Terms and Conditions

Terms and Conditions of Service

This Service Level Agreement (SLA) defines the terms and commitments concerning service expectations between CONNECT3 and the Customer.

General

CONNECT3 is dedicated to maintaining the overall quality of your network and system. Our service quality will meet industry standards, government regulations, and the best practices typical of other carriers. The Service Level Agreement (SLA) excludes call quality for events outside CONNECT3's voice and data network or for customer-supplied systems and hardware.

Changes to the S/D Agreement

The Service Level Agreement (SLA) may only be altered by CONNECT3 and may change at any time. Modifications become effective once they are published on the CONNECT3 website.

‎Description of the Service

CONNECT3's VoIP telephony solution is built on a highly available platform, providing both cloud-based and on-premises services. This setup enables the deployment of solutions that can operate independently or integrate with other services and systems as needed. Based on business requirements, customers may have local equipment according to the contracted facilities. Additionally, redundant capabilities are available for an additional fee to enhance protection against service interruptions at a specific location.

‎This Agreement covers the following services:‎

• Live phone support
• Monitored email support‎
• Remote support is accessible via Remote Desktop and a virtual private network, whenever feasible.
• On-site assistance is available for both planned and emergency situations (additional fees may apply).

Service Availability Guarantee

The Connect3 service downtime begins when Connect3 Support receives a support ticket, email, or phone call and ends when the service is back to operational status.

Contact

Customers have the option to submit a support ticket through the phone or email details available on the CONNECT3 website. Additionally, they can visit our support site at https://support.gotoconnect3.com.

Standard Support‎

Standard support includes handling non-urgent updates via phone or email. Available Monday to Friday, 9:00 a.m. to 7:00 p.m. EST, calls outside these hours will be forwarded to a mobile phone. Efforts will be made to respond promptly, but immediate action is not guaranteed until the next business day. Emails sent after hours will be received but addressed the following business day.

‎CONNECT3 will respond to service-related incidents and/or customer requests within the target response times outlined below:

• High-priority matters should be addressed within eight business hours.
• Issues categorized as Medium will be resolved within two business days.
• Issues categorized as Low will be resolved within five (5) business days.
• "Business Day" refers to the regular working days in the U.S., excluding U.S. federal holidays.
• "Business Hours" are defined as the period from 9:00 a.m. to 7:00 p.m. Eastern Standard Time, from Monday to Friday, excluding holidays.

‎Severity Level (Priority)‎

High: An urgent issue is drastically affecting customer use of the CONNECT3 network, making it completely non-functional; the client's system is down or experiencing significant malfunctions, including data loss and security breaches.

Medium:‎‎ Despite potential disruptions in the client's operations due to CONNECT3 network issues, maintaining productivity and essential business activities is still feasible.

Low:‎‎ General inquiries; adjustments or modifications to Customer's settings; suggestions and requests for future product enhancements; billing concerns. There is no effect on the quality, performance, or functionality of the CONNECT3 network.

The target response time is the period within which CONNECT3 will first respond to a customer support request. It does not specify when an incident will be resolved. The initial response may include questions to clarify the incident or gather details about its cause. CONNECT3 may not begin resolving the incident until the customer provides the requested additional information.

When reporting an incident, the Customer must provide CONNECT3 with a clear and detailed description of the incident, including all relevant information and specifications of the hardware and software involved. If the Customer cannot provide data or information to replicate the incident, CONNECT3 may be unable to resolve the issue. However, CONNECT3 will remain available to work with the Customer and will strive to help create a test case that could potentially replicate the incident.

‎During incident analysis, CONNECT3 might identify a potential workaround. A "solution" is an alternative method to use the CONNECT3 network that either prevents the incident or reduces its impact, without causing significant inconvenience or additional costs for the Customer, and without notably diminishing the network's functionality. If such a solution is found, the Customer is expected to implement it, and CONNECT3 reserves the right to adjust the priority or original timeline at its discretion.

On-site support is provided only as outlined in the customer's sales agreement. Help for issues outside CONNECT3's responsibilities may be available at the current published rates.

‎Support During a System Outage

Support for a CONNECT3 system outage is available 24/7, year-round, with a guaranteed initial response within four hours of submitting a ticket. Phone support may be unavailable during an outage, and timeouts might be longer than usual. For updates, check the CONNECT3 website.

Managed Services‎

‎CONNECT3's services are solely for the hardware or software that the Customer has contracted. This includes the monitoring, maintenance, and repair of software and hardware provided by CONNECT3. However, it excludes the monitoring, maintenance, and repair of the Customer's own software and hardware unless these services are specifically contracted.

‎Cloud Services

If a cloud server hosting a CLIENT PBX or SIP trunk fails, an on-premises server can typically restore the service within twenty minutes. In the event of a complete equipment failure at a placement facility, or if a critical service provided by the placement provider becomes unavailable, the service is usually restored on an alternate system in a different geographic location within four hours.

‎Third-party vendor products and services are typically licensed separately by the suppliers. During a system-wide failure that causes a geo-failover, these products may be unavailable for use until the outage is resolved.

During a system outage that initiates a geo-failover, some information, such as voicemail and call recordings, might become unavailable.

On Site Hardware

In case of hardware failure at a customer's location, CONNECT3 will send replacement equipment within ten business days. The faulty hardware is covered by the manufacturer's warranty or the customer's contract terms. CONNECT3 does not keep replacement hardware in stock and may replace it with different models or software, possibly from another manufacturer.

CONNECT3 provides on-site support for system failures when separately contracted by the Customer. Additionally, for equipment that is out-of-service or out-of-warranty, CONNECT3 offers on-site installation support at the current published rates.

Third Party Software and Services

Certain CONNECT3 services, such as public switched network (PSTN) connections, are provided by external vendors. CONNECT3 is not responsible for any outages caused by failures in these third-party systems. CONNECT3's involvement may be restricted to reporting customer information to the Seller.

CONNECT3 offers a variety of software and services. If a service issue arises with these products, support can only be provided when available from the third-party provider. CONNECT3's Standard S/O Agreement does not include support for third-party hardware, software, or services.

‎Customer-Provided Infrastructure

The performance of the CONNECT3 service depends on the infrastructure provided by the Customer, including Internet connectivity, hardware, software, and facility wiring. CONNECT3 is not responsible for, nor can it fix, disruptions caused by the Customer's equipment or service failures. Furthermore, CONNECT3 is not liable for service interruptions due to network components outside its control. The Customer is fully responsible for maintaining, operating, and supporting their own equipment and any third-party products or services, such as the Internet connection. CONNECT3 may offer support services for the Customer's infrastructure at current rates, at its sole discretion.

Customer Support‎

The customer is required to offer the support from their staff that CONNECT3 deems reasonably necessary to address a system issue. CONNECT3 cannot resolve certain system problems without the customer's assistance and will not be held liable for any breach of this agreement.

The customer is responsible for:

• Outstanding "Triage" for User and Service Incidents.
• Simple replacement and setup of faulty desktop phones and similar computers.
• Replacing and configuring hardware like a PBX, router, switch, bridge, or gateway are crucial tasks.
• Support and maintenance for telephone accessories.
• Managing the resolution of issues within customer-owned data network services that affect system-to-WAN connectivity.
• Outstanding user support is provided for operating desktop phone functions and functional apps, including guidance on button layouts and basic operation instructions.

‎Utility

Customers must guarantee that CONNECT3 service personnel have quick and secure access to the facilities and equipment.

Customer-Provided Equipment and Services‎

Third-party hardware and software, such as servers, phones, and networking equipment, include manufacturer warranties against defects. CONNECT3 is not responsible for any defects that originate from the equipment or services provided by the Customer.

Credits‎

A credit will be issued for each client user impacted for over 60 minutes by disruptions in Connect3 hosted PBX voice service affecting incoming or outgoing calls due to network elements directly controlled by Connect3.

‎Credit for Total Service Unavailability Time:

• 1.5 days / 30 - 59 minutes
• 3 days / 60 minutes to 23 hours + 59 minutes‎
• 7 days / 24 hours +

Exclusions‎

Credit balances will not be provided in the situations described below. CONNECT3 is not responsible for service interruptions caused by the following:

• Planned network outages‎.
• ‎Acts, omissions, and delays caused by the Customer, as well as installation needs that exceed the Service Level Agreement (SLA) activation period, are taken into account.
• The performance and functionality of a customer's equipment, installations, or applications.
• Unforeseeable events and other situations outside the reasonable control of CONNECT3.
• Unsuitability of the assigned telephone service for an ADSL connection.

