Terms and Conditions

1. General a. be responsible for providing, configuring and maintaining a 2.3 Charges, Billing and Payment
1.1 In addition to the General Terms and Conditions for Etisalat Business suitable LAN, SIP compliant IP PBX and Customer Equipment 2.3.1 One-time connection Charges for installation and activation of
Services, the following terms and conditions apply to Fixed Voice including router capable of interfacing satisfactorily with the Business Landline is applicable for the first line. Additional line
Services and to the specific Fixed Voice Services the Customer Service; installation at same place for the same Customer will be free of
orders. b. designate and maintain an authorized system administrator charge.
1.2 The Business Fixed Voice Services Terms shall be deemed an integral responsible for administering and maintenance of the IP PBX 2.3.2 Rental Charges for Business Landline Service will be billed monthly
part of the Agreement concluded with the Customer. Customer Equipment. in advance.
1.3 These Service Specific Terms supersede any previous terms regarding 1.6.2 Technical Obligations for Business Landline and ISDN PRI/BRI 2.3.3 Usage Charges are billed monthly in arrears and include the
the same subject matter. Services. For the duration of the Customer’s use of the Service, the following information
Customer agrees to: a. total charges for calls to mobile
a. be responsible for providing, configuring and maintaining
1.4 Definitions b. total charges for national calls
suitable Customer Equipment including PBXs, Key Systems, and
Any capitalized terms not defined in this document shall have the telephones; c. total charges for international calls
meaning given to them in the General Terms and Conditions for Etisalat d. itemized charges for international calls
b. designate and maintain an authorized system administrator
Business Services. The following product-specific definitions apply: 2.3.4 One-time Charges for relocation is applicable.
responsible for administering and maintenance of the
“Access Link” means the connection between a Customer Site and the Customer Equipment 2.3.5 Business Landlines with Monthly Rental Charge including free
Etisalat Network. Local & National minutes for Fixed to Fixed Voice calls will be
1.6.3 Technical Obligations for eCentrex. For the duration of the
“AoC” means Advise on Charge. Customer’s use of the Service, the Customer agrees to be based on a Fair Usage Policy of 7,500 minutes per line. Out of
“Best Effort” means the default Class of Service that is used for all traffic responsible for providing, configuring and maintaining a suitable Bundle charges will be billed at AED 0.15 per minute for Local &
that does not map to higher Classes of Service. LAN and Customer Equipment including router capable of National calls.
“BRI” means basic rate interface. interfacing satisfactorily with the Service;
3. Specific terms for the ISDN PRI/BRI Service
“Class of Service”or “CoS” means a capability that provides improved 1.6.4 Technical Obligations for Global VOIP. For the duration of the
3.1 Service Description
and predictable network services by classifying and managing application Customer’s use of the Service, the Customer agrees to:
traffic. 3.1.1. ISDN Services are an alternative arrangement for access line
a. be responsible for providing, configuring and maintaining a
services such as Business DEL and PBX Lines.
“CLIP” means Calling Line Identification Presentation. suitable LAN and Customer Equipment including router capable
of interfacing satisfactorily with the Service; 3.1.2 Two types of ISDN Services are offered:
“CPE” means Customer Premise Equipment.
b. be responsible for providing a real or virtual international a. ISDN Primary Rate Interface (ISDN PRI)
“DEL” means Direct Exchange Line.
number to identify each site that needs to communicate using i. Full Rate ISDN PRI (30 Channels)
“DID” means Direct Inward Dialing.
the Global VOIP service; ii. Fractional PRI (10 or 20 Channels)
“Domain Name” means the Customer’s unique trade name that identifies
c. designate and maintain an authorized system administrator b. ISDN Basic Rate Interface (ISDN BRI)
it on the Internet.
