Tronic Services: Fair Use Policy
All Tronic services with included call plans are subject to this Fair Use Policy. You must not use our services in an unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of the Tronic network and our service provider wholesalers.
This service is intended to be used in a way that is consistent with a typical business’s calling usage, according to statistical information known to Tronic. If we determine that your use of the service is inconsistent with the normal usage patterns for your plan, we have the right to suspend or discontinue the service. Examples of inconsistent usage patterns include, but are not limited to, using the service for an outbound call centre or for telemarketing.
On a Hosted PBX Included plans, SIP Trunk Included plans or 3CX Included plans, each connected device, such as a Yealink or Grandstream VoIP phone or phone system such as Avaya IP office or 3CX, is required to be on the same Included Plan, with one device per extension port. On a SIP Trunk Included Plan or 3CX Included plans, the service must be connected to one SIP-compliant device or gateway at a single IP address.
As an Australian provider, all hardware used by Tronic is located in Australian data centres. This means all outbound calls made using our services will originate from Australian carriers. International calls are not included in any of our plans and will incur separate charges.
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.
A Note on the Final Clause:
The clause “at our own discretion, without notice to you” is very broad. Under the Australian Consumer Law, this could potentially be considered an unfair term in standard service agreements with small businesses. A lawyer can provide advice on the enforceability of this wording.
Local Calls & Billing
Our Billing Model
As Tronic provides cloud-based VoIP/SIP services, our network is not tied to a specific physical location like a traditional fixed-line service. For this reason, we generally use a simplified billing model with a set rate for local, STD, and national calls.
These traditional call type distinctions (Local, STD, National) are used primarily for billing reference and do not affect charges for calls to mobiles, 13/1300 numbers, or international destinations.
Call Zone Classification
For billing purposes, we classify call zones according to Australian telecommunications industry standards, which are based on Telstra’s historical guidelines. All outbound calls originate from our Australian data centres and are billed according to these call zones.
Please note that due to technical limitations in the wider network, we cannot guarantee a call will always be classified as ‘local’. In such cases, the applicable national call rate will apply instead. For businesses with multiple sites, call costs will be calculated based on the address of your head office or primary site listed with us.
Using International Numbers
If you have a local number from another country with us, you can receive incoming calls on that number, bypassing international rates for the caller. However, any outbound calls you make will still originate from our Australian network and will be charged at standard international rates.
Your IPND Obligations
You are required to keep your company name and address updated in the Integrated Public Number Database (IPND) at all times.
The IPND is managed under Australian telecommunications regulations. It is a critical database used by Emergency Services (000), Directory Assistance, and Law Enforcement. Maintaining accurate information is a regulatory requirement to ensure emergency services can locate your premises.
Our Privacy policy can be accessed from this link PRIVACY POLICY
Usage Policy
This document outlines the terms and conditions for all services provided by Tronic Networks. By using the Service, you agree to these terms.
1. Definitions and Agreement
- Agreement: Refers to these terms and conditions.
- Service: Means all services provided by Tronic Networks.
- We, Us, Tronic Networks, Tronic Cloud: Refers to Tronic Networks Pty Ltd or its agents.
- You, Customer: Refers to the person or organisation receiving the Service.
Your use of the Service constitutes your acceptance of this Agreement. These terms may be updated over time, and your continued use of the Service signifies your acceptance of the most current version.
2. Service Provision and Limitations
- Service Quality: The Service is not guaranteed to be free from faults or interruptions. Performance may be affected by network congestion, maintenance, technical issues, or factors outside our control, such as your internet connection. You acknowledge and accept these potential limitations.
- Guidance Tools: Where we provide access to a billing portal or software, it is for guidance only. You are responsible for maintaining your own records to verify charges.
- Third-Party Services: We may rely on third-party services, networks, and infrastructure (such as upstream carriers or data centres) to provide our Service. As these are not under our direct control, Tronic Networks is not liable for any faults, interruptions, or failures caused by these third-party services. While we will make reasonable efforts to manage our relationships with these providers, we do not guarantee their performance.
