Terms of Business

What is the effect of these terms and conditions?

These terms and conditions and any applicable V4 Cloud charges (altogether the 'Terms') set out the legal relationship and the agreement between you (the customer) and ABI Business Services Limited (the supplier), company number 08865269 whose registered office is at 1st Floor, Cash's Business Centre, 228 Widdrington Road, Coventry CV1 4PB trading as V4 Cloud ('us', 'we')

These Terms set out the basis on which we (V4 Cloud) will provide goods and services to you (the customer) and the way in which you may use the goods and services which we provide. Please read through these terms and conditions carefully.

You agree, either by accepting these Terms on our Website or by signing an Order Form or upon delivery of the relevant Terms to you (the customer), to be bound by these Terms

Definitions used within these Terms.

'Broadband Service' means the provision of fixed line high speed access to the internet in the United Kingdom. 'Equipment' means any equipment, hardware or other physical devices either loaned or sold to you or purchased by you as the case may be.

'Fee or Fees' mean fees for our Services and/or services owed by you to us in accordance with these Terms.

'Leased Line Service' means our service providing Ethernet in the first mile and leased lines.

'Mobile Service' means our service providing mobile call services, messaging services (including email, fax, voicemail, text message, multimedia messaging and similar), storage services, age restricted services, premium services (international calling and international roaming) and SIMs but excluding any other Equipment such as mobile handsets.

'Order Form' means the document (electronic or otherwise) signed by you which sets out products and services to be supplied by us under these Terms.

'Service(s)' means (as applicable) our Telephony Service, Mobile Service, Broadband Service, Leased Line Services and Security systems including any associated hardware, equipment, maintenance and support services, and such other services as are agreed in your Order Form or on our Website or as we may agree to provide to you with from time to time.. 'SIMs' means cards which contain your phone numbers and enable you to access the Mobile Services. 'Telephony Service' means our service providing standard fixed line telephony, Cloud service telephony or Voice over IP ('VoIP') telephony inc but excluding the Mobile Service.

'Website' means our website address at www.v4cloud.co.uk or any subsequent website address notified to you. 'You' means the customer of our Services.

How do you order V4 Cloud Services?

Our Services are available by placing an order using the online order process or by signing and returning a written Order Form. You must be at least 18 years old when you place your order with us.

If you have an existing service with current provider, you will be required to contact them in order to migrate your services to us. We'll let you know what you need to do. Please note that your current provider may charge cancellation fees or other charges in connection with the termination of your current service contract, V4 cloud are not liable or responsible to pay/reimburse any such charges that you the customer may be charged by your previous supplier unless it has been agreed in writing on your order form or by V4cloud official emails such as helpdesk@v4cloud.co.uk.

You must have a valid company email address to order our Services, you are responsible for maintaining and regularly checking this email address, all bills and company updates will be sent to this email address You can update details of your email address by letting us know. We'll use this email address to contact you for all purposes under these Terms

Once you have placed your order, we'll let you know that it has been received and what the next steps are. Please note that by placing your order you are agreeing to enter into a contract with us for the purchase of the relevant Services from us under these Terms, the terms of your order, and any other terms specified by us. We'll acknowledge receipt of your order and contact you if we are able to accept your offer. Upon our acceptance of your order you enter into a contract with us for the purchase of the particular Services and Equipment.

From the date you have signed the order form you agree that your agreement and contract is live and active you agree and give V4 Cloud permission to immediately start work on the technical and operational elements required for the provision of the Services and Equipment. At the time your contract is live and active we will provide you with further details of the next steps. If your agreement is live and active as per your signed order form and we have begun work on your order, but you decide to cancel your order, we will require you to pay us the full contractual value of the agreement contract plus the cost of any hardware equipment you have signed to be provided by V4 Cloud.

By placing an order, you agree that we, or third parties acting on our behalf, are allowed with your permission to carry out credit checks on you using the information that you provide.

What Equipment does V4 Cloud provide?

In most cases the Equipment that you order on the Order agreement Form or through our Website will be provided by a third party hire purchase company and you will enter into a contract directly with them to lease the Equipment. You will be informed whether the Equipment is being provided by V4 or a third party on the lease agreement. Where we provide any Equipment without cost directly to you, we agree to loan the Equipment to you for as long as you continue to receive the Services under these Terms. Risk shall pass to you upon delivery but the Equipment shall remain the property of V4 Cloud and you agree to suitably insure it while it is loaned to you.

Where you purchase Equipment from us outright (not leased or loaned), risk shall pass to you upon delivery but the Equipment shall remain the property of V4 Cloud until such time as payment is received in full . We shall have no liability in respect of Equipment lost or damaged in transit unless and until you notify us of such loss or damage within 24 hours of delivery or expected delivery in writing by emailing helpdesk@v4cloud.co.uk.

At the end of any contract term including either party terminating the contracted agreement of these Terms or the relevant service as appropriate, any loaned Equipment must be returned to: V4 Cloud Limited, Cash's Business Centre, 228 Widdrington Road, Coventry CV1 4PB, you accept full responsibility to return each piece of equipment loaned/leased to you and agree that you will pay for the value of any missing or damaged items.

Any Equipment not returned or is damaged will be billed to you as a Fee at the recommend retail price for the missing or damaged Equipment. Please note that if you choose to keep any Equipment after we stop providing Services, it is supplied to you 'as is', without warranty and without support and will continued to be billed monthly or quarterly.

If your Equipment is faulty, regardless as to whether it is provided by us or leased by a third party, we will make arrangements for the repair or replacement of that Equipment during the first 12 months without charge, providing the fault is not caused by abuse or negligence while in your care. Except for faults or defects within the first 12 months, replacement items of Equipment are available on payment of the applicable replacement items Fee(s). You will need to return any faulty or replaced items of Equipment to: V4 Cloud, Cash's Business Centre, 228 Widdrington Road, Coventry CV1 4PB. For the avoidance of doubt, subject to faults within the first 12 months, should you lease the Equipment from a third party they will be responsible for rectifying any fault or defect with the Equipment. You will need to ensure that suitable mains electricity, power over Ethernet and network cabling are available as applicable where you would like the Equipment to be installed.

Any Business hardware, post 12-months from date of original order received from Manufacturer is no longer within manufacturer’s warranty & any faults or replacement hardware will be chargeable upfront separately unless stated otherwise. V4, as a part of its supply, has access to a range of latest business hardware & technology items made available at no upfront capital outlay to a customer based on the type of solution ordered.

How do you get connected?

For our Telephony Service, we'll preconfigure and dispatch any Equipment to you. Where you wish to port/transfer numbers, we'll advise you on if that is possible and how long it will take. If we are transferring an existing telephone line, your account manager will advise on the timescales for the transfer to be completed. If we are installing a new telephone line, we will arrange for an engineer to attend your business address in order to install the new line and activate any services, we'll provide you with the full details of the process and timelines. you agree to provide any cooperation and assistance that may be required to get you connected, including access to the site and any other reasonable requests which we may make. It's important that you don't miss any appointments as this will be classed as a missed/cancelled appointment which will incur charges we pass any such charges on to you, as detailed in the section 'Admin fee list'

For our Broadband Services, we will either provision the services on a telephone line that we are also installing or on an existing line and preconfigure and dispatch any equipment to you. We will try to make sure that you get the fastest broadband internet connection possible in your area, but the actual speed will depend on your actual line (e.g. the distance of your premises from the telephone exchange, the quality of your copper line and environmental line noise will all impact your actual speeds), so we cannot guarantee that your connection will reach any specific speeds.

For our Mobile Services, we will dispatch your SIM Cards to you and any other equipment that you have ordered.

For our Leased Line Service, please see the section 'What do I need to know about the Leased Line Service?'

If after receiving or accepting your order, we cannot provide you with a particular Service, we'll notify you, that particular Service will be terminated and removed from any order agreement in respect of these Terms and any Fees you have paid will be refunded to you.

Please note that V4 Cloud have the right to terminate any order agreement within these Terms without liability after confirmation of acceptance has been sent but before you have been connected if: (a) you fail a credit check; (b) we are not able to provide our Services to your premises by the expected connection date for any reason; or (c) if you are not in a geographical area covered by us. If we end these Terms before connection (other than as a result of your own act or omission), any Fees you have paid will be refunded to you.

