M800 Specific Terms Conditions of UIFN, ITFS, DID and SMS

Last Updated: 30th April 2025

These Specific Terms and Conditions (“Specific T&Cs of UIFN, ITFS, DID & SMS”) shall govern the service agreement between M800 Limited (“M800”) and Customer and as part of the Agreement as defined in M800 General Terms and Conditions of Service, these Specific T&Cs of UIFN, ITFS, DID & SMS shall bind the Parties. Unless otherwise indicated or where the context otherwise requires, terms and expressions defined in the M800 General Terms and Conditions of Service shall carry the same meaning in these Specific T&Cs of UIFN, ITFS, DID & SMS. In the event of conflicting terms between these Specific T&Cs of UIFN, ITFS, DID & SMS and the M800 General Terms & Conditions, these Specific T&Cs of UIFN, ITFS, DID & SMS shall prevail.

1. Obligations

1.1 The Customer shall, at its own cost and expense:

(i) where applicable, provide the Contents to the Recipient in such format and/or via such media as M800 may require from time to time;

(ii) complete appropriate development of Customer’s System at its own costs to enable the Universal International Freephone Number Call, International Toll Free Call, Direct Inward Dialing Call and Short Message to be sent to and/or received by and/or M800’s System/Services;

(iii) provide the means through which the Sub-Customers and the Recipients of the Contents (irrespective of whether they are the intended Recipients of such Contents) can indicate to the Customer whether they wish to receive or cease receiving the Short Message(s) at any time, and the Customer shall forthwith comply with any such indication of the said Sub-Customers and Recipients;

(iv) provide such assistance as M800 may require from time to time in connection with the testing and connection of M800’s System and Customer’s System for the purpose of the provision of the Services;

(v) do all such other acts and give all reasonable assistance and support to M800 as may be required to enable M800 to perform its obligations under this Agreement;

(vi) forthwith report to M800 any system outages and downtime of Customer’s equipment or System, which may affect the service level of the Universal International Freephone Number Call, International Toll Free Call(s), Direct Inward Dialing Call(s) and Short Message(s) under this Agreement;

(vii) conduct a joint acceptance test with M800 in respect of the point of connection between M800’s System and Customer’s System;

(viii) handle all the Recipients’ complaints and enquiries in relation to the Services and provide necessary information and support to M800 if the Recipients contact M800 directly in respect of the same;

(ix) not to transmit any unsolicited Short Messages, Universal International Freephone Number Call(s), International Toll Free Call(s), Direct Inward Dialing Call(s) Contents or data to any Recipient or any person wherever situate;

(x) provide, if M800 requires, evidence that it has obtained the necessary licenses, permits, consents, authorisations and IP Rights, or complied with any analogous requirements in relation to the Customer’s use of the Services;

(xi) be responsible for all advertising and promotion of the Services during the term of the Agreement and is allowed to use the brand name(s) and/or logo(s) of M800 provided that prior written consent (which consent shall not be unreasonably withheld or delayed) of M800 has been obtained seven (7) days prior to the proposed use in respect of the setting, format, design, wordings and colors of M800’s brand name(s) and/or logo(s). The cost of such advertising and promotion shall be solely borne by the Customers. M800 reserves the final discretion for approving and terminating the use of its logo(s) and/or brand name(s) by any Customers;

(xii) purchase the requisite equipment for its Operations and bear all setup charges for technical connection purpose for the Services during the term of this Agreement; and

(xiii) be responsible to inform M800 the customer name(s) of Customer which shall use the Services upon M800’s request by filling in a specified form namely Service Authorisation Request (SAR) as provided by M800, if required by M800.

1.2 The Customer acknowledges and agrees that:

(i) Universal International Freephone Number Call(s), International Toll Free Call(s) and/or Direct Inward Dialing Call(s) shall only be successfully connected to the Recipient(s) by dialing or using the assigned UIFN or ITFS number(s) in countries and/or geographical regions as specified by M800 from time to time. M800 reserves the rights to withdraw any UIFN, ITFS and/or DID number(s) assigned and re-assign a different UIFN, ITFS and/or DID number(s) and/or user name(s)/number(s) to the Customer from time to time;

(ii) the Customer may only use the SMS service for lawful purposes and that shall observe all applicable laws in using the SMS service. In particular, the Customer shall not use the SMS service or permit the SMS service to be used:

(a) in a manner that violates any applicable law of each relevant destinations or industry guidelines and standards, or that violates, infringes or misappropriates the rights of any third party;

(b) to transmit any Short Message via M800 which contains promotional messages without express consent of Recipient; and

(c) to send spam, “junk mail” or unsolicited Short Messages or material, or to send or knowingly receive or use any Short Message or material which is obscene, offensive, abusive, harassing, misleading, fraudulent, violent, unethical, indecent, defamatory, discriminatory or menacing.

