Terms of Service

The FOLLOWING terms of service govern the agreement between csg-cloud, llc (HEREINAFTER REFERRED TO AS; “WE”, “US”, “csgC” , OR “CSG-CLOUD”) and the user (HEREINAFTER REFERRED TO AS; “you,” “User,” or “Customer”) of the CSG-Cloud website, services and/or products.  By ACKNOWLEDGING THIS AGREEMENT AND activating or using our services, you represent that you are of legal age, have full authority to enter into this agreement and that you have fully read, understand, and accept these terms and conditions and our other policies (collectively, the “agreement”)

  1. 911 Emergency dialing and limitations
    1. Upon entering into this service agreement with CSG-Cloud, we will automatically provide access to emergency calling services, allowing most users to access either basic 911 or enhanced 911 (E911) service.  Your access depends on your location and/or the device you are using.  Emergency services will not function in the event of an internet or power outage, or if your ISP (Internet Service Provider) or CSGC Service is terminated.
    2. Customer must immediately register the address of the physical location that each device will be located AS PART OF ordering your Service.  If you relocate your device, you must immediately update the registered address with the new physical location with CSGC through the Administrative Portal.  Failure to update the registered address may result in any 911 calls routed from the device to be sent to the wrong emergency response center and may not transmit your current location information to emergency responders. If a 911 call routed from your device cannot be directed to local emergency response center, it will be directed to the National Emergency Call Center (NECC).  Calls directed to the NECC may or may not include your CSGC telephone number or physical address.  You should always be prepared to provide the emergency dispatcher with your CSGC phone number and physical address.  CSG-Cloud does not control whether or not the emergency operator receives your telephone number or physical address.  Additionally, you may incur other fines and penalties, including service provider charges, as a result of improper dispatch of emergency services.
    1. Customers must notify any persons who may place calls using the Services or may be present at the physical location where the Services may be used, of the limitations of CSGC’s 911 Service from your VoIP phone, other equipment, or the CSGC soft-phone. Customer must affix a CSGC provided sticker cautioning that 911 services may be limited or inaccessible in a clearly visible place on each piece of equipment/hardware that may be used to access or use the Services.
    2. Use by Customer, authorized personnel, guests and other third parties, of CSGC’s 911 Services are subject to the limitations described herein. The availability of certain features, such as conveyance of a physical address or your CSGC telephone number, depends on whether local emergency response centers support those features, and other factors outside of our control. CSG-Cloud relies on qualified third parties to assist us in routing 911 calls and text messages to local emergency response centers and to the NECC. The facilitation over local emergency response centers, the NECC, emergency responders, or other third parties is outside of CSGC’s control.  Additionally, CSGC disclaims all responsibility for the conduct of local emergency response centers, the NECC, third parties engaged by Customer to facilitate address updates, and all other third parties involved in the provision of emergency response services. To the extent allowed by applicable Law, you hereby release, discharge, and hold harmless CSG-Cloud from and against any and all liability relating to or arising from any acts or omissions of such third parties involved in the handling of or response to any emergency or 911 call.  Customer indemnifies and holds harmless CSG-Cloud, and any third-party provider(s) from any and all third-party claims, losses, damages, fines, or penalties arising out of:  Customer or its End User’s providing CSGC with false information, including physical addresses, or failure to update a physical address; Customer’s negligence to properly notify any person who may place calls using the Services of the 911 limitations; or the unavailability, failure, or outage of emergency service dialing using the Services for any reason; and the inability of any End User to be able to dial 911 or access emergency service personnel for any reason.
  1. Definitions

Services- All services and products provided by CSGC and set forth by an order

Order (PO) – A binding agreement for Services by Customer describing type of service and quantity

Term- A pre-set period of time, which starts on the start date of the applicable order, and continues in thirty-day increments.          

Affiliates-  Subcontractor/Installer whom CSGC dispatches on CSGC’s behalf.

Equipment – any phone, accessory, device or hardware provided by CSGC

Supplier- Hardware equipment provider/manufacturer

End User- Authorized Person(s) entering into agreement with CSGC

Administrative Portal- Console from which you can manage the Administrative features of your plan.