The service guarantee obligations of CONNECT3 do not apply to:

• Equipment, software, or network failures are not included in the contracted services or covered by the CONNECT3 Service and Equipment.
• External factors may disrupt the functionality of CONNECT3 services or equipment.
• Problems arising from customer behavior or lack of action.
• Problems related to third-party computers not set up by CONNECT3.
• Problems caused by unauthorized individuals removing CONNECT3 equipment.

Network unavailability does not include any downtime resulting from:

• Planned network outages‎.
• Customer acts or omissions‎.
• Acts of God and any other circumstances beyond the reasonable control of CONNECT3.
• ‎Faults Associated with Customer Equipment or Software.
• Damage from external factors like vandalism or theft can have substantial effects.
• Power outage at the customer's location.
• Customer Premises Equipment (CPE) or other hardware failures.
• CONNECT3 is not responsible for failures caused by equipment, systems, connections, or services not provided by CONNECT3, including interruptions by the customer's Internet service provider.
• ‎Issues arising from circumstances or causes beyond CONNECT3's reasonable control.
• Problems might arise whenever CONNECT3 does not have full and unrestricted access to the Customer's facilities and equipment to investigate and resolve service interruptions.
• Problems stemming from the actions or inactions of the Customer, their employees, contractors, agents, or users.
• The issue involves a customer's violation of the CONNECT3 Terms of Service, including the payment terms.
• Local computer problems that adversely impact CONNECT3 voice services.
• Equipment, systems, connections, or services failing that are not provided or controlled by CONNECT3.
• Force majeure events.
• Circumstances or causes that are beyond CONNECT3's reasonable control.
• Issues that occur when CONNECT3 lacks complete and unrestricted access to all necessary equipment to resolve a situation.
• If the client fails to grant CONNECT3 remote and/or on-site access to the CPE upon request, including router login credentials and passwords.
• Customers utilizing CONNECT3's Service in an unauthorized or illegal manner.
• Inadequate or unapproved local network configurations can impact the CONNECT3 voice service.

Credit Balance and Payment Process

After a confirmed incident, CONNECT3 will provide credits over three billing cycles. No alternative remedies or compensation will be available. Credits are based on the customer's average usage rate, and the total amount will not exceed the average usage rate for that billing period. Only customers in good financial standing who comply with the CONNECT3 Terms of Service are eligible for credits. Customers must fully cooperate with the CONNECT3 Support Team during any investigation; failure to do so will lead to the denial of all credit claims and the nullification of any performance guarantees.

Resellers

Services obtained via a CONNECT3 reseller or agent are the exclusive responsibility of that reseller or agent. CONNECT3 may provide standard or emergency services at the current rates posted on its website.

Network Maintenance

Routine network maintenance is planned to enhance the CONNECT3 voice and data network, including servers providing services to customers. This may occur anytime within our designated window, from 12:00 a.m. to 7:00 a.m. (America/Puerto_Rico). System issues resulting from this maintenance are not eligible for service credits as per this SLA.

Guarantees and Remedies

Unless explicitly stated in this SLA, all products, software, maintenance, and services are provided "as is," and CONNECT3 expressly disclaims any implied warranties to the fullest extent permitted by law. This includes, but is not limited to, any warranties of merchantability, fitness for a particular purpose, satisfactory quality, or other implied warranties under the law of any jurisdiction where software, hardware, materials, or services are supplied or provided under this agreement. No representation or warranty not explicitly included in this SLA shall be enforceable. Additionally, CONNECT3 does not guarantee that any software, hardware, materials, or services provided under this agreement will operate without interruption or be error-free.

The credit allocations and non-financial compensations described in this Service Level Agreement (SLA) are the Customer's sole remedy for any service interruption in the hosted PBX Voice Services, as well as for any interruption, unavailability, delay, or other degradation of the Services, or for any failure of CONNECT3 to meet the objectives of the Services.

Any representation or written warranty not specifically included in this Agreement is not defined.

This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Puerto Rico, excluding its conflict of law principles and the United Nations Convention on Contracts for the International Sale of Goods. Any disputes arising from this Agreement shall be exclusively resolved in the state or federal courts located in Mayaguez, Puerto Rico.

911 and its Service Availability Policy‎‎‎‎‎‎

Connect3 adheres to FCC regulations to provide 911 service and maintains direct connections with local public safety answering points (PSAP) to route 911 calls. However, we advise that Connect3 Services, as detailed in the End User License Agreement and Terms of Service, differ from traditional telephone company services. This includes differences in handling 911 calls. Key differences are outlined below, but for a complete understanding, please review section 18 of the End User License Agreement and the Emergency Services-Related Terms of Service (dial 911). 

Service Limitations

Connect3 Services may become unavailable if a customer faces a power outage, a disrupted broadband Internet connection, or issues connecting to the Connect3 platform due to network obstructions, like ports blocked by their internet service provider. Additionally, Connect3 911 Dialing and other services might be inaccessible from certain phones or devices if they are improperly configured or malfunctioning. The Services do not support auto-dial features commonly used by security systems, medical monitoring devices, TTY equipment, and similar technologies. Therefore, customers should not rely on the Services for these functionalities.

 E911

Enhanced 911 service, or "E911," is an advanced system that automatically sends location and callback information to emergency responders at a dispatch center. This automatic data transmission helps responders and enables callbacks if a 911 call is cut off. The E911 system provides automatic location information ("ALI") and automatic number identification ("ANI").

To guarantee E911 service functionality, Connect3 requires clients to register a physical address for each calling device within their PBX system. Clients must provide an accurate physical address for every device and update this information if any device's location changes. Customers can report changes to the 911 address or Connect3 Service Availability Policy via phone at 787-986-7323 or by email at support@gotoconnect3.com.

When a client provides the device's address details, there may be a delay before AUTOMATIC ALI/ANI forwarding is activated. Connect3 will notify the client once the AUTOMATIC ALI/ANI forwarding is functional. 

A device's registered address is the only method for directing an E911 call to the appropriate response center. Therefore, if a client provides incorrect ALI/ANI information, the routing of E911 calls might be affected. If the designated E911 response center is unavailable, calls may be rerouted to an alternative 911 center. 

Certain 911 response centers are unable to receive ALI/ANI data. When an E911 call is directed to such a center, the caller must verbally provide their location and callback information. 

Like the general Connect3 911 Dial-up, the E911 service will not function if the Services are down and will be inaccessible from a device if the Services cannot be accessed from it. The terms of service are detailed in the End User License Agreement and Terms of Service. 

End User License Agreement

Before installing or using any CONNECT3 software or service, please carefully review the End User License Agreement and the Terms of Service ("Terms and Conditions"). Here are some important highlights:

• These Terms and Conditions are a crucial component of the agreement ("Agreement") between CONNECT3, Inc., a limited liability corporation established under the laws of the Commonwealth of Puerto Rico ("CONNECT3"), and the customer ("Customer" or "You") using CONNECT3 services. All services or products provided by CONNECT3 (collectively, "Services") to the Customer are governed by these terms and conditions. By ordering, purchasing, or using the Services, YOU AGREE TO BE LEGALLY BOUND BY THESE TERMS AND CONDITIONS. IT IS IMPORTANT THAT YOU READ THESE TERMS AND CONDITIONS CAREFULLY. They outline the legal responsibilities between the Customer and CONNECT3, including but not limited to (1) enforcing MANDATORY ARBITRATION OF DISPUTES; (2) imposing an EARLY TERMINATION FEE and a DISCONNECT FEE; and (3) limiting CONNECT3'S LIABILITY UNDER THE AGREEMENT.
• Software application products ("Applications") are not intended or suitable for accessing emergency services. Traditional telephone services and applications differ significantly. It is your responsibility to independently secure traditional wireless or landline telephone services that provide access to emergency services. Applications should not replace your primary telephone service.

If you do not agree to the terms of this agreement, please avoid downloading, installing, or using any Connect3 software applications or services, including the Connect3 website. 

By downloading, installing, or using any Connect3 software application or service, you agree to this agreement. You confirm that you are of legal age in your place of residence, an emancipated minor, or have parental or guardian consent, and that you are fully capable of accepting the terms, conditions, obligations, affirmations, and warranties in this agreement.

You acknowledge that 911 service is only available through Connect3 IP desk phones and SIP trunking services. You also recognize that 911 service is not provided or accessible through other Connect3 software applications and services, including certain softphones. 

