Additional Fair Use Terms on any Included Plan
Included calls are subject to fair use. Fair use of the Tronic PBX means that you must not use the service in an unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of the Tronic network and/or our service provider wholesalers.
This service is intended to be used in a way that is consistent with a typical business’ calling usage, according to statistical information known to Tronic. If we determine that your use of the service or its features is at any time inconsistent with the normal inbound or outbound usage patterns for the type of service or plan that you have purchased, we have the right to suspend or discontinue service.
Examples of inconsistent usage patterns include, but are not limited to, using the service in an outbound call centre, or for telemarketing.
On the Hosted PBX Included Plan, each device connected, such as a Yealink/Grandstream VoIP phone, is required to be on the same Included Plan, with one device per extension port.
SIP Trunk Included must be connected to one SIP-compliant device or gateway at one address.
As we are an Australian provider, any hardware shared or used by Tronic is based entirely in Australia and its data centres. This ensures that all outbound calls originate from Australia and its carriers. Consequently, any outbound calls made using our services will have their origin within Australia. This also includes any charges incurred, as international calls are not included in any of our Included Plans.
We may act if you breach this policy, including suspending or cancelling your service. We reserve the right to enact such actions for any reason, at our own discretion, without notice to you.
LOCAL CALLS & BILLING
Local Calls – As Tronic cloud services are VoIP/SIP products, this means that they are cloud-based and virtualised. This means that hardware is generally not located at customer premises and is not location-specific.
For this reason, Tronic generally doesn’t use a local, STD, or National outbound call model and instead uses a charge-as-per-minute or fixed-price Local/STD and National model.
A local call, STD, or national call is historical and what Tronic deems to be terms of a fixed-line service and used for billing purposes. This does not affect calls to mobiles, 13 numbers, or calls outside of Australia.
Historically, Telstra was the provider that made most of the rules and is the reason behind telecommunication laws and processes in Australia. Tronic follows industry standards and customer historical expectations. Tronic assumes that any Local/STD/National call zone is in line with Telstra’s guidelines, which can be accessed here.
As we are an Australian provider, all hardware used by Tronic is based entirely in Australia and its data centres. This means that all outbound calls originate from Australian carriers, and applicable billing is based on Australian call zones. International calls are not covered in Included Plans and will be charged separately.
This even includes situations where you obtain a local number from a foreign country through Tronic. This allows you to receive calls on this number while bypassing international rates. However, outbound calls will still originate from Australia, meaning standard international charges will apply.
Tronic cannot guarantee that our upstream provider will tag and bill Local calls every single time.
Technically, this can be hit-and-miss and often not possible. In this situation, the applicable STD & National call rate will apply instead.
If you have multiple sites, the head office, the first site, and/or the IPND address will be used to calculate call costs.
Your IPND (Integrated Public Number Database) company name and address need to be updated at all times to comply with emergency services.
The IPND is managed under Australian telecommunications regulations and is primarily used for Emergency Services, Directory Assistance and Law Enforcement and Security
Our Privacy policy can be accessed from this link PRIVACY POLICY
USAGE POLICY
Agreement and Terms
1.1 These terms and conditions apply to all services provided by Tronic Networks (the “Service”).
1.2 You must read and understand this agreement (the “Agreement”) before using the Service, in whole or in part.
1.3 Terms such as “We,” “Us,” or “Tronic Networks” or “Tronic Cloud” refer to Tronic Networks Pty Ltd or its agents. “You” or “Customer” refers to the person or organisation receiving the Service.
1.4 These terms may change over time. Using the Service constitutes your acceptance of the most current terms.
Service Limitations
2.1 The Service is not free from faults or interruptions. Network congestion, maintenance, or technical obstructions may affect the Service.
2.2 You acknowledge and accept these potential limitations when using the Service.
Compliance Obligations
3.1 You must comply with all applicable laws, regulations, codes, and licensing conditions.
3.2 Failure to comply may result in immediate termination of the Agreement.
3.3 You must not transmit, distribute, or publish defamatory or abusive material, as it may lead to civil or criminal proceedings.
Copyright and Content Usage
4.1 The contents of the Service, including text, photographs, graphics, video, and audio, are protected by copyright laws.
4.2 You may not copy, reproduce, or resell any part of the Service without prior written consent from Tronic Networks.
Fees and Charges
5.1 Post-Paid Services
- Fees begin from the activation date of your Tronic Networks account.
