Please take some time to read these terms and conditions. They provide important information about the services Optua provides you with.
These Voice Terms apply to business customers only and are not intended for consumers.
If you require an accessible version, for example by PDF or by post, please contact us at contactus@optua.co.uk.
1. Introduction
1.1 This Service Schedule (the "Voice Terms") sets out the specific terms and conditions applicable to the provision of voice services by Optua Telecommunications Limited ("Optua").
1.2 Voice services include, but are not limited to: hosted telephony (cloud voice systems), VoIP services, SIP trunking, and any traditional PSTN or ISDN services (where available).
1.3 This Service Schedule forms part of and is subject to Optua's General Terms and Conditions (the "General Terms"). In the event of any conflict, the General Terms shall prevail unless expressly stated otherwise in these Voice Terms. The governing law and jurisdiction applicable to these Voice Terms are as set out in the General Terms (Scots law and the courts of Scotland).
2. Service description
2.1 Hosted Telephony / VoIP: Hosted telephony services provide business telephony functionality over an internet connection. Features may include:
- Inbound and outbound calling
- Voicemail and voice-to-email
- Call forwarding, transfer, and hold
- Auto-attendant and IVR
- Hunt groups and call queues
- Call recording (where enabled)
- Mobile and softphone applications
2.2 SIP Trunking: SIP trunking provides voice connectivity to the Customer's existing PBX or communications system over an IP network.
2.3 Traditional Lines (PSTN/ISDN): Where available and requested, Optua may provide traditional analogue (PSTN) or digital (ISDN) telephony lines. PSTN and ISDN services are being phased out nationally by 2027. Customers are expected to consider migration to VoIP services. A line rental Stop Sell has been ordered for PSTN and ISDN services.
2.4 Traditional lines (PSTN/ISDN) are not available outwith the United Kingdom.
3. Service requirements
3.1 For hosted telephony and VoIP services, the Customer must have a suitable and stable internet connection. Optua recommends Optua Broadband Services or a dedicated connection for optimal call quality.
3.2 The Customer is responsible for ensuring that its local network (LAN), firewalls, and equipment are correctly configured to support VoIP traffic.
3.3 Optua may provide equipment such as IP phones, ATAs, or routers. Such equipment remains Optua's property unless purchased outright, and is subject to the equipment provisions in the General Terms and in clause 13 of these Voice Terms.
3.4 Power supply and network connectivity at the Customer's premises are the Customer's responsibility. VoIP services will not work during power outages or internet outages unless the Customer has a suitable uninterruptible power supply (UPS), backup connectivity, or an alternative power supply and access method.
4. Contract term and renewal
4.1 Voice services are primarily offered on a rolling monthly basis, allowing flexibility for the Customer to add or remove users or features.
4.2 Available contract terms are:
- 1 month (rolling): standard option with 30 days' notice to terminate
- 12 months: discounted pricing may be available
- 24 months: further discounted pricing may be available
- 36 months: maximum discounted pricing may be available
4.3 The Minimum Term for the relevant voice services is as specified in the Order Form. Following the Minimum Term, the contract may continue on a rolling monthly basis, or the contract may be renewed for a further fixed term, in each case as agreed in writing.
4.4 Early termination during a fixed-term contract will incur Early Termination Charges as set out in the General Terms. Early Termination Charges are intended to represent a genuine pre-estimate of Optua's likely loss arising from early termination of the relevant services and shall be calculated in accordance with the General Terms.
5. Telephone numbers
5.1 Optua may allocate new telephone numbers to the Customer from ranges held by Optua or its carriers.
5.2 The Customer may request to port existing numbers to Optua. Number porting is subject to validation, carrier agreement, and may take 10 to 20 working days depending on the type of number and the losing provider.
5.3 All telephone numbers allocated or ported to Optua's platform remain the property of Ofcom and the relevant number range holder. The Customer has a right to use the numbers during the term of the contract only.
5.4 Upon termination of the relevant services or of the Agreement, the Customer may request to port its numbers to another provider. Optua will facilitate porting in accordance with Ofcom regulations and any applicable industry processes. Numbers not ported within 30 days of termination may be quarantined and returned to the number range.
5.5 The Customer shall not use telephone numbers in breach of the National Telephone Numbering Plan or Ofcom regulations.
