These Terms of Service constitute the agreement (“Agreement”) between Aura Alliance Limited (“we,” “us” or “AAL”) and the user (“you,” “user”, “Customer” or “Subscriber”) of Aura’s business services (“Service”).

BY ACTIVATING OR USING THE SERVICE, YOU REPRESENT THAT YOU ARE OF LEGAL AGE TO ENTER INTO THIS AGREEMENT AND THAT YOU HAVE READ, UNDERSTAND AND FULLY ACCEPT THE TERMS AND CONDITIONS OF THIS AGREEMENT.

1. SERVICE

1.1. Acceptance of Order

1.1.1 Customer agrees by submitting an order on the Aura Connect Platform https://connect.weareaura.com/UI/register, the Terms of Service, Rates and Call Charges have been read and agreed upon,   This will create a creates an unconditional, binding contract between AAL and the Customer for the purposes of any signed Agreements.

1.1.2 The Rates and Charges are subject to change.  AAL will provide notice of any changes to Rates and Call Charges via email 15 days before the change takes effect.

1.1.3  AAL accept the order upon receipt of a submitted order and the services will be activated.

1.2 Term. Service is offered on a monthly or multi-month basis as is determined in your order form via https://connect.weareaura.com/UI/register. The term begins on the date that AAL activates your Service and ends on the day before the anniversary date of your Term. Subsequent terms of this Agreement automatically renew on a monthly basis unless you give us written notice of non-renewal at least forty-Five (45) days before the end of the monthly term in which the notice is given. You are purchasing the Service for full monthly terms, meaning that if you attempt to terminate Service prior to the end of a monthly term, you will be responsible for the full month’s charges to the end of the then-current term, including, without limitation, unbilled charges, plus a termination fee, if applicable, all of which will immediately become due and payable. You will also be responsible for the next full month’s charges in the event that you do not provide the requisite Forty-Five days’ notice of termination prior to the expiration of the then-current term. Expiration of the term or termination of Service will not excuse you from paying all accrued and unpaid charges due under this Agreement.

1.2. Use of Service; Equipment. You shall not resell or transfer the Service to another party without our prior written consent. You are prohibited from using the Service for auto-dialing, continuous or extensive call forwarding, telemarketing (including, without limitation, charitable or political solicitation or polling), fax or voicemail broadcasting or fax or voicemail blasting. We reserve the right to immediately terminate or modify your Service if we determine, in our sole and absolute discretion, that you have at any time used the Service for any of the aforementioned or similar activities. You are responsible for supplying, operating and supporting the equipment for use with the Service.

1.3. Prohibited Uses.
(a) Unlawful. You shall use the Service only for lawful purposes. We reserve the right to immediately terminate your Service if, in our sole and absolute discretion, we determine that you have used the Service for an unlawful purpose. In the event of such termination, you will be responsible for the full month’s charges to the end of the current term, including, without limitation, unbilled charges, plus a termination fee, if applicable, all of which will become immediately due and payable upon termination of your Service. If we believe that you have used the Service for an unlawful purpose, we may forward the relevant communication and other information, including your identity, to the appropriate authorities for investigation and prosecution. You hereby consent to our forwarding of any such communications and information to these authorities. In addition, AAL will provide information in response to law enforcement requests, subpoenas, court orders, to protect its rights and property and in the case where failure to disclose the information may lead to imminent harm to the customer or others.
(b) Inappropriate Conduct. You shall not use the Service in any way that is threatening, abusive, harassing, defamatory, libellous, deceptive, fraudulent, invasive of another’s privacy, or any similar behaviour. We reserve the right to immediately terminate your Service if, in our sole and absolute discretion, we determine that you have used the Service in any of the aforementioned ways. In the event of such termination, you will be responsible for the full month’s charges to the end of the current term, including, without limitation, unbilled charges, plus a termination fee, if applicable, all of which will become immediately due and payable upon termination of your Service. If we believe that you have used the Service in any of the aforementioned ways, we may forward the relevant communication and other information, including your identity, to the appropriate authorities for investigation and prosecution. You hereby consent to our forwarding of any such communications and information to these authorities. In addition, AAL will provide information in response to law enforcement requests, subpoenas, court orders, to protect its rights and property and in the case where failure to disclose the information may lead to imminent harm to the customer or others.

1.4. Use of Service by Customers Outside the United States. Although we encourage you to use of the Service to place calls to foreign countries from within the United States, we do not presently offer or support the Service in any countries other than the United States and Canada. If you use the Service outside of the United States or Canada, you will be solely responsible for any violations of local laws and regulations resulting from such use. We reserve the right to terminate your Service immediately if we determine, in our sole and absolute discretion, that you have used the Service outside of the United States or Canada.

1.5. Copyright; Trademark; Firmware or Software.
(a) Copyright; Trademark. The Service and any firmware or software used to provide the Service or provided to you in conjunction with providing the Service, and all Services, information, documents and materials on our websites are protected by trademark, copyright or other intellectual property laws and international treaty provisions. All of our websites, corporate names, service marks, trademarks, trade names, logos and domain names (collectively “marks”) are and will at all times remain our exclusive property. Nothing in this Agreement grants you the right or license to use any of our marks.
(b) Firmware or Software. You have not been granted any license to use the firmware or software used to provide the Service or provided to you in conjunction with providing the Service, other than a nontransferable, revocable license to use such firmware or software in object code form (without making any modification thereto) strictly in accordance with the terms and conditions of this Agreement. We reserve the right to prohibit the use of any interface device that we have not provided to you. You hereby represent and warrant that you possess all required rights, including software and/or firmware licenses, to use any interface device that we have not provided to you. In addition, you shall indemnify and hold us harmless against any and all liability arising out of your use of such interface device with the Service. You shall not reverse compile, disassemble or reverse engineer or otherwise attempt to derive the source code from the binary code of the firmware or software.

1.6. Theft of Service. You shall notify us immediately, in writing or by calling our customer support line, if you become aware at any time that your Service is being stolen, fraudulently used or otherwise being used in an unauthorized manner. When you call or write, you must provide your account number and a detailed description of the circumstances of the unauthorized use of Service. Failure to do so in a timely manner may result in the termination of your Service and additional charges to you. Until such time as we receive notice of the theft, fraudulent use or unauthorized use, you will be liable for all stolen, fraudulent or unauthorized use of the Service.

1.7. Number Transfer on Service Termination. Upon the termination of your Service, we may, in our sole and absolute discretion, release to your new service provider the telephone number that you ported (transferred or moved over) to us from your previous service provider and used in connection with your Service if:

1.7.1. such new service provider is able to accept such number;

* your account has been properly terminated;
* your account is completely current, including payment for all charges and applicable termination fees; and
* you request the transfer upon terminating your account.

1.8. Service Distinctions. The Service is not a telecommunications service and we provide it on a best efforts basis. Important distinctions exist between telecommunications service and the Service offering that we provide. The Service is subject to different regulatory treatment than telecommunications service. This treatment may limit or otherwise affect your rights of redress before regulatory agencies.

1.9. No 0+ or Operator Assisted Calling; May Not Support x11 Calling. The Service does not support 0+ or operator assisted calling (including, without limitation, collect calls, third party billing calls or calling card calls). The Service may not support 311, 511 and/or other x11 (other than certain specified dialing such as 911 and 411, which are provided for elsewhere in this Agreement) services in one or more (or all) service areas.

1.10. Directory Listing. The phone numbers you obtain from us will not be listed in any telephone directories automatically . Phone numbers transferred from your local phone company may, however, be listed. As a result, someone with your phone number may not be able to utilize a reverse directory to lookup your address. If you would like to have your numbers listed within the National Directory Listing Service a onetime service fee of $15.00 will be charged to your account.

1.11. Incompatibility With Other Services.
(a) Security Systems. The Service may not be compatible with security systems. You may be required to maintain a telephone connection through your local exchange carrier in order to use any alarm monitoring functions for any security system installed in your home or business. You are responsible for contacting the alarm monitoring company to test the compatibility of any alarm monitoring or security system with the Service.
(b) Certain Broadband and Cable Modem Services. You acknowledge that the Service presently may not be compatible with some broadband services . You further acknowledge that some providers of broadband service may provide modems that prevent the transmission of communications using the Service. We do not warrant that the Services will be compatible with all broadband services and expressly disclaim any express or implied warranties regarding the compatibility of the Service with any particular broadband service.

2. CHARGES; PAYMENTS; TAXES; TERMINATION

2.1. Billing and payment terms. When the service is activated, AAL will issue an invoice monthly in advance, which include all charges, applicable taxes and surcharges .(except for usage-based charges, which will be billed monthly in arrears, and any other charges which we decide to bill in arrears) including but not limited to:

* activation fees;
* monthly Service fees;
* international usage charges;
* advanced feature charges;
* equipment purchases;
* termination fees; and
* support fees.

Invoices are due and payable within xx days of the invoice date.

2.2. The amount of such fees and charges shall be published on our website and may change from time to time. Notification of monthly invoices will be sent to you via your email address on file with us. We reserve the right to bill at more frequent intervals if the amount you owe to us at any time exceeds $250. Any usage charges will be billed in increments that are rounded up to the nearest minute except as otherwise set forth in the rate schedules found on our website.

2.3. Billing Disputes. You must notify us in writing within seven days after receiving your invoice if you dispute any AAL charges on that statement or you will be deemed to have waived any right to contest such charges. All notices of disputed charges should be sent to accounts@weareaura.com.

2.4. Payment and Collection.
In the event that you fail to pay any undisputed Fees within 10 days of due date, we may suspend the provision of the Services. During this 10 day period an administration charge of 1% may be applied.

Where applicable, you must pay, in addition to the Fees, any taxes levied or imposed upon us as a result of the Contract except for taxes based on AAL net income. Unless otherwise expressly stated, all prices or other sums payable or Fees to be provided under or in accordance with the Contract are exclusive of tax.

During the Term we may increase the Fees on 30 days written notice to you following any increase in the costs of providing the Services as result of any change or increase in costs passed on to us by any third party service providers

If we increase the Fees in accordance with clause 5.5, you may terminate the Contract upon written notice to us, provided your notice is received by us within 30 days of the date of our increased Fees notice to you.

2.6. Taxes. You are responsible for all applicable federal, state, provincial, municipal, local or other governmental sales, use, excise, value-added, personal property, public utility or other taxes, fees or charges now in force or enacted in the future, that arise from or as a result of your subscription or use or payment for the Service. Such amounts are in addition to payment for the Service and will be billed to your credit card as set forth in this Agreement. If you are exempt from payment of such taxes, you must provide us with an original certificate that satisfies applicable legal requirements attesting to tax-exempt status. Tax exemption will only apply from and after the date we receive such certificate.

2.7. Termination Fee. We require all phone numbers to remain on our network for at least 1 month before they can be ported out. You may be charged a termination fee of $19.99 per standard phone number and at our sole and absolute discretion, up to $500.00 per vanity number if your service is terminated for any reason during the Term following the activation of your Service.

2.8. Payphone Charges. If you use our “Toll Free” feature or any toll free feature that we offer in the future, we will be entitled to recover from you any charges imposed on us either directly or indirectly in connection with toll free calls made to your number. We may recover these amounts by means of a per-call charge, rounded up to the next cent, or in such other fashion as we deem appropriate for the recovery of these costs.

2.9. Charges for Directory Calls (411). We will charge you $1.20 for each call made to AAL directory assistance.

3. LIMITATION OF LIABILITY; INDEMNIFICATION; WARRANTIES; INTELLECTUAL PROPERTY

3.1. Limitation of Liability. We will not be liable for any delay or failure to provide the Service, including 911 Dialling, at any time or from time to time, or any interruption or degradation of voice quality that is caused by any of the following:

* an act or omission of an underlying carrier, service provider, vendor or other third party;
* equipment, network or facility failure;
* equipment, network or facility upgrade or modification;
* force majeure events such as (but not limited to) acts of God, acts of nature, strikes, fire, war, riot, acts of terrorism and government actions;
* equipment, network or facility shortage;
* equipment or facility relocation;
* service, equipment, network or facility failure caused by the loss of power to you;
* outage of, or blocking of ports by, your ISP or broadband service provider or other impediment to usage of the Service caused by any third party;
* any act or omission by you or any person using the Service or Device provided to you; or
* any other cause that is beyond our control, including, without limitation, a failure of or defect in any Device, the failure of an incoming or outgoing communication, the inability of communications (including, without limitation, 911 Dialing) to be connected or completed, or forwarded.

