PCGuys Telecom - VoIP Services Schedule for Resellers
Last Updated: 20th August 2025
Index
- Definitions and Interpretation
- Provision of Services
- Applicable Rates
- Obligations of the Reseller
- Privacy and Communications Monitoring
- Commencement and Duration of this Service Schedule
- Invoicing
- Warranties
This Service Schedule is appended to the Master Services Agreement. In this Agreement the following terms shall have the following meanings:
"Artificial Inflation of Traffic" - any situation where Calls:
(a) are made, generated, stimulated, and/or prolonged for the direct or indirect benefit of any entity (including a natural person) operating, hosting or otherwise connected with an electronic communications service as a result of any activity by or on behalf of such entity;
and
(b) result in a calling pattern which is disproportionate to the overall amount, duration and/or extent of Calls which would be expected from:
(i) a good faith usage; or
(ii) an acceptable and reasonable commercial practice relating to the operation of Electronic Communications Networks;
"Call" - a signal, message or communication which can be silent, visual (including text and data) or spoken;
"Caller Line Identity" or "CLI" - the identity of the calling party initiating a Call being (in most circumstances) the telephone number of the calling party;
"CLI Guidelines" - the Guidelines for the provision of Customer Line Identification Facilities and other related services, published by Ofcom, as may be amended or replaced from time to time;
"Carrier Network" - the communications network or networks selected from time to time by PCGuys for the purposes of conveying Calls;
"Call Data Records" or "CDRs" - an electronic record of each Call passing through the Carrier Network as recorded by PCGuys for the purpose of information and guidance only;
"Emergency Call" - a Call from an End User to the emergency services made by dialling 999 or 112;
"General Condition" - Ofcom's General Conditions of Entitlement published as a schedule to Section 48(1) of the Act, as amended from time to time - https://goo.gl/LYlgBk
"Message" - anything contained within paragraphs (a) to (d) (inclusive) of sub-section 4(1) of the Telecommunications Act 1984;
"Minimum Term" - The minimum term for a Service agreed to by the parties;
"Rate Card" - the rate card containing the Rates as set out at within the PCGuys reseller control panel as may be updated from time to time in accordance with this Agreement;
"Rates" - a rate per minute for all Traffic routed via a Carrier Network as set out in the Rate Card;
"Services Description" - the description of the Services issued by PCGuys from time to time, the current version of the Services Description being set out on our website;
"Services" - the wholesale communications services to be supplied to the Client (including SIP Trunks, Hosted VoIP, Number Porting), as detailed more particularly in the Services Description;
"Wholesale Access" - a service allowing the Client to offer their own-branded telephony services such as SIP Trunks and Hosted VoIP products to Users and sub-resellers;
1.1. The Condition and Schedule headings are for convenience only and shall not affect the interpretation of this Agreement.
1.2. Except to the extent that they are inconsistent with the definitions and interpretations in this Agreement or are otherwise defined in this Agreement, the definitions and interpretations in the Master Agreement shall apply to this Agreement.
1.3. The Schedules form part of this Agreement and shall have effect as if set out in full in the body of this Agreement. Any reference to this Agreement includes the Schedules.
1.4. References to Clauses and Schedules are to the Clauses and Schedules of this Agreement.
2. Provision of Services
2.1. PCGuys undertakes to provide the Services to the Client from the commencement of this Agreement on a non-exclusive basis. Traffic received from Users will be relayed through a Carrier Network to the designated destinations as per the terms of this Agreement.
2.1.1. PCGuys is committed to using all reasonable endeavours to ensure the continuous provision of the Services throughout the year, subject to the provisions in clauses 2.3 and 2.4.
2.2. Despite the Service Description, PCGuys has the right, with a minimum of 30 days' advance written notification, to:
2.2.1. Modify the technical specifications of the Services when necessary for valid operational reasons or to comply with legal or regulatory obligations, ensuring these changes do not significantly affect service performance or accessibility.
2.2.2. Temporarily suspend the Services due to legitimate operational needs, in emergencies, or as detailed in clause 9 of the Master Service Agreement, minimising any suspension duration wherever possible.
2.3. In relation to PCGuys' Voice over IP (VoIP) services:
2.3.1. The Client acknowledges that VoIP service quality or reliability might not match traditional PSTN phone lines, with no guarantees of the same provided by PCGuys.
2.3.2. The service might occasionally be unavailable due to factors beyond PCGuys' control, like adverse weather conditions or failures of your ISP or broadband connection. In such cases, all services, including emergency call services, will also be unavailable.
2.4. PCGuys agrees to process network portability requests from other operators in a timely and reasonable manner.
2.5. Portability services will be provided by PCGuys in line with its Number Portability Policy, subject to revisions and updates.
2.6. When Emergency Services access is requested, PCGuys will endeavour to route Emergency Calls to BT, under the following conditions:
2.6.1. The service is available only for calls from telephone numbers that adhere to the National Telephone Numbering Plan, originating within mainland UK (excluding Isle of Man and the Channel Islands).
2.6.2. The Client is responsible for ensuring PCGuys has all necessary customer or end-user information to facilitate Emergency Services access.
2.6.3. If using a VoIP service, the Client must inform its customers and end-users about the limitations of VoIP for Emergency Calls, including power outage issues and the potential need to verbally confirm their location during such calls.
2.6.4. Suspension or termination of the service by PCGuys may lead to the inability to dial emergency numbers (999/112).
PCGuys bears no liability for the Client's non-compliance with the conditions specified in Clause 2.6.
3. Charges & Payments
3.1. The Client shall compensate PCGuys for the Services based on a per-minute rate for all Traffic conveyed via a Carrier Network, billed per second, rounding up charges to the nearest £0.001. The Rate Card, which includes any specific charges such as call setup fees or minimum charges unless bundled otherwise, is subject to change by PCGuys with at least 24 hours' notice to the Client.