If you use other CONNECT3 software applications or services, or if your phone doesn't support E911, you should set up alternative ways to make 911 calls, such as using a traditional cell phone or landline, and ensure you can reach 911.

Please be aware that the Connect3 mobile app requires your device's dialer, cellular service, or Wi-Fi connection to make 911 calls. Without cellular service or a Wi-Fi connection, you won't be able to use the Connect3 mobile app for 911 calls.  

Connect3 software applications and services are designed exclusively for general business use. They are not created, manufactured, or intended for use or resale as online control equipment in hazardous settings that demand fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or communication systems, air traffic control, direct life support machines, or weapons systems, where software failure could result in death, personal injury, or significant physical or environmental harm. Connect3 explicitly disclaims any warranty for high-risk activities.

This Agreement governs your use of the Services, including but not limited to Cloud PBX, Cloud ACD, SIP Trunking, the CONNECT3 website, and CONNECT3 software applications ("Applications"). By signing the service agreement, subscribing via the CONNECT3 website, using the Service, or downloading, installing, or using any Application, you, or the legal entity you represent ("You"), agree to be bound by this Agreement. If you are entering into this Agreement on behalf of a company, you affirm and warrant that you have the authority and competence to do so.

Definitions:

"Account Information" refers to the information supplied by the Customer in the Service Order, the CPNI Authorization Form, the LNP Form, and any other forms that CONNECT3 may periodically request. This encompasses, but is not limited to, telephone numbers, names, times, and other details.

"Affiliate" means any entity that now or in the future directly or indirectly controls, is controlled by, or is under common control with a party to this Agreement.

"Notice of Termination" refers to a written notification from CONNECT3 confirming that the requested service has been installed according to the Service Order, tested, and is functioning properly.

CPNI Form: The CPNI form contains customer proprietary network information as defined by the Federal Communications Commission under 47 U.S.C. § 222(h)(1).

"Customer Data" means any data, information, or materials of any type that the Customer has provided to CONNECT3 during the implementation or use of the Services.

"Documentation" includes user manuals and other materials related to the Services provided by CONNECT3 to customers. These resources are available in multiple formats, such as optical or magnetic media, online access, or printed copies.

The "Effective Date" is the date when the Service Order is executed, the services are downloaded, or the Service Start Date, whichever occurs first.

"Justified Interruption" means any disruption, unavailability, delay, or other service degradation due to scheduled maintenance (as detailed in Section 17), actions or inactions by the Customer or its end users, power supplied by the Customer or their equipment, or events beyond CONNECT3's control, as described in Section 25.

"Initial Payment" refers to the down payment specified in the Service Order, which includes activation fees, charges for Implementation Services, Equipment, shipping costs (if applicable), first month's Service Fees, and any associated taxes and fees.

LNP form. The LNP form contains the required details for transferring numbers between local carriers. Local Number Portability is established under Section 251(b)(2) of the Communications Act of 1934, as amended.

"Out-of-Network" refers to the service that starts or finishes in any location outside the CONNECT3 network.

The term "On the network" pertains to the Service that starts and concludes at a site within the CONNECT3 network.

"Service" refers to any offering described in a quote, proposal, or detailed on the CONNECT3 services website, and specified in a separate line item of a Service Order.

CONNECT3 will make commercially reasonable efforts to complete the installation and testing of the Product by the Service Start Date as specified in the Service Programs. Once CONNECT3's tests are successfully completed, the Customer will be given access to the Service. The Customer will then have up to three (3) days to perform any tests deemed reasonably necessary to verify that the Service meets the material specifications outlined in the corresponding service orders. If the Customer does not report any deficiencies within this period, the Service will be considered accepted. The "Service Start Date," which marks the beginning of the Term for any Service Order, will be the earliest of (i) the date when testing is complete and the Customer has accepted the Service, (ii) the date when, after reporting deficiencies, the Product meets the material specifications, or (iii) the date when the Customer begins using the Service.

"Service Fee" or "Service Fees" refers to the monthly or annual charges specified in the Service Order, which the Customer must pay CONNECT3 as compensation for providing Services to the Customer.

"Service Levels" refers to the specific remedies provided by CONNECT3 concerning the installation and performance of the Service, as outlined in the Service Level Agreement attached as Annex two.

A "Service Order" is a service request submitted by the customer using the form specified by CONNECT3, processed according to the information and instructions provided by the customer through telephone, fax, or electronic communication.

"Service Plan" denotes the subscription plan—monthly, annual, or extended—that a customer commits to in the Service Order.

"Service Term" denotes the duration, beginning on the Service Start Date, for which the Service is requested, as specified in the Service Order. The Initial Term of this Agreement begins on the Start Date and remains effective for the service period outlined in the Service Order. After the Initial Service Period concludes, the Service Period will automatically renew each year unless either party terminates it with thirty (30) days' written notice before the end of the current Service Period.

"Software" means any programs (and associated documentation) owned, licensed, or sublicensable by CONNECT3 under this Agreement. This encompasses software provided to the Customer as part of this Agreement or used in delivering the Services.

"Customer Acceptance" indicates that the products and services have been provided as specified in the Service Order and represents the Customer's consent to the terms and conditions of both this Agreement and the Service Order. Activating or using CONNECT3 services confirms acceptance of this Agreement's terms and conditions.

"Customer Locations" refers to the place(s) where the Customer is located and where the Service is delivered.

"Users" means an employee or contractor of the customer authorized to utilize the Services, with the total number of Users indicating the maximum number of personnel allowed to access the Services simultaneously.

Proposal for Products and Services

A proposal or order form from any company representative is not valid or binding on CONNECT3 until an authorized CONNECT3 official has properly accepted and executed it.

Products and Services

• Upon accepting this Agreement, CONNECT3 will provide the Customer with a personal, non-exclusive, non-sublicensable, non-assignable, non-resalable, non-transferable, revocable license to use the Services and Applications strictly as per this Agreement, as outlined in the Service Order chosen by the Customer. CONNECT3 will rely on the account information provided for use with the service. You confirm that the Account Information will be accurate and complete, and you agree to maintain its accuracy and completeness. If you submit any information, including Account Information, that is inaccurate, incomplete, false, or misleading, CONNECT3 reserves the right, at its sole discretion, to suspend or terminate the Customer's Account. The Customer is prohibited from distributing, copying, reproducing, translating, modifying, adapting, reverse engineering, decompiling, or disassembling any part of the Service or its associated software.
• CONNECT3 retains the right, at its discretion, to add, remove, or change features or functions, and to offer fixes, updates, and improvements to the Applications and Services. You acknowledge and agree that CONNECT3 is not obligated to provide any future versions of the Applications or Services to the Customer without liability. You also agree that the Customer must accept a new version of this Agreement to download, install, or use a newer version of the Software. Additionally, both Customer and CONNECT3 acknowledge that no third party is required to provide maintenance or support for the Applications or Services, and CONNECT3 is solely responsible for providing maintenance and support as outlined in this Agreement, to the extent required by law. It is your responsibility to back up your data stored in the Services.
• The customer agrees that CONNECT3's obligation to provide the Services depends on (i) the customer's timely payment of all Service Fees, and (ii) the customer's adherence to the technical requirements specified in the Services Documentation from CONNECT3, which may be periodically updated.

Account Activation

• The customer's account will be activated on the service start date. CONNECT3 reserves the right to delay account activation until Customer Account Information is verified and a credit assessment is completed.
• The customer agrees and acknowledges that (a) CONNECT3 may occasionally have to change the number assigned to the customer (due to area code changes or other reasons beyond CONNECT3's control, such as directives from a governmental authority), and (b) upon termination of the customer's account for any reason, access to the number will be lost. Additionally, the number may be reassigned to another customer immediately. YOU AGREE THAT CONNECT3 WILL NOT BE LIABLE FOR ANY DAMAGES (INCLUDING, BUT NOT LIMITED TO, CONSEQUENTIAL OR SPECIAL DAMAGES) RESULTING FROM ANY NUMBER REALLOCATION, AND YOU WAIVE ANY CLAIMS AGAINST REALLOCATION, WHETHER BASED ON CONTRACT, TORT, OR OTHERWISE, EVEN IF CONNECT3 HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES.
• CONNECT3 will comply with the telecommunications industry's standard regulations on toll-free number portability, including the FCC's policies and guidelines for ATIS-sponsored toll-free numbers, subject to changes over time. CONNECT3 is also required to adhere to all applicable rules regarding Local Number Portability (LNP). If the Customer decides to switch to another service provider, either during or after the termination of this Agreement, CONNECT3 will, within a commercially reasonable timeframe upon the Customer's request, take all necessary steps. These steps will align with the terms for local number transfer fees, as well as the applicable rules, regulations, and service availability, to enable the transfer to another provider.