3.2. Our aggregate liability under this agreement will in no event exceed the Service charges with respect to the affected time period.

3.3. Disclaimer of Liability for Damages. IN NO EVENT WILL AAL, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS OR ANY OTHER SERVICE PROVIDER WHO FURNISHES SERVICES TO YOU IN CONNECTION THE SERVICE BE LIABLE FOR ANY DIRECT, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES, OR FOR ANY OTHER DAMAGES, INCLUDING BUT NOT LIMITED TO PERSONAL INJURY, WRONGFUL DEATH, PROPERTY DAMAGE, LOSS OF DATA, LOSS OF REVENUE OR PROFITS, OR DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE SERVICE, INCLUDING INABILITY TO ACCESS EMERGENCY SERVICE PERSONNEL THROUGH THE 911 DIALING SERVICE OR TO OBTAIN EMERGENCY HELP. THE LIMITATIONS SET FORTH HEREIN APPLY TO CLAIMS FOUNDED IN BREACH OF CONTRACT, BREACH OF WARRANTY, PRODUCT LIABILITY, TORT AND ANY AND ALL OTHER THEORIES OF LIABILITY AND APPLY WHETHER OR NOT WE WERE INFORMED OF THE LIKELIHOOD OF ANY PARTICULAR TYPE OF DAMAGES.

3.4. Indemnification and Survival.
(a) Indemnification. You shall defend, indemnify, and hold harmless AAL, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection with the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, attorney’s fees) by, or on behalf of, you or any third party or user of the Service, relating to the Services, including, without limitation, 911 Dialing .
(b) Survival. The provisions of this Agreement that by their sense and context are intended to survive the termination or expiration of this Agreement shall survive.

3.5. No Warranties on Service. WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS OF THE SERVICE OR DEVICE FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT OR ANY WARRANTY ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE OR ANY WARRANTY THAT THE SERVICE WILL MEET CUSTOMER’S REQUIREMENTS. WITHOUT LIMITING THE FOREGOING, WE DO NOT WARRANT THAT THE SERVICE OR DEVICE WILL BE WITHOUT FAILURE, DELAY, INTERRUPTION, ERROR, DEGRADATION OF VOICE QUALITY OR LOSS OF CONTENT, DATA OR INFORMATION. NEITHER AAL NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS, OR ANY OTHER SERVICE PROVIDER OR VENDOR WHO FURNISHES SERVICES DEVICES, OR PRODUCTS TO CUSTOMER IN CONNECTION WITH THE SERVICE, WILL BE LIABLE FOR UNAUTHORIZED ACCESS TO OUR OR YOUR TRANSMISSION FACILITIES OR PREMISES EQUIPMENT OR FOR UNAUTHORIZED ACCESS TO, OR ALTERATION, THEFT OR DESTRUCTION OF, CUSTOMER’S DATA FILES, PROGRAMS, PROCEDURES OR INFORMATION THROUGH ACCIDENT, FRAUDULENT MEANS OR DEVICES OR ANY OTHER METHOD, REGARDLESS OF WHETHER SUCH DAMAGE OCCURS AS A RESULT OF AAL’S OR ITS SERVICE PROVIDER’S OR VENDORS’ NEGLIGENCE. STATEMENTS AND DESCRIPTIONS CONCERNING THE SERVICE OR DEVICE, IF ANY, BY AAL OR AAL’S AGENTS OR INSTALLERS ARE INFORMATIONAL AND ARE NOT GIVEN AS A WARRANTY OF ANY KIND.

3.6. No Third Party Beneficiaries. No provision of this Agreement provides any person or entity not a party to this Agreement with any remedy, claim, liability, reimbursement, or cause of action or creates any other third party beneficiary rights.

3.7. Content. You will be liable for any and all liability that may arise out of the content transmitted by you or to any person, whether authorized or unauthorized, using your Service or Device (each such person, a “User”). You shall assure that your and your User’s use of the Service and content comply at all times with all applicable laws, regulations and written and electronic instructions for use. We reserve the right to terminate or suspend your Services and remove your or your Users’ content from the Service, if we determine, in our sole and absolute discretion, that such use or content does not conform with the requirements set forth in this Agreement or interferes with our ability to provide Services to you or others. Our action or inaction under this Section will not constitute any review or approval of your or Users’ use or content.

3.8. Recording Conversations. AAL may provide a function that allows a user or Subscriber to record individual telephone conversations. The laws regarding the notice and notification requirements of such recorded conversations vary by state to state. Subscriber is solely responsible for applying the local laws in the relevant jurisdiction when using this feature.

3.9 Both parties shall indemnify and hold the both parties harmless from all claims and all direct, indirect or consequential liabilities (including loss of profits, loss of business, depletion of goodwill and similar losses), costs, proceedings, damages and expenses (including legal and other professional fees and expenses) awarded against, or incurred, suffered or paid by, the Customer as a result of or in connection with any alleged or actual infringement of any third party’s Intellectual Property Rights in the Software (“IPR Claim”).

The Customer shall:

(a)            promptly notify AAL in writing of any IPR Claim;

(b)           allow AAL to conduct all negotiations and proceedings and provide AAL with such reasonable assistance as is required by AAL regarding the IPR Claim; and

(c)            not, without prior consultation with AAL, make any admission relating to the IPR Claim or attempt to settle it.

4. SERVICE LEVEL AGREEMENT

AAL may, if necessary, temporarily limit or suspend immediately the Service without liability if reasonably necessary to prevent any harm to AAL and its business, to any downstream service provider or to you. AAL will provide written notice of such limitation or suspension to you either in advance if possible, or if advance notice is not possible, then as soon as practicable upon imposing such limitation or suspension depending on the nature of the emergency and the repairs required. You shall follow all reasonable instructions provided by AAL for the purpose of mitigating the effects of such emergency, provided, however, that in no event shall you Users be required to incur additional expenses in connection therewith. Any such suspension or limitation shall be limited to the time period in which AAL is performing emergency repair activities and full services shall be restored as soon as possible.

5. CUSTOMER OBLIGATIONS

5.1 The Customer agrees to do each of the following:

(a)            comply with applicable Law;

(b)           provide AAL with appropriate access to the site including to your facilities, equipment, personnel, and content as is necessary to allow us to perform the Services;

(c)            pay the Fees when due

• use reasonable security precautions in light of your use of the Services;

• co-operate with our reasonable investigations of outages, security problems and any suspected breach of the Contract;
• keep the contact and other account information that we hold about you up to date;
• immediately notify us of any unauthorised use of your account or any other breach of security;
• not interfere or attempt to interfere in any manner with the functionality or proper working of the Services;
• not use or attempt to use the Services for any activity which breaches any Law, order, regulation or industry code of practice;
• not distribute, store, or publish any content or material that is restricted, illegal or otherwise unlawful under any applicable Law, or which is likely to be offensive or obscene to a reasonable person;
• not distribute tools designed for compromising security including, but not limited to, password guessing programs, cracking tools, packet sniffers or network probing tools; or
• not knowingly transmit or disseminate any content or material or software which contains a virus or other harmful programs or features.
  • The Customer acknowledges that you bear sole responsibility for adequate security, protection and back up of your data in the Cloud. We do not guarantee or warrant that any data you may store or access through the Services will not be subject to inadvertent damage, corruption or loss.
  • You will, at your own expense, prepare the Site in accordance with any specifications for the Site and within the timing set out in an Order. Further you warrant that the Site complies with all Laws including all occupational health and safety regulations and laws.
  • Customer responsibility and obligations of Use
• The Customer is responsible for keeping secure the means of access to the Service to ensure that unauthorised access (including toll fraud) does not occur. The Customer must notify AAL immediately if it becomes aware of any actual or attempted unauthorised use of the Service or breach of security.
• AAL is not responsible for any use of the Service (including the content of communications) by the

Customer, a User or any other person and will not be liable for any loss, cost, damage, liability or Claim arising from use of the Service.

• The Customer must comply with the reasonable directions of AAL and all directions of any regulator in connection with use of the Service.
• The Customer must provide AAL all information and assistance reasonably required to enable supply of the Service and compliance with any request or direction of a government or regulatory authority, emergency services organisation or law enforcement agency.
• The Customer must use the Service only for lawful purposes and activities and must comply with all applicable laws, regulations and industry codes of practice in connection with its use of the Services.
• The Customer must not use the Service in any manner which could cause the Customer, a User or AAL to violate a law, regulation or industry code, commit an offence, endanger any person, damage any property, infringe a person’s rights (including Intellectual Property Rights), or which could give rise to AAL  incurring a liability of any kind.
• The Customer must not use the Services to transmit, communicate, access or publish any material which is unlawful, offensive, indecent, defamatory, abusive, menacing or harassing, material which is unsolicited and material known to contain a virus or similar.
• The Customer must not knowingly do anything or use the Service in any manner which may compromise the security or safety of, or which might damage, interrupt or interfere with the operation of the Services, the AAL Network, AAL  Equipment or any other computer, system, network or services, including hack or otherwise obtain unauthorised access to any of them.
• The services provided are delivered in accordance with our Fair Use Policy. Any breach of this Fair Use policy may result in service disruption or disconnection and fees charged at the sole discretion of AAL .

5.5  Customer responsibility and obligations related to Users

1. The Customer must take reasonable steps to ensure that all Users comply with the Customer’s obligations

under clauses 7.4 (e), (f) and (g).

1. The Customer is solely responsible for billing Users for services provided using the Services, for collecting payments from them, for providing support services to them and for all dealings with them in respect of the Service, including receiving, handling and resolving all of their inquiries, fault reports and complaints and defending any claims from them.
2. The Customer must inform Users that the Customer’s supplier has the rights set out in clauses 7.6.
3. The Customer must obtain any authorisations and consents from Users and others as required in connection with the Customer providing services to Users.

5.5  AAL  Rights

1. If, in AAL ’s reasonable opinion, the Customer or a User is not complying with its obligations under clause 7,  without incurring liability to the Customer or a User, AAL  may take any steps necessary to ensure AAL ’s compliance with law, industry code of practice, court order, or notification or direction from a government or regulatory authority and take such action as AAL  deems necessary
2. AAL may intercept communications and provide call related information to government or regulatory authorities or law enforcement agencies, to the extent required by law to do so, and may (but is not obliged to) monitor the  usage of the Service and communications sent over it for compliance with this Agreement and to protect the AAL  Network and its other users.
3. AAL may scan Customer Equipment and test the security of the Service, in order to assist the Customer to keep the Service secure from unauthorised access, but AAL  is not obliged to carry out such scan or test.

6. MISCELLANEOUS

6.1. This Agreement and each Contract shall be governed by and construed in accordance with the laws of England. Each Party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England.

6.2. No Waiver of Rights. Our failure to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision.

6.3. Entire Agreement. This Agreement, including any future modifications as may occur within the terms of the Agreement, and the rates for Services found on our website constitute the entire agreement between you and AAL and govern the use of the Service by you, members of your business, employees and guests. This Agreement supersedes any prior agreements between you and AAL and any and all prior or contemporaneous statements, understandings, writings, commitments, or representations concerning its subject matter.

6.4. Severability. If any part of this Agreement is legally declared invalid or unenforceable, all other parts of this Agreement will remain valid and enforceable. Such invalidity or non-enforceability will not invalidate or render unenforceable any other portion of this Agreement.

7. FUTURE CHANGES TO THIS AGREEMENT

6.1. We may change the terms and conditions of this Agreement from time to time. Notices will be considered given and effective on the date posted on https://weareaura.com/resources/legal/aura-connect-legal-terms/. AAL will make best efforts to notify Customers in advance via email regarding changes to the terms and conditions of this Agreement. Such changes will become binding on you on the date they are posted to our website and no further notice by us is required upon your continued use of the Service. The Agreement as and when posted supersedes all previously agreed to electronic and written terms of service.

