Business Terms and Conditions

Cloud PBX

What the service is

Cloud PBX provides VoIP calling, call routing, IVR, ring groups, voicemail to email, call recording and web based management. Mobile and desktop applications are included.

Extensions and calling

There is one extension product with two calling options: a Pay As You Go extension, where outgoing UK calls are charged on use, and an extension with unlimited outgoing UK calls included. Both carry the same feature set. There is no higher plan to climb to. Every extension includes unlimited incoming calls, mobile and desktop apps, voicemail to email, IVR, ring groups and the standard PBX feature set. UK numbers are not part of an extension and are priced separately. Prices are in clause 29.

International calling

International calls are charged per minute, billed per second with no connection fee. The rates are published at Cloud PBX international rates. All charges exclude VAT.

Numbers and porting

No number is included with an extension. Every UK number is charged separately, per number, per month, at the rates in clause 29, and you choose which extension, ring group or IVR each one rings. An extension can make and take internal and outbound calls without a number of its own. You may port existing UK landline and VoIP numbers to us, which typically takes 7 to 10 working days.

Setup

Setup fees may apply and will be confirmed in your Order Confirmation. TISA provides UK support for the initial configuration.

What it needs from your internet

Cloud PBX requires a stable broadband connection, with a minimum of 100 kbps for each concurrent call. Call quality depends on your internet connection. We are not responsible for problems caused by inadequate connectivity.

Call recording

Call recording is available and storage tiers are in clause 29. You are responsible for compliance with recording law, including informing callers and obtaining consent where it is required. We provide the capability and accept no liability for your compliance.

Emergency calls, and the limits of VoIP

Where Cloud PBX is used with a Pocket Office SIM, emergency calls go over the mobile network rather than VoIP. Those calls provide standard location information and are not subject to the VoIP limitations above.

Business SIM plans

What the service is

5G SIM only mobile plans with unlimited UK calls and texts, EU roaming, 5G speeds up to 250 Mbps, call forwarding, spam protection and Fleet Management. Prices are in the price guide and on Business SIM plans, and are read from the same rate card as your invoice.

Fleet Management

Your account includes dashboard access for managing every SIM, setting a spend cap on each SIM, monitoring usage in real time, ordering, activating and suspending SIMs, and generating reports.

Fair usage

• Unlimited data is subject to a fair use limit of 500 GB a month for each SIM.
• Unlimited calls are for normal business patterns. Automated dialling and resale are prohibited.
• Roaming in Zone 1 is included up to 25% of your UK data allowance. See clause 10.

International calling

International calls are charged per minute to more than 200 destinations. The rates are published at business international rates. Charges exclude VAT.

Delivery and activation

SIMs are dispatched by tracked delivery. Orders placed before 14:00 are activated the same day. We may need to verify the identity of the Account Administrator.

Pocket Office SIM

What the service is

The Pocket Office SIM is a Fixed Mobile Convergence SIM. It turns a compatible mobile into a full Cloud PBX extension, so the office number rings on the mobile and outgoing calls present the business identity, with the PBX feature set behind it: IVR, call recording, voicemail to email and portal access. No app is required. Prices are in the price guide and on the Pocket Office SIM page.

What is included

A full PBX extension, the office number as caller ID, call recording, IVR, voicemail to email, portal access, the mobile and desktop apps, 5G data where the plan includes it, and emergency calls to 999 and 112 over the mobile network.

How it works with Cloud PBX

Pocket Office SIMs integrate with Cloud PBX. The extensions appear in your management portal alongside desk based extensions and take part in ring groups and call flows. A Pocket Office SIM can also run on its own without a separate Cloud PBX subscription.

Roaming

Roaming is the same as a Business SIM. See clause 10.

Business broadband

What the service is

Business grade full fibre delivered over the Openreach network, which we buy wholesale from BT and support ourselves. Your contract is with TISA. You do not have a contract with BT or Openreach and you should not contact them directly about your service.

Every plan includes one static IP address, a pre configured business router and a 48 hour repair target with engineers attending Monday to Saturday. There is no usage cap and no traffic limit.

