Tel-Systems Terms and Conditions
Small Business | Business Terms & Conditions
The following terms and conditions apply to Tel-Systems Inc. (“Tel-Systems “) provision of telephony services (the “Services”) and sets out the basic rights, obligations and limitations of Tel-Systems to its Subscribers (the “Subscriber”). All of the terms and conditions contained herein (hereinafter referred to as “Terms”) bind both Tel-Systems and the Subscriber for a period of 3 years with auto annual renewal and are subject to change from time to time at the sole discretion of Tel-Systems , without any prior notice to the Subscriber. Please logon to our website for updates.
General
This is our agreement with you, the Subscriber. You agree not to use our Service for an illegal purpose, violating any law, making annoying or offensive calls, or interfering with other Subscribers’ Service. You further agree not to resell, transfer, or share your service.
1.0 Emergency Services- 9-1-1 Dialing through VoIP (Voice Over IP) services
911 emergency service over a VoIP phone (Broadband Internet) has certain limitations compared to Enhanced 911 services available on most traditional phones. It is important that you understand and agree to the conditions and limitations regarding 911 service outlined in this service agreement update.
911 SERVICE
ThinkTel’s 911 service is available upon Service activation. Applicable 911 fees are charged as of the service activation date. The 911 service provided by ThinkTel differs in a number of important ways from traditional 911 or E911 dialing available with most traditional telephone services – and has specific limitations relative to Enhanced 911 (E911).
E911 vs. Basic 911 Service
When placing a call to emergency services with E911 or Enhanced 911 the user’s telephone number and location are automatically transmitted to the operator during the call.
With Basic 911 (B911) the user’s telephone number and location are not automatically transmitted to the operator. The operator at the answering location verbally obtains the pertinent information that identifies the caller’s need and physical location. The operator then determines the appropriate agency and transfers the caller.
Tel-Systems provides a basic 911 type service.
911 Service Description
When the user dials 911 the user’s call is routed from the ThinkTel network to our emergency services operator. The user will need to confirm with the operator that they are still located at the address the Customer has registered with ThinkTel. If the user calls from a location other than the address registered with ThinkTel, the user will need to provide our operator with a current address or location. The operator will then determine the appropriate emergency agency and transfer the user’s call accordingly. There may be an additional delay to transfer the user’s emergency service call to areas not served by traditional 911.
When the user dials 911, they are not to hang up unless told to do so by our operator or the emergency service attendant. If the call is disconnected prematurely the user will need to call back to re-establish a connection with the emergency services. The Customer must provide ThinkTel with the service address for each activated and/or ported DID and/or charge number as applicable and ensure each location information is kept current at all times. Only DIDs and/or charge numbers that are provisioned with ThinkTel and have applicable fees paid may be used as the Calling Party ID for 911 calls. The use of any other DID or charge number constitutes a violation of this Agreement and a public safety hazard. In the event the user is unable to speak during a 911 call our operator will automatically dispatch emergency services to the address registered on file. If the user dials 911 when they are outside of Canada or the United States our emergency services operator will advise them to hang up and find a local phone line and dial the appropriate emergency services (it may not be 911).
1.03 Service Outages
9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or VoIP service is suspended or terminated. Following a power failure or disruption, you may need to reset or reconfigure your Telephone Adapter prior to utilizing the service, including 9-1-1 Dialing.
1.04 Re-Registration Required if You Change Your Number or Add or Port New Numbers
You must update and verify online by email your location of use for each changed, newly added or newly ported number in order for 9-1-1 Dialing to function correctly. [email protected]
1.05 Network Congestion; Reduced Speed for Routing or Answering 9-1-1 Dialing Calls
There may be a greater possibility of network congestion and/or reduced speed in the routing of a 9-1-1 call made utilizing the Service as compared to traditional 9-1-1- Dialing over traditional public telephone networks.
1.07 Disclaimer of Liability and Indemnification
We do not have any control over whether, or the manner in which, calls using our 9-1-1 Dialing service are answered or addressed by any local emergency response center. We disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. We rely on third parties to assist us in routing 9-1-1 calls to local emergency response centers and to a national emergency calling center. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Tel-Systems nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to our 9-1-1 Dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Tel-Systems , its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 9-1-1 Dialing, incorrectly routed 9-1-1 Dialing calls, and/or the inability of any user of the Service to be able to use 9-1-1 Dialing or access emergency service personnel.
