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Code of Practice

This Code of Practice has been compiled to give you, the customer, a clear statement of how we conduct our business and to describe the relationship we have with our customers. It provides a statement of the available services to business customers and also those interested in finding out more about Voxhub. It explains how we provide these services and the key support services and company policies. It describes how you can and should contact us when you need help or want to change the services you have and how we will respond. It also describes what you should do in the unlikely event that we do not meet your expectations.

What is Voxhub?

Voxhub is a hosted businesses VoIP service, provided by Served Up Limited, a privately owned limited company. We offer our own Voice over IP services to companies across all industry sectors and of all sizes.

How can I contact Voxhub?

If you wish to contact technical support you can email us at support at voxhub dot com or call 02030303150 (150 from your Voxhub phone).

If you have a general or sales enquiry call 02030303030.

If you wish to complain you can email us at complaints at voxhub dot com or call 02030303150 (150 from your Voxhub phone).

If you wish to write to us please address any post to Served Up Limited, 3 Centro, Boundary Way, Hemel Hempstead, Herts, HP2 7SU.

Our Obligations

There are numerous statutory and regulatory obligations that Voxhub are bound by. Some of these are summarised below.

Illegal Use of Services

We do not promote the use of our service for illegal purposes and we take appropriate steps to guard against our services being used for such purposes.

Promotion

We use all reasonable endeavours to ensure that our promotional material complies with all applicable legislation and non-statutory regulation, including in particular, that:-

a) If transmitted by radio, television, teletext, telephone, facsimile or any other form of communication, it observes the provisions of the ITSPA Code of Practice and the Codes of Practice published by OFCOM or any other relevant regulatory body in the manner most reasonable and appropriate to the technology employed;

b) It complies with the provisions of the British Codes of Advertising and Sales Promotion supervised by the Advertising Standards Authority.

Emergency Calls

Voxhub provides access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland.

It is important that you register the locations of your devices and keep them updated. This information should be visible to the Emergency Services so they can see what location assistance is required at. You can make changes to your location information online via your Voxhub coordinator web interface.

999 / 112 Emergency Services and your Voxhub service WILL NOT function during an electrical power or broadband provider outage, or if your Voxhub account has been suspended or terminated. It is highly recommend that you ensure that you have an alternative means of contacting the Emergency Services such as a mobile phone or a traditional, wired phone plugged into the PSTN.

Best Practice

As well as regulatory and statutory obligations, Voxhub are aligned with the ITSPA Code of Practice which aims to enhance the reputation of the internet telephony industry by promoting standards over and above those required by law and regulation.

ITSPA from time to time produce Best Practice Documents on particular industry issues. Voxhub support and adhere to these best practices including 'Number Porting between ITSPA Members' and 'Blocking and Filtering of Internet Traffic'.

Service Reliability Advice

Voxhub has some useful features (phone portability, rapid number forwarding, remote working) that can give it business continuity advantage over traditional telecoms, but to avoid misunderstanding we make the following important statement:

"This is a Voice over Data Network service, and as such, it is dependent on your connection to the data network and the data network itself. Your service may therefore cease to function if there is a power failure or a failure in the underlying data network."

We therefore recommend that power backup or redundant connectivity solutions are considered, we are happy to discuss these issues with customers.

Caller ID

The Voxhub service validates caller IDs so that only legitimate and authorised numbers can be used by our customers in order to prevent fraud and spam.

Trade Bodies

Voxhub is a member of ITSPA the Internet Telephony Service Providers' Association. As a member Voxhub subscribes to the ITSPA Code of Practice (http://www.itspa.org.uk/code.shtml) as well as current legislative and regulatory requirements. ITSPA can be contacted at: ITSPA, 111 Buckingham Palace Road, London, SW1W 0SR or via their website http://www.itspa.org.uk/

Alternative Dispute Resolution

Full details of Voxhub's Customer Complaints Code can be found at http://www.voxhub.com/voip/pages/complaints.jsp

Ombudsman Services (OS) are Voxhub's nominated Alternative Dispute Resolution service and customers may contact Ombudsman Services directly at: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU or via their website: https://www.ombudsman-services.org/contact-us-communications.html

Regulator

As a Communications Provider, Voxhub is regulated by OFCOM. OFCOM can be contacted at: Ofcom, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA or via their website at http://www.ofcom.org.uk.

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