Terms and conditions

Euphoria Telecom (Pty) Ltd agrees to provide communication services to the Customer subject to the following terms and conditions:

1.  Introduction

1.1 Euphoria Telecom has entered into agreements with various companies to provide wholesales electronic communications network service (“ECNS”) and electronic communications service (“ECS”) under license. We are authorised to resell these licensed services.  

1.2 This agreement sets out the terms and conditions that We have agreed with You to provide You with the services (and any other services) that You have requested from us. 

2.  Interpretation and Definitions

In this Agreement, the following terms have the meanings provided below:

2.1 “Agreement” means the terms and conditions set out in this document (including all annexures) and  Euphoria Telecom’s quotation accepted by the Customer. 

2.2 “Approved Hardware” means your hardware which has been certified and approved for use with Euphoria Telecom’s services.

2.3 “Change Management” means Euphoria making a change to the settings or scope of the Service (for example a change to PBX settings).

2.4 “Cloud” means the use of remote servers accessible over an internet connection.

2.5 “Downtime” means Euphoria Telecom’s servers are unavailable due to problems with Euphoria Telecom’s systems or hardware (and not due to any third party dependency).

2.6 “Emergency” means the Customer is unable to make use of Euphoria Telecom’s services while using approved hardware and Suitable Connectivity for voice transmission.

2.7 “Equipment” means equipment supplied by Euphoria Telecom to You as requested by You for use with the Service and as recorded in your quotation.  Equipment may, for example, include VoIP hardware, network routers, switches, handsets and modems.

2.8 “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime experienced in a calendar month, divided by the total number of minutes in a calendar month.

2.9 “PBX” means Private Branch Exchange, which is a private telephone network used within a company.

2.10 “PoPIA” stands for the Protection of Private Information Act, No 4 of 2013

2.11 “Service” means the provision of cloud PBX and voice services, call recording and logging, cloud based (hosted) email services and data and/or internet services as more fully described in Annexure C.

2.12 “Service Fees” means the fees charged for using our Service.

2.13 “Suitable Connectivity” means a quality internet connection with low enough latency, jitter and packet loss for clear voice transmission. Using a Wi-Fi connection (including 2.4 & 5GHz ranges) has no guarantee of acceptable call quality. Sharing voice and data over a single connection without quality of service for voice traffic has no guarantee of acceptable call quality. Using a smartphone application on a connection that is congested or without quality of service for voice traffic, has no guarantee of acceptable call quality. 

2.14 “Support” means providing assistance by email or telephone and/or diagnosing a problem directly related to the functioning of the Service. 

2.15 “TMS” means Euphoria Telecom’s proprietary online Telephone Management System.

“Number Porting” Euphoria helps facilitate Geographic Number Porting services to Fixed line Number operators such as Telkom and Liquid Telecom as well as their registered Service providers and Qualified ECNS operators as defined by ICASA.

2.16  “Default Extension” means we provide the customer with the ability to have multiple Extension Types on an account, the Default Extension will automatically be the Extension Type with the greater quantity.

3.  Period of this Agreement

This agreement will commence on the date of signature and will continue until either party terminates the agreement on 30 (thirty) days’ written notice or for breach. 

4.  Services

Euphoria Telecom will provide You with the Service in accordance with the service levels in Annexure C and supply the Equipment (if any has been requested by You). Our Service will be provided in a professional way and in accordance with generally accepted telecommunications industry standards. We will use our best efforts to keep the Service available at all times. However, our Services have third party and connectivity dependencies and Euphoria Telecom will not be responsible for any business interruption, loss of use, profit, anticipated profit, contracts, revenues, goodwill, anticipated savings, business information, data or other monetary loss that You may suffer if our Service is not available. It is the Customer’s responsibility to make sure that You have the necessary backup plans in place should our Services not be available at any time.  

5.  Your Undertakings

5.1 You agree that You have assessed your needs and the Service and Equipment selected by You are suitable for your requirements.

5.2 You agree that while using the Services You will comply with the applicable laws. We draw your attention to our “Shared Responsibility Model” which is outlined in our Privacy Policy.

5.3 You agree that you have read, understood and agreed with the Euphoria Telecom’s “Terms & Conditions”, “Acceptable Use Policy”, “Privacy Policy” and the Euphoria Promotion of Access to Information Manual (“PAIA Manual”). These documents are published on the Euphoria website: www.euphoria.co.za

5.4 You understand that interconnectivity between communication networks is an essential requirement for our Services. As such, You agree that You will not do anything (or fail to do something) which may damage, impair or preclude Euphoria Telecom’s network, the network of our suppliers or any interconnected networks. 

