Legal

Terms of Service

These terms set out what Telecorenetwork commits to, what we expect from you, and what happens when something goes wrong. We have written them to be read rather than skimmed — particularly the sections on emergency calling, acceptable use and liability, which carry real consequences.

Last updated: 11 August 2026

1. Agreement to terms

These Terms of Service form a binding agreement between Telecorenetwork and the organisation that orders, accesses or uses our services. By signing an order form, creating an account, activating a trial or sending traffic across our network, you accept these terms on behalf of that organisation and confirm you are authorised to do so.

Where you have signed a master services agreement, an enterprise addendum or a data processing agreement with Telecorenetwork, those documents take precedence over these terms to the extent of any conflict. Everything not addressed in those documents continues to be governed here.

2. Definitions

  • "Services" means SIP trunking, hosted PBX, DID numbers, wholesale voice, international calling, contact centre software, voice APIs, SMS and any other product Telecorenetwork makes available to you.
  • "Customer", "you" means the organisation named on the order form or account.
  • "End User" means any individual you permit to use the Services, including employees, contractors and, where applicable, your own customers.
  • "Order Form" means the ordering document, portal checkout or quote acceptance that identifies the Services, quantities, rates and term.
  • "Customer Data" means data you or your End Users submit to or generate through the Services, including call and message content and configuration.
  • "Traffic" means voice calls, messages and API requests originated, terminated or transited using the Services.
  • "Service Level Agreement" or "SLA" means the availability and response commitments published on our support page, as amended from time to time.

3. Service description and eligibility

Telecorenetwork provides enterprise voice and messaging services over IP networks from 42 points of presence, with reachability to more than 190 countries and a target platform availability of 99.999%. Detailed capabilities are described on the relevant service pages, including SIP trunking, hosted PBX, DID numbers, wholesale voice, international calling, contact centre, voice API and SMS solutions.

The Services are offered to businesses and other organisations only. You must be at least 18 years old, legally capable of entering into contracts, and not located in or controlled by a party in a jurisdiction subject to comprehensive trade sanctions. Certain number ranges and service types are further restricted by national regulators, and we may require proof of local presence, a business registration or an end-user declaration before allocating them.

4. Account registration and security

You must provide accurate registration information and keep it current, including a working technical contact and a billing contact we can reach during an incident. Accounts registered with false information may be suspended without notice.

You are responsible for all activity under your account and for the security of your credentials, API keys, SIP registration passwords and IP access lists. We strongly recommend enabling multi-factor authentication on every portal user, rotating API keys at least annually, restricting trunk authentication to known source addresses, and configuring destination allow-lists and spend caps. Notify our NOC on +1 (800) 555-0111 immediately if you suspect compromise; the sooner we know, the sooner fraud caps can be tightened.

Traffic that originates from your credentials is your traffic for billing purposes, including traffic generated by an attacker who obtained those credentials, except to the extent it results from a failure of Telecorenetwork's own systems.

5. Ordering, term and renewal

Services begin on the activation date stated on the Order Form, or on the date provisioning completes if no date is stated. The initial term is as set out on the Order Form; where none is stated, the term is one month.

Subscriptions renew automatically for successive periods equal to the initial term unless either party gives written notice at least 30 days before the end of the current term. Renewal is at the then-current list rate unless your Order Form fixes pricing for the renewal period. Monthly plans may be cancelled with 30 days' notice at any time; committed-term plans cannot be reduced below the committed quantity during the term.

Trials are provided for evaluation, carry usage caps, and end automatically without charge unless you convert to a paid plan. We do not auto-convert trials into paid subscriptions.

6. Fees, billing and taxes

Recurring charges — channels, seats, numbers and platform fees — are invoiced monthly in advance. Usage charges are invoiced monthly in arrears based on our records of Traffic carried. Voice usage is rated per second with no minimum call duration and no rounding to the next minute, unless a specific destination's carrier terms require otherwise, in which case the applicable increment is shown in the rate deck.

