Last Updated: February 2020
CALLS TO/FROM EMERGENCY SERVICES: SERVICE, QUALITY LIMITATION & CALLER LOCATION INFORMATION.
The common emergency access number in the UK is 999, and the European Union is 112 (together, the “Emergency Numbers,” each separately an “Emergency Number”)
Emergency Numbers can be accessed, free of charge, if the Ordered SaaS Service is fully operational and if accessed from within he United Kingdom. Customer understands and acknowledges that there may be some limitations as set out in the following paragraphs.
If Customer uses the Ordered SaaS Service outside the United Kingdom (the “Service Location”) Customer will not be able to call he Emergency Numbers in such Service Location, or such calls may be routed to an incorrect answering point.
If there is a Service outage for any reason (such as electrical outages and broadband service outages) the outage may prevent access to Emergency Number dialling.
Customer must register with 8x8 its primary physical location where the Ordered SaaS Service will be used, and update 8x8 with any changes. If Customer does not update 8x8 with changes to the location of where the Ordered SaaS Service is being provided, it may or may not be possible for emergency operators and authorities to identify the location and phone number when an Emergency Number is dialled. Extension information may not be provided to emergency services, only location information of the primary location.
If an Emergency Number is dialled, Customer or its Agent will need to state the location and phone number promptly and clearly, as emergency operators and authorities may not have this information. The emergency operator may ask for specific information to correctly transfer the call to a local emergency services department such as police, fire brigade, rescue, coastguard, etc.
Emergency operators and authorities may or may not be able to identify the phone number in order to call the caller back if the call is unable to be completed, is dropped or disconnected, or if the caller is unable to speak to tell them the phone number and/or if the Ordered SaaS Service is not operational for any reason. Emergency operators and authorities may also not be able to hold the line open in the event the caller hangs up.
Customer agrees to inform Agents and other users of the Ordered SaaS Service of the above limitations and understands and accepts that its Agents and other users should always have an alternative means of accessing emergency services than through the Ordered SaaS Service.
NUMBER USAGE AND PORTING.
8x8 shall support number portability under applicable law. Customer understands that number portability may be unavailable with the Ordered SaaS Service in certain circumstances (such as no porting agreement between carriers). As such, Customer may not be able to keep its telephone numbers. Where number portability is available with the Ordered SaaS Service, 8x8 will take reasonable steps to ensure that the transfer and subsequent 8x8 activation is completed within one business day (or otherwise in accordance with applicable law), provided all necessary activation processes and validations have been completed, the network connection is ready for use and the donor provider has received a request to activate the transfer and agreed a transfer date (the "Porting Activation Requirements").
Unless provided otherwise under applicable law, the one business day time period commences from the agreed date of port and once an agreement to port has been concluded following completion of all the Porting Activation Requirements. Following completion of the Porting Activation Requirements, 8x8 will send a notification informing of the date when the number will be transferred. If following notification there is a subsequent delay in the Porting Activation Requirements, 8x8 will notify of the new date when the number will be transferred (and the one business day will commence from the new date).
If the number transfer has not completed within one business day after the confirmed transfer date, Customer is entitled to claim compensation from the second business day after the confirmed transfer date up until the number transfer completion date. Any compensation awarded shall be in full and final settlement of any claim Customer may have against 8x8 in respect of the delay. Compensation is calculated by multiplying your monthly Service Fee for the Ordered SaaS Service relevant to such number by 12, dividing by 365 and multiplying by the number of days delayed until porting is complete. Payment of any compensation shall be by credit against Customer’s next invoice.
HANDLING COMPLAINTS (Customer can request this information to be sent in large format or Braille).
How to make a complaint: 8x8 Customer Services Department handles all day-to-day service changes, fault repairs and billing queries. If Customer has an issue that falls outside of the above, or if Customer has already attempted contact but does not feel it has received an appropriate level of support, Customer may make a complaint. Customer should set out clearly the nature of the complaint and any relevant history, including ticket references where appropriate, by: (a) writing to our head office at: Oxford House, Bell Business Park, Aylesbury, Buckinghamshire HP19 8JR – Attention: Customer Support, (b) calling +44 (0)02070966060 and, or (c) emailing to firstname.lastname@example.org.
What to expect: our policy is to provide an initial response to complaints from the appropriate manager within one business day of receipt. Thereafter, the manager involved will be in contact on a regular basis as agreed. 8x8 aims to resolve all complaints to the satisfaction of our customers within two weeks.
How to escalate a complaint: Customer can escalate the complaint to a senior manager in the event it is not satisfied with handling of the complaint. The methods for doing this are as for the initial complaint: in writing, by phone or by email stating that the complaint should be escalated to senior management level.
Alternative Dispute Resolution Scheme: in the UK there is an ombudsman service scheme, i.e. an independent and impartial third party that resolves disputes between electronic communications providers and their customers. The contact details of the Ombudsman Service Scheme in the UK see http://sims.8x8.com/Documents/711664_3_8x8_UK_Complaints_Procedure_-_2016.pdf:
To the extent that an ombudsman service scheme applies, the independent and impartial ombudsman will consider both sides of the complaint and resolve the dispute; in such cases, 8x8 will be bound by that decision, but Customer may reject it and pursue other avenues
Customer Support Services & Quality and Service Guarantees: The relevant Support Plan describes the support provided to the Customer (please see the Terms or contact customer support on email@example.com for more details).
Procedures to avoid filling/overfilling a network: 8x8 engages in capacity planning and its SaaS Services are designed to tolerate reasonable failures but this cannot be guaranteed. 8x8 SaaS Services are essentially ‘overthe-top’ and, as such, interact with third party services for which are not under 8x8’s control.
Complaints Handling Code of Practice for Small Business Users: any complaints relating to Ordered SaaS Services provided to Customer Locations in the UK will be handled in accordance with 8x8’s Complaints Handling Code of Practice for Small Business Users (which complies with the Ofcom Approved Code of Practice for Complaints Handling). 8x8’s Complaints Handling Code of Practice for Small Business Users can be found at http://sims.8x8.com/Documents/711664_3_8x8_UK_Complaints_Procedure_-_2016.pdf.