A customer will, subject to any exceptions or exclusions set out in the Consumer Protection (Distance Selling) Regulations 2000, will not be entitled to cancel the Services and/or return the Equipment by serving written notice of cancellation to us within fourteen days of either receiving the equipment from us or after the date upon which you enter into these Terms with us. If you request that the Service(s) begin immediately, you must pay us an amount which is proportionate to the Service(s) provided up to the point you cancelled your order. A consumer will not be entitled to cancel these Terms for the supply of Services after the fourteen day cancellation period once performance of the Services has started, save as where permitted under these Terms (see the section 'What is the contract period and how does it end?')

Where you receive our Services and/or Equipment not as a consumer (that is, within the course of a trade or business), no Equipment supplied by us shall be accepted for return without our prior consent. You must agree to pay the cancellation fees which is the monthly fee times the remaining months to terminate a Service or these Terms, such fee being the costs to us of cancelling a Service or these Terms.

You agree to use our Services for your own use only and not to resell any Service without our written permission.

What is the contract period and how does it end?

The Services you order are subject to the 'Minimum Term' as set out on the Order Form or on our Website when you place the order. The standard Minimum Term for the Services is sixty months unless otherwise stated. The Minimum Term for each Service starts from the date that you have placed the order. After the minimum term has expired, the Services will roll on a monthly basis until either party cancels the contract.

You must keep the Services you have chosen for the duration of the Minimum Term, unless you or we are allowed to end this contract earlier. If your contract ends during the Minimum Term (other than where you have a right to end it without incurring early termination charges' (see section 'What are V4 clouds payment terms and charges?) we will charge you a cancellation fee. Unless you tell us otherwise, we may charge this amount directly to any credit or debit card which you have provided us with details of and, by entering into this contract, you are authorizing V4 Cloud to do so. We will give you reasonable notice in writing before these charges are made.

After the Minimum Term for a Service has elapsed, you can terminate that Service at any time without paying any cancellation Fees, providing you give us one (3) three months' notice of termination. Any such cancellation Fees will not exceed the charges you would have paid for the remainder of the services less our costs.

We alone may terminate these Terms, terminate a particular Service or suspend Services if you don't pay us by the due date any money you owe us; or you misuse our Service; or we suspect any fraudulent use; or if we are required to do so by a competent or regulatory authority or network provider We will not refund any fees paid by you under these Terms if we end these Terms or terminate a Service under any of these conditions. There will be a reconnection charge if we suspend your Services.

If we are entitled to suspend your Service then all Fees for your Service will remain payable by you notwithstanding such suspension. If we are entitled to terminate your Services (other than without cause), then we will be entitled to charge you for the Fees which would have been payable to us as if you had provided us with a termination notice on the date of such termination.

V4 Cloud are entitled to terminate these Terms by giving thirty (30) days' written notice to you:

V4 Cloud are entitled to terminate these terms or terminate a contract, terminate a particular Service or suspend Services immediately without notice if you as a customer restrict, obstruct or delay V4 Cloud to undertake any work in order to install our equipment or supply you with our services, if you as a customer become uncooperative in such ways of not pay us by the due date any money you owe us; cancelling payment methods, becoming uncontactable to resolve such issues. or you misuse our Service; or we suspect any fraudulent use; or if we are required to do so by a competent or regulatory authority or network provider, We will not refund any fees paid by you under these Terms if we end these Terms or terminate a Service under any of these conditions. There will be a reconnection charge if we suspend your Services.

If there has been a material breach of these Terms by the other party and this isn't remedied within fourteen (14) days of a written notice notifying the breach; we will increase your payments, unless such increase arises under the section 'What are V4 Cloud payment terms and charges?'. if an event, outside its reasonable control, prevents continued provision of the Services for more than thirty (30) days; if the other is unable to pay its debts (within the meaning of section 123 of the Insolvency Act 1986); or becomes insolvent or bankrupt; or is subject to an order or a resolution for its liquidation, administration, windingup or dissolution (otherwise than for the purposes of a solvent amalgamation or reconstruction); or makes an application to a court of competent jurisdiction for protection from its creditors generally; or has an administrative or other receiver, manager, trustee, liquidator, administrator or similar officer appointed over all or any substantial part of its assets; or enters into or proposes any composition or arrangement with its creditors generally; or is subject to any analogous event or proceeding in any applicable jurisdiction.

Please be advised that Under Ofcom rules, we are not allowed to automatically roll over contracts which result in the customer being put into a new contract commitment except for Business customers who have more than 10 employees. (details from the Ofcom website below)

Important Notes:

The rental is for the equipment only and does not include services, maintenance, broadband, lines or call services (“the Services”). We understand that we will receive a separate bill for the Services from V4.

Any accounts using phone system supplied equipment, all & any other items in hardware supply, or retail Wi-Fi products under the V4 supply agreements, & are currently not being billed on Maintenance, are charged at our Non-Maintained Rates. A copy of this non-maintained rate card can be obtained at any time by emailing helpdesk@v4cloud.co.uk. Any support items or additional changes, or customer requests except standard line or broadband faults, on non-maintained accounts is charged as per V4 cloud non maintained rate cards at all times. Accounts which were signed on the 1st 12 months free maintenance cover, will see the appropriate Maintenance monthly rental appear on your V4 Cloud Phone Bill from Month 13 onwards. This Maintenance cover must be cancelled within 90 days by emailing a notice in writing to helpdesk@v4cloud.co.uk with your V4

Account Number as the email subject or a Letter posted to V4 Cloud, Cash’s Business Centre, 228, Widdrington Road, Coventry, CV1 4PB with your V4 Account Number as the reference. Any accounts on a Maintenance monthly rental plan under V4’s maintenance cover, are charged no early termination fees if such a cover is cancelled within 90-days from the 1st month of the maintenance monthly rental plan fee being billed by supplying the notice as per above in writing. If in case This has been requested to be cancelled past this 90-day period, an early termination fee for the monthly maintenance rate cover monthly rental x the remaining months in the V4 contract term on the account becomes payable in 14 days”.

What are V4 Cloud payment terms and charges?

Any promotional offers such as inclusive line rental or broadband shall be free of charge for a maximum period of 12 months, after which, any services received free of charge will be billed at the standard rate, for the remainder of the contract. Early termination Fee's and standard terms apply. If you the customer is to cancel the order agreement prior to the original contract end date you agree that you have forfeited the right for the promotional offer and agree for all charges for any inclusive or free period to be back dated and applied to your final bill.

V4 Cloud invoices are emailed or mailed to your premises during the 1st week of each calendar month. You have a responsibility to pay the Fees that apply to the Services you're receiving from us. These Fees are in British pounds sterling and payable from the day that the Services are installed or provisioned. Recurring Fees will be collected monthly in advance, while one-off fees will be collected in arrears. Our invoices are due 10 days after the invoice date. We'll collect the amount invoiced to you via direct debit on or shortly after the due date.

Our call charges are set out in our tariff on our Website and all calls you make will be subject to this tariff unless otherwise agreed in writing with us.

Our Fees include the following:

These Fees may vary from time to time, all Fees are non-refundable unless otherwise stated. We may impose a credit limit of your account and/or require a deposit as security for paying your bills.

We accept payment by direct debit and you agree to complete, return and maintain a direct debit mandate to pay us. If your bank details change you must notify us immediately to ensure continuity of your Services. You agree to inform us if your direct debit authority is terminated at any time. If a direct debit payment fails, we will contact you to arrange payment and you will be liable to pay interest and late payment fees under these Terms. If we cannot contact you after a failed direct debit payment, we may suspend or terminate the Services and these Terms without further notice. Please note that we charge £15.99 per month if you don't pay via direct debit.

Please also be advised that we reserve the right to change our Fees including our tariffs at any time, by either giving you notice in writing which will include sending an email to the email address you provide to us or by updating the pricing on our Website. Unless we increase our prices for any of the reasons set out in this section, you cannot end the contract during the Minimum Term if we increase our Fees. If you wish to end this contract for these reasons, then you need to let us know within 30 days of notice of the change (sections 'What is the contract period and how does it end?').

We may also increase your payments if required by law or if any regulatory authority requests or requires a change to any aspect of our pricing, including to reflect a change in the rate of VAT or other applicable taxation charge or levy, which affects the Services directly or our pricing structure generally. We will use our reasonable endeavors to notify you before any price increase takes effect under this section.

You must pay us all sums due to us in full and you cannot deduct or withhold any part of the sums you owe us, except as permitted by law. Please be advised that in the event of us not receiving full payment for Services provided, we have the right to suspend or terminate your Services and take any steps necessary to recover the amount due (including any costs incurred collecting the funds owed). There will be an additional cost incurred once account is passed over to external debt collection agency.

All prices shown on our Website and Order Forms are exclusive of VAT and our invoices show VAT payable as a separate item on each invoice. In any event you are liable to pay VAT on all Services provided.

