We provide connectivity between your voice platform and the public switched telephone network over SIP, including: concurrent call paths ("Channels") in the quantities stated in the Service Order; origination of calls to telephone numbers we assign to you or that are ported to us for your use ("Numbers"); termination of calls to the PSTN at the rates in the Service Order; and the features stated in the Service Order (for example toll-free service, caller-name delivery, and portal or API access for number management).
The service demarcation is the SIP interface of our network identified in the Service Order. You are responsible for your platform, your connectivity to the demarcation, and sufficient bandwidth and call-quality conditions on your side of it. We may require interoperability testing before activation and after material changes to your platform, and are not responsible for degradation caused by incompatible or misconfigured equipment on your side of the demarcation.
Numbers are provided from Canadian numbering resources and remain subject to the rules of the North American Numbering Plan, the Canadian Numbering Administrator and the CRTC. Numbers are assigned for use in your services to End Users; neither party owns a number. You will use Numbers only in the rate centres and for the purposes for which they are assigned, keep your records of End User number assignments accurate and current, and not warehouse Numbers beyond the operational inventory allowance stated in the Service Order or, if none is stated, the greater of twenty-five (25) Numbers or ten percent (10%) of your active Numbers.
Porting. We support porting Numbers in and out in accordance with applicable CRTC rules and Canadian LNP processes. Port-in requests require a letter of authorization from the End User or your confirmation of equivalent authority, which you warrant is valid. You will not obstruct or delay a valid port-out request by an End User, and on termination of the Service we will cooperate in porting active Numbers to your new underlying provider under section 15 of the Master Agreement.
Termination and origination usage is rated per the Service Order, measured and billed in the increments stated there, on our call records, which govern absent manifest error. Rates for international and premium destinations change with underlying costs; the current rate table and the list of high-risk or excluded destinations are available through the wholesale portal or on request, and updates to them take effect on the notice period stated in the Service Order or, if none is stated, thirty (30) days — except the immediate blocking of a destination under active fraud, which takes effect at once. Channels sold on a flat-rated basis are subject to the fair-use terms in the Service Order; sustained traffic profiles characteristic of call centres, auto-dialling or short-duration traffic are chargeable at the rates stated there, or convertible to per-minute rating on notice.
You are responsible for all calls carried over your Services and all charges they generate, whether or not authorized by you or your End Users, including calls resulting from compromise of your platform or an End User's system. This allocation reflects that you, not we, control and can secure the platforms and credentials from which calls originate.
Unless the Service Order states otherwise, international and premium-rate destinations are blocked by default and are enabled only on your written request. We may, and where the Service Order states limits we will, apply further protective measures including per-trunk and per-account spend and rate limits, blocks on high-risk destinations, and automated suspension of traffic patterns characteristic of fraud. We will notify you promptly when a protective measure is triggered. These measures are protections, not guarantees: applying or not applying them does not shift responsibility for usage charges. You will maintain your own fraud controls appropriate to a voice reseller, secure your SIP credentials, and notify us immediately of any suspected compromise.
What we provide. For each Number with a valid service address registered through our provisioning systems, we provide 9-1-1 call routing and location delivery through our emergency services provider, in accordance with the CRTC's requirements for VoIP 9-1-1, and, as the NG9-1-1 transition proceeds, in the formats required by the next-generation 9-1-1 networks. Government 9-1-1 levies and emergency services fees are passed through per section 9 of the Master Agreement.
What you must do. As a condition of the Service, and per section 10 of the Master Agreement, you will, for every End User served using the Services:
The consequence of not doing it. A Number without a valid registered address may be blocked from activation or flagged for correction, and 9-1-1 calls from it may be handled through an emergency call centre at the per-call charge stated in the Service Order or, if none is stated, at our documented cost from our emergency services provider. Your indemnity under section 19 of the Master Agreement expressly covers claims arising from 9-1-1 calls that could not be routed or located correctly because of missing, inaccurate or stale information you provided, or because you failed to give the required notices or obtain the required consents.
You will present as calling numbers only Numbers assigned to you under this Schedule or numbers you are otherwise authorized to use, and you will ensure your End Users do the same. We authenticate calls in accordance with the STIR/SHAKEN framework applicable in Canada; the attestation level we can sign for a call depends on the information you provide about the End User and the number's provenance. You will maintain know-your-customer records sufficient to identify the End User behind each Number and each traffic source, respond within one (1) Business Day of receipt at the technical contact named in the Service Order (or any shorter period a regulator or recognized industry traceback process requires) to call traceback requests relating to your traffic, and cooperate with industry traceback processes. Traffic bearing invalid, unassigned or unauthorized calling numbers, or traffic identified through industry processes as illegitimate robocalling, may be blocked without notice and is a material breach if not remedied promptly.
Voice End Users must have access to message relay services (MRS/IP relay) and to video relay service in accordance with CRTC requirements. Calls to relay services are routed through the Service; your retail obligations, including informing End Users of relay availability, are yours.
End Users must also be able to reach the 9-8-8 suicide crisis helpline (Telecom Decision CRTC 2022-234) and applicable N11 services. We route 9-8-8 and N11 calls presented to the Service; you will ensure that the dial plans of your platform and of the equipment you supply pass those calls to us unaltered, and you will not block or intercept them.
Voice quality across the public Internet depends on your connectivity and network conditions on your side of the demarcation. Service level commitments, if any, are as stated in the Service Order and apply to our platform and network only. Emergency 9-1-1 routing, number porting and STIR/SHAKEN signing depend in part on third parties (emergency service providers, other carriers, numbering and token authorities), and our obligations in respect of them are to perform our role with reasonable skill and care and to pursue third-party corrections diligently.