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Additional Service Terms

Remote/Home User

A single West IP Communications (“West”) phone will generally work and perform well over most broadband Internet connections. There will be times, however, that local network issues, Internet traffic, and routing table changes cause interruption or poor quality communication across non-managed network connections.  This includes, but is not limited to, one-way voice, echo and/or dropped calls, for any call in which a user at this location is participating. When these events occur they may be out of the control of your service provider and always out of the control of West.

West does not and cannot guarantee service to users not utilizing West-provided MPLS network access. This includes, but is not limited to, users operating a West device (hard or soft phone) at home or a remote office over any broadband connection (DSL or Cable Modem) or other connection into the global Internet.

West cannot assist in the setup of home networks or provide troubleshooting on an ongoing basis for those users operating from a location without West-provided MPLS network connectivity. 

West recommends the following for the home/remote users:

  • Broadband connection of equal or greater speed than 1.5 Mbps/384Kbbps through a major service provider
  • Linksys broadband router capable of providing NAT (most models).

West is not responsible for the setup, maintenance or the support of any device on the home network.

West understands the value of being able to extend your workplace to the home office which has led to the development of a platform that meets these needs and that will support and maintain all portions of the network and infrastructure within the control of West in order to ensure the best possible experience.

Trunking Services

PBX Setup
Customer is responsible for any/all changes to the PBX, scheduling the appropriate personnel to make any/all changes and charges associated with those changes.

Consulting/Professional Service fees are not included in the West NRC.  If such services are required, they can be performed and charged for on an hourly basis

Customer should expect the need for subject matter experts, as it relates to their premise-based PBX to be required during the installation, setup and testing of the trunks delivered.

Site Information
Customer acknowledges that local switch/data infrastructure is Customer’s responsibility.

Customer is responsible for any/all changes to the local infrastructure, scheduling the appropriate personnel to make any/all changes and charges associated with those changes.

Circuit Information
Any installation charges (for the circuit or otherwise) include charges for delivering the circuit to the Customer premise (Local Exchange Carrier’s demarcation point of the building).  Any additional charges from the local telephone company, or any third party, for bringing the circuit into Customer facility/suite/network closet or otherwise will be passed through to the Customer.

All West-provided Circuits are ordered after receipt and acceptance of the executed contract and completion and submission of the pre-install packet.  Customers may anticipate the following installation intervals, based on West’s normal Circuit intervals.  Installation intervals are estimates only and are not guaranteed.

  • T-1 - 45 to 60 days
  • DS3 - 60 to 90 days
  • Metro Ethernet - 90 to 120 days

West will provide a Firm Order Commitment (FOC) date once West receives that date from the LEC. Typically, the LEC can be expected onsite within five (5) business days of the FOC date. Several days after the LEC Implementation, the Circuit will be released to West for testing and turn up. West cannot control or schedule when the LEC comes on-site. Customer is responsible for informing all parties of the anticipated arrival of the technician so that the technician is not turned away.

West begins billing the data services portion of the order beginning on the Circuit installation/FOC date.

Data cutovers are done Monday, Wednesday and Friday from 8 am to 6 pm; Tuesday and Thursday from 8 am to 9 pm (ET), any cutovers outside of that timeframe will be at additional cost.

West requires that all CPE in which a West Circuit terminates be setup on West-provided TACACS with West having management rights.

Phone Numbers
If the Customer does not use DID numbers, Customer may have their existing numbers Remote Call Forwarded to West. If they choose this until West is able to port Customer numbers on to West’s network, Customer will incur Remote Call Forwarding (RCF) charges from its current carrier. Installation timeframe is shortened as it is not dependent upon the port timeframe.

—OR—

If the Customer uses DID numbers or wants to port numbers instead of incurring RCF charges, Customer may do a live port. There are no additional charges from West and estimated installation timeframes are 4 to 5 weeks.

Customer must provide a list of Phone Numbers (Local and 800) to be ported on to the West network.  Customer acknowledges that installation delays may occur if this information is not provided within 1 business day of executing the applicable contract for Service with West.

