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This GENVoice Policy (the “Policy”) sets out how GEN provides its managed voice services to customers (“Customers”), including service scope, responsibility boundaries, minimum terms, operational assumptions, and charging limits. This Policy is incorporated into, and forms an adjunct to, the Framework Agreement between GEN and the Customer. Capitalised terms not defined here have the meaning given in the Framework Agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.
GENVoice is GEN’s Asterisk-based business telephony platform, delivered with a customised FreePBX management front-end and supporting services. It is designed to provide secure, resilient, and scalable SIP/VoIP capability for on-site, hosted, virtual, cloud, or hybrid PBX deployments.
GENVoice supports normal business telephony requirements including inbound and outbound calling, SIP trunking, routing, IVRs, extensions, and continuity options such as rerouting and fallback. The service can be delivered in different management models depending on whether the Customer wishes to manage the PBX itself or have GEN undertake the supported configuration activity.
GEN provides GENVoice in two primary operating models: DIY / Self-Managed and Fully Managed. The selected model determines responsibility boundaries, support scope, and what configuration activity is included within the recurring service.
In the DIY / Self-Managed model, GEN provides the underlying PBX platform and controlled access, while the Customer manages PBX configuration and day-to-day operation.
Unless separately agreed in writing, configuration, recovery planning, and administrative housekeeping in this model remain the Customer’s responsibility and are not included within the base platform provision.
In the Fully Managed model, GEN provides the same controlled administrative access model and additionally undertakes the core PBX setup and ongoing support for included items.
The following items are included within the normal Fully Managed setup and support scope:
This core scope covers what most Customers require for standard business telephony operation. In addition, GEN includes a weekly configuration-only backup in the Fully Managed service.
Fully Managed Voice does not include advanced, bespoke, or specialist configuration beyond the included core scope above. Unless expressly agreed as additional paid work, the following are out of scope:
Additional configuration, development, or specialist change activity is chargeable at the applicable standard rate unless a different rate is agreed in writing.
Unless otherwise agreed in writing, the minimum term for cloud-hosted GENVoice services is one year. The minimum term for on-premise and hybrid GENVoice services is two years, reflecting the greater deployment, provisioning, and operational commitment involved.
Renewal, termination, and any early termination consequences remain subject to the Framework Agreement and any applicable order, schedule, or service document.
Call recording is not included as standard under either service model because of the significant storage, retention, and administration requirements involved. Where required, call recording can be added for an additional charge, subject to agreement on storage, retention, compliance, and associated operational requirements.
Use of GENVoice is subject to GEN’s Acceptable Use Policy at https://www.gen.uk/index.php?page=aup (the “AUP”), and the Customer must ensure that all Users, administrators, and connected systems comply with the undertakings set out in that policy.
Without limitation, this includes undertakings relating to lawful use, anti-fraud measures, valid CLI presentation, nuisance and misuse controls, consent and opt-out obligations where relevant, and compliance with applicable telecoms, privacy, and data protection law. GEN may apply proportionate restrictions, suspensions, routing controls, or other protective measures where misuse, fraud indicators, or regulatory risk is identified.
GENVoice is provided on a best efforts basis, subject to the Framework Agreement, service dependencies, Customer equipment, internet connectivity, power, and third-party carrier or network factors. No telecommunications platform can eliminate all risk or guarantee uninterrupted operation in every scenario.
In the DIY / Self-Managed model, backups are not included as standard and remain the Customer’s responsibility unless separately agreed in writing. In the Fully Managed model, GEN includes a weekly backup of PBX configuration only. This does not include call recordings, voicemail content, third-party systems, endpoint state, or every possible Customer dataset unless expressly agreed in writing.
To the maximum extent permitted by law, GEN’s liability is limited as set out in the Framework Agreement.
GENSoftware, the software development arm of GEN, is experienced in Asterisk development and can provide a wide range of customisations, enhanced services, and integrations where required. This can include browser extensions for click to dial, transcription services, CRM and line-of-business integrations, bespoke call handling logic, reporting extensions, and advanced AI-powered call flows.
Such work falls outside the standard recurring service unless expressly included in a written proposal, statement of work, or other agreed charging schedule.
GEN may amend this Policy from time to time. Material changes will be notified in accordance with the Framework Agreement. Changes take effect prospectively from the stated effective date or, if none, from the date of posting.
This Policy is incorporated into the Framework Agreement and does not operate as a standalone agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.