Service Charter

The Aircall SAS Service Charter (“Aircall”) complies with the principles and provisions set out in Resolution 179/03/CSP regarding quality and telecommunications service charters and Resolution 254/04/CSP on fixed telephony services adopted by the Authority for Communications Guarantees (hereinafter, “AgCom”).

This Service Charter also establishes the principles and criteria relating to the quality of the services offered by Aircall.

The Service Charter is made available to the Customer before the conclusion of the Contract by referring to it in the service contract proposal. The link to the Service Charter is included in the billing documentation and is also available on the website https://aircall.io/charterita. A paper copy of the Service Charter is also provided to the Customer upon their express request.

Aircall will inform AgCom of any changes and additions to this Service Charter, at least thirty (30) days in advance of their application.

It is also sent to AgCom in accordance with the provisions of Article 2, paragraph 4, letter b, of Resolution 179/03/CSP.

Principles

Aircall provides its Services in compliance with the principles of equality and impartiality of treatment, ensuring, as far as technically possible, a continuous service, customer participation in the provision of the Service, and pursuing objectives of efficiency and effectiveness.

Equality and impartiality of treatment

Aircall provides the Service without discrimination based on gender, race, language, religion or political ideology.

Consequently, Aircall undertakes to guarantee, within the territorial limits of its General Authorisation, equal treatment and the same conditions for the Service offered.

Aircall's activity is also inspired by criteria of objectivity, fairness and impartiality and it is precisely according to these principles that Aircall undertakes to interpret the individual clauses of the general conditions for the provision of the Service and the rules laid down in this area.

Continuity

Unless otherwise provided for in this Service Charter and the General Terms and Conditions (“Terms and Conditions”), Aircall undertakes to guarantee the continuity of the service, except in cases of interruption due to force majeure or the performance of ordinary and extraordinary maintenance on management systems.

In the event of irregular operation or interruption of the Service, Aircall will take all necessary measures to minimise any inconvenience suffered by its Customers, informing them, where possible, as to when the Service will be suspended and, consequently, when it will resume functioning or cease to operate irregularly, as well as the easily accessible contact point for obtaining assistance and more detailed information.

Commitment, Courtesy, Transparency

The Customer has the right to request from Aircall the information held about them by Aircall and to submit complaints. Aircall will carefully examine every complaint and/or report, in order to improve the relationship with the Customer and the quality of the Service, with the primary objective of basing its activities on criteria of courtesy, clarity, fairness and transparency.

Effectiveness and Efficiency

Aircall provides the communication Service based on criteria of effectiveness and efficiency, adopting technological and commercial solutions in line with the pursuit of these objectives.

Transparency

Aircall enables Customers to freely and consciously evaluate the Services offered and will communicate the technical and economic conditions of the Service in simple, clear and understandable language. Similar transparency obligations apply to the presentation of contractual changes and the offer of additional services.

The lists of offers and applicable rates are available at the following address: https://aircall.io/pricing/.

Services

Aircall provides Customers with cloud-based voice services, which include enterprise-class call management and integration with third-party applications. A description of the individual Services/Applications is available at https://aircall.io. Aircall is not a provider of “dial-tone” voice communication services and its Services do not replace telephone lines, whether cable, wireless or internet.

The use of the Services requires an adequate Internet connection provided by the user's access operator, to whom the user must refer exclusively for any report/fault relating to their data connection that enables access to Aircall Services.

For the provision of Services, Aircall also uses partner operators authorised to provide electronic communication services in Italy (“Partners”) who guarantee the availability of number resources belonging to the National Numbering Plan pursuant to Resolution No 8/15/CIR and who are responsible for the correct routing and termination of calls, and, according to their respective competences, for complying with the rules and requirements of the applicable sector regulations.

The Services will be activated without delay, upon receipt of the activation request sent by the Customer via the appropriate Order Form or through the dedicated section of the Aircall website.

