Customer Terms & Conditions

These Terms and Conditions govern the provision of telecommunications and related services by:

Éirconnect Communications Ltd
Trading as éirconnect

(“éirconnect”, “we”, “us”, “our”)

to the Customer (“Customer”, “you”, “your”).

By signing an Order Form, Proposal, Service Agreement, Electronic Acceptance or by using the Services, the Customer agrees to be bound by these Terms.

1. Definitions

Agreement means these Terms together with any Order Form, Proposal, Service Schedule, SLA or associated documentation.

Customer Equipment means equipment owned by the Customer.

Services means telecommunications services supplied by éirconnect including:

• Hosted VoIP Services
• Business Broadband Services
• Mobile Services
• Connectivity Services
• Managed Network Services
• Cloud Communications Services
• Equipment Supply
• Installation Services

Minimum Term means the initial contract period stated on the Order Form.

Service Commencement Date means the date Services become active.

2. Services

2.1 éirconnect shall provide the Services described in the applicable Order Form.

2.2 Services may be delivered directly or through approved wholesale partners and network operators.

2.3 Service availability may depend on:

• Location
• Infrastructure
• Third-party networks
• Technical feasibility

2.4 We reserve the right to modify network infrastructure where necessary to maintain or improve Services.

3. Contract Term

3.1 The Agreement commences on the Service Commencement Date.

3.2 Unless otherwise specified, the Minimum Term shall be:

• 36 months for telecommunications services; or
• As stated on the applicable Order Form.

3.3 Following expiry of the Minimum Term, the Agreement shall continue on a rolling monthly basis unless terminated in accordance with these Terms.

4. Customer Responsibilities

The Customer shall:

• Provide accurate information.
• Maintain suitable electrical and network infrastructure.
• Ensure lawful use of Services.
• Keep login credentials secure.
• Provide access for installation and maintenance.
• Comply with all applicable laws and regulations.

The Customer shall not:

• Use Services for fraudulent purposes.
• Engage in unlawful telecommunications activity.
• Interfere with network operations.
• Resell Services without written consent.

5. Equipment

5.1 Equipment supplied under rental, lease or service-inclusive agreements remains the property of éirconnect unless otherwise agreed.

5.2 Equipment purchased outright becomes Customer property upon full payment.

5.3 Customers are responsible for protecting equipment against:

• Loss
• Theft
• Misuse
• Damage

5.4 Damaged or unreturned equipment may be charged at replacement cost.

6. Installation

6.1 Installation dates are estimates only.

6.2 Delays caused by third-party providers shall not constitute breach of contract.

6.3 The Customer shall provide reasonable site access and cooperation.

7. Hosted VoIP Services

7.1 Hosted VoIP services require:

• Suitable internet connectivity
• Electrical power
• Compatible equipment

7.2 Service quality may be affected by factors outside our control including:

• Customer network configuration
• Internet outages
• Third-party infrastructure failures

7.3 Customers acknowledge that VoIP services may not operate during:

• Broadband failures
• Power outages
• Network disruptions

unless suitable resilience solutions are implemented.

8. Emergency Calling

8.1 While emergency calls to 112 and 999 are supported where technically available, the Customer acknowledges that VoIP services may not function during:

• Internet outages
• Power failures
• Network interruptions

8.2 Customers should maintain alternative means of contacting emergency services where business continuity is critical.

8.3 éirconnect accepts no liability for inability to access emergency services arising from circumstances outside its reasonable control.

9. Number Porting

9.1 éirconnect shall use reasonable efforts to facilitate number porting.

9.2 Porting dates cannot be guaranteed.

9.3 Customers remain responsible for maintaining existing services until successful completion of the port.

9.4 éirconnect shall not be liable for delays caused by the losing provider.

