Operator Connect Terms and Conditions

Document reference: DCA
Version 0.25. 30 September 2026.
Effective date: 1 October 2026
Supersedes: none (first published version)

1. About this agreement

1.1 What this covers. This agreement sets out the terms on which we supply Lightwire Calling for Microsoft Teams to you. In this agreement, “we”, “us” and “our” mean the Lightwire entity named on your order form, and “the Service” means Lightwire Calling for Microsoft Teams, delivered via Operator Connect, and any add-ons you order with it.

1.2 The documents that make up your agreement. Your agreement with us consists of this agreement, your order form, the plan and pricing schedule, and our General Business Terms and Conditions, available at www.lightwire.co/terms-conditions-business, and the terms referred to in clause 6. Where they conflict, this agreement prevails over the General Business Terms and Conditions in respect of the Service, and your order form prevails over both in respect of the matters it deals with.

1.3 Relationship with the General Business Terms and Conditions. Clause 4 applies to the Service in place of clause 6.1 of our General Business Terms and Conditions. Recurring charges for the Service are invoiced monthly in arrears, unless otherwise stated in your order form and agreed. In all other respects our General Business Terms and Conditions continue to apply to the Service.

2. The Service

2.1 What the Service is. The Service is a calling service for Microsoft Teams. We supply phone numbers and connect your Microsoft Teams tenancy to the public telephone network, so that your people can make and receive calls from within Microsoft Teams. The Service is delivered via Operator Connect, on Telesmart’s Microsoft-certified platform.

2.2 Users and resource accounts. A user is a person in your Microsoft Teams tenancy who is enabled for calling on the Service. A resource account is an account in your Microsoft Teams tenancy that is not a person, such as an auto attendant or a call queue, with a number assigned to it so it can receive calls. Resource accounts receive calls only. Section 4 charges for each user and each resource account. Your plan and pricing schedule sets out the plan that applies to your users and the charge that applies to each resource account.

2.3 What we provide. We provide the connection between your Microsoft Teams tenancy and the public telephone network; the phone numbers we supply to you and the porting of numbers you bring to us; the provisioning of your account, your users, your numbers and your plan on our platform; the carriage of calls to and from those numbers; and support in accordance with section 7.

2.4 Your Microsoft licences. You must hold and maintain your own Microsoft licences for the Service to work, including a Microsoft Teams Phone licence for each user and for each resource account that requires one. We do not supply Microsoft licences. Microsoft 365 and Microsoft Teams are provided to you by Microsoft under your own agreement with Microsoft.

2.5 Your internet connection. The Service is supplied over an internet or data connection. You are responsible for that connection, your local network and your devices, unless we supply them to you under a separate agreement. Where we do not supply the connection, we cannot control the quality of calls carried over it.

2.6 What the Service does not include. The Service does not include Microsoft licences; the configuration of your Microsoft 365 or Microsoft Teams environment, including users, calling policies, voice routing, auto attendants and call queues; handsets or other devices; or your internet connection. Section 7 sets out what we support and what we do not.

2.7 Where responsibility sits. Porting and faults in the delivery of calls sit with us. The configuration and administration of your Microsoft Teams environment sit with you. Clauses 5.2, 5.3 and 7.3 set out your responsibilities in more detail.

2.8 Emergency calling. The Service can be used to call emergency services, but it works differently from a traditional phone line and there are limitations you need to understand. Those limitations, and the address information you must give us and keep current, are set out in the emergency calling terms referred to in clause 6.

2.9 Microsoft’s programme. The Service depends on Microsoft’s Operator Connect programme and on Microsoft Teams. Where Microsoft changes or withdraws either of them, we will tell you as soon as we reasonably can and will work with you on the options available at that time. We are not responsible for a change Microsoft makes to its own services. Clauses 3.9 and 3.10 set out what happens if we withdraw the Service.

3. Term and cancellation

3.1 Term. The Service is supplied on an open term and continues on a month to month basis until it is cancelled in accordance with this section 3.

3.2 No minimum term or early termination charge. No minimum contract term applies to the Service, and no early termination charge is payable.

3.3 How you cancel the Service. You may cancel the Service at any time by giving us one month's written notice. Cancellation takes effect at the end of that month unless we agree a later date with you. Charges continue to accrue until the Service ceases.

3.4 Ceasing individual users and resource accounts. You may cease any user or resource account at any time, without notice. Charges for that user or resource account stop accruing on the day it ceases, and that day is counted as a full day in accordance with clause 4.5. Ceasing a user or resource account is not a cancellation of the Service.

3.5 Ceasing every user does not cancel the Service. The Service continues, and the charges that apply to it continue, until you cancel it under clause 3.3. Reducing your users and resource accounts to zero does not cancel the Service and is not notice of cancellation.

