IP telephony service terms
In effect as of January 1, 2027
Amendment published on September 18, 2026, then supplemented on October 5, 2026, to the terms in effect since September 16, 2026. It takes effect on January 1, 2027, more than thirty days after its publication (section 13). It covers four points: what each plan specifies (section 1); unlimited minutes and reasonable use, including how minutes are measured (section 5); access to recordings and administration assisted by artificial intelligence (section 8); where call records and recordings are kept (sections 8 and 14).
These terms govern the IP telephony services provided by InfoXtreme inc. They are in addition to the Terms of use and the Privacy policy, and prevail over them on any point specific to the telephony service. By subscribing to a telephony plan or by continuing to use it, the client accepts them.
1. What the service includes
InfoXtreme provides a voice over IP telephony service that includes a phone system (PBX), trunks to the public telephone network, phone numbers, and the features described in the plan subscribed to.
Each plan specifies the number of local numbers included and the number of SIP trunks. Features that are not part of the plan are options, billed separately, and are listed in the price list in effect.
The number of simultaneous calls the system can handle does not depend on the plan but on the phone system’s licence. This licence is described in section 7.
2. The phone system
Depending on the plan, the phone system is hosted on InfoXtreme’s servers or provided by the client.
When it is hosted by InfoXtreme, the system is installed on a virtual machine dedicated to the client, continuously monitored and backed up. The client does not have to provide any server hardware. Residential plans are the exception: they are hosted on a system shared among several clients, as stated in the plan description.
When the system belongs to the client and is located on its premises, InfoXtreme provides the trunks and numbers, but is not responsible for the operation, security or availability of that system.
The phones, computers and applications used by the client are not part of the service, unless otherwise stated in writing.
3. Phone numbers and number portability
The numbers provided remain assigned to the client as long as the service is active and paid for. The client may transfer to InfoXtreme a number it already holds with another provider, or transfer elsewhere a number provided by InfoXtreme.
A transfer depends on the agreement of the provider that holds the number. InfoXtreme files the request and follows up on it, but cannot guarantee that it will be accepted or how long it will take. A transfer refused by the other provider is billed to the client, since the request incurs fees that we pay in all cases.
When the service ends, the client has thirty (30) days to transfer its numbers elsewhere. After that period, the numbers are released and can no longer be recovered.
4. The 9-1-1 emergency service and its limits
This section is important. The client must read it and inform anyone who may use the service.
The 9-1-1 service provided with IP telephony does not work like that of a traditional phone line. It routes the call to the emergency centre corresponding to the civic address the client has declared, and not to the place from which the call is actually made.
The client must therefore declare an accurate civic address for each local number, and update it without delay if it moves or if a device is relocated. An emergency call made from an undeclared address may be routed to the wrong centre.
The 9-1-1 service does not work in the following situations:
- during a power outage, since the phone system and the devices need electricity
- during an outage of the client’s Internet connection, whatever the cause
- when the service is suspended for non-payment or for any other reason
- from a device used outside the declared address
The 9-1-1 service cannot be associated with a toll-free number. A toll-free number therefore cannot be used to call emergency services. A client who holds only a toll-free number must keep another way of calling 9-1-1.
InfoXtreme recommends that every client keep a cell phone or a traditional line as a backup means of reaching emergency services.
5. Unlimited minutes and reasonable use
Telephony plans include unlimited minutes for local calls and for calls to Canada and the continental United States, incoming and outgoing. Each plan specifies the number of simultaneous calls it allows; this number is also limited by the licence of the client’s phone system.
Unlimited minutes are intended for the normal use of a business or a household. They do not cover automatic dialing, telemarketing, call centres, resale of minutes, or calls kept open without conversation. If a client’s use departs significantly from normal use, for example through a large number of very short calls or unanswered calls, InfoXtreme notifies the client in writing and offers a suitable plan. If the departure continues more than thirty days after that notice, the minutes concerned may be billed at the rate shown in the price list.