8. PRIVACY

7.1. The Service utilizes, in whole or in part, the public Internet and third party networks to transmit voice and other communications. AAL is not liable for any lack of privacy which may be experienced with regard to the Service. Please refer to our website at https://weareaura.com/resources/legal/aura-connect-legal-terms/ for additional Privacy Policy information.

END OF TERMS OF AURA SERVICE AGREEMENT

PLEASE READ THIS NOTICE CAREFULLY.

AS A USER OF AURA ALLIANCE LIMITED (“AAL”) SESSION INITIATION PROTOCOL (“SIP”) BASED VOICE OVER INTERNET PROTOCOL (“VOIP”) SERVICES, YOU ARE REQUIRED TO AGREE THAT YOU HAVE READ AND UNDERSTOOD THE LIMITATIONS ASSOCIATED WITH THE 911 AND E-911 EMERGENCY SERVICES AVAILABLE THROUGH THE AAL CALLING SERVICES.  

IF YOU DO NOT AGREE, YOU ARE NOT AUTHORIZED TO USE ANY AAL CALLING SERVICES.

Definitions — Terms capitalized when used within this document have the following meanings: 

“911 Services” means functionality that allows end users to contact emergency services by dialing the digits 9-1-1.

“Enhanced 911 Service” or “E911” means the ability to route an emergency call to the designated entity authorized to receive such calls, which in many cases is a Public Safety Answering Point (“PSAP”), serving the Customer’s registered or user-provided address and to deliver the user’s telephone number and registered address information automatically to the emergency operator answering the call.

“Basic 911 Service” means the ability to route an emergency call to the designated entity authorized to receive such calls serving the Customer’s registered or user-provided address.  With basic 911, the emergency operator answering the phone will not have access to the caller’s telephone number or address information unless the caller provides such information verbally during the emergency call.

With Enhanced 911 Service (“E911”), when a caller from your registered location dials the digits 9-1-1 from any AAL offered calling service that is associated with a phone number and a properly registered address, the phone number and address are automatically presented to the local emergency center serving the location.  Emergency operators will have access to this information regardless of whether the caller is able to verbally provide such information.

With Basic 911 Service, when a caller from your registered location dials the digits 9-1-1, the call is sent to the local emergency center serving that location. Operators answering the call will not have automatic access to the caller’s call-back telephone number or the associated registered address, even if that address has been properly registered, because with Basic 911 Service the emergency center is not equipped to receive, capture or retain the telephone number associated with the AAL calling service or the registered address.  Accordingly, callers must be prepared to provide both call-back and address information.  If the call is dropped or disconnected, or if the caller is unable to speak, the emergency operator answering the call will not be able to call the caller back or dispatch help to the caller’s address if call-back and address information has not been provided by the caller.

EMERGENCY SERVICE DISCLOSURE APPLICABLE TO ALL CALLING SERVICES OFFERED BY AAL:

The limitations detailed below are applicable to all of AAL’s calling services (which include but are by no means limited to: Phonebooth OnDemand, SIP Trunking, SIP Origination/Termination, Boxset, FreePBX/SipStation, and Hosted IP-PBX).  Customer agrees to inform all users of AAL’s calling services of the potential complications arising from the delivery of emergency services when dialing 911.  Specifically, Customer acknowledges and agrees to inform all employees, guests and other third persons who may use AAL’s VoIP calling services of the limitations detailed below associated with all of AAL’s emergency calling capabilities.

1. All of AAL’s Calling Services Have 911 Capabilities that are Different Than Those Offered by Traditional Providers of Local Telephone Services: Customer acknowledges and agrees that all of AAL’s calling services are Internet based and that the 911 calling capabilities associated with all of AAL’s calling services are different from those offered by traditional providers of local telephone services.  AAL’s VoIP calling services are not meant to be relied upon in the case of an emergency.  While AAL attempts to provide access to emergency service, these VoIP services are not intended to be used to support or to carry emergency calls to any type of hospitals, law enforcement agencies, medical care units or any other kind of emergency services.  YOU SHOULD MAINTAIN AN ALTERNATIVE MEANS OF CALLING EMERGENCY SERVICES.
2. 911 Service Will NOT Work If You Experience A Power Outage, Service Outage or any other network disruption: Outages of your electricity and problems with your connection, including network congestion, will disrupt any AAL calling service and you will not be able to use it for 911 emergency callin
3. 911 Service Will NOT Work If Your Service Is Disconnected Or You Experience An Outage For Any Reason: If you have a service outage due to a suspension of your account due to billing issues or for any other reason, you will not be able to use any AAL calling services for any calls, including for emergency 911 calls.
4. You May Not Be Able to Reach the Correct Emergency Services If You Have A Telephone Number That Does Not Match Your Actual Geographic Location: VoIP services are technically capable of being used in locations that are not associated with the traditional geographic area of a telephone number.  These capababilities can cause 911 problems however.  All 911 capabilities will only be available in the location that you have associated with the particular AAL assigned direct-inward-dial (“DID”) telephone number assigned to the Customer.  For Basic 911 Services or E911 to be accurately routed to the appropriate emergency call center, the Customer must provide accurate DID telephone numbers as the call-back telephone number for all 911 calls and accurate address information.  Additionally, if you are using the service in a location that uses a different area code than the  area code in the number you are using with your VoIP service, when you dial 911 you may not be able to reach any emergency personnel.  Even if you do reach emergency personnel, your call may not reach the emergency personnel near your actual physical location and the emergency personnel may not be able to transfer your call or respond to your emergency.
5. You May Not Be Able To Reach the Correct Emergency Service Center If You Fail to Register A Valid Service Address: Failure to provide a correct physical address in the correct format may cause all Basic 911 Service or E911 calls to be routed to the incorrect local emergency service provider.  Furthermore, use of any AAL calling service from a location other than the location to which such service was ordered, i.e., the “primary registered address,” may result in Basic or Enhanced 911 calls being routed to the incorrect local emergency service provider.
6. You May Not Be Able to Reach the Correct Emergency Services If You Move Your Phone to a Location Different From the Address You Initially Registered: It is important that you register accurate location information every time you move the equipment associated with your AAL calling service.  If you move your AAL equipment to another location without reregistering, when you dial 911, you may not be able to reach any emergency personnel.  Even if you do reach emergency personnel, if you have not provided valid location information you will not be calling the emergency personnel near your actual location and this emergency personnel may not be able to transfer your call or respond to your emergency.
7. You May Not Be Able to Reach the Correct Emergency Services If You Fail to Accurately Register or Reregister Your New Location Or Call 911 Within 48 Hours of Updating Your Location: It is important that you register an accurate location when you initiate your service and every time you move the equipment associated with your AAL VoIP calling service.  When you change your location, it may take up to 48 hours for your location change to be reflected in our records.  During that time, you may not be able to reach may not be able to reach the correct emergency services center or any emergency service provider by dialing 911.
8. AAL VoIP Calling Services Allow One Emergency Service Address to be Associated with Each Telephone Number: Certain AAL VoIP calling services do not have a telephone number associated with them but allow for placing and receiving calls.  For example, AAL offers a “softphone client” service.  Customers may choose to buy calling services from AAL that have a telephone number but then use the softphone client to allow multiple users to place and receive calls using one telephone number.  Customers must use the softphone client and the AAL VoIP calling service that has a telephone number associated with it from the same location.  Using a service that does not have a telephone number in a remote location will result in the wrong address information being sent in the event of placing an emergency call by dialing 911.  The emergency call operator may not be able to transfer the call to appropriate emergency call operators.  In the event that Customer intends to use AAL VoIP calling services in multiple locations, at least one telephone number will be required for each location.  You acknowledge and agree to this limitation and agree that you will obtain at least one telephone number for each location associated with the AAL calling service.

AAL UNDERSTANDS THAT YOU HAVE READ AND UNDERSTAND THE LIMITATIONS ASSOCIATED WITH THE 911 AND E-911 EMERGENCY

SERVICES AVAILABLE THROUGH THE AAL CALLING SERVICES.  

Any obligations that may be imposed by federal and state law on operators of private branch exchange or multiline telephone systems are obligations imposed on you, the Customer, and not on AAL. AAL’s calling services will only be used for business, non-residential purposes in an environment that requires either multiple lines or extensions and if this situation ever changes you will discontinue the use of AAL’s calling services.  

Aura Alliance Limited, directly or via its affiliates and/or subsidiaries (“AAL or “we”) provides complete communications solutions – including IP voice (VoIP), hosted VoIP, data and managed network services – powered by our IP voice network and supported by our partner, customer service.  To learn more about AAL, please see “How can you contact us?” below.

We make the security and confidentiality of the personal information that you provide to us a high priority.  We understand the trust that you give us when you provide information to us.

Please read our Privacy Policy carefully before you submit your personal information to our Web site.  By visiting our Web site, including but not limited to Aura Alliance website you accept our Privacy Policy.

AAL may update this Privacy Policy in the future. We will notify our customers about material changes to this Privacy Policy by either sending a notice to the email address you provide to us or by placing a prominent notice on our Web site.

What Information Do We Collect From You?

General

We receive and store any information you enter on our Web site or give to us any other way.  This includes information that identifies you (“personal information”), including your first and last name, telephone number, postal and email addresses, user name(s) and password(s), if applicable.  We also may request information about your communications needs and preferences.  You can choose not to provide information, but we may require some information about you to use our Web site as intended.  We also may require some personal information to answer your questions or conduct other transactions on our Web site.

Automatic Information

We automatically collect some information about your computer when you visit our Web site.  For example, we collect session data, including your IP address, Web browser software, and referring Web site.  We also may collect information about your online activity, such as content viewed and pages visited.  We collect this automatic information to help us understand the interests of our customers and visitors and customize your user experience, among other things.

Cookies, Other Web Technologies

Cookies are small data text files that, if your Web browser permits, can be stored on your computer’s hard drive.  AuraAlliance.com and its Web site use cookies:

• To help us recognize your Web browser as a previous visitor and save and remember any preferences set while your Web browser visited our Web site.  For example, if you register on our Web site, we may use cookies to remember your registration information so you do not need to log into our Web site each time you visit.  We also may save your password in a cookie, if you checked the box entitled “Save this password for automatic sign-in” (or other similar words).   Please note that we encrypt for security purposes customer IDs, passwords, and any other account-related data included in cookies.
• To help us customize the content, Web site experience, and advertisements provided to you on our Web site and on other Web site across the Internet.  For example, when you access a web page, a cookie automatically recognizes your Web browser as you navigate on the Internet and presents you with information and advertising based on your apparent interests.
• To help measure and research the effectiveness of the features, offerings, advertisements, and email communications (by determining which emails you open and act upon) of our Web site.

The Help portion of the toolbar on most Web browsers will tell you how to prevent your Web browser from accepting new cookies, have the Web browser notify you when you receive a new cookie, or disable most cookies.  However, you may not be able to access some tools and features offered on our Web site if you refuse to accept cookies.

Our Web site also may use Web beacons (also known as clear gifs, pixel tags or Web bugs).  These Web beacons are tiny graphics with a unique identifier, similar in function to cookies, that we place in the code of a Web page.  Web beacons allow us to monitor the traffic patterns of users from one page within our Web site to another, deliver or communicate with cookies, understand whether you have come to our Web site from an online advertisement displayed on a third-party Web site, and improve the performance of our Web site.  We also may allow our service providers to use Web beacons to help us understand which emails recipients have opened and track the visitor traffic on our Web site.

Information from Other Sources

We also may periodically obtain both personal and non-personal information about you from affiliated entities, business partners and third parties and add it to other information about you.  For example, if you visit AAL by “clicking-through” from a site operated by one of our business partners, and you have registered with that partner, then the partner may share with us information about you that you have provided to that partner.  For example, we may receive your contact information and demographic information.  If you access third party services, such as social media services, through our Web site, we also may collect information such as your user name, password, and other information made available to us through those third party services.

Information About Others

If you have the opportunity to provide contact information for other people or businesses through our Web site, you should obtain their consent before you provide their personal information to us.

