Product Billing Definitions
The following outlines the billing model associated with services Packnet provides to its direct (Reseller, Channel, Customer) and indirect customers (Customers of resellers and channels).
PRICING
All pricing associated with any products is available via your Metis online account at https://mymetis.co.uk
Packnet will endeavour to advise of service pricing changes as soon as practicably possible. Customers should always check Metis (Services) for the most up-to-date pricing.
SERVICES
VOICE
Calls (National (UK) & International)
Billed per call
Tariffs: See your Metis Call Rates for exact information
Billing Frequency: Monthly in arrears
Rates are quoted in GBP (British Pounds)
Per second billing
Peak 8 AM – 6 PM Mon-Fri UK local time
Off-peak all other times
Minimum charge applies to all calls
All calls rounded up.
0800 Free Phone Calls
Billed per call
Tariffs:
0800 Number Mobile Off Peak Charge (per minute)
0800 Number Mobile Peak Charge (per minute)
0800 Number Off Peak Charge (per minute)
0800 Number Peak Charge (per minute)
Billing Frequency: Monthly in arrears
Rates are quoted in GBP (British Pounds)
Per second billing
Peak 8 AM – 6 PM Mon-Fri UK local time
Off-peak all other times
Minimum call charge applies to all calls
All calls rounded up
SIP Extension
Billed per extension created
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full month’s service charge.
Cancellation by deletion of an extension within Metis.
SIP Trunks
Combination billing
Billed for SIP Trunk Service
Billed per voice channel
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full month’s service charge.
Cancellation by deletion of an extension within Metis.
APPS
Dashboard
They are billed per the dashboard created.
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
Subsequent months are billed a full month’s service charge.
Cancellation by deletion of the dashboard within Metis.
Switchboard
They are billed per switchboard user.
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full month’s service charge.
Cancellation by deletion of a switchboard user account within Metis.
NUMBERS
UK Geographic Numbers (applies to all 01 & 02)
Billed per number
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by deletion of number within Metis.
UK Non-Geographic Numbers (applies to all 03 & 08)
Billed per number
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by deletion of number within Metis.
UK Freephone Numbers (applies to all 0800 & 0808)
Billed per number
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by deletion advise to support team.
International Numbers
Billed per number
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Billing may include overseas taxes, depending on the country.
Minimum Term: 12 months.
Cancellation fees apply for early termination.
Cancellation by deletion advise to support team.
Cancellation notice period is 60 days.
Conference Numbers
Billed per number
Charge for the geo/non-geo number is not included
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by deletion of number within Metis.
Fax2Email Numbers
Billed per number
Charge for the geo/non-geo number is not included
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by deletion of number within Metis.
RECORDING
Call Recording Service
It is billed per unique extension involved in call recordings associated with numbers that have call recording enabled, either inbound or outbound.
Billing starts when call recording service is enabled per number.
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by removal of call recording service in Call recording setting.
Call Recording Storage
Billed per Gb of storage used
Billed at peak storage level within the month
Billing Frequency: Monthly in arrears
Billed full month for all subsequent months
Billing depends on the level of retention selected. (minimum storage = 30 days, maximum storage = 6 years)
Call recording continues to be stored on the network for the length of the retention period. When service is disabled, the retention period should be reduced to 30 days to minimise billing.
Amazon S3 Storage
Monthly service charge applies
Billing Frequency: Monthly in arrears
The initial month is billed on a pro-rata basis from the date of service creation to the last day of the month.
All subsequent months are billed a full months service charge.
Cancellation by removal of call recording service in Call recording setting.
NUMBER PORTING
UK Number Porting
Geographic Single Port: Billed in the month after completion as one off invoice
Geographic Multiline Port: Billed in the month after completion as one off invoice
Non-Geographic Single Port: Billed in the month after completion as one off invoice
Non-Geographic Multiline Port: Billed in the month after completion as one off invoice
Porting Cancellation: Billed in the month after completion as one off invoice
Porting Amendments: Billed in the month after completion as one off invoice
International Number Porting
Geographic Single Port: Billed in the month after completion as one off invoice
Geographic Multiline Port: Billed in the month after completion as one off invoice
Non-Geographic Single Port: Billed in the month after completion as one off invoice
Non-Geographic Multiline Port: Billed in the month after completion as one off invoice
Porting Cancellation: Billed in the month after completion as one off invoice
Porting Amendments: Billed in the month after completion as one off invoice
FIXED LINE
WLR3
Vodafone
Minimum term (12 months)
Install fee applies on all new lines.
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if the service is cancelled within the first 12-month contract period.
A cease fee applies to all lines, both in or out of contract.
The final bill covers the period up to the cancellation date.
Ancillary charges (all suppliers)
Dependent on service and order issues.