Commitments

Without prejudice to what is otherwise provided in the individual sections of this Service Charter, Aircall undertakes to:

i. activate the Service according to the method and timing specified in the

ii. Terms and Conditions and agree in advance the timing and method of activation of the Service; communicate in advance any changes to the economic or technical conditions of the Services;

iii. provide responses to complaints within the terms provided by the Terms and Conditions, this Service Charter and the applicable regulations;

iv. communicate with the Customer via the Account details provided by the Customer at the time of registration for the Services. All communications must be made in writing, preferably by e-mail;

v. provide all applicable and necessary technical and commercial information relating to the activated Services;

vi. cooperate with the competent public Authority to ascertain any offence under the applicable regulations and/or laws

vii. assist customers with disabilities, in accordance with Resolution No. 514/07/CONS;

viii. make this Service Charter easily accessible;

ix. recognise the compensation due in the event of Service inefficiencies in accordance with the Quality Standards - Compensation section included in this Service Charter;

x. provide a free Customer Support Service (accessible via the following number +39 06 9480 1886) which the Customer can contact to request information about the various services provided and the related economic conditions, report inefficiencies and request assistance.

Customer Support Service

With the “Customer Service”, Aircall provides a service that is technically and administratively adequate to the operational needs of Customers and which allows Users to report inefficiencies, ask questions regarding the Services provided, and obtain information regarding complaint procedures. The Service is available on the days and times indicated on the website at https://aircall.io/contact/.

The Contract – Modification, Withdrawal and Termination

The Contract relating to the provision of Services consists of:

• the Order Form and any other annex that forms an integral and essential part thereof;

• the General Terms and Conditions (“Terms and Conditions”);

• the Service Charter.

The Contract is concluded in accordance with the provisions of the Terms and Conditions. Aircall undertakes to communicate, also by e-mail, SMS and/or notification on its website, any changes to the contractual conditions, whether technical, legal or economic, with at least 30 (thirty) days’ notice before their effective date. Within this period, the Customer who does not intend to accept the contractual changes may exercise the right to terminate the Contract, without incurring any penalty, by notifying Aircall at legal@aircall.io. In this case, the Contract will be considered definitively terminated upon receipt by Aircall of the Customer's notice of withdrawal. In the absence of communication from the Customer within the above period, the change will take effect from the day following the withdrawal deadline.

The Services are provided for a period corresponding to the duration of the Plan chosen by the Customer, starting from the activation date indicated in the Order Form (“Plan Duration”). At the end of the Plan Duration Period, the Services will be automatically renewed for a further period of equal duration, unless the Customer notifies Aircall of their intention to terminate the contract thirty (30) days before its expiry, by means of written communication sent to Aircall at legal@aircall.io.

Without prejudice to the provisions contained in the General Terms and Conditions, the Customer may terminate the Contract at any time, with at least thirty (30) days’ written notice sent to legal@aircall.io. It is understood that the Customer will be required to pay Aircall the amounts due for the use of the Services up to the date of their actual use.

Payment for Services - Invoicing

In order to use the Services, the Customer will be required to pay Aircall a fixed fee which may vary according to the Plan chosen by the Customer at the time of signing the Order Form; and the usage-based traffic charges as set out in the Terms and Conditions.

The invoicing methods and related payment terms form an integral part of the commercial proposal and are therefore specified in the Order Form signed by the Customer. Without prejudice to the provisions of the General Terms and Conditions of the Contract, invoicing of traffic charges is carried out on a monthly basis; the fixed fee will be invoiced according to the method chosen by the Customer in the Order Form.

The Customer may contact Aircall's Support Service to obtain information and clarification regarding the applicable rates and costs provided for in relation to the chosen Plan at the following e-mail address sales@aircall.io.

By providing valid credit or debit card and/or bank account information (“Payment Method”), the Customer expressly authorises Aircall to invoice all fees due to Aircall via the relevant Payment Method. The Customer agrees and acknowledges that they are responsible for the Payment Method provided and for keeping it up to date. All invoices must be paid by the Customer within thirty (30) days of the date of receipt of the invoice.