Customer Portal- Console which allows users to administer basic changes to certain plan features, authorized by Administrative Personnel

Payment Account- credit, debit, or any payment card or account on file with CSGC used to sign up for Services or purchase additional services via Administrative Portal

Solvency Event- The threat of imminent voluntary or involuntary bankruptcy filing that results in the publication or broadcast of information which can reasonably be expected to damage one’s reputation.

Termination Request- Request made by Customer to discontinue CSGC Services at least thirty days prior to the expiration of the current term.

  1. services
    1. Ordering Services and Term
      1. Customer may order Services by submitting an Order in the format provided by CSG-Cloud or CSGC Affiliate on the CSGC website, or for subsequent Orders via the Administrative Portal.  The Services will begin on the start date as determined on the applicable Order and shall continue in thirty-day increments thereafter, unless and until services are terminated by either party and in accordance with the Agreement.
      2. Services will automatically renew every thirty days. Customer must submit  written notice of non-renewal/termination request at least thirty days before the expiration of the then- current Term.
      3. The Term of any recurring Services added to the Account after the initial Order is submitted will start on the start date of the subsequent Order, will run at the same time as the current Term of any pre-existing services and will be billed on the same billing cycle as the pre-existing Services.
    2. Equipment
      1. Customer may BYOD (Bring Your Own Device) OR purchase/lease equipment from CSG-Cloud, LLC for use with our Services. Equipment/hardware is limited to devices that are VoIP compatible.  Financing options are available at CSGC’s sole discretion and upon Customer request on a case by case basis.   
      2. Equipment related pricing, discounts, financing and/or promotions provided in a Purchase Order apply solely to the specific equipment ordered. CSGC makes no commitment and shall have no obligation with respect to future pricing or availability of hardware and equipment.
      3. Customer acknowledges that CSG-CLOUD is not the Supplier of the Equipment.  Subsequently, all Equipment/Hardware sold is subject to the express warranty terms, if any, specified by the original Supplier. We will pass along to Customer all warranties that CSGC is expressly authorized by the original Supplier to pass along to Customer.  If no warranty exists, User accepts Equipment “as is” and will be responsible to replace and/or repair in the event of a defect.
      1. Customer shall immediately notify CSG-Cloud if any Equipment provided to Customer proves to be defective within the Supplier’s warranty period.  Upon receipt of notification of such claim, CSGC shall notify Customer whether, as a matter of Supplier policy, the Claim must be submitted directly with the Supplier or indirectly through CSGC.  In the event the Claim must be handled directly between Customer and Supplier, CSGC shall provide contact details to enable Customer to contact Supplier.  In the event the Claim will be handled by CSGC, then CSG-Cloud shall provide Customer with a RMA (return material authorization) for Customer to return the Equipment/Hardware to CSGC, and Customer shall return such Equipment to us in accordance with these conditions and CSGC’s current RETURN POLICY (which shall be made available to Customer upon request).
        1. For all returned Equipment (whether pursuant to a warranty claim or otherwise) CSGC will, on the Customer’s behalf, initiate a RMA request with Supplier.  Following such request, CSG-Cloud shall provide RMA number and issue a shipping label to Customer via electronic exchange.
        2. No Equipment or Hardware may be returned to CSG-Cloud without a valid RMA number clearly affixed to the Equipment packaging.   Any Equipment returned without a valid RMA number displayed on the Equipment’s packaging will be refused and/or returned.  CSG-Cloud shall not be required to disburse replacement Equipment to Customer until we are in receipt of the original Equipment/Hardware being returned.  Notwithstanding the foregoing, upon receipt of notification of any warranty claim within the first ninety days after receipt of the Equipment/Hardware by Customer, CSGC shall process such warranty claim per Supplier procedures and ensure the shipment of a replacement Equipment/Hardware to User.  Replacement Equipment may be new or used.  After the first ninety days from receipt of Equipment by Customer, and unless otherwise directed by CSGC, the Customer must contact the Supplier directly for any warranty repair or replacement services.
        3. During the first ninety days after Customer’s receipt of the Equipment, CSG-Cloud is responsible for all shipping cost in association with a warranty claim (including, without limitation, both return of the defective Equipment and shipment of the replacement Equipment).  Shipping costs for warranty claims made after such initial ninety-day period is the sole responsibility of User.
        4. Customer agrees that CSG-Cloud’s sole liability to Customer regarding any defective equipment claim is limited to the administration of such claims with the Supplier, and as set forth herein.  After the first ninety days from Customer’s receipt of Equipment, CSG-Cloud’s liability to Customer regarding any defective equipment claims is limited to and is expressly reliant upon CSGC’s ability to obtain a refund, credit or replacement Equipment from the Supplier.  CSGC has no obligation to accept a return of Equipment where the Customer fails to comply with Supplier’s policy on Equipment returns.
        5. CSGC assumes no responsibility or liability for administering any defective Equipment claim or any other claim resulting from normal wear and tear, misuse, negligence, accident, abuse, or use which is not in accordance with Supplier’s Equipment documentation, modification or alteration not authorized by Supplier, or use in conjunction with a third-party product.  CSG-Cloud reserves the right to determine whether any Equipment is defective.
      2. Customer shall be responsible for all stolen, lost, or broken Equipment/Hardware (except to the extent covered by warranty) and for ensuring that any equipment acquired by Supplier used with our Services is in reasonable working condition and configured in accordance with CSG-Cloud’s Device Compatibility and Technical Requirements Sheet.
      3. Equipment Rental and Financing
        1. Where Customer orders Equipment pursuant to a payment plan, Customer shall pay for such ordered Equipment according to such plan’s schedule and for the entire term, which shall be set forth in the applicable Order, or monthly and twenty-four months if not set forth therein.  Customer may terminate any payment plan after having given thirty days' written notice to CSGC.  In the event of termination of payment plan for any reason, all unpaid amounts owed to CSGC shall immediately become due and payable at time of termination.
    1. Provision of the Service
      1. CSGC will provide the Services as described in the relevant Order.  CSGC may enhance, replace, and/or modify the features of the Services, but will not significantly reduce the primary features, security, or function of the Services during the Term without the Customer’s consent.
      2. CSG-Cloud may periodically push software updates directly to Customer’s Equipment for installation and Customer expressly authorizes CSGC to do so. Customer must immediately implement all fixes, updates, replacements and upgrades of software provided by CSG-Cloud. CSGC will not be liable for inoperability of the Services or Service failures due to Customer negligence regarding implementation of the required changes.
      3. Subcontracting – CSG-Cloud may provide any of our Services

