Differences

This shows you the differences between two versions of the page.

--- terms [2022/02/03 00:41] – [Porting/Transfering Out Phone Numbers] mike
+++ terms [2025/02/07 18:14] (current) – [10DLC SMS] jim
@@ Line 1: / Line 1: @@
 ====== ring-u llc terms, conditions, policies and procedures ======
-Being updated for 2022.. This is a placeholder
+Updated for 2024.
 ====Cancellation====
@@ Line 13: / Line 13: @@
 Customers are requested to notify Ring-U support in advance with the acquiring carriers name.
 ===Policies===
-  * Ring-U will not hold phone numbers hostage.
+  * **Ring-U will not hold phone numbers hostage.**
-  * Ring-U will verify that the customer intends to port out a number via a phone call, email and service ticket.
+  * Ring-U will attempt to verify that the customer intends to port out a number via a phone call, email and service ticket.
-  * If unable to confirm that the customer intends to port out the number within 48 hours, it will be denied.
+  * If unable to confirm that the customer intends to port out the number within 36 hours, it will be denied.
   * Ring-U will provide a 4 digit "porting PIN" upon request that assists some providers in the process.
   * Porting/transfering out phone numbers does not cancel the account automatically.
+//Why does Ring-U verify port-outs? At least once a month, we get a port request that is unauthorized. Reasons ranging from scammer random phone number port requests to intentionally confusing sales weasels that get a copy of your bill from someone in the office and use it to transfer numbers without actual approval. Be wary of random sales droids that want a copy of your current bill to see if they can save you money. It is often used to request a phone number transfer. Ask them for a quote for what you use and a legitimate sales person will tell you what it should cost. //
 ====Remote Access====
 **Ring-U staff are forbidden from "remote controlling" or "screen sharing" any customers systems.**
@@ Line 27: / Line 30: @@
 Ring-U makes every effort to protect the privacy of your business, and your businesses clients. Our record retention policy:
-  * **Billing Data** Call Detail Records, billing and tax records: Forever. Legal requirement.
+  * **Financial Data** billing and tax records: Legal requirement is 7 years, ring-u keeps forever.
+  * **Call Detail Records** Legal requirement is 18 months,  ring-u keeps for 24 months.
   * **Voicemail: Transcription and Audio**: less than 24 hours on our systems, typically 1 to 3 minutes to do transcription process using AWS services. We remove audio and transcription immediately from AWS, we have no control or visibility to their actually deleting it, but we can not see/view/retrieve it. This is why HIPAA mode systems just notify you of the voicemail with a link to it on your Hello Hub.
   * **Fax V1** Files are stored on the Hello Hub and/or on an attached USB drive using up to 80% of the available space.
@@ Line 35: / Line 39: @@
+====E911/911 limits====
+Our emergency service is currently available only on numbers in: United States of America and Canada. US Virgin Islands, Puerto Rico, Guam and other +1 numbers are handled on a case by case basis as sometimes the number and location has 911 capabilities, sometimes they don't.
+====10DLC SMS====
+By default, all ring-u customers are opted in to receive SMS messages from ring-u.  You may opt out at any time by replying STOP, or by sending an email to support@ring-u.com. SMS messages will originate from 423-567-4888 or 423-456-6700 only.
 ====Acceptable Use; Safety-Critical Systems====
@@ Line 46: / Line 56: @@
+====Bespoke Config Customers====
+Ring-u systems work very well when you use the system as designed, letting it manage phones and devices automatically. There are some devices that only work when manually configured, like paging adapters. Problems occur when a customer side-loads configs onto their phones from other systems, software or manually. If you need bespoke phone configuration/features you have three choices:
+   - Realize sometimes life and the phone system is pretty good without such things.
+   - Communicate about adding that logic/feature to the system in a consistent supported manner. Many system features were created from similar requests from several customers.
+   -   Do it anyway. You own the hardware, it's yours. We firmly believe in the right to repaid/modify. This may also extra support for customer induced issues will bump you into the "Complex Customer" billing plan (currently $249.95 per month) and may cause hourly support charges from ring-u.com to assist with these bespoke needs. Currently $150/hour in 15 minute increments.
+====HIPAA====
+[[hipaa|HIPAA COMPLIANCE]] has it's own page. A Ring-U system can be part of a health care facilities overall HIPAA compliance, but does not pretend to be HIPAA compliant itself. We contend no phone system can be considered such, and as a "conduit" is an exception from most requirements. It's a tool. How you use it matters.