Display of Advertising and Your Choices

Data collected to serve you with relevant advertising 

We want to provide you with relevant content and information across our Web site.  We may collect information about your communications-related searches and use this information to serve you with advertisements on our Web site (or elsewhere on the Internet) that match your apparent communications-related interests.

We do not share your personal information (such as your email address) with unaffiliated third parties so they can serve advertisements to you.

Many of the advertisements you see on our Web site are served by AuraAlliance.com or its service providers.  However, we also allow third parties to collect information about your online activities through cookies and other technologies.  These third parties include (i) advertising networks, who collect information about your interests when you view or interact with one of the advertisements they place on many different Web site on the Internet; and (ii) our business partners, who collect information when you view or interact with one of their advertisements on our Web site.  These third parties gather this information to predict your characteristics, interests or preferences and to display advertisements on our Web site (and across the Internet) tailored to your apparent interests.

We do not have access to or control cookies or other technologies these third parties may use to collect information about your interests; our Privacy Policy does not cover either these third parties or their information practices.

How do we use your information?

AAL may use the information we collect about you for a variety of purposes, including: the registration and management of your account, including the facilitation of your access to and use of our Web site; communication with you, including to provide information about AAL and invitations from AAL; responses to your questions and comments; the measurement of your interest in our products, services, and Web site, as well as the improvement of our products, services, and Web site; notifications about special offers and products or services available from us or our partners that may interest you; the customization of your experience with AAL; the solicitation of information from you, including through surveys; the resolution of disputes and troubleshooting of other problems; the prevention of potentially prohibited or illegal activities; the enforcement of our Terms of Use; and as otherwise described to you at the point of collection.

You will not give, lend or otherwise disclose any passwords or other similar user identifications to any unauthorized person, or permit any unauthorized person to use your account(s) or related passwords or user identifications.  Any loss of control of passwords or other similar user identifications may result in the loss of control over your information.  You will be responsible for any actions taken on your behalf or any person using  your passwords or other similar user identifications.  You must immediately change any passwords or other similar user identifications and notify us immediately if any passwords or other similar user identifications have been compromised.

Please review “What choices do you have regarding the collection and use of your information?” below.

How do we utilize Customer Proprietary Network Information?

Some information related to certain communications services that we provide to you constitutes Customer Proprietary Network Information (“CPNI”).  For example, CPNI includes to whom, where and when you make calls.  Specific federal laws and regulations protect CPNI.  We are committed to full compliance with these federal laws and regulations through our Web site and in all other respects.  We only will share or disclose your CPNI without your consent (i) to initiate, render, bill and collect for our telecommunications services provided to you; (ii) to protect you, AAL or other carriers from fraudulent or illegal use of, or subscription to, our products and services; (iii) to protect our rights or property; (iv) to provide your call location information in certain specified emergency situations, if applicable; (v) to market to you services or products among the categories of services or products to which you currently subscribe; and (vi) for other purposes permitted by law.

How do we use any feedback you may provide?

Any anonymized data that you send to us such as your questions, suggestions, ideas or other creative material belongs to us and we will not treat it as confidential.  We may adapt, disclose, display, distribute, reproduce, use, or create derivative works from any such information without acknowledgment of you or compensation to you.

How do we share your information?

AAL may share your information with others:

• We may offer products or services with business partners.  You can tell when a third party is involved in a product or service you have requested because their name will appear either with ours or separately.  If you choose to use these products or services, we may share information about you, including your personal information, with those business partners.  We do not control the privacy practices of these third-party business partners and our Privacy Policy does not cover either these third parties or their information practices.
• If you were referred to one of our Web site from a third party’s Web site, we may share your registration information, such as your name, email address, mailing address, telephone number and preferences, about you with that referring Web site.  We have not placed limitations on the referring Web site’ use of personal information and we encourage you to review the privacy policies of any Web site that referred you to one of our Web site.  Our Privacy Policy does not cover either these third parties or their information practices.
• You can choose to access certain third party social media Web site and services through our Web site.  When you do so, you share information with those site and their privacy policies will govern the information you share with them.  Our Privacy Policy does not cover either these third parties or their information practices.  You may be able to modify your privacy settings with these third party social media Web site.
• We may use third party vendors to provide various services or functions on our behalf, including business analytics, customer service, marketing, distribution of surveys, and fraud prevention. We may also authorize third-party vendors to collect information on our behalf to operate features of our Web site or facilitate the delivery of online advertising tailored to your interests, among other reasons.  Third-party vendors have access to and may collect information only as needed to perform their functions and are not permitted to share or use the information for any other purpose.
• We use a third-party intermediary to manage certain credit card processing. This intermediary is not permitted to store, retain, or use billing information, including your billing name and address and credit card number, except for the sole purpose of credit card processing on our behalf.

We also may share your information:

• In response to subpoenas, court orders, or other legal process; to establish or exercise our legal rights; to defend against legal claims; or as otherwise required by law.  We reserve the right to raise or waive any legal objection or right available to us in any such cases.
• When we believe it is necessary to investigate, prevent, or take action regarding illegal or suspected illegal activities; to protect and defend the rights, property, or safety of AAL, our customers, or others; and in connection with our Terms of Use and other agreements, subject to applicable law, including those governing the use and disclosure of CPNI.
• To obtain a credit report.
• In connection with a corporate transaction, such as a divestiture, merger, consolidation, or asset sale, or in the unlikely event of bankruptcy.

Except as described above, we will notify you when personal information about you will be shared with third parties, and you will have an opportunity to choose not to have us share such information.

We also may share aggregate or anonymous information with third parties, including advertisers and investors. For example, we may tell our advertisers the number of visitors our Web site receive. This information does not contain any personal information and is used to develop content and services we hope you will find of interest.

How you can update and revise your information?

We take reasonable steps to ensure that your information is relevant, accurate, and complete.  Your use of our services available through our Web site may permit you to update or revise your personal information through our Web site.  If you remove certain information from your account(s), we only will retain those copies of such information as necessary for us to comply with governmental orders, resolve disputes, troubleshoot problems, enforce any agreement that you have entered into with us, and as we otherwise deem reasonably necessary.

What choices do you have regarding the collection and use of your information?

• You can choose not to provide us with any information, although it may be needed to take advantage of certain features offered on our Web site.
• You also can revise or update information as described above.
• Whether registered as a AAL customer or not, you also may unsubscribe from promotional messages in any email we send.  We reserve the right to send you other communications, including service announcements, administrative messages, and surveys relating either to your AAL account, without offering you the opportunity to opt out of receiving them.
• AuraAlliance.com wants to make it easy for you to take advantage of opportunities on our Web site. We do this is by sending you email messages that contain information about your apparent communications-related interests. We believe these email messages will provide you with useful information about special offers available through our Web site.  You will have the opportunity to choose not to receive these email messages in any email we send.
• The Help portion of the toolbar on most browsers will tell you how to prevent your Web browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Please note that if you refuse to accept cookies from AAL, you may not be able to access portions of our Web site.

How do we protect your information?

We want you to feel confident about using AAL, and we commit to protecting the information we collect.  While no Web site can guarantee security, we have implemented appropriate administrative, technical, and physical security procedures to help protect the personal information you provide to us.  For example, we permit only authorized personnel to access personal information, and they only may do so for permitted business functions.  We also use encryption when transmitting your personal information between your system and ours.  We also employ firewalls and intrusion detection systems to help prevent unauthorized persons from gaining access to your information.  However, we make no guarantee, representation or warranty that use of our Web site is protected from all security threats, viruses, or other vulnerabilities or that your information always will be secure.

How do we protect children’s privacy?

AAL is a general audience site and does not offer services directed to children.  Should an individual whom we know to be a child under age 13 send personal information to us, we will delete or destroy such information as soon as reasonably possible.

Does our Privacy Policy apply to external links?

If any part of our Web site links you to other Web site, those external Web site do not operate under this Privacy Policy.  We recommend that you examine the privacy statements posted on those other Web site to understand their procedures for collecting, using, and disclosing personal information.

How does our Privacy Policy apply if you visit our Web site from outside the United States?

If you visit our Web site from outside the United States, your information may be transferred to, stored, and processed in the United States where our servers are located and where we operate our databases.  The data protection and other laws of the United States and other countries might not be as comprehensive as those in your country.  However, AAL takes steps pursuant to laws in the United States to protect your privacy.  By using our services, you understand that your information may be transferred to our facilities and those third parties with whom we share it as described in this Privacy Policy.

This Reasonable (Fair) Use Policy (“Policy”) is hereby presented by Aura Alliance Limited (“AAL”) to its customers as a guide to understand the intended and permissible use of service and to prevent exploitation, fraud and abuse of its services. This policy may be subject to change from time to time and the revised copy is effective immediately upon posting to https://weareaura.com/resources/legal/aura-connect-legal-terms/.

Unlawful Purposes

The customer agrees to use AAL’s services and devices solely for lawful purposes. AAL’s services cannot be used for transmitting or receiving any illegal, harmful, threatening, abusive, harassing, defamatory, obscene, sexually explicit, profane, racially or ethnically disparaging remarks or otherwise objectionable material of any kind. This includes, but is not limited to, any material that encourages conduct that would constitute a criminal offense, give rise to a civil liability, or otherwise violate any applicable local, state, provincial, national or international law.

AAL reserves the right to terminate service immediately and without advance notice if the Customer violates the above restrictions.

Excessive Use

AAL may consider excessive the use of Service where Customer exceeds the average client-base usage patterns, reasonably determined by AAL from time to time upon a network usage analysis (“Acceptable Usage Pattern”), in conjunction with other factors that can adversely impact other Customers or the AAL network. Customer is specifically prohibited from using the service or any device for autodialing, continuous or extensive call forwarding (twinning), connection to third party PBX’s, telemarketing, fax or voicemail broadcasting without written consent.

Unlimited Voice plans for corporate accounts are subject to an aggregated account limit not exceeding 150 domestic minutes of use per user per month (pooled), during each monthly billing cycle for incoming and outgoing local and long-distance calls anywhere in calling areas specified in the plan description. The customer acknowledges full responsibility for any and all voice traffic emanating from his/her device, authorized or otherwise.

Termination for Excessive Use

AAL reserves the right to take immediate action, including but not limited to billing for overages at prevailing rates, suspension or termination of service. If it determines in sole discretion that the use of its service is at any time over the Acceptable Usage Pattern and it adversely affects the AAL network and/or other Customers. Such action does not waive responsibility of any service or usage charges incurred by Customer up to and including the date of suspension or termination.

This Acceptable Use Policy (“AUP” or “Policy”) describes actions by Users that are prohibited by Aura Alliance Limited. and its affiliates and subsidiaries (“AAL”). “Users” means any user or Customer of any and all AAL provided services (“Service” and/or “Services”) that are provided by AAL pursuant to any applicable customer agreement, including, without limitation, any applicable terms of service and/or supplements to any applicable agreement(s) (which Users must accept as a condition to receiving any Services from AAL).
This Acceptable Use Policy is subject to change from time to time with such changes effective upon posting at www.weareaura.com    AAL encourages Users to review this Policy regularly.

