Service Schedule – VoIP Services

1. Service Overview

This Service Schedule outlines the terms specific to the provision of Voice over IP (VoIP) services by Softext Ltd (“Softext”), delivered via our technology partner RingCentral UK Ltd. These terms are supplemental to our General Terms and Conditions and apply to all VoIP services where Softext acts as a provisioning and support partner.

2.            Roles & Responsibilities

2.1    Service Provisioning – VoIP services are supplied and hosted by RingCentral. Softext assists with setup, guidance, and account administration.
2.2    Billing – Customers are typically billed directly by RingCentral. Softext may assist in quoting and selecting services but does not handle billing unless agreed in writing
2.3    Support Scope – Softext provides first-line support Monday to Friday, 9:00am to 5:00pm (UK time). Support outside of these hours may be handled directly via RingCentral’s customer support channels.

3.            Customer Responsibilities

3.1    Network Requirements – Customers are responsible for providing a stable internet connection and maintaining a network environment suitable for VoIP usage.
3.2  Use of Equipment- Customers must ensure they use compatible equipment and software. Configuration or use of unsupported hardware may affect service quality and support eligibility.
3.3  Account Security – Customers are responsible for safeguarding access credentials and notifying Softext or RingCentral of any suspected unauthorised use.

4.    Emergency Services

4.1    Access to Emergency Services – VoIP services support access to emergency services (e.g., 999/112). However, this access is dependent on a working internet connection and power supply. Customers should have contingency plans in place for power or network failures.
4.2    Location Accuracy – Customers are responsible for ensuring that their address and location information within the RingCentral system is accurate and kept up to date. This is critical for emergency services to be able to respond effectively.

5.    Service Levels & Availability

5.1    Service Uptime – RingCentral targets a 99.999% uptime SLA across its platform. Softext does not provide additional service guarantees but will support clients in the event of suspected service issues.
5.2    Planned Maintenance – RingCentral may occasionally conduct planned maintenance. Customers will be notified in advance, where possible.

6.  Charges and Billing

6.1    Fees – Service charges, if billed via Softext, will be detailed in the quotation and/or agreement. In most cases, billing is handled directly by RingCentral..
6.2    Renewals and Termination – VoIP service contracts are subject to RingCentral’s renewal and cancellation terms. Requests to modify or cancel services should be made with reasonable notice to avoid renewal or termination fees.

7.  Acceptable Use and Fair Usage

7.1    Prohibited Activities – Customers must not use the VoIP service for unlawful purposes, harassment, or activities that may disrupt the network or services of others. Use for unsolicited marketing (spam) or call flooding is strictly prohibited.
7.2    Fair Usage Policy – Where “unlimited” usage is included, it is subject to RingCentral’s fair usage terms. Excessive or abnormal usage may result in usage limits, charges, or account suspension.

8.     Data Protection and Privacy

8.1     Data Handling – Call data and account information are processed by RingCentral in accordance with their privacy policies and applicable UK and EU data protection laws.
8.2     Recordings – If the Customer uses call recording features, they are responsible for compliance with relevant laws, including notifying users or participants where required.

9.     Liability and Disclaimers

Softext Ltd provides advisory and first-line support services. The VoIP platform, call handling, reliability, and data processing are managed by RingCentral. Softext accepts no liability for outages, data loss, or service performance issues beyond our support remit.

10.    Amendments

Softext reserves the right to update this Service Schedule. Customers will be notified of material changes via email or our website.