Telecommunications Service Terms

These terms apply where your Order Form includes a CapNet telecommunications service: VoIP, broadband, number porting, leased lines, or related connectivity. They sit alongside, and are supplemental to, your CapNet Standard Terms & Conditions.

1. Voice over IP (VoIP) Telephone Services

1.1 Horizon Hosted Telephony

Horizon is a cloud-based business telephone platform. It provides voice calling, voicemail, call routing, auto-attendant and unified communications over an internet connection.

Technical requirements: a broadband or Ethernet connection (minimum 100 kbps per concurrent call); compatible IP handsets or softphone clients; a stable power supply.

Contract terms: minimum term as set out on the Order Form (typically 24 months). At the end of the term the Contract renews automatically for a further term equal to the greater of the term stated on the Order Form or 24 months, unless either party gives notice of non-renewal at least 30 days and no more than 60 days before the end of the term. Charges during a renewal term are those of the preceding term plus an increase not exceeding 6% per annum. Early termination within the minimum term triggers immediate payment of all remaining monthly charges.

Equipment and handsets: the Company retains ownership until expiry of the minimum term and full payment. The Customer bears replacement costs for loss, theft, or damage beyond normal wear. Only the manufacturer warranty applies.

Call charges: inclusive minutes are subject to the Acceptable Use Policy at Section 6; overage is charged at the Company's then-current rates. Fraudulent charges remain due except where directly caused by the Company.

Emergency calling: see Section 7.

1.2 Webex Unified Communications

Webex is a cloud-based unified communications platform. It provides voice calling, video meetings, messaging and collaboration through the Webex application and compatible desk phones. The platform is operated by Cisco and supplied to the Company through its upstream network provider.

Packages: Webex is licensed per user. The features available to each user depend on the package assigned to them, as set out on your Order Form. The principal differences between packages are:

Meetings started from within a messaging space are limited to 100 participants on Webex Calling and Customer Assist, and 300 on Webex Suite and Webex Meetings. Cloud recording storage is per organisation, not per user.

Requirements: a valid site address; a package for each user; a telephone number for each site emergency number; a telephone number or direct dial for each user; power for devices, by power supply or a PoE network switch; an internet connection with sufficient bandwidth and the required ports and destinations reachable through your firewall; and a compatible device. Where the Company does not manage your local network, the required firewall access and bandwidth are your responsibility.

User accounts: each end user requires an individual account; account sharing constitutes a material breach.

Platform changes: Webex is a continuously developed cloud platform. The Webex application and device firmware update automatically. Features may be added, changed, renamed, or withdrawn by the platform provider at any time as part of normal platform development, and the Company has no control over this. Such a change is not a breach of contract by the Company, does not give rise to a right to terminate before the end of the minimum term, and does not entitle the Customer to a refund or reduction in charges.

Content retention: messages, files, whiteboards, cloud recordings and transcripts are retained on the platform for a default period of 360 days. Where an extended-retention entitlement applies to your organisation, a longer period can be configured on request. Content older than the retention period is deleted automatically by the platform and cannot be recovered. It is the Customer's responsibility to export or store locally anything it needs to keep beyond that period, including for regulatory or evidential purposes.

Data on termination: Webex content is held in the platform provider's cloud, not on Company systems. The Company's data handover obligations under the Standard Terms & Conditions do not extend to it. When the service ceases, the Webex organisation is closed and its content becomes irrecoverable. The Customer must export anything it wishes to keep before the cessation date.

Call recording: where a package includes call recording, the Customer is solely responsible for using it lawfully. That includes notifying callers and recorded parties where required, establishing a lawful basis under UK GDPR and the Privacy and Electronic Communications Regulations, and meeting any sector-specific retention obligations. On packages where recording is local only, no copy is held in the cloud and the Customer is responsible for its storage and backup.

AI features: some packages include features that process call, meeting and message content: live and post-call summaries, call and voicemail transcription, meeting summaries and transcripts, and message rewriting and translation. These are provided by the platform provider and subject to its terms. The Customer is the controller of any personal data processed through them and is responsible for informing users and meeting participants, completing any data protection impact assessment it considers necessary, and configuring or disabling the features to suit its own policies.

Devices: only handset and device models listed as supported by the platform provider will work with the service (see Section 11.5). Hot-desking requires specific device models, which the Company will confirm before order; converting a hot-desk-only device to a full calling device requires an additional package and is chargeable. Webex is not supported in Virtual Desktop Infrastructure (VDI) environments.