1.08 Alternate 9-1-1 Arrangements
If you are not comfortable with the limitations of the 9-1-1 Dialing service, you should consider having an alternate means of accessing traditional 9-1-1 or E9-1-1 Dialing services or terminating the Service.
2.0 Service
2.01 Types of Services
The Terms contained herein apply to all the Services which the Subscriber may subscribe from Tel-Systems , including, for: (i) fixed fee, bundled minutes and unlimited long distance calling plans for residential, home and small business purposes in those destinations designated by Tel-Systems from time to time from a designated telephone number (collectively, the “Unlimited Programs” or individually an “Unlimited Program”); (ii) pay for use regular long distance calling plans to countries designated by Tel-Systems from time to time other than those countries which the Subscriber has already subscribed for as part of the Unlimited Programs (the “Standard Program “); (iii) Internet Voice Over IP local phone service (Home Phone). The Subscriber may use the Services provided by Tel-Systems for long distance calling or local calling provided that the Subscriber does so in compliance with all applicable laws and the terms herein. The Subscriber acknowledges that he/she is the person authorized to subscribe for the Services. The Services may only be used by the Subscriber and all persons having the Subscriber’s permission to use the Services. The Subscriber may only use the Services for voice telephone calls to landlines as the Services cannot be used for Internet connections, faxing or other data transmission without express written consent from Tel-Systems . Calls to other destinations will be billed monthly at rates determined by Tel-Systems from time-to-time and available on our website.
2.02 Charges, Billing and Payment
The Subscriber is responsible for paying all charges, plus all applicable taxes thereon, for the Services subscribed from Tel-Systems , including for all calls: (i) made via the Subscriber’s telephones or telecommunications systems; (ii) made using any number or authorization access code assigned to the Subscriber; and (iii) which are charged to the Subscriber’s account. The Subscriber is responsible for the security of the Subscriber’s authorization codes, and access to the Subscriber’s telephones and telecommunications systems. NSF and all refused payments shall incur a $25 administrative fee per occurrence. Credit card charge-backs will incur a $50 administration fee. Tel-Systems reserves the right to charge a $50 administration fee for all accounts remitted to collection. Once the account is placed with a collection agency a 2% per month interest (24% Annum) will be applied to the overall outstanding balance until such time that the balance is cleared. Due to billing software limitations any reference to Tax 1 or T1 outside of Ontario Canada, is in fact an additional service charge and not a government tax. In Ontario Canada, T1 is Provincial sales tax. Calls to Toll Free numbers will be billed at our North American long distance rate. Calls to mobile phones in some overseas destinations are billed at higher rates. Rates are listed on our website. Your rates may be different based on your package. If you have received equipment or software from Tel-Systems for the purpose of providing you Tel-Systems Services, (Home Phone, Internet, etc.) you will be billed for these devices. These are typically but not limited to modems, VoIP telephone adapters, routers, and modems etc that are reasonably required to provide you with the Services. Outside of the United States all long distance charges on your bill will already include an additional currency exchange rate to the US dollar which is subject to change based on market conditions. The current exchange rate is $1.48 CAD.
2.03 Charges will commence as of the Activation Date of the Service(s)
The Subscriber must pay for the charges of Services either by credit card by providing Tel-Systems with the Subscriber’s credit card number upon subscribing for the Service or by Pre-Authorized cheque payment by providing Tel-Systems with the appropriate banking information. The Subscriber authorizes Tel-Systems to make such charges against such credit card or bank account to satisfy all charges for the Services. Tel-Systems will charge the Subscriber’s credit card or bank account for charges for the Unlimited Program or any other package in advance commencing on the date of activation of the Services (pro rata for the remaining days in such month) and thereafter, an amount equal to 1 month payment for all packages purchased by the Subscriber will be taken from the Subscriber’s credit card during the period from the first day of the month of service until the last day of the month of service, on a monthly basis or as stipulated by Tel-Systems . Payment for Standard Services shall be made on the first day of each month for the Standard Services used in the preceding month. Tel-Systems at its sole discretion may elect to change billing dates. Call increments may vary depending on destination and length of call. The Subscriber must bring payment inquiries and disputes to Tel-Systems ‘s attention within 10 days after the charge for the Services have been paid or the Subscriber will be deemed to have accepted such charges as accurate in all respects. The Subscriber also agrees to make all payments by pre-authorized credit card payment with the card number given to Tel-Systems during the activation process unless the Subscriber has enrolled for billing services in which case payment is due upon receipt of invoice. All security deposits will be used to pay the oldest outstanding charges. Quebec residents shall be entitled to interest at the Bank of Canada discount rate for any unused amounts returned.
