1 Wiring

a) If utilizing Power over Ethernet (PoE) phones, both voice services and power will be delivered to each device via a Terra Controls-provided 3-foot-long Ethernet cable. If the Customer has not requested a PoE switch, the phones must be powered via an Terra Controls-provided 5-foot-long AC power adapter cable.

b) The Customer is responsible for providing extension cables and/or the appropriate infrastructure if the Terra Controls-supplied Ethernet and/or power cables are insufficient in length to reach the Customer’s LAN Ethernet switch or hub ports, and/or AC power receptacles.

c) In the event that connections will be required to be made from the Terra Controls provided equipment to a Customer patch panel, it is the Customer's responsibility to provide the appropriate length patch cables to interconnect the equipment.

d) The Terra Controls provided technician will require wallboard or rack space, and nearby grounded AC electrical power receptacles, in order to deploy required telecommunications equipment. The Terra Controls-provided gateway/router must interconnect with the local loop provider’s access termination equipment. Terra Controls will provide a 6-foot Ethernet cable to interconnect these two devices.

e) In the event a Terra Controls provided technician is required to supply Ethernet and/or patch cables, a fee of up to XCg 25 per cable (up to 10 meters in length) will be charged. Ethernet and patch cables beyond 20 feet in length will be subject to individualized quoting and be charged if accepted.

Technical Specifications and Physical Access

a) The Customer is required to fully review and approve technical specifications, configurations, network diagrams, and/or call flow documentations to ensure service is deployed correctly. Any changes requested by customer after approval can result in implementation and/or turn-up delays, as well as additional charges.

b) Customer is required to provide a designated technical contact for interactions with Terra Controls’ technical team.

c) Terra Controls must have access to all rooms/closets where the local area network (LAN) wiring terminates, as well as the location where the access circuit from the local loop provider terminates (the minimum point of entry [MPOE] or a “smart jack”). The MPOE is the location where telecommunication access facilities, such as copper and fiber cables, enter into the building and terminate to patch panels or receptacles (also known as jacks, sockets, plugs, and connectors) that are affixed to a wall. In many situations, the MPOE is in a closet, a metal cabinet, or small room. Large buildings may have multiple MPOEs on a single floor, or on multiple floors. Inbuilding wires used for telecommunication services for phones, computers, fax machines, etc., run back to, or are extended from, the MPOE.

Training and Implementation

a) A Terra Controls provided technician must be scheduled for all turn-ups, and 48-hour advance notice is required to reschedule the turn-up without incurring additional costs.

b) Terra Controls does not recommend a "hot cut" from the previous phone system to the new Terra Controls Cloud Hosted PBX platform on the same day. In the event that the Customer requires a "hot cut", there is a possibility that the Customer may lose service during the transition process, and it may not be possible to revert to the previous phone system once conversion has completed.

c) A Terra Controls provided technician will place and connect the Terra Controls equipment to the Customer’s LAN based on the network diagrams approved in advance. Thereafter, the Terra Controls provided technician will place a phone at each station designated by the Customer. It is important that the phone is not disconnected or de-activated, as testing will need to be done before final implementation. In the event the technician is denied the ability to connect the equipment during the site visit, it will become the Customer’s responsibility to properly connect the phones prior to turn-up. Any additional site visits necessitated will be billable to Customer.

d) All phones are pre-configured for specific locations and/or functions. Any changes to locations of phones and/or features after approval of final configuration documents will result in additional charges and delays.

e) Terra Controls generally delays the porting of Customer phone numbers, from the current phone/service provider to the new Terra Controls Cloud Hosted PBX system, for approximately one week after initial implementation. During this period, it is critical that the Customer-designated phone administrator(s) complete training on the new Terra Controls Cloud Hosted PBX system with the designated Terra Controls representative, and that phones and features are setup in conjunction with the Terra Controls Project Coordinator. Functions that will require setup include automated attendant(s), multiline hunt group(s), voice mail settings, time of day routing, etc.

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f) It is extremely important that the Customer-designated phone administrator(s) work with each user to verify that they are able

to make outbound calls, receive inbound calls to their respective DIDs, receive toll free calls to the appropriate extensions or

hunt groups, make and receive extension to extension calls, and retrieve voice mail messages before the final cut-over from

the previous phone system. This includes verifying that automated attendant(s) and music-on-hold are functioning properly.

g) Terra Controls policy is to not grant system or administrative level access to Terra Controls managed devices located on, or

nearby, Customer premises, such as but not limited to, access gateways, routers, phones, and Ethernet switches.

h) Individual phone warranty is determined by many factors, such as but not limited to, purchase or lease status of the device,

agreement status (during or beyond a contracted term), manufacturer’s warranty intervals, type of device failure, etc. The

Customer should refer to the service agreement and may communicate with an Terra Controls customer service representative

regarding phone failure and warranty concerns.

Fax Services

Fax over VoIP refers to the process of sending and receiving faxes over an IP network instead of the public telephone network.

When a user sends a fax over IP, a fax machine transmits the image data as packets through the IP network instead of over the

public switched telephone network (PSTN). Faxing has known limitations when implemented as a Fax over IP service. These

limitations are technology-based and industry-wide. It is not recommended to send or receive very long faxes or heavy volumes

over this method.

Some companies, including Terra Controls, use the T.38 standard for sending faxes over the Internet. Although the standard

promises better reliability, that standard is still open to interpretation by various providers and cannot be maintained on an end-toend

basis. Terra Controls cares about providing all Customers with services that meet their needs. If the Customer’s business is

heavily dependent on regularly faxing large, multi-page documents, Terra Controls recommends that the Customer maintain an

analog phone line not routed across voice over IP (VoIP) for reliable and consistent performance.

For standard length and lower volume faxing, Terra Controls customers find these best-efforts fax services to be cost-effective and

more than adequate to serve their needs. Terra Controls encourages all Customers to assess their faxing needs to select the best

option for their business. The Terra Controls recommended configuration for fax over VoIP is to terminate all customer fax machines

onto the foreign exchange subscriber (FXS) ports within the Terra Controls provided router/gateway. Fax lines that are not

connected to such analog FSX ports do not meet the Terra Controls preferred and recommended configuration and will be

supported solely on a best-efforts basis.

For those customers that specifically identify, and order, fax termination service, A Terra Controls provided technician will connect fax

machines to the appropriate FXS ports on the Terra Controls router/gateway at the time of the service turn-up. The fax lines must

be terminated to the same location as the Terra Controls equipment. If extended wiring is required to reach the fax lines, additional

charges may apply. Any fax devices not identified in advance will not be connected during the turn-up process.