Document Last Modified: March 9, 2026
Intulse endeavors to provide outstanding products and services to our clients. By accepting this Unified Communications Service Agreement ("Service Agreement"), you represent to Intulse, Ltd. ("Intulse") that you understand the products and services we provide, and you deem them suitable for your organization.
Intulse's Master Service Agreement ("MSA"), is incorporated by reference. By accepting this Service Agreement, you confirm that you have reviewed and agree to be bound by the then-current incorporated agreement.
The products and services provided by Intulse (the "Services") are defined in our MSA. This Service Agreement pertains only to Intulse's UCaaS services.
Intulse is not responsible for supporting hardware, software, networking, or technology that Intulse did not deliver, even if such malfunction interferes with your use of the Services. Intulse may deliver its Services with hardware or software provided by third party vendors and all relevant support or warranty for that hardware or software is solely obtained from those vendors.
The Intulse support team can be contacted via the Intulse Account Center, email, and/or phone for support for our Services from Monday-Friday from 9 a.m. to 8 p.m. eastern time excluding holidays and special events. Intulse does offer 24-hour emergency support via a voice message system. Your use of this emergency support for anything other than a service outage may be subject to a surcharge of $300 billable to you at Intulse's sole discretion.
Intulse strives to respond to all requests for support within 8 business hours.
This Service Agreement includes a guarantee of service availability commonly referred to as a service level agreement ("SLA"). Intulse will provide and maintain the Services described in this Service Agreement such that they are available 99.9% of the time.
This guarantee of service availability does not apply when:
Uptime is measured using Intulse's automated systems, over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 30-day month contains 43,200 minutes).
Upon client request, uptime for a month will be evaluated and if and if the Services were unavailable for less than 99.9% of the month, a partial credit (not refund) equivalent to the percentage of downtime above the amount allowed by this guarantee of service availability. This means that your bill the following month will be reduced.
Uptime penalties in any month are capped at 50% of the total amount invoiced to the client monthly.
Uptime measurements exclude periods of routine maintenance.
The Initial Term of this Service Agreement is one (1) month from the date of acceptance unless otherwise specified in an order submitted on the Sales Website. It will automatically renew for one (1) month terms thereafter, until either party gives written notice to terminate the Agreement in accordance with the "Termination of Service" section of the MSA. Nothing in this Service Agreement shall be deemed as contradictory to this paragraph.
During the Initial Term of this Service Agreement you may not reduce your monthly billing below what was specified in your order submitted on the Sales Website.
If you, at any time during your service subscription, received any hardware (e.g. phones) from Intulse you are required to have paid for, or pay the remainder of the total number of contracted payments for each device. For example, if you purchased a phone for 36 contracted monthly payments and you have made 30 payments and wished to terminate your service you must pay the total of the remaining 6 payments. Nothing in this Service Agreement shall be deemed as contradictory to this paragraph.
You agree to be billed for any services or products provided by Intulse. Services and products will be provided and billed according to:
You agree to be billed for products and Service provided by Intulse regardless of whether or not you have completed the setup of those products and Services or used those products and Services.
You agree to be billed for sending text messages using the Bulk Messaging tool in the Intulse App or the Intulse API.
You agree to be billed for storage of call recordings.
You agree to be billed for international calling.
You agree to be billed for any fraudulent use of Intulse's Services occurring on your account.
Billing is for future periods unless otherwise noted on your invoice. An example notable exception would be text messaaging fees.
If there are any current or future applicable taxes for the Service or products purchased from Intulse, you are required to pay them. If Intulse pays the taxes for you, then you are required to reimburse Intulse.
Intulse, upon 30 days notice, may introduce new fees or charges. Institution of such fees will apply to all invoices generated after the effective date of the change.
Intulse, upon 30 days notice, may increase existing fees.
You agree to be billed a finance charge of 1% per day of any unpaid balance, or the maximum amount allowed by law, whichever is greater, on accounts with past due balances over 10 days old.
You agree to make prompt payment(s) by credit card or direct debit (unless otherwise agreed upon in writing). All sales are final and no refunds of any type are available.
Payments will be applied first to any accrued finance charges and then to the principal unpaid balance. Any attorney fees, court costs, or other costs incurred in collection of delinquent accounts must be paid by you.
If payment of invoices is not current, then Intulse may suspend your Service without notice.