Credit and Deposit Approval

The customer must supply CONNECT3 with the necessary credit information, and service provision is contingent upon credit approval. CONNECT3 may require a deposit or other security from the customer before (a) accepting any customer order, or (b) continuing service if (i) the customer fails to pay any undisputed amount on time, or (ii) there is a significant negative change in the customer's financial status, as reasonably determined by CONNECT3. The deposit, capped at an amount equal to two months' estimated service charges, must be paid upon CONNECT3's written request. CONNECT3 will hold the deposit as security for payment of charges. When the customer service concludes, the deposit will be credited to the customer's account, and any excess will be refunded. CONNECT3 will manage any deposits made under this Section 5 according to applicable laws governing such deposits.

Term

This Agreement becomes effective on the Effective Date and will continue through the Initial Term and any subsequent renewals, unless terminated earlier as outlined herein. At the end of the Initial Term, the Agreement will automatically renew for an additional twelve months and will keep renewing at the end of each Renewal Period for another year, at the current rates, unless the Customer provides a thirty (30) day written notice to cancel the Service. Instead of renewing under Section 6 or canceling, the Customer may choose to renew monthly at the list price offered by the Services after the Initial Term or any Renewal Term ends. The Customer will move to a month-to-month arrangement if they inform CONNECT3 of their wish to switch to monthly service at least thirty (30) days before the end of the Initial Term or the applicable Renewal Period. Unless otherwise stated, all charges for the Services are due until the Service Term concludes. If the Service Period for any Service extends past the Initial or Renewal Period, this Agreement will continue to apply to that Service until it expires or is terminated.

Termination

• Monthly Customer Plan: Customers on monthly plans can end their service at any time, for any reason, by notifying CONNECT3, subject to the terms and fees specified in this Agreement and any related service agreements.
• Annual Customer Plan: Customers who choose the annual plan purchase the service for the entire period. They have ninety (90) days from the Effective Date to cancel the Initial Term without penalty by providing written notice to CONNECT3. If cancellation occurs within this 90-day period, customers are only responsible for the proportional cost of services and related expenses incurred up to the cancellation date. Either party can terminate the Agreement with thirty (30) days' written notice. If the Customer cancels under Section 7.b after the initial 90 days or during any Renewal Period, or if CONNECT3 terminates for just cause before the Service Period ends, a termination fee for the remaining term and potential disconnection fees and other charges may apply. No charges for the remaining Service Term will apply if the Customer terminates due to unaccepted changes to the Service by CONNECT3. Fixed monthly rates are not prorated for unused service. Returned equipment due to cancellation or termination may incur a replacement fee. If the Customer transfers a Ported Number to another provider, they must notify CONNECT3 to avoid ongoing charges. No refunds are provided for unused portions. The parties agree that the cancellation or termination fees in Section 7.b accurately estimate CONNECT3's losses and are not a penalty.
• If the Services are terminated or suspended, CONNECT3 may promptly deactivate or delete the Customer's account, including all related information and files, and/or restrict further access to these files, information, or applications or services. CONNECT3 will not be responsible to the Customer or any third party for any termination or suspension of the Customer's use or access to the Applications or Services. If either the Customer or CONNECT3 terminates or suspends the Customer's rights to use the Services, the Customer will not receive any refund or prorated return of prepaid amounts, plan credits, or other payments made to CONNECT3 prior to the termination or suspension date.

 Use of Services

• By using the Service, you acknowledge and agree to be financially responsible for all fees and charges incurred, whether authorized or not. Furthermore, you understand that anyone with access to your username and/or password may use your Account, Web Portal, voicemail, or other Service features, and you accept full responsibility for all charges incurred by such use with CONNECT3.
• Unless explicitly stated otherwise, the Customer is liable for all costs, expenses, claims, or actions related to calls made to the Customer's Account. This includes (i) calls intended for theft or unauthorized use of communication services, or any deceptive or fraudulent communications (including, but not limited to, calls involving unauthorized access to the Customer's telecommunications equipment or unauthorized use of calling cards), and (ii) all unauthorized or fraudulent communications involving pay-per-call numbers, information service calls, directory assistance, or similar services, which are billed to CONNECT3 but transferred to the Customer (collectively referred to as "fraudulent calls"). The Customer will not be exempt from paying CONNECT3 for services provided, even if fraudulent calls are part of those services. If CONNECT3 identifies or suspects fraudulent calls, it will promptly notify the Customer. However, this does not prevent CONNECT3 from taking necessary immediate action (within one hour of attempting to notify the Customer) to prevent fraudulent calls, including denying specific ANI Services or terminating services to affected locations. THE CUSTOMER IS FULLY RESPONSIBLE FOR ALL FRAUDULENT CALLS, WHETHER OR NOT THEY ARE CONNECTED TO THE 3-BLOCK SERVICE. If fraudulent calls are determined to have originated from the CONNECT3 network and the Customer, its employees, or agents were not involved, the Customer will not be held liable for those calls, provided CONNECT3 reasonably determines they were indeed fraudulent.

Accommodation Services

Customers can also purchase CONNECT3's accommodation services ("Accommodation Services") separately. By entering this Agreement, you grant CONNECT3 and its suppliers a non-exclusive, worldwide, royalty-free license to edit, modify, adapt, translate, display, publish, transmit, reproduce, create derivative works from, distribute, perform, and use the Customer's content as needed to provide and operate the Hosting Services. If you provide CONNECT3 with materials for hosting (e.g., custom music for Customer's hold music) ("Custom Materials"), you represent and warrant that you have secured and will maintain all necessary rights, consents, and licenses for their use. You agree to indemnify and hold harmless CONNECT3, its officers, directors, employees, affiliates, suppliers, and shareholders from any third-party claims related to the use of Custom Materials. You specifically grant CONNECT3 and its suppliers a license to cache materials made available through the Hosting Services, including third-party content, and agree that this caching is not an infringement of any intellectual property rights. You will indemnify and hold CONNECT3 harmless, including legal fees and expenses, against any claim or infringement of intellectual property rights related to materials made available through the Hosting Services.

Equipment

If CONNECT3 provides Customer Facilities Equipment (CPE) along with the requested services, the Customer must install it according to CONNECT3's (or its third-party provider's) instructions, or CONNECT3 will handle the installation as detailed in the Service Proposal or description. CONNECT3 Equipment should only be used for accessing the Service. If the Customer chooses to use their own equipment, where permitted, they are fully responsible for obtaining, using, and managing any non-CONNECT3 equipment used with the Service, acknowledging that CONNECT3 is not obligated to provide information, service, or support for such equipment. The Customer must allow CONNECT3 reasonable access to the Equipment when necessary to deliver the Service. Any Equipment purchased from CONNECT3 is subject to the Manufacturer's or Publisher's warranty terms and conditions, end-user license, or agreement, with no warranty from CONNECT3. The Customer must compensate CONNECT3 for repairing or replacing any Equipment, based on time and materials billed, if replacement is needed due to misuse, inadequate care, alteration of CONNECT3's original configuration, damage, theft, or disaster. No compensation is provided for downtime caused by equipment failure, replacement, or repair. CONNECT3's liability is strictly limited to a proportional reduction in charges. Upon service termination, the Customer must return all CONNECT3-provided equipment within 30 days or choose to purchase it directly. If the Customer wishes to purchase the equipment or fails to return it within 30 days after service termination, CONNECT3 will charge the Customer for the equipment's current value, determined at CONNECT3's sole discretion. Any VoIP equipment provided with Cloud PBX, Cloud ACD, or other VoIP services purchased through CONNECT3, a reseller, or a compliance partner, is intended exclusively for use with CONNECT3 cloud services. If either the Customer or CONNECT3 terminates the VoIP Services for any reason, the Customer shall not be entitled to a refund, either in full or in part, for any fees paid for the VoIP Equipment.

Account Charges

Customers will face an initial one-time "Non-Recurring Charge" and a monthly bill for services provided each calendar month, covering all charges to the customer's account. Additionally, customers might incur non-recurring charges for other requested services as part of the overall Services. These charges can include activation fees, monthly service fees, shipping charges, disconnection fees, equipment charges, toll charges, taxes, and other relevant charges. The service fee for the first month will be prorated to account for any partial calendar months when the monthly service fees begin.

