SERVICE ATTACHMENT – Turncom360 Cloud Phone System

​

Last updated: September 9, 2021

This Service Attachment is a part of your Agreement with Turncom360, which includes the terms and conditions agreed to by the Parties under which Turncom360 will provide the Turncom360 Cloud Phone System Service to Customer.

SERVICE OVERVIEW

Turncom360 Cloud Phone System (Turncom360 CPS) is a cloud-based unified communications service that includes enterprise-class voice, e-fax, text messaging, call handling, desktop and mobile apps, and bring your own device (BYOD) capability.

Turncom360 CPS includes:

Voice Services, including extension-to-extension calling and the ability to make and receive calls to and from the public switched telephone network (PSTN).

Turncom360 Meetings video and audio conferencing service.

Collaboration Tools, including One-to-One and Team Chat, File Sharing, SMS text messaging, and other innovative tools.

Turncom360 CPS may be accessed from a variety of user End Points, including VoIP desk phones, desktop clients, web clients, and mobile applications.

Turncom360 CPS utilizes the Turncom360 Network and the public Internet to deliver communication services to the Customer. The Turncom360 CPS, Turncom360 Network, and any other services provided shall be operated and maintained at the sole discretion of Turncom360 and within the physical location or locations of Turncom360’s choosing. Turncom360 shall not be obligated under any agreement to allow Customer access to Turncom360’s CPS operations or the operations of the Turncom360 Network via either physical or virtual means.

Throughout the term of any agreement executed by Turncom360 and Customer and upon any agreement cancellation, termination, or expiration, Turncom360 shall retain sole ownership of all Turncom360 CPS infrastructure and the Turncom360 Network including but not limited to all hardware and software related to Service delivery, Turncom360 CPS operations, and Turncom360 Network operations.

SERVICE PERFORMANCE & DESIGN

VOICE & CALL QUALITY: Turncom360 is committed to delivering a level of quality of the user experience which is consistent with common expectations of business-grade VoIP service. Customer acknowledges assessment of voice quality is subjective and difficult to measure and depends on a variety of technical and environmental factors. These factors include but are not limited to Internet Service Provider (ISP) reliability, ISP latency, ISP jitter, ISP network loss, and Customer local network performance including Customer owned/provided network equipment. Customer further acknowledges these factors and others related to delivering VoIP service are outside of the scope of Turncom360’s control and Turncom360 shall not be held responsible for voice/call quality degradation which is a result of these stated items or other items outside of Turncom360’s control. Voice and call quality for all Turncom360 services is subject to the criteria set forth in the Technical Sufficiency Criteria Exhibit within the Agreement.

VIDEO QUALITY: Turncom360 is committed to delivering a level of quality of the user experience which is consistent with common expectations of business-grade video conferencing service. Customer acknowledges assessment of video quality is subjective and difficult to measure and depends on a variety of technical and environmental factors. These factors include but are not limited to Internet Service Provider (ISP) reliability, ISP latency, ISP jitter, ISP network loss, Customer PC or device, and Customer local network performance including Customer owned/provided network equipment or devices. Customer further acknowledges these factors and others related to delivering video service are outside of the scope of Turncom360’s control and Turncom360 shall not be held responsible for video quality degradation which is a result of these stated items or other items outside of Turncom360’s control. Video quality for all Turncom360 services is subject to the criteria set forth in the Technical Sufficiency Criteria Exhibit within the Agreement.

CONCURRENT CALL PATH: A Concurrent Call Path (CCP) provides inbound and outbound calling capacity for Turncom360 CPS customers. Customers receive one CCP per cloud user license. All CCP’s are subject to Turncom360’s Fair Use Policy detailed in the Fair Use Policy exhibit within the Agreement. CCP’s cannot be used with automatic outbound dialing systems, call distribution systems, fax machines, security systems, or for dial-up Internet access. The G.711 codec is utilized by CCP’s for inbound and outbound calling.

TIERS OF SERVICE

Turncom360 CPS is made available in several pricing tiers, which are described more fully at https://www.turncom360.com/tearms/privacy-policy While Turncom360 offers unlimited monthly plans for some of its products and services, Turncom360’s Services are intended for regular business use. “Unlimited” use does not permit any use otherwise prohibited by the Acceptable Use Policy available at https://www.Turncom360voice.com/acceptable-use-policy.

SERVICE USAGE

“Unlimited” services including calling plans, SMS text messaging, and e-fax are subject to the terms set forth in the Fair Use Policy available at https://www.turncom360.com/tearms/privacy-policy.

Toll-Free numbers enable inbound calls made to a toll free (8XX) number to terminate on a CCP for a per-minute usage-based fee. The per-minute usage rate is listed on the Customer’s Service Quote. Toll Free Numbers are only allowed to terminate to a CCP. The Toll-Free Number may be either ported from an existing carrier or a new assignment.

International call capability is enabled by Customer request. Per minute usage rates for international calling vary based on the international call destination. Customer assumes all responsibility for paying international calling usage charges associated with the Customer account regardless of the circumstance surrounding the charges.

Extension-to-Extension Calls within the Customer account never incur any usage fee and are unlimited, except to the extent that such calls are forwarded to another number that is not on the