responsible for administering and maintenance of the 3.1.3 ISDN Primary Rate Interface (ISDN PRI): Full Rate ISDN PRI Service
“DNS” means domain name server. Customer VPN. is provisioned at 1.930 Mbps rate via the Primary Rate Interface
“ECC” means Etisalat Calling Card. d. be responsible to exchange with Etisalat any changes in the standard of the Integrated Services Digital Network (ISDN). ISDN
“FTTP” means fibre-to-the-premises. customers IP addressing which may impact the authorisation PRI provides Customers with 30 channels to Customer’s PBX or Key
“Gbps” mean billions of bits per second. of voice and video calls. System. ISDN PRI includes:
“GPON” means gigabit passive optical network. e. Be responsible for their PABX dial plan at the offices between a. Main telephone number (Pilot number)
“Hotline” means Point to Point communication linked in which a call is which GLOBAL VOIP service is used. b. Up to 200 Direct Inward Dialing (DID) telephone numbers
automatically directed to a predefined destination number. 1.6.5 Power Requirements for Etisalat Equipment. At the service 3.1.4 Fractional Rate ISDN PRI Service provides Customers with 10 or 20
“Hosted Service” means a voice and video platform located at Etisalat location where Etisalat provides its Customers with FTTP access channels to serve branch and remote offices. Fractional Rate ISDN
location. network technology, ONT device(s) may be supplied by Etisalat. PRI includes:
The Customer is required to provide constant electrical power to
“IAD” means Integrated Access Device. a. Main telephone number (Pilot number)
the ONT device failing which, the entire FTTP service may fail.
“IDD” means International Direct Dialing. However, to mitigate FTTP service failure in the case of power b. Up to 100 Direct Inward Dialing (DID) telephone numbers for
“IP PBX” means Internet Protocol Private Branch Exchange. interruption, battery back-up systems can be separately acquired 10 channel ISDN PRI
“IP Phone” means a desk terminal that uses Voice over IP technology to by the Customer. Etisalat does not guarantee the continuity of the c 200 Direct Inward Dialing (DID) telephone numbers for 20
make telephone calls over an IP network. FTTP service nor will it be liable to the Customer for any indirect channel ISDN PRI
“ISDN” means Integrated Services Digital Network. or consequential loss arising under or in connection with the FTTP 3.1.5 Additional blocks of 100 DID telephone numbers can be ordered.
service, including but not limited to, if there is any interruption to 3.1.6 ISDN Basic Rate Interface (ISDN BRI): ISDN BRI is provisioned
“Key System”
the power supply to the ONT device(s). at 128 kbps rate via the Basic Rate Interface standard of the
“LAN” means Local Area Network.
Integrated Services Digital Network (ISDN). ISDN BRI provides
“Mbps” means Megabits per second. 1.7 Minimum Term Customers with 2 channels to Customer’s ISDN terminal. ISDN
“MPLS Network” means a network based on multi-protocol label switch 1.7.1 Each Service is available either on a Monthly Term or on a Fixed BRI includes two telephone numbers (one main number and one
technology. Term, or both. Multiple Subscriber Number). Up to 8 Multi Subscriber Numbers
“MSAN” means multi-service access node. 1.7.2 After the Minimum Term the Service will be continuously auto can be ordered.
“Multiple Subscriber Number” or “MSN” means renewed for the Renewal Term. 3.1.7 Different Voice Usage plans will be offered at an additional
“NTE” means Network Terminal Equipment. 1.7.3 Customers may terminate any Service upon serving thirty (30) days monthly Charge to the Customer from time to time on a Fixed
“ONT” means optical network terminal and is a network termination prior written notice to Etisalat Term.
device that operates with GPON technology 1.7.4 Early termination Charges are applicable where the Customer 3.1.8 Value Added Services will vary from service to service and customer
“PBX” means Private Branch Exchange. terminates the Service prior to the expiry of the Minimum Term or will have the choice to subscribe to the VAS with additional
the Renewal Term monthly Charges.
“PABX”: means Private Automatic Branch Exchange.
“PSTN” means Public Switched Telephone Network. 2. Specific terms for Business Landline 3.2 Minimum Term and Conditions
“PRI” means Primary Rate Interface. 2.1 Service Description 3.2.1 The Minimum Term is one month. Exit charge of one month rental
“SBC” means Session Border Controller. will be applicable for early termination
2.1.1 A Business Landline Service provides an access line from the Customer
“STD” means Standard Trunk Dialing. location to Etisalat’s Network which enables Customers to: 3.3 Charges, Billing and Payment
“SPM” means Subscriber Pulse Metering. a. Place calls to and receive calls from any local, regional, 3.3.1 One-time connection Charges for installation and activation of
“SIP” means Session Initiation Protocol. national or international calling number reachable from Service.