4. Obligations of the Reseller
4.1. The Company commits to adhering to the General Conditions.
4.2. The Company must ensure that the Service is not used:
4.2.1. Contrary to any applicable laws, regulations, codes of practice, or any licence, or in any unlawful or fraudulent manner.
4.2.2. To infringe the Intellectual Property Rights of PCGuys or any third party.
4.2.3. In connection with any fraudulent or criminal acts against other telecommunications operators.
4.2.4. To artificially inflate Traffic.
4.2.5. In a manner that, in PCGuys' reasonable opinion, could significantly affect the quality of any telecommunications or other services provided by PCGuys or any third party.
4.2.6. To make Nuisance Calls or send spam.
4.2.7. To threaten, harass, abuse, or violate the rights of others.
4.2.8. To gain unauthorised access to restricted network areas.
4.2.9. To transmit data in a manner that negatively impacts PCGuys' Network or other customers.
4.2.10. In any way that tarnishes PCGuys' reputation or results in a breach of regulatory compliance.
4.3. The Company shall ensure its customer contracts reflect the obligations of clause 4.2, requiring further resellers and End Users to uphold these terms, and take appropriate enforcement actions against violations.
4.4. The Company must adhere to the specified processes, procedures, and requirements in PCGuys' help files.
4.5. Both parties will abide by the CLI Guidelines as set by Ofcom.
4.6. The Company must always follow PCGuys' Acceptable Use Policy, subject to updates by PCGuys.
5. Privacy and Communications Monitoring
5.1. In order to provide effective support and ensure the optimal functionality of our Voice over Internet Protocol (VoIP) services, PCGuys reserves the right to monitor and listen to voice communications made using our platform. This monitoring is crucial for diagnosing issues, enhancing service quality, and resolving customer support tickets.
5.2. The monitoring of communications is conducted strictly for operational purposes related to service provision and support. It is limited to what is necessary and is carried out in accordance with applicable laws and regulations.
5.3. The legal basis for monitoring communications under this policy is grounded in our legitimate interests as a provider of telecommunications services, specifically to maintain service quality, troubleshoot problems, and provide customer support effectively without the need for explicit consent from the customer each time support is required.
5.4. By using our VoIP services, customers acknowledge and agree that such monitoring may occur as an integral part of the provision of the service and is not optional.
5.5. PCGuys is committed to ensuring that all monitored communications are handled with the highest degree of confidentiality and security. Access to these communications is strictly controlled and limited to authorised personnel who are directly involved in customer support and service enhancement.
5.6. Customers concerned about the monitoring of their communications are encouraged to contact our team for further information and clarification regarding our practices and the protections in place.
6. Commencement and Duration of this Service Schedule
6.1. This Service Schedule is effective from the date signed by PCGuys' authorised representatives and will remain so until terminated by either party according to the Agreement.
6.2. Subject to Clause 5.1 above, individual Services shall start on the Service Commencement Date and continue for their respective Minimum Term.
7. Invoicing
7.1. By the 10th of each calendar month, PCGuys will issue a detailed invoice covering:
7.1.1. All connection fees and individual Call Traffic costs;
7.1.2. Total Traffic (minutes per destination) for the previous month, with charges corresponding to the cost of each Call; and
7.1.3. Any other charges incurred for the Services provided during that month.
7.2. PCGuys aims to supply Daily Call Data Records for informational purposes and a complete Monthly CDR by the fifth (5th) working day of the following month for billing, not assuming liability for any costs arising from the Client's use of these Daily CDRs for billing.
7.3. PCGuys is not responsible for erroneous or unauthorised Calls, with the Company liable for all related charges.
7.4. PCGuys may issue backdated claims for unpaid amounts from previous Billing Periods, provided these are invoiced within twelve months from the Service provision date.
8. Warranties
8.1. Each party guarantees to the other, and this guarantee is considered reaffirmed daily during the lifespan of this Agreement, that:
8.1.1. It possesses full authority and freedom to enter into and fulfil this Agreement, which constitutes a binding commitment.
8.1.2. It will adhere to its obligations under relevant data protection legislation, specifically:
(a) Maintaining necessary registrations and consents, including those required by the Company to permit PCGuys, along with its suppliers and subcontractors, to process the personal data of Customers and End Users for fulfilling PCGuys' contractual obligations;
(b) Acting only upon authorised instructions for personal data processing, in compliance with all pertinent data protection laws; and
(c) Implementing adequate technical and organisational security measures to maintain the confidentiality of personal data accessed under this Agreement and protect it from illicit processing; this sub-clause will persist beyond the termination or expiry of this Agreement; and
8.1.3. It will consistently meet any obligations stipulated by the Privacy and Electronic Communications (EC Directive) Regulations 2003, including any amendments or replacements thereof.
8.2. PCGuys does not warrant an error-free service. Although PCGuys does not assure its network or Services will be uninterrupted or devoid of faults, it commits to maintaining a network and Services with minimal faults and reasonable continuity.
8.3. PCGuys makes no warranties or assurances that the Service will meet the Company's specific requirements, acknowledging that the Service was not bespoke for the Company.
8.4. Call recording is offered on a best-effort basis, with no guarantee of capturing or retaining all relevant calls.
SCHEDULE 2
For confirmation of our rates for calls, subscription charges and number porting costs please refer to the PCGuys Control Panel wholesale pricing pages.
Contact Information
PCGuys Telecom
2 Sellers Close
Borehamwood
Herts
WD6 5RD
United Kingdom
Phone: +44 203 286 3030
Email: support@pcguystelecom.com
VoIP Support: voip@pcguystelecom.com