Policies

Networking & Site Kit Policy

Aegis Communications Networking & Site Kit Policy

Effective Date: October 4, 2026

Aegis Communications ("Aegis," "we," "us") uses a robust and purpose-built network architecture to maximize the reliability, quality, and security of our Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP) services. This Networking & Site Kit Policy ("Policy") describes the equipment, network, and access requirements that apply to every client location connected to the Aegis voice network.

By using our services, you ("Client") agree to this Policy. It supplements, and should be read together with, your service agreement, our Privacy Policy, Fair Usage Policy, and Billing Policies. If this Policy conflicts with a signed service agreement, the service agreement controls.

1. Definitions

  • Site Kit: The Aegis-managed equipment installed at a Client location to connect that location to the Aegis voice network. Depending on the Client's setup and needs, a Site Kit may consist of various routers, Edge SBCs (session border controllers), and 5G and/or LEO (low earth orbit satellite) WAN devices, along with associated licenses, subscriptions, and accessories.
  • Aegis-Managed Equipment: Any Site Kit component, and any other device, that Aegis configures, monitors, or administers in order to deliver services, regardless of who owns the hardware.
  • Aegis Voice Network: The encrypted tunnels, network hubs, data center clusters, and related systems through which Aegis carries Client voice traffic.
  • WAN Connection: Any internet or data circuit connected to a Site Kit, including fiber, cable, DSL, fixed wireless, 5G/LTE cellular, and LEO satellite service.
  • Client Network: The Client's own local network, devices, and infrastructure, other than Aegis-Managed Equipment.

2. Site Kit Requirement

  • Each Client location receiving Aegis voice service must purchase and use an Aegis-managed Site Kit. The Site Kit is a core part of our architecture's extension to each Client site, and it is what allows Aegis to prioritize, protect, and route real-time voice traffic.
  • Each location must have a minimum of two WAN Connections. Aegis determines the Site Kit design for each location, including the number and type of WAN Connections, based on the Client's environment, call volume, and reliability needs, and supplies additional connections (for example, 5G or LEO satellite) as part of our services when they are needed to meet our reliability standards.
  • All voice devices at a location, including desk phones, ATAs, paging adaptors, and gateways, must connect to the Aegis Voice Network through the Site Kit. Devices that register to Aegis services from outside the Aegis Voice Network may be unsupported, and may be restricted or blocked for security reasons.

3. Equipment Purchase, Licensing, and Ownership

  • Site Kit hardware is purchased by the Client as quoted, unless the Client's service agreement states otherwise. Some Site Kit components require recurring manufacturer licenses, software subscriptions, or cellular and satellite data plans. These recurring costs are billed to the Client unless other arrangements have been made in writing.
  • Hardware warranties are provided by the equipment manufacturer. Aegis will coordinate warranty claims on the Client's behalf for Aegis-Managed Equipment. Replacement of equipment that is out of warranty, or that was damaged by misuse, power events, environmental conditions, or unauthorized changes, is billed to the Client.
  • Equipment that Aegis provides on a loaned or rental basis remains the property of Aegis and must be returned as described in Section 12.

4. Network Architecture and Gateway Requirements

  • For Clients that also use Aegis connectivity for their primary data network, the Site Kit router must also be the primary gateway for that network.
  • For Clients using third-party vendor network cores (for example, CDK), Aegis works with these vendors and maintains specific integrations for these architectures. The Client is responsible for obtaining any authorization from its third-party vendors that is needed for Aegis to complete the integration.
  • The Client must not place firewalls, proxies, content filters, SIP application-layer gateways (SIP ALG), or other devices in the voice path between Aegis voice devices and the Site Kit, unless Aegis has approved them in writing.
  • The Client is responsible for the Client Network, including internal cabling, switches, Power over Ethernet capacity, and Wi-Fi, except where Aegis has agreed in writing to provide or manage those components.

5. Internet Service (WAN Connections)

  • Unless Aegis provides the WAN Connection, the Client is responsible for ordering, paying for, and maintaining internet service from its providers, and for any provider equipment required for that service.
  • The Site Kit is designed to use multiple WAN Connections at the same time, in both directions, to deliver the most reliable audio and to keep calls connected when an individual connection degrades or fails. Call quality nonetheless depends in part on the performance of the underlying WAN Connections, and Aegis is not responsible for outages or degradation of third-party internet service.
  • The Client must notify Aegis before changing, adding, or cancelling any WAN Connection connected to a Site Kit, so that Aegis can update the configuration and avoid an interruption in service.