5.6 Where Optua supplies international telephone numbers (being numbers outside ranges administered under the UK National Telephone Numbering Plan), such numbers are allocated subject to the rules and regulations of the relevant foreign regulator and number range holder. The Customer's right is a right of use only and does not create any ownership or property interest in those numbers.
5.7 The Customer acknowledges that the allocation, retention, portability and withdrawal of international numbers are subject to: (a) the technical and commercial capabilities of Optua's upstream carriers; and (b) any applicable laws, regulatory requirements, or numbering plans in the country where the number is hosted. Timeframes and processes for porting international numbers may differ from those for UK numbers and are not guaranteed.
5.8 Upon termination of the Agreement, Optua will use reasonable endeavours to assist the Customer to port any international numbers to another provider where such porting is supported in the relevant jurisdiction. Where porting is not available or is refused by the relevant range holder or carrier, the Customer's right to use the international numbers will cease on termination and the numbers may be withdrawn or returned to the number range without liability to Optua.
5.9 The Customer shall not use international numbers in any way that breaches: (a) applicable local law or regulation in the country associated with the number; (b) any relevant national numbering plan or regulator guidance (including any restrictions on presenting national numbers on international traffic); or (c) acceptable use or anti-fraud policies notified by Optua or its carriers from time to time.
5.10 The Customer is responsible for ensuring that any use of international numbers, including the presentation of Calling Line Identification (CLI) towards called parties, complies with all applicable caller identification, anti-scam and anti-fraud rules in the originating and terminating jurisdictions, and acknowledges that calls may be blocked by networks where such rules are not met.
6. Calling Line Identification (CLI)
6.1 The Customer must present valid CLI on all outbound calls. The CLI must be a number allocated to the Customer's account or which the Customer has written authorisation to use.
6.2 CLI spoofing for fraudulent, deceptive or illegal purposes is strictly prohibited and may result in immediate suspension of services, termination of the relevant services and/or referral to law enforcement or other competent authorities (including Scottish courts and law enforcement agencies).
6.3 Optua may validate CLI presentation and block calls that do not present valid CLI or which otherwise appear to be non-compliant with applicable rules or policies.
7. Emergency services (999/112)
Important: VoIP and hosted telephony services have limitations regarding emergency services access that differ from traditional phone lines.
7.1 Emergency calls may not work during internet or power outages, or if the Customer's equipment, LAN, or access network fails. The Customer should always maintain an alternative means of contacting emergency services (for example, a mobile phone or traditional fixed line).
7.2 The Customer must provide and maintain accurate location information for each service address. This information is automatically passed to emergency services when 999/112 is dialled, in line with applicable regulatory and industry requirements.
7.3 If the Customer uses the service at multiple locations or on mobile devices (such as softphones or remote working), emergency location information may not accurately reflect the caller's actual location.
7.4 The Customer is responsible for informing all users of these limitations on access to emergency services when using VoIP and hosted telephony services.
7.5 Optua strongly recommends that the Customer maintains a backup method for making emergency calls.
7.6 The Customer must provide an address within the United Kingdom to serve as the Customer's 999/112 emergency address for the purposes of location information.
7.7 Nothing in this clause 7 limits any obligations Optua may have under applicable law or Ofcom's General Conditions in relation to access to emergency services, but the Customer acknowledges that, due to the nature of IP-based services, uninterrupted access to emergency services cannot be guaranteed.
8. Call charges
8.1 Call charges are in addition to the monthly service charges and are billed based on usage.
8.2 Call rates are set out in Optua's published price list, which is available on request. Rates may vary for:
- UK geographic calls (01/02 numbers)
- UK mobile calls
- UK national rate (03 numbers)
- UK non-geographic calls (08 numbers)
- International calls
- Premium rate calls (09 numbers)
- Directory enquiries
8.3 Optua may offer call bundles or include minutes as part of certain packages. The applicable inclusions and any exclusions or fair use limits will be specified in the relevant package details.
8.4 Optua reserves the right to update call rates with not less than 30 days' notice, except where a shorter period is permitted by applicable law or regulation. Significant increases to international call rates due to carrier cost changes may take effect more quickly where necessary, but will be notified to the Customer as soon as reasonably practicable.