Product Marketing

In its advertising, offerings, or sales of applications, services, or any other products, CONNECT3 aims to provide accurate product descriptions. However, CONNECT3 does not guarantee that the descriptions, pricing, availability, or any other product information (collectively, "Product Information") on its website, marketing materials, promotional flyers, advertisements, or other printed or electronic materials (collectively, "Product Materials") are accurate, complete, reliable, current, or error-free. Despite our efforts, there may be instances where product information is incorrectly priced, described, or unavailable. Should CONNECT3 find that a product is mispriced, misdescribed, or unavailable, it reserves the right to take any reasonable and necessary action to correct the error, which does not include canceling a customer's account or subscription to the services. You agree to promptly notify CONNECT3 of any pricing or descriptive errors or inconsistencies with the products you request through the Product Materials and to adhere to any corrective measures implemented by CONNECT3.

Terms of Payment

Monthly invoices will be sent to the Customer electronically via the Internet. Service fees for each month are prepaid, while toll and other relevant charges are billed post-service each month. The Customer is obligated to pay all monthly service charges determined by CONNECT3, which include taxes, surcharges, assessments, government fees, and charges for any special or enhanced services utilized. If the Customer disputes any invoice part, they must formally notify CONNECT3 within 10 days of the invoice date. Failure to send a written dispute within this timeframe will constitute a waiver of the Customer's right to contest any part of the invoice. For disputed invoice portions, the Customer is required to pay the undisputed amount within the specified period.  All billing disputes should be directed to billing@gotoconnect3.com. If the Customer does not pay the invoice within the specified timeframe, CONNECT3 may suspend or terminate the Service after providing twenty-four (24) hours' notice. The Customer is responsible for all outstanding balances related to the Service up to the point of suspension or termination and must settle these before the service can be reactivated. Additionally, a fee will be charged to reactivate a suspended account. Neither suspension nor termination of the Services or this Agreement relieves the Customer of the obligation to pay all amounts due. Overdue payments will incur interest at 1.5% per month (or the maximum legal rate, if lower) from the due date until fully paid.

Prohibited Uses

• General. Any use of the Services, or any action that disrupts network integrity or compromises the security of CONNECT3, its suppliers, or the Services, directly or indirectly, is strictly prohibited and may result in CONNECT3 terminating the Services and Agreement without notice at its sole discretion. You agree not to use the Services in a way that breaches any applicable agreements (including privacy and security requirements set by Customer's financial institutions, such as the Payment Card Industry Data Security Standard), violates any laws (including those prohibiting unsolicited fax advertisements or requiring third-party consent for call recording), infringes on the rights of others, or disrupts other users, agents, services, or equipment on the network. The Customer must not use the Services to send unsolicited commercial emails ("UCE") to anyone (UCE includes emails sent without a prior business relationship or consent, and any email that contravenes laws against spam). CONNECT3 reserves the right, at its reasonable discretion, to refuse to send or deliver any messages or content it believes might contain inappropriate material or become subject to legal action or government proceedings, including law enforcement inquiries or investigations. You acknowledge that CONNECT3 and its suppliers are not liable for the content of transmissions over the Internet or the Services. Any use that violates the restrictions of this Section 14 will lead to termination of the Services, without affecting any other rights CONNECT3 may have. In the case of reasonable suspicion of misconduct, CONNECT3 may ask the Customer to provide a valid commercial license. If the Customer fails to present this license, it may lead to the termination of the Service.
• Reasonable Commercial Use. You confirm that you are acquiring the Services and Equipment solely for your own internal use and will not resell, transfer, or charge for them without CONNECT3's express written consent. CONNECT3's service plans offering unlimited PSTN calls, faxes, or text messages are intended only for reasonable business use. Prohibited uses include, but are not limited to, automatic dialing, persistent call forwarding, excessive chatting, constant connectivity, and the transmission of text or fax messages, as well as telemarketing (including charitable or political solicitation), call center operations (unless using VCC Services), sending unwanted faxes or texts, spam faxing, and contacting individuals who have not consented to be part of such communications. Customers are also prohibited from using the Services to send unsolicited commercial emails or texts to individuals outside their organization, or to transmit any illegal, harassing, defamatory, abusive, threatening, harmful, vulgar, obscene, indecent, or otherwise objectionable material. Additionally, customers must not transmit any content that could lead to criminal charges, infringe on the intellectual property rights of others, result in civil liability, or breach any local, state, national, or international laws or regulations. CONNECT3 reserves the right to terminate or modify the Services of any customer abusing the Unlimited PSTN Plan, fax, or text messaging services, at its sole discretion.
• Subscribers to Unlimited Plans must not use the Services to route or forward calls to numbers that can handle multiple simultaneous calls, or to a private branch exchange (PBX) or key system. Additionally, subscribers are prohibited from sending spam or mass communications, such as sending one hundred (100) or more voicemails or faxes at once, operating large-scale call lines (e.g., customer service or sales centers, "hotlines", 900 numbers, sports lines, etc.), or using automatic or "predictive" dialing, which involves non-manual dialing or using software or other methods to make continuous outgoing calls.
• Text Messages. For text messages and other Mobile Messaging Services, customers must not use the Services in ways that violate the Mobile Marketing Association Guidelines or the requirements, conditions, or codes of practice of their network/wireless provider. All text messages are subject to CONNECT3's policies and conditions, including, but not limited to, the provisions of Section (Prohibited Uses) and the maximum allowed length of text messages. CONNECT3 reserves the right to segment, truncate, or shorten any text message, or to refuse to transmit and/or deliver any message that does not comply with CONNECT3's policies or the conditions of a third-party network operator.

Confidentiality

• CONNECT3 ensures the confidentiality of all messages and customer account information. While CONNECT3 will not deliberately share messages with unauthorized parties, it is not liable for any accidental disclosures. CONNECT3 retains the right to cooperate with law enforcement or organizations and may provide requested information for official duties, assuming their legitimacy without independent verification, and without notifying the customer in advance.
• The customer authorizes CONNECT3 to monitor and record calls to CONNECT3 regarding the Account or Service for quality assurance. The customer expressly consents to and agrees that CONNECT3 may occasionally contact the customer via (a) automated dialing systems, (b) wireless email or text messaging, or (c) CONNECT3's voicemail service.

Service Level Credits

If CONNECT3 does not meet a specified service level in a given month, they will provide a credit to the Customer as detailed in the S/D Agreement related to the Customer's claim. The CONNECT3 maintenance log and problem ticket systems will identify any service level incidents. Customers requesting a credit must contact CONNECT3 Customer Service or submit a detailed written request (clearly identifying the affected Service) within thirty (30) days after the month for which the credit is requested.  CONNECT3 Customer Service is reachable via email to: info@gotoconnect3.com, regular mail to the director of Customer Service at CONNECT3, LLC, PO Box 6353, Caguas, PR 00726, or by phone using the numbers listed on www.gotoconnect3,com. The total credits granted to the Customer in any month shall not exceed 50% of the total amount charged to the Customer for the Affected Service during that month.

Scheduled Maintenance

Routine maintenance of the CONNECT3 network typically does not lead to service interruptions. However, if a temporary disruption is required, CONNECT3 will: (i) provide Customers with written notice at least forty-eight (48) hours in advance, (ii) work with Customers to minimize any impact on their services, and (iii) conduct maintenance during off-peak hours, specifically from 12:00 a.m. to 7:00 a.m. local time.

Emergency Services - Marked to 911

CONNECT3 adheres to FCC regulations to provide 911 services and has direct connections with the local public safety answering point (PSAP) to ensure calls reach 911. However, we caution that in some cases, dialing 911 might lead to unavailability or limitations of E911 services. These situations include: (a) Sometimes, when 911 is dialed from a phone using an Internet telephone service, E911 services might not be available.

