Service Agreement

This agreement applies between you and meupabx.online from the moment you sign up for the service. We wrote it in plain language, so that it actually gets read.

1. Parties and acceptance

On one side, Rei Rolim Servicos e Tecnologia Ltda, CNPJ (Brazilian tax ID) 41.551.584/0001-70, headquartered at Rua Olimpiadas 205, 4º andar CJ. 44, Vila Olimpia, CEP 04551-000, São Paulo/SP, Brazil, which operates meupabx.online ("we", "us"). On the other, the person or company identified in the quote ("you", "customer").

You accept this agreement when you approve the quote, in writing, by email or by WhatsApp, or when you make the first payment. Anyone who accepts on behalf of a company declares that they have the authority to do so and that the information provided is true.

2. Documents that make up the agreement

The agreement is made up of three documents:

• the accepted quote, with the configuration, prices, and timelines for your case;
• this Service Agreement, in the version in force on the date of acceptance;
• the Privacy Policy.

If there is any difference between them, the quote prevails, followed by this agreement.

3. The service

meupabx.online delivers a cloud PBX, with extensions, an auto attendant, queues, recording, reports, and an app for computer, mobile phone, and browser. We also take care of the phone numbers (the ones you already have and the new ones) and the calls.

Our team sets up, monitors, and adjusts the service. The phone platform is 3CX, hosted on Amazon AWS, in the São Paulo region. Phone numbers and calls depend on telephone carriers authorized by Anatel, Brazil's telecom regulator. The service is intended for professional use.

4. Activation and timelines

• With up to 80 extensions and no dedicated environment, the service is ready within 24 hours after payment is confirmed.
• In projects with a dedicated environment, the timeline is usually between 3 and 5 business days, depending on scope.
• Number porting follows Anatel rules and usually takes 3 to 5 business days.

These timelines depend on you sending the information and documents requested and, for number porting, on your current carrier. That is why they are estimates.

5. Prices and payment

• The monthly fee is paid before use, like a prepaid plan: you pay for the month and use it.
• We accept boleto (Brazilian bank slip), Pix, and credit card.
• Setup is a one-time fee, stated in the quote.
• You can ask to add or remove extensions and numbers. The change takes effect once the request is completed, and the amount is adjusted on the next charge.
• Monthly prices are adjusted once a year, according to the change in the IPCA, Brazil's official consumer price index.
• Call rates may change, with at least 30 days' notice.

6. Calling credit

• Calls are paid for with prepaid credit, with a minimum of R$50.00 per month.
• Each call is deducted from the credit, at the rate in force. Rates for landlines and mobile phones in Brazil are shown in the quote. Calls to other countries have their own rates and are enabled on request, for security.
• Credit left over in a month rolls over for up to 3 months. After that, the old balance expires.
• When the credit runs out, calls made by your company are suspended until you add more credit. Receiving calls keeps working.
• Calls received on 0800 and 4003 numbers are charged to the party receiving them, at the rate in the quote.
• The credit can only be used for calls on meupabx.online. It cannot be converted into cash and is not refunded on cancellation.

7. Late payment and suspension

• If payment is not identified, the service is suspended 10 calendar days after the due date.
• With payment by Pix or credit card, the service is back within 30 minutes. With boleto, you have to wait for the payment to clear.
• After 60 days of late payment, we may terminate the agreement. In that case, settings and recordings may be deleted and numbers obtained through us may be returned to the carrier.

8. Term and cancellation

Open contract (no dedicated environment). There is no minimum term, no lock-in, and no cancellation fee. You cancel whenever you want, by asking support. The service continues until the end of the period already paid for, and the amount for that period is not refunded.

Contract with a dedicated environment. It has a minimum term of 10 months, because the phone platform is licensed and the server is prepared just for your company. If you cancel before that term ends, you pay a fee of 50% of the monthly fees remaining to complete the 10 months. After the 10 months, the contract continues with no fixed term and can be canceled with 30 days' notice.

7-day withdrawal. When consumer protection law applies to your purchase, you can withdraw within 7 days of signing up, and we refund what was paid.

Cancellation by us. We may suspend or terminate the service in case of non-payment, prohibited use (section 10), or risk of fraud. Whenever possible, we give notice first. We may also terminate the open contract without cause, with 30 days' notice.

