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FAQs

Your VoIP questions… answered!

Are there exclusivity clauses?

No, we do not have any exclusivity clauses.

Can I bring my own SIP Trunks?

Within our standard license fee per user/server we include industry leading tier 1 providers like Gamma and Magrathea SIP trunks as standard for calls which take advantage of our competitive low wholesale rates for calls and our call bundles. If you'd prefer to continue using your own SIP trunk providers, that is not a problem. In that scenario, you can still pay per extension/server, source new numbers and we can route your calls over your own sip trunks.

Can I leave easily if the service isn’t good?

Yes, you can choose to leave if you decide the service has not been suitable for you. This, however, is also one of the reasons that our company has grown steadily since its inception in 2013 and why we believe we do not need to tie you in to a partnership with us. We have built our reputation over the years from offering no minimum contract term for our wholesale services.

Can I set my own call tariffs and packages?

Yes, as a reseller you can create your own call tariffs, packages and bundles either across your account for some standard defaults or on a per client basis.

Can I set my own pricing?

Yes, you can set the pricing for end users to suit you and your business. We provide you set wholesale pricing and you can choose to your own resale price.

Can I use my own branding?

Yes. Our platform is designed to be fully white label. You can apply your own logo, brand colours and domain to the client portal and browser phone at no extra cost. When using your own domain, the portal login experience is fully branded and your logo can also be applied across client PBX servers. Our browser phone is also deployed under a white label brand, with no visible reference to VIP VoIP.

Can I use my own domain and login portal?

Yes, you can use your own domain for the client facing portal and emails - like voicemail notifications.

Can the platform be fully white-labelled?

Yes. We also have our own white label VoIP mobile apps for Apple iPhone and Google Android, or you can choose to deploy your own branded mobile app for an annual fee per platform.

Can your SIP trunks be used for other platforms?

Yes. Our SIP trunks can also be utilised and linked to systems like 3CX, Yeastar and a host of other 3rd party VoIP providers. In fact a number of our reseller partners use 3CX and Yeastar as 2nd platform options they sell and do just that.

Do customers ever see the provider’s name?

In most cases, no, as long as your branding is applied. The client portal, browser phone, and embedded app can all be fully white labelled. However, our current mobile apps are still branded as VIP VoIP, so this may be visible to customers when downloading and installing the app. We are actively developing updated mobile apps under a new neutral brand. These will also dynamically display your logo once a user logs in, pulling branding directly from your portal settings. These updates are expected to be available later this year.

Do I get revenue share or wholesale pricing?

We provide you services at wholesale rates and then you as the reseller/partner can choose to set the sales pricing to your end customers as you choose. This way of selling telecoms is better for retaining a larger proportion on your profit margins for quicker and increased growth strategies.

Do you offer a free trial of the system before we commit?

We do not hold our resellers to any long commitment terms or have sales targets or tiers for partners. Because we generate our invoices on the first working day of each month you can add servers, extensions and numbers to ensure you can fully test the system in a demo scenario without incurring charges.We also allow for a server to be temporarily "paused" which results in all services being temporarily suspended and prevents the monthly service charges for licenses. This is a good way to limit commercial risk and exposure with your own clients financially too.

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Do you offer telephone rental?

Unfortunately we no longer offer telephone rental as part of our wholesale services but we can put you in touch with one of our hardware supplier partners that can provide you this option.

How do we deal with breakdowns and faults?

The only items which can break down at a customer’s site are the telephones.  If a phone develops a fault or is damaged then either we or you can post a replacement to the customer.   The most common reason for a customer’s phones to stop working is internet failure or some fault in the local network.   Usually a reboot of the router or a phone will cure the problem.We normally expect you to provide first-line support to your customers but we will support your customers on your behalf on a white label basis if you do not have the skills or resources in your organisation.Our help desk is staffed 24 hours a day every day.

How does billing work?

We send you a wholesale invoice by email on the first working day of each month for all the services which all of your customers have used in the previous month including full CDR (call detail reports) for the month. We can also allow you to FTP each customers CDR records daily for your own or 3rd party billing partners.

How Does the Service Work?

As a reseller you get access to your own portal, and in here you can create your own clients, services, add phones to provisioning and tailor provisioning settings, set tariffs or create bespoke tariffs, set recording options and permissions on a per client and per user basis.You can brand up the client facing portal with your own logo, colours and domain, and request ports or grab new numbers all from one location. You can build the client server and set it up safe in the knowledge that we act as an extension of your own company to train and support you along the way.

How long does it take to set up service for a customer?

You can realistically set up a client's details into the portal and then add a virtual PBX server for them with basic configuration and a telephone number within 10 minutes.

Is there a minimum monthly spend?

There’s no minimum spend for the first 12 months. After that, a £100/month minimum is typically in place, but we take a sensible, flexible approach and support partners who are proactively building and adding customers.

Is there a minimum number of users/seats?

No, we have no limitation on how you can start your journey with us as a partner, so you can start with one seat or 100 seats. The same way that all our partners will be treated with the same level of care and support regardless of their size or point in their journey with us.

Is there a setup fee or onboarding fee?

No. We do not charge or have ever charged for any setup fees or onboarding fees for our partners.

What are the benefits of business VoIP?

VoIP, compared to traditional phone lines, is cheaper, more reliable, more scalable, and comes with a host of efficiency saving functionalities for you and your team.

What are Your Service Level Guarantees?

Our sales partners and their customers are entitled to expect certain minimum levels of service from us. We pride ourselves on a response time of 30 minutes or less. Our standard reseller agreement also states that we ensure 99.9% availability of our telephone service. That means no more than one hour of downtime in 1,000 hours of operation. We do better than that in practice. On top of that we also provide out of hours support for emergencies and have backup servers as standard.

What happens if a customer wants to leave?

We comply with Ofcom’s rules about the portability of telephone numbers. Customers are always free to transfer their numbers to another service provider at any time. The new service provider will make a transfer request to us and we will co-operate.

What happens if the customer’s internet service goes down?

Business-grade internet services are generally reliable but they will stop working occasionally for short periods.   When that happens we can redirect the customer’s incoming calls automatically to an alternative landline number or mobile number (or to several numbers at the same time) which we set up in advance.  When the internet connection starts working again then the system returns to normal operation automatically.Another contingency option is to use internet router which can support mobile internet connection as well as a fixed line service

What happens if the switchboard server fails?

Our hosted switchboard software runs on a cluster of inter-linked physical servers which share processors, memory and hard drives.   The platform is highly fault-tolerant.A further level of resilience is that the entire system is duplicated in a separate data centre.  If a major incident disrupted service at our primary data centre then we could re-route calls through our secondary data centre within a few hours.

What is the minimum contract period?

We do not impose a minimum contract term for you as a reseller or your customer for our VoIP services.

What is VoIP?

VoIP stands for Voice Over Internet Protocol. In a nutshell it sends and receives calls over your customers existing broadband. You can sell a phone system that will handle many concurrent calls without buying costly phone lines and equipment.

What kind of internet connectivity is needed?

This depends on the customer’s situation. A VoIP conversation needs about 80KB/s of bandwidth (up and down). The limiting factor is usually the upload bandwidth of the available internet connection. Regular ADSL and FTTC services operate at higher download speeds than upload speeds.

Why Should I Choose VIP VoIP?

As business we pride ourselves on being more adaptable and willing to change to create the right service for our customers. All our services are flexible, and you can add or remove services whenever you want with no hidden fees.

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