Voice Porting Disclaimer
When porting numbers, changing the date of the port once an FOC has been established increases the risk of numbers porting prematurely, numbers porting on the original port date OR numbers being excluded when the port takes place.

All porting is done Monday through Thursday from 7 am to 7 pm, Friday from 7 am to 2pm (ET).  Porting cannot occur over the weekend.

If the port date is changed at the Customer’s request once FOC has been given, there will a onetime charge of $500 (per port)

New DID Acquisition
West does not support vanity number requests.

West cannot guarantee continuous number blocks or particular 4 digit range.

Any new DID resubmissions will incur a charge of $250 (per submission)

VoiceMaxx, VoiceMaxx CE or Wide Area Network ('WAN') Services

Site Information
Customer acknowledges that local switch infrastructure is Customer’s responsibility and 10/100 managed switches are required.

Customer acknowledges that Cat5 or Cat6 Ethernet cable is required for any location where an IP phone is to be placed (note: computer and phone can utilize single Ethernet run).

Customer is responsible for any additional cable runs for the deployment of the IP telephones

Customer acknowledges that power outlet within close proximity to the IP phone is required, unless PoE (Power over Ethernet) switches are being utilized.

Circuit Information
Any installation charges (for the circuit or otherwise) include charges for delivering the circuit to the Customer premise (Local Exchange Carrier’s demarcation point of the building). Any additional charges from the local telephone company, or any third party, for bringing the circuit into Customer facility/suite/network closet or otherwise will be passed through to the Customer.

All West IP Communications (“West”)-provided Circuits are ordered after receipt and acceptance of the executed contract and completion and submission of the pre-install packet. Customers may anticipate the following installation intervals, based on West’s normal Circuit intervals. Installation intervals are estimates only  and are not guaranteed.

  • T-1 - 45 to 60 days
  • DS3 - 60 to 90 days
  • Metro Ethernet - 90 to 120 days

West will provide a Firm Order Commitment (FOC) date once West receives that date from the LEC. Typically, the LEC can be expected onsite within five (5) business days of the FOC date. Several days after the LEC Implementation, the Circuit will be released to West for testing and turn up. West cannot control or schedule when the LEC comes on-site. Customer is responsible for informing all parties of the anticipated arrival of the technician so that the technician is not turned away.

West begins billing the data services portion of the order beginning on the Circuit installation/FOC date.

Data cutovers are done Monday, Wednesday and Friday from 8 am to 6 pm; Tuesday and Thursday from 8 am to 9 pm (ET), any cutovers outside of that timeframe will be at additional cost.

West requires that all CPE in which a West Circuit terminates be setup on West-provided TACACS with West having management rights.

The following terms apply to VoiceMaxx and VoiceMaxx CE, but do not apply to WAN Services:

Phone Numbers
If the Customer does not use DID numbers, Customer may have their existing numbers Remote Call Forwarded to West. If they choose this until West is able to port Customer numbers on to West’s network, Customer will incur Remote Call Forwarding (RCF) charges from its current carrier. Installation timeframe is shortened as it is not dependent upon the port timeframe.

—OR—

If the Customer uses DID numbers or wants to port numbers instead of incurring RCF charges, Customer may do a live port. There are no additional charges from West and estimated installation timeframes are 4 to 5 weeks.

Customer must provide a list of Phone Numbers (Local and 800) to be ported on to the West network.  Customer acknowledges that installation delays may occur if this information is not provided within 1 business day of executing the applicable contract for Service with West.

Voice Porting Disclaimer
When porting numbers, changing the date of the port once an FOC has been established increases the risk of numbers porting prematurely, numbers porting on the original port date OR numbers being excluded when the port takes place.

All porting is done Monday through Thursday from 7 am to 7 pm, Friday from 7 am to 2pm (ET).  Porting cannot occur over the weekend.

If the port date is changed at the Customer’s request once FOC has been given, there will a onetime charge of $500 (per port).

New DID Acquisition
West does not support vanity number requests.

West cannot guarantee continuous number blocks or particular 4 digit range.

Any new DID resubmissions will incur a charge of $250 (per submission)

11/30/2015