1 MTN SIP Trunk Service Description MTN SIP Trunk, is a telephony solution, delivered to a customer using a combination of IP technologies to provide access to the MTN Business voice network. Security is provided at the boundary by means of a SIP-aware Firewall, plus Call Admission Control (CAC) and Multiprotocol Label Switching (MPLS) connectivity ensure high quality voice connections. MTN SIP Trunk is provided independently of the connectivity. We do this to enable fit-for-purpose solutions. MTN SIP Trunk has variations depending on the connectivity that is used and the features that are required. The connectivity variations for MTN SIP Trunk is Best- Effort and Premium. SIP Trunk Best-Effort is any SIP Trunk over ADSL or satellite regardless of whether the service is over the Internet or a MPLS VPN. The grey lines in the figure alongside are Best-Effort SIP Trunks. SIP Trunk Premium is any SIP Trunk that uses reliable connectivity such as Fibre, Diginet or BroadLink that is routed via a voice capable MPLS VPN. The purple lines in the figure along side is Premium SIP Trunks We will provide Best-Effort and Premium SIP Trunks to you even if you have taken an MPLS VPN from our competitors. It is our mission to provide you with the best voice service hence it is our preference to provide the connectivity and SIP Trunk where possible. The MTN SIP Trunk has also been designed to provide different levels of functionality. We provide a Basic SIP Trunk and an Advanced SIP Trunk. The Basic SIP Trunk is similar to a PRI or a SIP Trunk that is currently provided in the industry. An Advanced SIP Trunk introduces user and core features which are not available on most SIP Trunk products. With our Advanced SIP Trunk, you will be able to make video calls and high definition voice calls. With our Advanced SIP Trunk you can add additional per user features such as UniPresence for nominated extensions. These are Value Adds which supplements the Advanced SIP Trunk. These Value Adds cannot be added to a Basic SIP Trunk. With MTN SIP Trunk, you don t need a Hosted PBX service to get Hosted PBX functionality. This is great for PBXes that are not quite ready to be retired but an organization that wants cutting edge capabilities. The table below illustrates the features that MTN SIP Trunk has. The description of these features can be provided upon request.
2 Feature capability Connectivity options Premium Best Effort Basic Geographic number or 087 numbers Make and receive voice/fax calls. Send & Receive CLI CLI Delivery blocking Outbound call screening Call forwarding Advanced Simple features above SIP Connect compliant Account/Authorisation codes Custom ringtone Inbound call screening Instant Conference Video calling HD Voice Advanced Call forwarding Value Adds UniPresence Hosted PBX Business Click-to-call Hosted PBX Voice recording Standard Unified Voic Business Continuity Hosted PBX Premium Network-based Music-on-hold Network-based Auto Attendant Receptionist Call Centre Remote Worker Sequential dialing It is also important to mention that the Basic and Advanced SIP Trunk are subsets of the Best-Effort and Premium. The resultant naming convention is: MTN SIP Trunk Best-Effort Basic MTN SIP Trunk Best-Effort Premium MTN SIP Trunk Premium Basic MTN SIP Trunk Premium Advanced Key terms specific to MTN SIP Trunk SIP Trunk rules o A SIP Trunk cannot have less than 5 channels o The customer must ensure sufficient bandwidth to cater for the number of channels requested (as advised by MTN) o The customer must purchase sufficient MPLS bandwidth on the MTN Business network based on the number of concurrent calls requested. o The customer is charged the on-net call rate if the customer does not pay for MTN Business MPLS bandwidth to carry the voice traffic. o The SIP Trunk is a month-on-month contract
3 o SIP Trunk over a contended connectivity must be offered as a Best Effort SIP Trunk. o Customer must either choose a Basic SIP Trunk or an Advanced SIP Trunk. o Value Adds can only be added to an Advanced SIP Trunk. Codec o MTN Business will accept G.729a, G.722, T.38, H.264 and H.263 calls. MTN Business will accept G.711 fall back for T.38 calls. o HD voice and video calls will not be routed outside of our network. o HD Voice and Video calls are dependent on the type of end-point used. o The customer must purchase Advanced SIP Trunk to route Video and HD Voice through the MTN Business network. Access o The customer can use any connectivity mechanism which MTN Business provides but MTN Business cannot guarantee voice quality in all cases. Traffic pricing o Please refer to the MTN SIP Trunk pricing sheet. Media o Customer must provide Music-on-hold or Custom Ring back media. o Both media must have the following characteristics not exceed 120 seconds in length encoded as 8 bit A-law and mono not stereo o Customer takes responsibility