• When your IP phone device is located at a different address than the one given during account activation.
• Using a foreign phone number on an IP phone at its original location.
• When your broadband phone device fails to function or is set up incorrectly.
• Power outages or interruptions in CONNECT3 service may happen due to billing issues or other complications.
• There might be a delay in providing the CONNECT3 service, especially the "dial tone," at the physical address given during account activation.
• When an address change is reported, but the CONNECT3 account has not yet been updated.
• If the local Public Safety Answering Point (PSAP) receiving CONNECT3 E911 emergency service calls do not have a system set up for E911 services, it hinders the operator from obtaining and/or retaining location or automatic number identification information.
• If the Service is interrupted for any reason, it will stop the entire Service, including 911 Dialing. Interruptions may occur for various reasons, including those mentioned elsewhere in this document. We do not control whether local or national emergency response centers answer calls made through our 911 service. We disclaim responsibility for the actions of these centers. We rely on third parties to help route 911 calls to emergency centers. We are not liable if third-party data used to route calls is incorrect. Neither CONNECT3 nor its officers or employees are accountable for any claim, damage, or loss, and you waive any such claims related to our 911 service unless due to our gross negligence, recklessness, or willful misconduct. You must defend, indemnify, and hold harmless CONNECT3, its officers, directors, employees, affiliates, agents, and any service provider connected to the Service, from any claims, losses, damages, fines, penalties, costs, and expenses (including reasonable attorney's fees) by you or a third party related to the absence, failure, or interruption of the Service, including 911 Dialing, misrouted 911 calls, and/or the inability to use 911 Dialing or access emergency services.
• Because the customer's address might differ from their phone number, they must provide CONNECT3 with the address(es) where they will use the CONNECT3 VoIP Service ("Registered Location(s)") when registering for the service.
• If a customer moves any equipment (like a PC with softphone, IP phone, or ATA with a traditional phone) used for accessing the VoIP Service, it is crucial to update the registered location. Not updating the location means any 911 calls made will be routed based on the old address, potentially sending emergency services to the wrong place.
• Additionally, because the VoIP Service can automatically send the Customer's Registered Location to the PSAP when possible, it is crucial for the Customer to update their Registered Location to ensure accurate location information is transmitted to the PSAP.
• When the Customer notifies us of a change in their Registered Location, there might be a delay before the new location is ready to accurately route 911 calls and update PSAPs with the Customer's new Registered Location.
• In areas where direct routing to a Public Safety Answering Point (PSAP) is not available for VoIP 911 Service, calls are sent to the National Emergency Call Center. Here, trained agents will ask for the caller's name, location, and phone number to relay to 911 and contact the appropriate PSAP for help. The call center does not automatically receive the caller's address and phone number, which may cause delays in public safety response times and additional waiting for emergency services. In case of a power outage, the Customer will lose telephone and 911 services unless they have a backup system for their wired broadband Internet connection and any related equipment (such as a PC with softphone, IP phone, or traditional telephone ATA). Registration of the physical location is required. Customers must register the location where the VoIP service will be used for each telephone line obtained from CONNECT3 (e.g., if a customer acquires three VoIP lines with CONNECT3 Cloud PBX or Cloud ACD, they must provide a registered location for each line). CONNECT3 collects the registered location during the service initiation process and will not activate the VoIP service until the initial registered location is provided by the client. However, customers must update their registered location whenever they use the VoIP Service from a new location. In certain cases, such as the absence of direct routing to PSAP or when using portable devices for VoIP Service, emergency calls may still be routed to the National Emergency Call Center. The customer must provide true, accurate, current, and complete Registered Location information to CONNECT3 during the service initiation and promptly update this information whenever the VoIP Service is used from a new location. If the customer provides, or CONNECT3 suspects that the customer has provided, false, inaccurate, outdated, or incomplete Registered Location information, CONNECT3 reserves the right to suspend or terminate the Services and refuse any current or future use of all Services, or any portion thereof. However, CONNECT3 will not restrict the customer's ability to make a 911 call during any service suspension. The customer can update their Registered Location through the Customer Account settings page or by contacting CONNECT3 Customer Service. For 911 dialing, only one registered location can be associated with each VoIP line. The customer is responsible for informing all individuals at the physical location where the VoIP Service is used about the potential limitations of 911 service, which may not be available or may be limited compared to traditional 911 service. CONNECT3 will supply customers with decals indicating that "E911 Service may or may not be available" for use with VoIP equipment, which will be mailed to customers at the start of the Service. Customers are responsible for attaching the provided stickers to the equipment used to access the VoIP Service. If a decal has not been received, or additional 911 decals are needed, please reach out to customer support at 787-986-7323. (b) Software-based phone ("Soft Phone") - e911 calls are unavailable. CONNECT3 may provide a Soft Phone that enables receiving calls via a software program on the customer's personal computer ("PC"). However, customers will NOT be able to place outgoing calls with the Soft Phone, including emergency service calls to 911, e911, or other emergency numbers. Furthermore, purchasing CONNECT3's separate outbound Soft Phone service does not permit emergency service calls via e911. CONNECT3 strongly advises customers to maintain access to a standard or cellular phone to make emergency calls when using the outgoing CONNECT3 Soft Phone service.

Acceptable Use Policy; Content

• You are entirely responsible for the content of your account and all related communications.
• You understand that content on the Internet or accessible via the Services may be offensive and might not comply with local laws, regulations, and rules. For example, using the Services could provide access to pornographic, obscene, or otherwise inappropriate or offensive material, particularly for children. CONNECT3 assumes no responsibility and does not control any content it did not create, including content on the Internet or available through the Services. Specifically, without limiting the above, CONNECT3 does not censor or determine the legality of such content. All content accessed or received by the Customer through the Services is at the Customer's own risk, and CONNECT3, along with its employees, agents, contractors, and representatives, will not be liable for any claims, losses, actions, damages, suits, or proceedings related to such access or receipt of content by the Customer.
• CONNECT3 is not obligated to supervise the content of the Services. However, the Customer acknowledges and agrees that CONNECT3 has the right to periodically monitor content electronically and disclose any information necessary to comply with legal, regulatory, or governmental requests, ensure proper operation of the Services, or protect itself or its Customers. CONNECT3 reserves the right to reject or remove any content or materials, in whole or in part, that it considers, in its sole discretion, to be objectionable, inappropriate, or in violation of this Agreement.
• The customer acknowledges and agrees that CONNECT3 does not control the content of messages sent or received by the customer. CONNECT3's sole responsibility is to transmit these messages to the designated recipient or, if necessary, to another carrier's network. CONNECT3 is not liable for the content of any messages sent or received by the customer. The customer will indemnify and hold CONNECT3 harmless from any liability, loss, damage, injury, claim, lawsuit, settlement, award, cost, charge, or expense, including legal fees and expenses, resulting from the content of such messages, including claims of defamation, harassment, or violation of privacy rights.

Storage Space Limitations

Each Customer's email, fax, and voicemail storage capacity is limited. Due to these limitations, some messages may not be processed. However, CONNECT3 will attempt to temporarily allocate extra unassigned storage space to the Customer's Account, if available, to meet immediate storage needs. Customers will incur charges for any additional storage space allocated to their Account at the prevailing rates. By using the service, you acknowledge that CONNECT3 is not liable for the deletion or failure to store any messages or information.

Copyright and Trademark Notice

The trademarks, service marks, and logos shown on the CONNECT3 website or in its documentation are both registered and unregistered trademarks of CONNECT3 and others. The website content does not grant any license or right to use any trademark without the express written permission of CONNECT3 or the respective third-party trademark owner. Unauthorized use of trademarks or any site content is strictly prohibited. CONNECT3 is not liable for materials provided by third parties through the service. While CONNECT3 does not review content for copyright infringement, it reserves the right to terminate access to its applications or services for copyright violations. In cases of repeated infringement, CONNECT3 may permanently revoke access. All copyright infringement claims involving material believed to be on CONNECT3's applications or services should be formally submitted to the CONNECT3 Legal Department at the address listed on the CONNECT3 website, in accordance with Title 17, Section 512 of the U.S. Code.

No Contempt

The customer agrees not to participate, either directly or indirectly through a third party, in any actions or make any communications, whether public or private, that could harm CONNECT3, its applications, or services. This includes, but is not limited to, posting, publishing, printing, spreading, or making negative statements on the internet, blogs, or any social media platform. Additionally, the customer agrees not to solicit or encourage such statements, comments, or communications from third parties. As outlined in the termination provisions below, CONNECT3 reserves the right to terminate the customer's access to the applications or services if the customer does not comply with the stipulations of this section.