“TDM” means Time Division Multiplexing. Etisalat’s Network; 3.3.2 Rental Charges for ISDN PRI/BRI Service will be billed monthly in
b. place or receive calls to 800 telephone numbers; advance.
“WAN” means wide area network.
c. Access Directory Assistance. 3.3.3 Usage Charges are billed monthly in arrears and the bills shall
“VANs” means Value Added Network Service.
include the following information
“VAS” means Value Added Service. 2.1.2 Two types of Business Landline Services are offered
a. total charges for calls to mobile
“VPLS” means Virtual Private LAN Service. a. Business DEL (Single Line)
b. total charges for national calls
“VPN” means virtual private network. b. PBX Lines (Multiple lines on main number with hunting facility)
c. total charges for international calls
“VSAT” means very small aperture terminal. 2.1.3 Business DEL (Single Line): Business DEL is a Service which provides
a Customer with an individual access line and the ability to connect d. itemized charges for international calls
“VoIP” means Voice over Internet Protocol.
to Etisalat’s Network for transmission of two way interactive voice 3.3.4 One-time Charges for upgrade, downgrade, or relocation are
1.5 Order Fulfillment or data communication. Business DEL provides the Customer with applicable.
a single, voice-grade communication channel. Each Business DEL 3.3.5 The monthly rental Charge will be prorated from the date at which
1.5.1 Etisalat’s acceptance of the Customer order for a Service will be
will include a telephone number. upgrading and downgrading is actually effected by Etisalat.
subject to order validation including qualification of the Service
pertaining to the Customer Site. 2.1.4 PBX Lines: PBX Lines provide Customers with multiple voice-grade 3.3.6 ISDN Lines with Monthly Rental Charge including free Local &
communications channels to Customer’s PBX or Key System. PBX National minutes for Fixed to Fixed Voice calls will be based on a Fair
1.5.2 Etisalat is responsible for installation and activation of the Service
Lines will include a main telephone number and either a sequential Usage Policy of 7,500 minutes per channel. Out of Bundle charges will
at the Etisalat termination point at the Customer Site.
or random hunting facility. PBX Lines can be provisioned to carry be billed at AED 0.15 per minute for Local & National calls.
1.5.3 In the event where a Service requires on-site installation and one-way outbound traffic, one-way inbound or two-way traffic.
testing, upon completion of installation and testing of such 4. Specific terms for Business Select
2.1.5 Various types of terminals can be connected to an exchange line to
Service by Etisalat, Etisalat shall notify Customer of the availability 4.1 Service Description
provide voice, data or image transmissions.
of such Service. Upon such notification the Service shall be deemed
2.1.6 Different Voice Usage plans will be offered to the Customer from 4.1.1 Business Select comprises of “Select” and “SelectPlus” services.
delivered, accepted by the Customer and activated by Etisalat. If
Etisalat does not provide such notice to the Customer and the time to time on a Fixed Term. 4.1.2 Business Select enables the customers using landline service from
Customer has not reported any fault within 5 business days, the 2.1.7 Value Added Services will vary from service to service and customer the other telecom operator in the UAE to make all landline calls
Customer is deemed to have accepted the Service and the Service will have the choice to subscribe to the VAS with additional locally and internationally through Etisalat network by dialing a
is deemed delivered and activated by Etisalat from the date of Charges. prefix before every destination number that they want to route over
completion of installation and testing by Etisalat. Etisalat’s network.
2.2 Minimum Term and Conditions 4.1.3 Business SelectPlus enables the customers using landline service
1.6 Customer Obligations 2.2.1 The Minimum Term is one month. from other telecom operator in the UAE to make all landline calls
1.6.1 Technical Obligations for TeleVideo with DID & without DID, locally and internationally through Etisalat network. To benefit
2.2.2 Exit charge of one month rental will be applicable for early
TeleVideo Line. For the duration of the Customer’s use of the from this service, you do not require any configuration, hardware
termination
Service, the Customer agrees to: or connection changes.
