PBX INSTALLATION POLICY

1.0 PURPOSE AND BINDING AGREEMENT

1.1 Intent of Policy

This Master Policy and Operational Agreement (the “Agreement”) constitutes a legally binding contract between Cree Innovation and Technology Corp. (“Cree IT”) and the Customer (“Client”). This document defines the engineering boundaries, transitional management terms, and operational handoff protocols for all on-premise and hosted Private Branch Exchange (PBX) telephony deployments.

1.2 Non-Managed Operational Model

Cree IT does not provide continuous, recurring, all-inclusive PBX managed services. Telephony deployments are executed as turnkey project installations accompanied by a strictly defined, temporary ninety (90) day transitional support period. Following Day 90, all systemic management and administrative liability transfer completely to the Client, with subsequent Cree IT support rendered exclusively on an ad-hoc, as-needed Break-Fix basis.

 

2.0 DEFINITIONS

• Turnkey PBX Architecture: The physical and virtual telephony appliances, Session Initiation Protocol (SIP) trunks, Interactive Voice Response (IVR) routing, call queues, extension assignments, and provisioned VoIP desktop/mobile endpoints deployed at the Client site.
• Go-Live Date: The official cutover date when inbound and outbound telecommunications traffic is actively routed through the newly deployed PBX system.
• Transitional Management Window: The ninety (90) calendar day period immediately following the Go-Live Date during which Cree IT maintains active system oversight and configuration tuning at no additional labor cost.
• Final Operational Handoff: The definitive administrative transfer occurring on Day 91, wherein root/master administrative credentials and system custody are permanently transferred to the Client.
• As-and-When Support: Unscheduled, ad-hoc technical support requested by the Client after the 90-day window has expired, billed entirely on a per-incident or hourly basis.

 

3.0 SCOPE OF INITIAL DEPLOYMENT (DELIVERABLES)

Cree IT delivers a fully operational PBX environment configured strictly to the parameters documented in the signed Statement of Work (SOW). Initial deliverables include:

• Hardware & Appliance Provisioning: Assembly, base operating system configuration, network segmentation (VoIP VLAN), and physical rack/desk installation of the PBX controller, gateways, and specified VoIP desk phones.
• Call Routing Logic: Setup of foundational call trees, IVR auto-attendants, ring groups, call queues, business hours routing, after-hours voicemail redirection, and direct inward dialing (DID) mapping.
• Endpoint Provisioning: Provisioning and deployment of the agreed-upon quantity of extension handsets, conference units, and softphone client profiles.
• Carrier & Trunk Interconnect: Integration and baseline registration of the Client’s upstream SIP trunking provider, analog line gateways, or primary rate interfaces (PRI).
• System Testing & Cutover: Verification of dial tone, audio codec quality, bi-directional audio transport, emergency service (E911) outbound calling verification, and internal extension dialing prior to formal sign-off.

 

4.0 90-DAY TRANSITIONAL MANAGEMENT WINDOW

To ensure stability during operational acclimation, Cree IT provides ninety (90) consecutive calendar days of system administration, commencing strictly on the formal Go-Live Date:

• Included Adjustments: Minor dial plan modifications, IVR prompt updates, extension reassignment/renaming, user voicemail PIN resets, and ring group timing tweaks.
• Firmware & Code Stability: Critical security patches and firmware updates applied to the PBX appliance and provisioned handset fleet if required to resolve zero-day vulnerabilities or system bugs discovered post-launch.
• Standard Queue Support: Remote administrative adjustments submitted via official Cree IT support channels during standard business hours (Monday to Friday, 08:30 to 17:00 MST).
• Carrier Liaison: Diagnostic assistance and log gathering to assist the Client in resolving upstream audio quality, jitter, or SIP registration drops with their third-party telecommunications carrier.

 

5.0 DAY 91+ HANDOFF & AS-AND-WHEN (AD-HOC) OPERATIONS

5.1 Handoff of System Custody

At 23:59 MST on the ninetieth (90th) calendar day following the Go-Live Date, the Transitional Management Window automatically and permanently expires. On Day 91:

• Cree IT releases master administrative credentials and root access to the Client’s designated internal authority.
• Automated remote monitoring, routine firmware administration, and proactive PBX maintenance by Cree IT immediately cease.
• The Client assumes total legal, financial, and administrative responsibility for system uptime, extension governance, internal staffing moves/adds/changes, and cyber security safeguards.