through a subcontractor provided that CSGC will convey the same degree of responsibility for acts and omissions for those subcontractors acting solely on CSGC’s behalf.

      1. Customer Support
        1. If you are having problems connecting to the internet, you must contact your ISP to ensure proper network connectivity.
        2. Support tickets can be created by contacting support@csg-cloud.com.   If your phone lines are down or immediate response is necessary, please call 1-856-658-8647 Ext. 1.
        3. A support ticket will be considered open after Customer provides CSGC with Account number, email address or telephone number verbally or written. Upon receipt of all such information, CSGC will create a time stamp for the generation of an active trouble ticket.
    1. Service Limitations
      1. The Services are contingent upon Customer’s maintenance of sufficient internet access, networks, and power.
      2. Customer acknowledges and agrees that; the requested Services will not be uninterrupted, error-free, or available one-hundred percent of the time. Although we strive to maintain a 99.999% uptime, any and all Services may be unavailable during an undetermined or pre-determined period of time, and communication may not always be delivered to their intended destination or without loss of data; data transmitted or stored through the Services may be exported in a variety of ways, including without limitation via third party integrations, other features that inter-operate with third-party offerings, or local or external download.   CSGC shall not be responsible for any such exported data or any loss of such data. Use of mobile applications may utilize underlying third party cellular and or data services and thus may result in usage or other charges associated with third-party services.
    2. Use Policies
      1. Acceptable Use – CSG-Cloud reserves the right to immediately and, without prior notice to the Customer, terminate, suspend or restrict Customer’s Service if CSGC reasonably, and in our sole discretion, suspect any inappropriate conduct, fraudulent, or illegal activity.  In the event of such,  Customer will be responsible for full charges of the current Term, including any unbilled charges, and termination fee (if applicable), all of which become immediately due and payable upon termination of your service.  If CSGC believes that the Customer has used the Service or Equipment in an unlawful manner, we may present the relevant information to the appropriate authorities. In addition, CSG-Cloud will provide information in response to law enforcement requests, subpoenas, court orders, to protect CSGC’s rights and property and in the case where failure to disclose the information may lead to inherent harm to the Customer or others.
    3. Suspension and Restriction
      1. In addition to CSGC’s other rights and remedies under the Agreement, CSGC may suspend some or all of the Services where; CSGC reasonably determines that such action is necessary to avoid actual or likely harm or damages to, or liability for, any party, provided that CSGC immediately notifies Customer of suspension, in advance if applicable, and Customer will not be responsible for fees for such Services for the period of suspension if not due to Customer’s breach of Agreement.
      2. Customer shall not relocate the Service or device to another party WITHOUT OUR PRIOR WRITTEN CONSENT. Customer is prohibited from using the Service or device for auto-dialing, telemarketing (including charitable or political solicitation or polling), fax or voicemail broadcasting, and fax or voicemail blasting.  CSGC reserves the right to immediately suspend or modify your Service if CSGC, at our sole discretion, determines that your use of Service or device is, or was, contrary to normal usage patterns. In addition, Customer will be required to pay higher rates for service for all Terms in which your use of the Service or device was contrary to normal usage.  If Customer forecasts justifiable but unusual use, Customer should contact CSG-Cloud Support in advance to avoid any disruption in normal Service operation.
  1. Invoicing and payments
    1. Prices and Charges
      1. All prices and fees are classified in US dollars and your billing will be determined based on the Services and options you choose.  Customer is responsible for all charges as a result of use of Services on the applicable Account.  Customer agrees to immediately notify CSGC if you become aware that Services are being stolen or fraudulently administered.
    2. Billing and Payment
      1. CSGC will bill you for the first full month of Service, along with an activation fee, if applicable, upon signup.  All Services and Equipment must be purchased via valid credit or debit card, check, electronic check, ACH, or wire transfer at the time of purchase, other than those for which CSG-Cloud, LLC has agreed to payment by invoice.  In addition, Customer’s supplied Payment Account shall be used for any in-month purchases of additional Services and Products, or where Customer has exceeded usage or threshold limits, or any overage charges.
