Fair Usage Policy

Terms used in this Fair Usage Policy have the same meanings ascribed to them in our Terms of Service.

Calls included in unlimited calling plans are subject to a maximum call duration of four (4) hours per call, after which time the call will be disconnected.

Cloudworx reserves the right to immediately disconnect, modify, or suspend service and offer an alternative calling plan if it determines, in its sole and absolute discretion, that usage is inconsistent with normal business usage patterns or exceeds the fair usage limits outlined below. In such cases, Cloudworx may also apply revised rates, including call center or high-volume service rates, to all applicable usage periods where such conditions occurred.

Not for Wholesale: The Enterprise-Grade SIP Trunk service is not intended for use with any softswitch, call router, or similar system for the purpose of reselling or redistributing telecommunications services. This service must be registered to a single PBX system owned and operated by the Customer for internal business use only. The Customer may not use SIP Trunk services for the purpose of acquiring and porting telephone numbers to another service provider. Cloudworx reserves the right to determine, based on traffic patterns, purchasing behavior, and account activity, whether a violation of this policy has occurred and may terminate service accordingly.

Cloudworx reserves the right to assess a port-out fee of $50.00 per telephone number where it has reasonably determined that services were used in violation of resale or number warehousing restrictions.

Inbound & Outbound Minute Thresholds: Enterprise-Grade SIP Trunks: Each Enterprise-Grade SIP Trunk account is subject to combined inbound and outbound billable minute thresholds, pooled across all channels (concurrent call paths) within the same plan tier, for the United States (Lower 48) and most of Canada (as defined by applicable rate centers), within any billing cycle.

Soft Caps (pooled per plan tier, per channel):

• Ultimate plans (and successor or equivalent plans): 3,500 billable minutes per channel, pooled across all channels on the account
• Essentials, Premium, Enterprise, Standard, and legacy plans: 1,000 billable minutes per channel, pooled across all channels on the account
• Metered plans: no bundled minutes; all usage is billed per billable minute from the first minute, at the rate specified in the Customer’s signed agreement or proposal at the time of contract.

Example: An Essentials account with 5 channels has a pooled monthly allowance of 5,000 billable minutes (5 × 1,000), shared across all channels on the account.

Once the account’s pooled soft cap is exceeded, usage is billed at $0.019 per billable minute.

Plan Tiers Are Not Combined: Pooling applies only within a single plan tier. Billable minutes cannot be pooled or combined across different plan tiers (e.g., Essentials and Ultimate) on the same account.

Maximum Usage Threshold (Fair Use): Regardless of the account’s pooled soft cap, no single channel may exceed 4,500 combined inbound and outbound billable minutes within any billing cycle. This threshold applies per channel individually, even when the account’s soft cap is pooled across multiple channels. If any single channel exceeds this threshold, Cloudworx reserves the right to suspend, restrict, or modify service on the affected account.

No Cross-Account Pooling: SIP Trunk services are provisioned per account. Billable usage may not be pooled, shared, or aggregated across separate accounts.

Exclusions: Call Center, Contact Center, and high-volume or specialized service usage is excluded and governed by separate usage policies and rate structures as defined in the Customer’s agreement or contract.

Inbound & Outbound Minute Thresholds: Hosted Cloud PBX: Each Hosted Cloud PBX account is subject to combined inbound and outbound billable minute thresholds, pooled across all call paths (lines) within the same plan tier, covering the United States (Lower 48) and most of Canada (as defined by applicable rate centers), within any billing cycle.

Soft Caps (pooled per plan tier, per call path):

• Ultimate plans (and successor or equivalent plans): 3,500 billable minutes per call path, pooled across all call paths on the account
• Essentials, Premium, Enterprise, Standard, and legacy plans: 1,000 billable minutes per call path, pooled across all call paths on the account
• Metered plans: no bundled minutes; all usage is billed per billable minute from the first minute, at the rate specified in the Customer’s signed agreement or proposal at the time of contract.

Example: An Essentials account with 5 call paths (lines) has a pooled monthly allowance of 5,000 billable minutes (5 × 1,000), shared across all lines on the account.

Once the account’s pooled soft cap is exceeded, usage is billed at $0.019 per billable minute.

Light Users: Hosted Cloud PBX Light Users do not include a dedicated call path but have access to place and receive calls using the call paths of Full Users on the account, drawing from the pooled billable minutes available on the account.

Plan Tiers Are Not Combined: Pooling applies only within a single plan tier. Billable minutes cannot be pooled or combined across different plan tiers (e.g., Essentials and Ultimate) on the same account.

Maximum Usage Threshold (Fair Use): Regardless of the account’s pooled soft cap, no single call path (line) may exceed 4,500 combined inbound and outbound billable minutes within any billing cycle. This threshold applies per call path individually, even when the account’s soft cap is pooled across multiple lines. If any single call path exceeds this threshold, Cloudworx reserves the right to suspend, restrict, or modify service on the affected account.

No Cross-Account Pooling: Billable minutes may not be pooled, shared, or aggregated across separate Hosted Cloud PBX accounts.

Billable Usage Calculation

For purposes of this Fair Usage Policy, all included minute allowances, usage thresholds, and maximum usage limits refer to billable minutes, not actual call duration. This billing methodology applies to both Enterprise-Grade SIP Trunk and Hosted Cloud PBX services.

Each completed call is subject to a minimum billable duration of thirty (30) seconds, followed by six (6) second billing increments. Calls lasting less than 30 seconds are therefore calculated as 30 seconds of billable usage. Calls exceeding 30 seconds are calculated to the next applicable 6-second increment.

Examples: A call lasting 12 seconds has an actual duration of 12 seconds but consumes 30 seconds of billable usage. A call lasting 32 seconds consumes 36 seconds of billable usage.

Billable Usage and PBX Dashboard Usage: Billable minutes may differ from the actual call duration shown on the PBX dashboard. For typical calling patterns, the difference may be relatively small. However, accounts with a high volume of short-duration calls may experience a greater difference because each completed call is subject to a minimum billable duration of 30 seconds, followed by 6-second billing increments.

For example, if an account completes 2,000 calls averaging 10 seconds each, the PBX may reflect approximately 333 minutes of actual call duration. Because each call is subject to the 30-second minimum, those same calls would consume 1,000 billable minutes.

Accordingly, an allowance of 1,000 billable minutes or 3,500 billable minutes represents the applicable amount of billable usage as calculated using the billing increments above. These allowances should not be interpreted as guaranteeing an equivalent number of minutes of actual talk time.

Cloudworx’s billing system is the authoritative source for calculating billable usage, included minute consumption, Fair Usage thresholds, and applicable usage charges. The PBX dashboard is provided as a call activity and usage reference and should not be relied upon as an exact representation of billable usage or remaining included billable minutes. Detailed billing usage records may be provided upon request where additional usage verification is required.

Where per-minute usage or overage charges apply, charges are calculated using the applicable billable duration and rate, with the resulting charge for each call rounded to the next whole cent.