Hosted Phone Systems – Terms

  1. Service Description
    Hosted Phone Systems provide voice and messaging services via cloud-based platforms including, but not limited to, 3CX, iPECS, and Horizon. These services rely on third-party infrastructure, and performance is dependent on internet connectivity, platform availability, and the underlying network.
  2. Uptime and Availability
    2.1 The availability of hosted platforms is not within the direct control of Barclay Digital Services.
    2.2 Any uptime or performance figures provided are indicative only and do not constitute a guarantee.
    2.3 The Customer acknowledges that temporary service interruptions, degradations, or outages may occur due to platform maintenance, network issues, third-party outages, or other external factors.
  3. System Faults and Repairs
    3.1 Reported faults should be raised to Support@barclaydigitalservices.co.uk

3.2 Response and resolution times are targets only and depend on third-party platform support, network conditions, and engineer availability.
3.3 Hosted system faults arising from the Customer’s equipment, configuration, or premises wiring may incur additional charges.

  1. Customer Responsibilities
    The Customer must:
    4.1 Maintain suitable internet connectivity for the hosted system to operate correctly.
    4.2 Ensure all handsets, network devices, and internal wiring are correctly installed and maintained.
    4.3 Provide access to premises for any on-site visits required to resolve system faults.
  2. Changes and Updates
    5.1 Platform updates, upgrades, or scheduled maintenance may occur from time to time.
    5.2 Barclay Digital Services will endeavour to provide notice where reasonably possible, but the Customer acknowledges that downtime may occur.
  3. Limitations of Liability
    6.1 Barclay Digital Services is not liable for service interruptions or performance issues caused by third-party platform failures including broadband, network outages, or events outside its control.
    6.2 Any statements regarding system availability or reliability are indicative only and do not constitute contractual guarantees.
  4. Optional Additions
    7.1 Care Level upgrades, premium support packages, or enhanced SLA agreements may be offered to improve response times, but do not guarantee uptime.