6. Administrative Access and Configuration Control

  • To protect our voice networks and meet cybersecurity and telecommunications compliance requirements, Aegis cannot normally grant any form of administrative access to Aegis-Managed Equipment for the duration that it is connected to our voice networks.
  • The Client must not reset, reconfigure, relocate, disconnect, power down, or tamper with Aegis-Managed Equipment, or attempt to bypass it, without first coordinating with Aegis support, except in an emergency affecting life or safety.
  • Requests for configuration changes, such as port forwarding, network changes, new WAN Connections, or additional devices, must be submitted to Aegis support. Changes that fall outside normal service may be quoted and billed separately.
  • Troubleshooting or repair caused by unauthorized changes to Aegis-Managed Equipment or to the voice path may be billed at our standard service rates.

7. Monitoring, Testing, and Data Collection

To maintain service quality and security, Aegis continuously monitors Aegis-Managed Equipment and the Aegis Voice Network. This may include:

  • Device health and status, and the availability and performance of each WAN Connection and encrypted tunnel;
  • Automated voice-quality tests, including synthetic test calls over each WAN Connection, measuring factors such as jitter, packet loss, latency, and mean opinion score (MOS);
  • Call signaling and media quality data, analyzed to diagnose call issues and detect fraud or intrusion attempts.

Aegis does not record the content of Client communications except where the Client has enabled call recording features or where required by law. Information collected under this Section is handled in accordance with our Privacy Policy.

8. Security

  • Aegis applies security controls across the Aegis Voice Network, including encrypted tunnels, intrusion detection, geographic access restrictions, and firewall policies. Aegis may block traffic, restrict access, or isolate a device that presents a security risk to the Client, to other clients, or to the Aegis Voice Network.
  • The Client must promptly notify Aegis of any suspected compromise, theft, or unauthorized use of Aegis-Managed Equipment or Aegis services.
  • The Client must not use the Site Kit or the Aegis Voice Network to circumvent security controls or to engage in any activity prohibited by our Fair Usage Policy.

9. Firmware, Software, and Maintenance

  • Aegis may update firmware, software, and configuration on Aegis-Managed Equipment remotely. Planned updates that could interrupt service are scheduled outside the Client's normal business hours whenever practical.
  • Aegis may apply urgent security updates at any time when needed to protect the Client or the Aegis Voice Network.

10. Power and Physical Environment

  • The Client must provide reliable power and a secure, ventilated location for Aegis-Managed Equipment, protected from heat, moisture, and physical damage.
  • Aegis strongly recommends an uninterruptible power supply (UPS) for Site Kits and critical voice devices. Voice service, including 911 calling, will not function during a power outage at the Client location unless the Site Kit, WAN equipment, and phones are on backup power.
  • Outdoor 5G or LEO satellite equipment must be installed in a location approved by Aegis, and the Client must provide reasonable access for installation and service.

11. Emergency Calling (911)

  • VoIP-based 911 service has limitations compared with traditional telephone service. 911 calling may be unavailable or impaired during a power outage, an internet or WAN outage, or a failure of Aegis-Managed Equipment, or if equipment has been moved or changed without notice.
  • The Client must provide Aegis with an accurate, dispatchable address for every location and device (including building, floor, or suite where applicable), and must notify Aegis before moving any phone or Site Kit to a different location.
  • The Client is responsible for informing its users of these limitations.
  • Emergency calls placed from the Aegis Connect mobile apps are handed to the mobile device's built-in dialer and placed over the user's mobile carrier.

12. Equipment at Termination of Service

  • When service at a location ends, Aegis will remove the Aegis-managed configuration from Client-owned Site Kit equipment, and may release that equipment from Aegis management and licensing. Manufacturer licenses and data plans paid for by the Client remain the Client's responsibility through the end of their term.
  • Any Aegis-owned, loaned, or rental equipment must be returned in good working condition within the time specified in the Client's service agreement. Equipment that is not returned, or that is returned damaged, will be billed at its replacement cost.

13. Changes to this Policy

Aegis reserves the right to modify this Policy at any time. We will provide notice of material changes by posting the updated Policy on our website with a new "Effective Date," or by other means as required by law. Your continued use of our services after such modifications constitutes your acceptance of the revised Policy.

14. Contact Us

If you have any questions about this Policy, or would like to request a change to your Site Kit or network configuration, please contact us at:

Aegis Communications

1310 S 3rd St

Ozark, MO 65721

417-93-AEGIS

info@aegisvoip.com