1. Services may be used only for lawful, proper and appropriate purposes.
2. Users must use any Services only in a manner that, in AAL’s sole discretion, is consistent with the purposes of such Services.  Users will not engage in any legal or illegal activity that either (i) harms AAL, the network operated by AAL, the Services and/or any User, or (ii) interferes with the network operated by AAL and/or the provision or use of the Services by AAL or any User.
3. Services may not be used for illegal, improper, and/or inappropriate purposes.
   1. Illegal purposes include, but are not limited to:
      1. using any Service to violate any law, rule, or regulation; or
      2. engaging in threatening, abusive, harassing, defamatory, libelous, deceptive or fraudulent behavior
   2. Improper and/or inappropriate uses include, but are not limited to
      1. posting multiple messages similar in content to Usenet or other newsgroups, listservs, forums, e-mail mailing lists or other similar groups or lists;
      2. calling, messaging, storing, posting or transmitting harassing, threatening or abusive materials, e-mail or information;
      3. posting or transmitting any information or software that contains a virus worm, cancelbot or other harmful component; without permission from the owner of a system or network, doing any of the following: (a) accessing the system or network, (b) monitoring data or traffic, (c) probing, scanning, and/or testing firewalls, (d) testing the vulnerability of a system or network or (e) breaching the security or authentication routines of a system or network;
      4. conducting or forwarding surveys, contests, pyramid schemes, charity requests or chain letters;
      5. relaying e-mail in an anonymous fashion or forging any TCP-IP packet header;
      6. mailbombing, flooding, overloading, attacking or otherwise interfering with a system or network;
      7. sending unsolicited calls, messaging, e-mailings (including, without limitation, commercial advertising and informational announcements) if such unsolicited activities could reasonably be expected to or do in fact provoke complaints;
      8. operating a server in connection with the Services in an “open relay” configuration (a configuration whereby a mail server processes email messages where neither the sender nor the recipient is a local user);
      9. falsifying User or other identifying information provided to AAL or to other Users of the Services;
      10. use of any Services in violation or any trademark, copyright, or any other intellectual property protection law or provision, or AUP policy of any third party provider;
      11. use of any Services for the purposes of engaging in an activity in connection or conjunction with any pornographic and/or adult entertainment industry purpose, regardless of whether such activity is lawfully permitted;
      12. auto-dialing or predictive-dialing (sometimes referred to as “robo-dialing”);
      13. continuous or extensive chat line or conference call participation,
      14. use of free conference calling or similar services that AAL in its sole discretion deems to participate in traffic stimulation practices or schemes that result in excessive charges;
      15. use of an open telephone line as a monitoring, intercom or similar service;
      16. repetitive and/or continuous messaging or calling to the same destination or number if such activity could reasonably be expected to or in fact does provoke complaints;
      17. long duration calls (defined as calls to the same number in excess of four continuous or cumulative hours within a 24 hour period) and/or calls placed to specific numbers / destinations for the purpose of generating charges or fees for or with a third party;
      18. use of call Services which do not consist of uninterrupted live human voice dialog by and between natural human beings;
      19. restricting or inhibiting any other User or any other person from using and enjoying the Services and/or the Internet; or
      20. engaging in any of the foregoing activities by using the services of another provider or third party and channeling such activities through an account provided by AAL, or otherwise involving the Services or any AAL  account in any way with or without another provider or third party for the purpose of facilitating the foregoing activities.

Remedies:

AAL reserves the right, at its sole discretion, to determine if a Service is being used for any of the foregoing purposes or activities.

1. Violation of this Policy may result in civil or criminal liability, and AAL in its sole discretion, in addition to any remedy that it may have at law or in equity, may immediately terminate permission for the User to use the Services, or any portion of the Services, and may charge User any applicable rates and cancellation or termination fees. In addition, AAL may investigate incidents that are contrary to this Policy and provide requested information to third parties who have provided notice to AAL stating that they have been harmed by a User’s failure to abide by this Policy or the policies listed above.  AAL may bring legal action to enjoin violations and/or collect damages caused by any violation of any part of this Policy.
2. Any violations or attempted violations of this Policy by any User (or any third party on behalf of any User) will constitute a violation of this Policy by the User and a material breach of any applicable customer agreement, including, without limitation, any applicable terms of service and/or supplements to any applicable agreement(s).
3. AAL’s failure to enforce this policy in every instance in which it might have application does not amount to a waiver of AAL’s rights.
4. IN NO EVENT WILL AAL BE LIABLE TO ANY USER OR THIRD PARTY FOR ANY DIRECT, INDIRECT, PUNITIVE, SPECIAL, CONSEQUENTIAL OR OTHER DAMAGES FOR ACTIONS TAKEN OR NOT TAKEN PURSUANT TO THIS POLICY, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR DATA, OR OTHERWISE, EVEN IF AAL WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  THIS LIMITATION OF LIABILITY IN FAVOR OF AAL IS IN ADDITION TO ANY LIMITATIONS SET FORTH IN ANY WRITTEN AGREEMENT BETWEEN AAL AND ANY APPLICABLE USER AND WILL APPLY WHETHER THE ACTION IN WHICH RECOVERY IS SOUGHT IS BASED IN CONTRACT OR TORT (INCLUDING, WITHOUT LIMITATION, NEGLIGENCE OR STRICT LIABILITY), OR ANY APPLICABLE LAWS.

Customer Agreements:

1. Nothing in this Policy will limit or be deemed a waiver of any rights or protections of AAL pursuant to any written agreement between AAL and any applicable User.  This Policy will be read in connection with any such written agreement and not in conflict with any such agreement.  This Policy, in connection with any such agreement, supersedes any other oral or written representations or agreements made by AAL and/or its representatives regarding the Services.
2. Subject to any arbitration, forum or choice of law provisions of any written agreement between AAL and any applicable User, (i) this Policy will be governed by, construed under and enforced in accordance with the laws of the State of Maryland without reference to its choice of law principles or the United Nations Convention on the International Sale of Goods; and (ii) in the event any party brings a civil action or initiates judicial proceedings of any kind related to this Policy (except for actions to enter or collect on judgments), Users consent to the exclusive personal jurisdiction and venue of the federal and state courts located in Anne Arundel County, Maryland
3. If any provision of this Policy is held to be invalid or unenforceable, the validity and enforceability of the remaining provisions of this Policy will not be affected thereby.

This Service Level Agreement sets out a description how reports of system problems, called “Cases”, are reported and characterized, as well as the Service Level Agreement with Aura Alliance Limited (“AAL”)  response and restoration  time obligations for each.

 1. Scope

1.1 If specified in the Order AAL will use our reasonable endeavours to provide the Services in accordance with the identified Service Levels. Please note that Service Levels may vary and may not apply to all Services.

2. Fault Reporting

2.1 The Customer is primarily responsible for identifying technical faults or issues with your own equipment and / or software.

2.2 In the event that The Customer consider that there is a Fault and comply with your obligations to us under the Terms and Conditions, you may contact us at any time (24 hours per day, 7 days a week, year round) as per the Aura Support Guide.

2.3 When logging a Fault you are required to provide a full description of the Fault including screen shots to illustrate any problem encountered, so we are better able to assist you to resolve the Fault. Please also indicate which Severity Level you believe (see clause 3.1 below) applies in respect of the Fault.

2.4 All Faults logged with our technical engineers will be issued with a Fault report number which should be referred to at all times when contacting our technical engineers.

2.5 Once a Fault is logged with our technical engineers we will investigate the Fault, categorise the Severity Level and respond to you in accordance with the Target Response Times described in clause 3.1.

2.6 Target Response Times will vary depending on the Severity Level of the Fault and the Coverage Window described in clause 4.

2.7 Please note that additional Fees at our Standard Rates may be charged for time spent by our technical engineers responding to Faults logged that are deemed to be your responsibility and / or outside the scope of this Annexure.

3. Target Response Times

3.1 The following Target Response Times apply in respect of the Services:

3.2 The Customer is required to make available resources to AAL. If requested to do so, to facilitate the resolution of Faults.  For all Severity Levels, you must allow us to access your Site and computer systems (including by remote computer access) at all times (including outside Business Hours) in order to facilitate the resolution of the Fault. Should you be unwilling to do any of the above for any reason, the Fault may be downgraded to a lower Severity Level.

4. Coverage Window

4.1 We will endeavour to respond to a Fault Notification within the Coverage Window indicated below:

Business Hours: Monday to Friday 8.30am to 5.00pm Eastern Standard Time and excluding national public holidays

Non Business Hours: All other times outside of Business Hours

4.2 If you require emergency support outside of the Coverage Window, you may log priority Faults by calling our helpdesk on 1300 PingCo (746 426). Fault notification outside of the Coverage Window will be an Additional Service and will attract additional Fees at our Standard Rates.

5. Restoration

5.1 We will endeavour to restore the Services as soon as possible following a Fault notification. Upon restoration of the Services, we will contact you to confirm that the Service is operating satisfactorily.

5.2 In the event of a prolonged Service outage we will provide updates on the status of the Services at regular intervals.

6. Planned Service Outage

6.1 AAL may from time to time plan a Service outage in order to undertake maintenance and upgrades to the Services.

Where possible to do so AAL will provide you with notice of such planned Service outages in advance of them occurring.

6.2 You acknowledge however that in some instances it may not be possible to notify The Customer at all, particularly where the Service outage relates to Services being provided by or on behalf of our third party service providers.

6.3 In addition AAL may be also required to undertake emergency maintenance in respect of the Services and we reserve the right to undertake such works without notification to you.  We will use our reasonable endeavours to notify you of such Service outages.

7. Target Service Availability

7.1 Subject to the other provisions of this Schedule and the Terms and Conditions, AAL will endeavour to supply the Services with availability of infrastructure of 99%.

7.2 Service Availability will be calculated as follows:

((Total Hours for the period (30 calendar days) less unavailable hours) x 100) / (divided by) Total Hours for the period For the avoidance of doubt, any Planned Service Outage in accordance with clause 6, or downtime due to suspension of your Services in accordance with the Contract. Will not be considered in any calculation of Service Availability.

8. General

AAL may, from time to time, review and update this Schedule including, to take into account new services, laws, regulations and technology.  We will notify you by posting any updates to this Schedule on our Website.

Please read these Terms of Use carefully before using any Aura Alliance Limited (“AAL”). and/or its affiliates or subsidiaries (individually and collectively “Aura Alliance Limited”) websites. By using these websites you have accepted these Terms of Use; if you do not accept these Terms of Use, do not use the websites.

AAL.  may modify all or any part of these Terms of Use from time to time without notice to you; you should check back often so you are aware of your current rights and responsibilities. Your continued use of these websites after changes to the Terms of Use have been published constitutes your acceptance of the updated Terms of Use. If at any time the Terms of Use are no longer acceptable to you, you should immediately cease all use of these websites.

Copyrights

AAL owns the intellectual property rights in all text, images, software or other content available on our websites or has obtained applicable rights to such text, images, software or other content from applicable third parties who own the content.  You may not redistribute or copy any part of these websites without the prior written consent of AAL. .  However, AAL.  gives you permission to view, copy, print, and distribute material on these websites subject to the following conditions:

• You may use the material only for internal, informational, noncommercial purposes.
• You may not alter the material.
• You must include on any copy of the material (or portion thereof) our copyright notice.
• You may establish a hypertext link to the AAL. websites from your website so long as the page containing the link properly attributes the linked site to us and does not in any way imply our sponsorship of your site.  However, you may not, without obtaining our prior written consent, republish, redistribute or otherwise make any copies, of the materials on our website, as a part of the link, including by framing or similar means, or otherwise.

No other use of the material within these websites (or portion thereof) is permitted without our prior written consent.

We respect the intellectual property of others.  If you believe that your work has been copied in a way that constitutes copyright infringement, please follow our Notice and Procedure for Making Claims of Copyright Infringement below.

Trademarks and/or Servicemarks

The trademarks, logos and service marks (the “Marks”) used on these websites are the property of AAL.  or other third parties.  You may only use these Marks in accordance with the Trademark and Servicemark Guidelines which may be found at: https://weareaura.com/about-aura/about-us/#brand-guidelines

Contributions

We do not accept or consider unsolicited ideas, including ideas for new promotions, new products or technologies, processes, materials, marketing plans or new product names.  We do not want to create any misunderstandings or disputes if our products or strategies seem similar to ideas submitted to us.  Please do not send your unsolicited ideas to us.  If you nonetheless choose to send us your ideas or materials, we make no assurances that we will treat them as confidential or proprietary.

Content and Liability Disclaimer

We use reasonable efforts to include accurate, complete and current information on these websites.  However, we do not warrant that the content on these websites is accurate, complete, current, or free of technical or typographical errors. It is your responsibility to verify any information before relying on it. We reserve the right to make changes and updates to any information contained within these websites without prior notice.

Access to, and use of, these websites and the content included in these websites is at the risk of the user. We have provided links to certain other websites solely for your convenience, and we are not responsible for the content of any other websites.  You must take appropriate precautions to ensure that whatever you select for your use is free of such items as viruses, worms, Trojan horses and other items of a destructive nature.