What do I need to know about Voice over IP (VoIP) Telephony Service?

By purchasing our Telephony Service, you must understand that there are some limitations of VoIP technology:

What do I need to know about Mobile Services?

We are providing you with Mobile Services using approved devices, SIMs and network resources provided by our network providers both in the UK and abroad.

You must ensure that all your SIMs are used in accordance with these Terms. The SIMs remain the property of the network providers at all times and you are granted a limited license to use the SIMs to access the Mobile Services. We may recall the SIMs at any time. You must only use the SIMs in approved devices.

The Mobile Service may include premium services such as international calling and roaming. If using the Mobile Service abroad, your use of the Services may be subject to the laws and regulations that apply in that country. We are not liable for any failure to comply with those laws or regulations.

When the Mobile Service ends, we will disconnect all your SIMs and you will not be able to use the Mobile Service or make calls to the emergency services.

What do I need to know about the Leased Line Service?

Leased lines are either Ethernet in the First Mile ('EFM') or dedicated fibre circuits that either connect to the internet or connect two sites together without internet ('Point to Point'). You can also have multiple circuits to provide higher resiliency.

Leased lines are a bespoke service and installation time and costs vary from case to case. After you submit your order based upon our standard Fees, we'll need to do a site survey within 30 days of accepting your order to establish whether any additional Fees are payable.. After the site survey, we'll know if any additional Fees will apply and if so, you'll need to agree to these Fees. If you don't wish to accept the Fees or you don't agree to any extra Fees within 25 days, the order will simply cancel with no cancellation fees.

If the site survey does not identify any extra Fees, the order will automatically proceed using the Fee quoted when you submitted your order. If the site survey identifies additional Fees and you accept them, the order will proceed.

As we will have already carried out the site survey on your behalf in order to begin the Service, if you wish to cancel the Service before it is installed; there will be cancellation charges which will be passed on at cost to you along with an administration fee for our time. These cancellation Fees will be applicable irrespective of the reason for your cancellation. For the avoidance of doubt, any other cancellation period as set out in these Terms does not apply to Leased Line Services.

Access to the site may be required for:

If you agree a time and date for site access or a site survey for us or our technical partner or agent for the purposes of installation and/or configuration and you subsequently refuse the survey or it is not possible we reserve the right to recover in full any costs associated with the lack of site access or cancellation of site survey.

V4 Cloud bill quarterly in advance for Leased Line Services and we may require you to pay the installation charges and any excess construction charges before we proceed with the installation of your Service.

Each leased line will come with a service level policy, which will be detailed in your individual contract, to ensure that any faults are rectified within a certain time frame. Where we fail to meet the service level policy for a leased line, we will issue service credits for the time you were without service in accordance with our Leased Line Service Level Policy.

What happens if you move premises?

If you move address the order agreement contract will continue unless you exercise a right to end it in accordance with these Terms. If your new premises are in an area that's covered by our Services, then the Services will be moved to your new premises, but connection fees we reasonably incur may need to be paid.

If we are unable to provide Services to your new premises, then our standard cancellation terms of either one (3) months' notice (after the minimum term of Service) will apply.

What are your obligations?

You agree that you will at all times:

What are the limitations of V4 Cloud responsibility?

Nothing in these Terms shall restrict or exclude either party's liability for fraud or for death or personal injury caused by it or its employees' or agents' negligence.

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

If we are providing Services in your property, we will repair any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that are found while providing the Services.

If you are a consumer we only supply the Services and Equipment to you for domestic and private use. If you use them for any commercial, business or re-sale purpose our liability to you will be limited as set out in this section.

Except as expressly set out in these Terms, we are not liable to pay damages for any losses caused by use of the Services or delays or interruptions. We are not liable to pay damages if anyone other than an authorized paying customer gains access to that customer's connection to our Services, that customer's computer and other related equipment or gains access to, destroys or distorts any data or information held by us.

We are not responsible for any goods or services supplied in a separate agreement with another supplier, even if access to these goods or services is through our network.

Any offer, financial or otherwise in nature is no longer valid & V4 Cloud, its officers & Directors aren’t liable to honor it if signed paperwork isn’t received, accepted by our finance partner & approved internally by V4 as an Account within 14 days from when the offer was originally made. Such an offer must be in writing to a Customer.

V4 Cloud, its Officers, & Directors are not to be held liable for any financial or any other offer or claim or a statement alluding to such made by an inactive or active employee of V4 if it hasn’t been accompanied by prior consent in writing by a Company Director within V4 Cloud.

If you are a business, except as set out in this section and the section called 'What are your obligations?' and except for the requirements for you to pay all Fees owing to us under these Terms, neither party's aggregate liability to the other party with respect to these Terms for any claims arising in any calendar year (whether in contract, tort, arising as a result of negligence or breach of statutory duty or otherwise) shall exceed three thousand (3,000) pounds sterling.

If you are a business, neither party will be liable to the other for any economic loss including, without limitation, any loss of profits, anticipated savings, business, contracts, revenue, time or goodwill or loss of data whether in contract, tort, arising as a result of negligence or breach of statutory duty or otherwise or the cost of procuring substitute goods or services provided that doesn't include:

How will we contact each other?

You may contact us by sending an email (helpdesk@v4cloud.co.uk), by calling our telephone numbers as set out on our Website and any important communications (including any notices or other communications required under these Terms) should additionally be sent by post to: V4 Cloud, Cash's Business Centre, 228 Widdrington Road, Coventry CV1 4PB.

We will contact you at the email address that you provide or an alternative email address you provide to us for this purpose.

Will any of this change?

Over time, this is possible. We may change these Terms from time to time by notifying you of the revised Terms by email. If any change we make is detrimental to you, you can terminate the affected Service(s) by providing 1 months' notice unless such change is required by law or regulation. You will be deemed to have accepted the change if you continue to use the Services.

What if I have a complaint?

We are committed to providing excellent customer service and endeavor to deal with any complaint fairly and within a reasonable period of time. However should you remain dissatisfied with any aspect of our service, you should follow our Complaints Policy by sending a formal written letter to the address: V4 Cloud, Cash's Business Centre, Unit 2, Ground Floor, 228 Widdrington Road, Coventry CV1 4PB or by emailing helpdesk@v4cloud.co.uk and we will try to resolve your complaint as soon as possible.

If a complaint cannot be resolved within 8 weeks of you raising it with us, then you may consider alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Alternative dispute resolution services for our customers are provided by Ombudsman Services: Communications whose website is ombudsman-services.org/communications.html who will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. Alternatively, you can refer your dispute to the European Commission online dispute resolution platform.

What happens if there is fraud on my account?

You are responsible for all call charges and other charges resulting from fraudulent and/or unauthorized use of the Equipment and the Services by you and third parties. It is therefore imperative that you keep your personal details, your computers, your network and access to your premises secure. V4 Cloud reserves the full rights to pass on costs of any “fraud calls” to the Customer Account if in case detected by our Billing Platform & This must be paid within 14 days. V4 Cloud can offer you a fraud protection cover at an additional cost per month should you enquire with helpdesk@v4cloud.co.uk This can be activated on your account

What do I need to keep confidential and what about my personal data?

Both parties agree to keep in confidence any information of the other, whether written or verbal, of a confidential nature obtained in association with these Terms except to the extent that any disclosure is required by law, for us to provide the Services or that such information has already entered the public domain.

You agree that our network providers and us may use your personal data to provide the Services and in accordance with our Privacy Policy.

Is there anything else I need to know?

All intellectual property rights in the Services are owned or licensed by us or its network providers and you agree that you have no right, title or interest in such intellectual property rights.

We may assign these Terms, or these Terms only in respect of particular Services which we provide to you, to a third party, provided we give 7 days’ formal notice via the monthly invoices you receive from us, of a change in assignment of these terms, to a third party appointed by us.

Any failure or delay by either party in exercising or enforcing any rights or benefits granted by these Terms won't be deemed to be a waiver of any such right or benefit nor will it prevent us from exercising or enforcing any such right or benefit or any other right or benefit on any other occasion.

If a court arbitrator or any government agency stipulates that any part of these Terms is unenforceable, the remaining Terms will still be valid and enforceable.

These Terms do not create any other rights for, or enforceable by any third party under the Contracts (Rights of Third Parties) Act 1999 except that our mobile network providers will have the right to enforce any rights in relation to the Mobile Service conferred under these Terms directly against you.

Nothing in these Terms shall be construed as creating a partnership or joint venture.

The Terms set out the entire agreement between you and us relating to the provision of the Services to you including all intended rights and obligations and supersede any and all previous agreements and understandings between you and us with respect to such provision.

