1. GENERAL
1.1. The Seller provides access to Emergency 000 services free of charge. However The Seller is under no liability whatsoever if the Customer is unable to access Emergency services from the service at any time.
2. BILLING
2.1. All call detail records, including date, destination number and timing where applicable, will be recorded.
2.2. Unless otherwise stated all call durations are rounded up to the nearest whole second. Call charges are calculated for each call and are rounded up to the nearest whole cent.
2.3. The Customer agree that the records of call details are conclusive evidence of the Customers use of the Services and the Customers liability to pay the Call and Service charges to The Seller, unless it can be shown that the records are incorrect. The Customer is responsible for all usage on the Customer account and all the relevant costs relating the provision of services to the Customer;
2.4. The Seller will endeavour to include all charges for calls made using the Services within 6 months of such use. However, the Customer acknowledge that where this is not possible, The Seller may include the charges in any subsequent invoice, and such delay will not affect the validity of the charges contained in the bill.
(i) Service disconnects (except where Nehos must be notified of a local number port), The Seller will refund the overpayment after the Customers request and after deduction of any other amounts due by the Customer to The Seller or any related entity.
(ii) To protect against fraud, The Seller randomly monitors for unusually high usage levels & If detected on the Customer account, The Seller may at Our discretion issue the Customer with a high usage alert at any point in time. The Seller may then suspend or restrict the Service (or any part of the Service) and issue an interim invoice & The Service will be restored once the invoice has been paid.
(iii) The Customer may view ‘Real time calls’ (un-invoiced call charges) or access account at any time by visiting The Seller website at www.nehos.net.
2.5. The Seller may at our sole discretion:
(i) impose a credit limit on the account;
(ii) vary the credit limit at anytime without notice to the Customer;
(iii) impose a restriction on ordering new services;
(iv) require payment of a security deposit;
(v) apply the security deposit, if collected under this clause, to meet any cost, loss or liability incurred as a result of the Customer failure to comply with these terms or to pay any amount payable by the Customer.
3. REQUIRED EQUIPMENT
3.1. It is the Customers responsibility to install, configure and connect the Required Equipment even if the Customer purchased it from The Seller.
3.2. The Customer must provide and maintain the appropriate equipment and network connection to Nehos network. It is the customer’s responsibility to check with Nehos before ordering any services that Customer current equipment and or network that will be used to connect to the Nehos network is recommended and compatible.
3.3. The Customer is responsible for payment of any costs associated with the data communications line (telephone line or similar link) used for Connection to Nehos network.
3.4. The Customer must, upon becoming aware of an occurrence described in this clause, immediately disconnect or deactivate (or procure the immediate disconnection or deactivation of): any networks, systems, equipment or facilities owned or operated by the Customer or any End Users that are:
(i) damaging, interfering with, or degrading or deteriorating the operation or performance of the Nehos Network or the supply of products or services to The Seller or any other customer of The Seller suppliers; or
(ii) incompatible with the Nehos Network or in order for The Seller to comply with the terms of supply by a third party; and
(iii) any connections referred to in this clause that are not made and maintained in accordance with the Service Agreement and all applicable laws.
3.5. The Customer must ensure that any equipment used by the Customer or any End Users in connection with the Service or the Nehos Network has all necessary regulatory approvals, the uses to which such Equipment is put are not prohibited by any Regulator and comply with the Service Agreement and all applicable laws, and is maintained in good repair and working condition.
3.6. The Customer consent to Nehos and The Seller suppliers (and The Seller respective Personnel) entering any premises owned, controlled or occupied by the Customer, any of the Customer Related Bodies Corporate or any End User at which the Service will be provided, and doing anything that is necessary at that premises in connection with:
(i) the installation and supply of the Service;
(ii) the delivery, installation, connection, inspection, modification, replacement, maintenance, repair, servicing, disconnection or removal of any Nehos Equipment.
4. SECURITY
4.1. All Voice services have a number of security mechanisms to prevent or minimise the customer exposure to unauthorised use of their account. It is the customers responsibility to use the tools provided to “lock down” their account.
4.2. These tools include.
(i) Account credit limits are employed (set by Nehos) based on an assessment of credit risk. If the Customer wishes to reduce or increase this amount please contact The Seller via email at accounts@nehos.net.
(ii) International daily call limits are enforced on each account. The default is $10 per day and can be changed by the customer in the customer panel.
(iii) International calls should be limited to a set destination list from within the customer panel based on international destinations the Customer normally dial. Most toll fraud breaches happen to international destinations not normally called.
(iv) Every SIP account has tools to lock calls to a single IP address.
(v) All SIP account passwords should be a minimum of 6 chars and at least 1 number and upper case letter and not be based on a dictionary word.
(vi) The customer panel employs industry standard SSL encryption. All correspondence, account changes should be done in the customer panel to encrypt communications over the internet.
4.3. It is the responsibility of each customer IT consultant to secure their system as they would secure their internet connection and local area network from outside intruders”. This also extends to use of the Customer SIP accounts outside or inside of the Customers network.
4.4. The customer is liable for all unauthorised call charges on their account.
4.5. Nehos will at the Customer’s request endeavour to implement access restrictions to the Customer’s network via the Connection and in accordance with any Customer’s specifications approved by Nehos.
4.6. The Customer acknowledges that to the extent permitted by law Nehos does not make any representations or warranties concerning the fitness for purpose or effectiveness of any access restrictions or Nehos’s network security or the Customer’s network security.
4.7. The Customer acknowledges that Nehos’s network is not a secure and confidential method of communication and shall transmit data on Nehos’s network at its own risk.
