1. TeloSurance
SERVICE COMMITMENT
Communicate with confidence. Guaranteed.
At Telovations, we understand just how important your phones and Internet connection are to your company. They are your lifelines to customers
and business associates across town and around the world, essential to maintain the flow of business. That’s why we put a special emphasis on
non-stop network reliability and total customer satisfaction. With a Telovations managed network we guarantee your system performance.
We earn your business by supporting your business better.
Our exclusive TeloSuranceSM Service Commitment is our pledge to keep your business well connected.
It gives you:
Network Quality and Reliability Commitment* – We know that you depend on your telephone service to work all the time and that’s why
we designed the Telovations Cisco Powered Real-Time NetworkSM for high-quality voice and 99.999% reliability. The Telovations Network
includes end-to-end Quality of Service (QoS) where we tag, prioritize and track voice traffic allowing us to provide superior quality voice service.
If you experience a network outage we will credit you for twice the amount of the time your service was down, that’s our COMMITMENT to you.
Equipment Service Commitment* – We know that when you pick up the telephone you want an easy to use, feature rich, and ultra reliable
piece of equipment. Telovations partners with the leading manufactures of telephones and internet access equipment, like Cisco Systems and
Polycom. But, even the best equipment can still occasionally have problems, so that’s why Telovations provides you with next business day
replacement service, that’s our COMMITMENT to you.
Response Time Commitment* – At Telovations we know that your time is very valuable, if you have a problem or a question we are there
for you 24 hours a day, seven days a week. No more worrying about who to call; the phone company, the long distance company, the Internet
provider, or the equipment provider. At Telovations you just call one number and we will promptly address your question or problem, that’s our
COMMITMENT to you.
Disaster Protection* – Most growing businesses have not had the time or resources to build a telecommunications emergency plan. In the
event of a disaster your communications will be lost and you need a plan to keep your customers’ calls coming in. Telovations offers our
customers the Disaster Redirect Service which provides you with the features, applications, and tools necessary to easily create an emergency
plan unique to your businesses. And, best of all, the Essential Disaster Redirect Service is included with all Telovations Innovate plans.
Billing Accuracy Commitment* – Understanding your telephone bill should not be rocket science. Here at Telovations we believe that a
bill should be easy to understand, clearly list all of the services you signed up for and for exactly the price you agreed to. If your bill is not
accurate, we will credit you for twice the amount of the error. No surprises, just easily understood accurate billing, that’s our COMMITMENT
to you.
Telovations believes that every growing business should receive the same high quality service and personal attention, regardless of whether you are
a small or large growing business. That’s why our sales folks are local, right here in your neighborhood, to provide you with the one-on-one attention
that all business customers deserve. Our service personnel are there to set up your new service, answer your questions, and help you if you have a
problem. We take the hassle out of managing your communications services so you can focus on growing your business. Innovative, High Quality,
Reliable Communications Services for growing businesses, that’s our COMMITMENT.
CALL 877 WE INNOVATE
T 1005 6-08 Copyright Telovations, 2008 (877-934-6668)
2. Network Reliability Commitment 2. During non business hours, Telovations will provide an automated
1. Telovations Network is designed for 99.999% reliability. The Telovations answering service to receive calls and will provide a one hour return call
Network includes the Telovations provided IAD (integrated access device), for network outages (as defined in the Network Reliability Commitment).
router, local access loop, aggregation router, connectivity to the core net- Service calls for non-network outages will be returned during the next busi-
work, and handoff to either the Internet peering point (for Internet packets) ness day.
or the handoff to local, long distance or other voice services provider for
phone service traffic. 3. Telovations also offers customers with an option to contact technical sup-
port via e-mail at support@telovations.com and at telovations.com
2. A network outage occurs when there is total loss of service for more than
60 consecutive minutes per occurrence. Loss of service means that Telova- Billing Accuracy Commitment
tions is not able to transmit IP packets on behalf of the customer, such 1. Telovations strives to provide monthly invoices which are 100%
that the customer is completely unable to access the internet or completely accurate. The Telovations Billing Accuracy Commitment provides that the
unable to communicate with any other Telovations Innovate Package monthly recurring charge, additional applica-
telecommunications providers via the PSTN (Public Switched Telephone net- tions, features, and LD minute bundles are exactly the amount stated on
work), as a result of the failure of Telovations equipment, or personnel used the service order, which the customer signed. The detailed usage reports
to provide the service. This does not include customer premise equipment, available on the Telovations web site (or available by contacting customer
customer’s telephone equipment, customer’s LAN, customer caused outages service) will accurately reflect the billable calls (calls which have a per
or disruptions, interconnections to or from and connectivity within other Lo- minute charge associated) made by the customer.