3.6 Porting your numbers away does not cancel the Service. Porting your numbers to another provider does not cancel the Service and is not notice of cancellation. If you want the Service to end, you must tell us under clause 3.3.

3.7 What happens when the Service ends. When the Service ends we deprovision it, and the numbers used with it are recovered in accordance with our numbers and porting terms. You may receive a final invoice after the Service has ceased, in accordance with clause 4.14.

3.8 Our rights. Our rights to suspend or cancel the Service are set out in our General Business Terms and Conditions and in clause 5.7 of this agreement.

3.9 If we withdraw the Service. We may withdraw the Service from supply. If we do, we will give you at least 90 days' written notice before the Service ends. You are not charged any fee for a withdrawal under this clause, and charges stop at the end of the notice period. During the notice period you may port your numbers to another provider under our numbers and porting terms, and we will continue to support that porting after the Service ends for you.

3.10 Where we cannot give the full notice. Where the Service must end sooner because a supplier of ours, or Microsoft, ceases to provide something the Service depends on, and we cannot give 90 days' notice, we will give you as much notice as is reasonably practicable and will tell you why. Everything else in clause 3.9 continues to apply, including that you are not charged a fee and that we help you port your numbers.

3.11 Changes to this agreement. We will give you at least 30 days' written notice of an increase to your charges, or of any other change to this agreement that is to your detriment. If you do not accept the change, you may cancel the Service with effect before the change takes effect, despite clause 3.3, and no early termination charge applies.

4. Charging, billing period and invoicing

4.1 Billing period. Charges for the Service are calculated by reference to a billing period commencing at 00:00:00 on the 15th day of a month and ending at 23:59:59 on the 14th day of the following month, New Zealand time. The billing period is not a calendar month. Recurring charges and usage charges are calculated by reference to the same billing period.

4.2 How charges accrue. Charges for users and resource accounts accrue daily across the billing period, from the day the service becomes active until the day it ceases. At the close of the billing period the accrued amount is finalised and invoiced. Usage is rated, and any included allowances, bundles or fair use entitlements applicable to your plan applied, only once the billing period has closed. Any usage or charge information made available to you during a billing period is indicative only, is not final, and does not represent the amount that will be invoiced.

4.3 Full billing period. Where a user or resource account is active for the whole of a billing period, the full monthly charge applies.

4.4 Part billing period. Where a user or resource account is active for part of a billing period, because it was activated after the commencement of that period, ceased before the end of that period, or both, the charge for that period is the monthly charge divided by the number of days in that billing period, multiplied by the number of days for which it was active, rounded to the nearest cent.

4.5 What counts as a day. For the purposes of clause 4.4, a day means a full calendar day commencing at 00:00:00 New Zealand time. The day on which a user or resource account is activated and the day on which it ceases are each counted as a full day, irrespective of the time of day at which activation or cessation occurs. Where a user or resource account ceases and is reactivated on the same day, that day is counted once.

4.6 More than one period of activity. Where a user or resource account is activated and ceases more than once within the same billing period, the charge for that period is calculated under clause 4.4 by reference to each period during which it was active within that billing period.

4.7 No reversal or credit. Charges recorded against a billing period are payable for that billing period. Cessation of a user or resource account prevents further charges accruing from the date of cessation but does not reverse, reduce or give rise to a credit in respect of charges already accrued for days on which the service was active.

4.8 Your plan applies to your whole account. All users on your account are on the same plan. Users cannot be placed on different plans from each other. Resource accounts are not on a plan: each carries the resource account charge in your plan and pricing schedule, whichever plan your account is on. A plan change applies to your whole account, takes effect at the close of the billing period in which it is requested, and the charge for the new plan applies to every user from the commencement of the following billing period. No part-period charge arises from a plan change.

4.9 Length of the billing period. The number of days in a billing period varies between 28 and 31. The daily rate applied under clause 4.4 varies accordingly. Over a full billing period the charge is the full monthly charge regardless of the number of days in that period.

4.10 What prorates and what does not. Clauses 4.3 to 4.7 apply to recurring charges for users and resource accounts. Usage charges are invoiced on the basis of usage recorded during the billing period and are not prorated. One-off charges are invoiced in the billing period in which they arise.

4.11 Invoicing. Charges for a billing period are invoiced in arrears under an invoice dated the last day of the month in which that billing period closes, issued on the first day of the following month.

4.12 Payment. Invoices for the Service are payable in accordance with our General Business Terms and Conditions, including the payment due date and the late payment provisions set out in those terms.

