Description: This Feature provides the Customer with a global map-view of where each Connection is located. By default, the last known location of each Connection is shown on a Customer's my.plan map. Upgrading a Connection to a higher tier Collection will provide Customers additional levels of insight. The levels of location insight available in each Collection are set out in the Features Summary. Device Locator & Workforce Map, available in higher tier Collections, shows the current location of each Connection and the Customer's workforce on a live map.

plan.com recommends that the Customer seeks independent legal advice concerning the tracking of Connections using this Feature.

Limitations:

1. i.
   Mobile Connections: An approximate location is calculated based on the last mobile data received via cell towers provided by the Connection combined with any additional anonymised mobile data as to the coverage area of the most recent cell tower to which it connected. If no cell tower connectivity is provided or no location data is available from a particular cell tower, the location of the Connection will be shown in the middle of the country in which it is located. Accuracy of the location displayed will depend on the my.plan Collection. For more information about mobile location, see the Location Services guide at https://www.plan.com/location-services.

Customer Responsibilities: The Customer shall be solely responsible for complying with all Applicable Law and guidance issued by any applicable regulatory authority in respect of the collection of personal data using this Feature.

Description: This Feature (shown in my.plan as Visible on Map) enables Customers to hide or show the location of a specific Connection (together with its recent movements) on the my.plan map. If the Connection is hidden, it will not be available to select from the map and will not be included in the map's connection counts. plan.com recommends that the Customer seeks independent legal advice concerning the tracking of Connections using this Feature.

Customer Responsibilities: The Customer shall be solely responsible for complying with all Applicable Law and guidance issued by any applicable regulatory authority in respect of the collection of personal data using this Feature.

Description: Journeys enables the Customer to view the routes taken by its Connections over a chosen period, and replay them day by day, rather than only their current or last known location, to help identify movement patterns and trends.

Limitations: Journeys is only available where included in the Customer's Collection or purchased as an additional Product. Routes are tracked from cell tower to cell tower using the same location data as the Location Feature and are subject to the same limitations on accuracy.

Customer Responsibilities: The Customer shall be solely responsible for complying with all Applicable Law and guidance issued by any applicable regulatory authority in respect of the collection and use of personal data using this Feature, including informing Users that their movements may be tracked. plan.com recommends that the Customer seeks independent legal advice before using this Feature.

Description: Through my.plan, Customers will have the ability to review, analyse and download summaries of Connection-specific usage (e.g. calls, data and texts) and any Charges incurred as a result of that usage. The Customer can also show or hide the level of detail available in respect of a Connection's data usage (shown in my.plan as Data Drill Down). Eligible Customers can also view personalised monthly insights showing how their Connections have been used.

Limitations: The categorisation of usage is provided by an independent body. plan.com is not responsible if usage is incorrectly identified or categorised or uncategorised within my.plan.

Customer Responsibilities: Customer may only rely on its invoice as an accurate record of billing. All other summaries are indicative only. Customer must raise any queries in respect of its invoices in accordance with clause 6.3 of the General Terms and Conditions.

Description: Analysis & Events enables the Customer to understand data usage across its Connections, identify trends and set alerts in respect of its estate. This includes identifying the biggest drivers of usage and setting custom alerts in respect of roaming and usage.

Limitations: Analysis & Events may be made available on a free trial basis for a limited period, after which it will only be available where included in the Customer's Collection or purchased as an additional Product. Alerts and analysis are indicative only and may be delayed where there is a delay in plan.com receiving usage data. Customer may only rely on its invoice as an accurate record of billing.

Description: Reports enables the Customer to access standard and bespoke reports on its Connections and run them on demand.

Limitations: Bespoke reports are created at plan.com's discretion and may be subject to additional Charges. Reports are indicative only. Customer may only rely on its invoice as an accurate record of billing.

