshops with the Customer, with topics including:
3.1.2.1.1. Microsoft Office 365 prerequisites,
3.1.2.1.2. Phone System architecture,
3.1.2.1.3. Microsoft Teams phone system features,
3.1.2.1.4. Phone number assignment,
3.1.2.1.5. Voicemail,
3.1.2.1.6. Auto-Attendants (IVRs),
3.1.2.1.7. Call Queues,
3.1.2.1.8. Do Not Disturb,
3.1.2.1.9. Music on hold,
3.1.2.1.10. Call forwarding options and simultaneous ring,
3.1.2.1.11. Group call pickup and forward to group,
3.1.2.1.12. Transfer a call and consultative transfer,
3.1.2.1.13. Transfer to voicemail mid call,
3.1.2.1.14. Call park and retrieve
3.1.2.1.15. Call phone number from search,
3.1.2.1.16. Caller ID,
3.1.2.1.17. Device switching,
3.1.2.1.18. Presence-based call routing,
3.1.2.1.19. Integrated dial pad,
3.1.2.1.20. Federated calling,
3.1.2.1.21. Make and receive a video call,
3.1.2.1.22. Secondary ringer,
3.1.2.1.23. Shared Line Appearance,
3.1.2.1.24. Busy on Busy,
3.1.2.1.25. Call blocking,
3.1.2.1.26. Common Area Phones,
3.1.2.1.27. Hardware Devices.
3.1.2.2. Based on the outcomes agreed in the workshops Fastrack will:
3.1.2.2.1. Configure the Customer’s Microsoft tenant with the agreed settings,
3.1.2.2.1 Attach the Fastrack Voice service to the Customer’s Microsoft tenant.
3.1.2.3. On an ongoing basis, Fastrack will make configuration changes and provide advice to the Customer regarding the configuration of Microsoft Teams phone system.
3.1.3. Fastrack Voice
3.1.3.1. Fastrack Voice is the Calling Plan for Microsoft Teams Voice, it includes unlimited calls to:
3.1.3.1.1 Internal extensions,
3.1.3.1.2 National fixed line,
3.1.3.1.3 National mobile,
3.1.3.2. Calls to international and special numbers are billed at rates published;
3.1.3.2.1. https://www.fastracktechnology.com.au/international-call-rates
3.1.3.2.2. https://www.fastracktechnology.com.au/special-numbers-call-rates
3.1.3.3. Rates are subject to change. Fastrack will provide at least 5 business days’ notice of any change.
3.1.3.4. Telephone Numbers
3.1.3.4.1. Fastrack will port any pre-existing phone numbers from the compatible outgoing carrier.
3.1.3.4.2. New or additional phone numbers and phone number ranges can be procured from Fastrack.
The Customer has no right, title or interest in any number allocated as part of the Services. Fastrack will comply with the National Numbering Plan and reserve the right to alter or replace any number as a result of compliance with the National Numbering Plan or with any direction from the ACMA.
Access to the Services is available via;
5.1.1. Any Fastrack internet connection; or
5.1.2. Any low latency internet connection.
Access to the Services requires;
5.1.3. Any supported hardware device; or
5.1.4. The Microsoft Teams software application.
Fastrack will troubleshoot issues relating to:
6.1.1. Outages or interruptions to the Services,
6.1.2. Performance degradation of the Services,
6.1.3. Configuration issues relating to the Services.
Fastrack will provide Support via Phone, Email, or Web Portal.
Fastrack will provide Support on Monday to Friday, from 8am until 6pm AEST/AEDT.
Fastrack will provide Support for Priority 1 incidents:
6.1.4. whereby the Services are wholly unavailable, or
6.1.5. the outage or issue creates a significant detrimental impact to the Customer’s ability to carry on their business, on a 24 x 7 basis, 365 days per year.
Fastrack will provide Support remotely, from its office locations or other locations from time to time.
Fastrack will attend the Customer’s site to provide Support, if the provision of Support remotely is, in Fastrack’s opinion, impractical or impossible.
The following Service Levels (“Service Levels”) apply to the Services.
|
Item |
Service Level Description |
Target |
|
1. |
Service Availability |
99.9% |
| Support - 95% SLA | ||
|
1. |
Answer call – business hours |
2 Minutes |
|
2. |
Answer call – after hours |
10 Minutes |
|
3. |
Respond to initial email request |
1 Business Hour |
|
4. |
Provide update on existing ticket |
10 Business Hours |
The Customer will:
8.1. provide all necessary materials, equipment, or facility required to use the Services,
8.1.1. be responsible for its equipment, software, services and components. This includes the selection, compatibility, monitoring and troubleshooting thereof,
8.1.2. comply with the installation and maintenance instructions provided by Fastrack.
8.2. The Customer will be responsible for:
8.2.1. Ensuring the security of their devices and software. In the event that a Customer’s extensions are compromised, the Customer may be liable for call charges that result from the attack.
8.2.2. Liaising with the outgoing service provider and paying any costs for termination.
8.2.3. Paying any additional charges levied by Fastrack’s providers in the event a Port Number Validation is required.
9.1. In relation the Services, the Customer acknowledges and agrees that;
9.1.1. It is not an Acceptable Use if the Services are used to:
9.1.2. operate a call centre or similar facility; or
9.1.3. conduct marketing activities involving mass outbound calling; or
9.1.4. operate any device or software for the purpose of automatically dialling number lists.
9.2. Any use of the Services which is not an Acceptable Use according this clause 9 shall constitute a material breach of the Agreement.
10.1. Use of the Services requires a Microsoft Phone System license for each user.
10.1.1. The Customer may bring their own Microsoft licenses.
10.1.2. The Customer may purchase the required Microsoft licenses through Fastrack at the price set by Microsoft from time to time.
10.2. The Customer’s use of Microsoft’s products and services is subject to the Microsoft Cloud Agreement (“MCA”).
10.2.1 A copy of the current MCA is attached to this Agreement or can be downloaded from: https://www.microsoft.com/licensing/docs/customeragreement
10.1.2. The Customer accepts the terms of the MCA.
10.1.3. With respect to Fastrack’s supply of Microsoft products and services under this Agreement, the terms of the MCA prevail over this Agreement.
11.1. The period of fourteen (14) days following the execution of this Agreement will be considered a Trial Period (“Trial”).
11.2. During the Trial, the Customer may terminate this Agreement for any reason, without penalty.
11.2.1. If the Customer terminates the Agreement under this clause, the Customer will only be required to pay for Services consumed.
11.3. This clause 11 shall not apply if the Customer requests:
11.3.1. the commencement of inbound number porting,
11.3.2. significant custom configuration of Microsoft Teams,
11.3.3. design workshops be completed, during the Trial.