4.8. It is the customers responsibility for implementing, maintaining the security of their account, usernames and passwords, equipment and network.
4.9. Without being in any way liable, Nehos shall endeavour to ensure that all data transmitted on the Seller’s network is transmitted to the person to whom it is addressed.
5. Reliable Internet
5.1 Service Requirements
The Customer expressly acknowledges and agrees that the Voice over Internet Protocol (VoIP) service (the “Service”) requires:
(a) a router that has been properly installed, configured, and maintained in accordance with industry standards; and
(b) a reliable, high-quality internet connection with sufficient bandwidth, low latency, and minimal packet loss to ensure uninterrupted functionality of the Service.
5.2 Wi-Fi Connectivity
In the event that the Customer utilizes a Wi-Fi connection to access the Service, the Customer shall ensure that such Wi-Fi network:
(a) is of high quality, stable, and capable of supporting the Service without degradation;
(b) is free from congestion, interference, or signal instability that may impair call quality or Service performance; and
(c) adheres to security best practices to mitigate risks of unauthorized access or service disruption.
5.3 Customer Responsibility
The Customer assumes sole responsibility for ensuring their internet service and equipment (including routers and Wi-Fi networks) meet the foregoing requirements. The Provider shall not be liable for any Service interruptions, degraded performance, or failures arising from the Customer’s non-compliance with this Section 5.
6. Issue of In-Dial Number/s or DID Number/s Porting
6.1. Number reservation or reactivation fee of $100 per batch of numbers.
6.2 The Customer acknowledges and accepts that where the Customer choosing to “Port Out” their number from the Seller’s Service, the Seller must be notified within seven (7) days of the Customer’s number being “Ported Out”, failure to comply will result in the billing continuing to be charged for the number/s. Billing will only cease from the date that the Seller is informed that the Port Out has been completed.
6.3 All expenses associated with, or consequent to, the process of Porting Out shall be borne by the Customer, with charges reflecting the actual costs incurred. Ordinarily, the fees for porting 1300 services are approximately one hundred dollars exclusive of Goods and Services Tax (GST), whereas the rates for geographical numbers may be comparatively lower.
6.4 All CAT A Rejection charges are $24 gst incl per Number.
6.5 All 13 services are subject to an Annual Number Charge (ANC) and are subject to change without notice. ANC charge will be amortised over 12 months. Annual number charges are levied by the industry regulator (ACMA) as passed on through Vocus. For more information, please visit www.acma.gov.au
7. Integrated Public Number Database
7.1. The Customer acknowledge that The Seller are obliged by law to supply specified Customer Information with respect to any person who is allocated a In-Dial Number for the purposes of the Integrated Public Number Database (IPND).
7.2. The information held in this database may only be provided for an approved purpose to approved organisations such as directory information organisations or the assistance of emergency service or law enforcement organisations.
7.3. If the Customer requires information that appears on that database be altered, the Customer must request such alteration via the customer portal.
7.4. The customer must provide a valid physical address (PO Box not acceptable) on each In-Dial Number or DID Number that is created.
8. Fax Services
8.1. If a fax service is added to a single DID Number that number becomes a “Fax to E-Mail Service” number charged at the DID Number rate as listed in the Pricing Schedule listed on The Seller website.
8.2. Single DID Number from a 100 number range can be converted to be used with The Seller “Fax to E-Mail Service” but will be charged as a single DID Number.
9. 13/1300/1800 Services
9.1. The minimum contract period for all Inbound 13/1300/1800 services is 12 months unless specified on the Order Form.
9.2. The plans offered permits customers with either a VoIP enabled PBX or device to connect to Nehos via private Ethernet or public internet and have telephony traffic carried via IP. (Utilising Session Initiation Protocol – SIP). The Pricing provided for these services is based on connecting solely by this method.
9.3. If Nehos provided 13/1300/1800 numbers are required to terminate on external fixed or mobile numbers then although this is supported additional call costs will apply. In this unusual scenario the inbound call cost is as advertised and the outbound portion of the call (to the external number) will be as the call plan selected.
9.4. Only authorised contacts can order, change or remove services from the Customer account. Nehos will not accept any changes, cancels or adds to an account (for security purposes) except via the Nehos customer panel or from an email address listed within the Accounts Contacts section of the customer panel.
9.5. The Seller provides access to Emergency 000 services free of charge. However The Seller is under no liability whatsoever if the Customer is unable to access Emergency services from the service at any time.
9.6. If payment of any Charges is overdue for 14 days or more Nehos may suspend provision of the Service on 24 hours notice to the Customer. Nehos reserves the right to charge the Customer a fee for reconnection of the service.
9.7. The Customer must notify The Seller (before The Seller connects the Service) whether the Customer End User receives any priority assistance service, medical alert service, alarm service or any other service with similar service levels.
10. Caller ID Presentation
10.1. Any customer using Nehos services to make outbound calls requires the transmission of a valid outbound caller ID belonging to the caller.
10.2. Callers must ensure that any telephone number transmitted to the calling number display of the receiver terminal is reasonably likely to be capable of receiving a return telephone call for a period of at least 30 days from when the call was made to the call recipient.
10.3. Any calls made for telemarketing or research must not block the transmission of the calling line identification of a call recipient who receives the call and agree to clauses 10.1 and 10.2.
10.4. 3rd party carrier networks will block outbound calls that do not present a valid caller id or if calls are presumed to be for telemarketing or research purposes not abiding by clauses 10.1, 10.2 and 10.3 as per Industry Code C661:2020 and Australian Telecommunications (Telemarketing and Research Calls) Industry Standard 2017 Section 14