Description: These Features enable the Customer to block or allow access to specific types of usage. These controls work in addition to Spend Caps - adding or removing Spend Caps will not remove access controls. Adding a Bolt-On will not remove any existing access controls. The following access controls are available:

1. i.
   DATA BLOCK: Activating a Data Block prevents the Connection from accessing mobile data. This means it can no longer access the internet or use applications that require data.
2. ii.
   ROAMING DATA: Activating a Roaming Data Block prevents the Connection from accessing mobile data while outside of the UK.
3. iii.
   RESTRICT INCOMING CALLS: Restrict the ability for the connection to receive calls.
4. iv.
   RESTRICT OUTGOING CALLS & DATA: Restrict the ability for the connection to make outgoing calls (other than to emergency services) and to use mobile data. Due to 4G and WiFi Calling, it is not possible to restrict outgoing calls without also restricting mobile data.
5. v.
   INCOMING SMS: Incoming SMS restrictions prevent a service from receiving text and MMS messages from their service.
6. vi.
   OUTGOING SMS: Outgoing SMS restrictions prevent a service from sending text and MMS messages from their service.
7. vii.
   MMS: Multimedia Messaging Service (MMS) are a method to send content such as pictures and sound clips via a message. They are not included in standard SMS allowances. This feature enables or disables a Connection's ability to send and receive MMS.

Limitations: Access controls require usage bars placed at Network level. Adding and removing these restrictions are subject to delay and can take up to 72 business hours. The quality and ability to undertake WiFi calling will depend on the WiFi service being utilised and call quality may be negatively impacted if the WiFi quality is insufficient.

Description: my.plan enables the Customer to manage the following in relation to its Mobile Equipment:

1. i.
   CHANGE SERVICE LABEL: Assign and update a unique label to be associated with each Connection.
2. ii.
   LOST OR STOLEN: Apply a series of restrictions on a Connection and a device where a device has been lost or stolen to prevent either the Connection or device from using any Service (e.g. Mobile Services).
3. iii.
   PUK CODES: If a PIN has been setup on a SIM as an extra security measure, the User will need to type it in each time the User turns on or restart their device. If a PIN is entered incorrectly 3 times in a row, the handset will be locked, and the User will be prompted to enter a PUK (Personal Unblocking Code) to unblock it. plan.com provides the PUK codes via my.plan for such purposes.
4. iv.
   BLOCK SERVICE: Similar to Lost Or Stolen but for connections that have not been lost, selecting this option applies a series of restrictions on a Connection (but not a device) to prevent it from using any Service (e.g. Mobile Services).
5. v.
   SIM SWAP: If a Customer has been sent a new plan.com SIM, the Customer can activate it on my.plan.
6. vi.
   NEW NUMBER: Request a new number for a Connection.
7. vii.
   IMEI: View the IMEI (International Mobile Station Equipment Identity) of the device currently used with a Connection.
8. viii.
   DEVICE LOCKING: Lock a Connection to a single handset, or restrict it to a class of device. Device Locking is only available where the Customer has purchased a compatible additional Product.
9. ix.
   DEVICE INFORMATION: View information about the device currently used with a Connection, such as its operating system, release year and whether it is 5G, eSIM, VoLTE, RCS and NFC capable.
10. x.
    DEVICE HISTORY: View every device in which a Connection's SIM has been used.

Limitations: Features such as Lost Or Stolen and Block Service require usage bars placed at Network level. Adding and removing these restrictions are subject to delay and can take up to 72 business hours. SIM Swaps and New Number requests may be subject to additional Charges. Customer acknowledges that if a Lost or Stolen device is subsequently recovered, the ability to reverse any restrictions applied is not guaranteed and will depend upon factors such as whether the SIM has been swapped or replaced. Any restrictions applied using the Lost or Stolen Feature or the Block Service Feature will not prevent the device from using WiFi. Device information and Device History are based on the IMEI reported to the network and third-party device data, and are indicative only. Device History can take up to 2 hours to update.