2.04 Credit and Security Deposits
Tel-Systems reserves the right to examine the Subscriber’s credit record before activating the Services. Should Tel-Systems at any time consider a prepaid credit deposit to be insufficient, a further credit deposit may be required before it provides, continues, or reinstates the Services to the Subscriber. Tel-Systems will determine, at its discretion, how the Subscriber’s deposit or other security will be allocated to satisfy outstanding amounts owed by the Subscriber to Tel-Systems . By subscribing to the Services, the Subscriber authorizes Tel-Systems to investigate the Subscriber’s credit worthiness, exchange credit information with credit reporting agencies on an ongoing basis and agrees from time to time, to provide appropriate authorizations and financial information as Tel-Systems may reasonably request for this purpose. All deposits or other prepayments made by the Subscriber in connection with the Services will earn no interest.
2.05 Contract Term and MSF Rate Guarantee
Tel-Systems services are sold on the following basis and will be subject to the Early Cancellation Fee (ECF) detailed in section 2.09.
(a) Term Contracts: ECF will apply on all contracts (1-year, 2 year, and Enterprise Packages are 3-years etc). The contract term length can be identified by the Subscriber on the invoice for services with a 1YR, 2YR, or 3YR designation. The Term of the contract shall also serve as a rate guarantee to the Subscriber whereby the Monthly Service Fee (MSF) cannot be increased by Tel-Systems for the entire term. Subscriber may change plans throughout the term but may be required to pay a fee to compensate for promotions received by the Subscriber who would have otherwise not received them.
(b) No Contract: The Subscriber may cancel service without ECF. Tel-Systems may increase rates at any time by providing the Subscriber with 30 days notification.
(c) Pre-paid: This service is sold as a bundle that includes service for a specific period of time (Eg. $150 paid in advance, for 12 months of local phone service). Unless specifically advised by the Subscriber prior to the anniversary date, on each activation anniversary, Home Phone Pre-Paid is automatically renewed and the Subscriber will be charged once again. Except as specifically prohibited by law, there are no refunds for any unused months for pre-paid service.
(d) Long Distance Service Contracts: Term contracts are subject to ECF.
2.06 Tel-Systems ‘s Right to Refuse to Provide Services
(a) The Subscriber owes amounts to Tel-Systems that are past due and any security deposits are insufficient to satisfy outstanding balances;
(b) The Subscriber does not provide a security deposit or satisfy alternate security measures when requested by Tel-Systems ;
(c) Tel-Systems has terminated the Services to the Subscriber in the past; and
(d) Tel-Systems does not provide the requested Services to the country(s) desired by the Subscriber.
2.07 Services Interruption
(a) Tel-Systems may interrupt the Services to the Subscriber at any time for any duration of time, without any notice or liability, in order to install, inspect, repair, replace or to perform necessary maintenance on the telecommunications equipment, facilities or network, or for other technical reasons as may be required.
(b) You may find the need to contact our Subscriber Service department. You agree to accept all costs associated with contacting our representatives. We do not accept collect calls. Tel-Systems service is provided to the Subscriber on a best-efforts basis. The Subscriber acknowledges that Home Phone VoIP service requires high-speed Internet connectivity. Poor or lack of Internet connectivity, power failure, VoIP blocking, computer viruses and the like (Connectivity Issues) will cause service interruption and or failure of the service to function. It is the responsibility of the Subscriber to remedy these Connectivity Issues.
(c) Tel-Systems is not liable for:
(i) any disruption or unavailability of the Services;
(ii) any act or omission of any third party (including any other local telephone company, any connecting carrier or underlying carrier or other provider of connections, facilities, or Services);
(iii) the Subscriber’s conduct, acts or omissions, or the operation or failure of the Subscriber’s equipment or facilities;(iv) any event beyond the reasonable control of Tel-Systems including acts of God, inclement weather including lightning, labour disputes, riots or civil disputes, war or armed conflict, any law, governmental order, decision or regulation, or order of any court of competent jurisdiction; and (v) its failure, for any reason, to activate the Services on the activation date Subscriber requested (vi) any charges by third parties including other telephone companies or wireless carriers for services they may have rendered in lieu of Tel-Systems service.
