General terms and conditions

2024-07-09

  1. DEFINITIONS
    Agreement: These general terms and conditions and other written documents, including but not limited to the Service Agreement.

    Service agreement:
    The document that is signed and contains specific conditions for the Service, which includes any binding period for the Service also called the Contract Period.

    Customer: The legal person with whom Frontdesk Nordic AB, 556907-3256 has entered into an Agreement.

    Service: The Service(s) provided by Frontdesk.

    Special Equipment: Equipment required for the use of the Service. The description includes i.a. broadband connection and office network. Requirements for the special equipment are stated in the Service Agreement. Special Equipment is not included in the Service.

    Products: Products required for the use of the Service.
    The description includes i.a. phones, ATA-boxes, terminals and other products sold by Frontdesk and competitors of Frontdesk. Products are not included in the Service. When purchasing products from Frontdesk, a special agreement is made between the Customer and Frontdesk.

    SLA: Frontdesk Service Level Agreement.

  2. GENERAL
    2.1 Frontdesk’s general terms and conditions regulate the Service(s) provided by Frontdesk in accordance with the Agreement to a legal entity. These general terms and conditions form part of the Agreement entered into between Frontdesk and the Customer. Unless otherwise agreed, the specific terms agreed by the parties in the Service Agreement shall prevail, before the terms stated in these general terms and conditions.
    2.2 Agreement shall be deemed to have been entered into when Frontdesk has received an Agreement signed by the Customer, approved a credit check and, if agreed, paid deposit.

  3. SERVICE DESCRIPTION
    3.1 The Service includes telephony services and the right to use other communication services.
    3.2 To be able to use the Service, the Customer must have access to Special Equipment and Products.
    3.3 Frontdesk intends to continuously develop, update and renew the Service with the aim of improving the Customer’s experience and use of the Service, meeting the Customer’s needs and/or following market trends.

  4. CUSTOMER’S COMMITMENTS AND LIABILITIES
    4.1 The Customer is responsible for ensuring that the Customer has the Special Equipment and Products necessary for the Service in the manner specified in the Service Agreement. The Customer is also responsible for all costs attributable to the operation and purchase of Special Equipment and Products.
    4.2 Only Special Equipment and Products that meet the requirements prescribed by law, regulation or technical standard may be connected to the Service.
    4.3 The Customer is responsible for the storage of Frontdesk disclosed passwords, codes, identities or similar, and shall ensure that they are stored and used in a secure manner and in accordance with applicable data protection rules.
    4.4 The Customer is responsible for the Service being used in accordance with the Agreement and in a responsible and legal manner. Should any form of infringement come to the Customer’s knowledge, the Customer is obliged to immediately take action on rectification and inform Frontdesk of the infringement. Frontdesk reserves the right to charge the Customer the cost of a measure performed by Frontdesk as a result of misuse of the Service.
    4.5 In no case does the Customer have the right to seek unauthorized access to connected network and computer resources regarding both Frontdesk networks and other, unauthorized use, destruction or distortion of information in Frontdesk networks or connected networks. The Customer may not take part in or pass on such information to anyone unauthorized.
    4.6 The Customer is obliged to notify Frontdesk in writing in case of name, address and/or number change. If the Customer does not make the notification as soon as possible and the Customer’s connection to the Frontdesk network is used unauthorized by someone else, the Customer is obliged to compensate the Frontdesk for the use.
    4.7 When choosing Ping Mobile Unlimited, users are provided with unlimited data traffic. To ensure fair usage of network resources and to avoid excessive usage that may impact other users’ experiences, a Fair Usage Policy (FUP) for data traffic is applied, with a monthly data limit of 300GB per mobile license.

  5. FEES, CONTRACT PERIOD AND PAYMENT
    5.1 Unless otherwise agreed, fees are paid according to Frontdesk at any given time applicable price list for the Service. Fees may consist of variable and/or fixed fees, any one-off fees such as shipping, invoicing fees and opening fees. All fees are exclusive of VAT, other taxes and public fees or charges.
    5.2 If the Service is used in an improper manner and/or with excessive use, Frontdesk has the right to invoice the Customer an additional fee in addition to the applicable current price list for the Service.
    5.2 Fee changes must be notified in an appropriate manner no later than 30 days in advance.
    5.3 Invoicing takes place in arrears and the due date occurs 30 days after the invoicing, unless otherwise agreed. Interest is paid in accordance with the Swedish Interest Act (1975: 635). Costs for reminders and debt collection are charged in accordance with the Swedish Act (1981: 739) on compensation for debt collection costs.
    5.4 Frontdesk has the right to request advance payment during the Contract Period or that the Customer provides security for the fulfillment of the Agreement if it appears to be justified as a result of a credit check. Interest is not paid on the advance payment amount. Frontdesk also has the right to absorb amounts paid in advance or provided security corresponding to its overdue receivables.
    5.5 If subsidiaries of the Customer, companies within the Customer’s group and/or companies within cooperatives call-off a Service within the framework of this Agreement, the Customer is ultimately liable for payment for Service. 
    5.6 If the Customer is unable to use the ordered Service due to circumstances that can be attributed to the Customer or circumstances beyond Frontdesk control, this shall not release the Customer from the obligation to pay applicable fees.