3. Customer Obligations
- Legal Compliance: You must comply with all applicable Australian laws, regulations, and codes when using the Service. You must not transmit or publish any defamatory, abusive, or illegal material. Failure to comply may result in the immediate termination of your Service.
- Account Security: You are responsible for safeguarding your passwords and account information. We will disclose account details to any person who correctly quotes your password.
- Content and Copyright: All content provided as part of the Service is protected by copyright law. You may not copy, reproduce, or resell any part of the Service without our prior written consent.
- Privacy Policy: Our collection and use of your personal information is governed by our Privacy Policy, which is available on our website. By using the Service, you agree to the terms of our Privacy Policy.
4. Fees, Billing, and Cancellation
4.1 Billing Commencement
Fees for Post-Paid Services begin on the activation date of your account. Invoices are emailed monthly and must be paid by the due date to avoid a $15 late fee.
Pre-Paid Services are designed to prevent a negative balance. However, if a debit balance occurs, it must be paid within 30 days.
4.3 Call Rates
- Domestic Calls: Charged according to your service plan schedule.
- International Calls: Rates are updated monthly and are subject to change without notice. International calls are not included in any bundled plans and always incur additional charges.
- Billing Increments: International calls are charged in 30-second increments. Mobile calls are charged per second. All calls are billed based on the total network time used.
4.4 Cancellation Policy
All services are billed on a recurring basis until a formal cancellation request is received in writing (e.g., via email) from the authorised account holder. Your service is considered active and chargeable until we acknowledge and confirm your written cancellation request. This aligns with requirements set by the Telecommunications Industry Ombudsman (TIO) and ACMA.
5. Phone Numbers (DIDs) and Porting
- Rights of Use (ROU): You retain the Rights of Use for your phone numbers while your account is active and fully paid. You will lose the ROU if you close your account or remove a number.
- Geographic Numbers: To be issued a local geographic number (e.g., 03, 02), you must provide a valid street address in that local call zone. Your rights and obligations for these numbers, including porting, are regulated by ACMA.
- Foreign Numbers: You can purchase a local number from another country. While this allows you to receive inbound calls without international charges, any outbound calls you make will still originate from Australia and incur standard international rates.
6. Emergency Services (000)
When you call Emergency Services (000) using our VoIP service, your location details on record will be automatically transmitted to the operator. Because you are using a VoIP service, the operator may still need to verbally verify your location.
It is your responsibility to ensure the address listed on your account is always current and accurate to comply with Australian regulations and assist emergency services in locating you.
7. Support and Service Levels
7.1 Support Hours
Standard support is available from 8:30am to 5:30pm AEST, Monday to Friday. Support requested outside these hours will attract an after-hours fee. To raise a critical or high-priority incident after hours, email support@tronic.com.au or call 1300 799 095 and leave a voicemail.
7.2 Service Level Targets
We will use our best endeavours to meet the following service levels for support tickets.
| 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 |
- Urgent: Business-critical issues, such as a platform failure affecting multiple customers.
- High: Issues affecting business operations for a small group of users where a workaround exists.
- Medium: Intermittent or low-impact incidents causing a degraded service.
- Low: General feedback or non-essential system changes.
7.3 Downtime Credits
If we fail to meet a service level, you will not have a claim for the delay, but we will work to resolve the issue as soon as possible. For unscheduled downtime, we may, at our sole discretion, provide a goodwill credit on your monthly fee as follows:
| Unscheduled Downtime | Credit |
| Less than 4 hours | Nil |
| Between 4 and 24 hours | 1-2% |
| More than 24 hours | 3-5% |
8. Excluded Services
Additional fees will apply for any services not explicitly included in your plan. Exclusions include, but are not limited to: hardware costs, software licensing, shipping fees, on-site travel, user training, and services required due to changes made by anyone other than Tronic Networks personnel.