(iii) it does not and will not have any legal claim to, or proprietary interest in, a UIFN, ITFS and/or DID number(s) and/or the assigned user name(s)/number(s). Customers shall not sell, license or otherwise transfer the UIFN, ITFS and/or DID number(s);

(iv) the Customer is responsible for monitoring and controlling the use of the UIFN, ITFS and/or DID number(s) and shall be responsible for all charges incurred through the use of the UIFN, ITFS and/or DID number(s) with or without the authority, knowledge or consent of Customer;

(v) only those Universal International Freephone Number Calls, International Toll Free Call(s), Direct Inward Dialing Call(s) and/or Short Message(s) that are approved by M800 will be sent to the Recipient(s);

(vi) the Customer shall ensure and do not use the assigned UIFN, ITFS and/or DID number(s) and/or the assigned user name(s)/number(s) immediately and M800 shall have the right to withdraw the assigned UIFN, ITFS and/or DID number(s) and/or the assigned user name(s)/number(s) from being used by any person immediately from the date of termination or suspension of the Service;

(vii) M800 reserves the right to re-assign a different UIFN, ITFS and/or DID number(s) and/or user name(s)/number(s) to the Customers after the resume of Service from suspension;

(viii) Unless otherwise specified by M800, Voice Usage Fees and Service Fees for Universal International Freephone Number Calls, International Toll Free Call(s) and/or Direct Inward Dialing Call(s) shall be computed in one- (1) minute increments subject to an initial one (1) minute minimum per Voice Call, with partial minutes rounded up to the next full minute at the end of each Voice Call; and

(ix) Unless otherwise specified by M800, Service Fees and charges for Short Message(s) shall be computed per Short Message sent irrespective of whether or not the Short Message has been delivered to the intended Recipient or at all.

2. Equipment

2.1 If any equipment is to be provided by M800 to the Customer, all equipment shall remain
M800’s property at all times and the Customer will not acquire any rights or title in them.

2.2 The Customer shall not, nor permit any other person to alter, remove, add to, or otherwise interfere with the equipment or any identifying marks or numbers on the equipment.

2.3 The Customer shall:

(i) provide suitable accommodation, utility services and environmental conditions for the equipment;

(ii) use and operate all equipment in a proper manner;

(iii) keep any equipment in the Customer’s premises safe, and shall be liable to M800 for any loss or damage to the equipment;

(iv) notify M800 as soon as reasonably practicable of any damage, fault, theft or loss of the equipment; and

(v) allow M800’s employees, agents or sub-contractors to enter upon the Customer’s premises for the purposes of inspecting, repairing, maintaining and/or removing the equipment and shall provide safe access to and safe working conditions at the Customer’s premises.

2.4 In addition to the General Terms and Conditions herein, M800 may suspend or terminate this Agreement, in whole or in part, immediately upon written notice to the Customer if the Customer does not provide M800 with reasonable and safe access to the Customer’s premises as allowed under this Agreement.

2.5 Upon termination of this Agreement, the Customer shall:

(i) immediately cease to use the equipment and the Services; and

(ii) permit or procure permission for M800 to remove any of M800’s equipment from the Customer’s premises and to terminate the Services at any reasonable time.

3.The Customer shall only send Short Message(s) to the Recipient in accordance with the following conditions:

3.1 Via the assigned UIFN, ITFS and/or DID number(s) and/or the assigned user name(s)/number(s) to be provided by M800; If the Customer sends unsolicited Short Message to any Sub-Customer or any Recipient, M800 shall reserve its right to suspend the Service immediately without any prior notice to the Customer;

3.2 In the event that M800 receives complaints or any other comment from the Recipients, M800’s Contractors, Sub-Customers or any person regarding the receiving of the Short Message from the Customer or if M800 believes that the Content may breach any law or regulation, then:

(i) M800 may in its sole discretion do any or all of the following (and in any order):

(A) notify the Customer in writing of the complaint received;

(B) require the Customer to promptly respond to the complaint received;

(C) immediately block the Customer from sending any further Short Message to M800 without notice until the matter has been resolved;

(D) direct the Customer to cease sending Short Message to via M800 to any person; and

(E) charge the Customer for any damages or costs incurred and associated with handling the complaints or enquiries.