Administration: the service is administered by the Company through the platform provider's control portal as part of the managed service. The Customer does not need to hold or maintain an administrator account. Where the Customer requires its own administrator access, the Company will provide it on request. Reasons might include discharging a legal hold, responding to a data subject access request, or meeting an internal compliance obligation. Automated messages from the platform provider must be permitted through the Customer's email filtering.

Contract terms: minimum term as set out on the Order Form. Webex subscriptions are available on 30-day rolling, 36-month, or 60-month terms; the term that applies to you is the one stated on your Order Form. At the end of the term the Contract renews automatically in accordance with the Standard Terms & Conditions, unless either party gives notice of non-renewal at least 30 days and no more than 60 days before the end of the term. Early termination within the minimum term triggers immediate payment of all remaining monthly charges.

Hardware supplied with a subscription: where handsets or devices are supplied at a reduced or nil upfront cost as part of a subscription, that cost is recovered across the minimum term. On early termination the full outstanding hardware value becomes immediately payable in addition to the remaining monthly charges. Any hardware allowance attaching to a subscription is an arrangement between the Company and its supplier; it is not a Customer credit, carries no cash value to the Customer, and any unused balance remains the Company's property.

Third-party terms: Webex is provided by Cisco through the Company's upstream network provider. Use of the service is subject to the platform provider's end user terms and acceptable use policy, which users accept on first sign-in, and the Customer must ensure its users comply. Restrictions on reverse engineering and derivative works apply.

Emergency calling: see Section 7. Support: see Section 9.

2. Broadband and Connectivity Services

2.1 FTTC (Fibre to the Cabinet)

Fibre optic to the street cabinet with a final copper connection to the premises. "Up to" 80 Mbps download and 20 Mbps upload are quoted; actual speeds depend on cabinet distance, line quality, internal wiring, congestion, and equipment. No specific speed guarantees are provided. Minimum term per Order Form (typically 12 to 24 months).

2.2 FTTP (Fibre to the Premises)

Dedicated fibre from the exchange to the premises. Speeds range from 0.5 Mbps to 1 Gbps by package. Installation may require civil engineering work; Excess Construction Charges (ECC) identified during survey require Customer approval before proceeding.

2.3 SoGEA (Single Order Generic Ethernet Access)

Broadband without a traditional telephone-line requirement. "Up to" 80 Mbps download and 20 Mbps upload available.

Number porting: existing numbers must port within 7 working days of broadband activation. Failure results in permanent number loss; the Company is not liable beyond reasonable porting efforts.

2.4 Ethernet Leased Lines

Dedicated, uncontended bandwidth. Speeds from 10 Mbps to 10 Gbps available. Installation typically 60 to 90 working days (estimates only). ECC applies for significant civil works. Minimum term per Order Form (typically 36 months). Early termination equals all remaining recurring charges.

Cessation notice: Ethernet circuits require 60 days' written notice. Notice of cessation or non-renewal must therefore be given at least 60 days and no more than 90 days before the end of the term. This replaces the notice window in the Standard Terms & Conditions for Ethernet services only; all other services follow that window.

3. Installation and Engineering

3.1 Installation types

Standard: up to 10 m internal wiring; network termination within 1 m of a power socket; one device connection.

Premium: up to 30 m from lead-in; existing cable tray / trunking routing; up to 2 data extension kits. Additional charges apply.

Advanced: up to 100 m wiring; multiple walls; existing cable management; removable ceiling / floor tiles; existing structured cabling. Additional charges apply.

3.2 Customer obligations

Ensure an authorised, responsible person is present at the premises during the entire installation visit. Provide safe access to required areas, available power, and accurate site information.

3.3 Missed appointments and aborted visits

4. Number Porting

4.1 Overview

Porting transfers existing telephone numbers from your current provider to the Company's platform. It is governed by industry regulations and needs several parties to cooperate.

4.2 Letter of Authority (LOA)

The required LOA must be dated within 3 months, list specific numbers only, be signed on all pages by an authorised signatory, and contain information matching the current provider's records. Incomplete or inaccurate LOAs result in rejection and potential charges.

4.3 Porting timescales

Porting timescales are governed by industry processes outside the Company's control. Specific dates cannot be guaranteed.

