Terms of Service

1. Acceptance and scope

These Terms of Service (“terms”) apply to your use of pyloncomms.com (our “website”) and the online tools on it, such as the quote builder, the comparison tool, the switching guide and the SMS compliance kit. By using our website, you agree to these terms. If you don’t agree, please don’t use the website. Our Privacy Policy explains how we handle information.

• Our services are covered by your agreement. Pylon Communications LLC (“Pylon,” “we,” “us”) provides phone, fax and messaging services (our “services”) only under a written agreement with your organization, together with its order forms and price schedule. See our Standard Agreement page. If these terms and your agreement conflict, your agreement controls.
• Notices about our services. Sections 4 through 10 summarize how our services work and rules that apply to them, so you know them before you buy.
• Sending forms for your organization. When you send us a form, you confirm that the information is accurate and that you may share your colleagues’ work email addresses with us for that request.

2. Estimates are estimates

• Usage-based pricing. You pay for the phones, numbers and features you use. Some charges depend on how many calls you make and receive.
• Estimates use your inputs. Our quote builder uses our current price list and the information you enter. Estimated taxes and government fees are estimates. Actual amounts depend on your location, your service and the rates in effect when you’re billed.
• The invoice controls. An estimate is not an offer or a contract. Your agreement and order set your prices and terms, and your invoice shows what you owe.
• Dates. Each estimate shows the date of the price list and of the tax rates it uses.
• Not-to-exceed amounts. A not-to-exceed amount in an estimate is a budgeting figure your board can approve. It includes room for more calling and some growth. It is not a price guarantee or a cap on your bill.
• One-time costs. Optional setup services and phones you buy from us are one-time costs, shown separately from monthly charges. Phone prices are before any sales tax. If you’d like to pay one-time costs over 12 months, we’ll confirm the payment terms in writing with your order.

3. Comparison tool

The comparison tool uses only the numbers you enter, plus our published prices and estimated taxes. It does not contain or use any other provider’s prices. Results are estimates based on the information you entered. Taxes and fees vary by location. Confirm all figures with each provider.

4. Accounts, portals and support

• Customer portals. Our billing portal (https://accounts.pyloncomms.com) and the Pylon Admin Portal (https://portal.pswitch.net) are part of our services. Your customer agreement governs their use.
• Keep sign-ins secure. Keep passwords and sign-in links private. You are responsible for activity under your account. Tell us right away if you think someone has used your account without permission.
• Your network. You manage your own network, including cabling, switches, power for phones, VLANs, DHCP, DNS, firewall settings, Wi-Fi, internet service and power backup. Our support covers our phone service, not your network. Our engineers will tell you what we can see from our side, but we can’t fix your network equipment or internet connection. See our network requirements.
• Staff pages. The admin pages on our website are for Pylon staff only.

5. 911 notice

Pylon’s 911 service works differently from traditional landline 911. A 911 call may fail, be delayed, reach the wrong emergency center, or arrive without your correct location if:

1. you move a phone, softphone or other device to a new address without updating its registered location;
2. a device uses a telephone number that is not native to where the device is located;
3. your internet service, local network or our network is down or congested;
4. electrical power is lost where your equipment is (desk phones, routers and modems typically stop working without power or battery backup); or
5. there is a delay in loading or updating your location in 911 databases.

You must set an accurate dispatchable location (street address plus building, floor, room or suite) for every device, or give it to us to enter, before service starts and whenever it changes. You must acknowledge these limits, and we keep a record of that acknowledgment. Place the 911 labels we provide on or near each device, and make sure every user knows these limits.

Please read our full 911/E911 Disclosure.

6. Multi-line system 911 duties

Most school and office phone systems are “multi-line telephone systems” under federal 911 rules. Our hosted service lets users dial 911 directly, without a prefix such as 9, and sends an email notification to the addresses you choose (such as the front office) when someone dials 911. We test 911 with you during installation. As a customer, you agree to:

• keep direct 911 dialing enabled, and not add dialing rules or settings that block it;
• choose who receives 911 notifications, and keep that list current;
• keep each device’s location accurate; and
• take responsibility for the functions you control, including your configuration, your network, moving users and phones, location updates and notification settings.

7. Messaging

• You are the sender. You are the sender of the text messages you send through our services.
• Register and get consent. Your brand and messaging campaigns must be registered with The Campaign Registry (TCR), the industry registry the wireless carriers use for business texting from regular 10-digit numbers. We’ll help you register, and you must give us accurate information for it. You must also get and keep records of each recipient’s consent, honor opt-outs within the time the law requires, and follow wireless industry (CTIA) and carrier rules.
• Carriers can filter or suspend. Carriers and The Campaign Registry may reject, filter or suspend traffic. We may also pause messaging if a carrier requires it or if traffic breaks our Acceptable Use Policy.
• Fees. Registration, vetting and carrier fees are passed through to you.