(ii) the Customer shall:

(A) investigate and satisfy itself that all Short Message(s) it transmits to any person wherever situate are not in breach of any law or regulation;

(B) respond to M800 within two (2) working days of receiving a notification from M800 sent in accordance with Clause 3.2(i)(A);

(C) comply with any direction issued by M800 pursuant to Clause 3.2(i), including by ceasing the transmission of Short Message(s) which may be in breach of any law or regulation and notifying M800 as soon as the transmission has ceased; and

(D) fully indemnify and hold M800, its directors, its employees, its duly authorized representatives and agents, harmless from and against any loss, liability, damage, expense or costs arising out of or in connection with any claims by the Sub-Customers the Recipients or any other person in respect of the receipt of the Short Message from the Customer.

4.Service Level Agreement Compensation

4.1 Compensation Plan

The compensation mechanism is applicable solely to Specific Service Availability duration, with the total duration of such incidents categorized based on Monthly Uptime Percentage.

4.2 Service Credit

Service Credits are calculated as a percentage of the monthly billed recurrent charge (excluding non-recurrent charge and usage-based charge) for UIFN, ITFS, DID and SMS service in the affected Specific Services that did not meet the Specific Services Availability SLA in that month. These Service Credits will be applied solely against future payments for UIFN, ITFS, DID and SMS service otherwise due from you. Service Credits may not be transferred or applied to any other account.

4.3 Credit Request and Payment Procedures

To receive a Service Credit, you must submit an official request to your account manager. Your request must be received by us by the end of the second billing cycle after which the incident occurred, and must include the following information:
a. Mention “UIFN, ITFS, DID and SMS service SLA Credit Request” in the subject line or content;
b. The dates, times, and affected services of each Unavailability incident that you are claiming;
c. Your company information, e.g., company name, service account.

Failure to provide the requested information will disqualify you from receiving a Service Credit. Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and M800’s sole and exclusive obligations for any unavailability, non-performance, or other failure to provide UIFN, ITFS, DID and SMS service.

4.4 Exclusion
The SLA does not apply to any unavailability, suspension, or termination of UIFN, ITFS, DID and SMS service directly or indirectly caused by factors outside our reasonable control, force majeure events, 3rd party vendor actions (proof of records from 3rd party vendor could be disclosed at our discretion), actions or inactions of you, your equipment,
software, or other technology, or arising from our suspension or termination of your right to use the applicable UIFN, ITFS, DID and SMS service in accordance with the Agreement.

4.5 Definition
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which M800’s Specific Services were in the state of Unavailability (excluding planned and unplanned maintenance).
A “Service Credit” is a credit of the same billed currency, calculated as set forth above, that we may credit back to an eligible account.
A “3rd Party Vendor” means the operator of the origin service beyond the demarcation point of M800, including any telecommunication carrier and internet service provider.
A “Specific Service” is the service mentioned in the UIFN, ITFS, DID and SMS service SLA, including VoIP and Phone call service and short messaging service.

4.6 Compensation Sample
Below are examples illustrating the compensation standard, assuming the customer reported issues and the billing amount of the month in which the incident occurred:

Example A:
If a customer’s multiple virtual numbers are unavailable due to telecommunication carrier policy changes, while other calling features are operational.
Conclusion: Not applicable for compensation due to the 3rd party vendor policy change.

Example B:
If all customer calls are unavailable for 30 minutes without prior notification by the M800 team. And the customer was charged in the month the incident occurred as follows:
Non-recurrent Charge: USD 1,000
Recurrent Charge: USD 1,000
Usage-based Charge: USD 1,000
Conclusion: Customer is eligible to request a credit for 10% of the Recurrent Charge (USD 100), which will be deducted from future charges. The calculation would be as follows: [Service Credit: 10% of Recurrent Charge (USD 1,000) = USD 100]