- Invoices are emailed monthly and must be paid by the due date.
- Late payments incur a $15 fee, and additional charges may apply for archived or hard-copy invoices.
5.2 Pre-Paid Services
- These are designed to prevent balances from going below zero, but technical factors may result in a debit balance.
- Negative balances must be resolved within 30 days to avoid further action.
5.3 Domestic and International Rates
- Domestic rates follow the service plan schedule and are available on request for retired plans.
- International rates are updated monthly and are subject to change.
- International calls are not included in any Included Plans and incur additional charges.
Direct Inward Dialing (DID) and Porting
6.1 Rights of Use (ROU)
- Customers retain ROU for purchased DIDs while on active plans with no outstanding amounts.
- Removing a DID or account closure results in the loss of ROU.
6.2 Foreign DIDs
- You can purchase a local number from a foreign country through Tronic Networks.
- Receiving calls to this number bypasses international inbound charges, but outbound calls will still incur standard international rates.
Emergency Services
7.1 Limitations
- Tronic Networks’ VoIP services are supplementary to traditional landlines or mobile services.
- Customers must rely on mobile or landline phones for emergency calls (e.g., 000).
7.2 Location Transmission
- VoIP calls may not reliably transmit location details to emergency operators.
Termination and Breach
8.1 If you breach any terms, Tronic Networks may:
- Suspend, restrict, or terminate your service immediately.
- Exercise additional rights as outlined in this Agreement.
General Usage
9.1 Passwords and Account Security
- Customers are responsible for safeguarding passwords.
- Tronic Networks will disclose account details to anyone correctly quoting the password.
9.2 Billing Software
- Where provided, billing software is for guidance only; customers must maintain their own records for verification.
9.3 Call Charges
- Calls are billed based on network time used.
- International calls are charged in 30-second increments; mobile timed calls are charged per second.
Governing Law
10.1 These terms are governed by the laws of Victoria, Australia.
SUPPORT AND SERVICE LEVELS
2.1 Support Availability
(a) If the Services include support, during 8:30am – 05:30pm Monday to Friday AEST, Tronic Networks will use its best endeavours to perform the Services in accordance with the Service Levels in Table 2.
Table 2: Service Levels
| Priority | Response Target | Resolution Target |
|---|---|---|
| Urgent | 1 business hour | 8 hours |
| High | 2 business hours | 16 hours |
| Medium | 8 business hours | 24 hours |
| Low | 16 business hours | 40 hours |
(b) The severity and priority of calls are classified as follows:
- Urgent: Business critical issues only. Reserved for Major Incidents affecting multiple customers or services (e.g., Platform Failure).
- High: Software issues affecting multiple Customers and issues affecting business operation that prevent a small group of Customers from accessing the Services, or where the module functionality is restricted but a feasible workaround exists.
- Medium: An intermittent or low-impact incident that has resulted in a degraded but not 100% failed service.
- Low: Feedback; non-essential system set-up changes, no compliance, or cash flow impact.
(c) Subject to sub-clause (f), if Tronic Networks is not able to meet a Service Level set out in this clause, for any reason, the Client will not have any claim for delay, and Tronic Networks will use its best endeavours to respond to or resolve the relevant issue as soon as possible.
(d) Support outside of normal business hours will attract an after-hours fee.
(e) For critical or high incidents outside of working hours defined in this agreement, a ticket should be raised by emailing support@tronic.com.au and/or calling 1300 799 095 and leaving a voicemail. Critical and high-status calls will be acknowledged and assigned within the same time frame as during normal business hours.
(f) Tronic Networks will use its best endeavours to provide the Client with reasonable prior notice of any downtime. Where downtime occurs that was not scheduled (Unscheduled Downtime), the Client, at the sole discretion of Tronic Networks, may receive a goodwill credit for the lost service time through a single one-off payment in accordance with Table 3.