There is no phone line, and your existing one will usually stop

This is a data only service. There is no dial tone, no phone number attached to it and no line rental to pay. That is why the monthly price you see is the whole monthly price.

An internet based phone service, including ours, will not work during a power cut or if your broadband is down, and it may not reliably give your location to the emergency services. Always keep a mobile available for emergency calls.

Speeds

Advertised speeds are the maximum the product supports. What you actually get depends on the line serving your premises, so before you commit we give you a minimum guaranteed download speed for your specific address.

Speeds are measured at the router over a wired connection. Wi-Fi performance depends on your premises, your devices and how many things are connected, and is not part of the guarantee.

Installation and site surveys

Installation is £149.99 where a new line is required, and free where you are switching an existing full fibre service to us. The monthly price is the same either way.

A standard engineering visit covers running the external cable to the nearest suitable entry point, up to 10 metres of internal cabling beyond that point, fitting the fibre socket, and connecting one device.

Openreach classify every address and decide the level of visit it requires. Some premises need more internal cabling, a longer external run, or work across multiple floors. Where that applies the uplifts in clause 29 are payable on top of the installation charge.

Where work goes beyond 100 metres, or needs new ducting, trunking, additional wall drilling or fire stopping, Openreach raise an Excess Construction Charge. Those are quoted individually and always confirmed with you in writing before any work starts. You are responsible for giving us accurate address and access details, and for making sure someone aged 18 or over is present for the appointment.

Your router and equipment

We supply a pre configured business router free of charge with every new connection. It remains our property until you complete your minimum term, at which point it is yours to keep. If you end your contract early you may either return it to us in working order within 14 days or pay £79.99 for it.

You are welcome to use your own router instead. If you do, we support the service up to the fibre socket, but we cannot diagnose problems inside equipment we did not supply, and any engineer charge arising from a fault in your own equipment is payable by you. The fibre socket fitted at your premises belongs to Openreach: please do not move, remove or disconnect it.

Engineer visits and fault charges

Reporting a fault is always free, and so is any engineer visit needed to fix a fault on the network. Charges only arise where a visit turns out not to be a network fault, or where a visit cannot go ahead. The amounts are in clause 29.

Charges that arrive late

Openreach can raise a charge for work carried out at your premises up to 12 months after the event. Where that happens we invoice it when we receive it, with an explanation of what it relates to and the date of the visit. This continues after your contract ends, for work carried out while you were a customer. We are billed for these long after the visit and have no way to prevent it, so we would rather tell you the possibility exists than surprise you months later. In practice it is uncommon.

Repair targets and support

You can report a fault 24 hours a day, every day of the year. What changes between service levels is the repair target and when an engineer attends.

Priority Repair and Critical Repair are paid monthly options and are not included in the plan price. Repair targets are objectives rather than guarantees, exclude time where we are waiting on you for access or information, and are not a service credit scheme.

Minimum term and leaving early

The standard minimum term is 24 months from the day your service goes live. Twelve months is available on request. After the minimum term the service continues monthly and you can end it on 30 days notice.

If you leave during the minimum term an early termination charge applies, made up of the monthly charge for each remaining month of your term, any part of your installation cost we have not yet recovered, and a cessation charge of £54.99.

No early termination charge applies where we fail to deliver your minimum guaranteed speed and do not put it right within 30 days of you reporting it, where we make a change to your terms that is materially to your disadvantage and you tell us within 30 days, or where you switch to another provider on the same network who takes the line over rather than ceasing it.

Cancelling, moving and changing speed

You can cancel a new order free of charge at any point before the network operator has committed engineering resource to it, and we will always tell you when that point is approaching. After that point the charges in clause 29 apply to cancelling, to amending an order already in progress, and to bringing an installation date forward.

A broadband service cannot be transferred between addresses. If you move, the service at the old premises is ended and a new one is installed at the new address: a new installation charge, a new minimum term, and an early termination charge on the old service if you are still inside its term. Tell us before you commit to a new term and we can often line the two up so you are not paying both at once.