Customer Responsibilities: Customers are responsible for ensuring that its Equipment (including mobile devices) are used responsibly at all times. Devices that are lost, stolen, or compromised must be reported to plan.com immediately either through the addition of a Lost or Stolen restriction or by contacting plan.com directly. PUK Codes must be kept safe to ensure a device cannot be accessed following incorrect attempts at unlocking its security settings.

Description: The Customer can apply the following call and SMS restrictions using my.plan:

1. i.
   PREMIUM CALL CONTROLS: Premium call restrictions prevent a Connection from making calls to premium rate numbers (also referred to as special and non-geographic numbers), which are not included in a Connection's agreed call allowance.
2. ii.
   CHARGEABLE CALL CONTROLS: Chargeable call restrictions prevent a service from making calls that are not included in a Connection's standard call allowance, such as premium rate, international, non-geographic and roaming calls.
3. iii.
   ADULT PREMIUM CALL CONTROLS: Adult premium call restrictions help to prevent a service from making calls to adult-oriented premium-rate numbers.
4. iv.
   ADULT CHAT & PREMIUM TEXT CONTROLS: Adult chat and premium text restrictions help to prevent a service from communicating with adult-oriented premium-rate services.
5. v.
   INTERNATIONAL CALLS (ALL) CONTROLS: International Calls (All) restrictions prevent a service from calling numbers outside of the UK. This restriction applies both in the UK and while the service is Roaming.
6. vi.
   INTERNATIONAL CALLS (EXCLUDING WHILE ROAMING) CONTROLS: These restrictions only prevent a service from making calls from the UK to non-UK destinations. They do not apply while the service is Roaming, so the service can still make calls within the country it is visiting (e.g. USA to USA), to the UK (e.g. USA to UK) or to other non-UK destinations.
7. vii.
   ROAMING CONTROLS: Roaming data restrictions prevent the Connection from accessing data while Roaming outside of the UK.
8. viii.
   DIRECTORY ENQUIRIES: Directory Enquiries restrictions prevent the Connection from calling numbers beginning 118.

Limitations: The categorisation of usage is provided by an independent body. plan.com is not responsible if usage is incorrectly identified or categorised within my.plan.

Description: Roaming Manager brings together the Customer's domestic and roaming usage controls, including the Roaming Data and Roaming Controls described above, and enables the Customer to be alerted when a Connection starts Roaming.

Limitations: Roaming alerts depend on plan.com receiving data from foreign network operators and may be delayed.

Description: Spend Controls (meaning Spend Caps and Spend Alerts and the Spend Limits that underpin them) help to prevent or limit additional usage charges by setting a limit on the amount of additional usage charges that can be generated on each connection:

1. i.
   Spend Caps: Spend Caps allow a Customer to set and manage specific individual and independent limit to each Connection to the following different categories of usage: UK Data, UK Calls, UK Texts, Roaming Data, Roaming Calls and Roaming Texts. Each Spend Cap and its related Spend Limit allows the Connection to generate additional usage Charges up to the Spend Limit, at which point restrictions are automatically applied that prevent further usage and Charges from being incurred within that usage category. Restrictions are removed automatically at the end of each month and the Spend Limit will be reset for the following month unless removed or amended. Although not a regulated service, Customers are notified in reasonable time if a bill cap is likely to be reached before the end of the billing period and as soon as practicable after the limit has been reached via optional Spend Alerts. However, these do not apply to unlimited allowances such as unlimited calls and texts. Spend Caps are available on all Collections (see Features Summary for more information).

Limitations: As set out in the General Terms and Conditions, the Customer may apply, remove, or vary, a Spend Cap and/or Spend Alert on any Connection at any time. plan.com will apply a Spend Cap or Spend Alert to the Connection within a reasonable timeframe following the Customer request. Any applicable Out-of-Tariff Charges incurred before the Spend Cap is effective or after a Spend Cap has been removed will be chargeable in accordance with this Agreement. The application of Spending Limits and/or related notifications may be delayed where there is a delay in plan.com receiving the call data records in respect of the Connection, for example, from foreign network operators when the Connection is Roaming.