(d) Tel-Systems is a marketing company and does not provide actual telecom services. Tel-Systems acts as an agent of various third party carriers and subscriber accounts are the property of the respective carrier. The employees or agents of other carriers are not and shall not be deemed to be agents or employees of Tel-Systems . There is no express or implied warranty or condition, whether of merchantability, fitness for a particular purpose, or otherwise, with respect to the Services. In subscribing for the Services, the Subscriber obtains no proprietary right or interest in, any particular facility, service, equipment, telephone number or code associated with the Services.
The Subscriber agrees to indemnify and hold harmless Tel-Systems against all claims, including fees and expenses of counsel, resulting from the Subscriber’s use (or the use by others with the Subscriber’s explicit or implicit consent) of the Services, the Subscriber’s codes, facilities or equipment, which cause direct or indirect damage or harm to another party or to the property of another.
2.08 Suspension or Termination of Services by Tel-Systems
(a) Without incurring any liability whatsoever, Tel-Systems may suspend or terminate any or all of the Services for any reason whatsoever, including, without limitation, where the Subscriber:
(i) fails to pay an account that is past due, or Subscriber provides payment by cheque or credit card which is not honoured by Subscriber’s bank and any security deposits are insufficient to satisfy outstanding balances
(ii) fails to provide interim payments when requested by Tel-Systems ;
(iii) fails to provide or maintain a reasonable deposit or alternate security when requested to do so by Tel-Systems ;
(iv) fails to meet Tel-Systems ‘s credit requirements, or becomes bankrupt or otherwise insolvent;
(v) fails to comply with the terms of a deferred payment or credit agreement with Tel-Systems ;
(vi) violates any provision of these Terms;
(vii) uses or permits others to use the Services for a purpose or in a manner that is contrary to law; or for the purpose of making harassing, threatening, abusive, annoying or offensive calls;
(viii) charges or allows others to charge any other person for the use of the Services without Tel-Systems ‘s prior written agreement;
(ix) harasses, threatens or otherwise acts unreasonably towards Tel-Systems , its employees or agents, in relation to the Services;
(x) alters or otherwise interferes with Tel-Systems ‘s facilities or equipment, or fails to replace or modify equipment or facilities which may harm, damage, interfere or pose a danger to others, the Services, or Tel-Systems ‘s equipment, facilities or network; or
(xi) fails to provide payment for other accounts with Tel-Systems , including amounts owed by the Subscriber as a guarantor for the account of another;
(xii) uses or permits others to use the Services for resell;
(xiii) abuses the network with excessive usage as may be determined by Tel-Systems . Excessive usage shall be determined solely by Tel-Systems pursuant to our Fair Usage Policy listed herein.
(xiv) uses or permits others to use the service for commercial or business use.
(b) A suspension or termination will not affect the Subscriber’s obligation to pay any amounts owed to Tel-Systems either during or after the suspension or termination. If termination occurs during a contract period, the Subscriber will be charged for all usage plus the contract obligations. In some jurisdictions where early termination is an option, Tel-Systems will charge the Subscriber termination charges pursuant to 2.09 (d). Should reactivation of services be required, Tel-Systems will levy a reconnection fee of $25.
(c) Where the Services are cancelled, either by the Subscriber or by Tel-Systems as provided herein, and there is an undisputed credit balance on the Subscriber’s account, the Subscriber may require that it be refunded to the Subscriber and Tel-Systems reserves the right to charge a reasonable processing fee in connection with issuing refunds.
2.09 Subscriber’s Right to Terminate Services and Early Cancellation
(a) Term Contracts: Except as prohibited by law in your jurisdiction , all Tel-Systems Contracts renew automatically upon their expiration for successive one year terms unless specifically advised otherwise by the Subscriber thirty days before automatic renewal on the activation anniversary date. The Subscriber is responsible for early cancellation fees (ECF) of their contract period. ECF shall be calculated by multiplying the number of months remaining on the contract by the monthly fees associated with the Services in the contract up to a maximum of $200 per service. The contract start date for VoIP services shall be the date the VoIP equipment is registered on the Tel-Systems network and billing has commenced; for long distance users the date is from the date of subscription to Tel-Systems . In order to prevent the Contract from renewing automatically; the Subscriber must call Tel-Systems and request cancellation at least thirty days prior to the expiration date. Third party termination requests will not be accepted.
(b) No-Contract: Subscribers enrolled in a month-to-month package shall only be liable for the charges used up to one month after their cancellation date. In addition the Subscriber will be responsible for all charges for the Standard Service incurred up to the effective cancellation date. The Subscriber must formally and personally request cancellation at least thirty days prior to the expiration date. Third party termination requests are not approved.