4.13 First invoice. Charges are invoiced only after the billing period in which they arise has closed. Your first invoice will be issued on the first day of the month following the month in which your first billing period closes, and will cover only the days from the date your service became active to the close of that period. Depending on when in the billing period your service is activated, your first invoice may be issued up to approximately seven weeks after activation, and will usually be lower than a full monthly charge.

4.14 Final invoice. Charges accrued up to the effective date of cancellation are invoiced in accordance with clause 4.11. You may therefore receive a final invoice after the Service has ceased.

4.15 Usage information. You can see the calls made on the Service, itemised, in the service management portal. Usage shown during a billing period is indicative only. Calls are rated, and any included allowances applied, only once the billing period has closed, so what you see in the portal during a period will not match your invoice until the period ends. Clause 4.2 explains why.

4.16 Unlimited calling and fair use. Where a plan includes unlimited calling, that calling is governed by our voice fair usage policy, available at www.lightwire.co/voice-fair-use-policy. That policy forms part of your agreement under clause 6.1, and sets out what fair use means and what we may do where use is not fair.

4.17 Numbers and porting. Phone numbers are not included in the plan charge or the resource account charge. Each number or block of numbers allocated to the Service is charged monthly at the rates in your plan and pricing schedule, from the day it is allocated, whether or not every number in a block is in use. There is no setup fee on any number. Porting a number to us is a one-off charge at our porting rate card, published in Illume, our customer portal, and is added to the invoice for the billing period in which the port completes. We do not charge you to port a number away.

5. Responsibility for charges, security and credit control

5.1 Responsibility for charges. You are responsible for, and must pay, all charges incurred through the Service, including charges arising from use of the Service that you did not authorise or intend, where that use arises from or is enabled by any act, omission, configuration or failure of security within your control or the control of your personnel, contractors or end users. This applies to calls to any destination, at any volume, at any time.

5.2 Security of access. You are responsible for the security of all credentials, accounts and systems under your control that can be used to access or configure the Service, or to originate calls. This includes your Microsoft 365 or Teams tenancy, your administrator accounts, the service management portal, and any device or application connected to the Service. You must keep those credentials secure, control who holds them, and remove access promptly when it is no longer required.

5.3 Configuration and ordering. You are responsible for the configuration of the Service within your own environment, and for the services, users, numbers and add-ons you order. This includes charges arising from configuration errors, misdirected or looping call routing, call forwarding, unrestricted international or premium-rate dialling, unattended or automated call generation, and services or users ordered in error or left active once no longer needed.

5.4 No credit limit or spend cap. We do not apply a credit limit, spend cap or usage threshold to the Service, and do not monitor your usage for the purpose of limiting it. Charges accumulate without limit until the underlying service is changed, barred or disconnected. If you require a limit on your exposure, you must apply it within your own environment.

5.5 Network protections. We and our suppliers operate network-level fraud and abuse controls that may block, bar or suspend calling, including calling to particular destinations, without notice. These controls exist to protect the network, operate on shared infrastructure, and may interrupt or restrict your Service. They are not a spend cap, they are not tailored to your account, and you must not rely on them to prevent or limit charges. We will restore affected calling once the cause has been dealt with.

5.6 Suspicious activity. If you become aware or suspect that the Service, your credentials or your environment has been compromised or is being used without authorisation, you must notify us as soon as reasonably practicable and take reasonable steps to stop the activity. Charges continue to accrue until the activity stops.

5.7 Our right to act. Where we reasonably suspect fraudulent or unauthorised use of the Service, or usage that materially increases the charges accruing on your account, we may bar calling to particular destinations, restrict the Service, or suspend the Service. We will use reasonable efforts to contact you before doing so, and where it is not practicable to do so first, will notify you as soon as reasonably practicable afterwards. We will restore the Service once we are reasonably satisfied that the cause has been resolved.

5.8 Exception. Clauses 5.1 to 5.3 do not make you responsible for charges to the extent those charges are caused by:

(a) our breach of this agreement;

(b) a fault or error in our own systems or those of our suppliers; or

(c) us failing to take reasonable steps to stop the activity after you have notified us under clause 5.6.

6. Terms published on our website

6.1 Terms that apply. The following terms form part of this agreement and apply to the Service: our emergency calling terms for the country in which the Service is supplied to you, being the Emergency calling terms for New Zealand at www.lightwire.co/emergency-calling-terms-nz or the Emergency calling terms for Australia at www.lightwire.co/emergency-calling-terms-au; our Numbers and porting terms at www.lightwire.co/numbers-and-porting-terms; our Voice fair usage policy at www.lightwire.co/voice-fair-use-policy; and, where the Service is supplied to you in Australia, our Voice carrier information for Australia at www.lightwire.co/voice-carrier-information-au.

6.2 Which version applies. The version of each of those terms in force at the date of your order applies to the Service, unless we notify you of a change in accordance with those terms.