cal Exchange Carriers (LEC) networks, subsequent voice carriers’ networks,
interconnections to or from and 2. If the monthly recurring charge reflected on a customer’s invoice is higher
connectivity within other Internet Service Provider (ISP) networks, degraded than the amount indicated on the customer’s service order (subject to chang-
or slow service, and force majeure events or Telovations scheduled mainte- es ordered by customer or for partial month’s bills) then Telovations will
nance. credit the customer’s next month invoice for twice the difference between
the amount billed and the correct charge. If the detailed usage reports
3. A network outage occurs when the customer contacts Telovations inaccurately reflect a particular billable telephone call which the customer
technical support and notifies Telovations of the outage. Telovations agrees can substantiate, Telovations will credit the customer’s next month invoice
to undertake immediate action to correct the outage. A service outage ends for twice the difference between the amounts billed for the telephone call in
when Telovations is able to transmit IP packets or is able to communicate question and the correct charge.
with other telecommunications providers via the PSTN (Public Switched
Telephone network), on behalf of the customer. 3. No other portions of the Telovations bill are covered under
Telovations Billing Accuracy Commitment.
4. If a network outage occurs (as defined above) the customer is eligible
for a credit equal to two hours of service (one hour of service is equal to Credit Procedures
1/240th of the Innovate package monthly recurring charge not including 1. All requests for credit under the Network Reliability and Billing
additional services) for each one hour of network outage up to a maximum of Accuracy Commitments must be submitted in writing, via e-mail, or through
six hours of credit per 24 hour period. the Telovations Web site.
Disaster Redirect Service 2. Requests for credit for network reliability or billing must be submitted to
1. Telovations will provide the customer with a Web portal and provide Telovations within seven days after receipt of the bill in question or the end
customer with documented instructions on how to utilize the features within of the month in which the network outage occurred.
the Web portal along with applications such as voice mailboxes and auto
attendant services to create a customized solution for 3. Credits are exclusive of any applicable taxes charged to the customer.
handling telephone calls in the event of a disaster.
4. All requests for credit are subject to review and verification by Telova-
2. Telovations is not responsible for setup or activation of any features on tions.
behalf of the customer. Failure of any features or application is subject to
provisions of the Network Reliability Commitment. 5. Customer accounts must be current and in good standing in order to
receive credits.
Equipment Service
1. Telovations will repair or replace any of the Telovations equipment 6. Customer’s exclusive remedy for any damages arising out of or related to
that does not perform as specified, at no charge to Customer, unless we Telovations Services shall be a credit of the charges paid by the customer
determine, in our sole discretion, that the Customer is directly or indirectly in the month during which the damages arose. Maximum Customer credit
responsible for the equipment failure. equal to one month of the Innovate Service plan.
2. Telovations will provide repaired or replaced equipment the next business Force Majeure.
day (defined as Monday through Friday excluding holidays) for repair orders Notwithstanding anything to the contrary in this Agreement, neither party
received by 2:00 p.m. the previous business day. shall be liable or in default for any delay or failure of performance resulting
directly from any factor beyond the control of the non performing party,
3. The equipment service commitment is subject to availability of including but not limited to acts of God; acts of any civil or military author-
product from Telovations suppliers. In the event repaired or replacement ity; acts of any public enemy; terrorism; war; hurricanes, tornadoes, storms,
product is not readily available, Telovations will make a best effort to earthquakes, forest fires or floods; governmental regulation or intervention;
provide a comparable replacement product. or strikes, lockouts, or other work interruptions.
Response Time Telovations reserves the right to change or modify the program rules and
Telovations strives to provide customers with prompt and efficient response regulations or discontinue this commitment program at any time after notify-
times for technical problems. ing the customer by posting an update on the Telovations Web site.
1. Telovations will provide live telephone answer (defined as a call answered
by a Telovations representative or a voice mailbox with one hour call back)
during normal business hours (Monday-Friday, 8:00 a.m. Eastern time to
6:00 p.m. Eastern time, excluding holidays).
