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Product Related Information

Product Disclamers

V1.0            03.06.2021

All

Pricing provided may be subject to a site survey where applicable and subject to change until the Sales Order has been signed and the services provisioned.

 

Lead times given act as a guide only.

 

8×8 Services

Internet connectivity is critical to the performance of any Hosted telephony solution. We advise that all customers should opt for a data connection from us which is built purposefully to ensure voice is given priority.

 

If you have chosen to use your existing data connection, or a 3rd party data connection we advise you request the 3rd party access document from your sales representative. This will ensure you are aware of all configuration changes that are needed to routers and firewalls connected to your LAN.

 

Call Charges not defined on the Sales Order will be calculated as per the call tariff, which is available upon request to sales@ukitnetworks.com

 

Call Recording Storage is inclusive for 30 days as standard per license. Whilst recording your calls is not chargeable, storing them outside of your inclusive allowance is chargeable. Please ensure you subscribe to the necessary Call Recording Storage license to ensure recordings are retained for the duration you require.

 

The Provisioning Configuration Guide is required to be completed prior to installation for all new 8×8 users.

 

Number allocation is subject to a ‘single number per license’ limitation. Numbers allocated above this 1:1 ratio, International numbers, or non-geographic will be chargeable per month.

 

Integration with Microsoft (MS) Teams is subject to you subscribing to the correct Microsoft licensing. Failure to be subscribed to the correct licensing will incur additional license costs from Microsoft or your MS partner.

 

The IP Telephony Services support 999/112 emergency call services and such calls will be routed to the national emergency call handling agents. However, these services do not operate in the same way as PSTN fixed line 999/112 public emergency call services and connection to such services may not be possible in the event of a service outage caused by loss of End User connectivity to the internet for whatever reason. In such circumstances the End User should use their PSTN line to make the emergency call. Furthermore, it may on occasions not be possible for emergency services personnel to identify the End User’s location and telephone number so this information should be stated promptly and clearly by the End User when making such a call.

 

Horizon Including Contact, STCM & IPDC Services

Internet connectivity is critical to the performance of any Hosted telephony or IPDC services. We advise that all customers should opt for a data connection from us which is built purposefully to ensure voice is given priority.

 

If you have chosen to use your existing data connection, or a 3rd party data connection we advise you request the 3rd party access document from your sales representative. This will ensure you are aware of all configuration changes that are needed to routers and firewalls connected to your LAN.

 

Storage of voicemail / call recordings / announcements within the Horizon platform is chargeable as per the tariff.

 

The Provisioning Configuration Guide is required to be completed prior to installation for all new Horizon users.

 

The IP Telephony Services support 999/112 emergency call services and such calls will be routed to the national emergency call handling agents. However, these services do not operate in the same way as PSTN fixed line 999/112 public emergency call services and connection to such services may not be possible in the event of a service outage caused by loss of End User connectivity to the internet for whatever reason. In such circumstances the End User should use their PSTN line to make the emergency call. Furthermore, it may on occasions not be possible for emergency services personnel to identify the End User’s location and telephone number so this information should be stated promptly and clearly by the End User when making such a call.

 

Line Rental Services

Any missed BT Openreach engineering appointments will be chargeable at £140.00 per appointment missed and £20.00 re-appointment charge in addition to any installation charges.

 

Should the installation of services not be completed within the time frames allocated within the Sales Order, additional time related charges may be incurred.

 

Line Rental Services being transferred will be transferred on a ‘like for like’ basis. Any services which are not listed above will be transferred, for continuity of service, and charged as per the standard tariff.

 

Please note line faults outside of normal working hours can only be responded to if you’ve subscribed to the relevant care levels for your business lines.

 

Inbound Numbering Services

Please do not advertise, print or publish any numbers requested until they have been confirmed as live/allocated.

 

Please note terminating your inbound number to any destination other than to a UK geographic number may incur additional charges per the tariff, which is available upon request.

 

Numbers requested are subject to availability.

 

Storage of voicemail / call recordings / announcements within the inbound platform is chargeable as per the tariff.

 

Please note Ofcom regulation state that wherever your premium rate number is displayed, you must also state the cost of the call in the following format; “calls will cost you X pence per minute plus your phone company’s access charge”. This applies to 084 and 087 numbers.