The Terms shall be governed and construed in accordance with English law and both parties submit to the exclusive jurisdiction of the English courts.

Cooling off Period

V4 Cloud does not offer a cooling off period for Business customers including Ltd and non-limited companies.

Your Rights:

As a V4 Cloud customer, you have the right to cancel your contract before or during the the Minimum Term of 60 months, So whether your circumstances have changed or you've spotted a better deal from a different provider, Please note by cancelling your contract Early termination Fees will be applicable, V4 Cloud early termination fees is calculated by your monthly minimum fee, times the remaining months left on your relevant contract term as reflected on our system, payable within 10 days from date of cancellation received.

Usage caps

If your Broadband Service has a cap on the amount of data that you can download or upload each month ('Usage Cap'), your usage must not go over that Usage Cap each month. For the current Usage Caps on each Product, please contact us on 0800 038 6333. Excess usage on the standard broadband connections is '1 / GB. If we charge you for excess usage, we will let you know by email and by post and we will explain the consequences of you going over your Usage Cap, for example, the increased subscription or other charges you incur.

“V4 Cloud have a fair usage policy of 500GB of data usage on any unlimited broadband product offered to its customers. We reserve the right to charge for any excessive usage over this amount”.

Broadband speed

Standard broadband speeds are 24 Mbit down and 1.3Mbit up on SME Bundles and SME Broadband Only and can vary depending upon the location of your local exchange and other factors. Speeds on the BT 21CN type service are also the same being 24 Mbit down and 1.3Mbit up and can vary depending upon the location of your local exchange and other factors. Speeds on the BT IP stream service type are generally around 8Mbit down and 448Kbit up and can vary depending upon a host of factors. Standard Fibre speeds are 40 to 80 Mbit down and 10 to 20 Mbit down depending upon the monthly tariff option chosen and a host of other related factors.

Customer Acceptance of Terms of Business from V4 Cloud

The Small Print

Pricing Options

Call rates always billed in pence per minute. The published pricing options are subject to availability at all times. Prices are valid from 01 / 06 / 2014. Any mention of UK Call Rates refers to only calls made to 01, 02, 03 Numbers.

All Call packages & standard call rates across all voice products are billed in 30 seconds increments across the Board for all V4 Accounts.

All published pricing options are exclusive of VAT at all times. Minimum calls set up fee of 50p applies, which would otherwise be less than the minimum charge specified in certain cases. Operator Assist Calls like 100, 155, 195 will be charged depending upon incidence and duration of calls and tend to be usually expensive call types. Calls from Northern Ireland to fixed telephones in the Republic of Ireland will be charged at the appropriate Inland rate. Calls from Northern Ireland to mobile telephones registered in the Republic of Ireland will be charged at the same rate as calls from the rest of the United Kingdom to mobile telephones registered in the Republic of Ireland. Calls to the Channel Islands are charged at National Rate

V4 Cloud continues to use the information available in the public domain from various providers to tally them with our standard tariff options to create the best pricing each time for the end customer. We carry out this online comparison exercise once per calendar month.

All pricing options with any new orders can be ordered and submitted to our inbound sales team online or even via our website. V4 Cloud Members can offer free call backs to any new orders at all times. V4 Cloud makes these 2 options available to the end customer if somehow the same phone number can't be retained while moving premises where the customer can choose from 1) CALLER REDIRECT is a recorded voice message advising all incoming calls of your NEW phone numbers. This costs £9.99 a month. 2) You can choose to have REMOTE CALL FORWARDING to your new number. This will cost you an additional £30 per month plus the cost of all Diverted calls. New Line Installations are billed at an upfront payment of £65 once off fee. The new line install fee of £65 applies to all conversions from a BT Open Reach Line to an LLU Line. LLU to BT Open Reach Line Conversions have an upfront install fee of £99. Direct Debit completion is compulsory at point of sale for all Channels. Non Direct Debit Accounts attract a monthly invoice administration fee of £15.99 a month. Non Email Billing Accounts attract a monthly invoice administration fee of £2.99 a month. The Direct debit Dishonor fee is £15.99 and Cheque Dishonor fee is £15.99. All charges mentioned in this section are standard charges that apply unless otherwise stated as per any promotional offers that may or may not be offered to you as the end user.

Hardware, Delivery, Appointments and Bills

Late Payment

Our system processes all Direct Debits available on file authorisation mandate from our end user base.

Any failed Direct Debit accounts due to reasons like incorrect details or change of details not informed prior & updated on our systems, or lack of sufficient funds to the tune of the reflected amount on the V4 Cloud invoice are given overdue payment reminders post due date before suspension of services occurs.

If a Direct Debit is dishonored or cancelled we shall suspend your service until payment is made & Direct debit is reinstated. Non DD Fee of £15 will be charged for all cancelled Direct debit accounts and accounts where no mode of payment is set. We may charge interest on all overdue amounts from time to time on a daily basis at a rate of 8% above the base rate of the Bank of England, to run from the due date of payment until receipt by us of the full amount (including any accrued interest) whether before or after judgement in respect of the overdue amount.

£15.99 Late Fee Applies to all Unpaid Accounts including Failed Direct Debit Accounts.

Unpaid Accounts are suspended from active services on our auto system on or before 33 days from the Bill Issue Date as reflected on your V4 Cloud Invoice.

V4 Cloud members regularly get in touch with outstanding accounts via reminder notices and follow up calls to ensure the accounts are up to date before suspension occurs.

Suspension of services under our credit control terms are only removed post full payment of the outstanding account has been received on our system and a reconnection fee of £20.99 per suspended account has been agreed to be paid onto the next V4 Cloud invoice. Accounts, which remain unpaid even post 15 days from Bill Issue date, may have their services fully disconnected and the outstanding account handed over to a debt collection bureau.

Changing your plan

V4 Cloud Fair & Acceptable Usage Policy applies across all the products & services available from V4 Cloud. Plan Options can't be changed in the 1st 12 months from Live Date.

Post 12 Months from live date, pricing options can be changed to upgrade or downgrade at no extra admin fees. However, any modifications on broadband connections attract a once off fee of £30 (unless otherwise stated) payable on your next invoice.

SME Fixed Voice Comparisons have been done with a standard telephone line. It doesn't include any reference to fibre optic lines. Broadband Connection speeds continue to remain dependent on the quality of your telephone line, ability of the local change to support the expected speeds and the distance between your business premises and the local exchange.

We have the right to restrict broadband connection speeds that exceed 50GB per month unless advised otherwise in the terms of the order as a part of the V4 Cloud Fair & Acceptable Usage Policy.

Retail Price Index (RPI) & Pricing Update

Your broadband, mobile and landline monthly plan fees might go up in some cases in line with any change in the rate of RPI (Retail Price Index). Lot of our extra charges at account level, like out- of-cap calling rates and your optional bolt-ons will go up in line with RPI too. The price of our pay monthly plan fees increases in line with RPI so we can keep pace with inflation. This reflects the increase in the costs to run and invest in our wholesale support networks and service we provide you and allows us to invest in after care improvements and make sure we give you the best possible service at all times.

Router options

Technicolor TG 582N Pro Wireless Routers are available with broadband or fibre connections free of charge when ordered at the point of sale. A separate fee of £15.99 is payable upfront at the point of sale, which includes cost of router configuration, packaging and tracking delivery based on RM 48 Hour Express Delivery.

Technicolor TG 582N Pro Wireless Routers are available at a one off price of £50.99 where not ordered at the point of sale or where ordered without a broadband or fibre connection.

These Technicolor routers have a warranty period of 12 months and conditions may apply on warranty availability. Credit for returned routers (if proven to be faulty and under warranty) equals to £27 once received to our offices and will be applied to the following month's V4 Cloud invoice. This excludes any routers you receive free of charge from V4 Cloud.

Credit for a wireless router no fault found and returned to our stock is £10 onto the following month's invoice. Credit for an unopened wireless router and 'returned to sender' if correct end customer address supplied on our system is £27 and if incorrect end customer address supplied on our system, credit reduced to £17. All such router credits on wireless routers are processed onto the following month's invoice.

Broadband speed and options

Broadband Pricing Options may vary, depending upon the location of your local exchange

Connection Fees

There can be a migration fee of £30 on broadband connections when moving from another provider to V4 Cloud or a new activation fee of £65 for a new telephone line when setting up a new broadband connection on it. There is a cease of service fee during the Minimum Term of 60 months or after the end of the term of £11 if request for cease of services is registered on our systems.

