Terms of Service
Product: Callpilot Provider: Nimuedtm Version: 1.0 — 2026-06-09
1. Subject
These Terms govern the provision of the Callpilot service in SaaS mode combined with a desktop client and Android phones supplied by the Provider as PSTN gateways.
2. Activation
The customer company ("Tenant") registers on the portal https://callpilot.nimuedtm.com. Activation is subject to Provider approval, which verifies company data and configures the maximum number of operators based on the subscribed plan.
3. Payment
Fees are agreed in a separate commercial contract. Failure to pay within agreed terms results in:
- Automatic reminder via email within 7 days of expiry.
- Service deactivation after 15 days of unpaid expiry: the
desktop client switches to read-only mode, incoming/outgoing calls are no longer possible. - Data deletion after a further 90 days of non-recovery, unless written extension request.
4. SLA — Service Level Agreement
| Metric | Target |
|---|---|
| Platform uptime | 99.9% monthly |
| Average one-way audio latency | < 200 ms (p99) |
| Call setup time | < 2 s (p99) |
| Critical support response time | < 4 working hours |
| Disaster recovery RTO | < 4 hours |
| Disaster recovery RPO | < 24 hours |
Failure to meet the monthly SLA entitles the Tenant to a service credit equal to 10% of the monthly fee (for each 0.5% below target) up to a maximum of 50% of the monthly fee.
5. Gateway phones
Android phones are supplied on loan by the Provider. The Tenant is responsible for:
- physical custody of the device;
- payment of telephone traffic via the SIM in the Tenant's name
inserted in the device; - return of the device within 30 days of contract termination.
The device includes proprietary gateway software that cannot be modified. Attempts to reinstall unauthorized firmware result in termination of the contract and the cost of the device being charged.
6. Permitted use
The Tenant undertakes to use Callpilot in compliance with applicable regulations, including:
- Data protection legislation (GDPR);
- Do-not-call register rules;
- Telemarketing codes of conduct;
- Mandatory local rules for cross-border calls.
The Provider may suspend the service in case of abuse reports, retaining data for the time necessary to investigate.
7. Limitation of liability
The Provider is not liable for:
- interruptions due to force majeure (Tenant's connectivity provider
failures, SIM or mobile operator malfunctions, catastrophic events); - indirect damages, loss of profit, loss of chance; - data loss beyond the contractual RPO.
The Provider's total liability shall not exceed the fees paid by the Tenant in the 12 months preceding the event.
8. Withdrawal
The Tenant may withdraw with 30 days' notice. The Provider may withdraw with 60 days' notice or without notice in case of serious breaches.
9. Changes to Terms
Changes to these Terms will be notified with 30 days' notice via email and desktop client dialog. Continued use after entry into force constitutes acceptance.
10. Jurisdiction
Any dispute shall be subject to the exclusive jurisdiction of the courts of [INSERT VENUE], subject to mandatory legal provisions.
Technical draft — legal review mandatory before signing with the customer.