to ensure that no digital rights are being infringed by using the media. o Customer will pay for all licenses associated with the media and provide proof of such payments. Business Continuity o Each SIP trunk used for business continuity is charged for separately and in addition to the primary SIP trunk. o Load balancing is provided for inbound calls as per the user-defined load split. o Load balancing for outbound traffic must be applied at the on-premise equipment such as a PBX, Enterprise SBC or a Gateway o Business continuity to a DR site All incoming calls can be forwarded from the initial SIP Trunk to the DR SIP Trunk. The customer must purchase MPLS VPN Ports for each SIP Trunk else they will be charged the on-net rate for every call that is forwarded. The flat fee for on-net calls cannot be used for Business Continuity. Multi-Area Routing o The customer can request multi-area routing for SIP trunk as long as they take responsibility to ensure that the geographic number will remain within the geographic area as determined by the E.164 number and ICASA regulations. o MTN Business reserves the right to terminate the multi-area routing solution if the customer is deemed to utilize the service in a manner that contravenes the ICASA regulations. o MTN Business cannot guarantee the proper functioning of emergency numbers as the customer controls the allocation of the geographic number. o The customer must pass the full caller line identity for outbound calls. CLI can be private number but must not be empty. Enterprise SBC will be provided upon request only. The SBC is charged for separately. 08xx business rules o Customer can route their inbound 08xx traffic to MTN Business PRIs under the following conditions Customer wants to retain their 08xx number Inbound traffic does not exceed 10 concurrent inbound calls o Customer must purchase a SIP Trunk or Hosted PBX service for 08xx routing
4 o Customer can add Auto-Attendant and other optional value adds to this service o Customers with more than 10 concurrent inbound calls Routing options Customer can move their PRI to MTN Business data centre (data centre costs will apply) or Customer can install a gateway on-site that will re-route traffic to the required extension (underlying bandwidth to be provisioned) o If the customer is moving the their PRI to MTN Business data centre then the customer can temporarily use MTN Business PRIs if there is sufficient capacity o Customer must inform MTN Business 2 week in advance if they are expecting additional inbound traffic that exceed the original estimated concurrency o Responsibilities Customer must perform the change to the trigger number MTN Business will provide the trigger number to the customer and will be responsible for routing the traffic. MTN Business will provide the gateway and management of the device Malicious use of PABX system o MTN Business will not pass any credits to your account, due to calls generated as a result of a breach in your PABX system. It is the customer s responsibility to ensure that their PBX network is adequately protected. The customer can cancel the voice service with 30 days notice. Terms and Conditions Words and phrases defined in the Service Description shall have the same meaning in this Service Order. 1. MTN Voice over IP Service a. MTN Business agrees to provide the Customer with the Service. For MTN Business provided SIP Trunking services, the Customer and MTN Business shall enter into a Customer Proposal which shall be incorporated herein by reference. b. Resale of the Service is not permitted unless specified in the terms of the applicable Master Agreement. 2. Activation of Service a. Subject to paragraph 2.2, the Service Activation Date shall be (i) the date of delivery of the Ready for Service Notification or, (ii) if earlier, where no Ready for Service Notification is received by the Customer, the first date that voice calls can be made or received at the Customer Site. b. In relation to the MTN Business provided SIP Trunk service the Service Activation Date shall be (i) for purchase of the Service equipment from MTN Business (which shall then become Customer Equipment upon the Service Activation Date), the date on which MTN Business confirms to the Customer that the equipment has been delivered to the Customer Site, or, if earlier, where no confirmation is received by the Customer, no later than 5 Business Days following the date of delivery; and/or (ii) for the SIP Trunk Service, the date of delivery of a Ready for Service Notification or, if earlier or where Ready for Service Notification is not received by the Customer the date on which the Customer first uses the IPPBX Service. c. In relation to any Professional Services, the Service Activation Date shall be the date on which such Professional Services are completed in accordance with the Customer Proposal.