Expediting Business Fibre connection installations or expediting repair requests on existing fibre connections from V4 Cloud have an additional fee of £250 payable upfront at the point of submission of order. Special Faults Investigations requested on broadband connections can range between £60 and £200 depending upon the nature of the special fault.

Business Fibre Connections from V4 Cloud on the BT Fibre backbone have an upfront set up fee of £99 payable at the point of submission of the order for migration of existing fibre connections based on the BT fibre backbone or setting up a new fibre connection.

How to cancel

You have the right to cancel via email, phone or in writing to us. Please visit the CONTACT page for our contact details or simply drop in an email with 'CANCEL MY ORDER' with your contact details to helpdesk@v4cloud.co.uk Cancellation or Early Termination Fees before the Minimum Term is over on any V4 Service is the minimum Fee per month times the remaining months left in the Minimum Term. All cancellation fees are payable within 7 days from date of cancellation to V4 Cloud to facilitate transfer to any other provider at the customer end.

Please note that on our V4 Cloud standard pricing listing (available upon request), there is a minimum call cost set up fee of 50p unless advised otherwise on the chosen tariff option selected at point of sale on your order.

All of the pricing information and tariff options on the V4 Cloud website is purely for view purposes only and exclude any contractual proposition or warranty terms imposed on any of our products or solutions made available to the end customer.

Finance Agreements – End of Term Clause

Please be advised that all finance agreements for lease of any business hardware has a fixed term as agreed with V4 finance partner. All finance agreements arranged by V4 for lease of equipment always has all business hardware sourced, supplied & maintained by V4. The title of goods for any such business hardware is held by V4 Cloud. It is hereby agreed that your monthly repayments to the finance company has no bearing on the supply of the Recurring services or network services billed monthly by V4, & are hence treated as two separate items. Upon end of the fixed term on any finance agreement arranged via V4 Cloud, any such business hardware will continue to be billed by V4 at the agreed monthly rental pricing as a standard billing structure set across all V4 Clients unless agreed otherwise in writing. The customer has the option to opt for an outright purchase at an agreed price for the business hardware at the end of the original finance fixed term agreement or upgrade to a different business hardware solution at the newly agreed cost per month.

Change of Ownership

Waiver and release of liability

CUSTOMER with unrestricted access to international voice destinations or extensions via cloud solutions, agrees, represents and warrants to V4 CLOUD that:

General

If you are a business. any liability for unintended errors, omissions or any arising resulting loss is expressly disclaimed. All prices exclude VAT, special deals, promotions or deal exchanges at all times across all V4 Cloud products & Services. All V4 Cloud UK new orders must have the use of Direct Debit and Email Billing at the point of order submission. Paper Billing is made available at an additional administration fee of £2.99 per month. V4 Cloud members can't be held liable for any incorrect billing arising out of incorrect order or service or contact or email details being supplied and any V4 Cloud liabilities in this area is expressly disclaimed & withheld herewith.

The mobile/local telephone number(s) referred to in this form to be ported to V4 Cloud.

The information provided in this form to be used for porting, the routing of calls or in association with the delivery of telecommunications services, for customer and network fault management and complaint handling. and for the information provided to be used by the emergency services, and law enforcement agencies for their lawful operations.

I acknowledge that
I have authority to request the porting of the number(s) referred to in this form.
I have been advised of, and accept, the following:

LOCAL LINE RENTAL OR LINE WITH CPS (CALL TRAFFIC) TERMS OF BUSINESS FOR THE V4 CLOUD END USER

These Terms and Conditions apply, where applicable, in conjunction with the V4 Cloud Broadband Terms and Conditions, Broadband Bundle Terms and Conditions, all pricing options on our website and advertising material and also our Fair & Acceptable Usage Policy, as detailed on www.v4cloud.co.uk and set out the legal relationship and the agreement between you and V4 Cloud Limited of 1st Floor, West Midlands CV1 4PB.

1. Definitions

'Access Provider' shall mean the company that provides the physical telephone line(s) to Customer and associated telephone number(s). 'Affiliate' shall mean a holding company, group company, or subsidiary direct or indirect, or a company which is under the common control with the company concerned.

'Agreement' shall mean these outlined terms and conditions, V4 Cloud tariff options for the Line Rental or Line Rental with CPS and the Customer New Order Sign Up Form which together constitute a legally binding agreement between V4 Cloud and the end user. 'Customer' means the end user of the Services.

'Billing Start Date' means when the Customer commences to use the Service as determined by our system

'Ancillary Services' means any form of Value Added Services on the set of services in use at the end user premises including but not limited to call management services such as call waiting, call forwarding or similar services applied to the telephone line and including CPE, rental products for example telephone fixtures and accessories.

'Carrier Pre-Selection' or 'CPS' shall mean the service whereby the Customer is able to pre-select a service provider other than the Access Provider for his or her telephone calls according to the all calls option.

'Charge' means the monthly charge payable by the Customer to V4 Cloud to obtain the Services.

'Contract' means a binding agreement between you and V4 Cloud for the provision of any Service for which you agree to enter into a Contract 'CPE' means customer premises equipment.

'Equipment' means a telephone or other service provider equipment, including any modem or filter, that is located on the Customer's premises.

'Fair & Acceptable Usage Policy' shall mean the usage policy as displayed on V4 Cloud web site at www.v4cloud.co.uk. (or available on request to the V4 Cloud Customer Retention Team). This policy may be amended by V4 Cloud from time to time.

'Line Maintenance' means the maintenance of the line in relation to faults or additional fixtures and accessories.

'Minimum Period Agreement or Contract' means a period of 60 months commencing from the Start Date, depending on the Contract agreed on which service selected. 'Network' shall mean the telecommunications system owned and operated by any third party telephone network provider that V4 Cloud may contract with. 'Order' means the Customer's order for the Services.

' V4 Cloud ', 'we', or 'us' shall mean the provider of the Service, which is V4 Cloud, whose registered address is 228 Widdrington Rd, Coventry CV1 4PB.

'Service' shall mean the Service, the Ancillary Services, CPS, Single Bill Service, Broadband or any other Service that V4 Cloud may offer from time to time.

'Single Bill Service' means the service package whereby the Customer can opt for 'all Calls' CPS in tandem with single bill including all call types, line rental and Ancillary Services in accordance with the regulations governing such service set out by Ofcom and any other amending or additional regulations or legislation or Codes of Practice applicable to Single Bill Service.

Start Date' means the date from when you the customer have signed the order agreement. 'Customer Authorization' means the agreement made between the customer and V4 Cloud for provision of the Service. This agreement can be printed, electronic, verbal, or other methods as approved by regulation.

Rate Sheet' means the printed document which includes information concerning the charges for the Service This Rate Sheet may not be a full itemization of all charges applicable to the Services provided by V4 Cloud and also may change from time to time.

2. Service

3. Any Service will be charged in accordance with the rates and methods provided to the customer. These charges may be provided in a Rate Sheet, our web site, by contacting V4 Cloud l Customer Support, by any other methods if available, or within these Terms and Conditions.

4. Use of the Service General

Maintenance Charges for FS Clients:

For a hardware / field sales customer, If the maintenance package is not taken, first 12 months are free and then the applicable maintenance rate card plan from V4’s maintenance rate card packages apply over a 48 months term from Month 13 onwards. Early Termination Fees on Maintenance cover from V4 is monthly fee times the remaining months. A detailed copy of this maintenance rate card can be requested by emailing: helpdesk@v4cloud.co.uk. at any time.

V4’s Maintenance Services are available Monday to Friday, 9-5pm. Below is the maintenance fee structure for customers who chose to opt in for V4’s Maintenance Package:

Description	V4 Maintenance Bundle 1	V4 Maintenance Bundle 2	V4 Maintenance Bundle 3
Number of Extensions	1-10	11-20	21-50
Monthly Maintenance Fee (ex VAT)	£34.99	£49.99	£59.99
Introductory offer (signup within 24 hours)	£29.99	£39.99	£49.99

Type	Customers with Maintenance Cost (+ VAT)	Customers without Maintenance Cost (+ VAT)
Engineer Callout (up to 1 hours on site)	£145.00 + VAT £75 + VAT (An Hour Thereafter)	£185.00 + VAT £125 + VAT (An Hour Thereafter)
Half Day Engineer Visit (For Additional Work)	£275.00 + VAT	£350.00 + VAT
Full Day Engineer Visit (For Additional Work)	£400.00 + VAT	£600.00 + VAT
Remote Charges (subject to extent of works)	From £50.00 + VAT First 30 minutes £30 +VAT for every 30 minutes thereafter	From £80.00 + VAT First 30 minutes £45 +VAT for every 30 minutes thereafter

Maintenance cover Charge for Clients where V4 has supplied the full service hardware including but not limited to PABXs, Wi Fi Equipment etc:

Where you receive our Services and/or any Equipment as a Customer of ours, any returns on such equipment will not be accepted without our prior knowledge or written consent from V4 Cloud.

