Terms & Conditions - SmartUC


  1. "Service" refers to the SmartUC service which is provided by StarHub Ltd (company reg. no. 199802208C).
  2. The Service can only be subscribed and used by business customers with legally valid business registered numbers.
  3. All subscription plans for the Service are subject to a Minimum Period of Service of 24 months. Upon the expiry of the said Minimum Period of Service, the Service will continue on a month-to-month basis unless otherwise terminated in accordance with the terms and conditions of this Agreement.
  4. Termination notice period: 30 days in writing.
  5. In order to have access and use the Service, you must install and use the Software. You must agree to install and use the Software in accordance with its end user license agreement prescribed by us ("EULA").
  6. You acknowledge and agree that the Service may not be compatible with all devices, including internet protocol ("IP") phones, facsimile and point of sales ("POS") devices. You shall be solely responsible for ensuring that the devices you intend to use and will use in conjunction with the Service are compatible and able to work with the Service. We may provide you with a list of devices that are known in the market to be compatible; however, we make no warranty or guarantee that the listed devices are compatible and will work with the Service. Also the list may not be exhaustive.
  7. The Services only support Singapore emergency services calls (for example, 999 and 995).
  8. You acknowledge and agree that any emergency services calls made using the Services may be subject to network congestion and/or reduced routing speed.
  9. For the avoidance of doubt, the Services are not intended to be used as an emergency notification infrastructure (such as a fire alarm notification system).
  10. You are responsible for the internal cabling for telephony and local area network (LAN) cable infrastructure for the connection to StarHub-provided Customer premise equipment (CPE). StarHub demarcation of service depends on the CPE and will exclude your cabling when troubleshooting for service degradation.
  11. You shall, at your own cost and expense, be solely responsible for determining and for procuring any conversions required on your devices. For example, an analogue phone adaptor would need to be converted to an IP phone adaptor for the purposes of the Service. For the avoidance of doubt, we shall not be responsible for your devices and conversions, including any faults that may be caused to the Service in connection you're your devices and/or conversions.
  12. You shall, at your own cost and expense, be responsible for procuring and maintaining all necessary devices to use and access the Service and such devices include an integrated access devices (IAD), internet protocol ("IP") phone and/or such other compatible customer premises equipment (collectively, the "CPE") as may be required to use and access the Service.
  13. We may provide the CPE to you on a sale and purchase basis. The sale and purchase of the CPE will be subject to the relevant manufacturer's warranty only ("CPE Warranty") and any defect in such CPE will be covered by the CPE Warranty and your sole and exclusive remedy for such defect shall be according to the CPE Warranty. Orders for CPE shall at all times be subject to availability and confirmation by us in writing. Once you have placed an order for CPE you cannot cancel such order unless otherwise agreed by us in writing.
  14. Alternatively, we may lease the CPE to you. You must keep the CPE in a suitable place and provide appropriate conditions for the CPE, including any necessary power supply. You must also keep the CPE in good condition in accordance with the guidelines, instructions or specifications given to you. We will always remain the owner of such CPE. We reserve the right to update, change, remove or replace the CPE (whether in part or in whole). You must not allow anyone to modify such CPE without our prior written consent. Except for fair wear and tear, you shall be responsible for any damage or loss of CPE at our prescribed prevailing rates. Upon termination of the Service you must return us the leased CPE; otherwise you shall bear our costs of collection of such CPE.
  15. The provision of the CPE shall be subject to stock availability.
  16. You must comply with all instructions, notices or directions issued by us or the relevant Regulatory Authority in respect of the installation, use and/or operation of the CPE.
  17. If our field engineer is required to attend to you on-site at your Premises, our on-site support Charges shall apply (currently S$50 transportation and S$120 per man hour during our office hours (inclusive of 7% GST)) or such other amounts as may be prescribed by us from time to time). No on-site Charges will be imposed if the faults are determined to have been caused by us or our Network.
  18. There will be additional Charges for:
    1. provision of the Services, installation of and/or service support for the CPE outside our normal scope of work. These include:
      1. the Services requested by you are provided at a greater cost than what we would normally incur because of the materials used, the manner of installation or the nature of the Service Address. In these cases, we will notify you of the additional Charges before the installation starts;
      2. work or services performed outside our normal working hours; and
      3. work or services necessitated because of your or any third party's action, fault or negligence or because of any fault or problem associated with any other telecommunication system which you or other Service Providers control; and
    2. our work done in response to your complaint of a fault in the CPE and/or Services if the work reveals no such fault.
  19. Unless otherwise expressed by us, we make no warranties of any kind on and in connection with the Service and CPE, including that the Service will be compatible with all broadband internet services and expressly disclaim any express or implied warranties regarding the compatibility of the Service with any particular broadband Internet service. You acknowledge and agree that your broadband internet provider or other third party provider may intentionally or inadvertently block the ports over which the Service is provided or otherwise impede your use and access of the Service. Our statements regarding the Service or descriptions of the Service are informational and are not given as a warranty of any kind.
  20. For customers with broadband services not provided by StarHub, StarHub will not be able to ensure the voice quality and service availability as the customer's internet bandwidth and availability are not within our control.
  21. Your use of the Service and CPE shall be solely at your own risk and is subject to all applicable laws and regulations. If you use or allow the use of the Service and/or CPE outside Singapore, you shall be solely responsible for
    1. procuring all necessary consents; and
    2. complying with all applicable laws and regulations resulting from such use.
  22. The following early termination Charges shall apply if the Service is terminated prior to end of the applicable Minimum Period of Service: 100% of monthly Charges for the rest of the remaining Minimum Period of Service. In addition, you shall compensate us for any damages or losses (including but not limited to the costs of all waivers and discounts granted and free premiums given) which we may suffer because of such early termination. In computing whether or not you have complied with the Minimum Period of Service for a particular Service, we will not take into account any period for which that Service is suspended for any reason whatsoever.
  23. We reserve the right to charge you a reactivation Charge (currently at S$50, inclusive of 7% GST) per line or such other amount as may be prescribed by us from time to time) for reactivating any suspended or terminated Service.
  24. If the Service is suspended or terminated due to non-payment of any Charges and you subsequently pay us all outstanding amounts, in order to reactivate the Service, you must contact our business helpdesk or where relevant, our account manager to request for such re-activation. You acknowledge and agree that reactivation of the Service is neither automatic nor immediate upon or after your full and correct payment of the outstanding Charges. Our reactivation Charges shall apply unless otherwise agreed by us in writing.
  25. Security

