Critical Information Summary
upstream | ABN: 39 159 555 889
upstream Freedom PBX
Information about the service
Create your entire phone system in minutes. Create voice menus and interactive phone applications quickly through the Hosted PBX control panel. upstream is an industry leader so when you need help, we’re here and you can count on us.
Hosted PBX (or Virtual PBX) is designed to lower the cost of a phone system for your business whilst at the same time providing your business with previously unseen connectivity. Plug your extensions in anywhere in the world - you can expand your office to a different building, or your employees can work from home - or across the globe! It will work anywhere there's broadband.
|Is the offer part of a bundle?||No
|Is the customer required to buy any goods as part of the offer?||Optional (See below)|
Does the offer have any minimum term of use?
What Is Included:
This Freedom PBX plan includes calls to 13/1300 numbers, Local/STD calls and calls to Australian Mobiles. It also includes free upstream to upstream calls.
What Is Not Included:
Your plan does not include international calls and premium service numbers. Charges to these services will apply and are outlined below. This plan does not include any handsets or other hardware or equipment.
SIP-Compatible VoIP Handset(s) Required
In order to use this service, you will need VoIP telephone handset(s) or software compatible with the SIP protocol. upstream recommends using this service with handsets purchased from the online shop at shop.upstreamtech.io to ensure that you have a compatible and supported device. Alternatively, you may provide your own SIP compatible VoIP equipment or software.
Additional Fair Use Terms on Freedom PBX Plans:
Included calls are subject to fair use. Fair use of the upstream Freedom PBX means that you must not use service in an unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of the upstream network.
This service is intended to be used in a way that is consistent with a typical business’ calling usage, according to statistical information known to upstream. If we determine that your use of the service or it’s features is at any time inconsistent with the normal inbound or outbound usage patterns for the type of service or plan that you have purchased, we have the right to suspend or discontinue service. Examples of inconsistent usage patterns include, but are not limited to, using the service in an outbound call center, for telemarketing, or for providing telehealth services.
This plan can only have single-user devices such as Yealink and Cisco VoIP Phones connected to Hosted PBX Extensions only. SIP Trunking is not included and no PBX systems (Asterisk, 3CX etc) or other line-sharing devices are permitted on Freedom plans. Connection of a PBX or line-sharing device, or a configuration that results in line sharing will result in account suspension and cancellation of the account.
We may take action if you breach this policy, including suspending or cancelling your service. We reserve the right to enact such actions for any reason, at our own discretion, without notice to you.
Our service doesn’t provide a trial period; you will be billed from the first day of usage.
Charges for using this service
The minimum monthly charge for this plan is $1,072.50. The billing term for this plan begins as soon as the account is activated. In addition to the minimum monthly charge, the following call rates apply:
Local & National Calls
|Calls to 13 Numbers||Included|
Calls to AU Mobile
|Calls to 1800 number||Free|
Inbound to 1300
||$0.10 per minute Billed per second (minimum charge $0.01)
|Inbound to 1800||$0.15 per minute Billed per second (minimum charge $0.01)|
Charges to International Numbers
You will be charged if you make calls to international numbers. International call rates will vary from time to time based on a number of factors. Please see our website for up-to-date international call rates.
* International Calls – To view International rates to overseas destinations see International Call Chargers
No Early Termination Charges Apply
Because upstream VoIP services are month-to month there are no early termination charges. The total minimum amount that you will pay is $1,072.50
Call Usage and Spend Management
upstream have spend management tools which are designed to assist you in managing your spend. You can check your monthly usage in your My Account Portal.
The My Account portal can be found at: https://portal.upstreamtech.io
Customer Service Contact Details:
Phone: 1300 366 165
Dispute Resolution Process
If you are dissatisfied with the outcome of your customer service request and wish to take the matter further, a complaint should be made in writing. For more information see our complaints handling policy.
Telecommunication Industry Ombudsman
If you are dissatisfied with the outcome of your complaint following the Complaints Handling Policy, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation.
The TIO can be found at www.tio.com.au/making-a-complaint or by calling 1800 062 058.
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