10. Mobile Services

10.1 Mobile services are subject to network coverage and availability.

10.2 Fair usage policies imposed by network operators may apply.

10.3 International roaming availability is subject to operator restrictions.

10.4 SIM cards remain property of the issuing network where applicable.

11. Broadband Services

11.1 Broadband speeds are subject to:

• Network conditions
• Infrastructure limitations
• Customer equipment
• External factors

11.2 Advertised speeds are maximum attainable speeds and are not guaranteed.

11.3 Broadband services may require third-party installation works.

12. Charges

12.1 The Customer shall pay all charges specified within the Order Form.

12.2 Charges may include:

• Monthly recurring charges
• Installation fees
• Call charges
• Equipment charges
• Professional services

12.3 All charges are exclusive of VAT unless stated otherwise.

13. Billing

13.1 Services shall be billed monthly in advance unless otherwise stated.

13.2 Usage-based charges may be billed in arrears.

13.3 Bills shall be deemed accepted unless disputed within 30 days.

14. Direct Debit and Payment

14.1 Customers shall maintain a valid payment method throughout the Agreement.

14.2 Failure to maintain payment arrangements may result in suspension.

14.3 Late payment interest may be charged in accordance with Irish legislation.

15. Service Suspension

éirconnect may suspend Services where:

• Payments remain overdue;
• Fraud is suspected;
• Security risks exist;
• Legal obligations require suspension.

Suspension shall not affect liability for outstanding charges.

16. Early Termination

16.1 If the Customer terminates before expiry of the Minimum Term, éirconnect may charge:

• Remaining monthly service charges;
• Outstanding equipment costs;
• Third-party cancellation charges.

16.2 Such charges represent a genuine pre-estimate of loss.

17. Termination

Either party may terminate immediately if:

• The other commits a material breach;
• Insolvency occurs;
• Fraudulent activity is identified.

Termination shall not affect accrued rights or outstanding charges.

18. Service Levels

18.1 Service targets may be specified within separate SLA documentation.

18.2 Unless expressly agreed, service levels are provided on a reasonable endeavours basis.

18.3 Planned maintenance may occur outside business hours.

19. Complaints

Customers may submit complaints via:

• Email: complaints@eirconnect.ie
• Telephone: 01 964 9999

éirconnect shall seek to resolve complaints promptly and fairly.

20. ComReg Dispute Resolution

Where applicable, unresolved disputes may be referred to:

Commission for Communications Regulation (ComReg)

ComReg may investigate complaints within its regulatory remit.

Nothing within these Terms affects statutory rights available under Irish law.

21. Data Protection

21.1 éirconnect processes personal data in accordance with:

• GDPR
• Data Protection Act 2018
• Applicable Irish legislation

21.2 Customers warrant that they have appropriate legal bases for any personal data processed through the Services.

22. Call Recording

Where call recording services are enabled:

• Customers are solely responsible for compliance with applicable privacy laws.
• Customers must obtain any required notifications or consents.

éirconnect accepts no responsibility for unlawful use of recording functionality.

23. Limitation of Liability

To the maximum extent permitted by law, éirconnect shall not be liable for:

• Indirect losses
• Consequential losses
• Loss of revenue
• Loss of profits
• Loss of contracts
• Loss of business opportunities
• Loss of goodwill
• Loss of data

éirconnect’s aggregate liability shall not exceed the total charges paid by the Customer during the preceding 12 months.

Nothing excludes liability for:

• Death or personal injury caused by negligence;
• Fraud;
• Liability which cannot be excluded by law.

24. Force Majeure

Neither party shall be liable for failure caused by events beyond reasonable control including:

• Natural disasters
• Utility failures
• Cyber attacks
• Government action
• Industrial disputes
• Wholesale carrier outages

25. Assignment

éirconnect may assign or transfer its rights and obligations under this Agreement.

The Customer may not assign the Agreement without prior written consent.

26. Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior discussions and representations.

27. Governing Law

This Agreement shall be governed by the laws of Ireland.

The Courts of Ireland shall have exclusive jurisdiction in relation to any dispute arising under these Terms.

28. Contact Details

Éirconnect Communications Ltd
Trading as éirconnect

• Telephone: 01 964 9999
• Website: eirconnect.ie