WE MAKE NO WARRANTIES OR REPRESENTATIONS, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

NEITHER WE NOR ANY PARTY INVOLVED IN CREATING, PRODUCING OR DELIVERING THIS WEBSITE SHALL BE LIABLE FOR ANY DIRECT, INCIDENTAL, CONSEQUENTIAL, INDIRECT OR PUNITIVE DAMAGES OR ANY DAMAGES WHATSOEVER ARISING OUT OF YOUR ACCESS, USE OR INABILITY TO USE THIS SITE OR ON ANY OTHER HYPERLINKED WEBSITE, OR ANY ERRORS OR OMISSIONS IN THE CONTENT THEREOF.

Your Conduct

You must comply with all applicable local, state, national and international laws and regulations when you use our website.  Any attempt by anyone to deliberately damage these websites is a violation of criminal and civil laws.  We reserve the right to seek damages from anyone doing so to the fullest extent permitted by law.  Neither we nor our lawyers are kidding.

You also will not post or transmit through these websites any material or content that violates or infringes in any way the rights of others or solicits, encourages or promotes the use of illegal substances or activities, which is unlawful, threatening, abusive, harassing, defamatory, libelous, derogatory, invasive of privacy or publicity rights, vulgar, obscene, bigoted or hateful, profane, scandalous, pornographic, indecent or otherwise objectionable, gives rise to civil or criminal liability or otherwise violates any applicable law.

Monitoring Your Use of This Website and Your Conduct

AAL.  is under no obligation to monitor the material residing on or transmitted to these websites (or any server used in connection with these websites).  However, anyone using these websites agrees that we may monitor the website(s) (and any server used in connection with these websites) to (1) comply with any necessary laws, regulations or other governmental requests; and (2) to operate the server properly or to protect ourselves and our users.  We reserve the right to modify, reject, or eliminate any material residing on or transmitted to its server that it, in its sole discretion, believes is unacceptable or in violation of the law or these terms and conditions.

Privacy

We encourage you to review our Privacy Policy, which may be found at https://weareaura.com/privacy-policy/

Dispute Resolutions

Any claims arising out of the use of these websites shall be resolved by arbitration in Anne Arundel County, Maryland in accordance with the then current rules of the American Arbitration Association. The internal laws of the State of Maryland (other than conflicts of law rules) and of the United States of America shall apply. A single arbitrator engaged in the practice of law shall conduct the arbitration.  The arbitrator’s decision and award shall be final and binding and may be entered in any court with jurisdiction.  If one or more of the provisions contained in these Terms of Use is held invalid, illegal or unenforceable in any respect by any court of competent jurisdiction, such holding will not impair the validity, legality, or enforceability of the remaining provisions.

Notice and Procedure for Making Claims of Copyright Infringement

To file a notice of infringement with us, please provide the following information to our designated copyright agent listed below:

1. A description of the copyrighted work or other intellectual property that you claim has been infringed.
2. A description of the material that you claim infringes the copyrighted work listed in item #1.
3. An address, telephone number, and an email address where the alleged infringing party can contact you.
4. The following statement: “I have a good faith belief that use of the copyrighted materials described above as allegedly infringing is not authorized by the copyright owner, its agent, or the law.”
5. The following statement: “I swear, under penalty of perjury, that the information in the notification is accurate and that I am the copyright owner or am authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.”
6. Your electronic or physical signature.

To file a counter notification with us, please provide the following information to our designated copyright agent listed below:

1. A description of the material that we have removed or to which we have disabled access.
2. Your name, address, telephone number, email address, and a statement that you consent to the jurisdiction of the Federal District Court for the judicial district in which your address is located (or Anne Arundel County, Maryland if your address is outside of the United States), and that you will accept service of process from the person who provided notification of infringement or an agent of such person.
3. The following statement: “I swear, under penalty of perjury, that I have a good faith belief that the material identified above was removed or disabled as a result of a mistake or misidentification of the material to be removed or disabled.”
4. Your electronic or physical signature.

The Telecommunications Relay Service is a public service which guarantees all citizens access to prompt, professional and accurate communication through the telephone. Consumers of these specialized services. Specifically, individuals who are deaf, DeafBlind, hard of hearing or speech disabled, can communicate on the telephone via TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish-to-Spanish and Captioned Telephone in order to connect with family, friends or business with ease.

How does the Telecommunications Relay Service work?

Simply dial 711 or the appropriate toll-free number provided below, by State, to connect with your State’s Relay provider. A qualified Relay Operator (RO) will ask for the area code and number of the person you wish to call and begin the relay call. Generally, the RO will voice the typed message from the text telephone (TTY) user to you. The RO relays your voiced message by typing it to the TTY user.

Specialized Services:

Each State Relay provider offers a variety of specialized services, that differ by State. Specially trained ROs are on hand to assist with these types of calls by dialing the associated number provided. Examples of Specialized Services are for Spanish Speaking residents, Telebraille, French, Spanish to English translation, 900 Services, etc. Please refer to your State’s services outlined below.

Equipment Distribution Programs

Many States have programs to provide Telecommunication Equipment Distribution (TED) programs offering specialized equipment to eligible individuals in their State who are deaf, DeafBlind, or who have difficulty speaking. Please visit your State’s website for more information on their policy regarding Telecommunications Equipment Distribution.

Emergency Calls

Please note that 711 is only to be used as a relay service. In the event of an EMERGENCY you should continue to use 911. For Emergencies, call or text 911(where available) or call your local emergency service TTY number directly, without using relay. The Americans with Disabilities Act (ADA) requires that 911 centers have a TTY and be prepared to handle emergency calls placed in this manner. It is important to understand that relay centers are NOT 911 centers and do not assume responsibility for emergency calls.

Filing a complaint:

You have multiple options for filing a complaint with the FCC:

• File a complaint online at https://consumercomplaints.fcc.gov
• By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322)
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):

Federal Communications Commission

Consumer and Governmental Affairs Bureau

Consumer Inquiries and Complaints Division

445 12th Street, S.W.

Washington, DC 20554

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC’s Disability Rights Office website at http://www.fcc.gov/encyclopedia/disability-rights-office

ALABAMA

TRS Provider – Sprint Relay
Customer Service #’s:
1-800-676-3777 (Voice/TTY)
1-800-676-4290 (Spanish)
1-877-787-1989 (Speech to Speech)
1-866-931-9027 (Voice Carryover)
Email: sprint.trscustserv@sprint.com

Access #’s:
711
1-800-548-2547 (Voice)
1-800-548-2546 (TTY/HCO)
1-800-548-0259 (VCO)
1-800-877-8973 (Telebraille)
1-800-548-8317 (Spanish)
1-900-230-4323 (900 Services)

ALASKA

TRS Provider – Sprint Relay
Customer Service #’s:
1-800-676-3777 (Voice/TTY)
1-800-676-4290 (Spanish/TTY/Voice)
1-877-787-1989 (Speech-to-Speech)
1-866-931-9027 (Voice Carryover)
Email: sprint.trscustserv@sprint.com

Access #’s:
711 or 1-800-770-8973 (TTY)
1-800-770-8255 (Voice)
1-800-770-3919 (ASCII)
1-800-770-6108 (VCO)
1-8800-770-8973 (HCO)
1-866-355-6199 (Spanish) Spanish translation available upon request
1-866-355-6198 (Speech-to-Speech)
1-900-230-2121 (900 Services)

ARIZONA

TRS Provider – Sprint Relay
Email: sprint.trscustserv@sprint.com

Access #’s:
1-800-842-4681 (V)
1-800-367-8939 (T)
1-800-842-9818 (VCO)
1-888-842-3372 (ASCII)
1-800-842-6520 (STS)
1-800-842-2088 (Spanish)

ARKANSAS

TRS Provider – Sprint Relay
Customer Service #’s: 1-800-676-3777; 1-800-676-4290 (Spanish)
Email: sprint.trscustserv@sprint.com

Access #’s:
711 or 800-285-1131(TTY)
800-285-1121(Voice)
866-656-8260(VCO)
800-285-1131(HCO)
866-656-2966(Speech-to-Speech)
866-656-1842(Spanish)
900-230-3131(900 Number calls)
800-855-4000(TTY Operator Assistance)

CALIFORNIA

TRS Provider – Hamilton Relay
Customer Service #’s:
Hamilton Relay – English TTY/Voice/VCO/HCO/STS/ASCII – (877) 632-9095
Hamilton Relay – Spanish TTY/Voice/VCO/HCO/STS/ASCII – (877) 419-8440
Email: california@hamiltonrelay..com

CRS Access #’s:
(800) 855-7100 – English
(800) 855-8300 – STS
(800) 855-7200 – Spanish Voice
(800) 855-7400 – VA STS

COLORADO

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777 (Voice/TTY); 877-787-1989 (Speech-to-Speech); 800-676-4290 (Spanish); 866-931-9027 (Voice Carryover)
Email: sprint.trscustserv@sprint.com

Access #’s:
711 or 800-659-3656(Voice)
711 or 800-659-2656 (TTY)
877-659-8260 (Voice and Hearing Carryover)
877-659-4279 (Speech-to-Speech)
800-659-2656(Telebraille)
800-337-3242 (Spanish Relay)
844-409-2451 (Spanish Translation)
800-659-4656 (ASCII)
900-230-4656 (900)
800-855-4000 (TTY Operator Assistance)

CONNECTICUT

TRS Provider – Sprint Relay
Sprint Relay Customer Service (24 hours, 7 days, 365 days a year)
Voice/TTY: 1-800-676-3777
TTY: 1-800-842-9710
Spanish: 1-800-676-4290
Fax: 1-877-877-3291
Email: sprint.trscustserv@sprint.com

Access #’s:
Relay Connecticut 711
800-842-9710 TTY
800-833-8134 Voice
800-842-9488 VCO
877-855-0921 Spanish to Spanish
877-842-5177 Speech to Speech
900-230-6262 900 Service

DELAWARE

TRS Provider – Sprint Relay
Customer Service #’s: 800-682-8706(V) and 800-682-8786(T)
Email: sprint.trscustserv@sprint.com

Access #’s:
800.676.3777 – TTY/ASCII/VOICE/VCO/Speech-to-Speech in English
800.676.4290 – Spanish
7-1-1 – Statewide Number
800.232.5460 – TTY
800.232.5470 – Voice
877.DEL.RLY0 (877.335.7590) – Voice Carry-Over (VCO)
877.DEL.RLY5 (877.335.7595) – Spanish
877.DEL.RLY9 (877.335.7599) – French
877.DEL.S2S4 (877.335.7274) – Speech-to-Speech (STS)
900.468.2525 – 900 Access Number

DISTRICT OF COLUMBIA

TRS Provider – Hamilton Relay
Customer Service #’s: 866-560-1452
Email: dcrelay@hamiltonrelay.com

Access #’s:
800-643-3769(V)
800-643-3768(TTY)
800-898-0137(ASCII)
800-898-0740(Speech-To-Speech)
800-546-7111(Spanish TTY)
800-546-5111(Spanish Voice)
900-659-5590(Pay per call)

FLORIDA

TRS Provider – Sprint Relay
Customer Access Numbers:
General: 711
Emergency: 911
English: 800-955-8770 (V)
English: 800-955-8771 (TTY)
Spanish: 877-955-8773 (V/TTY)
ASCII: 800-955-1339
Voice Carry Over (VCO): 877-955-8260
Speect to Speech (STS): 877-955-5334
Video Assisted STS: 877-955-5335
Spanish to English Translation: 844-463-9710
French to French: 877-955-8707
900 Pay Per Call: 900-230-6868
Email: sprint.trscustserv@sprint.com

GEORGIA

TRS Provider – Hamilton Relay
Customer Service #’s: 866-694-5824 (Voice/TTY)
Email: garelay@hamiltonrelay.com

Access #’s:
800-255-0135(V)
800-255-0056(T)
888-202-4082(STS)
888-202-3972(Spanish)