(c) The Subscriber acknowledges that Tel-Systems Services are provided on a best-efforts basis and lack of service or poor quality is not grounds for contract termination. Subscriber must allow Tel-Systems reasonable time to diagnose and correct any problems that have been reported and documented by the Subscriber to Tel-Systems . If the problem cannot be corrected within thirty-days of the initial report by the Subscriber, the Subscriber may elect to terminate his contract without penalty or liability providing Tel-Systems with written notice of his intent to cancel. Where Tel-Systems has determined that the problem is not the fault of Tel-Systems but rather with the Subscriber, his equipment, Internet, phone lines, connectivity and the like, then ECF shall apply.
(d) Some Subscribers may be eligible for early termination based on their jurisdiction (Eg Quebec), upon termination Tel-Systems will charge the Subscriber all economic inducement that was provided to the Subscriber in return for accepting a long term agreement cancelled early. Tel-Systems Home Phone has an economic inducement of $170; Internet $150, and Long Distance $25. Bundles are added together.
2.10 Telephone Number Portability
You agree throughout the term of your Tel-Systems Services, and provide Tel-Systems with express consent herein to transfer your phone number to;
(a) Tel-Systems ‘s preferred carrier partners and vendors as may be required from time-to-time without further consent by you,
(b) transfer your phone number to Tel-Systems upon request by you,
(c) transfer your phone number from Tel-Systems to an alternate carrier of your choosing upon request by you.
2.11 International Boundaries & Rate Variations
Calls to some countries may have higher rates due to international boundary and sovereignty disputes. Examples are territories such as Kashmir India, West Bank Israel, & Gaza Israel to name a few. Rates will be determined based on the area code being dialed and not the Country label. Call Tel-Systems if you are unsure.
2.12 Transferring your long distance to Tel-Systems
If you are a local line Subscriber of another phone company, you may switch to Tel-Systems long distance services. Switching takes a few business days (Migration) after you have provided Tel-Systems with consent. During the migration, you will continue to receive charges from your current long distance provider until the migration is complete and services have been successfully switched to Tel-Systems . Tel-Systems shall not be held liable for any long distance charges incurred by you before the migration is complete.
3.0 Changes, and Modifications of the Services
Without incurring liability, Tel-Systems may at any time and without notice to the Subscriber change, modify or terminate the Services, in whole or in part (including the rates or charges). In the event of any such change or modification, the Subscriber may terminate without liability within 30 days of such change after which it is deemed that Subscriber accepted the change and will be responsible for paying all charges incurred for the use of the Services despite the change or modification, both before and after the date thereof.
For plans that include free calling to a specific country or groups of countries; Tel-Systems may at any time remove certain countries from the calling plan as may be required from time-to-time due to; economic conditions, regulatory, international turmoil, call termination issues, or an increase in the international call termination rates associated to a destination. If the calling plan includes only one country or service that is being removed by Tel-Systems , Subscriber may terminate the agreement without further liability. If the calling plan includes several countries or services, E.g. Tel-Systems Home Phone Global, the Subscriber shall remain obligated to the Contract.
3.01 Subscriber Confidentiality and Privacy
Before you begin to use our services, you will be asked to register to become a member. To complete the registration, you will need to give us some information about yourself including but not limited to your name, Email address, zip code, postal code, age, and occupation. Tel-Systems is collecting this information and we retain ownership of it.
3.02 Use of Information
Unless prohibited by law in your jurisdiction, Tel-Systems believes that knowing more about you will enable us to serve you better. It allows us to communicate with you about your service, news and promotions and to personalize the content and services we offer you. Information that you provide to Tel-Systems is kept confidential. Your information is for the use of Tel-Systems and its subsidiaries. It is not shared with any other third party.
3.03 Rate Changes
Tel-Systems reserves the unilateral right to change, modify, increase, decrease, or add surcharges, connection fees as may be required from time to time.
3.04 Promotions
Tel-Systems may at its sole discretion promote Tel-Systems services from time to time through a variety of media channels. This may include free services for a specific period of time (promotional period). After the promotional period the Subscriber will be billed for services automatically. The Subscriber must call Tel-Systems Subscriber Service before the promotional period has elapsed and request to cancel future service. All cancellations must be verbal to Subscriber Service. With respect to free trial periods for Subscribers on a contract term the free period is deemed a bonus period and added to the contract term. For clarity, Subscribers who sign up to a 1 year term and are rewarded with 6 Free Bonus Months; the free months are added on top of the 12 month term for a total of 18 months. Therefore 6 months are free and 12 months are billable.