You agree to use our Services strictly for your own use and not to resell any Services without our written permission.” Any maintenance cover becomes chargeable from the Month 13 of your billing cycle, unless agreed in writing on V4’s signed order form otherwise & is charged to your monthly phone bill. All Maintenance cover contracts have a minimum 4-year term, & also have an early termination fee of monthly fee times remaining months payable immediately upon termination. V4’s Maintenance cover is only valid if a V4 Engineer signs off a successful health check of all customer equipment V4 has supplied on site, & is deemed invalid if a 3rd party engineer is used. When a 3rd party engineer is used without V4’s prior written consent, any faults, faulty equipment, replacements needed are chargeable & payable upfront to V4 Cloud. They are no longer considered included otherwise in a valid maintenance cover. In the event the system or equipment have been tampered with by a 3rd party your maintenance agreement will be terminated and you agree to pay the early termination fee’s applicable to the maintenance cover on the account.

Early Termination Fees:

All services provided are subject to a 'Minimum Term' as set out on the Order Form or on our Website when you order. If not specified, for Business Clients including sole traders, partnerships & Ltd Companies, “minimum term” is always 5 years. The ‘Minimum Term’ for each service starts from the date the respective signed order agreement is received by V4 Cloud. After the minimum term has expired, the services will roll on a monthly basis until either party cancels or renews the contract for Businesses with less than 5 employees. For Business customers of V4 with more than 10 employees, the said “minimum term” automatically rolls over for another set of 5 years & as per current industry regulations, it doesn’t need your prior consent.

If you wish to cancel your services during the ‘Minimum Term’ other than where you have a right to end it without incurring early termination charges (see section 'What are V4 Cloud payment terms and charges?) we may charge you a standard cancellation charge, or early termination fee’s, whichever is greater in value. Unless you tell us otherwise, we may charge this amount directly to any credit or debit card which you have provided us with details of and, by entering into this contract, you are authorizing us to do so. We will give you reasonable notice in writing before these charges are applied.

Early Termination Fee on all V4 Products & Services are monthly fee times remaining months unless specified otherwise in writing on a V4 document, & are always payable immediately upon request.

After the Minimum Term for a Service has elapsed, you can terminate that Service at any time without paying any early termination Fees, providing you give us one (3) months' notice of termination. Any such cancellation Fees will not exceed the charges you would have paid for the remainder of the services less our costs.”

V4 Assurance

To continue an outstanding level of customer experience, we have introduced as of 01.07.2018 a new add on engineering help for V4 Clients across the board called “V4 Assurance”. V4 Assurance provides an ultimate safeguard against the bill shock of unexpected engineer visit costs in case of outages, issues and fault investigations with your telephone line or internet services

When you (the customer) reports a fault with your telephone line or internet services, V4 Cloud will report this to Openreach on your behalf. Where Openreach can’t fix the fault remotely, they will send an engineer to the local exchange, and in most cases, to the customer site as well. Unfortunately, if the cause of this fault is located within the customer property or within the customer apparatus, a charge for the Openreach engineer visit (anywhere between £150 - £250 ex VAT) is applied to the next V4 monthly invoice, something we pass on to you since we get charged by Open reach as well.

If you (the customer), has opted in to be on the V4 Assurance monthly service at the minimal monthly fee of £1.99 ex VAT per month, V4 Cloud will absorb the cost of such Engineer charges incurred. This does however, exclude any other fees like missed appointments charges, time related labor charges or any extra material costs, which may have been provided by the onsite engineer. V4 Cloud will pass on the costs of engineer visits in case of missed appointments, or line faults, any materials used, any labor spent remotely or on site for the customer account unless agreed otherwise prior in writing.

Please be advised that irrespective of being on a V4 Assurance service on your monthly bill, you will still be required to complete all CPE (Customer Premise Equipment) checks as advised by a V4 Customer Experience Advisor, before an engineer is booked in and scheduled to go in for fault investigation.”

IT Services

Definition of terms used in this document

"Service" or "services" refers to the technical assistance, and/or the process of providing technical assistance, that V4's Managed IT Support offers and any options therein, "Customer" is any individual or individuals who willingly form a commercial relationship with a representative of V4, Methods of contact include, but are not limited to, telephone, email, & internet chat Communication of a V4 representative with a "Customer" does not imply that any services have been rendered unless verbally agreed over a recorded phone call or signed in writing by both sides, "Customer" is any individual or individuals who willingly choose to utilize one or more services offered by V4, "Customer" also describes any individual or individuals utilizing one or more services offered by V4, but who has a "authorized representative acting as the Customer" contact V4 to represent them. "Utilization" or "utilize" is the action of a Customer willingly receiving one or more of the services offered by V4 in Managed IT Services & solutions.

"Technology" refers to any desktop computer, portable computer (laptop), tablet or smartphone. Desktop computers typically have a monitor (screen), mouse and keyboard attached to them. Laptops are all inclusive and can also be referred to as a "computer", Tablets and smartphones are typically mobile devices with a touchscreen running a specific mobile operating system such as, but not limited to, iOS and Android, The term also refers to devices including but not limited to, networking equipment such as routers both wireless and non-wireless, consumer electronics such as televisions, Blu-ray players, and video streaming devices, "Computer peripherals “or "peripherals “are any device that attaches to a computer, Examples include, but are not limited to, printers, scanners, speakers, microphones, cameras, and external storage devices (external hard drives, tape drives, USB drives, etc.} "Software" is any program that can be placed, installed, and/or used on a computer, mobile phone or tablet device.

Acceptance of policy

Upon utilization of one or more of the services offered by V4, the customer automatically accepts all the terms and policies detailed in this document The Customer bears the right to reject one or more of the terms and policies described in this document If a Customer rejects the terms and policies described in this document, V4 reserves the right to refuse our services to that Customer.

Modification of terms and policies

V4 bears the right to modify any information in this document at any time upon 30 days' notice including but not limited to pricing, charging methods or assignment of rights to another company or individual. V4 is not obligated to provide prior warning, or post notification, to any individual or individuals of modifications to this document beyond 30 days.

Types of services available

All options refer to V4 Managed IT Support & Solutions for a home or consumer service options, as well as V4 Managed IT Solutions & services for business service options.

"Data Backup"- a customer pays an upfront fee for cloud data backup services, followed by an ongoing monthly charge (recurring payment) for continued data backup services, which include support for all data backup service related issues or questions, This service is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated, V4 may utilize 3rd party software and services to provide the data backup capability, Support is typically handled exclusively by V4 representatives situated in Coventry, United Kingdom & Kolkata, India via our authorized contact center operations.

"Software" - a customer pays a recurring fee for anti-virus and/or anti-spyware software, This service is available for a minimum 60 months contract term and will automatically be renewed upon 30 days’ notice, unless a cancellation of services is initiated, V4 may utilize 3rd party software and services to provide the software, Support is handled exclusively by V4 representatives.

Fees/Payment

The amount that the customer is going to be charged relies upon which service option or options they choose to utilize, When a customer agrees to utilize one or more V4 Managed IT Support & services, it is the customer's obligation to provide payment in advance prior to the service being initiated, The customer bears the right to refuse payment for the services, but V4 then bears the right to refuse service to that individual or individuals.

V4 maintains the highest level of security compliance internally as well as in external relationships via ongoing audits.

Technologies Supported

V4 with its Managed IT Support solutions & services offering supports computers, computer related devices, mobile phones (such as smartphones), tablets, software, and most consumer electronics. Computer-related devices typically are referred to as "peripherals “as mentioned above. Also, support expands to "any technology that assists a computer or other technology device in performing one or more functions". This includes, but is not limited to, support for issues such as viruses and malware, routers and modems, and assistance with software packages such as Antivirus software. As new technology arises, it is left to the discretion of V4 if any other technologies will be added to the scope of support. V4 reserves the right to decline service for any issue, device, product or item for any reason at our discretion.

Responsibilities of V4

It is the responsibility of V4 to provide customers with competent and timely solutions to their technology problem(s). V4 representatives strive to provide excellent service. If the technician cannot resolve the issue via a remote connection, the technician is required to instruct the customer as to what needs to be done next to resolve the issue verbally, & if requested in writing as well

The customer should be aware that while V4 technicians are expected to perform exceptionally and timely, certain circumstances and the nature of issues can cause resolution times to vary. V4 does not guarantee resolution times and time of resolution is not a factor impacting any money back guarantee claims registered by our customer service teams.