You can move to a faster plan at any time for £19.99, which starts a new minimum term at the new price. Moving to a slower plan is not possible during the minimum term; once it has ended you can move down on 30 days notice.

Fair use, and services that depend on your broadband

There is no data cap and no download limit. We ask only that the service is used lawfully and is not used to send unsolicited bulk email, to host content you have no right to distribute, to attack or scan other networks, or in any way that materially degrades the service for other customers. It is provided for use at the premises named on your order, and is not for resale or for sharing with a separate business at a different address without our agreement.

If you also buy a service from us that needs working broadband, such as Cloud PBX, and we fail to deliver your minimum guaranteed speed and do not put it right within 30 days of you reporting it, you may end those dependent services at the same time without an early termination charge on them. That applies to a failure of the broadband service itself, not where the dependent service is unavailable for a separate reason, or where the problem is caused by your own equipment, your internal network or a power failure at your premises.

Suspension, liability and planned work

We may suspend the service where payment is overdue and remains unpaid after we have asked for it, where the service is being used in breach of the fair use position above, or where the network operator requires it for emergency maintenance or safety. We provide the service with reasonable skill and care. Our liability for broadband is limited as set out in clause 17. Occasional planned maintenance is necessary; we give notice where we can and schedule it outside normal working hours wherever possible.

Broadband is sold to businesses for business use, so consumer rights including the statutory cooling off period for consumer contracts do not apply to it. If you are a sole trader or a very small business buying mainly for personal use, tell us before ordering and we will advise whether a consumer product suits you better.

Business messaging

What the service is

A business messaging platform with a branded Sender ID, personalised and scheduled sending, real time tracking, analytics and a REST API. Bundle prices are published at SMS pricing. Credit is prepaid and does not expire. Postpaid terms are available to high volume customers.

Sender ID

An alphanumeric Sender ID of up to 11 characters. It must comply with Ofcom regulation and must not impersonate another organisation. We may reject or withdraw a Sender ID that is misleading or non compliant.

Your compliance obligations

You are solely responsible for complying with:

• The Privacy and Electronic Communications Regulations 2003 (PECR)
• UK GDPR and the Data Protection Act 2018
• Ofcom guidance on promotional messaging
• The Committee of Advertising Practice (CAP) Code
• Telephone Preference Service regulations

You must obtain valid consent before sending marketing messages, give a clear opt out in every marketing message, keep records of consent, and honour an opt out within 28 days.

Prohibited content

• Fraudulent, deceptive or misleading messages
• Promotion of illegal goods or activities
• Malware, phishing or malicious links
• Spam or unsolicited messages sent without consent
• Impersonation of any person, business or government body
• Harassing, threatening, defamatory or obscene content
• Content that infringes third party intellectual property

Breach may result in immediate suspension and the forfeiture of unused credit.

Delivery and the API

We target 98% delivery to UK mobile numbers, and messages typically deliver within three seconds. Delivery depends on the recipient network. We do not guarantee delivery to numbers that are disconnected, out of coverage or blocking messages. A REST API is available and documentation is provided on request. You are responsible for the security of your API credentials and for every message sent through them. Rate limits may apply.

Refunds

Prepaid message credit is non refundable once messages have been sent. On a first purchase where no messages have been sent, tell us within 14 days of buying it and we will refund it. This is our own commitment, not a statutory cooling off right: see clause 8.

Your account, and who this agreement is with

TISA Business is the business division of TISA, operated by 9Eons Limited, registered in England and Wales, company number 06393882, VAT number GB 920 145 856, registered at Luminous House, 300 South Row, Milton Keynes, MK9 2FR, United Kingdom.

By ordering, activating or using any TISA Business service you confirm that you have authority to bind your business and that you agree to these terms.

Who can hold an account

TISA Business services are available to registered businesses, sole traders, partnerships and commercial entities in the United Kingdom. The person registering must have legal authority to contract on behalf of the business and must be at least 18. You must give accurate business details, including company name, registered address, company registration number and VAT number where they apply, and Account Administrator contact details. We may verify your business identity and may refuse registration if verification fails or we suspect fraud.