9. Breach and Termination
If you breach any part of this Agreement, we may suspend, restrict, or terminate your service immediately without notice.
10. Account Limits and Fraud Prevention
To reduce your exposure to toll fraud or unexpectedly large bills, your account has default limits on certain call types, such as the value of international calls per month and the number of concurrent calls. If we notice unusual activity, your ability to make certain calls may be suspended. You can request to modify these limits by contacting our help desk, but you accept all responsibility for the increased risk.
11. Liability and Indemnity
- Limitation of Liability: To the extent permitted by law, including the Australian Consumer Law, the total liability of Tronic Networks for any loss or damage arising out of or in connection with the Service, whether in contract, tort (including negligence), or otherwise, is limited to the total fees paid by you for the Service in the 3 months preceding the event giving rise to the claim. We are not liable for any indirect or consequential loss, such as loss of profits, revenue, or business opportunity.
- Indemnity: You agree to indemnify and hold Tronic Networks, its employees, and its agents harmless from and against any and all claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from your use of the Service, your breach of this Agreement, or your violation of any law or the rights of a third party.
11. Governing Law
This Agreement is governed by the laws of Victoria, Australia.
Terms of Service for AI Voice Agents and AI Agents
Last Updated: January 22, 2025
These Terms of Service (“Terms,” “Agreement”) are an agreement between Tronic Networks PTY LTD and Tronic Cloud (“Tronic Network,” “We,” “us”) and you (“You,” “Your,” “Customer”) and govern Your use of the https://tronic.com.au website (“Site”) and Tronic Network’s professional and enterprise services (“Services”). By using the Site or Services, You accept these Terms and our Privacy Policy (available at https://tronic.com.au/privacy-policy/), as amended periodically. Violations may result in termination of Services or legal action.
Do not use the Site or Services if You disagree with these Terms or if Your jurisdiction does not honor them. To use the Site or Services, you must be at least 18 years of age and have the legal capacity to enter into a binding contract with us.
1. Our Services
1.1. Cloud Service: Tronic Network enables You to build AI-powered call operation agents via a versatile API, number provisioning, call handling, and a customization dashboard for applications like customer service and outbound sales. Services may integrate third-party platforms such as Retell, Vapi, Make.com, or n8n to deliver bespoke AI agent solutions tailored to Your needs.
1.2. Professional Services: We offer tailored consultations, implementation assistance, and optimization strategies. Contact us at https://tronic.com.au for details.
2. Payment Terms
2.1. Payment: Service plans are detailed at https://tronic.com.au. Services are charged monthly (“Subscription Period”). You must provide valid credit card and billing information, authorizing Tronic Network to charge Your card for all fees. All fees are quoted in Australian Dollars (AUD) and are exclusive of Goods and Services Tax (GST), unless otherwise stated.
2.2. Subscription and Cancellation: To cancel, delete Your workspace or remove subscription-based items before the Subscription Period ends. Failure to do so results in automatic renewal and applicable fees.
2.3. Automatic Payment: You authorize Tronic Network to charge Your card at month-end and continue attempts until paid, subject to suspension or termination for non-payment.
2.4. Credit Card Updates: You must provide updated card information upon request. Tronic Network is not liable for penalties due to invalid card details.
2.5. Late Payment: If payment fails, an invoice with a 14-day due date is issued, followed by a 7-day grace period. Unpaid invoices may incur a late fee (up to 10% of the overdue amount or the legal maximum) and suspension of Services. You are liable for collection costs, including legal fees.
2.6. Rate Changes: Rates may change at https://tronic.com.au and apply to Your next billing cycle. Check rates before using Services; discontinue use if You do not accept new rates.
3. Acceptable Use Policy
3.1. General: You must use Services lawfully, avoiding actions that disrupt system integrity or violate others’ rights. Unlawful use may result in immediate termination.