      2. At all times, other than those periods for which payment of all billed amounts is by invoice, Customer shall maintain on file with CSG-Cloud or the CSG-Cloud Affiliate (as applicable) complete, accurate, and up-to-date information for at least one valid, working credit card or Payment Account (sufficient to permit ACH withdrawals). Payments of all billed amounts, other than those that CSG-Cloud has agreed to payment by invoice, shall be by such card, or ACH withdrawal from such account, at or near time of billing, and Customer hereby authorizes CSG-Cloud, LLC to make such charges or withdrawals.
      3. If Service is offered with a free trial, you will not be able to use the Service after the free trial period, unless payment for first full month of Service is paid in full.
      4. Customer may pay billed amounts by invoice, to the extent agreed by CSG-Cloud, payments of those billed amounts shall be made by credit card, check, e-check, ACH, or wire transfer, and due within fourteen days of the invoice date.  Each such agreement is at CSG-Cloud’s sole discretion, and may not be revoked by CSG-Cloud, except upon the event that, in CSG-Cloud’s reasonable discretion, the Customer’s credit worthiness or solvency is in question (which such events shall include without limitation Customer’s default on any of its financial obligations or a Solvency Event with respect to Customer or any entity that owns or controls it).
      5. Credit and Debit card payments are subject to the approval of the card issuer, and CSG-Cloud will not be liable in any way if a card issuer refuses to accept a credit or debit card for any reason.  Customer is responsible for any credit card chargeback or similar fees for refused or rejected payments that CSG-Cloud is entitled to charge under this Agreement.  If the payment card is rejected, CSG-Cloud will notify the Customer, using the contact information associated with the Customer Account.  CSG-Cloud may continue to attempt charging the Customer’s payment card for outstanding charges and additional fees,  and/or refer Customer’s  account to a collection agency,  along with any other rights and remedies available to CSG-Cloud under this agreement, at law or in equity.
      6. Unless otherwise stated at the time of purchase or on the invoice, payment is due, in full, within fourteen days of the date on the invoice.  Any payment not made when due will be subject to a late payment fee equivalent to the lesser of one-point-five percent (1.5%) per month or the highest rate allowed by law.
      7. CSG-Cloud’s acceptance of late or partial payments (regardless of how they are marked) will not waive or limit in any way CSG-Cloud’s rights to collect any amount due. CSG-Cloud may terminate, in our sole discretion, the Services and this Agreement for non-payment if any fees or charges are not paid within thirty days of the due date.
    3. Billing Disputes
      1. If Customer reasonably and in good faith disputes any portion of CSG-Cloud’s charges, Customer must provide written notice to CSG-Cloud within thirty days of invoice date, identifying the reason for dispute and amount being disputed.  Failure to dispute a charge within such period shall constitute a complete and irrevocable waiver of Customer’s right to dispute such billed amount.  Customer’s dispute does not waive Customer’s obligation to timely pay the undisputed portion of the service.  Upon resolution of the dispute, Customer must pay any unpaid amount within fourteen days.  Any amounts that are found to be in error resulting in an overpayment by the Customer will be applied as a billing credit against future charges.  Customer will be reimbursed for any outstanding billing credit at the expiration or termination of the Agreement.
    4. Taxes
      1. Customer shall be liable and responsible for all taxes, levies, imports, exports, customs, duties, charges, fees, or similar governmental assessments, including value-added tax, sales, use, withholding, public utility, or universal service taxes or fees and emergency surcharges assessed or assessable by any government, fiscal, or other authority, or recoverable by CSG-Cloud, LLC, in respect of ordered Products, other than those assemble against CSG-Cloud, LLC based solely on its income. If any withholding tax is levied on the payments, then Customer must increase the sums paid to CSG-Cloud so that the amount received by CSG-Cloud after the withholding tax is deducted is the full amount CSG-Cloud would have received if no withholding or deduction had been made.  If you are exempt from payment of such taxes, you must provide CSGC a valid tax exemption certificate authorized by the appropriate taxing authority.  Tax exemption will only apply from and after the date we receive such certificate.