5.2 Ad-Hoc Interventions and Out-of-Scope Labor

Any technical request, configuration change, user management task, system rebuild, or troubleshooting requested on or after Day 91 will be executed strictly on an As-and-When basis:

• Billing Tiers: All ad-hoc work is billed according to the current Cree IT Master Pricing Policy under Advanced Networking and Security or Standard IT rates, depending on task complexity.
• Minimum Increments: Interventions are billed in mandatory thirty (30) minute minimum increments.
• No Retained Queue Priority: Ad-hoc PBX requests enter the general service queue and do not carry dedicated SLA response times unless governed by a separate, active network management contract (e.g., CreeNet).
• Emergency Dispatch: Any request demanding immediate after-hours dispatch or priority queue bypass will automatically incur an Emergency Callout Fee plus premium hourly rates.

 

6.0 EXCLUSIONS AND HARDWARE LIABILITIES

• Upstream Carrier Liability: Cree IT engineers the internal PBX logic. Cree IT is not a telecommunications carrier and accepts zero liability for upstream SIP trunk registration failures, carrier fiber cuts, latency introduced by external ISP routing, or call drops stemming from upstream telco outages.
• E911 Address Governance: The Client retains 100% legal responsibility for maintaining valid, updated physical address registrations with their upstream SIP/telephony carrier for all provisioned DIDs and remote softphone users to ensure legal E911 compliance.
• Hardware Replacement (Silicon Liability): The Client owns all physical PBX servers, gateways, and desk handsets. Cree IT does not warrant hardware against power surges, physical abuse, lightning strikes, or normal wear. Replacement of failed components is billed to the Client; Cree IT will coordinate standard manufacturer Return Merchandise Authorization (RMA) procedures subject to applicable labor rates.
• Toll Fraud Liability: The Client is solely responsible for internal extension governance. Cree IT assumes zero financial liability for fraudulent international dialing, unauthorized toll calls, or credential brute-forcing resulting from weak client-set passwords or compromised end-user devices.

 

7.0 ENVIRONMENTAL & NORTHERN INFRASTRUCTURE REALITIES (FORCE MAJEURE)

7.1 Environmental & Travel Contingencies

Cree IT personnel operate within the unique conditions of the Northwest Territories. Cree IT bears no liability for delayed on-site visits or service disruptions resulting from extreme northern weather events, territorial highway/ice-road closures, or official travel advisories. Travel outside the immediate Hay River municipal boundaries will incur standard mileage and Northern travel per diems.

7.2 Force Majeure Exemption

Cree IT shall not be held liable for system downtime, degraded call quality, or failure to perform interventions caused by regional power grid blackouts, ISP backhaul transport cuts, Starlink satellite attenuation, or public telecommunications monopoly failures.

 

8.0 FINANCIAL TERMS & MASTER GOVERNANCE

8.1 Pricing Governance

All installation fees, hardware procurement capitalization, travel charges, and subsequent As-and-When hourly service rates are strictly governed by the current Cree IT Master Pricing and Financial Operations Policy (CIT-POL-PRI-1.0).

8.2 Upfront Hardware Capitalization

Cree IT does not finance physical infrastructure. SOW approval for any PBX deployment requires 100% upfront capitalization of all physical telephony hardware, controller appliances, and licensing fees before supply chain orders are placed.

 

9.0 LIMITATION OF LIABILITY

• Exclusion of Consequential Damages: Cree IT, its directors, and technical personnel assume absolutely zero liability for lost corporate revenue, missed sales leads, interrupted business operations, regulatory fines, or third-party claims arising from failed inbound/outbound calls or system downtime.
• Maximum Financial Cap: In any scenario where Cree IT is formally found legally liable for negligence or breach regarding a PBX deployment, total financial liability is strictly capped at the direct labor fee collected by Cree IT for the initial deployment, excluding all hardware and licensing costs.

 

10.0 GOVERNING LAW

This Agreement is governed by and construed in accordance with the laws of the Northwest Territories and the applicable federal laws of Canada. Any legal dispute or claim arising from this service shall be initiated and resolved exclusively within the courts of the Northwest Territories.

 

END OF POLICY