Table 3: Unscheduled Downtime Credits
| Unscheduled Downtime | Credit |
|---|---|
| Less than 4 hours | Nil |
| Between 4 and 24 hours | 5% of the monthly fee |
| More than 24 hours | 10% of the monthly fee |
EXCLUDED SERVICES
The Services do not include, and additional fees will be incurred for, any of the following activities:
- Any parts, equipment, or hardware costs, fees, or charges;
- Any software, licensing, software assurance, renewal, or upgrade fees;
- Any shipping, handling, courier, or postage charges;
- Any third-party vendor, OEM, or other manufacturer support fees or incident fees;
- Any premise wiring services (voice/data/video cabling);
- Training of any person in any context, unless otherwise specified;
- Travel, travel time, gas or gas mileage, per diem or accommodations, when applicable, when visiting Client offices or any other third-party site on Client’s behalf;
- Any non-IT materials needed to provide services or requested by Client, including but not limited to office supplies or media;
- Any type of service, repair, reconfiguration, maintenance, or management occasioned or made necessary by the alteration of systems, devices, software, or other resources, with or without administrative access to such resources, by anyone other than authorised Tronic Networks Personnel;
- Any change or service occasioned by acts or omissions by the Client’s own employees, principals, consultants, subcontractors, third-party vendors, or any other third parties who may have or have had physical, logical, or remote access to the Client’s IT systems;
- Maintenance of third-party applications, software, software packages, or add-ons, whether acquired through Tronic Networks or any other source. The only exception to this is software made or modified by Tronic Networks in order to provide managed services;
- Any software programming or scripting (creation or modification of software code) or program (software) maintenance;
- Any work, project, service, or support of any kind, whether one-time, periodic, or ongoing, that involves a new resource that was not present at the Commencement Date;
- Any work that does not involve proactive management, routine administration, or troubleshooting (whether client-prompted/requested or otherwise) malfunctioning or non-functioning systems or resources under management.
ANNEXURE: IP VOICE & FACSIMILE
VOICE SERVICE TYPES
Voice Services are categorised as follows:
- BYO service
- Managed service
Please refer to the section/s relevant to the type of Service/s set out in the Order Form.
CONDITIONS OF CONNECTION AND SERVICE
- Tronic Networks charges only for calls that have been answered and ceases to charge when the call is terminated.
- You agree that any calls from Your account are deemed to be authorized by You and You will pay all charges accordingly.
- You acknowledge the use of the Service by You is at Your own risk.
- You acknowledge that Tronic Networks does not warrant that the Service will be uninterrupted or error-free, nor do We make any warranty as to the results obtained from the use of the Service. There may be delays, omissions, and interruptions in the Service. Certain factors, such as Your underlying internet connection, network congestion, maintenance, technical capabilities, geographic factors, obstructions, or interference may mean You will not receive the voice Service at certain times.
- Tronic Networks may provide You with access to the portal, which may provide figures detailing total call costs and individual call details. Information provided via the portal is a guide only, and records should be kept by You to check that the total provided is correct. The portal should serve only as a tool for verifying Your own records.
LOCAL GEOGRAPHIC NUMBERS
These are regular Australian geographic telephone numbers and are issued by ACMA. They are the same numbers as You would receive on a regular phone service provided by a telecommunications provider. Local Geographic numbers are State-based and start with 02, 03, 07, or 08. Your rights and obligations related to Your numbers are regulated by ACMA. Porting Your number between different carriers is also included in this. We can provide local numbers in most areas. To receive a local number from Tronic Networks, You must provide a street address located in that local area where the telephone service is connected. You can have Your local number listed in Sensis, plus the white and yellow pages.
EMERGENCY SERVICES
Your location details will be automatically transmitted to the operator when calling Emergency Services (000). Because You are using a VoIP phone service, the operator will, when possible, verify Your location details with You.
LIMITS, THRESHOLDS AND CALL-BARRING
- By default, Your account contains certain thresholds and limits in regards to certain call types, including but not limited to:
- A limit on the total value of international and other high-cost calls per month.
- A limit on the number of concurrent calls able to be made at one time.
- Call blocking to several high-cost and high-fraud probability destinations.
- As a result, You or Your customers may experience constrained capacity or the ability to make calls becomes suspended at certain times where We notice unusual or irregular activity on Your account.
- As a safety mechanism, Tronic Networks has imposed limits and thresholds to help reduce Your exposure to such things as toll fraud or unexpectedly large bills.
- You may make a request to modify these thresholds and limits at any time by lodging a ticket with Our help desk.
- If You choose to alter these thresholds and limits, You are responsible for the increased risk associated with Your account. We may require additional security credentials from You before We grant a request to modify Your thresholds and limits.
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