Frequently Asked Questions

The following represents the most frequently asked questions regarding iCloud services. 

What business communication plans are available from iCloud?

iCloud offers several bundled packages to meet a variety of requirements.  You can choose from Internet only connections, or one of our FlexVoice packages that combine Internet and phone service.  Click here for details.   

What is the cost for the iCloud packages?

You can get a dedicated Internet connection for as little as $399 per month.  Costs for each package will vary per customer, depending on the size of the operation and number of extensions ordered.  iCloud charges a flat monthly fee for most packages.  Certain usage charges may be billed in addition to your flat monthly fee.  A complete iCloud proposal will disclose all costs associated with your selected service.

Does the cost of iCloud's business plan include calls?

The monthly cost of the iCloud FlexVoice plans includes unlimited calling within the iCloud network. Off-network calls will be billed at iCloud's low rates.  

What do I get after I sign up for iCloud FlexVoice?
Depending on your package selection, you may receive unlimited network calling and an Internet connection for one low monthly fee.  You'll also receive additional equipment as needed, if you choose to buy your equipment from iCloud.  iCloud will transfer your existing number or give you a new telephone number from the area code of your choice.

What do I need to provide on my own to use the iCloud business service?
Depending on the package you select, you may need to provide a router and/or PBX. 

Is technical support included in my iCloud service plan, or do I have to pay for support separately?

All iCloud network and service support is included in your agreement.  If you buy your equipment from us, product support is included as well.

What is the required term for the iCloud service plans?

A typical plan period is 36 months.  However, contract terms will be negotiated directly with each customer.

How am I billed for my iCloud service?

You will be invoiced on a monthly basis, with the current month’s payment being applied to the following month’s service.  All services will be bundled and invoiced on one bill.

Is a deposit required?

Specific terms will be negotiated when we finalize your contract.

How much bandwidth do I need?

Because your iCloud service package includes Internet service, you don't have to worry about your bandwidth.  You will already be supplied with a high-speed connection suitable to conduct your Internet and telephone processing. If you need more bandwidth, we can upgrade your FlexVoice package.

What happens if one of my desktop devices is not working properly?

If you purchased iCloud equipment, you can place a call to iCloud technical support at 1-602-788-6100 to begin the problem solving process.  We will try to correct the situation over the phone.  If we cannot solve the problem on the initial call, we will deliver and configure a new device to your location or dispatch a technician to your site.

Do I pay for product upgrades?

Network and software upgrades are all included in your iCloud phone service package.  If you purchased equipment from iCloud, the upgrade policy will be defined within your proposal.

What’s the difference between Broadband telephony and Voice over IP?

Both concepts refer to the same type of technology.  Broadband telephony uses your broadband (or high-speed) Internet connection to route phone calls.  Voice over IP means phone calls are routed over an IP network.  In both cases, the network that calls are routed over can be the public Internet or a private IP network.  With iCloud, all calls are routed over a private network so the highest quality of service can be maintained.

What is PSTN?

PSTN stands for Public Switched Telephone Network. This is the traditional analog phone network that was established as part of the old Bell system. 

Can we use our existing phone handsets on your network?

Yes, if you have SIP-based IP phones.  A traditional handset will not work on the iCloud network.  We have tested numerous IP phones and can review your equipment during the proposal process.  iCloud also offers equipment with the best functionality and reliability. 

Is the voice quality the same as what we’re used to getting from the traditional phone network?

Yes.  Because iCloud calls are transmitted over a private network and not the public Internet, you can be assured of the best voice quality available.

Do you provide any Web support?

iCloud provides each customer with Web interface tools.  You can access your account via the Web and perform a variety of administrative and technical functions.

What networking equipment do the iCloud service plans require?

Depending on the package you select, you will need a router, PBX and desktop IP phones.  Any or all equipment can be provided by iCloud. 

Can I transfer my current business number(s) to my iCloud service plan?  Toll Free Numbers too?

Yes. Customers can transfer their existing numbers, along with any toll free numbers, over to their iCloud service plan. 

Can the music-on-hold for the FlexVoice packages be customized?

Yes, as long as we can make a .au or .wav audio file. Please note it is the customer's responsibility to provide sufficient documentation supporting the acquisition of the rights to use a piece of music as it applies to copyrights and other legal media rights.

How do I sign up for iCloud's FlexVoice?

It’s fast and easy to initiate the iCloud service.  Contact us via e-mail, or call us at 1-800-621-7371 or 1-602-788-6100.  We'll respond to your inquiry in a timely manner.