Service Quality Standards and Compensation

Service Quality Standards

Aircall Services are designed to be made available with minimal interruptions outside of regularly scheduled maintenance times.

Aircall systematically monitors and verifies its quality standards with the aim of ensuring Customers the constant improvement of the Service offered. The analysis of quality standards is carried out periodically in accordance with Resolution no. 254/04/CSP, Resolution no.154/12/CONS for mobile communication services and in compliance with the relevant international technical standards.

Compensation

Aircall undertakes to fulfil the obligations arising from the Contract and the applicable legislation in relation to the compensation provided for by the provisions of Annex A of AgCom Resolution No. 347/18/CONS “Regulation on compensation applicable in the resolution of disputes between users and electronic communications operators”, also cooperating with its Partners in resolving and defining the reported service disruption.

It is understood that the compensation provided for by Resolution No. 347/18/CONS will apply if the Customer has reported the disruption within three (3) months from the moment they became aware of it or could have become aware of it with ordinary diligence, without prejudice to the right to reimbursement of any amount unduly paid.

No compensation is due in the event of inefficiencies resulting from or in any case connected to abnormal use of the Services, in accordance with the provisions contained in the General Terms and Conditions.

If the delay in activation of the Services is attributable to the Customer (for example if due to an unsuitable internet connection), the activation period is considered suspended as long as the cause of the activation delay persists.

Complaints relating to Services

Pursuant to Resolution no. 179/03/CSP, users may submit, at no additional cost, complaints relating to malfunctions or inefficiencies of the Services and for failure to comply with the contractual clauses or this Service Charter and the guaranteed quality levels.

Reports and complaints may be sent to the Customer Support Service using the methods indicated on the website https://aircall.io/contact/.

In order to correctly process the request, the following information must be provided in the complaint:

• First and Last Name of the Account holder

• Type of disruption

• Start date of the disruption encountered

Aircall undertakes to take charge of the complaint by the working day following its receipt from the Customer, providing, where possible, an immediate response. In any case, Aircall undertakes, for each complaint, to inform the Customer of the outcome within a maximum of thirty (30) days from the submission of the complaint by the Customer.

If the complaint is accepted, Aircall will inform the Customer of the measures taken to resolve the issues in question. If a refund is due, this will be settled by credit to the first available billing cycle. If the complaint is rejected, Aircall must in any case inform the Customer of the result of the investigations carried out, providing an adequate justification for the respective decision.

If the Customer is not satisfied with the outcome of the complaint, they may initiate a conciliation procedure free of charge before the territorially competent Co. Re. com. (list and addresses available on the AGCOM website (https://www.agcom.it/elenco-dei-co.re.com.-e-relativi-indirizzi) in line with the procedure established by the “Regulation on procedures for the resolution of disputes between users and electronic communications” (Resolution No. 353/19/CONS) and as also described on the AgCom website at the following address: https://www.agcom.it/procedura-di-conciliazione.

Privacy Policy

Aircall uses its Customers’ personal data in accordance with the provisions of its Privacy Policy available at the following address https://aircall.io/privacy/.

In accordance with the procedures provided for by the General Data Protection Regulation no. 2016/679 (General Data Protection Regulation or GDPR) and Legislative Decree no. 96/2003, each Customer has the right to access the information concerning them.

Aircall guarantees the utmost confidentiality of the information provided by the Customer, which cannot be used, except with the direct consent of the person concerned or at the express request of the competent authorities, for purposes other than the provision and billing of the Service.

The Customer will always have the right to access, rectify and delete personal data and information about them held by Aircall for the provision of the Service.

The Client will always have the right to access, rectify and delete personal data and information about him held by Aircall for the provision of Services. The Customer acknowledges and agrees that they may send any complaint or other type of communication relating to security information and/or the privacy policy (including, but not limited to, requests to access or delete personal data) to the e-mail address privacy@aircall.io or through the Aircall Customer Support portal available at the following address https://aircall.io/contact/.