3.05 Reasonable Usage
Tel-Systems ‘s Services and features are to be used for residential, or small business use only and by only the account holder and the family members or employees, at the service address listed under the account holder. Residential family members include your immediate family who reside in your personal residence – e.g., spouse, domestic partner, parents and/or children. Except for small businesses, if your service plan allows you to use your service from other locations through a particular device or application, all use under that service plan is aggregated and must conform to normal residential, personal, non-commercial use.
Because over 95% of Tel-Systems unlimited calling plan Subscribers use less than 3000 minutes per month and do not have any unusual usage patterns, a Subscriber’s aggregate usage may be considered outside of normal and reasonable use if it exceeds 3000 minutes per month in combination with other factors that may adversely impact other Tel-Systems Subscribers or the Tel-Systems network.
All Tel-Systems plans have maximum reasonable call duration of 4 hours per call, after which time the call will be disconnected. Unlimited plans are subject to an aggregated limit (outgoing, call forwarding, conferencing etc) of all usage and features of 3000 minutes during each monthly billing cycle for inclusive calls. Incoming and Tel-Systems to Tel-Systems calls are excluded from this policy.
Tel-Systems reserves the right to either suspend your Service and offer you an alternative call plan or terminate your Service if we determine, in our sole and absolute discretion, that your use of the Service or at any time was, inconsistent with normal residential or small business average usage patterns of other Tel-Systems Subscribers. All usage minutes over 3000 minutes will be billed on a per minute basis based on the rates for the destination country being called. If we deem your use of our Services for commercial use, you will be required to pay our higher rates for Business Plans for all periods in which your use of the Service was inconsistent with normal residential or small business use or the Reasonable Usage limits described herein. Where permitted by law Subscriber may cancel.
3.08 Telephone numbers
If you were assigned a telephone number from Tel-Systems , this number may at Tel-Systems sole and absolute discretion and subject to applicable law be assigned to another Subscriber. Transferring phone numbers to Tel-Systems (LNP) is possible only in Tel-Systems serving territory. If you decide to transfer your existing phone number to Tel-Systems from another telephone provider it is possible that your service will be interrupted in certain circumstances while the transfer is in process. Specific LNP instructions are listed in the LNP web page under “My Account”. To transfer any number to another company (Reverse LNP) you will incur an administration fee of $50 per number.
Not applicable to Business clients who have numbers listed with major carriers and have not ordered a special number specifically from Tel Systems.
3.09 No Directory Listing
Tel-Systems does not automatically provide directory listings. Directory listings may be available in select serving areas and by request only.
3.10 Resolutions
The Tel-Systems Subscriber service department is here to assist you and managers are on duty for escalations if you feel that your concerns have not been handled to your satisfaction. We also endeavor to record and archive phone calls for quality and training and in the event that you request a copy of any verbal agreements. Upon written request, we can provide you archived call recordings for dispute resolution. However in the event the dispute resolution is in Tel-Systems ‘s favor, a $25 fee per recording will apply.
3.11 Account Investigations
Whenever it is necessary for Tel-Systems to retrieve information or documents, or to have others retrieve information or documents, relating to your account (including such things as call recordings and call logs) as a result of a complaint or request that is initiated directly or indirectly by you or on your behalf, Tel-Systems may charge you a fee of $175, which Tel-Systems may choose to waive depending on the information or documents retrieved.
3.12 PIC Long Distance Phone Charges When You Switch Local Phone Companies
If Tel-Systems is you Primary Interexchange Carrier “PIC” (your long distance provider on your phone line) and you switch local phone companies, your PIC long distance services with Tel-Systems will cease automatically and you will be billed by your local phone company for all long distance calls. If you have not called Tel-Systems to cancel long distance service, Tel-Systems will make reasonable efforts to restore your long distance service back to Tel-Systems when possible. Notwithstanding, under no circumstances will Tel-Systems be held liable for long distance charges from any other phone companies due to error or omissions by Tel-Systems .
Change in Telephone or Cable Service:
If a change in your local service is requested from your local phone or cable company, it is your responsibility to advise us of the changes as this could affect the Services you obtain from us. This notification includes moves, regardless of whether your phone number changes. Any applicable cancellation and/or re-installation charges relating to your services will be charged to your account.