SIP Communications Limited/Advania Corporation
1.Introduction
This is our customer password management policy. If you use our services it means that the policy applies to you and that you agree with it as part of our terms and conditions of use.
We may change this policy, so we expect you to check this page from time to time as the changes will be binding on you. There may also be changes elsewhere on our site.
The purpose of this Policy is to establish a standard for creation of strong passwords, the protection of those passwords and establishing a minimum frequency between changes to passwords. This policy is designed to protect the organizational resources, systems and assets for you.
2.Who we are
www.sipcom.com is operated by SIP Communications Group Limited.
Some important details about us:
3.What you must do
You must ensure you adopt a password management policy that meets or exceeds the standards detailed here;
The details below form the baseline set of policies which are enforced on most Sipcom systems. There are some systems where this may vary for technical or commercial reasons, therefore it is your responsibility to ensure you adhere to the following.
Password Criteria
Pin Criteria
Password Protection Standards
Do not use the same password for Sipcom accounts as for other non-Sipcom access (e.g. personal email account, bank details, etc.). Where possible, don’t use the same password for various Sipcom service access needs. For example, select one password for Sipcom provided SfB service and another for Sipcom provided email, web portal, voicemail or handset.
Password Protection
Sipcom may at attempt for the purpose of penetration testing, conduct password cracking or guessing and this may be performed on a periodic or random basis. If a password is guessed or cracked during one of these scans, the user will be required to change it.
4.Important Notice about Liability
Sipcom cannot accept liability for any issues experienced or subsequent costs or any loses incurred by you if your password fails to prevent a non authorized user from gaining access to and utilising your services. If you believe this could or may occur you must ensure your password meets or exceeds the recommendations set out in this document, and notify the Sipcom incident team.
5.What might we do if this is breached?
If we think you have breached this policy, we will take whatever steps we think are necessary to protect the services.
These might include:
We exclude legal responsibility and cost for actions we take to deal with your breach of our policy.
6.Who owns this document
The Information Security Officer is the owner of this document and is responsible for ensuring that this procedure is reviewed in line with the review requirements of the ISMS.
A copy of the Policy is available on our website or by emailing privacy@sipcom.com.
This document supplements the Master Service Agreement, or any other separate written agreement entered into between the Parties in which Customer is expressly authorized to use the Services solely for its own internal business purposes, as applicable (the “Customer Contract”). Capitalized terms not elsewhere defined herein will have the meaning ascribed to them in the Customer Contract or any applicable Order Form.
This document describes the service limitations and conditions that apply to any party using any Emergency Services (911, E911, 999, 112 etc as applicable by country), products and services as part of the session initiation protocol (“SIP”) based voice over the internet (“VoIP”) services (collectively in this document called “Services”) provided by Sip Communications Group Limited and its affiliates and subsidiaries (“Sipcom”) and any user of any software application or service made available by the Customer that interfaces with the Services (“User(s)”).
In the event of a conflict between the terms of this document and the Customer Contract between Sipcom and Customer, the terms set herein shall prevail.
This document may be modified by Sipcom from time to time, upon reasonable notice, which may be provided via Customer’s account, e-mail, or by posting an updated version of this at www.Sipcom.com. The Customer continued use of the Services on or after the date the modified version of this document is effective, and binding constitutes the Customer acceptance of such updated document. If the Customer do not agree to the modified version of this document, the Customer must stop using the Services immediately. Sipcom encourages Users to review this document regularly.
Terms capitalized when used within this document have the following meanings:
“911 Services” means functionality that allows Users to contact Emergency Services by dialling the digits 911. This is the US and Canadian emergency number which works across North America and many US and Canadian territories.
“999 Services” means functionality that allows Users to contact Emergency Services by dialling the digits 999. This is the emergency number which works in the UK and a number of other countries.
“112 Services” means functionality that allows Users to contact Emergency Services by dialling the digits 112. This is the EU emergency number which also works in UK and all EU countries and many but not all other countries (alongside any pre-existing country-specific emergency numbers).
“Basic 911 Services” means the ability to route an emergency call to the designated entity authorized to receive such calls serving the Customer’s ERL. With basic 911, the emergency operator/despatcher answering the phone will not have access to the caller’s telephone number or address information unless the caller provides such information verbally during the emergency call.
“Emergency Response Location” or “ERL” means that address provided by the Customer that is associated with a telephone number provided by Sipcom, that identifies the location to be registered with and used in the event a call is made to the Emergency Services.
“Emergency Service(s)” means those services (fire, police, ambulance etc) available by calling 911, 999, 112 or other country specific Emergency Service number.
“Emergency Location Identification Number” or “ELIN” is a ten-digit number which is associated with an ERL that is presented to the PSAP so they can match the caller phone number to the ERL and provide a call back number to the PSAP in case a call is disconnected. This is only used with 911 Services.
“Enhanced 911 Service” or “E911” means the ability to route an emergency call to the designated entity authorized to receive such calls, which in many cases is a Public Safety Answering Point (“PSAP”), serving the Customer’s ERL and to deliver the User’s telephone number and ERL automatically to the emergency operator/despatcher answering the call.
“Interconnected VoIP Service(s)” are those services provided by Sipcom where the application utilises VoIP to deliver the calls. This includes but is not limited to: Teams/Cisco/Zoom Direct Routing, SIP Trunking, SIP Origination/Termination, and Hosted IP-PBX.