Invoices are payable within 30 days of the invoice date in the currency stated, unless your Order Form says otherwise. Prepaid and wholesale accounts operate on a positive balance and traffic stops when the balance is exhausted. Fees exclude VAT, GST, sales tax, universal service contributions, regulatory recovery fees and similar charges, which are added where applicable and are your responsibility. If you are exempt, send a valid exemption certificate before the invoice date.

If you dispute an invoice in good faith, notify billing in writing within 30 days of the invoice date with the specific charges and the reason. Undisputed amounts remain payable on time. We will investigate within 15 business days and issue a credit where the dispute is upheld. Overdue undisputed amounts accrue interest at 1.5% per month or the maximum permitted by law, whichever is lower, and we may suspend Services after 10 days' written notice of non-payment. Reactivation after suspension for non-payment may attract a reconnection fee and requires the outstanding balance to be cleared in full.

7. Acceptable use policy

Voice and messaging networks are attractive to fraudsters, and abuse by one customer degrades service for everyone else. The following activities are prohibited on Telecorenetwork services, and engaging in them is a material breach that may lead to immediate suspension.

  • Toll fraud of any kind, including international revenue share fraud, PBX hacking, and dial-through or call-forwarding schemes designed to generate termination revenue
  • Traffic pumping, access stimulation, artificially inflated traffic or any scheme designed to manipulate intercarrier compensation
  • Unlawful robocalling, autodialled or prerecorded calls placed without the consent required by the TCPA or the equivalent law in the destination country
  • CLI spoofing, presenting a calling number you are not authorised to use, or otherwise transmitting misleading caller identification with intent to defraud or cause harm
  • Sending unsolicited A2P messaging, operating unregistered 10DLC campaigns, snowshoeing across numbers to evade filtering, or transmitting content prohibited by carrier messaging policies
  • Reselling, sublicensing or providing the Services to third parties without a written reseller or wholesale authorisation from Telecorenetwork
  • Transmitting content that is unlawful, defamatory, harassing, or that infringes intellectual property or privacy rights
  • Probing, scanning, overloading or attempting to circumvent the security of the platform, or using it to attack any third-party network
  • Sending traffic with falsified signalling, manipulated call durations, or deliberately malformed SIP intended to exploit rating or routing systems
  • Using the Services in breach of applicable export control or sanctions law

We monitor for abuse continuously and may block a destination, throttle a route, apply a spend cap or suspend an account where we reasonably believe abuse is occurring. Where the situation allows, we contact you first; where fraud is active and losses are accumulating, we act first and explain immediately afterwards. You are liable for charges arising from prohibited activity conducted through your account.

8. Emergency services limitations

Read this section carefully. VoIP emergency calling does not work in the same way as calling from a traditional landline, and it can fail in circumstances where a landline would not.

Emergency calls placed over the Services depend on your local power supply, your internet connection, your local network equipment and the accuracy of the address you have registered against each number and device. If power fails, if your broadband circuit is down, if your firewall or router is misconfigured, or if the equipment simply cannot reach our network, an emergency call may not connect at all. Telecorenetwork cannot provide a battery backup for your premises and cannot route a call it never receives.

Emergency call routing is based on the registered address associated with the number or device, not on the physical location of the caller at the time of the call. If a device is moved to a different site, a different building or a different country and the registered address is not updated, emergency responders may be dispatched to the wrong location. Emergency services availability, the numbers used and the information passed to responders vary by country; some destinations we serve do not support emergency calling over VoIP at all, and those are identified in the service documentation for that market.

You must inform every End User, in writing, of these limitations before they use the Services, and place notices at the locations where handsets or softphones are used. Where required by regulation, we will supply warning labels and acknowledgement forms on request.

Registered address obligations

You are responsible for registering a valid, dispatchable civic address for every number and device capable of placing emergency calls, and for updating that address before any relocation takes effect. Addresses are validated at provisioning and can be updated at any time through the portal or the API; updates typically take effect within minutes but you should verify before relying on them. Suite, floor and room detail matters — a dispatchable location that stops at the street address will send responders to a lobby rather than a desk.

For nomadic or remote users, configure dynamic location updates where the service supports them, and require users to confirm their working location at each session start. Telecorenetwork is not liable for emergency calls routed to the incorrect public safety answering point as a result of an address you failed to register or update, to the fullest extent permitted by law.