Administrators and users

You are responsible for managing your Account Administrators and Authorised Users. All activity under your business account is your responsibility.

The networks behind the service

Mobile SIM services run on the EE network. Cloud PBX runs over VoIP on your own internet connection. We are not responsible for EE outages or for your connectivity.

Contract Summary

In accordance with Ofcom General Condition C1, qualifying business customers, meaning micro enterprises with 10 employees or fewer and turnover or balance sheet under 2 million pounds, small enterprises and not for profit customers, will receive a Contract Summary before entering a contract. Your express consent is obtained after you have received it.

Billing and payment

How billing works

Cloud PBX and SIM plans. The first month is paid at the point of order. Later months are billed in arrears with an itemised invoice. Messaging. Credit is prepaid, with postpaid terms available to qualifying customers. All business prices exclude VAT unless stated otherwise, and VAT is shown as a separate line.

Payment methods

We accept debit and credit cards, and BACS transfer on invoiced accounts. Invoices are payable within 30 days unless different terms are agreed in writing.

Late payment

• Invoices more than 30 days overdue carry interest at the rate set by the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate, together with the statutory compensation that Act allows.
• We may suspend services on 7 days written notice where payment is outstanding beyond 30 days.
• A reconnection fee may apply after a suspension for non payment.
• Unpaid debts may be referred for collection and you are liable for reasonable recovery costs.

Billing disputes

Raise a dispute within 60 days of the invoice date. Undisputed amounts remain payable while a dispute is open. We aim to resolve within 14 working days.

Metering and billing accuracy

We maintain systems and controls designed to ensure charges are accurate and comply with the billing requirements applicable to our services under Ofcom’s General Conditions.

Term, cancellation and leaving

Contract length

Cloud PBX extensions are available on a 24 month term, a 12 month term or a 30 day rolling term. Business SIM, Pocket Office SIM and Business Broadband are 12 or 24 months.

A minimum term runs from the date service is activated. After it the service continues on a monthly basis unless it is renewed or cancelled, and we send a reminder 30 days before the term expires.

A 30 day rolling extension has no minimum term. You can cancel it whenever you choose and there is no early termination charge, because there is no remaining term to pay.

Cooling off

These are business to business contracts, so the statutory cooling off period in the Consumer Contracts Regulations 2013 does not apply to them, whatever the size of your business. That includes sole traders and micro businesses buying for business use. Where we offer a voluntary cancellation window or a trial, it is stated in your Contract Summary and Order Confirmation before you commit, and any usage in that period is charged pro rata.

End of contract notifications

Qualifying business customers, meaning micro enterprises, small enterprises and not for profit customers, receive End of Contract Notifications between 10 and 40 days before the contract expires, including the tariffs available and switching information, as Ofcom requires.

Leaving early

If you end a Cloud PBX, Business SIM or Pocket Office SIM contract before the minimum term, the early termination charge is the remaining monthly charges: for Cloud PBX, the monthly charge for each extension multiplied by the months remaining; for a Business SIM or a Pocket Office SIM, the monthly bundle charge multiplied by the months remaining, for each SIM. Nothing further is charged on those services.

Broadband is charged differently, and clause 4 governs it. Leaving a broadband contract early costs the remaining monthly charges, any part of the installation cost we have not yet recovered, and a cessation charge of £54.99. That is because we commit to the network operator for the full term and pay the installation cost up front. Clause 4 sets out the three cases where none of it is payable.

On any service, no early termination charge is payable if you are leaving because we have applied an increase your contract terms do not cover, as clause 9 describes, or because of a material breach by us that we have not put right after written notice.

Termination by us

We may suspend or terminate immediately if you are in material breach and do not put it right within 14 days of written notice, if you use the services for an illegal or prohibited purpose, if you enter administration, liquidation, receivership or insolvency, or if payment is outstanding beyond 60 days. On termination all outstanding charges become immediately payable, and a 30 day period applies for you to retrieve your data.