4.4 Porting charges

Standard porting per order; out-of-hours (evening / Saturday) pricing; rejection charges for Customer error; re-submission charges for failed ports.

4.5 Important notes

Cancel directory listings with the current provider before porting to avoid ongoing charges. Security / alarm services must cease before porting. Previously ceased numbers cannot be ported.

Porting requires an agreement to be in place with both the current owning provider and the original range holder. Where no such agreement exists, the number cannot be ported.

4.6 Webex number provisioning

Sequencing: for Webex services, port requests can only be submitted once the Webex organisation has been created and the initial order completed. Porting cannot run in parallel with the build, and any go-live date quoted before the organisation exists is an estimate only.

Non-geographic numbers: numbers prefixed 030 and 033 can be assigned directly to users and workspaces. Other non-geographic prefixes, including 0845, 0844, 0870 and 0871, can only be used as service numbers and cannot be assigned as a user's direct dial.

5. Pass-Through Charges

Third-party network infrastructure delivery may incur additional charges, which the Company passes through to the Customer where they were not in the original quotation:

• Construction & civil works: ECC for FTTP and Ethernet installations.
• Engineering: SFI2 fault investigation where the fault is in Customer equipment or wiring; out-of-hours engineering.
• Missed appointments: no access, aborted visits, late cancellations.
• Number porting: orders, rejections, out-of-hours porting, re-submissions.
• Number services: conservation area charges, selection fees, directory listing, 999 compliance.
• Broadband: excess data on capped services, care upgrades, hot-site charges.
• Equipment: router / handset replacement for loss, damage, misuse.
• Regulatory: charges arising from legislative changes or Ofcom directions.
• Order changes: modifications after provisioning has commenced.

Any third-party-levied cost not in the original quotation passes through to the Customer within 14 days of invoice. The Company uses reasonable endeavours to give advance notification.

6. Acceptable Use Policy

6.1 General acceptable use

Services may not be used for activities that are illegal under the Communications Act 2003, the Computer Misuse Act 1990, the Regulation of Investigatory Powers Act 2000, or other applicable legislation; for offensive or unlawful content; for unsolicited bulk communications (50+ recipients per email or 5+ emails per minute); for network vulnerability testing; for email-header forging; or for unauthorised collection of personal information.

6.2 Voice services: fair use

"Unlimited" or "inclusive" minutes are subject to fair use, meaning reasonable business use only. Prohibited uses include: auto-dialling, predictive dialling, call-blasting, bulk campaign calling, excessive external forwarding, traffic arbitrage, and any activity with adverse network or user impact. Each account is exclusive to one user.

Breach consequences: immediate suspension or termination without notice, conversion to metered usage with retrospective charges, and invoicing for excess conveyance costs.

6.3 Broadband: fair use

"Unlimited" allowances remain subject to the Acceptable Use Policy. Usage exceeding 100 GB in 24 hours on a single circuit is deemed excessive; same-day excess across multiple circuits at one site is also excessive. The Company may recommend an upgrade or, where excess persists, restrict, suspend, or terminate the service.

7. Emergency Services (999/112)

7.1 VoIP limitations

VoIP services have critical emergency-calling limitations:

• Power dependency: no service during power outages without battery backup.
• Broadband dependency: internet outage eliminates calling.
• Location accuracy: services cannot automatically identify the caller's location.
• Presented number and address: the number presented to the emergency operator is the user's own direct dial. Where a user has no direct dial, the site number is presented, and the address held against that site number is what the operator sees. Users working away from the registered site should expect the operator to ask them to confirm their location.
• Call handling: mid-call functions such as transfer are disabled on emergency calls by design, to prevent a call being lost.

7.2 Customer obligations

Provide accurate address information (including full postcode) for every telephone number at the point of order. Notify the Company in writing before any user or site relocates, and provide the new address, so that emergency service records can be updated. Inform all users of the VoIP limitations. Maintain alternative emergency contact means. Provide battery backup where applicable.

The Company relies entirely on the information the Customer provides to establish and maintain these records, and is not able to verify it independently.

7.3 Disclaimer

The Company is not liable for emergency-services failure or delay arising from power failure, broadband outage, suspension of the service, incorrect or out-of-date Customer-provided address, or factors outside its reasonable control.