 

Number Porting Services

Ports will be made upon the first available date and cannot be brought forward. Once a date has been confirmed, cancelling and rearranging this date will incur a re-appointment charge.

 

Please do not advertise, print or publish any numbers requested until they have been confirmed as live/allocated.

 

For Number Porting, underlying phone line(s) will cease upon the successful completion of a number port.

 

Out of hours number ports will be completed at any time within the time slot advised at the discretion of the carrier network.

 

Number porting has a minimum 15 working day lead time from the date correct porting information is provided to our provisioning team. Porting may take considerably longer and this lead time acts as a guide only. Where we are porting via IPEX (this would be due to having no direct porting agreements between our chosen network partner and your current supplier) no lead time can be provided and / or guaranteed.

 

Broadband Services

Any missed BT Openreach engineering appointments will be chargeable at £140.00 per appointment missed and £20.00 re‑appointment charge.

 

Please note line faults outside of normal working hours can only be responded to if you’ve subscribed to the relevant care levels for your business lines.

 

Broadband estimated line speeds quoted are indicative only. If you have a metered connection (this will be stated on your Sales Order), over usage is charged at £1.20 per additional 1GB.

 

Data connections are provided wires-only and do not include a router, unless otherwise stated. A £43.88 termination fee will apply to all broadband services when ceased.

 

Broadband estimated line speeds quoted are indicative only. Speeds may be affected by line length/quality and service availability.

 

Fixed line broadband connections will be provided with a single static IP address.

 

The use of bandwidth which is inappropriate for a particular service is to be avoided. In the event that excessive usage of bandwidth on a consistent basis is detected we will contact you to propose a more suitable service as a replacement.

 

If you decline to accept the suggested replacement service and the excessive usage continues we reserve the right to restrict, suspend or terminate your access, at our discretion.

 

Examples of excessive bandwidth usage are:

– A circuit that uses in excess of 100GB of bandwidth in a 24 hour period

– A group of circuits (as part of the same company) that consumes bandwidth in excess of 100GB at each site on the same day(s).

 

Care levels allow you to place the importance on the service ‘fix time’ depending on your needs. We would recommend you consider the care levels depending on needs for example a small business which is reliant on data services will benefit from having ENHANCED CARE to minimise potential downtime. All of our packages include the STANDARD CARE level.

 

Care Level Hours Of Work BTW TTB Vodafone Exclusions Requirement
STANDARD CARE Mon-Fri
(08:00 – 18:00)
40 WH 48 WH 48 WH Regional Public and Bank Holidays. Allowable parked times INCLUDED
ENHANCED CARE 24 x 7 20 CH 24 CH 24 CH Allowable parked times OPTIONAL
PREMIUM CARE 24 x 7 8 CH N/A N/A Allowable parked times OPTIONAL

CH = CLOCK HOURS, WH = WORKING HOURS

 

Standard Care: Standard care is included with every Broadband connection. Engineer appointments to site are available 0800-1800 Monday to Saturday (excluding Regional Public and Bank Holidays). The following upgrade options are available for Broadband services.

 

Enhanced Care: Upon receipt of a fault report, we will respond within four clock hours and will clear the fault within 20 clock hours (BTW) or 24 clock hours (TTB), excluding any allowable parked time. Engineer appointments to site are available 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.

 

Premium Care: We will clear the fault report within eight clock hours of receipt, excluding any allowable parked time. If diagnostics indicate a fault and an engineer is required on site, then Openreach will aim to fix any fault within seven clock hours (BTW only) from the start time of the agreed appointment slot. Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.

 

Ethernet Services

Please note more than 2 useable IP addresses will require pre-qualification. By submitting this order you confirm that a telephone point exists within 2m of the installation point, this is required for testing purposes.

 

Please note, if a new router is supplied as part of the upgrade order, original equipment will need to be returned to UK IT Networks Limited. Should the original equipment not be returned, additional charges will apply.

 

The default IP Range is /30 to conserve IP’s. If a /29 range is required please advise your account manager to ensure this is included within the Order. If an alternative range is required please complete a RIPE form which can be provided upon request from your account manager.

 

Upon survey completion, if any ECCs (Excess Construction Charges) are applicable, they will be presented to the end user to advise if the order is to be progressed.