4.1.4 Different Voice Usage plans will be offered to the Customer from by paying a fee. 7.1.2 The calls to a 600 number are charged to the caller.
time to time on a Fixed Term. 5.3.4 The Customer is responsible for notifying the participants that they
will be responsible for call charges for use of Dial-In toll (600) 7.2 Minimum Term and Conditions
4.2 Customer Obligations conference number. 7.2.1 The Service is available on a Fixed Term of three months.
4.2.1 The subscriber acknowledges that the SelectPlus Service includes
national landline calls, mobile calls and international calls. 5.4 Recording 7.3 Charges, Billing and Payment
4.2.2 The subscriber acknowledges that there will be period of time 5.4.1 The Service also enables meetings to be partially or fully recorded. 7.3.1 One-time connection Charges are applicable for installation and
between the request for SelectPlus and the activation of the In such cases an automated announcement will advise all activation of the Service is applicable.
service during which it may not be possible to determine whether participants that the meeting is being recorded. 7.3.2 Rental Charges are billed quarterly in advance for the Service.
Etisalat or the subscriber’s landline service provider is carrying the 5.4.2 The Customer is responsible for obtaining the consent of the 7.3.3 There are no usage Charges applicable to the Customer. Usage
subscriber’s calls. participants on the call that is being recorded, and agrees to charges are billed on the calling party.
4.2.3 The subscriber is responsible for all calls made using the Select comply with all applicable laws with respect to such recording 7.3.4 One-time Charges apply for the following changes:
Service and SelectPlus Service from their defined landline number. and shall indemnify and hold Etisalat harmless from any damages
Etisalat may bill separately for these services or include these resulting from third party claims for invasion of privacy, breach of a. adding and removing termination numbers
charges with other accounts for Etisalat services provided to the confidentiality or other claims of damages with respect to such b. changes to Service 600 settings
subscriber. recording. c. changes to Service 600 number
4.2.4 The subscriber acknowledges they remain liable to the landline 7.3.5 In the event that the Customer terminates the Service prior to the
access provider for line rental, and any calls and services provided 5.5 Use of Service expiry of the Minimum Term, the Customer will be charged an
that are not part of the Select Service or SelectPlus Services. 8.5.1 The Service is provided solely for the Customer’s own use. Customer early termination Charge comprising of the rental Charge for the
4.2.5 The subscriber acknowledges that any fault, shortcoming or shall not resell or attempt to resell the Service or any part of it to remainder of the Minimum Term.
inadequate service arises from the landline network and is not any third party.
attributable to the Select Service or SelectPlus Service and the 5.5.2 The Customer agrees undertakes: 8. Specific terms for the International Toll Free Service
subscriber will be responsible for referring the matter to their a. Not to use the Service for any illegal, fraudulent, immoral 8.1 Service Description
landline service provider. or improper purpose, or for sending or receiving any 8.1.1 International Toll Free Service (ITFS) allows end users situated in
4.2.6 The subscriber acknowledges that a change in their landline communication which is of an offensive, abusive, menacing, specified international locations to place an incoming call using
service or their caller line identifier may affect or disrupt their indecent, obscene or threatening nature or let anyone else use an international toll free number terminating on the Customer’s
Select or SelectPlus Service. the Service for any of these purposes. UAE-based voice lines. The International Toll Free calls are reverse-
4.2.7 The subscriber must notify either Etisalat or their landline service b. Not to use the Service to make calls or allow others to use the charged to the Customer.
provider of changes to their legal name. The subscriber must notify Service to make calls that cause any nuisance, annoyance or 8.1.2 The ITFS Service is suitable for Customers who have an international
Etisalat of changes to their billing address or identification details. inconvenience to anyone. presence without requiring physical locations in foreign countries.
4.2.8 The subscriber must notify Etisalat if their landline is being ceased c. Not to use the Service by attaching any device to Etisalat
from their landline access provider. equipment and/or Network or use any procedure to avoid, 8.2 Minimum Term and Conditions
evade or reduce payment of applicable Charges or let anyone 8.2.1 The Service is available on a Fixed Term of three months.
