Product terms
A1. This schedule applies only to the numbers, branches, departments, channels and capabilities identified in the order. The order states whether the service takes messages, transfers calls or makes diary bookings. A message requesting a viewing is not a confirmed appointment.
A2. Before activation, agree the greeting, AI identification, recording/transcription notice, privacy route, lawful basis for each processing purpose, emergency handling, escalation, office hours and authorised recipients. The caller must receive appropriate privacy information when their information is collected. Calling does not itself consent to unrelated marketing.
A3. We will use only authenticated caller context from the relevant call. Callback contact details are collected only as needed for the requested interaction, and a caller’s refusal of a callback must be respected. This callback choice is separate from the lawful basis for recording or transcription.
A4. Messages, bookings and external actions must be described accurately. A viewing request is not a confirmed appointment. We will not knowingly represent an unsuccessful save or incomplete action as completed, or promise a callback where the caller has refused one.
A5. The order must state number ownership, rental and usage charges, provider contracts, caller-ID limitations when forwarding, routing responsibility and any supported port-out process. Activation requires testing the actual route, save, recipient delivery, access permissions and caller experience. Customer acceptance concerns the agreed working service, including its caller experience.
A6. Recordings, transcripts, message summaries and delivery records follow the completed retention and access annex. Links must be scoped to the correct agency and authorised user. Agree whether recordings are emailed or accessed through secure links; do not imply the contract alone makes unrestricted email attachments appropriate.
A7. Outbound marketing calls, voice biometrics, emergency services, regulated advice and additional automated decisions are excluded unless separately reviewed and expressly agreed. Transfers and bookings depend on a real tested connection. Material changes to an agreed customer service follow the agreement’s change provisions.
A8. The service has no independently promised volume or response time beyond the agreed order. Record what counts as a call, included units, failed/test/spam calls, excess rates and any provider costs before billing.