If you require a PDF version of these terms please email your request to [javascript protected email address] 

Definitions:

In this document, unless otherwise stated or the context requires:

(a) All defined and capitalised terms shall have the same meanings stated in Immervox’s Mobile specific standard terms and conditions set out in the Schedule to this document (the “Specific Terms”) or The Standard Conditions (as defined in the Specific Terms); and

(b) The terms of this document are subject to the Specific Terms and the Standard Conditions.

(c) Immervox offer a range of products and services within their Mobile Product Range. Individual Customers may take a unique and bespoke configuration of these services. Consequently, this document by necessity contains a generic overview of the full range of products and services available. Not all the terms and conditions set out in this document will be applicable to all Customers.

(d) The Services to be provided under a Services Agreement will be specified in the Order Form completed by the Customer and accepted by Immervox. Immervox has no obligation to provide any Service set out or described in this document unless they have been specified in the Order Form and accepted by Immervox

1 SERVICE OVERVIEW AND SCOPE

Immervox’s Mobile Service can provide Customers with a range of mobile telephony solutions including the provisions of handsets and hardware tailored to the Customer’s specific requirements.

Immervox works with a number of third party network and telecommunication partners principally Gamma and Daisy to provide Customers with the optimum solution for their Mobile Service requirements.

• Independence – We are network independent and as a result can advise on the most suitable network for your service

• Value – Due to our partner diversity we are able to offer a more cost effective tariff

• Control – We are directly connected into our partner’s provisioning and support systems

• Flexibility – We can supply contract terms from 1 to 60 months and are happy to negotiate any special requirements

The Service may include:

• Mobile Contracts

• Mobile Broadband

• SIM only

2 MINIMUM TERM

A minimum term of between 1 month and 60 months applies to all Mobile Service products.

3 MOBILE CONTRACTS

3.1 Immervox mobile contracts are flexible enough to meet the most obscure requirements both now and mid contract. From ruggedised devices, to shared International roaming bundles.

3.2 For most businesses the need for Mobility is essential to their productivity and the work/life balance of their staff. This means that as well as the Sales team that get a mobile each, virtually every staff member having a mobile will benefit your organisation.

3.3 Internally, staff can still be contacted in meetings and check and update emails. Even giving users a back-up Internet connection in the event of fault in the office. With 4G access in an increasing geographic area, you can be sure that staff can work effectively inside and outside the office.

3.4 Externally, your fleet, Sales team, homeworkers, Managers, Directors and staff can keep in touch and keep your office up to date.

3.5 Immervox Mobile contracts can be a combination of basic, high spec and existing devices including iPhone and Blackberry, with contract lengths ranging from 1-60 months. For 1-10000 users. With the ability to obtain new numbers or port your existing ones. Each user can even have different roaming and calling accessibility to meet their needs and the Business’s requirements.

3.6 We can manage your whole mobile solution as an MVNO (Mobile Virtual Network Operator), including the invoicing of your Mobiles directly whilst still giving you access to supreme coverage and 4G services.

3.7 Adding bolt-ons, ceasing services and upgrades are all handled by Immervox (applicable to product variants whereby you sign a mobile contract with Immervox and not the mobile network directly). We hope not, but should you ever experience a lost or stolen phone, our 24/7 out of hour’s team will be there to support you.

3.8 As an independent aggregator, we can also provide connections to our network partners directly, whereby invoices are sent directly by our partners.

4 MOBILE BROADBAND

4.1 There is a constant need now to be connected to the Internet not only personally but for Business too. The expectation is that even if you are out of the office you will still be picking up and replying to emails, as it’s much more productive.

4.2 Mobile Broadband is the term used to describe a High speed Internet connection that uses Mobile signal instead of a physical fixed line connection such as ADSL or FTTC. The obvious advantage to this being it’s mobility, and for Business this can save on trips to the office, missed/delayed contact with clients and in turn, better Customer Service. In addition, you have flexibility to choose from various contract lengths, data bundles and access hardware.