Description: Self Management (shown in my.plan as Captive Page Authorisation) enables Connections that are restricted by Spending Caps to add Bolt-Ons or adjust the applicable Spend Cap via Captive Pages in order to stay connected and control costs. Elected contacts (e.g. billing contacts) can choose to be notified when Spend Limits are reached and if a Bolt-On is added or a Spend Cap is increased. This ensures that businesses can stay informed, in control of their bills and connected at all times.

Limitations: Self Management is enabled even when data is restricted by a Spend Cap. However, Connections must have access to a mobile data signal: Self Management does not work over WiFi and does not work if there is no available mobile data service.

Customer Responsibilities: By giving authority for a Connection to Self Manage, the Customer is enabling the User of the Connection to increase their Spend Cap, which as a result may incur additional Charges.

Description: These Controls work at network level to help protect the Customer against malicious or nuisance content and threats. The Customer can apply the following security controls using my.plan: These Controls are included in every Collection and are referred to as Cybersecurity.

1. i.
   VPN: A VPN or Virtual Private Network is a connection method used to add security and privacy to private and public networks, like WiFi Hotspots and the Internet. Virtual Private Networks are also used by companies to protect sensitive data. Restricting VPN prevents the Connection from using VPN services.
2. ii.
   MALWARE: Malware, or malicious software, is any program or file that is harmful to a computer user. Types of malware can include computer viruses, worms, Trojan horses and spyware. The Malware Control helps to block access to sites and services identified as distributing malware.
3. iii.
   ADVERTISING: The Advertising Control is a content filtering and ad blocking service. It helps to prevent page elements, such as advertisements, from being displayed.
4. iv.
   BOTNET: A botnet is a network of devices, connected via the Internet, working together to provide a service - anything from running a chat room to performing distributed denial-of-service attack (DDoS attack), stealing data, or sending spam. Botnets allow the attacker to access the device and its connections. The Botnet Control helps to block traffic associated with known botnets.

Limitations: Information regarding the data usage of Mobile Services will not be available when that Service is being used via a Wi-Fi connection, therefore data usage on Wi-Fi cannot be controlled by these restrictions. The identification and categorisation of Malware, AdBlocks and Botnets is provided by an independent body. plan.com is not responsible if data usage is incorrectly identified or threats are not detected.

Description: Secure+ builds on the Cyber Security Controls and provides real-time scanning and threat detection for a Connection, with threats blocked automatically. It includes:

1. i.
   DATA MONITORING & BLOCKING: Mobile data is routed through plan.com's core network, where traffic is inspected in real time to help block malware, phishing and unsafe sites. No additional hardware or apps are required.
2. ii.
   PORT-OUT NOTIFICATIONS: The Customer is notified if a request is made to move (port) the Connection's number to another provider.
3. iii.
   SIM SWAP APPROVAL: A SIM swap cannot be completed on the Connection without the Customer's approval.
4. iv.
   IMEI LOCKING: The Connection's SIM is locked to a specific device, or class of device (see Device Locking).

Limitations: Secure+ is only available where included in the Customer's Collection or purchased as an additional Product. It is provided using a third-party provider and only applies to mobile data carried over plan.com's network. It does not protect traffic sent over WiFi or other networks, and does not replace security software or settings on the device. plan.com does not guarantee that all threats will be detected or blocked. Secure+ is not a mobile device management (MDM) service. Port-out notifications do not prevent a number from being ported where plan.com is required to complete the port under Applicable Law or regulatory rules.

Customer Responsibilities: The Customer remains responsible for the security of its devices, including installing software updates, managing device settings and controlling user access. The Customer must keep its contact details up to date and respond promptly to SIM swap approval requests. SIM swaps will not be completed until approved.

Description: Security & Compliance shows how well a Connection is protected and which additional protections can be switched on. It also maps a Connection against common security standards, such as Cyber Essentials, ISO 27001 and SOC 2.

