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Help & Support

Admin Charges

Out of Hours per hour support charge£210For support issues raised via the 24/7 emergency support line or email, for action outside of our core working hours
Special configuration for Hosted VoIP£125For non-standard special configuration. Per implementation/request.
Hosted VoIP domain rename£35For rebuilding a Hosted VoIP domain with new hostname. ie to
CLI control enable£10Allow customer to pass own CLI. CLI agreement must be in possession of SureVoIP and satisfactory.
DDI block of 10£10One-off charge of DDI block allocation with clean block. Only if SureVoIP provided.
Direct Debit failure£10Direct Debit collection failed / rejected by bank
Direct Debit re-instatement£10Re-instate a cancelled Direct Debit mandate
Re-enable account£50When account is suspended due to underpayment and account is to be re-instated.
Move Number£20Moving number between accounts.
International Number Re-enable£20When international number disabled for whatever reason (no payment or cancel request) and customer requires re-activation within two weeks.
Refund due to overpayment£10Refund of overpayment when invoice paid by BACS AND collected via Direct Debit after at least two warnings that this is being done.
Complex billing£45Monthly charge for any custom or complex billing requirements.
Mid-order cancellation£50If an order is cancelled before final provisioning for a valid reason (valid at our discretion), otherwise normal termination clauses and charges apply
Trade Reference request£45One-off charge per trade reference
Account Change Request£10One-off charge to re-assign or adjust an account extension number, direct dial etc.
Ad-hoc Support£105

One-off charge for support requests.

Unauthorised Returns Charge£10Admin charge per item where goods are returned without prior authorisation. This will be in addition to the delivery charge.
API Development£125Per hour charge for custom SureVoIP API development
Bulk Archived Call Recording Retrieval£210For retrieval of Archived Call Recordings held with us per implementation/ request.
Phone Management Adoption£20Charged per phone to provision remotely when a customer brings existing hardware. Adoption fee is chargeable even if the adoption proves unsuccessful. Requires confirmation by our Technical Team.

(All prices are excluding VAT)


If you have any questions or concerns please contact us.