4.3 For the Remote worker who needs constant, fast Internet access at home, on the laptop with clients and in the car, MiFi devices that provide a wireless Hotspot for up to 10 devices work well. MiFi Devices are great for temporary sites with no lines and even remote sites where there is no traditional Internet connection available at all. Also some conference facilities just don’t have suitable Internet access, this allows you to take your connection with you.

4.4 For your Sales team who only need connectivity for their laptop when doing presentations, a USB dongle provides the Mobile Broadband access they need to win the deal and the business control of the Data usage.

4.5 With 4G access this is a great backup to your existing Internet connection. In the event of an Outage, it can be Business as usual and our Technical consultants can advise on practical ways to achieve a seamless transition to mobile or secondary services in the event of a Fault.

4.6 Contracts can vary from 1- 60 months with a variety of data packages available to meet your requirements along with different hardware to meet your needs.

4.7 We can manage your whole mobile solution as an MVNO (Mobile Virtual Network Operator), including the invoicing of your Mobiles directly whilst still giving you access to supreme coverage and 4G services.

4.8 Adding bolt-on’s, ceasing services and upgrades are all handled by Immervox (applicable to product variants whereby you sign a mobile contract with Immervox and not the mobile network directly). We hope not, but should you ever experience a lost or stolen device with Mobile Broadband, our 24/7 out of hour’s team will be there to support you.

4.9 As an independent aggregator, we can also provide connections to our network partners directly, whereby invoices are sent directly by our partners.

5 SIM ONLY

5.1 Immervox Sim Only contracts are flexible enough to meet the most obscure requirements both now and mid contract. Where You have no need for a Hardware Fund, our Technical consultants would be happy to discuss your Business’s needs with you.

5.2 Internally, you may already have a BYOD and Mobile Policy so staff can still use their own mobiles in the office. Part of that policy could offer staff a mobile contract that can be used on their existing mobile giving you better control over the practical application of that policy. With 4G access in an increasing geographic area, you can be sure that staff can work effectively inside and outside of the office.

5.3 Externally, your fleet, Sales team, homeworkers, Managers, Directors and staff can keep in touch and keep your office up to date and with 1 month contracts available, you can keep your contracts Co-Terminus no matter how often you need to add new contracts especially where you have a high staff turnover.

5.4 M2M (machine to machine) is taking great strides recently with the control of your home’s heating and hot water, tracking your car’s location, mileage and fuel efficiency. The opportunities for business are huge. Our Technical consultants can assist you with creative and intelligent ways to use mobile SIMs.

5.5 Immervox SIM Only contracts range from 1-60 months. For 1-10000 users, with the ability to get new numbers or port your existing ones. Each user can even have different data packages including unlimited plans, roaming and calling accessibility to meet their needs and the business’s requirements.

5.6 We can manage your whole mobile solution as an MVNO (Mobile Virtual Network Operator), including the invoicing of your Mobiles directly whilst still giving you access to supreme coverage and 4G services.

5.7 Adding bolt-on’s, ceasing services and upgrades when hardware becomes required are all handled by Immervox (applicable to product variants whereby you sign a mobile contract with Immervox and not the mobile network directly). We hope not, but should you ever experience a lost or stolen phone, our 24/7 out of hour’s team will be there to support you.

5.8 As an independent aggregator, we can also provide connections to our network partners directly, whereby invoices are sent directly by our partners.

6 NUMBER PORTING AND PROVISION

Depending on the Customer’s requirements, Immervox can either provide new UK-based numbers or the Customer can generally port numbers from and to other UK network operators.

7 COVERAGE SOLUTIONS

Immervox offer a range of solutions to address a range mobile network coverage on its preferred networks. These include solutions individual users that are experiencing coverage issues at a specific site, through to bespoke coverage solutions that cover multi-location sites.

8 CLIENT SUPPORT SERVICES

Our dedicated Client Support Team is available during office hours, which are 9am – 5.30pm Monday to Friday (excluding bank holidays) for help with:

• Orders

• Changes to tariffs

• Account administration

• Billing queries

Note: E-mails are not monitored outside of office hours.

9 LEAD TIMES

9.1 Only authorised personnel may place orders.

9.2 Orders for mobile hardware and replacement SIMs received before 12 noon are normally dispatched the following working day (dependent on stock levels).