Our SMS compliance kit has templates to help you register. The templates are not legal advice.

8. Porting

Porting means moving a phone number from one provider to another. You may port your numbers to another provider at any time. We will not refuse a valid port request because you owe us money, but any balance remains due. We may require a port-out PIN or other verification to prevent fraud. Porting a number out doesn’t end your agreement by itself; to end service, give notice as your agreement describes.

9. Text-to-911

Text messaging through our services cannot be used to reach 911. In an emergency, always call 911.

10. Taxes, government fees and pass-through charges

• Added on top. Our list prices don’t include taxes or government fees. We add them on top of your charges and show each one as its own line on your invoice. Depending on your service and location, these may include federal, state and local taxes and government-required charges, such as Universal Service Fund (USF) contributions and California 911 and public purpose program surcharges.
• Itemized, every month. Each of our charges, and each tax, government fee and pass-through charge, appears as its own line on your invoice. Some of these amounts, such as Universal Service Fund contributions and other cost-recovery charges, depend on government-set rates and on how much of your calling is interstate or in-state, so they can vary from month to month and may be billed before the final amounts are known.
• Our own fee is named as ours. Our monthly Service Fee covers our administrative costs. It is listed on our price list as Pylon’s fee, not as a tax or government charge.
• Pass-through charges. Messaging registration, vetting and carrier fees (section 7) are passed through to you.
• Changes. Taxes and government fees change when governments change them. We may change our own prices with 30 days’ notice, as your agreement describes.
• Exemptions. If your organization is exempt from a tax, send us your exemption certificate. Your agreement explains how exemptions are applied.

11. Acceptable use

You must use our website and services lawfully and follow our Acceptable Use Policy.

When you use our website, don’t:

• try to break or get around its security, rate limits or bot protection;
• send automated or bulk form submissions;
• use our forms to email people who wouldn’t expect it as part of their work;
• give false information or pretend to be someone else; or
• copy or scrape the website in a way that burdens it.

12. Intellectual property and website content

• Our content. The website, including its text, design, logo, price tools and guides, belongs to Pylon or its licensors. “Pylon” and our logo are our marks. Other names belong to their owners.
• Templates you can use. You may copy, adapt and use the templates in our switching guide and the output of our SMS compliance kit for your own organization’s use.
• Links. Our website links to other websites for reference. We don’t control them and aren’t responsible for their content.

13. Disclaimers and limitation of liability

• General information. Our website, guides, templates and tools are provided “as is” and “as available.” They are general information, not legal, tax or procurement advice. Facts about other products are dated and may change.
• No website warranties. To the fullest extent the law allows, we make no warranties about the website or its tools, express or implied, including warranties of merchantability, fitness for a particular purpose and non-infringement. We don’t promise the website will always be available or error-free. Check important figures before you rely on them.
• Website liability. To the fullest extent the law allows, Pylon is not liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits or lost data, arising from your use of the website or its tools.
• 911. To the extent the law allows, including 47 U.S.C. section 615a, Pylon and its service providers are not liable for any failure, delay or error in 911 service. Your customer agreement also applies.
• Where the law doesn’t allow these limits, they apply as far as the law allows. Nothing in these terms limits liability that the law doesn’t allow us to limit.

14. Governing law and venue

California law governs these terms and your use of the website, without regard to conflict-of-law rules. Any dispute about the website will be decided in the state or federal courts in Sonoma County, California. Your customer agreement sets the law and venue for disputes about our services. If a court finds part of these terms unenforceable, the rest still applies.

15. Accessibility and 711 relay

We want everyone to be able to use our website. Our goal is to meet the Web Content Accessibility Guidelines (WCAG) 2.2, Level AA. If any part of the website is hard to use, please tell us and we’ll help you another way.

If you are deaf, hard of hearing or have a speech disability, you can call us through the 711 relay service at 888-958-3242.

16. Changes and contact

We may update these terms. We’ll post the new version here with a new “Last updated” date and effective date. Changes apply to website use after we post them.

Questions? Contact us:

• Mail: Pylon Communications LLC, 548 Market St PMB 37344, San Francisco, CA 94104-5401
• Email: sales@pyloncomms.com
• Phone: 888-958-3242
• Online: our contact form