  26. You are solely responsible for the security of all your own equipment and networks (including but not limited to the CPE under your possession) which are connected to and/or used in conjunction with the Service. You are solely responsible for all activities that occur in relation to all your equipment and networks (including but not limited to the CPE under your possession).
  27. If you discover or suspect any unauthorised use of the Service, the CPE and/or that your account security has been compromised, you must immediately inform us and take all necessary and immediate actions, at your sole cost and expense, to enhance the security of all your equipment and networks (including but not limited to the CPE) which are connected to and/or used in conjunction with the Service.
  28. You are therefore advised to review and update your security features of all your equipment and networks (including but not limited to the CPE) which are connected to and/or used in conjunction with the Service from time to time.
  29. The security of your account, including Content stored, sent or received, is your own responsibility. We cannot guarantee the safety and security of any transmission under any circumstances whatsoever.
  30. You are strongly encouraged to change (and regularly change) the initial password and pass code with a strong password and pass code when you first log on to the Service.
  31. Administrator

    You shall assign 1 authorised personnel as your user administrator ("Administrator") for the Service. The Administrator shall be our single point of contact for operational matters, including but not limited to password and authorisation matters. The Administrator shall also be responsible for managing your user features via your company's administrator web portal for the Service (which we will make available to you as part of the Service). A user guide will be provided to you. Should you require user training for the Administrator, you may request for such training in writing. Training will be subject to our written approval and subject to availability of resources. There will also be a Charge to be prescribed by us in connection with such training. We reserve the right to cancel such training upon notification.

  32. In respect of our voice recording Services, you agree not to:
    1. use the Service in any unlawful manner, including but not limited to violation of any person's privacy rights;
    2. use the Service to store or transmit files, materials, data, text, audio, video, images or other content that infringes on any person's intellectual property rights;
    3. use the Service in any manner that interferes with or disrupts the integrity or performance of the Service and its components;
    4. attempt to decipher, decompile, reverse engineer or otherwise discover the source code of any software making up the Service;
    5. use the Service to knowingly post, transmit, upload, link to, send or store any content that is unlawful, racist, hateful, abusive, libelous, obscene, or discriminatory;
    6. use the service to store files that are not deemed to be voice or video communication;
    7. use the Service to knowingly post transmit, upload, link to, send or store any viruses, malware, Trojan horses, time bombs, or any other similar harmful software ("Malicious Software"); or
    8. try to use, or use the Service in violation of these Terms.
  33. In respect of our voice recording Services:
    1. you are responsible for ensuring that use of the Service to store and transmit your data is compliant with all applicable laws and regulations. You also maintain all responsibility for determining whether the Service or the information generated thereby is accurate or sufficient for your purposes;
    2. you agree and acknowledge that each individual user of the Service ("User") will be identified by a unique username and password ("User Login") and that an User Login may only be used by one (1) individual. You will not share an User Login among multiple individuals. You and your Users are responsible for maintaining the confidentiality of all User Login information for Your Account;
    3. the right to access your account and to use, modify, reproduce, distribute, display and disclose your data solely to the extent necessary to provide the Service, including, without limitation, in response to your support requests; and
    4. your operation for the voice recording in compliance with all applicable laws in all jurisdictions governing use of the Service by you and Users, including but not limited to telephone recording and wiretapping laws.