  6. INSTALLATION
    6.1 The Contract Period of the Service shall take effect from the date of the installation. Installation shall take place within sixteen (16) weeks from the date on which the Agreement is signed, unless another date for installation has been specifically agreed. The Customer undertakes to provide Frontdesk information in good time and take measures, which Frontdesk requests/instructs for installation to take place as planned.

  7. DELIVERY
    7.1 In the event of a delay in delivery, which is due to the Customer or to any circumstance for which the Customer is responsible, Frontdesk has the right to invoice the Customer for all possible costs due to the delay. If such delay amounts to at least six (6) months, Frontdesk also has the right to invoice the total order value regarding the Ping RAM and Ping Switch services, and thereafter the Service ceases to apply.

  8. ROAMING
    8.1 Roaming traffic within the EU is based on corresponding domestic prices. In accordance with EU regulation No 531/2012, the volume of roaming traffic must correspond to reasonable use where the following scenario is classified as abuse:

    • Insignificant domestic traffic compared to roaming traffic,
    • Significant inactivity of a given SIM card in the domestic country where the majority, or exclusive, use is roaming traffic,
    • Sequential covering and use of multiple SIM cards by individual users when roaming.
    The volume of data roaming is limited to the amount of data in the user’s domestic surfing package for associated license where reasonable consumption is calculated according to the following formula: (Price for license and associated data package / wholesale price) * 2.
    8.2 If the Customer abuses roaming in accordance with section 8.1, Frontdesk reserves the right to invoice charges for used roaming traffic in accordance with EU regulation No 531/2012.
  9. CUSTOMER INFORMATION
    9.1 Frontdesk registers, at the conclusion of the Agreement, the Customer’s company information and users’ personal data in order for the Customer to be able to use the Service and for Frontdesk to be able to fulfill its obligations under this Agreement.
    9.2 Frontdesk has the right to disclose the Customer’s name, address, telephone number and internet address to companies that provide directory inquiry services if the Customer has not requested the information to be protected.
  10. SERVICE AND MAINTENANCE
    10.1 Unless otherwise agreed (see especially the SLA), Frontdesk support is available for support on weekdays 07.00-18.00 CET.
  11. CHANGES
    11.1 Frontdesk reserves the right to change these general terms and conditions and/or make changes to part of the Service without obtaining the Customer’s prior approval in order to fulfill section 3.3.
    11.2 In the event that Frontdesk intends to change these general terms and/or make changes to the Service and if the change is to the detriment of the Customer and/or the disadvantage is significant, notification of the change shall be sent to the Customer no later than 30 days before the change takes effect.
  12. TERMINATION
    12.1 The Agreement shall be terminated no later than 3 months before the end of the initial Contract Period. After the initial Contract Period, the Agreement runs until further notice with a 3-month notice period. An agreement that runs until further notice is terminated until the end of the current calendar month. If the Agreement is terminated during the Contract Period, Frontdesk has the right to debit the Customer for the remaining Contract Period. If at any time during the Contract Period a Customer were to transfer their mobile numbers, landline numbers and number series to another operator, Frontdesk has the right to charge a fixed fee per Ping Mobile/Flexible license in the final invoice. The fee is two hundred (200) SEK (excl. VAT) per subscription and calendar month, and follows the Contract Period on Ping RAM and Ping Switch.
    12.2 Termination shall be in writing.
    12.3 If the Agreement ceases to apply, all right for the Customer to use the Service also ceases.
    12.4 Frontdesk reserves the right to cease providing part of the Service with 30 days’ notice. This also applies during the initial Contract Period. The Service shall, as far as possible, be replaced by another service with similar functionality and quality.
    12.5 If Frontdesk provides the Customer with reserved numbers that the Customer does not use, pay for or have not ordered in the form of gold numbers, Frontdesk has the right to recover and take back such numbers. The Customer is not compensated for this.
  13. OPERATOR
    13.1 Over time, the choice of Operator or exchange platform may need to be evaluated, as a result of e.g., changes in the Operator’s or exchange platform’s service offering, price changes or for other reasons. Frontdesk has the right during the Contract Period, on behalf of the Customer, to replace the existing Operator and/or the exchange platform with another. Change of Operator may only take place provided that such change does not entail obvious damage to the Customer.
    13.2 The parties agree that the networks provided by Telia, Tre, Tele2 and Telenor are fully interchangeable and that switching between an Operator in one of the specified networks to another Operator in one of the specified networks never entails obvious damage to the Customer. The Customer agrees that Frontdesk handles the administration regarding the change of Operator or exchange platform, and undertakes to sign the necessary documents, including proxies, in order to enable such a change if Frontdesk requests it. 
  14. SUSPENSION, SHUTDOWN AND TERMINATION
    14.1 Frontdesk has the right to, with immediate effect, suspend/shutdown the Service and/or terminate the Agreement, without obligation to repay the Customer’s funds and fees paid, alternatively by final invoicing the Customer for time until the end of the Contract Period if:
    – The Customer has used the Service in an improper man-ner or taken other action that has resulted in significant inconvenience arising for Frontdesk, Frontdesk systems and related systems, other customers or third parties.
    – The Customer, despite a reminder, did not pay fees within the specified time or in any other way committed a material breach of contract.
    – the Customer after renewed credit review is considered to have insufficient creditworthiness.