Limitations: Security & Compliance is based only on what plan.com can see from the network and is indicative only. It is not a certification, audit or assessment, and does not confirm that the Customer complies with any standard. Items controlled on the device, such as software updates, encryption and device settings, cannot be checked by plan.com.

Customer Responsibilities: The Customer is solely responsible for achieving and maintaining any certification or compliance with any security standard.

Description: The Customer can apply and manage Features to multiple Connections by allocating individual Connections to a defined group or profile.

Limitations: The ability to manage specific Features via a group profile will be dependent upon the Features applied to a Connection. A Connection can only be applied to one group profile at a time. Group profiles cannot be applied retrospectively: a customer cannot request the Feature for previous months or retrospectively update group profiles.

Customer Responsibilities: Customer is responsible for allocating Connections to specific group profiles.

Description: Billing Customisation (shown in my.plan as Cost Centres) will allow Customers to request additional bill summaries that are unique and applicable to their business (e.g. in respect of cost centres). These customisations enable the Customer to modify the appearance and categorisation of costs as they appear on the Customer's invoice by grouping charges according to cost centres.

Limitations: The number of billing groups or cost centres available is defined by the Collection. A Connection can only be applied to one billing group and/ or cost centre at a time and all usage for a Connection will be attributed to the cost centre that a Connection is applied to at the end of each month. Billing Customisation is not retrospective: a customer cannot request the feature for previous months or retrospectively update existing billing group or cost centres.

Description: The Customer can apply the following data controls using my.plan:

1. i.
   PERSONAL HOT SPOT (TETHERING) RESTRICTION: Personal Hot Spots (also known as data tethering and data sharing) enable a Connection to share its mobile data allowance with other devices in its vicinity. This includes but is not limited to other mobile phones, tablets, laptops, smart televisions and games consoles.
2. ii.
   STREAMING CONTENT DATA CONTROLS: Activating the Streaming Content Data Restriction helps to prevent or limit the streaming bitrate of a Connection from accessing sites and applications that have been categorised by an independent body as providing streaming content such as streaming film, television, video or music. The list of sites and services is constantly being revised and updated.
3. iii.
   SOCIAL MEDIA CONTENT DATA CONTROLS: Activating the Social Media Content Data Restriction helps to prevent a service from accessing sites and applications that have been categorised by an independent body as providing social media content such as Facebook, Twitter, Instagram, LinkedIn and YouTube. The list of sites and services is constantly being revised and updated.
4. iv.
   GAMBLING CONTENT DATA CONTROLS: Activating the Gambling Content Data Restriction helps to prevent a service from accessing sites and applications that have been categorised by an independent body as providing gambling content and services such as online betting and games.
5. v.
   ADULT CONTENT DATA CONTROLS: Activating the Adult Content Data Restriction helps to prevent a service from accessing sites and applications that have been categorised by an independent body as providing adult content such as pornography, sexually explicit materials, graphic violence, adult services and adult chat.

Limitations: Information regarding the data usage of mobile Services will not be available when the Mobile Service is being used via a Wi-Fi connection, therefore data usage on Wi-Fi cannot be controlled by these restrictions.

Description: Always On services keep eligible applications and services available to a Connection once its inclusive data allowance has been used up. While inclusive data allowance remains, usage on eligible applications and services is deducted from it as normal. Once the allowance has been used up, the Connection can continue to use eligible applications and services without additional Charges. "Always On" means that eligible applications and services remain accessible in this way, subject to the traffic management measures below. It does not mean that usage is unlimited or that any particular speed or quality is guaranteed. The Always On services are:

1. i.
   ALWAYS ON MESSAGING: Email, messaging and web access on eligible productivity applications, and messaging (including chat, presence and file transfer) on eligible call and meeting applications.
2. ii.
   ALWAYS ON APP CALLING: Audio calls and screen sharing on eligible call and meeting applications.
3. iii.
   ALWAYS ON VIDEO: Video calls and meetings on eligible call and meeting applications.
4. iv.
   ALWAYS ON MUSIC: Audio streaming on eligible music and radio applications. Video, podcasts, audiobooks and e-reading are excluded.
5. v.
   ALWAYS ON AI: Use of the apps and websites of eligible AI assistants. AI video generation is excluded.