“Reseller” means that third party who is contracted with Sipcom to buy and resell the Sipcom Interconnected VoIP Services to its own customers.
911 Services
Basic 911 Services: When Customers make a 911 Services call, the Interconnected VoIP Service will attempt to automatically route the 911 call through a third-party service provider to the PSAP corresponding to the Customers ERL. However, due to the limitations of the VoIP telephone services, the 911 Services call may be routed to a different location than that which would be used for traditional 911 dialling. For example, the Customers call may be forwarded to a third-party specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 911 call which has automatically generated ERL information, and consequently, the Customer may be required to provide name, address, and telephone number to the call centre.
How Customer information is provided: Interconnected VoIP Service will attempt to automatically provide the PSAP responder/dispatcher or emergency service operator with the name, address and telephone number associated with the Customer’s account. However, for technical reasons, the emergency responder/dispatcher receiving the call may not be able to capture or retain the Customer name, phone number or physical location. Therefore, when making a 911 emergency call, the Customer must immediately inform the emergency responder/dispatcher of the caller’s location (or the location of the emergency, if different). If the Customer is unable to speak, the emergency responder/dispatcher may not be able to locate the Customer location if the information is not up to date.
With Enhanced 911 Services, when a caller from a registered location dials the digits 911 from any Sipcom offered Interconnected VoIP Service that is associated with a phone number and ERL, the phone number and ERL are automatically presented to the local emergency centre serving the location. Emergency operators/despatcher will have access to this information regardless of whether the caller is able to verbally provide such information.
999 Services and 112 Services
With 999 Services or 112 Services, in general when a caller dials 999 or 112, the call will be routed to the correct local emergency centre serving the location (where appliable) based on the ERL and the operator answering the call will see the phone number and customer ERL. The operator answering will ask the caller to verbally confirm their current location and which they can check if it’s different that the ERL in Emergency Services database. If they receive silent call or don’t receive verbal confirmation of different address, they will fall back and use the ERL in the Emergency Services database.
However, the emergency call processing depends on the national regulation applicable in each country. In each country legal and/or regulatory requirements stipulate the manner in which a telephone call from a given User to Emergency Services number(s) should be routed. The 999 and 112 emergency call processing are split into three different groups.
Voiceplatform
To assist the Customer with maintaining accurate ERL details for their Users Sipcom have created a platform accessed via a portal to provide the ability to update User ERL details in a timely manner as and when the information needs updating (“Voiceplatform”). To ensure the Customers remain aware of this obligation Sipcom will send out automated half year reminders to help keep these details up to date. On the portal, a link to which will be provided to Customers during the implementation phase of their project, there are two short training videos to show how to update the different fields for the User ERL details. To remain compliant with the applicable laws and regulations, Customers must access the Voiceplatform portal to validate the User ERL details for each of their allocated telephone numbers.
Interconnected VoIP Services – Limitations
Interconnected VoIP Services allow the Customer to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and the Customer acknowledges and agrees that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 911 emergency services.
Because of the unique nature of VoIP telephone calls, emergency calls to 911 via a VoIP service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 911 emergency calls, and the Customer hereby acknowledges and understands the differences between traditional 911 service and VoIP calls with respect to 911 calls placed to Emergency Services as described below.
With some exceptions, mostly in Europe, Emergency Services access is supported only on geographic numbers. It’s also only supported on numbers that Sipcom provides that accommodates Emergency Services, or those which are ported over via Sipcom that accommodates Emergency Services; Sipcom cannot enable it for other telecoms operators.
Because of regulatory requirements around the world, all Customers of Sipcom have to provide the required ERL details before they can use the associated services. Sipcom Customers (including Resellers) must ensure the limitations of this document are understood by the Users of the Interconnected VoIP Services.
For Resellers it is the Reseller responsibility to ensure the Customer ERL details are correct and processed at the time the applicable number is provisioned with Sipcom. Additionally, it is the Resellers responsibility to ensure their customer is fully aware of this document and understands the limitations associated.
If the Customer have questions about whether the phone service the Customer are receiving is an Interconnected VoIP Service, contact the Sipcom support team at support@sipcom.com for further information.
SIPCOM UNDERSTANDS THAT THE CUSTOMER, OR RESELLER, OR USER, HAVE READ AND UNDERSTAND THE REQUIREMENTS AND LIMITATIONS ASSOCIATED WITH 911, 999, 112, OTHER EMERGENCY SERVICES AND E-911 EMERGENCY SERVICES AVAILABLE THROUGH THE SIPCOM INTERCONNECTED VOIP SERVICES. SIPCOM CANNOT ACCEPT ANY LIABILITY WHATSOEVER FOR ANY ERRORS OR OMMISSIONS ON BEHALF OF THE CUSTOMER OR RESELLER OR USER THAT RESULTS IN THE FAILURE OF THE EMERGENCY SERVICES TO MEET THEIR OBLIGATIONS.
Any obligations that may be imposed by national regulatory body or law, or federal and state law on operators of private branch exchange or multiline telephone systems are obligations imposed on the Customer, and not on Sipcom.
Sipcom’s Interconnected VoIP Services will only be used for business, non-residential purposes. in an environment that requires either multiple lines or extensions and if this situation ever changes the Customer will discontinue the use of Sipcom’s Interconnected VoIP Services.
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