3.2. Telemarketing Compliance: You must comply with the Do Not Call Register Act 2006 (Cth), Spam Act 2003 (Cth), and other applicable laws. This includes obtaining prior express consent for telemarketing calls or messages, providing opt-out mechanisms, scrubbing numbers against Do Not Call lists every 30 days, and disclosing AI voice use and call recording as required by law.
3.3. Fraud and Rights: Do not use Services for fraudulent schemes, deceptive caller ID practices, or unauthorized use of AI voices. Obtain consent for using real or similar voices. You are responsible for ensuring AI agents comply with Australian laws, including disclosing AI use, managing risks of AI-generated outputs, and conducting risk assessments for high-risk AI applications as required by applicable Australian AI regulations.
3.4. Consumer Protection: You must use Services in a manner that complies with the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)), avoiding misleading or deceptive conduct in AI agent interactions.
3.5. Third-Party Platform Compliance: Services may integrate third-party platforms such as Retell, Vapi, Make.com, or n8n to provide bespoke AI agent solutions. As each client solution is customized, You must ensure that all AI agent services comply with the terms of service and applicable policies of these third-party platforms. Tronic Network is not liable for any breaches of third-party terms arising from Your use or integration.
4. Reselling of Services
4.1. Permission to Resell: Subject to these Terms, You are granted a limited, non-exclusive, non-transferable license to resell the Services, including AI voice agents and AI agents, to Your end-users for lawful business purposes in Australia. Reselling is permitted only if You comply fully with these Terms, Australian laws, and any third-party platform terms (as per Section 3.5).
4.2. Reseller Responsibilities: When reselling Services, You must: (a) ensure end-users accept and comply with these Terms or a substantially similar agreement incorporating these Terms; (b) obtain explicit consent from end-users for all data processing, including recording, transcription, and third-party LLM use, in compliance with the Privacy Act 1988 (Cth), Surveillance Devices Act 1999 (Vic), and other applicable laws; (c) indemnify Tronic Network for any claims, losses, or liabilities arising from Your reselling activities, end-user misuse, or non-compliance with laws; and (d) disclose to end-users that Services may involve third-party integrations and overseas data processing.
4.3. Restrictions on Reselling: You may not resell Services in a manner that: (a) violates Australian laws or these Terms; (b) modifies or reverse-engineers the Services; (c) represents the Services as Your own without attributing Tronic Network; or (d) exceeds the scope of Your subscription. Tronic Network may revoke reselling rights at any time for non-compliance.
4.4. Service Availability and Outages: Services depend on third-party platforms and infrastructure, which may experience outages, downtime, or disruptions beyond Tronic Network’s control. Tronic Network does not guarantee service availability or uptime levels and is not liable for any outages, interruptions, or delays caused by third-party services, network failures, or other uncontrollable events. You acknowledge that such outages may occur and accept the risks associated with third-party reliance. Tronic Network will use reasonable efforts to notify You of known outages via email or the Site, but no specific service level agreements (SLAs) apply.
5. Indemnification
You agree to indemnify Tronic Network and its affiliates for losses arising from Your use of the Site/Services, violations of these Terms, breaches of applicable Australian laws (including the Privacy Act 1988 (Cth) and Australian Consumer Law), or any reselling activities under Section 4.
6. Warranties and Consumer Guarantees
Services are provided “as is.” To the extent permitted by law, any conditions or warranties which would otherwise be implied into these Terms are excluded. Where legislation implies any condition or warranty, and that legislation prohibits us from excluding or modifying the application of, or our liability under, such a condition or warranty, that condition or warranty will be deemed included. However, our liability will be limited for a breach of that condition or warranty to one or more of the following: (a) if the breach relates to goods, the replacement or repair of the goods, or payment of the cost of replacing or repairing the goods; and (b) if the breach relates to services, the supplying of the services again or the payment of the cost of having the services supplied again.
7. Limitation of Liability
To the fullest extent permitted by law, Tronic Network is not liable for any indirect, incidental, or consequential damages arising from Your use of the Services. Where liability cannot be excluded, our total liability to You for any claim arising out of this Agreement or the Services is capped at the greater of Your payments for the Service in the prior 12 months or AUD $100.