HAWAII

TRS Provider – Sprint Relay
Customer Service #’s: (24 hours, 7 days, 365 days a year)
TTY/Voice: 1-800-676-3777
Spanish: 1-800-676-4290 (TTY/Voice)
Speech-to-Speech: 1-877-787-1989
Voice Carryover: 1-866-931-9027
Fax: 1-877-877-3291
Email: sprint.trscustserv@sprint.com

Access #’s:
Relay Hawaii 711 or
TTY/HCO/ASCII: 1.877.447-5990 (TRS-HI RLY-90)
Voice: 1.877.447.5991 (TRS-HI RLY-91)
VCO: 1.877.447.5992 (TRS-HI RLY-92)
STS: 1.877.447.8711 (TRS-HI STS-11)
Spanish: 1.877.447.7261 (TRS-HI SPAN-1)
900 Svcs: 1.900.230.6767 (Pay Per Call)

IDAHO

TRS Provider – Hamilton Relay
Customer Service #’s: 1-800-368-6185(V/T)
Email: relay@hamiltonrelay.com

Access #’s:
1-800-377-3529(T/ASCII)
1-800-377-1363(V)
1-866-252-0684(Spanish)
1-888-791-3004(STS)

ILLINOIS

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(V/TTY)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-526-0857(V)
800-526-0844(T)
877-526-6690(STS)
877-826-1130(VCO)

INDIANA

TRS Provider – Sprint Relay
Customer Service #’s: 1-800-676-3777(V/T)
1-800-855-4000 (TTY Operator Service)
1-800-676-4290 (Spanish TTY/Voice)
Email: sprint.trscustserv@sprint.com

Access #’s:
7-1-1 or 1-800-743-3333 (V/T)
1-800-743-5207 (VCO)
1-855-892-7429 (HCO)
1-800-743-4869 (Spanish)
1-900-230-3323 (900 Services)
1-877-787-1989 (STS)
1-605-224-1837 (Inbound International Call)

IOWA

TRS Provider – Hamilton Relay
Customer Service #’s: 1-888-516-4692(voice/TTY)
Email: iarelay@hamiltonrelay.com

Access #’s:
1-800-735-2943(V)
1-800-735-2942(T)
1-800-735-4313(VCO)
1-877-735-1007(STS)
1-800-264-7190(Spanish)

KANSAS

TRS Provider – Hamilton Relay
Customer Service #’s: 1-866-735-2957
Email: ksrelay@hamiltonrelay.com

Access #’s:
1-800-766-3777 (V/T)
1-866-305-1343 (Spanish)
1-866-305-1344 (STS)

KENTUCKY

TRS Provider – Hamilton Relay (TRS and CapTel)
Customer Service #’s: 1-888-662-2406 (Voice/TTY); 1-866-557-5762 (Spanish)
Email: kyrelay@hamiltonrelay.com

Access #’s:
1-800-648-6056(TTY/ASCII/HCO)
1-800-648-6057(V)
1-866-648-5926(VCO)
1-888-244-6111(STS)
1-866-490-4403(Spanish)

LOUISIANA

TRS Provider – Hamilton Relay
Customer Service #’s: 1-888-699-6869(V/T)
Email: larelay@hamiltonrelay.com

Access #’s:
1-800-846-5277(T)
1-800-947-5277(V)
1-888-272-5530(STS)
1-800-737-1813(Spanish)

MAINE

TRS Provider – Hamilton Relay
Customer Service #’s: 1-800-270-9709 (V/TTY)
Email: merelay@hamiltonrelay.com

Access #’s:
1-800-457-1220(V)
1-800-437-1220(T)
1-888-890-9254(ASCII)
1-888-890-9256(STS)
1-888-890-9255(Spanish)

MARYLAND

TRS Provider – Hamilton Relay; Captioned Telephone (CapTel): Hamilton Relay
Customer Service #’s: 1-800-552-7724(V/T)
Email: mdrelay@hamiltonrelay.com

Access #’s:
711 – In Maryland
1-800-201-7165(V/T)
1-800-735-2258(TTY/HCO)
1-888-826-9673(VCO)
1-800-785-5630(STS)
1-877-735-5151(ASCII)
1-877-258-9854(2-Line VCO)
1-855-828-6465 (VA STS)
1-800-877-1264(Spanish)

MASSACHUSETTS

TRS Provider – Hamilton Relay
Customer Service #’s: 800-720-3480(T) and 800-729-3479(V)
Email: customerservice@massrelay.com

Access #’s:
711(V/T)
1-800-439-2370(T)
1-800-439-0183(V)
1-866-887-6619 (VCO)
1-866-930-9252 (Spanish)
1-800-439-0183 (STS)

MICHIGAN

TRS Provider – Hamilton Relay
Customer Service #: 844-578-6563
Email: mirelay@hamiltonrelay.com

Access #’s:
7-1-1

MINNESOTA

TRS Provider – Sprint Relay
Customer Service #’s:

For TTY, VCO, HCO, and STS relay servies
Sprint’s 24-hour Customer Service
Voice/TTY: 1-800-676-3777
Speech-to-Speech: 1-877/787/1989
VCO: 1-866-931-9027
Spanish Voice/TTY: 1-800-676-4290
Fax: 1-877-877-3291
Email: sprint.trscustserv@sprint.com
Online: www.sprintrelay.com/contact_us/index.php

For CapTel relay service
CapTel’s 24-hour Customer Service (excluding holidays)
Voice: 1-888-269-7477
TTY: 1-800-482-2424
Spanish: 1-866-670-9134
Fax: 1-608-238-3008
Email: CapTel@CapTel.com
Online: www.captel.com/contact-us.php

Minnesota Relay Outreach Office
Voice: 651-602-9005/1-800-657-3775
TTY: 1-888-206-6555

TAM Administrator
Rochelle Garrow
Minnesota Department of Commerce
85 Seventh Place East, Suite 600
Saint Paul, MN 55101-3165
Voice: 651-539-1884/1-800-657-3599
Email: mn.relay@state.mn.us
Website: www.mnrelay.org

To make a Minnesota Relay call dial 7-1-1. Once connected to the relay service, tell the CA the type of relay call you wish to make. Or, you may dial the specific toll-free number for the type of relay service.

Access #’s:
1-800-627-3529 (TTY/Voice/ASCII/HCO)
1-877-627-3024 (VCO)
1-866-855-4611 (Two-Line VCO)
1-877-627-3848 (STS)
1-877-627-5448 (Spanish Relay)
1-900-230-3324 (900 Pay-Per-Call Services)

If you wish to contact a person who uses a single-line CapTel phone, dial: 1-877-243-2823.

MISSISSIPPI

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(V)
Email: sprint.trscustserv@sprint.com

Access #’s:
1-800-855-1000(V) 1-800-582-2233(TTY)
1-800-229-5746(STS English)
1-866-260-9470(STS Spanish)

MISSOURI

TRS Provider – Sprint Relay
Customer Service #’s:
(24 hours, 7 days, 365 days a year)
TTY/ASCII/Voice/VCO/STS 1-800-676-3777
Spanish 1-800-676-4290
Fax 1-877-877-3291
Email: sprint.trscustserv@sprint.com

Access #’s:
Relay Missouri 711 or
TTY/ASCII: 1-800-735-2966
Voice: 1-866-735-2460
Voice Carry Over: 1-800-735-0135
Speech to Speech: 1-877-735-7877
Spanish: 1-800-520-7309
900 Service: 1-900-230-6363

MONTANA

TRS Provider – Hamilton Relay
Customer Service #’s: 1-800-833-8503 V/TTY
Email: relay@mt.gov

Access #’s:
1-866-253-4090(V)
1-800-253-4091(T)
1-877-826-7161(VCO)
1-877-253-4613(STS)
1-866-225-1866(Spanish)

NEBRASKA

TRS Provider – Sprint Relay
Customer Service #’s: 1-800-676-3777(V/TTY)

Access #’s:
1-800-833-7352(TTY)
1-800-564-2481(VCO)
1-800-833-0920(V)
1-888-272-5527(STS)
1-888-272-5528(Spanish)

NEVADA

TRS Provider – Hamilton Relay
Customer Service #’s: 1-888-256-5647(V/T)
Email: relaynevada@hamiltonrelay.com

Access #’s:
1-800-326-6888 (Voice)
1-800-326-6868 (TTY/ASCII/HCO)
1-888-326-5658 (STS)
1-800-326-4013 (VCO)
1-800-877-1219 (Spanish)

NEW HAMPSHIRE

TRS Provider – Sprint Relay
Sprint Relay Customer Service (24 hours, 7 days, 365 days a year)
TTY/ASCII/Voice/VCO/STS 1-800-676-3777
Spanish 1-800-676-4290
Fax 1-877-877-3291
Email: sprint.trscustserv@sprint.com

Access #’s:
Relay New Hampshire 711
800-735-2964 TTY/Voice
800-735-4423 VCO
800-735-1245 Speech to Speech
900-230-4040 900 Service

NEW JERSEY

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777 (Voice/TTY); 800-676-4290 (Spanish); 877-787-1989 (Speech to Speech)
Email: sprint.trscustserv@sprint.com

Access #’s:
1-800-852-7897 (V)
1-800-852-7899 (T)
1-866-658-7712 (STS)
1-866-658-7714 (Spanish)
1-866-658-7711 (VCO)
1-800-852-7899 (HCO)
1-866-658-7713 (Telebraille)
1-900-230-4149 (900 services)

NEW MEXICO

TRS Provider – Hamilton Relay
Customer Service #: 1-877-463-0994 (Voice/TTY)
Email: relaynm@hamiltonrelay.com

Access #’s:
Spanish: 1-866-355-9214
1-800-659-8331(TTY)
1-800-659-1779(Voice)
1-800-659-4174(VCO)
1-800-327-1857(Spanish)
1-800-745-1570(ASCII)
1-866-355-9213(STS)

NEW YORK

TRS Provider – Sprint Relay
Customer Service #:
Sprint Relay Customer Service (24 hours, 7 days, 365 days a year)
TTY/ASCII/Voice/VCO/STS 1-800-676-3777
Spanish 1-800-676-4290
Fax 1-877-877-3291
Email: sprint.trscustserv@sprint.com

Access #’s:
New York Relay V/TTY 711
800-662-1220 TTY/HCO
800-421-1220 Voice
877-826-6977 VCO
877-662-4886 Spanish to Spanish
877-662-4234 Speech to Speech
877-243-2823 CapTel Dial-in
866-217-3362 Spanish-to-Spanish Captioning
900-230-6565 900 Service

NORTH CAROLINA

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(Voice/TTY)
877-787-1989 (Speech to Speech)
800-676-4290 (Spanish)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-735-8200 (Voice)
800-735-2962 (TTY)
877-735-8261 (STS)

NORTH DAKOTA

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(V/T)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-366-6889(V)
877-366-8600(VCO)
800-366-6888(TTY)
877-366-3709(STS)
800-435-8590(Spanish)VCO)

OHIO

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777 (TTY/Voice/ASCII/VCO/HCO)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-750-0750 (TTY/Voice/HCO)
877-750-9097 (STS)
888-269-0678 (Spanish)
Access Website URL:  www.SprintIP.com and www.ohiorelay.com
Access Information:  www.sprintrelay.com

OKLAHOMA

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777
Email: sprint.trscustserv@sprint.com

Access #’s:
800-522-8506(T/V)
800-722-0353(T/V)
1-877-722-3515(STS)

OREGON

TRS Provider – Sprint Relay
Customer Service #’s: 1-800-676-3777 (V/TTY); 1-800-676-4290 (Spanish); 1-877-787-1989 (STS); 1-866-931-9027 (VCO)
Email: sprint.trscustserv@sprint.com

Access #’s:
7-1-1 (In-State)
1-800-735-2900 (TTY)
1-800-735-1232 (Voice)
1-800-735-3260 (VCO)
1-800-735-7525 (STS)
1-800-735-0644 (ASCII)
1-800-735-3896 (Spanish)
1-800-359-2703 (Spanish to English and English to Spanish)
1-900-568-3323 (900 Services)

PENNSYLVANIA

TRS Provider – Hamilton Relay
Customer Service #: 800-974-1253(Voice/T)
Email: parelay@hamiltonrelay.com