Taking your mobile number with you

Text PAC from the number you want to move to 65075. We reply, where possible within 60 seconds, with your PAC and your Switching Information, which includes any outstanding charges, the remaining contract term and the financial implications of leaving. A PAC is valid for 30 days. If you want to leave without keeping the number, text STAC instead. Issuing a PAC or a STAC is free and we do not charge to port a mobile number out. Porting a UK landline, 03 or freephone number, or an inbound number in another country, is charged per porting request at the rates in clause 29, whether it is coming to us or leaving us. Your new provider manages the switch, so you do not need to contact us separately to cancel. Porting completes within one business day of the porting request, as Ofcom requires. Your TISA billing stops on the day the number moves, so you are not billed twice for the same period. Any remaining prepaid credit or unused allowance is forfeited on porting unless your Contract Summary says otherwise. Outstanding charges and any early termination charge remain payable.

Keeping your Cloud PBX numbers

You may port UK numbers away before termination. Numbers that are not ported within 30 days of termination are released back to the pool and may be reassigned.

Price changes

Contracts entered into from 17 January 2025

In compliance with Ofcom General Condition C1 as amended on 17 January 2025, any in contract price adjustment for qualifying business customers, meaning micro enterprises, small enterprises and not for profit customers, is stated in pounds and pence in your Contract Summary and Order Confirmation at the point of sale.

For business customers outside the scope of that protection, an annual adjustment is calculated from the UK Consumer Price Index published in January of that year plus 3.9 percentage points, and applied on 1 April. The amount is communicated at least 30 days in advance.

No mid contract surprises

There are no mid contract price increases beyond the annual review or the amounts specified at the point of sale. If we ever need to apply an increase that your contract terms do not cover, we will give at least 30 days notice and you may leave without penalty.

Roaming, on Business SIM and Pocket Office SIM

Zones

• Zone 1, the EU and EEA. Included, up to 25% of your UK data allowance. See the countries.
• Zones 2 and 3. A daily pass is available. See the countries and the pass.
• Zones 4 and 5. A daily pass is available. See the countries and the pass.

The rates for every destination are published on business roaming, which reads them from the same source as your bill.

Fair usage

Roaming is for short term business travel, up to 30 continuous days. Permanent or habitual roaming is not permitted.

Emergency calls

Emergency calls, to local emergency numbers and to 112, are always available while roaming, even with no credit.

Notifications and barring

When an Authorised User arrives in a new country an automatic message is sent with the applicable roaming charges, the fair use limits, the spending cap and where to find the full rates. We take reasonable steps to protect against inadvertent roaming in border areas. An Account Administrator can bar roaming on any individual SIM through Fleet Management or by contacting Business Support.

Service levels, support and complaints

Availability

We target 99.99% uptime for Cloud PBX, excluding planned maintenance and force majeure. This is a target, not a guarantee. Financial service credits are available only where a separate written agreement provides for them.

Planned maintenance

Typically between 01:00 and 05:00 UK time on weekdays, with 48 hours notice. Emergency maintenance may happen without notice.

Support

Telephone 01908 737 500, WhatsApp +44 753 693 9500, email [email protected]. Monday to Friday, 09:30 to 17:00, closed on UK bank holidays. We aim to respond within 4 working hours. A total outage is escalated immediately.

Complaints

Contact us first. We acknowledge a complaint within 48 hours and aim to resolve it within 6 weeks. If it is unresolved after 6 weeks, or if we reach deadlock sooner, we issue a Deadlock Letter. Qualifying business customers, meaning micro enterprises, small enterprises and not for profit customers, may then take the complaint to CISAS for free alternative dispute resolution. Other businesses may pursue the matter through the courts.

You must refer a complaint to CISAS within 12 months of the dispute arising, or within 9 months of receiving a Deadlock Letter, whichever is earlier. The ADR decision binds TISA if you accept it.