4.3 Minimum Term and Conditions else do so.
4.3.1 The Business Select Service is available on a Fixed Term of one year. 8.3 Charges, Billing and Payment
5.6 Minimum Term and Condition. 8.3.1 One-time connection Charges are applicable for installation and
4.4 Charges, Billing and Payment 5.6.1 The Audio Conferencing Service is available on a Monthly Term activation of the International Toll Free Service.
4.4.1 One-time connection Charge for installation and activation of the 8.3.2 Rental Charges are billed quarterly in advance for the International
Service is applicable 5.7 Charges, Billing and Payment Toll Free.
4.4.2 Usage Charges are billed monthly in arrears and the bill includes 5.7.1 One-time connection Charges for installation and activation of the 8.3.3 Usage Charges are billed monthly in arrears and the bill includes
the following information Service is applicable. the following information
a. total charges for calls to mobile 5.7.2 Rental Charges are billed monthly in advance. a. total charges for international calls
b. total charges for national calls 5.7.3 Two types of usage Charges are applicable to the Customer: b. itemized charges for international calls
c. total charges for international calls a. Toll-free (800) usage charges related to Dial-in conference calls 8.3.4 All calls will be charged as per the applicable full IDD rate.
d. itemized charges for international calls b. Usage charges related to Dial-Out conference calls
4.4.3 In the event that the Customer terminates the Service prior to the 5.7.4 Usage Charges are billed monthly in arrears and the bill includes 9. Specific terms for the Service 9000
expiry of the Minimum Term or a Renewal Term, the Customer will the following information 9.1 Service Description
be charged an early termination Charge comprising of any benefits a. total charges for calls to mobile 9.1.1 Service 9000 enables customers to provide information based
received during the Minimum Term or a Renewal Term (such as but b. total charges for national calls services through a unique 9000 number.
not limited to free devices etc) and where PABX configuration was c. total charges for international calls
implemented a pro-rated Charge shall apply. 9.1.2 The caller to the 9000 number is charged at a per minute rate
d. itemized charges for international calls selected by the customer.
5. Specific terms for Audio Conference Service 5.7.5 In case of Dial-In conference calls, the Customer or participants 9.2 Minimum Term and Conditions
5.1 Service Description shall be responsible for any usage billed by other telecom operators 9.2.1 The Service is available on a Fixed Term of one year.
in addition to the Charges that are set forth in this Schedule and
5.1.1 The Audio Conferencing Service provides voice conferencing will be billed to Customer.
capabilities and features to enable organizations to conduct 9.3 Charges, Billing and Payment
conference calls between its clients/customers/staff both in the 5.7.6 Etisalat does not warrant or guarantee that it can prevent
unauthorized use or misuse. Etisalat shall not be liable for any 9.3.1 One-time connection Charges are applicable for installation and
UAE and internationally. activation of the Service 9000.
damages, including but not limited to Charges that Customer may
5.1.2 There is no minimum number of participants and the maximum incur as a result of the unauthorized use or misuse of the Service 9.3.2 Rental Charges are billed quarterly in advance for the Service 9000.
number of participants is 120. by Customer’s employees, third parties, or the public. Customer 9.3.3. Usage charges are billed to the calling party (usage is charged
5.1.3 Audio Conferencing may be accessed using one or combination of shall remain responsible for such Charges. based on per minute rate)
the following access methods: 9.3.4 Reimbursement of Customer’s revenue share shall be on a monthly
a. Dial-In Access: Dial-In Access means that the Customer’s 6. Specific terms for the Toll Free Service basis to the Customer, and will be made (60) days after the closure
designated coordinator sets up Dial-In conference call and 6.1 Service Description of the final billing cycle for that calendar month.
selects the toll free (800) or toll (600) conference number. 6.1.1 Toll Free Service provides toll-free termination of calls to UAE fixed 9.3.5 Customers can select between different per-minute rates for each
Each participant calls the designated conference number and line number(s). number.
enters the code to join the conference call.
