Termini di servizio

1. Who you contract with

PBXfactory is a brand of TheVoĉo ("we", "us"). These terms govern the PBXfactory website, portal and hosted PBX subscriptions. The service is aimed at businesses; by ordering you confirm you act in a commercial or professional capacity.

2. The service

We provision, host, operate, license and bill cloud PBX instances built on the PBX software of the vendor you choose (at launch: Yeastar P-Series Cloud). The instances run on cloud infrastructure we operate; the PBX software is licensed from its vendor. You administer your PBX through its own admin panel at your subdomain; we operate the platform underneath it and the ordering, provisioning, seat and billing layer around it. The software vendor's documentation is published by the vendor and may change without notice.

3. Subscriptions and seats

Every PBX is a per-seat subscription, billed monthly or annually in advance through Stripe. Each product has a minimum seat count shown at checkout. You can change the seat count in the portal at any time: increases are prorated and the difference is invoiced immediately; decreases are prorated and credited against your next invoice; the new seat count applies to the PBX as soon as the change is confirmed by our payment provider. Prices are shown exclusive of VAT, which is added at checkout according to your country and VAT ID. The organization name, billing email and VAT ID on your invoices can be changed by owners and admins in the portal.

4. Trial

New instances start with a 3-day free trial. A valid payment method is required at checkout; the first charge happens when the trial ends. Cancelling during the trial takes effect immediately — the instance is stopped and nothing is charged.

5. Cancellation

Paid subscriptions can be cancelled in the portal at any time and end at the end of the current billing period; the PBX stays available until then. No refunds are given for the remainder of a period, except where required by law. A scheduled cancellation can be undone until the period ends. When a subscription has ended, the PBX is stopped and, 30 days later, deleted with everything in it (configuration, users, call logs, voicemail, recordings). Export what you want to keep before then.

6. Payment failures and suspension

If a renewal payment fails, Stripe retries it and we notify you by email. The PBX keeps running for 7 days; if the payment is still outstanding then, the PBX is suspended (stopped: calls stop, its data is kept). As soon as a payment succeeds — for example after you update your card in the portal — it is started again automatically. If the payment remains outstanding at the end of Stripe's retry schedule, the subscription ends and section 5 applies to the PBX.

7. Availability, updates and maintenance

We operate the cloud platform your PBX runs on, the portal and the provisioning layer with reasonable skill and care, but do not warrant uninterrupted availability. We monitor that every paid PBX is running and act on outages on our platform. The PBX software itself is supplied by its vendor; we apply the vendor's firmware and security updates to your PBX — routine updates in maintenance windows we announce in advance by email, urgent security fixes sooner, with as much notice as the situation allows. A PBX restarts briefly during an update. Defects in the vendor's software are fixed by the vendor's updates; we do not modify that software ourselves.

We do not back up the contents of your PBX (its configuration, recordings, voicemail or call logs) for you. The PBX has its own backup feature, which you configure and use in its admin panel — for example to download a backup or send it to storage of your choice.

8. Support

Included with every PBX is support for the platform we operate: your cloud instance running and reachable; provisioning and re-provisioning; the platform and applying the vendor's firmware and security updates (section 7); the activation email and admin-access handover; seats, subscription, billing and invoices; the portal and your account; outages and incidents on our platform. The channel is a ticket under Support in the portal, or [email protected] if you cannot sign in; we aim to answer within one business day.

Not included is help inside the PBX: configuring it (extensions, trunks and SIP providers, IVR, queues, call routing, voicemail, recording rules); phones, apps and device provisioning; number porting; your network, firewall and QoS; interpreting the vendor's admin-panel settings; cleaning up after a 3CX conversion; training. For these you use the vendor's documentation and community, your IT partner — or one of our support packages.

Support packages (at launch: Setup Assist, Support Plus, Managed PBX) are bought in the portal and governed by their descriptions on the support page and at the point of purchase, including their price, scope, ticket allowance and response targets. Package work is performed in business hours, Monday to Friday 09:00–17:00 CET. Monthly packages renew and cancel like a subscription (sections 3 and 5); a one-time package is consumed when its session has been delivered. Response targets are targets, not guarantees: beyond them we give no service level agreement, and no credits or refunds for missed targets, unless a package description expressly says otherwise. A package does not transfer responsibility for your PBX configuration or its lawful use to us.

9. Your responsibilities

You are responsible for the use of your PBX, including compliance with telephony and recording laws that apply to you, the security of your admin credentials, and the conduct of teammates you invite. Abuse — including fraudulent calling patterns — may lead to immediate suspension.

10. Data processing

For the personal data inside your PBX you are the controller and we process it on your behalf. Our data processing agreement (Art. 28 GDPR) is part of these terms and applies to every order, without a separate signature.

11. Liability

We are liable without limit for intent and gross negligence. For simple negligence we are liable only for breach of essential contractual duties, limited to the foreseeable damage typical for this kind of contract. Statutory liability that cannot be limited remains unaffected.

12. Changes to these terms

We may update these terms with reasonable notice by email. If you do not object before the change takes effect, the updated terms apply; if you object, either party may end the subscription at the end of the current period.