Calls abroad, and to regions outside the unlimited zone (Nunavut, Northwest Territories, Yukon, Alaska and Hawaii), are not part of the unlimited minutes. They are allowed and billed per minute, at the rate shown in the price list for the destination called.
Calls received on a toll-free number held by the client are not part of the unlimited minutes. They are billed per minute, at the rate shown in the price list, since the client bears their cost when a third party calls it. Each call is rounded up to the next minute; a call without conversation is not billed.
The measurement of minutes on a toll-free number and of calls outside the unlimited zone, and the verification of reasonable use, come from the client’s phone system or from the records of InfoXtreme’s network provider, depending on what is available for the service in question. Some phone systems do not allow such records, and a call forwarded directly at the provider does not pass through the client’s system.
When the measurement comes from the phone system, InfoXtreme retrieves its call log every month, which shows for each call the date, the numbers, the duration and the direction. This retrieval is automated, covers only this information and does not open the content of conversations. The duration used is then the conversation time, not the total duration of the call: ringing time is not billed, and calls between extensions of the same system are not counted, since they use no external line.
When the measurement comes from the network provider, it is based on the billable duration of each call, which may differ from the total duration of the communication.
For each invoice, the client may ask which source was used for the measurement and for the details of the corresponding records. In the absence of a measurement, no minutes are billed.
6. International calls
Calls to destinations outside Canada and the United States are blocked by default on every system. This block is a security measure: a compromised phone system is most often used to place international calls in large numbers, and the corresponding bill is owed to the network provider.
A client who wishes to call internationally must request it. Calls are then billed according to the destination, at the provider’s rate plus the margin shown in the price list.
The client remains responsible for calls made from its system, including those resulting from unauthorized access, when that access results from a weak password, a compromised device or an extension left accessible.
7. Phone system licences
The phone system requires a licence from its publisher. This licence is annual, billed separately from the plan, and its price appears on the invoice.
The licence determines the number of simultaneous calls and the features available. A licence change during the year is billed pro rata for the remaining period when the publisher allows it.
Licences are not refundable once activated, as the publisher does not take them back. A client who ends its service before its licence expires may keep the benefit of it until that expiry if it transfers its system elsewhere, to the extent the publisher allows it.
The price of licences is set by the publisher and may change from one year to the next. InfoXtreme communicates the price in effect at the time of renewal.
8. Call recording
Plans include call recording. Recordings are kept for a maximum of three years.
The actual period depends on the phone system used and the call volume, and it is often shorter than three years. Some systems automatically delete the oldest recordings when storage space reaches its limit, without notice. On request, InfoXtreme tells the client the period that applies to its system.
The client may request a shorter period, for example thirty days or one year. Reducing the period permanently deletes recordings older than the new period. InfoXtreme confirms the request with the client before proceeding and never performs this operation without its consent.
The client is responsible for informing the people whose calls are recorded, and for obtaining their consent when the law requires it. InfoXtreme provides the feature; the client determines how it is used.
Recordings are personal information within the meaning of the law. They are kept on the servers InfoXtreme operates in its hosting provider’s data centres, located in the United States, and the client remains responsible for them with respect to the people concerned.
Administering the phone system technically provides access to recordings. InfoXtreme accesses them only at the client’s request or for the needs of the service. The monthly retrieval of minutes described in section 5 opens no recording. Access leaves a trace in the system logs.
The client may request that recording be disabled on its system.
Administration assisted by artificial intelligence. InfoXtreme administers the phone systems it hosts with the help of an artificial intelligence agent, under the supervision of its staff, who remain responsible for each intervention. This agent’s actions are logged, and it does not listen to recordings of conversations, except at the client’s express request. It relies on an artificial intelligence model provider located in the United States, to which only the information necessary for the task at hand is transmitted and which does not use it to train its models. The text of greeting messages recorded for the client may be processed by a speech synthesis service located in India. No decision concerning a person is made solely on the basis of automated processing.
9. Billing
Plans and recurring options are billed in advance for the coming month. Minutes beyond the plan, text messages and international calls are billed in arrears, for the past month. Licences are billed on their annual renewal date.