 

Circuit installation charges are subject to change and are only determined after a site survey and actual installation. Costs may vary dependent on levels and nature of fibre or copper presence at the customer site.

 

Routers supplied in the provision of services are used as termination devices only, firewall, NAT and port forwarding services must be activated on your equipment. All hardware provided for Ethernet Services is managed hardware and owned by us to facilitate the service. Upon cessation of your services this is required to be returned. Failure to return managed hardware will result in a charge being applied.

 

Connex One Services

The IP Telephony Services support 999/112 emergency call services and such calls will be routed to the national emergency call handling agents. However, these services do not operate in the same way as PSTN fixed line 999/112 public emergency call services and connection to such services may not be possible in the event of a service outage caused by loss of End User connectivity to the internet for whatever reason. In such circumstances the End User should use their PSTN line to make the emergency call. Furthermore, it may on occasions not be possible for emergency services personnel to identify the End User’s location and telephone number so this information should be stated promptly and clearly by the End User when making such a call.

 

Internet connectivity is critical to the performance of our Hosted Omnichannel System. We advise that all customers should opt for a managed data connection to ensure voice is given priority.

 

Access to your Connex instance is locked via IP address for security. Personal Computers for use with Connex desktop applications must be Pentium 4 with 2.0GHZ processors and 2Gb RAM or higher. PC operation system must be Windows XP SP3 or higher.

 

Hardware (Including Handsets)

Our IP phones as standard do not include power packs, unless stated within the Sales Order. Structured cabling is also needed to provide connectivity to each of the handsets.

 

Pricing provided is subject to change until the Sales Order has been signed and the services provisioned.

 

IT Support Services

Should you have inclusive issues and/or time on your IT support agreement, support cases raised over & above any inclusive allowance will be supported & charged as per the tariff until such time the tariff is revised by means of an upgrade / replacement agreement being signed.

 

There is a fair usage limit of a maximum of 10 issues per business day per client, any issues above and beyond this will be rolled across to the next business day in the order received.

 

IT Hosting Services

Hosting services are subject to a fair usage 2.9TB per virtual machine per month.

 

If any hosted services are found to be hosting illegal content and / or performing any tasks that are deemed to be illegal, you will be notified of this to resolve. Failure to remedy will cause your services to be suspended.

 

UK IT Networks will not be responsible for your content, we would strongly recommend having a backup in place on your service to avoid data loss.

 

Pricing may be increased within term should wholesale costs increase.

 

IT Software Services

All pricing quoted is exclusive of VAT and where applicable subject to site survey.

 

Pricing may be increased within term should wholesale costs increase.

 

AuditWise Services

Storage over the inclusive allowance is chargeable as per the Tariff.

 

Additional user licenses can be added at any time via the platform, subject to a new minimum commitment equal to that of the Sales Order and charged at your existing tariff.

 

SMS Services

Please note compliance is the responsibility of the customer. Users may not send a text message if the recipient has not agreed to it (i.e. opted-in), unless:

The sender has obtained details through a sale or negotiations for a sale

The messages are about similar services offered by the sender

The recipients were given an opportunity to refuse the text messages when their details were collected and, if they did not refuse, they were given a simple way to opt out in all the text messages you received.

*All keyword allocation is subject to availability. An additional keyword will be configured for recipients to opt out. This will take the form of ‘yourkeywordSTOP’.

 

All keyword allocation is subject to availability.

 

One SMS charge includes up to 160 characters.

 

Premium rate SMS services are regulated by Phonepay Plus, therefore you must adhere to the code of practice set out on their website. These can be found at: http://www.phonepayplus.org.uk/For-Business/Code-and-Help.aspx

 

Tariff pricing stated is for SMS delivered to UK Mobiles. International delivery is restricted unless specified within the Sales Order.

 

Please note, that 09 number services and Premium rate SMS are regulated by PhonePay Plus – For information, please visit www.phonepayplus.org.uk. As the owner of an 09 number you will be required to display the call costs prominently on any promotional materials, or state the cost of a call as part of your personalised greeting message. A copy of your advert may be requested.

 

Engineering Services

Engineering visits which are not completed within the pre-agreed time frames, will be chargeable in-line with the Tariff.