8. Broadband Traffic Management Policy

During peak hours (Monday to Friday, 08:00 to 18:00) traffic management prioritises critical applications:

Outside peak hours, all traffic is treated at the highest priority. Third-party CPE aggregation solutions (e.g. Shareband) are unsupported; the Company accepts no responsibility for performance issues arising from them.

9. Service Levels

9.1 Fault reporting

Help desk: 03454 705 704 · support@capnet.co.uk

Hours: Monday to Friday, 08:00 to 17:30 (excluding bank holidays).

9.2 Fault-resolution targets

The targets below are targets only. They are not guarantees and do not give rise to financial compensation unless a separate written SLA exists.

9.3 Engineering charges for fault investigation

Charges apply where a fault is traced to Customer equipment, internal wiring, or LAN, including "no fault found" at network level.

9.4 Exclusions

Targets do not apply where: the fault is in Customer equipment, wiring, or LAN; there is a premises power failure; force majeure; access is not provided; during scheduled maintenance; or where the account is overdue.

9.5 Hosted platform support

Where a service is delivered on a third-party hosted platform, including Horizon and Webex, the Company provides first-line support and escalates to the platform provider where necessary. The following sit outside the scope of platform support and, where the Company assists, are chargeable at the rates in your agreement:

• internet access not supplied by the Company
• cabling, power, switching, routing and firewalls
• DNS and directory services
• single sign-on, multi-factor authentication and identity provider configuration
• Microsoft Teams integration, calendar integration, and other third-party app integrations
• certificates, local gateways and site survivability
• bots, custom integrations and API work
• deployment in Virtual Desktop Infrastructure (VDI) environments, which the platform provider does not support

9.6 Call records

Calls between users within the same Webex organisation stay inside the platform and do not generate call detail records. Only calls that break out to the public telephone network appear in call records and usage reporting.

10. Network Changes and Migration

UK network modernisation, including the Openreach copper-retirement programme, may affect services. The Company will notify early, work on a suitable migration, and provide quotes for migration work. The Company is not liable for service interruption arising from infrastructure-provider changes. Migration charges may apply.

11. Equipment and CPE

11.1 Ownership

Equipment (routers, switches, handsets, CPE) remains the Company's property until the minimum term has expired and full payment received.

11.2 Customer responsibilities

Until ownership transfer, the Customer must: maintain equipment in good condition; not modify, sell, or dispose of it; insure against loss, theft, or damage; and pay full replacement costs.

11.3 Warranty

Manufacturer warranty only; the Company provides no additional warranties. Selected IP handsets carry an extended warranty during the supported lifecycle (excluding power supplies, stands, and cords), reverting to a 12-month standard upon manufacturer end-of-sale.

11.4 Return of equipment

On service termination, return non-transferred equipment within 14 days at the Customer's cost. Failure to do so results in a charge equal to the full replacement cost.

11.5 Supported devices

Only device models listed as supported by the relevant platform provider will operate with the service. The Company confirms the supported model list on quotation. Devices sourced elsewhere, and models withdrawn from support by the manufacturer or platform provider, are not covered by the service; any work to configure or troubleshoot them is chargeable.

Hot-desking is supported on selected desk phone models only, and not on all third-party handsets. The Company confirms compatibility before order.

11.6 Subsidised hardware

Where hardware is supplied at a reduced or nil upfront cost as part of a subscription, that cost is recovered across the minimum term. On early termination the full outstanding hardware value becomes immediately payable in addition to the remaining monthly charges.

12. Telephone Numbers

12.1 Ownership

Telephone numbers are allocated under a revocable use right per Ofcom regulations. They are not owned by the Customer or the Company and may be recovered or reallocated by the regulator.

12.2 Utilisation

Inactive numbers (not activated within 3 months) may be recovered without notice.

12.3 Quarantine

After cessation, numbers enter a 3-month quarantine. Porting is possible within the first month only; permanent loss is likely thereafter.

13. Price Changes

The Company may increase charges for regulatory changes, upstream-provider increases, and tax / duty / levy changes. At least 30 days' written notice will be given. A price increase does not entitle the Customer to terminate early.

14. Contact us

Capital Networks Ltd (CapNet)

Address: The Lauries, Office 305, 142 Claughton Road, Birkenhead, Wirral CH41 6EY
Support: 03454 705 704 · support@capnet.co.uk
Web: www.capnet.co.uk