5.5 You acknowledge that if We or our suppliers have reason to believe that You are abusing the Service or using the Service unlawfully or for an improper purpose then We (or our suppliers) are entitled to suspend the provision of the Service without liability to Euphoria Telecom or our suppliers. If the Service is suspended in terms of this clause, We will give You notice of the suspension and the reasons for the suspension. You indemnify Euphoria Telecom and hold us harmless against any claims by third parties in respect of any prohibited or unlawful activities conducted by You while using the Service.

5.6 You must ensure that all your staff are trained in the proper use and operation of the Equipment and the TMS and that they are used in accordance with applicable manuals and instructions. 

5.7 You must: 

5.7.1 Comply with any instructions issued by Euphoria Telecom regarding your use of the Service and Equipment required for the provision of the Service.

5.7.2 Provide Euphoria Telecom with all information relating to your use of the Services and Equipment that We may reasonably require from time to time.

5.7.3 Provide primary contacts responsible and authorised to interact with us for administration, ordering new products and services, submitting Change Management requests and Support requests. Your primary contact information is set out in Annexure B. You must notify us of any change to the names/contact details of your primary contacts.

5.7.4 Provide Euphoria Telecom with all hardware information that You intend to use with the Services for our verification and approval before use with the Euphoria’s services.

5.7.5 Confirm in writing the length of time You require Retention of Your data for Your individual extensions in order to comply with the legal or regulatory obligations of Your industry. Euphoria Telecoms standard data retention period is 6 months. Additional retention is available per extension at an additional monthly charge.

5.7.6 Should You have an account with multiple Extension Types it is Your responsibility to stipulate which additional Extension Type you require as Your account will automatically be charged at Your default Extension Type unless otherwise stipulated by You at the time of placing Your order.

6.  Charges

6.1 Costs of the Service and Equipment (if any) are set out in the quotation accepted by You when You request the Service or Equipment.

6.2 International payments will be accepted provided You are liable for all transaction fees including Foreign exchange and will be allocated to your PBX once the funds have reflected in our bank account.

6.3 Calling costs are calculated from the 15th to the 14th of each month and paid in arrears for postpaid accounts. 

6.4 Service Fees are calculated by calendar month and paid in advance for debit order accounts.

6.5 Prepaid services are renewed in advance and airtime purchased via the TMS by you as required.

6.6 Airtime is non-refundable or transferable.

6.7 Euphoria Telecom has the right to change the costs of its services at any time on 30 (thirty) days’ notice.

6.8 Charges for additional services (for example Change Management) will be invoiced separately at Euphoria Telecom’s standard service rates.

6.9 Dormant extension fees will apply for any extensions you request to remain on your PBX for data retention purposes, all other functionality will be disabled on dormant extensions.

7.  Credit and Deposits 

7.1 You authorise Euphoria Telecom to conduct all reasonable credit checks and searches to establish your creditworthiness and You must provide us with all documents reasonably required by us to undertake the necessary credit checks. We undertake that We will comply with all applicable data protection laws when processing your information.  

7.2 We may require a deposit or limited personal/joint liability surety to cover any debt that You may owe to us. We may set a calling credit limit for You at our discretion and may amend this from time to time. If You reach or exceed the calling credit limit set by us at any time during the use of the Service, your outbound calling services will be automatically suspended. These services will only be restored when You pay all amounts due to us or provide us with additional surety.

7.3 If You do not pay on time for prepaid services your services will expire automatically. Expired services can be reactivated within 3 (three) months of expiry at no cost. After 3 (three) months of expiry, your account will be terminated and all records, data and airtime deleted from our records. Any service resumption after the 3 (three) month period will be at the discretion of Euphoria Telecom.   

8.  Payment 

8.1 If You are a “Post-Paid” customer We require You to complete a debit order instruction in the form of Annexure A. Payments will be made in accordance with the debit order instruction. The maximum limit for a debit order is R150,000.00. Should the monthly amount due to us exceed this amount, You 

must pay us the excess amount by EFT within 5 (five) working days of the date of invoice. 

8.2 Invoices will be issued on or about the 15th day of each month.

8.3 Euphoria Telecom’s invoices will be deemed to be correct unless You raise a dispute or query within 45 (forty-five) days of receiving it. If You dispute or query an invoice You must submit a written claim for the disputed amount, fully documenting the basis of the claim and with sufficient evidence and documentation to support it. You remain liable to pay all undisputed amounts. 

8.4 A deposit fee is applicable for all cash and cheque deposits.

8.5 If there are outstanding balances on your account or your debit order fails, we reserve the right to suspend and/or convert your account to prepaid should we deem it necessary. 