8. Intellectual Property
8.1. Ownership: Tronic Network owns the Site, Services, and related content, including trademarks and AI models, except for User Content.
8.2. License: You receive a limited, non-exclusive, revocable license to use the Site/Services for business purposes, excluding modification, reverse engineering, or resale beyond the permissions in Section 4.
8.3. User Content: You retain ownership of Your content but grant Tronic Network a royalty-free license to use it for Service purposes.
8.4. AI-Generated Content: Tronic Network owns AI models; You are licensed to use AI-generated content for business purposes, subject to these Terms.
8.5. Feedback: Feedback You provide grants Tronic Network a royalty-free license to use it without compensation.
8.6. Trademarks: You may not use Tronic Network’s marks without consent. Tronic Network may use Your marks for marketing during the Agreement.
8.7. Copyright Infringement: Tronic Network responds to notices of alleged copyright infringement under the Copyright Act 1968 (Cth). Provide our agent with the work identification, infringing material details, Your contact information, and a statement of good faith belief and accuracy.
9. Call Recording, Transcription, and Third-Party LLM Processing
9.1. Call Recording and Transcription: Unless opted out, You permit Tronic Network to record and transcribe calls made using the Services, in compliance with the Privacy Act 1988 (Cth), Telecommunications (Interception and Access) Act 1979 (Cth), and Surveillance Devices Act 1999 (Vic). You must obtain explicit prior consent from all parties to the call for recording and transcription, and notify them of the purpose of collection, as required by Australian Privacy Principles (APPs) 3 and 5.
9.2. Third-Party LLM Processing: The Services may involve transferring call data to third-party Large Language Models (LLMs) for processing. Tronic Network does not control these third-party LLMs and is not liable for their actions, including data handling, security, or outputs. You must ensure that any data sent to third-party LLMs complies with APP 6 (use or disclosure) and APP 8 (cross-border disclosure), including obtaining consent for such transfers. You acknowledge that third-party LLM providers may process data in jurisdictions outside of Australia, such as the United States, and You must inform end-users of this and any associated risks, as required by APP 5.
9.3. Data Security: Tronic Network will take reasonable steps to secure call data. However, You remain responsible for the lawfulness of data provided to the Services and for any risks arising from third-party LLM processing. Tronic Network is not liable for data breaches or misuse by third-party LLMs.
9.4. Transparency: You must disclose to end-users that calls may be recorded, transcribed, and processed by third-party LLMs, including the potential for data to be transferred overseas, in compliance with the Australian Privacy Principles and the Australian Consumer Law.
10. Dispute Resolution
10.1. Pre-Trial Resolution: Submit claims to Tronic Network for negotiation before pursuing court action.
10.2. Governing Law and Jurisdiction: This Agreement is governed by the laws of Victoria, Australia. Disputes shall be resolved in the courts of Victoria. You consent to this jurisdiction.
10.3. Registered Agent: Tronic Networks PTY LTD, 221/202 Jells Road, Wheelers Hill, VIC 3150, Australia.
11. Modifications
Tronic Network may update these Terms at https://tronic.com.au. Continued use constitutes acceptance. Review periodically for updates.
12. Severability
If any provision is invalid, it will be limited to ensure the remaining Terms remain enforceable.
13. Assignment
You may not assign this Agreement without our consent. Tronic Network may assign it without notice.
14. Force Majeure
Neither party is liable for delays due to uncontrollable events (e.g., natural disasters, network failures), except payment obligations.
15. Enforcement
Tronic Network may monitor, suspend, or terminate Services for violations and cooperate with law enforcement.
16. Contact
For questions or complaints, contact: Tronic Networks PTY LTD 221/202 Jells Road, Wheelers Hill, VIC 3150, Australia Email: support@tronic.com.au Phone: +1(415) 358-5433
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