DISCLAIMER, LIMITATION OF LIABILITY

The service is provided "as is", and Connect3 makes no express or implied representations regarding the service's use, condition, or operation. Connect3 does not guarantee uninterrupted or error-free access or that the service will meet specific performance or quality standards. Connect3 disclaims all implied warranties, including merchantability, title, and fitness for a particular purpose. Connect3 is not liable for any act, error, or omission by itself, its employees, or agents, except for gross negligence. Connect3's liability for any damages will not exceed the fees paid by the customer during the period of the incident. Neither Connect3 nor its suppliers are liable for unauthorized access to transmission facilities or customer premises, nor for unauthorized access, alteration, theft, or destruction of customer data through any means, regardless of negligence. Neither Connect3 nor its suppliers are liable for malfunctions or failures due to misuse, abuse, neglect, alteration, modification, incorrect installation, or unauthorized repairs. Connect3 and its suppliers are not liable for delays or interruptions due to customer equipment, internet use, or telecommunications systems outside Connect3's control and are not responsible for such delays. Connect3, its employees, or agents are not liable for indirect damages, such as data loss, lost earnings, or income loss, nor for punitive damages, nor for damages from causes beyond Connect3's control, such as natural disasters, weather, civil disturbances, electrical currents, electronic or mechanical failures, or telephone service disruptions.

The customer’s only and exclusive remedy for any service or equipment failure, at Connect3's discretion, shall be repair, replacement, credit, or refund. Connect3 may choose to issue a refund instead of providing credit, replacement, or repair.

Compensation

The customer agrees to defend, indemnify, and hold CONNECT3, its affiliates, employees, agents, and other customers harmless from any liabilities, losses, damages, injuries, claims, actions, settlements, indemnities, costs, fees, and expenses, including those incurred by CONNECT3 for investigating, defending, and settling claims related to the performance or non-performance of any services under this Agreement.

Excusable Service Interruption

Despite any contrary provisions in this Agreement, CONNECT3 will not be held liable for any loss or damage, nor considered to have breached this Agreement, due to any failure or delay in fulfilling its obligations under this Agreement if such failure or delay is caused by circumstances beyond its reasonable control ("Excusable Service Interruption"). Such delays will either extend the time for performance or excuse it, as reasonable. "Excusable Service Interruption" includes disruptions affecting CONNECT3 Service, such as: acts of God (Force Majeure); scheduled and emergency maintenance; DNS issues outside CONNECT3's control; inaccurately reported SLA breaches due to errors in CONNECT3's measurement system; acts or omissions of the Customer (or those authorized by the Customer), including negligence, willful misconduct, or misuse of services contrary to CONNECT3's Terms and Conditions or Acceptable Use Policy; or the unavailability of the Customer's required staff, including failure to provide accurate contact information. "Force Majeure" refers to service disruptions due to extraordinary, unforeseeable circumstances beyond CONNECT3's control, including natural disasters like fires, floods, and storms; adverse weather like rain fade; catastrophic events; labor strikes; lockouts; transportation delays; unavailability of telecommunications or third-party services; third-party software failures; or inability to procure necessary materials. CONNECT3 facility access circuit failures are included, except when solely caused by CONNECT3; actions of governmental or military authority; national emergencies; cable outages; sabotage; insurrections; riots; terrorism; vandalism; wars; and unforeseeable acts of third parties. Delays from a Force Majeure Event may extend or excuse performance.

Ownership and Ownership Rights

All technologies, software, hardware, operational applications, procedures, scripts, telephone numbers, or other materials prepared, provided, or used by CONNECT3, except for those supplied by the Customer, are the exclusive property of CONNECT3 and will remain so after this Agreement ends. If any CONNECT3-owned items are in the Customer's possession, they must be returned to CONNECT3 immediately upon termination of this Agreement or upon CONNECT3's request. The Customer acknowledges that all patents, copyrights, trademarks, service marks, trade secrets, and other intellectual property rights in the Applications and Services are the exclusive property of CONNECT3 and its licensors. This Agreement does not grant, transfer, or confer any intellectual property rights to the Customer. The Customer is granted only limited use of the rights explicitly given in this Agreement. The Customer agrees not to compromise, limit, or interfere with these intellectual property rights and acknowledges that unauthorized use of intellectual property rights is a violation of this Agreement and relevant intellectual property laws. The Customer acknowledges that all titles and rights in any third-party content accessible through the Applications or Services belong to the respective content owners and are protected by copyright and other intellectual property laws and treaties. The Customer agrees not to engage in, cause, allow, or authorize the modification, creation of derivative works, translation, reverse engineering, decompiling, disassembling, or pirating of the Applications or Services, or any part thereof. The Customer also agrees not to intercept, capture, emulate, decrypt, or redirect the communications protocols used by CONNECT3 for any purpose, including connecting the Applications to any computer server or other device not authorized by CONNECT3 or in a manner not authorized by CONNECT3.

Use and other Information

Upon subscribing to the Service, and when requested by CONNECT3, the Customer agrees to provide CONNECT3 with true, accurate, current, and complete personal and/or business name, administrator's name, billing and shipping addresses, the addresses where the Services will primarily be used, the registered 911 address for each device, email address, contact phone number, credit card details, and other information necessary for managing the Customer's CONNECT3 account ("Account"), collectively known as "Registration Data". The Customer confirms that the information provided is accurate, current, and complete, and agrees to promptly update any information in case of changes. If the Customer submits Registration Data that is or is suspected by CONNECT3 to be false, inaccurate, outdated, incomplete, fraudulent, or unlawful, CONNECT3 reserves the right to suspend or terminate the Service at its sole discretion and refuse any current or future use of all Services by the Customer, their business, affiliates, and all users of the Customer's Account. The Customer is obligated to maintain and promptly update the Registration Data at all times. By providing all Registration Data and accepting this Agreement, CONNECT3 will issue the Customer, as applicable, password(s), user ID(s), PIN(s), telephone number(s), and other account details. The Customer will use the control panel to make all necessary modifications to itineraries, greetings, and instructions for CONNECT3 representatives to follow. This control panel is accessible over the Internet, at the Customer's own expense.

Technical Support

CONNECT3 offers technical support to customers via online chat, email, and phone for designated service plans. This assistance includes the services and equipment mentioned below. CONNECT3 does not provide or imply support for other applications or uses and is not required to offer additional technical support unless specified in this section.

Assignment

This Agreement binds the parties and their respective heirs, successors, and assigns. You cannot assign your rights, duties, or obligations under this Agreement without CONNECT3's written consent. CONNECT3 may assign any of its rights or privileges, or delegate any of its obligations under this Agreement without needing additional consent from the Customer.

Notices

CONNECT3 mainly uses email to communicate with customers. Notifications will be sent to the email address provided by the customer when requesting the Services or as later updated by the customer ("Email Address"). It is the customer's responsibility to provide CONNECT3 with a valid email address and to inform CONNECT3 of any updates to that address. Sending a message to the Email Address is the agreed method of providing notice, unless otherwise specified in this Agreement. Email is used to convey important information regarding the Services, billing, changes to the Services, and other relevant details. This information is time sensitive. The customer must read emails sent to the Email Address promptly to prevent any disruption to the Services outlined below. Notices and communications to CONNECT3, as required or allowed under this Agreement, must be in writing and directed to the following email or postal address: Director of Customer Service, CONNECT3, LLC, PO Box 6353, Caguas, PR 00726., or info@gotoconnect3.com. Electronic notifications are deemed effective on the day following the date of transmission.

Divisibility

If a court of competent jurisdiction finds any term or provision of this Agreement invalid or unenforceable, the validity or enforceability of the remaining terms and provisions will not be affected. Any term deemed invalid or unenforceable will be considered separable from the rest of the Agreement.

Third Party Beneficiaries

This Agreement is binding and intended solely for the benefit of the parties involved, along with their successors and assigns. No provision in this Agreement, whether explicit or implicit, is meant to grant either party any rights, benefits, or remedies of any kind under or due to this Agreement.

Independent Contractor

This Agreement shall not be construed by the parties or any third party as creating any relationship between CONNECT3 and the Customer, such as a principal-agent relationship, partnership, joint venture, or any form other than that of independent contractors engaged in the provision and acceptance of Services. Furthermore, without limiting the scope of the above, each party is responsible for hiring, supervising, and compensating its own employees, as well as providing benefits and withholding taxes for them.