Setup fees are billed only once, at the hourly rate in effect, and estimated before the work.
Prices are in Canadian dollars and exclude applicable taxes.
10. Service availability
InfoXtreme continuously monitors the phone systems it hosts and intervenes as soon as an anomaly is detected.
However, InfoXtreme does not guarantee any availability percentage or any recovery time. IP telephony depends on the client’s Internet connection, its Internet service provider’s network, the public telephone network and our network provider’s infrastructure. None of these elements is under InfoXtreme’s control, and an interruption may occur without InfoXtreme being able to prevent it or foresee its duration.
Planned maintenance work is announced to the client in advance when the service may be affected.
11. Nature of the commitment and warranty
InfoXtreme undertakes to provide the service with the competence and diligence expected of a technology service provider, and to devote the means necessary for its proper operation.
The service is provided as is. InfoXtreme does not guarantee that it will be free of interruption, error or defect, nor that it will suit a particular use the client makes of it without having communicated it.
Nothing in this section restricts the warranties the law grants to the client, including those provided for in the Consumer Protection Act when the client is a consumer within the meaning of that Act.
12. Liability
InfoXtreme’s liability to the client, for all claims related to the service, is limited to the total amounts paid by the client for this service during the twelve (12) months preceding the event giving rise to the claim.
InfoXtreme is not liable for indirect damages, including loss of profits, loss of clientele, loss of business opportunities or loss of data, even if it had been informed of their possibility.
InfoXtreme is not liable for the consequences of an emergency call that does not go through or that is routed to the wrong centre, when this results from a civic address that is inaccurate or not updated by the client, a power outage, an outage of the client’s Internet connection, or the use of a device outside the declared address.
These limitations do not apply to InfoXtreme’s gross fault or intentional fault.
When the client is a consumer within the meaning of the Consumer Protection Act, the limitations set out in this section apply only to the extent permitted by that Act. Section 10 of that Act prohibits a merchant from releasing itself from the consequences of its own act, and this section cannot be interpreted as doing so.
13. Term, changes and termination
The service is offered month to month, with no minimum term, unless a written agreement provides otherwise. Annual licences are the exception: they run until their expiry.
The client may end the service by notifying InfoXtreme in writing. The service ends at the end of the period already billed. Amounts paid in advance for a period that has begun are not refunded.
InfoXtreme may amend these terms. Any amendment is published on this page and takes effect thirty (30) days after its publication. The client is informed by email at the address registered in its account. A client who does not accept an amendment may cancel the service without penalty before its effective date, by notifying InfoXtreme in writing. Continued use of the service after that date constitutes acceptance of the amended terms. Amendments required by a law or regulation may take effect without notice.
InfoXtreme may suspend or terminate the service in the event of non-payment, use contrary to these terms, or use that compromises the security or proper operation of the network. Except in an emergency, notice is sent to the client before suspension.
14. Personal information
The handling of personal information is described in InfoXtreme’s Privacy policy, which applies to this service.
Use of the service generates two categories of information. Call records show the date, the numbers, the duration and the direction of each call. Recordings contain the voices of the people taking part in the call. Both also concern people who are not InfoXtreme clients.
Call records are processed automatically, every month, for the sole purposes of measuring billed minutes and verifying that the service is working properly. No decision concerning a person is made on that basis.
Call records and recordings are kept on servers located in the United States, in the data centres of InfoXtreme’s hosting provider. They are therefore communicated outside Quebec. InfoXtreme does not communicate them to any other third party, unless the law requires it, the client requests it, or to the extent described in section 8 regarding administration assisted by artificial intelligence.
15. Governing law
These terms are governed by the laws applicable in the Province of Quebec and the federal laws of Canada applicable therein.
Any dispute relating to the service is submitted to the courts of the judicial district of Joliette, Province of Quebec, unless a provision of public order provides otherwise.
The French version of these terms prevails.
16. Contact us
InfoXtreme 4200, rue Principale Saint-Félix-de-Valois (Quebec) J0K 2M0 Phone: 450 889-7163 info-xtreme.com