Acceptable use

You and your Authorised Users must not use TISA Business services for:

• Any illegal, fraudulent or abusive activity
• Spam, phishing or unsolicited bulk communications, other than through business messaging with valid consent
• Use of SIMs in routers, gateways or SIM banks, or for resale
• Bypassing network controls, manipulating traffic, or automated usage
• Nuisance, silent or abandoned calls
• Damaging or degrading our network or another customer service
• Telemarketing that does not comply with Ofcom and ICO rules

You are responsible for the usage of every Authorised User. Breach may result in throttling, suspension or termination.

Data protection

Who is the controller

For business messaging and any service where you provide us with recipient data, you are the data controller and TISA is the data processor. You must have a lawful basis, including consent where it is required, to share that data with us. For account management, billing and service delivery, TISA is the data controller.

Lawful basis

We process business data for the performance of the contract, to meet legal obligations including those under Ofcom rules, tax law and the Investigatory Powers Act, for our legitimate interests in fraud prevention and network security, and with consent for marketing.

Where data is held

Data is held primarily in the UK and the EEA. Where it is transferred outside, we use UK Standard Contractual Clauses, an adequacy decision, or binding corporate rules.

Breach notification

We notify the ICO within 72 hours of becoming aware of a breach that poses a risk to rights and freedoms. Where a breach is high risk to you we notify you directly without undue delay. Where we act as your processor, we notify you within 48 hours of becoming aware of a breach affecting your data.

Sub processors and the DPA

Where we act as your processor we may engage sub processors, for example message delivery partners and infrastructure providers. We keep an up to date list of sub processors, available on request, and impose equivalent data protection obligations on all of them. A Data Processing Agreement governs that processing, is available on request, and forms part of these terms. It includes audit rights so that you or your representative can verify our compliance, on reasonable notice and subject to confidentiality.

Your obligations

• Obtaining and maintaining valid consent for the data you share with us
• Complying with data protection law
• Making sure your Authorised Users comply with it too
• Telling us promptly about any breach involving data processed through our services
• Honouring data subject requests relating to data processed through TISA

Retention and deletion

Business data is kept for 24 months after the contract ends unless the law requires longer. On termination you have 30 days to retrieve your data, after which it is securely deleted.

Lawful interception

We may be required to intercept communications or retain communications data under lawful authority under the Investigatory Powers Act 2016. We maintain lawful interception capability as required by law and comply with valid warrants, retention notices and lawful requests from law enforcement and the security services. We are prohibited by law from disclosing the existence of a specific warrant or notice.

Marketing

In compliance with PECR we send marketing only where you have opted in. You can opt out at any time by contacting Business Support, replying STOP to a marketing message, or using the unsubscribe link in a marketing email. Opting out does not affect essential service communications.

Your rights

You have the rights given by UK GDPR: access, rectification, erasure, restriction, objection and portability. Write to [email protected] and we respond within 30 days. The full detail is in the business privacy policy.

Numbers and caller ID

Telephone numbers are allocated by Ofcom and remain Ofcom property. You are granted a licence to use the numbers allocated to you for the duration of your contract, and they must be used in line with Ofcom numbering guidance. On termination, numbers that are not ported are returned to the pool.

In compliance with Ofcom General Condition C6 we present valid caller line identification on all calls. We do not permit invalid, spoofed or misleading CLI. A Cloud PBX extension presents its assigned UK number. Misuse may result in suspension and a report to the regulator.

SIM locking

In compliance with Ofcom General Condition C1.9, every TISA Business SIM and Pocket Office SIM is supplied unlocked.

Intellectual property

All intellectual property in the TISA brand, the Cloud PBX platform, the portal, the applications, the messaging dashboard, the API and related content is owned by or licensed to 9Eons Limited. You receive a limited, non exclusive, non transferable licence to use it for your own internal business purposes during your contract. You must not copy, modify, reverse engineer or create derivative works.

Liability

Our total aggregate liability for all claims in any 12 month period will not exceed the total charges you paid in the 12 months before the claim.

We are not liable for indirect, incidental, special, consequential or punitive loss, including loss of profit, revenue, savings, business, contracts, opportunity, data, goodwill, reputation or wasted management time.

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded under English law.

