This Service charter sets out the principles, quality standards and commitments that NEXA TLC COMMUNICATION S.R.L. (“NEXA”) applies to its electronic communications services. It forms part of the contract with each customer, together with the contract terms provided with each order.
1. Principles
- Equal treatment: we apply the same conditions to all customers in the same situation.
- Continuity: we provide the Services on a continuous basis, except for planned maintenance and events beyond our control.
- Transparency: we give clear information on services, prices, conditions and service levels.
- Efficiency: we continuously monitor our network and processes to improve the quality of the Services.
- Participation: customers can send suggestions and complaints, which we use to improve our Services.
2. Services covered
This charter applies to geographic, toll-free, national and mobile numbers, SIP trunking, cloud PBX, voice termination, SMS, APIs and AI voice agents supplied by NEXA to business customers.
3. Activation times
Our services are provided on a prepaid basis only. We activate the services within 3 business days of receiving all the required documents and the payment.
- The required documents include the customer’s company and identity documents and, for some countries and number types, the additional documents required by local rules (for example proof of a local address).
- Porting of existing numbers takes place within the time limits set by the portability rules of each country.
- If a target is not met, we inform the Customer of the reason and of the expected new date.
4. Availability and maintenance
Our target is an availability of [99.9%] per calendar month for our core voice and messaging platform. Availability of individual numbers or destinations may also depend on third-party operators.
Planned maintenance is carried out, where possible, between [00:00 and 06:00 CET] and announced by email at least 48 hours in advance. Urgent maintenance is announced at least 24 hours in advance. Only in emergencies that threaten the security or integrity of the network may we intervene immediately, informing customers as soon as possible.
Specific service levels and any service credits are set out in the Order or in a separate service level agreement (SLA).
5. Customer support
- Channels: email [email protected] and phone +40 742 288 454.
- Languages: English, Italian and Romanian.
- Hours: [Monday to Friday, 9:00–18:00 CET], excluding public holidays. Critical faults can be reported [24/7].
6. Fault handling
| Priority | Example | First response | Target resolution |
|---|---|---|---|
| Critical | Complete loss of service | [1 hour, 24/7] | [4 hours] |
| High | Service degraded for many users or destinations | [4 business hours] | [1 business day] |
| Normal | Individual issue, configuration request | [1 business day] | [3 business days] |
Resolution times do not apply to faults caused by the Customer’s equipment or network, by third-party operators outside our control, or by force majeure. We keep the Customer informed until the fault is resolved.
7. Transparency of usage and charges
The Customer can request at any time a statement of its prepaid Credit, charges and call and message details. All prices and pricing rules are stated in writing in each offer before the contract is concluded, and changes are notified in advance.
8. Number portability
Customers have the right to keep their numbers when changing provider, in accordance with the rules of each country. We handle porting requests without undue delay and do not obstruct porting out. The Customer must provide the information required by the donor and recipient operators.
9. Security and personal data
We apply technical and organisational measures to protect the security and confidentiality of communications, including traffic monitoring to detect fraud. Personal data is processed as described in the Privacy policy. We notify security incidents to the competent authorities and to customers where required by law.
10. Complaints and disputes
How to submit a complaint
- By email to [email protected];
- by post to NEXA TLC COMMUNICATION S.R.L., Str. Dascălilor nr. 2, Sat Dancu, Comuna Holboca, 707252, Județul Iași, Romania.
Please include your company name and customer code, the service and numbers concerned, a description of the problem with dates and times, and any supporting documents. Complaints about charges should be submitted within [60 days] of the charge.
Our commitments
- We acknowledge receipt within [2 business days], indicating a reference number.
- We send a written, reasoned reply within 30 days of receipt at the latest.
- If the complaint is upheld, we explain the measures taken and, where applicable, credit the amounts due to the prepaid Credit. If it is rejected, we explain why and indicate the further options available.
A complaint about a charge does not automatically suspend the service. If it concerns a suspected fraud, we may block the traffic concerned as a precaution.
If you are not satisfied
- Romania: end users of electronic communications services, including businesses, can refer disputes with providers to ANCOM – www.ancom.ro.
- Italy: users, including businesses, can use the out-of-court procedures of AGCOM through the ConciliaWeb platform – conciliaweb.agcom.it. For many disputes with electronic communications providers, an attempt at conciliation is a condition for going to court.
- Disputes that are not settled amicably are resolved as provided in the contract, without prejudice to the procedures of the regulatory authorities described above, where available.
Complaints about personal data can be sent to [email protected] or to the competent data protection authority, as described in the Privacy and cookie policy.
11. Quality indicators
Where required by the regulations of the countries in which we operate, we measure and publish quality of service indicators. [Link to published quality indicators, where applicable]
12. Updates
We review this charter periodically. Changes are published on this page and, where they affect existing contracts, notified to customers in advance.
This document is available in English, Italian and Romanian. In case of discrepancies, the English version prevails.