9.3 Orders for additional mobile connections received by 12 noon are normally delivered the next working day (dependent on stock and the size of order, some additional checks may be required which may increase the stated lead time).

9.4 Orders for network amendments by telephone – a target completion time of 5 working day applies to the following changes:

• PIN unblocking key request

• Barring lost or stolen phones

• SIM activation

9.1 Orders for network amendments by email – a target completion time of 5 working day applies to the following changes:

• Adding GPRS and MMS

• Barring and unbarring

• Lifting and applying roaming bars

10 FAULT MANAGEMENT

10.1 Network

Owing to the nature of telecommunications equipment and software, we cannot guarantee that the Service will be fault-free or without interruption. The quality and the coverage of the Service can be adversely affected by local geography, topography and physical features (such as signal deflection by buildings), atmospheric conditions, the availability and capacity of the networks and the Customer’s equipment.

In the event that a fault is reported to Immervox, the relevant support team will log this directly with the relevant network. Regular updates will be supplied as agreed between the Customer and the support team.

10.2 Device

All faulty devices purchased from Immervox can be repaired free of charge provided the fault is covered by the manufacturer’s warranty (e.g. not caused by physical or water damage). For devices beyond economical repair and non-warranty faults (e.g. warranty expired or physical damage) replacement is chargeable.

10.3 Accessories

Goods that are faulty on delivery should be logged with the support team within 1 working day of delivery. Immervox will replace or repair any faulty goods, subject to warranty and stock availability.

11 BILLING AND INVOICING

11.1 Products which are invoiced (fixed and usage charges) directly by Immervox e.g. DSY, GMA products

Invoicing for call charges is in arrears, invoicing for line rental in advance. Charges for any mobile hardware will be invoiced separately if this is not being deducted from the Customer’s Hardware Account or applicable Account Credit.

11.2 Products which are invoiced (fixed and usage charges) directly by Immervox’s partners

Products which are invoiced (fixed and usage charges) directly by Immervox’s partners will be invoiced in the way outlined within their agreement.

12 CALL DATA RECORDS

12.1 Products which are invoiced (fixed and usage charges) directly by Immervox e.g. DSY, GMA products

Call data records will be produced for calls, SMS, MMS and data usage made over the mobile Service.

12.2 Products in which Call Data Records are provided directly by Immervox’s partners

Call Data Records for products which are provided directly by Immervox’s partners will be provided in the way outlined within their agreement.

CUSTOMER RESPONSIBILITIES

13.1 You must:

• Notifying Immervox immediately if any handset, hardware or SIM card is lost or stolen

• Use the mobile hardware solely in association with the specified network and not unlock the SIM

• Without Immervox’s prior written consent, not connect to any GSM Gateway product to the network.

13.2 The Customer is liable for any usage, including fraudulent usage from the connections and hardware that Immervox has supplied.

14 HARDWARE/TECHNOLOGY FUND

14.1 Immervox may provide a hardware or technology fund or account, being a subsidy fund which may be provided by Immervox for the purchase of equipment from Immervox by the Customer during a specified term.

14.2 The supply of equipment and the provision of a hardware/technology fund (if appropriate) is conditional on you signing a minimum 24 month airtime agreement

14.3 The hardware/technology fund will be retrospectively withdrawn (you will be invoiced for goods supplied) in the event you do not maintain prompt payment or breach any terms or conditions of your airtime agreement)

15 TITLE TO GOODS

Title of goods (the owner) remains with Immervox until you have paid the full price for each item

16 SPECIFIC TERMS & CONDITIONS

SECTION 1 – ADDITIONAL SPECIFIC TERMS APPLICABLE TO DSY PRODUCTS

Please see our additional specific terms applicable to DSY products located at:

https://immervox.com/files/946a73cff9263a4c08c67e44d8730083.pdf

SECTION 2 – ADDITIONAL SPECIFIC TERMS APPLICABLE TO GMA PRODUCTS

Please see our additional specific terms applicable to GMA products located at:

https://immervox.com/files/f55134e3f51daa0fd1b76d700d3b37aa.pdf

Version control: v2.4