Indemnity

You indemnify TISA against claims, liabilities, damages and costs, including legal fees, arising from a breach of these terms or of the law, from content you transmit through business messaging, from fraudulent or illegal use of your business account, from third party claims arising out of your use or misuse of the services, and from your failure to comply with data protection law. This clause survives termination.

Confidentiality

Each party keeps confidential the information it receives from the other that is marked confidential or would reasonably be understood to be, including pricing, technical specifications, customer data, business plans and account details. Disclosure is permitted only to employees, agents and contractors under equivalent obligations, where the law requires it, or with prior written consent. This obligation survives termination for two years.

Anti-bribery and corruption

Both parties comply with the Bribery Act 2010 and all applicable anti corruption law. Neither party will offer, promise, give or accept a bribe, a facilitation payment or any other improper advantage in connection with these terms. You will maintain adequate procedures to prevent bribery by your employees, agents and subcontractors. Breach of this clause is a material breach and entitles the other party to terminate immediately.

Business continuity

We maintain business continuity and disaster recovery plans for the Cloud PBX platform and the core infrastructure. They are reviewed annually and tested periodically. If service is disrupted we activate recovery procedures and provide status updates through our support channels. Our objective is to restore core services within 4 hours of a critical incident, which is a target rather than a guarantee.

On termination or expiry we provide reasonable transition assistance for 30 days, including continued access to download call recordings, reports and configuration data. Extended transition support may be available at our professional services rates.

Network security and net neutrality

Network security

In compliance with the Telecommunications (Security) Act 2021 and the Electronic Communications (Security Measures) Regulations 2022, we take appropriate measures to protect our network, our services and your data. That includes protecting stored data, securing critical functions, monitoring for threats and managing supply chain risk in line with the Telecommunications Security Code of Practice. If there is a security incident we notify Ofcom as required and, where it is likely to affect you adversely, we notify you directly. We may act immediately to protect the network against a threat, including making temporary changes to the service.

Open internet

In compliance with the Open Internet Access Regulation, retained EU Regulation 2015/2120, we treat all internet traffic equally. We do not block, throttle or discriminate against lawful content, applications or services, except where it is necessary for legal compliance, network integrity, temporary congestion management or emergency response. Any traffic management we apply is reasonable, transparent, non discriminatory and not commercially motivated.

Rights of qualifying businesses

Where the Consumer Rights Act 2015 applies to your business, which covers sole traders and micro businesses, our services are provided with reasonable care and skill, within a reasonable time and at a reasonable price. You have the right to repeat performance, meaning that if the service does not conform to the contract you may require us to perform it again at no additional cost, and the right to a price reduction, meaning that if repeat performance is impossible or is not carried out within a reasonable time you are entitled to a reduction of up to the full amount.

For larger businesses outside the Act, remedies are governed by these terms, by any separate service level agreement, and by general contract law.

Force majeure

Neither party is liable for a failure or delay caused by events beyond its reasonable control, including natural disasters, pandemics, war, terrorism, strikes, power outages, network failures, government orders and cyberattacks. The affected party notifies the other promptly and uses reasonable efforts to mitigate. If the event continues for 90 or more consecutive days, either party may terminate the affected services without an early termination charge.

Changes to these terms

We may update these terms on at least 30 days written notice to your Account Administrator. If a change materially and negatively affects your services, beyond the annual price adjustment described in clause 9, you may terminate without penalty within 30 days of the notice. Continued use after that period constitutes acceptance. This version is effective from 8 September 2026.

Governing law and regulatory compliance

These terms are governed by English law and the courts of England and Wales have exclusive jurisdiction.

TISA complies with:

• The Ofcom General Conditions of Entitlement, including C1, C3, C5, C6, C7, C8, A3, A4, B1 and B3
• The Communications Act 2003
• The Telecommunications (Security) Act 2021 and the Electronic Communications (Security Measures) Regulations 2022
• The Data Protection Act 2018 and UK GDPR, and the Data (Use and Access) Act 2025
• The Privacy and Electronic Communications Regulations 2003
• The Open Internet Access Regulation, retained EU Regulation 2015/2120
• The Late Payment of Commercial Debts (Interest) Act 1998
• The Bribery Act 2010
• The Electronic Communications Code
• The Investigatory Powers Act 2016
• The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, where they apply
• The Equality Act 2010

General

Severability

If any provision is found to be invalid it will be modified to the minimum extent necessary, or treated as deleted. Every remaining provision continues in full force.