5 3. Termination a. If the SIP Trunk service is terminated by the Customer, or MTN Business terminates the SIP Trunk service as a result of Customer's breach, this Service will automatically terminate and the Customer will be liable for any applicable early termination charges as detailed in the Master Agreement. b. For the avoidance of doubt, if the IP Service is terminated for any other reason, this Service will NOT automatically terminate. 4. Charges a. Charges shall be as set out in this Service Order and/or in the applicable Customer Proposal. b. The SIP trunk is priced separately from the underlying IP Connectivity and last mile access. c. If a customer only wants a SIP trunk at a single site then they will not be charged for the VPN port but will be charged for last mile access and the SIP Trunk (Basic/Advanced). In this scenario, the customer will not be able to aggregate voice on the MTN Business network from multiple sites. d. MTN Business may amend Call Termination Charges on 30 days written notice to the Customer. e. For SIP Trunk Service the invoices may include the following: i. Installation Charges or configuration Charges as detailed in the Customer Proposal which may be invoiced on or at any time after the Service Activation Date in paragraph 2.2(ii); ii. Charges for the purchase of the Customer Equipment which may be invoiced on the Service Activation Date in paragraph 2.2(i); and iii. Rental Charges for the Service and/or Service Equipment which may be invoiced monthly in advance. iv. Professional Services Charges as detailed in the Customer Proposal may be invoiced on the Service Activation Date in paragraph 2.3. v. Usage charges for calls made to various destinations. Calls are rated based on the agreed rate card in the Customer Proposal. f. All Charges shall be calculated by reference to data recorded or logged by MTN Business and not by reference to any data recorded or logged by the Customer, nor by reference to any information provided by MTN Business to the Customer for information purposes only. g. Currently video calling and HD voice calls will be allowed at normal voice rates within the MTN Business network. These rates may be increased in the future. h. On-net calls i. On-net calls between the customer s branches are free only when the customer pays for bandwidth (VPN port) between the branches and MTN Business ACME SBC. ii. The customer will be charged the on-net call rate if the customer is not paying for the bandwidth (VPN Port between their branches and the MTN Business ACME SBC. iii. ADSL services over the Internet that terminate directly on our Internet-facing SBCs will not have free on-net calls. iv. SHDSL/ADSL/Satellite services that connect via a MTN Business VPN will qualify for free on-net calls. 5. Emergency Calls a. Emergency call routing and back-tracking can only be supported for calls from Customer Sites that are part of this Service Order and is not supported for Customer Sites taking Site to Site only Calling. b. The Customer is responsible for communicating the limitations in relation to emergency calling to the Users and the Customer will indemnify MTN Business in respect of any and all losses, damages, costs or expenses arising out of a failure to comply with this paragraph. 6. Accuracy of Customer Information a. The Customer will provide MTN Business with accurate and up to date information: (i) when completing the Service Order and associated documentation; and (ii) when the Customer contacts MTN Business to report a suspected fault and is asked a standard set of structured questions. MTN
6 Business shall not be liable for any loss suffered as a result of the Customer's failure to provide accurate information or any relevant facilities, which may lead to a delay in installation or service repair. 7. Service Equipment a. Title to the Service Equipment will not pass to the Customer at any time. b. Upon termination of the Service, and at the sole discretion of MTN Business, either: i. The Service Equipment will be returned to MTN Business by the Customer. MTN Business shall bear the shipping costs for the delivery and return of the Service Equipment; ii. MTN Business will collect the Service Equipment from the Customer. The Customer is responsible for ensuring that the Service Equipment is collected in a central location at the Customer Site. Where there is a Charge associated with such collection, this will be detailed in the Customer Proposal; or c. The Customer accepts liability for any costs incurred (including return of Service Equipment) by MTN Business as a result of repair or replacement of Service Equipment where the Service Equipment failure was caused by the Customer's use, misuse or changes to the Service Equipment, other than as previously agreed in writing by MTN Business. The Customer agrees to support the replacement of the Service Equipment according to MTN Business' instructions. d. The customer can have gateways or enterprise session border controllers or routers on premise. i. All these items are charged either as a capital investment or a rental. ii. MTN Business will upgrade the equipment when necessary but not sooner than 2 years. iii. MTN Business will insure the equipment against theft, malicious damage and acts of God. iv. Customer must grant access to the equipment to enable MTN Business to rectify any problems that may arise. v. The customer must make provision to allow MTN Business to remotely manage the Gateway device. 