    If possible, the Customer shall be notified in writing 30 days in advance of the suspension/shutdown of the Service and/or termination of the Agreement. Reason for suspension/shutdown shall be specified and, if applicable, action and time frame for the Customer to remedy the said reason.
    14.2 If required due to security reasons, functionality of network-important societal functions or out of consideration for a third party, Frontdesk may shutdown the Service without informing the Customer in advance. The Customer must be informed immediately upon shutdown.
    14.3 In the event that the Customer is in delay with payment for more than 20 days, despite written reminders, or if the Customer’s debt to Frontdesk exceeds the security provided in accordance with section 5.4, Frontdesk has the right to suspend the Customer from further use of the Service until full payment has been made. The Customer is requested in writing to pay. In the event that the Customer’s delay is due to incorrect objections from the Customer, the
    Customer may issue a bank guarantee in favor of Frontdesk in an amount corresponding to the overdue claim to Frontdesk. The issuance of such a bank guarantee enables continued use of the Service while the parties are waiting for the fault liability to be decided.

  15. LIABILITY

    15.1 The SLA Agreement specifies provisions for how errors are addressed and the availability that Frontdesk offers to the Customer.
    15.2 In the event of Service Errors that fall within Frontdesk’s responsibility, the Customer is entitled to a price reduction. Such price reduction is calculated based on the fixed fee for the unusable Service for the period during which the error lasted, starting from the time the error was reported to Frontdesk. Compensation according to this point does not apply if the Customer has signed a separate SLA Agreement.
    15.3 Frontdesk is responsible for errors that occur in Frontdesk’s system and Frontdesk’s own connections to the internet, public mobile, and fixed telecommunication networks. Frontdesk is not responsible for errors defined as limited in the SLA Agreement. Errors that arise due to issues in the mobile network, between customers’ IP networks, in customer-placed exchanges, or on the public internet are outside Frontdesk’s responsibility. Frontdesk is also not responsible for errors in Special Equipment and Products or errors in the Service due to faults or disturbances in Special Equipment or Products.
    15.4 Frontdesk shall not be liable to the Customer under this Agreement for interruptions in operations or for indirect, special damages, or consequential damages of any kind, including but not limited to; loss due to the Service not being usable as intended, lost profits, lost savings or revenue, or loss of data. Frontdesk’s maximum aggregate liability to the Customer for the Service shall not exceed the total fees that the Customer has paid under the Agreement to Frontdesk for the Services during the twelve (12) months preceding the Customer’s claim.
    15.5 Frontdesk is not liable for cases where authorized or unauthorized persons intrude into the Customer’s computer resources and gain access to, destroy, or distort information. Frontdesk is not responsible for the consequences that arise when third parties use the Customer’s code, password, identity, or similar.
    15.6 If damage occurs, it is the Customer’s duty to limit it. Frontdesk is not responsible for damage that could have been limited by the Customer.
    15.7 Each Party loses its right to claim damages under the Agreement if the Party does not notify the other Party in writing of the claim within 30 days after the circumstance that caused the claim was discovered or should have been discovered. The Party shall be exempt from damages and other consequences if the fulfillment of a certain obligation is prevented or substantially hindered by a circumstance that the Party could not reasonably control or foresee.
    15.8 Reporting of errors and delays shall be made immediately and confirmed by Frontdesk. Failure to report means that the error/delay cannot be claimed against Frontdesk.
    15.9 The Parties agree that compensation under this Agreement extinguishes the right to damages and/or additional price reductions not mentioned in point 15.2 and/or in accordance with the SLA.
    15.10 The Customer understands that Frontdesk may transfer rights and obligations under the Agreement to other companies.
    15.11 Nothing in this Agreement limits Frontdesk’s liability for:
    a) death or personal injury caused by Frontdesk’s negligence,
    b) fraud or intentional misrepresentation,
    c) liability that cannot be limited under applicable law.

  16. JURISDICTION AND DISPUTE RESOLUTION
    16.1 Swedish law shall apply to this Agreement.
    16.2 In the event that the parties can not agree out of court, a dispute in connection with this Agreement shall be settled in a Swedish court, of which the district court in Gothenburg shall be the first instance.
    16.3 Claims in connection with this Agreement shall, in order to be enforceable, be submitted in writing no later than 30 days after the party has become aware or should have become aware of the basis for the claim. If a claim is not made in time, the right to claim will cease.