9. Numbers and porting

• When you request number porting, you declare that you are the holder of the numbers or that you have the holder's authorization.
• New numbers are provided by carriers and remain in use by your company for as long as the agreement lasts.
• You can take your numbers to another carrier, through number porting, in accordance with Anatel rules.

10. Permitted use

You agree not to use the service to:

• send mass calls without the recipient's authorization, or in violation of Anatel and consumer protection rules;
• commit fraud, scams, threats, or any illegal activity;
• impersonate another person or company, or change the caller ID to mislead the recipient;
• resell the service without a written agreement with us.

In the environment without a dedicated server, the service is built for the pace of an office, where people talk at different times. If your operation has many people on the phone at the same time, all day, the way to go is High volume or a dedicated environment. If usage strays far from that profile, we will contact you to adjust the plan.

11. Recordings

• Call recording is part of the service. Recordings are kept for 12 months, or for up to 5 years if you sign up for extended retention. After that period, they are deleted.
• Letting people know that the call is recorded is your company's responsibility. We recommend including the notice in the welcome message.
• At the end of the agreement, you can request a copy of the recordings within 30 days. After that period, they are deleted.

12. What is up to you

• Your company's internet, network, and equipment (computers, mobile phones, headsets, and desk phones).
• Your users' passwords and access. Let support know if someone leaves the company or if you suspect unauthorized access.
• The content of your company's call-handling messages and calls.
• Calls to emergency services depend on internet and power. Keep another means of contact for those situations.

13. What is up to us

• Set up the service according to the quote and what you tell us.
• Keep the platform up to date and monitor how it is running.
• Handle change requests: extensions, hours, messages, and queues.
• Give advance notice of scheduled maintenance, whenever possible.

14. Availability and support

We work to keep the service running at all times, but no internet service works without interruptions. There may be maintenance downtime and failures by third parties, such as carriers, the hosting provider, or your connection. This agreement does not guarantee a minimum availability percentage, unless the quote says otherwise.

Support is available by phone and WhatsApp at +55 11 3080-3080 and by email at meajude@meupabxonline.com.br, Monday through Friday, 8:30 a.m. to 5:30 p.m. (Brasília time). Dedicated contracts may have extended support or support 24 hours a day, 7 days a week, as stated in the quote.

15. Personal data

For calls, recordings, and the records of your users and customers, your company is the data controller and meupabx.online is the data processor, under Brazil's General Data Protection Law (LGPD). This means that:

• we process this data only to provide the service and according to your instructions;
• we keep it confidential and limit access to the team members who need the data;
• we use providers for hosting, platform, and telephony, listed in the Privacy Policy, and we are responsible to you for their work;
• we notify you, without delay, if we become aware of a security incident involving your data;
• we help you respond to requests from data subjects and authorities;
• at the end of the agreement, we delete the data, subject to the periods in section 11 and those required by law.

The data we process on our own account, such as registration and billing data, follows the Privacy Policy.

16. Confidentiality

Each party keeps confidential the other party's information that it has access to because of this agreement, and uses it only to perform the agreement. This does not apply to information that is public or that the law requires to be disclosed.

17. Limits of liability

We are liable for direct damages we cause through our own fault, up to the amount you paid for the service in the 12 months before the problem. We are not liable for lost profits, for indirect damages, or for failures caused by third parties, by the internet, or by your company's equipment.

These limits do not apply in cases where the law does not allow liability to be limited.

18. Changes to this agreement

We may update this agreement. Each change creates a new version, with a publication date. We notify customers by email at least 30 days in advance. If the change is to your disadvantage, you can cancel with no fee up to the date it takes effect.

19. General provisions

• Communications between the parties may be made by email and by WhatsApp, using the contact details given in the quote.
• You may not transfer this agreement to another company without our consent. We may transfer it in case of a corporate reorganization, with notice to you.
• If one of the parties does not enforce a right, that does not mean it has waived it.
• This document may be published in other languages. If there is any difference between the versions, the Portuguese version prevails.

20. Law and venue

This agreement is governed by the laws of Brazil. Any dispute will be resolved in the courts of the judicial district of São Paulo. When consumer protection law applies, the courts of the consumer's place of residence have jurisdiction.

21. Contact us

Questions about this agreement: +55 11 3080-3080 (phone and WhatsApp) or meajude@meupabxonline.com.br.