If your Pricing Proposal indicates you have purchased Services related to our mFax product, this mFax Addendum (the “Addendum”) governs your use of such Services, as defined in our Terms of Service (the “Terms”) available at https://www.documo.com/legal. Capitalized terms used and not defined in this Addendum have the respective meanings assigned to them in the Terms. Except as otherwise provided herein, the terms and conditions of the Terms are incorporated in this Addendum as if fully set forth herein.
You understand and agree that you are not the owner of any Documo fax number assigned to you by Documo Inc. Ownership of any such fax number is vested solely in Documo Inc. (which will assign such number to you for your use during the term of this agreement). As a general business practice, Documo Inc. allows for the porting out of Documo-owned fax numbers upon the termination of service and customer request. However, you understand and agree that following the termination of your account for any reason, such fax number may be reassigned immediately (although there is typically a transition period) to another customer, and you agree that Documo Inc. will not be liable for damages (including consequential or special damages) arising out of any such reassignment, and you hereby waive any claims with respect to any such reassignment, whether based on contractual, tort or other grounds, even if Documo Inc. has been advised of the possibility of damages. You further understand and agree that Documo Inc. may from time to time need to change the fax number assigned to you (whether due to an area code split or any other reason whether outside or within Documo Inc.’s control). You agree that Documo Inc. will not be liable for damages (including consequential or special damages) arising out of any such change in the fax number assigned to you, and you hereby waive any claims with respect to any such change, whether based on contractual, tort or other grounds, even if Documo Inc. has been advised of the possibility of damages.In particular, you agree that you are not authorized to charge services provided to you or at your request to the fax number assigned to you by Documo Inc. and that you will not request or otherwise cause any third-party service provider to charge any such services to such number. You are responsible for any such charges, and any such charges will give Documo Inc. the right to immediately terminate your Documo account without notice.
Unsolicited fax advertisement policy
If you believe that you are in receipt of an unsolicited fax advertisement, you should take the following two steps:
a) If the fax contains a telephone number, fax number, or other contact information to “unsubscribe” from receipt of additional junk faxes, please do so; and b) Please submit suspect fax to Documo Inc. for investigation by faxing the suspect fax to 1.844.283.4884
We will investigate your submission and block further transmissions from the sender if they are in breach of the Federal Telephone Consumer Protection Act, which regulates unsolicited fax transmissions. Distribution of unsolicited fax advertisements through the Services is prohibited.
Documo Inc. understands that receipt of such faxes can impair your use of our Services. Accordingly, Documo Inc. may develop means to prevent distribution and receipt of unsolicited fax advertisements to our customers. At Documo Inc.’s option and without further notice, Documo Inc. may use technologies and procedures, such as filters, that may terminate such unsolicited fax advertisements without delivering them.x/voicemail number referenced in the spam email or spam fax is a Documo fax number. If it is, we will attempt to prevent such faxes from reaching your account.
Documo Inc. reserves the right to charge a premium on all mobile, cellular, digital, special service numbers, and/or PCS international terminating traffic, as well as the right to adjust any rate to reflect changes in international tariffs, regulatory requirements, taxes, levies or other third party levies. Per page prices are based on a 60 second transmission time; pages that take longer to transmit may be charged as multiple pages.
Charges for Services may include Activation, Monthly Subscription, and Usage Fees.
Refer to the “Pricing Proposal” for additional terms and conditions related to the contract term, payment terms and cancellation policy.mFax
Service Level Agreement
Outbound Fax Service - Outbound service is defined as an individual fax message sent to Documo by the Customer for delivery to a specified fax number on the public switched telephone network (PSTN). Documo supports the submission of outbound faxes via SMTP, file transfer, or Web Services API.
Inbound Fax Service - Inbound service is a service whereby Documo receives a G3 fax and delivers said faxes in either TIFF or PDF format, as requested by Customer, using SMTP or encrypted SMTP (Transport Layer Security) to the e‐mail address(s) associated with a specific inbound fax number. Received faxes can alternatively be delivered via the Documo Web Services API or accessible via the Documo web interface.
Website uptime - Documo’s goal is to make website and web application servers available no less than 99.5% of the time in any thirty (30) day period.
Inbound Service Levels. Faxes sent to a subscriber's dedicated DID (Direct Inward Dial) will be routed to the user's account within five (5) minutes of completion of transmission 99.5% of the time during any thirty (30) day period. Routing includes delivery by email, API services, or viewable in the Documo web interface. Documo shall provide fax tone on any Documo fax number 99.9% of the time (with respect to ported numbers: this is only applicable to numbers that have been confirmed as ported successfully onto a Documo-managed circuit).
Outbound Service Levels. Documo will provide delivery of fax documents to any fax G3 device on the PSTN or directly on Documo’s service. Documo will dial the intended recipient's fax number within five (5) minutes of receiving the document 99.5% of the time in any thirty (30) day period and within fifteen (15) minutes of receiving the document 99.8% of the time in any thirty (30) day period.
Core Fax Component uptime - Documo’s core fax services which include fax drivers, rendering engines, email gateway, API services and other core components necessary for the sending and receiving of fax transmissions will be available no less than 99.8% of the time in any thirty (30) day period.
Availability and Response Times
Service Hours - Documo has support available by phone, live chat, and email during the normal business hours of Monday through Friday, 9:00am to 5:00pm Pacific Standard Time, excluding nationally recognized holidays. During business hours, we will respond to support requests within one (1) hour. Outside of business hours, our support ticketing system is monitored 24 hours a day and our target response time is varies by level of severity.
Severity Level Definition and Response times outside of normal business hours
Severity 1 (2 hours) - errors that result in an emergency condition that causes critical impact to the end user’s schedule, causes a major serious security breach, or make the performance of core features impossible or impractical to complete.
Severity 2 (4 hours) - errors that significantly impact the end user’s schedule, cause a minor security breach or make the performance or core features difficult to execute without a temporary workaround or inconvenience.
Severity 3 (within 2 hours of the start of the next business day) - errors that are not production critical and system performance can be continued without difficulty or loss of data by easy circumvention or avoidance by the end-user.