6.1.2 Toll Free Service features include routing based on region, mobile
b. Dial-Out Access: Dial-Out Access means that the Customer’s or fixed call, day and time and overflow. 9.4 Customer Obligation
meeting coordinator sets up Dial-Out conference call. The 9.4.1 The Customer shall reasonably disclose to potential callers in
Service calls the participants or for on demand meetings the 6.1.3 Toll Free Service is offered in two different plans and customers
can move from plan1 to plan 2 and vice versa. promotional materials, which shall include but not be limited to
Customer’s designated coordinator will individually call and all written or broadcast advertising, the Charges to be billed to
add participants to the conference call. callers using the Service.
6.2 Minimum Term and Conditions
5.2 User ID and Password 6.2.1 The Service is available on a Fixed Term of three months.
10. Specific terms for Global VOIP.
5.2.1 Etisalat will provide the Customer with User ID and password to 10.1 Service Description
manage the Service using the service administration site. 6.3 Charges, Billing and Payment
6.3.1 One-time connection Charges for installation and activation of the 10.1.1 The service offers intra-office voice and video traffic on Etisalat’s
5.2.2 Customer agrees to be responsible for the security and proper use Global IPVPN network connecting the Customers UAE sites to
of all codes (if any) allocated by Etisalat to allow the Customer Service are applicable depending on the plan type (plan 1 or plan
2) selected by the Customer. International sites.
to use the Service (User IDs) and must take all necessary steps to
ensure that User IDs are kept confidential, secure, used properly 6.3.2 Rental Charges are billed quarterly in advance for the selected Toll 10.1.2 All inbound and outbound voice calls and video calls from
and not disclosed to unauthorized persons. Free plan. Customers on the Global IP VPN link will be metered for their
6.3.3 Usage Charges are billed monthly in arrears and the bill includes usage based on the package subscribed so Customers will be able
5.2.3 Customer will immediately inform Etisalat if Customer believes to track their voice and video calls being made between the sites.
that a User-ID has or is likely to become known to someone the following information
not authorized to use it or is being or is likely to be used in an a. total charges for calls to mobile 10.1.3 The customer Global VOIP package subscribed is to meet the
unauthorized way. requirement of concurrent voice and video calls between the sites
b. total charges for national calls on the Global IPVPN network.
5.2.4 Etisalat reserves the right to suspend User ID access to the Service c. total charges for international calls
if at any time Etisalat reasonably believes that there is or is likely d. itemized charges for international calls 10.2 Minimum Term and Conditions
to be a breach of security. Etisalat also reserves the right (at its
sole discretion) to require the Customer to change any or all of the 6.3.4 One-time Charges apply for the following changes: 10.2.1 The Service is available on a Fixed Term of one year.
codes used by the Customer in connection with the Service. a. adding and removing termination numbers. 10.2.2 Customers may terminate any Service upon serving thirty (30)
b. changes to Toll Free Service settings days prior written notice to Etisalat.
5.3 Service Administration Site c. changes to Toll Free number 10.2.3 Early termination Charges are applicable where the Customer
5.3.1 Subject to Service capacity, the Customer may either set up 6.3.5 The Customer is eligible to a volume discount based on monthly terminates the Service prior to the expiry of the Minimum Term.
meetings on demand or schedule the meetings in advance using total usage Charges.
the service administration site. 10.3 Charges, Billing and Payment
6.3.6 In the event that the Customer terminates the Service prior to the
5.3.2 The participants may join the conference call by calling in the expiry of the Minimum Term, the Customer will be charged an 10.3.1 Customers subscribing to Global VOIP service need to have
Audio Conference number and the code or the Customer may early termination Charge comprising of the rental Charge for the subscription to Global IP VPN service and obliged to pay the
use the Audio Conference Service administration site to dial-out remainder of the Minimum Term relevant charges for this service in addition to Global VOIP charges.
the Users and add them to the meeting. Additionally, the service 10.3.2 Rental Charges for Global VOIP will be billed monthly in advance.
administration site may be used to mute, drop and add new 7. Specific terms for the Service 600 10.3.3 No Usage Charges are applicable.
participants to a meeting as needed. 7.1 Service Description 10.3.4 One-time Charges for Upgrade/ Downgrade of package is
5.3.3 Customer may change the password from the service 7.1.1 Service 600 provides a unique 600 number to receive calls and applicable.
administration site free of charge or from Etisalat Business Centre terminate the calls to UAE fixed line number(s).