Entire agreement

These terms, together with our privacy policy, the price guide, your Contract Summary where one applies, your Order Confirmation, any signed service level agreement and any Data Processing Agreement, are the entire agreement between us and supersede all prior agreements.

Third party rights

No third party has rights under the Contracts (Rights of Third Parties) Act 1999, except that 9Eons Limited and its affiliates may enforce their own rights.

Waiver

A failure or delay in exercising a right is not a waiver of it. A waiver must be in writing and signed by an authorised representative.

Notices

Notices from us are sent by email to the Account Administrator or by recorded delivery post. Notices from you should be emailed to [email protected]. An email notice is treated as received the same business day if sent before 17:00, otherwise the next business day. Post is treated as received on the second business day after posting.

Assignment

You may not assign this agreement without our prior written consent, which will not be unreasonably withheld. We may assign it to an affiliate, a successor or a third party provided the quality of service is maintained, on 30 days notice.

Definitions

Account

Your TISA Business account, used to manage services, users, SIMs and billing.

Account Administrator

The individual or individuals designated to manage the business account.

Authorised User

Any individual authorised to use the services under the business account.

Bundle

The allowance of voice, messages and data included with a SIM plan.

Charges

All prices, fees and tariffs set out in the price guide, in clause 29 or in your Order Confirmation.

Cloud PBX

The TISA cloud hosted private branch exchange.

Contract Summary

The one page summary given to qualifying customers before a contract is formed.

Extension

A virtual telephone line assigned to a user within Cloud PBX.

Fleet Management

The dashboard for managing multiple Business SIMs.

FMC

Fixed Mobile Convergence.

IVR

Interactive Voice Response, an automated phone menu.

Order Confirmation

Our written confirmation of services, pricing, quantities and terms.

PAC

Porting Authorisation Code, used to move a mobile number and keep it.

Pocket Office SIM

The TISA FMC SIM, which carries a full PBX extension.

Ring Group

Extensions configured to ring at the same time or one after another.

Sender ID

The alphanumeric name shown to the recipient of a business message.

SIP Trunk

A virtual line connecting Cloud PBX to the public telephone network.

STAC

Service Termination Authorisation Code, used to leave without keeping the number.

VoIP

Voice over Internet Protocol.

Schedule of charges

Every figure below is read from the live rate card at the moment this page is loaded. Nothing here is typed by hand, so this schedule and your invoice cannot disagree. All figures exclude VAT.

Cloud PBX extension licences

Charged for each extension, each month. A Pay As You Go licence excludes call charges, which are billed on usage.

Business numbers

SIP trunks

Unlimited UK calls are included with every trunk bundle. Trunks are ordered through us rather than through the online builder.

Call recording storage

1 GB is included on every account at no charge. The tiers below extend how much is stored and how long it is kept.

Number porting and integration

These porting charges apply to UK landline, 03 and freephone numbers, and to inbound numbers in other countries. Moving a mobile number, on a Business SIM or a Pocket Office SIM, is free in either direction. Two hours of custom CRM integration are included with every account. Outbound porting is charged for each line, so a multi line port is the single line charge multiplied by the number of lines.

Business broadband

Every charge that can arise on a broadband service, in one place.

Monthly broadband plan prices are on the broadband page and in the price guide. Excess Construction Charges, where work goes beyond 100 metres or needs new ducting, are quoted individually and confirmed in writing before any work starts.

TISA Business is a service of 9Eons Limited, registered in England and Wales, company 06393882, incorporated 9 October 2007, VAT GB 920 145 856, at Luminous House, 300 South Row, Milton Keynes, MK9 2FR. Questions about anything on this page: 01908 737 500 or [email protected]. See also the business privacy policy and the business cookie policy.