DIYTel Customer Agreement
Last Updated: June 18, 2025
Effective Date: June 18, 2025
Agreement Overview
By creating an account and purchasing services from DIYTel, you ("Customer") agree to be bound by this Customer Agreement and all referenced policies. This agreement governs your use of DIYTel's cloud-based telecommunications and web services.
DIYTel Contact Information:
- Phone: +1 604-635-0700
- Support: telecom-support@diytel.ca
- Address: A-33771 George Ferguson Way, #329, Abbotsford, BC V2S 2M5, Canada
Services and Pricing
Services Included
Your DIYTel subscription includes:
- Cloud PBX: Professional phone system with advanced features
- Website Builder: AI-powered website creation and hosting via Sitejet
- Email Hosting: Professional email accounts and management
- Domain Services: Domain registration and management (when selected)
- Customer Support: Technical support during business hours (6 AM - 6 PM PT)
Service Activation
- Website & Email: Activated instantly upon account creation
- PBX Phone System: Created each weekday morning between 6:00-8:00 AM Pacific Time for all signups from the previous 24 hours. Exclusive of BC holidays.
- Activation Confirmation: Email notification sent when PBX is ready
Pricing and Billing
- All prices in Canadian dollars (CAD)
- Monthly billing in advance via automatic renewal
- Payment due within 30 days of invoice date
- Late payment charge: 2% per month (26.8% annually)
- $25 fee for dishonored payments
- Service suspension after 5 days of failed payments
Account Requirements
Eligibility
- Must be 18+ years old and legally able to enter contracts
- Business customers must have authority to bind organization
- Accurate account information required
- One account per customer/business entity
Account Security
- You are responsible for maintaining account security
- Protect login credentials and account access
- Notify us immediately of any unauthorized access
- Regular password updates recommended
Service Commitments
Uptime Guarantee
- 99.9% monthly uptime commitment for Cloud PBX services
- Service credits available for verified outages
- Planned maintenance excluded (48-hour notice provided)
Support Standards
- Business hours: Monday-Friday, 6 AM - 6 PM PT
- Response time: Under 10 minutes during business hours
- 24/7 emergency support for critical issues
- 95% first-contact resolution rate target
Usage Requirements
Acceptable Use
Services must be used for legitimate business purposes only. Prohibited activities include:
- Illegal activities or content
- Spam or unsolicited bulk communications
- Harassment or abusive behavior
- Circumventing security measures
- Reselling services without authorization
Emergency Services (911)
- 911 service available but not guaranteed
- You must provide accurate location information
- DIYTel not liable for 911 service failures
- Maintain alternative emergency contact methods
Data and Privacy
Your Data
- You retain ownership of all your data and content
- We process data only as necessary to provide services
- End-to-end AES encryption for voice communications
- Detailed privacy practices outlined in our Privacy Policy
Data Security
- Secure data centers with redundant systems
- Daily backups with offsite storage
- Recovery time objective: Under 3 minutes
- Regular security audits and updates
Payment Terms
Payment Methods
- Credit card (automatic monthly billing)
- Cheque or money order
- Wire transfer or EFT
- Payment processing via WHMCS system
Billing Disputes
- Report billing disputes within 30 days of invoice
- Detailed investigation and response provided
- Account credits issued for verified billing errors
- Right to appeal billing decisions
Service Changes and Cancellation
Service Modifications
- Add or remove users anytime
- Upgrade or downgrade service plans
- Configuration changes during business hours
- Pro-rated billing for mid-cycle changes
Cancellation
- Cancel anytime with 24 hours' notice before next billing cycle
- No early termination fees for monthly services
- Service continues until end of paid period
- Data export available for 30 days after cancellation
Limitation of Liability
Service Limitations
- Services provided "as is" with stated commitments
- Not liable for third-party service interruptions
- Maximum liability limited to fees paid in preceding 12 months
- No liability for indirect or consequential damages
Force Majeure
- Not liable for circumstances beyond reasonable control
- Includes natural disasters, government actions, infrastructure failures
- Service credits may be available for extended outages
Dispute Resolution
Governing Law
- Governed by laws of British Columbia, Canada
- Disputes resolved in British Columbia courts
- Canadian telecommunications regulations apply
- Claims must be brought within one year
Resolution Process
- Initial contact with customer service required
- Escalation procedures available
- Management review for unresolved issues
- External mediation options available
Referenced Policies
This Customer Agreement incorporates by reference:
- Privacy Policy: How we collect, use, and protect your information
- Acceptable Use Policy: Detailed guidelines for service usage
- Service Level Agreement: Specific performance commitments and remedies
- Refund Policy: Cancellation and refund procedures
- Customer Service Policy: Support standards and procedures
All referenced policies are available at https://diytel.ca/legal/ and are considered part of this agreement.
Agreement Updates
Policy Changes
- 30-day notice for material changes
- Email notification to active customers
- Continued use constitutes acceptance
- Right to cancel if you disagree with changes
Service Improvements
- Immediate implementation of customer-favorable changes
- Regular service enhancements and new features
- No advance notice required for improvements
Contact Information
Customer Service:
- Email: telecom-support@diytel.ca
- Phone: +1 604-635-0700
- Hours: Monday-Friday, 6 AM - 6 PM PT
Billing and Account Management:
- Email: billing@diytel.ca
- Phone: +1 604-635-0700
Emergency Support:
- Phone: +1 604-635-0700 (24/7 for critical issues)
- Email: emergency@diytel.ca
---
Acceptance
By checking the agreement box and completing your purchase, you acknowledge that you have read, understood, and agree to be bound by this Customer Agreement and all referenced policies.
You confirm that:
- You have authority to enter this agreement
- All information provided is accurate and current
- You understand the services being purchased
- You agree to the pricing and billing terms
- You will use services in accordance with our policies
Questions? Contact us at +1 604-635-0700 or telecom-support@diytel.ca before completing your purchase.
---
This Customer Agreement is specifically designed for the checkout process and incorporates all essential terms while referencing detailed policies for comprehensive coverage.
