❓ FAQ
Common questions, plain answers.
Can’t find what you need? Drop us a line — we’ll add your question to this page.
Plans & pricing
Is there a setup fee?
No. Sign up, we port, we ship pre-configured kit. You pay for handsets (outright, not leased) plus the per-user monthly fee.
What does each plan include?
Lite ($19) is single number + softphone + voicemail-to-text. Business ($29) adds queues, IVR, recording, wallboard, unlimited national+mobile. Teams Calling ($39) adds Microsoft Teams Direct Routing. Full breakdown.
Can I mix plans within one tenant?
Yes — most customers have a mix of Lite (sole-purpose lines), Business (most staff) and Teams (knowledge workers). Per-user billing.
Is GST included?
Published prices are ex GST. We invoice GST-inclusive (10%) per Australian law.
Contracts & cancellation
What’s the contract length?
Month-to-month. Always. Cancel any time on 30 days’ written notice.
Are there exit fees?
No. We don’t make money from trapping you. If you leave we’ll even port your numbers out for free.
Can I downgrade plans?
Yes, any time. Changes take effect at the next billing cycle.
Number porting
Can I keep my existing number?
99% of Australian landline, 13/1300/1800 and mobile numbers can be ported. Use our port checker for a definitive answer.
How long does porting take?
Most ports complete in 5-10 business days. Complex (multi-DID, account-name mismatch) can take 2-3 weeks.
Will my number be down during port?
No. We coordinate the cutover to happen during business hours so calls keep arriving on the old carrier until the exact second they switch.
Can I port out if I leave?
Yes — we’ll release any number you port out at no charge, within the standard ACMA timeframe.
Hardware
Do I have to buy handsets from you?
No. Use our apps (no handset needed) or BYO any standard Yealink/Snom/Polycom/Cisco SIP phone — we’ll provision it.
Do you sell on lease?
No. We will not put you onto a Grenke or third-party finance lease. Buy outright, it’s yours.
What’s the warranty?
2 years manufacturer warranty, handled by us. We cross-ship a replacement before yours leaves your office.
Reliability & support
What if my internet drops?
Your numbers automatically fail over to a destination you set (mobile, sister office, an after-hours queue). Calls keep arriving.
Is support 24/7?
Yes — same Ipswich team that runs the IppyIT helpdesk. Real humans.
What’s your uptime?
99.95% SLA on the core platform. Live status page coming.
Where is data hosted?
Sydney + Brisbane data centres. Voice + recordings + transcripts never leave Australia.