9. Number allocation and portability

Telephone numbers are a national resource. They are allocated to you for use with the Services and are not sold; you do not acquire ownership of a number, and allocation is subject to the rules of the relevant regulator, which may require local presence, address verification, an end-user declaration or a specific usage type. Numbers used in breach of those rules may be reclaimed by the regulator or by Telecorenetwork.

We support porting numbers in and out in every market where portability exists. Porting in is included at no charge for standard geographic and toll-free ranges and is run as a parallel migration in scheduled batches. Porting out requires your account to be current, with no outstanding balance, and requires accurate account details on the losing-carrier request — most port rejections are caused by a mismatch between the requested details and the record on file. We will not obstruct a valid port-out request, and we do not charge a penalty for leaving.

Numbers unused for 180 consecutive days, or associated with a terminated account, may be reclaimed and returned to the numbering pool after notice.

10. Service levels and credits

Telecorenetwork targets 99.999% platform availability, measured monthly, with a 24/7 network operations centre and the severity-based response commitments published on our support page. Those commitments — including the P1 first-response target and the credit schedule that applies when we miss availability — are incorporated into this agreement by reference.

Service credits are the sole and exclusive remedy for failure to meet a service level. Credits are requested by opening a ticket within 30 days of the end of the affected month, are applied against future invoices rather than paid in cash, and are capped at the monthly recurring charge for the affected Service. Availability calculations exclude scheduled maintenance notified in advance, emergency maintenance, failures of your equipment or access circuits, force majeure events, and periods of suspension arising from your breach.

11. Suspension and termination

We may suspend all or part of the Services immediately where there is active fraud, a security threat to the platform or other customers, a legal or regulatory requirement, or a material breach of the acceptable use policy. We may suspend for non-payment after 10 days' written notice. Suspension does not relieve you of the obligation to pay charges accrued before and, for recurring fees, during the suspension.

Either party may terminate for material breach if the breach is not cured within 30 days of written notice, or immediately if the other party becomes insolvent, enters administration or ceases to trade. You may terminate for convenience at the end of the current term with the notice set out in section 5; early termination of a committed-term plan requires payment of the remaining committed charges.

On termination, your access to the portal and APIs ends, unused prepaid balances are forfeited unless your Order Form says otherwise, and numbers are released unless ported out first. We will retain Customer Data for 30 days after termination so you can export it, then delete it in line with our Privacy Policy and any retention obligation that survives. Port your numbers before you terminate, not after.

12. Intellectual property

Telecorenetwork retains all rights in the Services, the platform, the portal, the APIs, the documentation, our trademarks and any improvements to them. You receive a non-exclusive, non-transferable, revocable right to use the Services during the term, for your internal business purposes and, where authorised, for your own customers.

You retain all rights in Customer Data. You grant us only the licence necessary to operate the Services — to route, transmit, store, process and back up that data as this agreement and your instructions require. Feedback you give us about the Services may be used freely and without obligation, but we will not identify you as its source without permission.

13. Confidentiality

Each party may receive information the other treats as confidential, including pricing, rate decks, architecture documents, security reports, roadmaps and customer lists. The receiving party will protect it with at least the care it applies to its own confidential information, use it only to perform this agreement, and disclose it only to employees, advisers and sub-processors who need it and are bound by equivalent obligations.

These obligations do not apply to information that is public through no fault of the receiving party, was already known without restriction, is independently developed, or is lawfully received from a third party. Where disclosure is compelled by law, the receiving party will give notice where it is legally permitted to do so, so the other party can seek protective relief.

14. Warranties and disclaimers

Telecorenetwork warrants that it will provide the Services with reasonable skill and care, in accordance with the SLA, and in compliance with applicable telecommunications law in the markets where we operate. We warrant that we hold the licences and authorisations required to provide the Services in those markets.

Beyond that, the Services are provided "as is". We do not warrant that the Services will be uninterrupted or entirely error-free, that every call will connect, that call quality will be unaffected by networks outside our control, or that the Services will meet requirements we have not agreed in writing. Voice quality depends materially on your access circuits, your local network and the terminating carrier, none of which we control end to end. To the maximum extent permitted by law, all other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement, are disclaimed.