Access #’s:
800-654-5988(V)
800-654-5984(T)
844-308-9292(STS)
844-308-9291(Spanish)

PUERTO RICO

TRS Provider – Sprint Caribe
Customer Service #’s: 1-800-676-3777 – (V/T) English
1-800-676-4290 – (V/T) Spanish
1-877-787-1989 – Speech to Speech
1-866-931-9027 – VCO
Email: sprint.trscustserv@sprint.com

Access #’s:
7-1-1(In-State)
Spanish:
1-866-280-2050 (TTY)
1-866-280-2051 (Voice)
1-866-280-2656 (VCO)
VCO Traduccion: 1-866-280-2657
1-866-280-2050 (HCO)
1-866-280-2052 (STS)

English:
1-866-280-2053 (TTY)
1-866-280-2054 (Voice)
1-866-280-2657 (VCO)
1-866-280-2053 (HCO)
1-866-280-2055 (STS)

RHODE ISLAND

TRS Provider – Hamilton Relay
Customer Service #’s: 1-866-703-5485(V/T)
Email: rirelay@hamiltonrelay.com

Access #’s:
1-800-745-5555(T)
1-800-745-6575(V)
1-800-745-1570(ASCII)
1-866-355-9213(STS)
1-866-355-9214(Spanish)

SOUTH CAROLINA

TRS Provider – Sprint Relay
Customer Service #’s:
1-800-676-3777(V/TTY)
1-800-676-4290 (Spanish)
1-877-787-1989 (Speech-to-Speech)
1-866-931-9027 (VCO)
Email: sprint.trscustserv@sprint.com

Access #’s:
1-800-735-8583 (TTY and Hearing Carryover)
1-800-735-2905 (V)
1-877-735-8263 (Voice Carryover)
1-800-877-1229 (Spanish)
1-877-735-7277(STS)
1-800-735-8583 (SC Relay)
1-800-735-7293 (ASCII)
1-877-225-8337(SC TEDP)

SOUTH DAKOTA

TRS Providers – Sprint Relay
Customer Service #’s:
1-877-866-8950 (Voice/TTY)
1-800-676-4290 (Spanish)
1-877-787-1989 (Speech-to-Speech)
1-866-931-9027 (VCO)
Email: sprint.trscustserv@sprint.com

Access #’s:
711 (All Services)
1-800-877-1113 (TTY/Voice HCO/ASCII)
1-877-981-2117 (VCO)
1-877-981-9743 (Spanish)
1-877-981-9744 (STS)

TENNESSEE

TRS Provider – Sprint Relay
Customer Service #’s: 866-503-0262(V/T and ASCII)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-848-0299(V)
800-848-0298(TTY)
1-866-503-0264(STS)
1-866-503-0263(V/T/ASCII)
900 Access: 900-476-2727(TTY)
711 In-State

TEXAS

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(V/T)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-735-2988(V)
800-735-2989(T)
800-735-2991(A)
1-877-826-6607(STS)

UTAH

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777V/T)
Email: sprint.trscustserv@sprint.com

Access #’s:
888-735-5906(Voice)
800-346-4128(V/T)
888-346-5822(STS)
800-346-4128(TTY)

VERMONT

TRS Provider – Sprint Relay
Customer Service #’s: 800-676-3777(V/T)
Email: sprint.trscustserv@sprint.com

Access #’s:
800-253-0195(V)
800-253-0191(T)
1-800-229-5746(STS English)
1-866-260-9470(STS Spanish)

VIRGIN ISLAND

TRS Provider – Sprint Relay
Customer Service #’s:
1-866-883-4038 (V/TTY)
1-800-676-4290 (Spanish)
1-877-787-1989 (Speech to Speech)
1-866-931-9027 (Voice Carryover)

Access #’s:
1-800-440-8477 TTY
1-800-809-8477 Voice
1-800-940-0656 Spanish
1-800-940-0712 STS

VIRGINIA

TRS Provider – Hamilton Relay
Customer Service #’s: 1-866-894-4116 (V) and 1-866-246-9300 (T)
Email: varelay@hamiltonrelay.com

Access #’s:
1-800-828-1140 (Voice)
1-800-828-1120 (TTY)
1-866-221-6784 (STS English)
1-800-855-8220 (VA STS)
1-800-855-8200 (Spanish)

WASHINGTON

TRS Provider – Hamilton Relay
Customer Service #’s: 1-800-974-1548(V/T)
Email: warelay@hamiltonrelay.com

Servicio al Cliente: 1-866-744-7471 (V/T)
CapTel Customer Service: 1-888-744-7477 (V/CapTel/T)
CapTel Servicio al Cliente: 1-866-670-9134 (Voz/CapTel/T)

Access #’s:
7-1-1(In-State)
1-800-833-6388 (TTY)
1-800-833-6384 (Voice)
1-800-833-6386 (VCO)
1-877-833-6341 (STS)
1-800-833-6385 (Telebraille)
1-877-833-6399 (Spanish TTY)
1-877-833-6398 (Spanish Voice)

WEST VIRGINIA

TRS Provider – Sprint Relay
Customer Service #: TTY/STS/ASCII/Voice/VCO: 1-800-676-3777
1-800-676-4290 (Español)
Email: sprint.trscustserv@sprint.com

Access #’s:
711
1-800-982-8772 (Voice)
1-800-982-8771 (TTY/HCO/ASCII)
1-866-519-0570 (Speech-to-Speech)
1-866-519-0569 (Spanish to Spanish)
1-877-243-2823 (CapTel Voice-in)
1-877-298-3348 (Spanish to English)
1-877-298-3349 (TeleBraille)
1-877-298-3330 (VCO Direct)
1-900-230-7272 (900 – not toll-free)
Sprint’s TTY Operator Service:
1-800-855-4000

WISCONSIN

TRS Provider – Sprint Relay 
Customer Service #’s: 1-800-676-3777 (TTY/VCO/Voice/ASCII)
Email: sprint.trscustserv@sprint.com
Website: www.wisconsinrelay.com

Access #’s:
1-800-947-3529 (TTY/HCO)
1-800-947-6644 (Voice)
1-877-490-3724 (VCO)
1-800-833-7637 (STS)
1-800-833-7813 (Spanish – Spanish)
1-877-490-3723 (Spanish – English)

WYOMING

TRS Provider – Sprint Relay
Customer Service #’s: 1-888-694-4450 (V/TTY)
1-800-676-4290 (Spanish V/TTY)
1-877-787-1989 (Speech to Speech)
1-866-931-9027 (VCO)
1-888-269-7477 (English CapTel)
1-866-670-9134 (Spanish CapTel)
Email: sprint.trscustserv@sprint.com

Access #’s:
711 (All Services)
1-800-877-9975 (V)
1-800-877-9965 (TTY/HCO)
1-877-787-0503 (STS)
1-877-877-1474(VCO)
1-800-829-2783 (Spanish)
1-900-230-3327 (900 Pay-Per Call)
1-877-243-2823 (to reach a CapTel user)
1-866-217-3362 (Spanish-to-Spanish CapTel)

1.    About the Service

1.1 Call Termination Services (CTS)                Call Termination Services (CTS) in

• Country named in the Commercial Schedule
• Other countries as requested, pricing is based on monthly A-Z Rate Card

These services will be delivered via SIP to Customer or via AURA CONNECT.

Call Termination allows calls originated within the Customer network to be terminated by AAL , either within the Country or internationally, on either fixed or mobile networks. With CTS, the Customer originates the call from the calling party (‘A’ party) and the Customer requests AAL  to terminate the call to the called party (‘B’ party).

• Telephone Number / Direct Indial

(DID) Hosting

DID Hosting in the countries specified in the Commercial Schedule.

1.3 Telephone Number Porting

These services will be delivered via SIP to Customer or via AURA CONNECT.

Number Hosting can originate calls on the Customer’s behalf. This requires the use of service numbers that can either be purchased from AAL  or numbers provided by the Customer and ported to AAL  from another carrier.

With Call Origination, AAL , on Customer’s behalf, hosts the ‘B’ party’s service number, and calls to that number are originated from the ‘A’ party’s carrier and passed by AAL  to the Customer for termination.

The Service may provide local number porting from other carrier Services to AAL  in the country specified and as ordered from time to time by Customer.

The Service is provided in respect of local numbers

.

The Service is available in respect of simple and complex ports.

• Simple or ‘CAT A’ Ports. These are single number ports.
• Complex or ‘CAT C’ Ports. Typically, these involve 2 or more numbers, number blocks, and numbers with complex services attached to them.

1.3      Toll Free Number Hosting and Call         Toll Free Number Hosting and Call Origination in countries specified in

Origination                                         the Commercial Schedule and other countries as requested, pricing on application.

These services can be delivered via SIP to Customer or routed directly to the end user, on behalf of Customer.

Number Hosting can originate calls on the Customer’s behalf. This requires the use of service numbers that can either be purchased from AAL  or numbers ported to AAL  from another carrier.

With Call Origination, AAL , on Customer’s behalf, hosts the ‘B’ party’s service number, and calls to that number are originated from the

‘A’ party’s carrier and passed by AAL  to the Customer for termination.

1800 & 0800 Numbers –

Are known as free-phone or free-call numbers. Callers from fixed domestic lines don’t pay however callers from mobiles may be charged by their service provider.

1300 Numbers / National Numbers –

Are typically known as local rate or shared cost numbers. Callers typically pay what is known as a local or connection fee and calls from mobiles may differ.

Fees are paid by the Customer for terminating calls to a Toll Free or Toll Shared number. These are specified in the Commercial Schedule. If not specified will be charged at a rate specified by the Customers plan in AURA CONNECT or other platform.

1.4                                                             Interconnection Method       Interconnection, if required, will be as agreed between the Customer and AAL  and may be via any of the following methods:

• Via public internet
• Direct peering; or
• Cross connect in a common data centre

Customer must arrange the interconnection to AAL  and bear all associated costs and charges.

2.    Commercial Terms

    2.1      All charges are in US Dollars (USD) and excludes taxes unless stated otherwise.

2.2      Charges will apply for services as defined in the Rate Card including call termination services, direct Indial charges, rate card and other products unless otherwise agreed.

2.3      Where a fee is not listed within the Rate Card but the service or feature is available through our platform the charge will be determined by the plan applied to the Customer at that given time and will not require this service schedule to be updated.

2.4    Initial Term is 36 months unless otherwise agreed.

2.6      Pricing based on the Rate Card and is measured by users with either a license, dial plan, phone number or resource account.  Where SBC as a service is used trunk and channel charges will apply as Rate Card.

   3.2     The charges listed below are based on the selected Pricing Band. Where no band is selected the first band is the default and selected option.

   3.3     Where a call rate is defined the charges are per minute, billing in 1 second increments. A minimum call duration of 1 second applies to all connected calls.

3.    Additional Terms And Conditions

4.    Additional Terms And Conditions

6         Additional Terms And Conditions

6.1        Security                    The Customer acknowledges and agrees that:

• the networks used to supply the Service may not be a secure and confidential means to communicate and the Customer transmits material on those networks at its own risk;
• to the extent the law permits, AAL does not warrant that any access restrictions or network security is effective and the Customer agrees not to make any claim against AAL  about network security; and
• AAL does not monitor, edit or control any material transmitted or accessed via the Service and will not be responsible for that material, access to it or use of it, or for ensuring that any material is sent or received correctly.
  • Emergency Calling AAL  CTS service does not guarantee calls terminating to 000,106,112 & 911 or other emergency numbers.
  • Customer Porting The Customer must:

Responsibilities                    •    for each port it requests, provide to AAL  complete and accurate information as required by Law or as requested by AAL , which matches the data for that number held by the losing carrier;

• ensure that the service associated with the number to be ported will not be deactivated during the porting process;
• obtain the end user’s permission to port the telephone number including a Porting Authority Form (PAF) and other written consent or documentation as required by Law, before ordering the number port from AAL ;
• provide to AAL on request a copy of the PAF and other written consent or documentation as may be required;
• provide AAL with information, assistance and cooperation as may be reasonably required for the Service; and
• where Customer wishes to port numbers from AAL , make arrangements directly with the gaining carrier.