  2. Termination
    1. Upon request to terminate this agreement, CSGC shall refund any monetary amounts unused and pre-paid for.  No other termination of Agreement shall relieve the Customer of such commitment or entitle Customer to any refund, and in no event shall termination or expiration of the Agreement relieve the Customer of its obligation to pay any amount incurred prior to such termination or expiration.
    2. Upon receipt of a Termination Request by Customer, any and all Equipment supplied and owned by CSGC must be returned in full working condition.  Customer agrees that CSGC may continue to charge your Payment Account at the monthly Service rate, plus any additional applicable charges, through the date CSGC receives the Equipment.  Customer agrees that CSGC may charge Customer for current total cost of replacing Equipment not returned within fourteen days of termination.
    3. Only Customer accounts that are active and in good standing are able to port current numbers to another service provider.
  3. Limitation of LIABILITY
  4. Indemnification
    1. Customer agrees to indemnify and defend CSG-Cloud and its Affiliates at Customer’s expense, from and against any third party claims arising from a material violations of applicable law by the Customer or its End Users in connection with use of the Services, use of Services in a manner not authorized by this Agreement; failure to comply with installation of any updates of software or firmware or accept and use modified or replacement items provided by CSGC, or claims relating to customer content (communications transmitted and/or stored through the services.). Customer must notify CSGC immediately if they suspect or become aware of Services that are being used fraudulently or without consent by any End User or third party. Failure to notify CSGC may result in suspension or termination of the Services and additional charges resulting from such use.  CSGC will not be liable for any charges resulting from misuse of customer’s account.
  5. Survival
    1. The limitations of liability and provisions of this Agreement will survive termination or expiration of this Agreement and apply in any and all cases that by its nature, is intended to survive.
  6. Dispute resolution
    1. Before either party seeks legal action, each party shall, provide written notice to the other party documenting in detail the specific provisions of the Agreement, if any, allegedly breached.  Each party shall make a reasonable and good faith effort to resolve such dispute.
    2. In the event that both parties are unable to resolve such dispute, any related action, lawsuit, or proceeding must be brought in and adjudicated exclusively by state or federal courts located in Citrus County, Florida.
  7. Intellectual property
    1. All intellectual property, title, and interest in the Services and relevant software, API’s, tools, functionalities, applications, and all configuration designs, code and other work originated or adapted by CSG-Cloud or our Affiliates shall remain exclusively with CSG-Cloud and/or our Affiliates.  Customer agrees that CSGC shall be free to use, license, and appoint all intellectual property resulting from any recommendation, improvement, enhancement or other feedback that Customer may provide to CSGC or our Affiliates.
    2. Use of Marks – CSGC may recognize a Customer as a customer by use of trademarks or logos for advertising and/or marketing purposes.
  8. Severability
    1. If any part of this agreement is legally deemed invalid or unenforceable, all other parts of this Agreement will remain valid and legally binding.  The failure of either party to enforce any part of the Agreement shall not constitute a waiver of such right on any later occasion.
  9. Warranties
    1. Other than warranties CSGC is able to pass through from Supplier to Customer on Equipment, CSG-Cloud offers no warranties of any kind, express or implied including but not limited to warranties of merchantability, fitness of the Service or device for a particular purpose, non-infringement, accuracy, noninterference, title, compatibility, integration, or any warranty arising from a course of dealing, or course of trade, or course of performance or any warranty that the device or Services are “error free” or will meet Customer’s requirements. If your equipment did not come with a warranty, Customer agrees and accepts the Equipment “As Is” and will not be entitled to a replacement, repair, or refund.
  10. Miscellaneous
    1. Force Majeure – Neither party will be liable or held responsible for any failure to perform or delays in performing resulting from a Force Majeure event, nor induce the payment of penalties for late payment.
    2. No Third-Party Beneficiaries – Customer and CSGC agree there will be no third-party beneficiaries to this Agreement.
    3. Notices – Please send all notices, claims, requests to:

CSG-Cloud, LLC

9070 W. Ozello Trail

Crystal River, FL 34429


    1. Electronic Signature – All participating parties agrees that an electronic signature whether digital or encrypted, shall be a reasonable method of execution and/or delivery of all documentation under the Agreement.
    2. Governing Law – This Agreement is governed by the laws of the State of FL, excluding its choice of law rules.  Parties agree to submit to jurisdiction of the state and federal courts within Citrus County, FL and waive any objection as to venue or inconvenient forum.
    3. Interpretation – The headings in the documents of the Agreement are solely for the convenience of reference and shall not be given any effect in the construction or interpretation thereof.
  1. Confidentiality/data protection/privacy
    1. We take your privacy very seriously. You can find our Privacy Policy at www.csg-cloud.com/
  2. Future changes to agreement
    1. CSG-Cloud may update the terms and conditions from time to time.  Notices will be considered given and become effective on the date that the revised information is posted on https://www.csg-cloud.com/.  Such changes become binding on the date posted on the CSGC website and no further notice by us is required upon your continued use of Service.  The Agreement when posted supersedes and will immediately take the place of any previously agreed to terms and conditions, whether oral or written.

If you have any questions regarding these terms please contact:

CSG-Cloud, LLC

9070 W.Ozello Trail

Crystal River FL, 34429


All Rights Reserved. 2020 © CSG Cloud LLC.