6.3 Getting a copy. We will give you a copy of this agreement, and of the version of each of those terms that applies to the Service, on request, at no charge.

7. Support

7.1 What we support. We support the calling service we provide to you, and the provisioning of that service on our own platform. That means faults in the delivery of calls to and from the numbers we supply or port for you, and issues with the provisioning of your account, your users, your numbers and your plan on our platform.

7.2 What we do not support. We do not support anything within your Microsoft 365 or Microsoft Teams environment. That includes setting up or changing users, designing or changing how your calling works, changes to Teams calling policies, changes to voice routing, the configuration of or changes to auto attendants and call queues, and call quality issues arising from your internet connection, your local network, your devices or Microsoft’s service. Where you need help with any of these, we can refer you to a provider who offers it, or quote for it separately.

7.3 What you are responsible for. You are responsible for your own environment and everything within it, including your Microsoft 365 and Microsoft Teams tenancy and its configuration, your Microsoft Teams Phone licences, your internet connection, your local network, your devices and handsets, and the administration and support of your own users. Clauses 5.2 and 5.3 set out your responsibilities for security and configuration.

7.4 Microsoft’s service. Microsoft Teams is provided to you by Microsoft under your own agreement with Microsoft. We are not responsible for the availability or performance of Microsoft Teams, or for any change Microsoft makes to it. Where a fault is caused by Microsoft’s service, we will tell you and will help you identify the cause, but resolving it is a matter between you and Microsoft.

7.5 Reporting a fault. Report faults to us by phone on 0800 534 567 from New Zealand or 1300 016 678 from Australia, or by email to support@lightwire.co.

7.6 Service levels. We will use reasonable efforts to respond to and resolve faults reported under clause 7.5.

7.7 Helping us fix a fault. You must give us the information and access we reasonably need to investigate and resolve a fault. That includes making available a contact who is able to make changes in your Microsoft Teams tenancy, and carrying out reasonable tests we ask you to carry out.

7.8 Faults outside the Service. Where we investigate a reported fault and find that its cause lies outside the Service, we will tell you what we found and where the fault sits. Our investigation ends at that point. We do not troubleshoot faults inside your Microsoft 365 or Microsoft Teams environment, your internet connection, your local network, your devices, or Microsoft's service, and you will need to continue with the provider responsible for that part. We do not charge you for an investigation that ends this way. Where you want our help with something outside the Service, we can refer you to a provider who offers it, or quote for it separately.

7.9 How to complain. If you are unhappy with the Service or with how we have dealt with you, contact us using the details in clause 7.5. Our complaints policy for Australia is at www.lightwire.co/complaints-policy-au. If we cannot resolve your complaint, you can contact the Telecommunications Industry Ombudsman in Australia or Telecommunications Dispute Resolution in New Zealand.

8. Trials

8.1 Trial services. We may make the Service available to you as a trial before you take it as a paid service. A trial is provided so you can evaluate the Service. It is not a commitment by either of us to enter a paid agreement. A trial is not a contract: no minimum term, notice period or order form applies to it. This section describes how trials work, so you know what to expect during and after one.

8.2 No charge during a trial. Use of the Service during a trial is not charged, including calls made during the trial.

8.3 Trial period. A trial runs for 14 days from the date it is set up. The trial period cannot be extended. To keep using the Service after the trial period you must move to a paid service, either as a paid trial where the Service continues on a chargeable basis, or on a plan set out in your plan and pricing schedule.

8.4 Calling during a trial. Calling during a trial is limited to national and mobile calls within New Zealand and Australia. International, premium rate and other excluded destinations cannot be called during a trial.

8.5 What happens at the end of a trial. At the end of the trial period, either the Service moves to a paid service under this agreement, or the trial ends and the Service and any numbers used with it are deprovisioned. We will contact you before the trial period ends to establish which applies. If the position is not agreed by the end of the trial period, the trial ends.

8.6 When charges begin. Where a trial moves to a paid service, charges begin on the date it moves and are calculated for that billing period in accordance with clause 4.4. No charge arises for any part of the trial period.

8.7 Emergency calling and address information during a trial. The terms referred to in clause 6 apply to a trial in the same way they apply to a paid service. Numbers used during a trial are live, so you must give us accurate service address information before the trial begins and keep it current.

8.8 Ending a trial early. You may end a trial at any time by notifying us in writing. We may end a trial at any time, and will give you reasonable notice before doing so unless we are ending it under clause 5.7.

9. Trademarks

Microsoft, Microsoft Teams, Microsoft Teams Phone and Operator Connect are trademarks of the Microsoft group of companies. Lightwire is an independent provider and is not affiliated with, endorsed by, or sponsored by Microsoft.