Mandatory Arbitration

• Arbitration Procedures. Please read this provision carefully. Except as provided below, the customer and Connect3 will arbitrate any dispute or claim related to or arising from the agreement, any breach of the agreement, or the provision of services or products to the customer, including any billing disputes ("Claims"). Claims will be submitted to final and binding arbitration administered by the American Arbitration Association ("AAA"). The decision made by the arbitrator(s) can be filed in any court with jurisdiction over the matter. This arbitration agreement also obligates the customer to arbitrate claims against other parties related to the services or products provided or billed to the customer if such claims are filed against Connect3 in the same proceeding. Arbitration will be conducted in accordance with the Commercial Arbitration Rules published by the AAA. The client and Connect3 agree to bear their own fees, costs, and expenses, including those for lawyers, experts, and witnesses. The arbitration will take place in San Juan, Puerto Rico, USA, and will be conducted in Spanish.
• Prior Notice of Claim. Before initiating arbitration, you must give Connect3 the chance to resolve the claim by sending a written description of your claim to Connect3 at the email address or physical address below. If Connect3 is unable to resolve the claim within 30 days after receiving the notice, then either the customer or Connect3 may start arbitration as outlined in Section 33. All notices of claims should be sent to: PO Box 6353, Caguas, PR 00726 or admin@gotoconnect3.com. You cannot demand arbitration unless you have followed the procedures in this section. Section 33.b may be used as a complete bar and defense and as a basis for an injunction against any arbitration, action, suit, or other legal proceedings that violate this section.
• Time Limitation. You agree that, regardless of any conflicting laws, any claim or arbitration concerning your use of the Services or the Agreement must be filed within one year from either (a) the date the claim or cause of action arose, or (b) the termination of the Services, or it will be permanently barred.
• Personal Jurisdiction. If legal action is taken to enforce an arbitration award or for any purpose under Section 33, the Customer and CONNECT3 agree to the exclusive jurisdiction of state and federal courts in San Juan, Puerto Rico, and waive any claims of inconvenient forum or venue in these courts.

Sure

If the equipment installed by CONNECT3 at the customer's location exceeds a replacement value of $5,000, the customer must, upon written notice from CONNECT3, obtain and maintain at their own cost, property damage and liability insurance, as well as insurance against loss or damage to the equipment (including extended coverage). This insurance should cover theft and other typical risks associated with such equipment, as insured by companies in the customer's industry, in amounts, forms, and with insurers acceptable to CONNECT3. Each policy must list the customer as the insured and CONNECT3 as an additional insured and loss payee, reflecting CONNECT3's interest, and must state that it cannot be canceled or altered without at least thirty (30) days' written notice to CONNECT3 or its successors and assigns.

Applicable Law

This Agreement is governed by the laws of the State of Florida and shall be interpreted and enforced in accordance with those laws, excluding its conflict of laws principles. In any legal action to enforce this Agreement, the prevailing party shall be entitled to recover all attorneys' fees and costs incurred. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to this Agreement.

Full Agreement

This Agreement, together with the CONNECT3 policies referenced here, forms the entire understanding between the parties and supersedes all previous negotiations, representations, or preliminary agreements. No warranty or representation not expressly stated in this Agreement shall be binding on the parties. Any alterations or modifications to this Agreement must have written consent from both parties.

No Waiver

CONNECT3's decision not to exercise or enforce any right or provision of the Agreement does not imply a waiver of that right or provision.

Titles

The headings in this Agreement are provided for reference only and shall not influence its interpretation or construction.

Acceptable Use Policy

Effective Date:‎ 2/24/2026

CONNECT3 has developed this Acceptable Use Policy ("AUP") to promote the responsible, fair, and reasonable use of CONNECT3 networks, services, systems, websites, and products (collectively, the "Connect3 Products and Services") by our customers and other users (collectively, the "User(s)"). This policy aims to provide Users with reliable, secure, and efficient services. By using or contracting the Connect3 Products and Services, Users agree to adhere to the terms of this AUP, in addition to any other agreements with CONNECT3. Connect3 retains the right to modify this AUP at any time at its sole discretion, with changes becoming effective upon publication. Continued use of the Connect3 Products and Services following any modification signifies acceptance of the revised AUP. This AUP is part of the Connect3 Terms of Service. 

 Termination / Suspension

If Connect3 determines that a user has violated any part of this Acceptable Use Policy (AUP), the user may face suspension or termination of service, with or without prior notice. Connect3 reserves the right, though not the obligation, to take further action as deemed appropriate to address or prevent repeated violations. Connect3 will not be liable for any damages incurred by a user or third party as a result of exercising its rights under this AUP.

Prohibited Conduct

Connect3 products and services are to be used solely for lawful purposes and in accordance with their intended use. Users must not employ Connect3 products and services to distribute, transmit, publish, receive, use, or store any material:

• In violation of any local, state or federal law and regulation;
• That can expose Connect3 to criminal liability; or
• That may adversely affect Connect3 Products and Services or other Connect3 Customers or Users.

Additionally, users must not facilitate any violations of these UPA terms or any other supplier's AUP. This includes distributing, transmitting, publishing, receiving, using, storing, or supplying any product or service that breaches this AUP or another supplier's AUP. Whenever a User accesses another provider or network using Connect3 Products and Services, they must adhere to that provider's or network's rules and policies. You agree to indemnify, defend, and hold Connect3 harmless from all claims, damages, losses, and expenses (including attorneys' fees and costs) arising from or alleged to arise from users' access to or use of other providers or networks.

Inappropriate Content

Users must not use the Connect3 Products and Services to distribute, transmit, publish, receive, use, or store inappropriate material, as reasonably determined by Connect3, or material that is obscene (including child pornography), defamatory, threatening, abusive, hateful, or excessively violent.

Harmful Content

Users must not use the Connect3 Products and Services to distribute, transmit, publish, receive, use, or store material that may harm or interfere with Connect3 Products and Services or third-party systems, networks, websites, or services. Prohibited content includes, but is not limited to, worms, viruses, or Trojans.

Fraudulent or Deceptive Content

Users must not utilize the Connect3 Products and Services to distribute, transmit, post, receive, use, or store material with fraudulent product or service offers, or any advertising or promotional content with misleading, false, or deceptive statements, representations, or claims. Users are prohibited from submitting false or inaccurate data on any online order form, contract, or request, including fraudulent credit card use.

Email / Unsolicited Messages

Users must not use Connect3 Products and Services to send unsolicited email messages, including but not limited to unsolicited bulk mail, which could reasonably be expected to cause complaints ("spam"). Users are forbidden from using another provider's services to distribute spam or promote a site hosted or connected to Connect3 Products and Services. Users must not use Connect3 products and services to:

• Send emails that are excessive or intended to harass others;
• Continue sending emails to a recipient who has indicated that the recipient does not want to receive them;
• Send email with fake TCP/IP packet header information;
• Send malicious emails, including "mail bombings";
• Send or receive emails in a way that violates any other provider's policies; or
• Use an email mailbox exclusively as data storage space.

Intellectual Property

Content available through the Connect3 Products and Services may be protected by advertising, privacy, or other personal and intellectual property rights. These rights include, but are not limited to, copyrights, patents, trade secrets, trademarks, or other proprietary information. Users must not use the Connect3 Products and Services in any way that may infringe, dilute, misappropriate, or violate such rights. Users should not use a domain name in connection with the Connect3 Products and Services that infringes on the trademark, service mark, or other rights of third parties.

Third Party Rules

Users can access search engines, chat rooms, ad boards, web pages, and other services through Connect3 Products and Services, which may have specific rules, guidelines, or agreements. Users are required to adhere to these regulations.

Inappropriate Actions

Users must not use Connect3 Products and Services for activities that could harm or disrupt these services or third-party networks, systems, or websites. This includes, but is not limited to, mail bombing, flooding, or denial-of-service attacks. Users are prohibited from violating or attempting to violate the security of Connect3 Products and Services, or third-party computers, accounts, or networks. Users are also forbidden from engaging in any activity that might lead to security breaches, such as polling, scanning, or other forms of information gathering. Inappropriate activities may result in civil or criminal liability. Connect3 will investigate such activities and may collaborate with law enforcement authorities to prosecute involved users.

Responsibility for Content

Connect3 disclaims any liability for content created or accessed via its Products and Services. Although Connect3 is not required to monitor or control such content, it reserves the right to do so. If Connect3 becomes aware that content may breach this AUP or pose legal risks, it reserves the right to block access to such content and suspend or terminate any User responsible for its creation, storage, or distribution. Connect3 also reserves the right to cooperate with legal authorities and third parties in investigating alleged violations, including revealing the identity of the User deemed responsible.

Fair and Reasonable Use

Connect3 aims to ensure users comprehend the intended and allowed uses of Connect3 products and services, while preventing fraud, exploitation, and misuse of specific Connect3 calling plans and features. Some calling plans, such as unlimited calling plans, are crafted for standard commercial use and are not meant to reflect typical usage by individual organizations.