V4 has partnered with third-party independent engineers to provide onsite support & support any technical call outs for our Customers, when a situation or ticket registered can't be resolved over the phone or remotely. V4 is not responsible for any services rendered by the third party. V4 removes itself from all liability associated with using this third party service. Onsite services are not included in any V4 Unlimited Managed IT Support plans or packages, and they are always separate billable services payable upfront by the end user.

V4 Managed IT Support & services are in no way a warranty. Replacement of items such as hardware, components and accessories are not covered under any of our Managed IT Support packages & depend upon manufacturer warranty terms & conditions.

V4 Managed IT Support & services is not responsible for obtaining, or paying for, any software, including, but not limited to, operating systems, software applications, and drivers

Customer's Responsibility

The customer is expected to provide the sales agent, support technician or any other V4 representative, with any information requested to the best of the customer's ability and knowledge. Withholding important information for the purpose of invoking the money back guarantee is prohibited.

The customer is expected to understand basic instructions that the technician provides to them over the phone. The customer is also responsible for seeing the support process through to its completion.

Indemnification

Customer agrees to indemnify, defend, and hold harmless V4 and its employees from and against any claims, damages, liabilities, costs, fines, penalties and expenses (including solicitor costs and other professional fees and costs) arising out of or relating to (a) Customer use or misuse of any Software and/or Services; (b) Customer violation of the V4 Terms of Business;(c) Customer violation of any rights of a third party; or (d) any other negligent or intentional misconduct by Customer. V4 retains the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by Customer in which event Customers is required to cooperate in asserting any available defenses.

Custom Designed Software

V4 may use custom designed software and scripts to assist in resolving an issue, reporting data system information, or automating a task. Such software may be manufactured by V4 or manufactured by a Thirdparty (see section titled 'Third-party Software").To the best knowledge of V4, the software is fully licensed and breaks no laws when it is used on a customer's device. V4 is not responsible for the unlikely scenario of such software causing damage to your device's hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor and/or manager. V4 may accept End User License Agreements on your behalf - for any V4 designed software.

Third-party Software

Oftentimes, V4 will use "third-party software" to assist in resolving an issue. "Third-party software" is software that is not manufactured by V4. Examples of this software are virus and malware removal tools. To the best knowledge of V4, the software is fully licensed and breaks no laws when it is used on a customer's device.

V4 is not responsible for the unlikely scenario of third-party software causing damage to your device's hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor and/or manager

V4 may accept End User License Agreements on your behalf - for third party software and any V4 branded software.

Remote Assistance

V4 uses proprietary remote assistance software to help resolve most customer issues. Remote assistance software allows the technician to remotely control a customer's device to expedite the steps needed to resolve the issue.

This software is fully licensed and breaks no laws when it is used on a customer's device. The software installs a small piece of software on the customer's device. While the software is typically harmless, V4 bears no responsibility for unforeseen negative effects that the software has on the customer's device.

A functioning internet connection is required on the device in which the technician intends to take remote control of. The lack of internet connectivity or a slow internet connection can make remote assistance impossible. In this scenario, the customer will need to follow the technician's instructions to restore the device's internet connection for the purpose of eventual remote control.

The customer bears the right to refuse a remote connection to their device. But the customer must then understand that without remote assistance, resolution of the issue will take longer and require more customer interaction & potentially the need for an on-site technician visit.

V4 also bears the right to refuse service, at its sole discretion, if a customer chooses to refuse a remote assistance connection.

V4 may accept End User License Agreements on your behalf - for third party software and any V4 branded software.

Data Backup and Data Loss

V4 will make their "best effort" to salvage and secure any important data on a customer's device or notify the customer of a situation where data may be lost. However,V4 is not responsible for notifying the customer of potential data loss, backing up data, the loss of any data or the failure/inability to retrieve previously backed up data, by V4's Backup solutions & Services or any other method. Unforeseen issues may occur and V4 is not responsible for these situations during the course of our troubleshooting and support process. It is the customer's responsibility to ensure that their data is properly backed up before engaging in any support or troubleshooting with V4.

Failure to maintain current payment for any data backup services provided by V4 will automatically forfeit access to existing data backups completed by V4's Backup Service. Data backups will be deleted upon cancellation or non-payment of services. The customer does not own perpetual rights to their backed up data. Data is only accessible through the data backup service while the customer is a current, paying data backup service subscriber. V4 will also cease to complete any additional data backups. Any data loss or data backups missed are not the responsibility of V4

Cancellation policy

The customer may cancel standard service by giving us 3 months’ notice in advance when out of contract. However, cancellation of a service does not necessarily entitle the customer to a refund. From time to time V4 may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time of up to 24 months. Should the customer wish to cancel the Contract at any point during their contract period, an early termination fee of the remainder monthly fee of the contract term would be applicable. Any dispute arising of the contract termination fee should be raised and addressed to helpdesk@v4cloud.co.uk

After-sales, After-care, customer-relationship queries & customer contact methods disclaimer pertaining to all matters in our supply agreements

Please be advised that all contact with us must be always made via the various methods enlisted in our client communication emails, bills, statements, or letters or directly on our website et al. This can be via phone, emails, live chat, or via direct messaging groups such as Microsoft Teams.

If in any case any direct contact is ever made by a customer of ours with a colleague on our side via their direct phone line or their named individual email & this inadvertently results in delayed action to any queries owing to them being away on leave or on training sessions for example, we assume no liability in our supply agreements for any detrimental impact this may cause to queries not being dealt with promptly & subsequently does not impact how we deliver our supply agreements & resulting obligations contained therein.

Please note herewith, that individual-named emails, & direct contact numbers for colleagues on our side are not monitored & hence responses maybe delayed or missed. All customer contact must occur via the various methods enlisted in our client communication emails, bills, statements, or letters or directly on our website.

V4 Assurance

V4 assurance opt in addition – introduction

To continue delivering an outstanding level of customer experience to our clients, we have now introduced as of 01.07.2018 billing period a new add on service for V4 Clients across the board, termed as “V4 Assurance”

V4 assurance – description

When you (the customer) reports a fault with your telephone line or an internet service (Broadband or Fibre), a V4 Advisor would take you through all CPE (Customer Premises Equipment) checks for the first time to identify the fault and help you resolve them. However, if the fault still persists even after all CPE checks have been completed the first time, a fault is reported to Openreach for further investigation. Where Openreach can’t fix the fault remotely, they will send an engineer out to the local exchange, and in most cases, to the customer site as well. However, if the cause of the fault is located within the customer property or within the customer apparatus after the NTE (Fault investigation results) which is ascertained by the Openreach Engineer, a charge for the engineer visit is levied to V4 Cloud by Openreach which is then passed on to the end user (Openreach Engineer Visits cost anywhere between £150 - £250 ex VAT), a cost we reluctantly pass on to you, the customer, since we get charged by Openreach.

If you (the customer), has opted in to be on the V4 Assurance monthly service add on at the Minimal monthly fee of £1.99 ex VAT per month (Effective 01.08.2018), this changes to £2.99 ex VAT for Clients with Phone Lines & £3.99 ex VAT per month for clients with phone lines & broadband or fibre broadband services) per CLI, V4 Cloud will absorb the cost of such Engineer charges incurred for you. This does however, exclude any other fees like a missed appointments charge (the penalty cost when you miss a pre agreed booked appointment with an Openreach Engineer), any time related labor charges or any extra material costs, which may have been provided by the onsite engineer & then is passed onto your monthly bill as it’s a part of the V4 Assurance addition.

Please be advised that irrespective of being on a V4 Assurance service on your monthly bill, you will still be required to complete all CPE (Customer Premise Equipment) checks the first time with alternate equipment as advised by a V4 Advisor, before it is escalated to an engineer being booked in for fault investigation.” V4 Assurance is valid only for Line and broadband issues, V4 Assurance do not cover any hardware / system issues.

Acceptance or cancellation of costs & our terms of business

Upon utilization of one or more of the services offered by V4, the customer automatically accepts all the terms and policies detailed in this document & our terms of business as detailed on V4’s website at v4cloud.co.uk. The Customer bears the right to refuse payment for the services, but V4 then bears the right to refuse the supply of such services to the eligible account. V4 maintains the highest level of security compliance internally as well as in external relationships via ongoing audits as per usual when you choose to opt in to this service.