8.6 Debit orders cannot be run on setup costs (initial invoice) or hardware related invoices until 3 successful debit orders have been processed against your account.

8.7 Should your debit order details change it is your responsibility to notify us of such changes and return to us the required documentation well in advance of the agreed upon debit order date.

9.  Allocated Telephone Numbers     

9.1 You are entitled to port your number/s in accordance with the rules of any applicable regulator or authority (for example, ICASA).  

9.2 You are not permitted to use a number in any geographical area other than the geographical area to which the number is assigned.

9.3 The rights in geographic specific numbers from the national numbering range (for example, 021 or 031) will be deemed to be those of the Customer in accordance with ICASA regulations and may be ported prior to termination of this Agreement. 

9.4 As per ICASA regulation, Section 69 of Act No. 36 of 2005, calls using 086 or international numbers as their CLI to local numbers will be blocked.

10.  Geographic Number Porting

10.1 Porting can take between 7-21 days to complete and is entirely dependant on the porting authority and your current service provider.

10.2 Due to the importance of porting telephone numbers, it is critical that clients test their ported numbers from all networks in order to establish if there are any issues. Please report any issues after porting has taken place so  Euphoria Telecom’s can assist the client..

10.3 It is the clients responsibility to ensure all services no longer required are cancelled with their current provider. Euphoria Telecom will not be liable for any charges incurred from your current provider due to services not being cancelled. Euphoria Telecom cannot cancel any services on behalf of a client nor can We advise on which services to cancel, cancellation of services is between You and your current provider.

10.4 Services should only be cancelled with Your current service provider once Your number(s) have Ported to Euphoria Telecom and been tested, should You cancel Your services before the porting process has taken place Your number(s) will be lost. 

11.  Breach

Either party may, on giving ten (10) days’ written notice of breach, terminate this Agreement unless the party receiving the notice cures the breach within the ten (10) day period. Upon termination, You must pay Euphoria Telecom for all Services rendered and expenses incurred by You prior to the date of termination. 

12.  Limitation of Liability

12.1 Euphoria Telecom will not be liable to the Customer, its employees, agents or subcontractors or any third party for any consequential, indirect, special or incidental loss or damage of whatsoever nature and howsoever arising. This includes but will not be limited to loss of property or loss of profit, business, goodwill, revenue or anticipated savings or any costs, claims or demands whether out of breach of express or implied warranty, breach of contract, misrepresentation, negligence, strict liability, in delict or otherwise, whether asserted against Euphoria Telecom or against the Customer by any third party and whether based on or in relation to this Agreement, any Service or supply of Ancillary Product, the rendering or non-rendering of the Services, withdrawal or suspension, or otherwise.

12.2 Euphoria Telecom depends on third-party providers, directly or indirectly, to provide its services. To the extent permitted by law, the Customer agrees not to hold third-party service providers liable for damages, losses, costs or expenses for any consequential, incidental or indirect losses or for any loss of profits, business, income or interest, or in respect of any claims by third parties arising from or in connection with any act, omission, neglect or default of a third party provider, or Euphoria Telecom where this is a direct result of the third party provider act or omission, neglect or default.

12.3 Your exclusive remedy for any claim arising out of this Agreement is for Euphoria Telecom to return the Services Fees paid to it by You in the 6 (six) months immediately preceding the event that gave rise to the claim. 

13.  General Rights and Obligations

13.1 Neither the Customer nor Euphoria Telecom are legally obliged to comply with any express or implied term, condition, undertaking, representation, warranty, or promise not recorded in this Agreement.

13.2 This Agreement replaces any arrangement or understanding held by the parties before the commencement of this Agreement.

13.3 No amendment, addition or consensual cancellation of this Agreement will be binding unless it is recorded in writing and signed by the Customer and Euphoria Telecom.

13.4 If Euphoria Telecom brings legal proceedings against the Customer to enforce payments of amounts owed to it, the Customer will be responsible to pay all costs Euphoria Telecom incurs in collecting the payment.

13.5 Neither party will lose any of its rights under this Agreement if it does not immediately and in every instance insist on them. 

13.6 The Customer and Euphoria Telecom agrees to accept any notice and legal processes at the address indicated on the front page of this Agreement. 

13.7 Euphoria Telecom agrees to keep all information it has obtained regarding the Customer confidential and will only use such information for the purposes of providing the Services and conducting the necessary credit checks.

13.8 Euphoria Telecom is in no way liable for Customer Retention Periods and the Customer acknowledges that they have stipulated their Retention Period as is required in point 5.7.5 of this Agreement.