9. Call recording
9.1 Where call recording is enabled, the Customer is solely responsible for complying with all applicable laws and regulations, including (without limitation):
- Obtaining appropriate consent from callers where required
- Playing an announcement informing callers that the call may be recorded, where required
- Complying with data protection and privacy legislation regarding storage, security, access, retention and deletion of recordings
9.2 Optua provides call recording functionality as a tool. Optua is not responsible for the Customer's use or misuse of call recording, or for the Customer's compliance with any legal or regulatory requirements relating to call recording.
9.3 Call recordings may be retained for a period specified in the Customer's package or as otherwise agreed in writing. The Customer should download and securely store any recordings it wishes to retain beyond the retention period, and is responsible for its own backup arrangements.
10. Service levels and support
10.1 Optua provides technical support for voice services during business hours as specified in the relevant service documentation or Order Form. Extended or out-of-hours support may be available for an additional charge.
10.2 Optua targets high availability for hosted telephony services; however, Optua does not guarantee 100% uptime. Planned maintenance will be notified in advance where practicable.
10.3 The Customer shall report faults promptly via the support channels notified by Optua and shall cooperate with Optua's troubleshooting process, including providing access to relevant systems and information as reasonably required.
10.4 Faults caused by the Customer's equipment, local network (LAN), premises wiring, or internet connection are not the responsibility of Optua. Where Optua agrees to assist with diagnosing or resolving such faults, Optua may charge for such work at its then-current rates.
11. Fair use
11.1 Inclusive call bundles and "unlimited" or similar usage packages are subject to fair use. Fair use limits and any applicable restrictions will be specified in the package details.
11.2 Usage significantly exceeding normal business patterns may be subject to review. Examples of excessive or non-standard use include, without limitation, traffic pumping, auto-diallers, continuous or near-continuous calling patterns, or use that suggests non-business or abusive purposes.
11.3 Optua reserves the right, acting reasonably, to:
- charge for excessive use at the applicable out-of-bundle rates; and/or
- move the Customer to a more appropriate tariff or package; and/or
- impose reasonable usage caps or other technical controls to protect the network and other users,
in each case after giving reasonable notice to the Customer where practicable.
12. Nuisance and fraudulent calls
12.1 The Customer shall not use voice services to make nuisance, threatening, abusive, offensive, fraudulent or otherwise unlawful calls.
12.2 The Customer shall comply with Ofcom rules and guidance regarding silent and abandoned calls and with any applicable rules governing automated calling systems.
12.3 When making marketing or sales calls, the Customer shall:
- screen against TPS/CTPS registers where required; and
- comply with the Privacy and Electronic Communications Regulations (PECR) and any successor or equivalent legislation, as well as any applicable guidance issued by the Information Commissioner's Office or Ofcom.
12.4 Optua may suspend or restrict services immediately if it has reasonable grounds to believe the Customer is engaged in fraudulent, unlawful, or nuisance calling activity, or is otherwise in serious breach of this clause 12 or any applicable law or regulation. Any such suspension shall be without prejudice to Optua's other rights and remedies under the Agreement.
13. Equipment
13.1 IP phones, ATAs, headsets, routers and other equipment provided by Optua on a rental or loan basis remain Optua's property (or that of its licensors) and must be returned on termination of the relevant services or of the Agreement, in accordance with the General Terms.
13.2 Equipment purchased by the Customer becomes the Customer's property upon full payment of all sums due in respect of that equipment. Risk in the equipment passes on delivery, subject to any contrary provisions in the General Terms.
13.3 The Customer is responsible for the care, safe keeping and security of equipment in its possession and shall be liable for loss of, or damage to, such equipment (other than fair wear and tear) while the equipment is in the Customer's possession, custody or control.
13.4 Optua may provide remote support, configuration changes and software or firmware updates to equipment supplied by Optua. The Customer shall not interfere with or modify such equipment in a way that affects its operation, security or compatibility with Optua's network. Unauthorised modifications may invalidate warranties or support and may entitle Optua to charge for remedial work.
14. Governing Law and Jurisdiction
14.1 These Voice Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with Scots law.
14.2 Each party irrevocably agrees that the courts of Scotland (including the Court of Session and the Sheriff Courts) shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Voice Terms or their subject matter or formation (including non-contractual disputes or claims).