Time related charges, fault appointments, missed appointments, provision and rearrangement works.
These will be advised in writing during the order process and billed once the line installation has been completed.
This may be a different month when the service goes live.
Packnet will only pass on charges as they have been made to us by the supplier. The possibility of additional charges must be accepted for the completion of the installation of any line. If acceptance of charges is not accepted, the order will not progress.
Special Fault investigation (all suppliers)
Charges may be incurred when a fault is raised, and an Openreach engineer requires a site visit. Resellers, channels or customers must accept that Packnet will bill these charges as soon as they are billed to Packnet. The dispute of fault charges can only be started after Packnet has created the charge within the customer’s account. If a dispute is successful, all initial charges will be passed onto the customer as a credit note. This may be in a different month than the initial charge has been raised.
CONNECTIVITY
DSL & Fibre
SUPPLIER: Zen Internet
Zen connectivity products, where applicable, are subject to installation, migration, cessation, and cancellation fees.
ADSL & FTTC: Minimum term (1 month)
Cancellation fee applies if cancelled within the first 12 months.
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
SOGEA FTTC: Minimum term (12 months)
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
G.Fast & FTTP: Minimum term (12 months)
Managed Installation required on all G.Fast and FTTP products
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
SUPPLIER: Vodafone UK
Vodafone UK connectivity products, where applicable, are subject to installation, migration, cessation, and cancellation fees.
DSL & FTTC: Minimum term (12 months)
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
SUPPLIER: NASSTAR/KCOM
NASSTAR/KCOM connectivity products, where applicable, are subject to installation, migration, cease and cancellation fees
DSL & FTTC: Minimum term (12 months)
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
Ancillary charges (all suppliers)
Dependent on service and order issues.
Time related charges; Fault appointment, Missed appointment, Provision and rearrangement works.
These will be advised in writing during the order process and billed once the line installation has been completed. This may not always be the same month the service goes live. Packnet will only pass on charges as they have been made to us by the supplier. The possibility of additional charges must be accepted for the completion of the installation of any line. If charges are not accepted, the order will not progress.
Special Fault investigation (all suppliers)
Charges may be incurred when a fault is raised, and an Openreach engineer requires a site visit. Resellers, channels or customers must accept that Packnet will bill these charges as soon as they are billed to Packnet. The dispute of fault charges can only be started after Packnet has created the charge within the customer’s account. If a dispute is successful, all initial charges will be passed onto the customer as a credit note. This may be in a different month than the initial charge has been raised.
ETHERNET/LEASED LINES
Ethernet
SUPPLIERS: Vodafone UK, Zen Internet, Nasstar/KCOM, TalkTalk Business, Virgin, BT Wholesale
Where applicable, Ethernet Leased Line connectivity products are subject to installation, cease and cancellation fees.
The contractual term is agreed with all orders (Default is a 3-year term)
. Reduced contract terms are available at 12 and 24 months.
An install fee may apply.
The first invoice includes billing from the start date until the end of the month, plus the following month in advance.
Each subsequent month is billed on the first of each month.
Early termination and cancellation fees apply if cancelled within the first 12-month contract period
A cease fee applies to all lines, both in or out of the contract.
The final bill covers the period up to the cancellation date.
Dependent on service and order issues.
Time related charges; Fault appointment, Missed appointment, Provision and rearrangement works.
These will be advised in writing during the order process and billed once the line installation has been completed. This may not always be the same month the service goes live. Packnet will only pass on charges as they have been made to us by the supplier. The possibility of additional charges must be accepted for the completion of the installation of any line. If charges are not accepted, the order will not progress.
HARDWARE & EQUIPMENT
This applies to all equipment purchased from Packnet.
Billed: Same day as order fulfilment.
All part-shipped orders are billed as they are shipped.
DELIVERY
Delivery charges apply to all orders.
The default is standard next-day delivery for all orders placed before 3.30 PM.
Weekend delivery is available at an additional cost.
Billed: Same day as order fulfilment.
Part shipped orders are billed as shipped.
Billed as one-off invoice on the day of order.
Miscellaneous Services
Admin Fees and Custom works
Billed: Same day as order fulfilment.
Part shipped orders are billed as shipped.
Billed as one-off invoice on the day of order.
BILLING PLATFORM
Resellers and channel partners without a GB VAT No cannot use the Metis billing ledger and must bill their direct customers themselves.
VAT ON INVOICES
Invoices with Wholesale Call services to resellers and channel partners are subject to the Reverse charge: VAT Act 1994 Section 55A applies
Invoices with Call services to direct customers are subject to VAT at the applicable rate.
All invoices raised by Packnet are subject to VAT at the appropriate rate.
ADDITIONAL TAXES
International numbers are subject to the local taxes from the country of origin and are passed on as found.
