Voice calls while using Plivo’s services are subject to carrier regulations within both the region where the call is made and the region where the call is received. Per our legal terms of service, the following conditions and surcharges apply:
- Abandoned calls during any applicable calendar month should be less than 20%. Abandoned calls are defined as calls initiated by Plivo that are of zero seconds in duration, where the end user did not answer or rejected or missed the calls. If more than 20% of total call attempts are abandoned calls during any applicable calendar month, Plivo reserves the right to charge an abandoned call surcharge of $0.02 per call for abandoned calls in excess of that threshold. The percentage of abandoned calls is determined by dividing the total number of abandoned calls by the total number of calls.
- Average call duration (ACD) during any applicable calendar month should be greater than 35 seconds. If the ACD during any applicable calendar month is less than 35 seconds, Plivo reserves the right to charge an ACD surcharge equal to the number of minutes the customer would have used if the ACD had equaled 35 seconds for the number of calls actually completed minus the number of minutes customer actually used for calls completed, multiplied by an ACD surcharge of $0.02 per minute.
- Short duration calls during any calendar month should be less than 10%. Short duration calls are defined as calls initiated by Plivo and answered by the call recipient and that are less than 6 seconds in duration. If, during any calendar month, 10% or more of a customer’s completed calls are short duration calls, Plivo reserves the right to charge a surcharge of $0.015 per short duration call.
- Incomplete calls to incoming toll-free numbers during any calendar month should be less than 5%. Incomplete calls are defined as calls received by Plivo on a toll-free number that are of zero seconds in duration, for which the Plivo customer who owns or rents the toll-free number has not answered or has rejected the calls. If more than 5% of total call attempts are incomplete toll-free calls during any calendar month, Plivo reserves the right to charge an incoming toll-free call surcharge of $0.10 per call on incomplete calls in excess of that threshold. The percentage of incomplete calls to incoming toll-free calls is determined by dividing the total number of incomplete toll-free calls by the total number of calls.
Fee Disputes. If you wish to dispute fees associated with your account, please contact us through our support portal within 30 days of the date of the activity that generated the dispute. Refunds issued to resolve a dispute are issued as credits to your account and not as cash refunds. Disputes older than 90 days are not entitled to any refunds or credits.