Product Billing Definitions

The following outlines the billing model that is associated with services provided by Packnet to its direct and indirect customers.

PRICING

All pricing associated to any products is available via your Metis online account at https://voip.mymetis.co.uk

Packnet will endeavour to advise of service pricing changes as soon as is 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 8am – 6pm 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 8am – 6pm Mon-Fri UK local time
Off-peak all other times
Minimum charge applies to all calls
All calls rounded up

SIP Extension

Billed per extension created
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billing Frequency: Monthly in arrears
Billed full month for all subsequent months.
Cancellation by deletion of extension within Metis.

SIP Trunks

Billed per voice channel
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of extension within Metis.

APPS

Dashboard

Billed per dashboard created
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of dashboard within Metis.

Switchboard

Billed per switchboard user.
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of switchboard user account within Metis.

NUMBERS

UK Geographic Numbers (applies to all 01 & 02)

Billed per number
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of number within Metis.

UK Non Geographic Numbers (applies to all 03 & 08)

Billed per number
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of number within Metis.

International Numbers

Billed per number
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
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.

Conference Numbers

Billed per number
Charge for the geo/non geo number is not included
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
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
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by deletion of number within Metis.

RECORDING

Call Recording Service

Billed per unique extension involved in call recordings associated to numbers that have call recording enabled, either inbound or outbound.
Possible Billing is started from the date when call recording service is enabled per number.
Billing Frequency: Monthly in arrears
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
Cancellation by removal of call recording service in Call recording setting.

Call Recording Storage

Billed per Gb of storage used
Billed at peak level of storage 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
Billed Pro-Rata from the date of creation to the last day of the month
Billed full month for all subsequent months.
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.
First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to 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 during the order process in writing and billed once the installation of the line has been completed. This may not always be in the same month that 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 installation of any line. If acceptance of charges is not accepted then the order will not be progressed.

CONNECTIVITY

DSL & Fibre

SUPPLIER : Zen Internet
ADSL & FTTC: Minimum term (1 month)

Cancellation fee applies if cancelled within the first 12 month.
First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to cancellation date.

SOGEA FTTC: Minimum term (12 months)

First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to cancellation date.

G.Fast & FTTP: Minimum term (12 months)

Managed Install required on all G.Fast and FTTP products

First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to cancellation date.

SUPPLIER: Vodafone UK
DSL & FTTC: Minimum term (12 months)

First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to cancellation date.

SUPPLIER: KCOM
DSL & FTTC: Minimum term (12 months)

First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to 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 during the order process in writing and billed once the installation of the line has been completed. This may not always be in the same month that 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 installation of any line. If acceptance of charges is not accepted then the order will not be progressed.

ETHERNET/LEASED LINES

Ethernet

SUPPLIERS: Vodafone UK, Zen Internet, KCOM, TalkTalk Business, Virgin, BT Wholesale

Contractual Term agreed with all orders (Default is 3 year term)
Reduced Contract terms available at 12 & 24 months.
Install fee may apply.
First invoice included billing till the end of the month plus the first additional month in advance.
Follow up Billing: In advance on the first day of the month.
Early termination & cancellation fees apply if cancelled within the first 12 month contract period
Cease fee applies to all lines if in or out of contract.
Final bill up to cancellation date.

Dependent on service and order issues.
Time related charges; Fault appointment, Missed appointment, Provision and rearrangement works.
These will be advised during the order process in writing and billed once the installation of the line has been completed. This may not always be in the same month that 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 installation of any line. If acceptance of charges is not accepted then the order will not be progressed.

HARDWARE & EQUIPMENT

This applies to all equipment purchased from Packnet.
Billed: Same day as order fulfilment.
Part shipped orders are billed as they are shipped.

DELIVERY

Delivery charges apply on all orders.
Default is standard next day delivery for all orders placed before 3.30PM
Weekend delivery available at 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 applicable rate.

ADDITIONAL TAXES

International numbers are subject to the local taxes from the country of origin and are passed on as found.

Our Technology Partners

Snom, Gigaset, Draytek, Yealink
RIPE NCC, Linx, ITSPA, Ombudsman Services