15. Limitation of liability

Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost business, lost goodwill or the cost of substitute services, even if advised that such damages were possible.

Each party's total aggregate liability arising out of or related to this agreement is limited to the total fees paid or payable by you to Telecorenetwork in the twelve months preceding the event giving rise to the claim. These limits do not apply to your obligation to pay fees, to either party's liability for fraud, wilful misconduct, death or personal injury caused by negligence, or to any liability that cannot be limited under applicable law.

Service credits under section 10 are your exclusive remedy for availability and response-time failures, and are counted towards, not in addition to, the liability cap in this section.

16. Indemnification

You will defend and indemnify Telecorenetwork against third-party claims arising from your Traffic, your content, your breach of the acceptable use policy, your failure to obtain consent required for recording or outbound campaigns, your failure to register accurate emergency addresses, or your breach of applicable law.

Telecorenetwork will defend and indemnify you against third-party claims that the Services, used as permitted, infringe a patent, copyright or trademark, and will pay damages finally awarded. If such a claim arises, we may modify the Services, obtain a licence, or terminate the affected Service and refund prepaid unused fees. Both indemnities require prompt written notice, reasonable cooperation and sole control of the defence by the indemnifying party.

17. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, epidemics, government action, labour disputes, submarine cable cuts, widespread internet or power failures, and failures of upstream carriers or infrastructure providers. The affected party will notify the other promptly, mitigate where it reasonably can, and resume performance as soon as practicable. Payment obligations for Services already delivered are not excused. If a force majeure event continues for more than 60 consecutive days, either party may terminate the affected Service without penalty.

18. Governing law and dispute resolution

This agreement is governed by the laws of the State of Texas, United States, without regard to conflict of law principles, and the United Nations Convention on Contracts for the International Sale of Goods does not apply.

Before starting formal proceedings, the parties will attempt to resolve any dispute through good-faith discussion between senior representatives for 30 days after written notice of the dispute. If that fails, disputes will be resolved by binding arbitration under the rules of a recognised arbitral institution, seated in San Antonio, Texas, before a single arbitrator, conducted in English. Either party may still seek injunctive relief in court to protect intellectual property or confidential information, and either party may bring a claim in small claims court where it qualifies. Claims must be brought individually; class and representative actions are waived to the extent permitted by law.

19. Changes to these terms

We may update these terms to reflect changes in our Services, our regulatory obligations or our operating practices. The "last updated" date at the top reflects the current version. For material changes that adversely affect you, we will give account administrators at least 30 days' notice by email and in the portal, and if you do not accept the change you may terminate the affected Service before it takes effect without early termination charges. Continued use after the effective date constitutes acceptance. Changes required by law or by a regulator may take effect on shorter notice.

20. Notices and contact

Legal notices to Telecorenetwork must be sent in writing to the address below and are effective on receipt. Notices to you are sent to the billing and technical contacts on your account and are effective when sent. Keep those contacts current — a notice sent to a departed employee's address is still a valid notice.

If any provision of this agreement is held unenforceable, the remainder continues in force and the unenforceable provision is reformed to the minimum extent necessary. Failure to enforce a right is not a waiver of it. You may not assign this agreement without our written consent, except to a successor in a merger or sale of substantially all assets. This agreement, together with any Order Form, master services agreement and data processing agreement, is the entire agreement between the parties on its subject matter.

This document is a template written for the Telecorenetwork website and is provided for informational purposes only. It is not legal advice. Have it reviewed and adapted by qualified counsel in each jurisdiction where you sell or deliver services — particularly the emergency calling, liability, arbitration and governing law provisions — before publishing it as a binding agreement.

Contracts

Need a redline, an MSA or a custom SLA?

Enterprise and wholesale customers routinely negotiate terms. Send your paper or your requirements and our legal and commercial teams will respond with a marked-up draft.

Talk to our contracts team Email legal@telecorenetwork.com

SOC 2 Type II · ISO 27001 aligned · STIR/SHAKEN · 99.999% availability target