8. Installation a. The Customer agrees to ensure that service staff of MTN Business or another telecommunications operator ("Telco") are given access to the Customer Site to install the Service Equipment. The Customer shall provide a contact person for the installation on the Service Initiation Form. This person shall be available to answer questions with regard to details of the Customer Site and to assist service staff where necessary. b. The Customer is responsible for providing all internal cabling to connect the Customer Equipment to the Service Equipment. Upon Customer request in the Service Order, MTN Business may provide standard internal cabling at an additional charge, provided the Service Equipment and the Customer Equipment are located in the same room within a distance of 15 meters of each other. If the Customer requires MTN Business to provide extended internal cabling outside the above limitations, MTN Business will perform a site survey to determine if such internal cabling can be provided by MTN Business and the additional charges that would be applicable. c. After the installation by MTN Business any internal cabling becomes part of the Customer Equipment. d. Unless otherwise requested by the Customer the installation will be carried out from Monday to Friday during local Business Hours. e. MTN Business will not configure any PBX that is not provided by MTN Business. f. MTN Business will produce a Customer Responsibility document, detailing the Customer Site preparation requirements, which will be incorporated by reference in the Service Order.
7 9. Service Provisioning and Testing a. The Customer will complete a site survey to determine whether the Customer's network and facilities will support the provision of the Service. The Customer may complete the site survey or request MTN Business to carry out a site survey at the Customer's cost. b. Any site survey completed by the Customer must be in accordance with the Customer Responsibility document detailed in paragraph 8.6 above. c. The Customer will provide MTN Business and/or its subcontractor(s) with such assistance and information as reasonably required to provide the Service. d. The Customer agrees to provide MTN Business and its subcontractors and their respective employees and agents access to the Customer Sites where any Service is provided (including access to associated equipment) as necessary for MTN Business and its subcontractors to provide the Service. e. The Customer shall allow, authorise and cooperate with MTN Business and/or its subcontractor(s) to perform the following, whether or not on Customer Site(s): (i) a follow up site survey, where applicable, to further determine whether the Customer network and facilities will support the provision of the Service; (ii) any applicable pre-service testing on local service facilities; and (iii) any other testing involving the provision of the Service, including, but not limited to, post-installation testing. 10. Customer Equipment a. The Customer is responsible for obtaining, installing, configuring and maintaining all Customer Equipment including, but not limited to gateways and firewalls, software, wiring, power sources, telephone connections and/or communications services necessary for inter-connection with the MTN Network or otherwise for use in conjunction with the Service. b. The Customer is responsible for ensuring that such Customer Equipment is compatible with MTN Business' requirements and continues to be compatible with subsequent revision levels of MTN Business-provided equipment, software and services. c. Only Customer IP PBXes certified by MTN Business as compatible with the MTN Network can be supported. MTN Business will conduct an interoperability test on such IP PBXs to identify any service restrictions which will have to be taken into consideration when designing a customer solution. d. MTN Business is not responsible for the availability, capacity and/or condition of any Customer Equipment not provided by MTN Business. e. If the Customer connects any Customer equipment to the Service the Customer will be liable for any and all damages if such connection causes any malfunction or failure to the Service or the equipment or software of MTN Business, this Customer, or any third party. Furthermore MTN Business shall not be liable for any failure of the Service resulting from the Customer's actions under this paragraph Services and/or features are not available in all countries, and may be procured from in-country provider in select countries. Please consult your MTN Business representative for service availability. 12. This service cannot be provided with South African E.164 numbers in other countries as this infringes on the regulations of those countries.
8 Accepted on behalf of Customer, by Signature Accepted on behalf of MTN Business, by Signature Name Name Date Date
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