 

Where engineering services are not stated within the Sales Order they will not be provided.

 

Mobile Services / 4G Connectivity

A Port Authorisation Code (PAC) will be required should you wish to retain an existing number.

 

Inclusive standard allowances are available for use in UK, EU and in selected worldwide destinations in-line with qualifying daily roaming services.

 

Unlimited usage subject to fair usage policy.

 

All charges not detailed will be billed as per the Tariff. This may include but not be limited to, Dynamic Bolt-Ons, International usage, UK non-geographic services, Premium services, Directory (118) Services.

 

All SIM cards will be provided with new phone numbers. A Port Authorisation Code (PAC) will be required should you wish to retain an existing number.

 

The quality and availability of the Service may be affected by factors outside of our control such as physical obstructions, atmospheric conditions and other causes of radio interference, faults in other telecommunication networks, unavoidable maintenance or other Force Majeure events.

 

4G services are delivered using a single SIM – they do not replicate the throughput of a large bandwidth data access product.

 

4G requires good indoor 4G coverage to work effectively. This is not available everywhere so we advise you to make thorough checks of network coverage before ordering.

 

At times and in locations where our chosen network is experiencing high-capacity usage, the network will be entitled to throttle access, and/or speed of, provision of the Service. The network will have the right to deny access to any End User, Approved Device or other equipment where;

a) in our Network’s reasonable opinion, permitting such access will adversely affect the operation of the Network or provision of the Service or any other services utilising to any other person, or

b) The Network suspects fraudulent, criminal or illegal activities are being carried out or are likely to be carried out, by that End User or via that equipment, whether or not such equipment has been approved or tested by us.

 

Professional Voice Recording Services

Professional voice recordings are subject to artist availability. Please ensure scripts provided are correct. If you have included any wording which you may want pronounced in a particular way, please advise prior to submitting the sales order.

 

Please ensure the above scripts are correct. Failure to notify us of a mistake will result in charges being applied for corrective re-recordings.

 

Prompts which exceed a wording fair usage may result in an increase in charge.

 

Development Contract Services

Should there be inclusive time included with your development agreement, development requests raised over & above any inclusive allowance will be completed & charged as per the tariff until such time the tariff is revised by means of an upgrade / replacement agreement being signed.

Once the development request has been made, if any changes are made to the scope of work there may be additional time required to what has been previously quoted, this will either be charged or additional inclusive time.

 

Development Support is classed as fixing issues within the supported system, some issues may relate to the hosting being used and the fix time can rely on third-parties resolving their issues which can lead to an extended resolution.

 

Account Information Change / Rate Changes / Novations

Rate changes will be made at the earliest possible date and cannot be backdated. Where a rate change cannot be completed within a given month, it will be applied to the following month and your new rate will take effect from this point moving forwards.

 

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We have always found that UK IT Networks will go the extra mile to resolve issues and combining our IT services under one umbrella makes our communication more efficient.

“With 8×8, our employees can all talk to each other across different sites at the click of a button. UK IT Networks are proactive when responding to issues – problems are resolved quickly and efficiently.”

“Great customer services and account management with a great range of services available for all communications requirements. They grow with your requirements with no restrictions. Simply a great company to deal with.”

“First class from start to finish, I explained my requirements and was given a choice of speeds and services, along with the prices of each. All came through to sign off and installation dates were provided.”

“We recently moved our NGN Platform into the control of UK IT Networks, this has been a great move for our company. Not only has this saved us money on our existing setup but will continue to save us money as we move forward with them.”

“As a busy office products company who takes over 100 telephone orders per day UK IT Networks are a vital supplier. Their pricing is very competitive but much more important to us is the level of customer services that they provide, world-class, fast efficient and friendly.”

“We have formed strong professional relationships with UK IT Networks and, in an age where call centres prevail, it is refreshing to know who you are talking to and with a company who truly understands your organisation and its particular challenges.”

“Partnering with UK IT Networks has meant that communications between our sites are now seamless and most importantly, their expert account management team are on hand anytime we need them to help us make the most out of the hosted phone system they have supplied us with.”

“Since using UK IT Networks we have seen a huge difference in the levels of efficiency within our internal operations causing us to see a higher level of performance all round. We are incredibly pleased with the service we get and I would definitely recommend them.”

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