As a Customer, you have the right to cancel your opt in to this service without any penalty within 30 days of being notified via your monthly V4 Invoice or via electronic mail, text or any other means of communication as maybe relevant to your V4 Account. You can choose to cancel the opt in to this addition service to your monthly account from V4 by

A. Email us at: helpdesk@v4cloud.co.uk
B. Phoning our Customer Services Team at: 0330 124 8389
C. Live chat as on V4 Website
D. Once the 30 days is over, this addition is applied to your account each month from V4 over a 60 months term, & early termination fee of monthly addition costs times the remaining term left at the time is payable immediately

V4 Cloud Manual & Administration Fees List - Nov 2021

Line Item	Monthly Price (£)(PPM Where Applicable) (Pricing EX VAT)
Broadband- Extra Usage/GB	£1.99
Claim debt recovery costs on late payments (accounts that remain unpaid 7 working days after the bill due date) - £20.99 plus debt collections agency costs & any other V4 applicable charges such as late fees, suspension fee removal costs etc.	£40.99
Direct Debit (DD by Card or DD by Bank) Dishonor Fee	£20.99
Late Payment Fee	£15.99
Missed appointment charge (Applies if an engineer appointment is missed on a given date without a 3 working days’ notice to V4 in writing to cancel or amend)	£165.99
Order Rejection on V4 Systems due to Customer Error	£3.99
Move of Premises, Tenancy, or change in Account Ownership	£79.99 one off or £5.99 over 18 months
Non DD Fee	£15.99
Non NGN LLU Monthly Surcharge	£3.99
Paper Billing	£2.99
Paper Bill Resend	£1.99
Ceased Services Reconnection Fee	£79.99
Reconnection Fee for suspended service	£20.99
Unlimited BB Surcharge	£1.99
Change of Account Ownership	£45.99
Cheque Dishonor Fee	£20.99
Bad Credit Security Fee ( Refundable)	£99
Recurring card payment	£1.99 plus 2.45% for VISA & Master & 3.45% on other including Amex
Outgoing Services Suspension Fee	£10.99
V4 P & P (Shipping & Handling Fee)	£15.99
V4 Wi Fi Extender	£3.99 per month
V4 AC Router Upgrade	£8.99 per month or £89.99 one off
Roku Express	£2.99/ month
V4 power line Adapters	£2.99/ month
V4 IT Support per device per month	£6.99 / month
V4 Cloud backup per device per month	£6.99 / month
V4 Anytime1 Call Package (Calls to UK Landlines unlimited, anytime)	£5.99 a month*
V4 Anytime 2 Call Package (Calls to UK Landlines, UK Mobiles, unlimited, anytime)	£15.99 a month*
V4 Anytime 3 Call Package: (Calls to UK Landlines, UK Mobiles, Euro Landlines, USA Landlines, unlimited, anytime)	£20.99 a month*
Recurring card payment	£1.99 plus 2.45% for VISA & Master & 3.45% on other including Amex
V4 Assurance	£2.99
Bespoke Contract Admin Fee	£2.99

Retail Price Index – Notification – May 2023

Dear Valued customer,

Trust you have been keeping well and safe.

The Office of National Statistics has recently published the latest UK inflation figures in February 2023, which has seen the Retail Price Index (RPI) reach 13.8%! Each April, we adjust the monthly order value items you pay for your services with V4 Cloud to these statistics & these price increases below are in line with the Retail Price Index (RPI) rate as show above unless specified otherwise on our website.

The RPI rate that we use is usually announced in January each year and we will now adjust your bill by such stated amounts if applicable from May 2023 plus an additional 3.2% due to significant changes in increasing network costs coming to us as a result of cost increases passed onto us from our suppliers, vendors & wholesalers. Such cost increases have already been in effect upon us since January 2023 however it is only in May 2023 that some of these network related cost increases & inflation related increases are now being passed on to our client base with the first 4 months of year 2023 in cost increases entirely absorbed by us.

So what prices are increasing?

The monthly price for monthly order value service items, managed services, high speed internet, broadband, line rental, monthly order values, call plans, call charges outside call bundles, and mobile services will increase post April 2023 as the following: RPI rate of inflation as 13.8% plus 3.2% in line with the Retail Price Index (RPI) rate published by the Office of National Statistics in February 2023, see above.

Your new pricing will be reflected in the upcoming May 2023 invoice, where you will see that we have kept these increases to an absolute minimum while still investing in our systems & people to continue delivering high levels of aftercare across to the hundreds of our valued clients across our client base.

Here’s everything you need to know.

At V4 Cloud we recognise the challenges faced by everyone running a business over the past 36 months or so. Many of you would have adopted new technologies, done upgrades to old technology to reduce costs or moved towards a home-working environment, and we are extremely pleased that you’ve chosen V4 Cloud to help you on this journey.

V4 Cloud has been working around the clock over the past months to deliver service in a much more demanding environment in the middle of some difficult times amidst costs increasing to us across the board on all items, coupled with increasingly complex customer demand for support for their staff to continue working remotely both in the field or from home. I am glad we can report that our client ratings have been very positive & our fantastic, friendly service we pride ourselves on continues to deliver results for our clients. Our Trustpilot scores clearly show the excellent work being executed every day by our colleagues, & we are very passionate to continue to uphold our excellent service ratings. This means we may have to review our prices when our base costs are increased by our suppliers &/or impacted by significant inflation increases such as visible in year 2023.

Every year, as detailed in our terms, we increase monthly order value items in line with RPI, as do most Suppliers within the industry. We appreciate price increases are never welcome, but these increases are directly a result of increasing operating costs coming from network wholesalers & helps ensure our commitment to providing the high standards of aftercare service levels. Having held off all price increases & instead absorbed by V4 Cloud for the past 4 months this year & hence protecting our customers by not passing on cost related impact coming through these recent significant increases, we are now at a point whereby our supplier & network wholesaler cost increases have continued to occur & hence we need to make a small adjustment across applicable monthly order value items. This allows V4 Cloud to continue to deliver our high standards in aftercare service levels and also continue to invest in our people, learning & still achieving system developments each passing month!

Can I cancel my contract and leave without penalty because of these changes?

As we're only increasing the price of monthly order value items as in line with the RPI plus 3.2% as stipulated clearly, so if you choose to cancel, you will still need to pay any early termination charge if you are still within your minimum term. This is because the amount we can increase your price by is fixed to any increases in RPI & our network wholesaler cost increases Every year, as detailed in our terms, we increase monthly order value items in line with RPI, as do most Suppliers within the industry. We appreciate price increases are never welcome, but these increases are directly a result of increasing operating costs coming from network wholesalers & helps ensure our commitment to providing the high standards of aftercare service levels. Having held off all price increases & instead absorbed by V4 Cloud for the past 4 months this year & hence protecting our customers by not passing on cost related impact coming through these recent significant increases, we are now at a point whereby our supplier & network wholesaler cost increases have continued to occur & hence we need to make a small adjustment across applicable monthly order value items. This allows V4 Cloud to continue to deliver our high standards in aftercare service levels and also continue to invest in our people, learning & still achieving system developments each passing month! as announced around January each year, plus the 3.2% and we would also have made these types in price increases clear when you signed up and you'll have agreed to it as in our terms and conditions as at https://www.v4cloud.co.uk/terms-of-business

Can I renew or upgrade my current package or choose upgraded services?

Yes. You don’t need to wait until your contract ends, you can change or upgrade your products & services package or upgrade them to a wider set of bundles, sometimes completed even with cost reductions, at any time!
By renewing, upgrading , adding or reducing services you agree to restart your existing contract for the full term from the date any changes have taken affect.

Any Questions?

We again thank you for your custom & we are always here to help! So if you need to speak to us about the above, please feel free to email our aftercare colleagues at helpdesk@v4cloud.co.uk, or raise queries via our live chat service to the bottom right on https://v4cloud.co.uk or of course please feel free to give us a call if this is easier in case you need to speak to one of our colleagues about the above change at 033 0124 8389 Mondays to Fridays 9 am to 5pm & we would be happy to help clarify any queries. Director Managed Accounts will continue to be directly managed by a V4 Cloud Director.

Best,
Lysander Wolf
MD | V4 Cloud

V4 Cloud ADMIN & MANUAL FEE LISTING PDF DOWNLOAD

Change of Tenancy PDF download

Move of Premises PDF download

Web Listing Terms & Conditions PDF download

RPI Notice PDF download

RPI Notification - May 2022

RPI Notification - May 2023

Environment & Sustainability Policy PDF Download

E-Sign Policy

Direct Debit Mandate By Card

Direct Debit Mandate