Always On Messaging, Always On App Calling and Always On Video together make up Always On Business. Each Always On service is only available where included in the Customer's Collection.

Limitations: The eligible applications and services for each Always On service are those published by plan.com on its website from time to time, and may change. Always On services depend on the network being able to identify the relevant traffic. Traffic that cannot be identified, falls outside the description of the relevant Always On service, or relates to an application or service not included in the Customer's Collection is not covered by Always On services, and once the inclusive data allowance has been used up is treated in the same way as any other data usage. Always On services do not apply to usage over WiFi.

Traffic management: To maintain service quality, protect network performance and ensure fair access for all customers, we may apply reasonable traffic management measures to Always On services. “Always On” means that eligible services will remain available after the applicable Fair Use Threshold has been reached, although the speed at which those services can be accessed may be reduced as set out below.

Fair Use Thresholds: The thresholds are:

1. i.
   Domestic usage: 650GB per billing period; and
2. ii.
   Roaming usage: 25GB per billing period.

These thresholds apply to total data usage across the customer's inclusive data allowance and all Always On services on the relevant connection. They are not separate allowances for each Always On service. Where total usage exceeds the applicable Fair Use Threshold, we may reduce the data speed available for Always On services to 1 Mbps for the remainder of the relevant billing period. Eligible applications and services will remain accessible, although reduced speeds may affect their performance or functionality. We may also take reasonable and proportionate action where we reasonably identify misuse, circumvention or other use inconsistent with this policy.

Description: A new SIM may be required if a handset was lost/stolen, the Customer requested a number, or if a Customer is changing to a handset that uses a different sized SIM. If a physical SIM is required, it will be sent to the Customer's registered address. Alternatively, the Customer can request an eSIM through my.plan. An eSIM is issued immediately and its activation details can be delivered by QR code, SMS or URL.

Limitations: Customers who have been sent a new plan.com SIM will need to activate it before the Service can switched / connected. To swap to a new physical SIM, the Customer must enter a valid SIM serial number in my.plan. SIM swaps are subject to validation checks and may require additional verification, such as multi-factor authentication. plan.com may decline a SIM swap that fails these checks.

Description: New numbers can be requested by the Customer at any time. Charges may apply.

Limitations: Numbers are taken at random from a pool of numbers that are available to plan.com and will be assigned to the Connection by plan.com.

Customer Responsibilities: Once a new number has been allocated, the Customer may need to request a SIM Swap and activate the new SIM before the number is activated on the Connection.

Description: Diagnostics enables the Customer to run a health check on a Connection to help identify issues before they become a problem. Checks include SIM and service status, network registration, device IMEI, roaming, Lost or Stolen status, bars and restrictions, data usage, provisioning, allowances, Spend Controls and web filters. The Customer can also view a Connection's alerts and number history, re-run checks and log a support ticket from the Diagnostics panel.

Limitations: Diagnostics are indicative only. plan.com does not guarantee that all issues affecting a Connection will be identified. Results reflect the information available to plan.com when the checks were last run.

Description: Coverage Checker enables the Customer to search by postcode and view live network coverage information, from 2G to 5G, across its estate map. The Customer can also run bulk postcode checks, generate coverage reports and compare network performance to help identify the most suitable network for each location.

Limitations: Coverage information is provided by third-party network operators and is indicative only. Actual coverage may vary depending on location, buildings, weather, network congestion and the Customer's device. plan.com does not guarantee coverage at any location. Any indication of the most suitable network for a location is a guide only.

Description: The Customer can raise and track support tickets through my.plan, including from the Diagnostics panel.

Limitations: Raising a ticket through my.plan does not change the support or service levels set out in the Agreement.

Description: The Product Store enables the Customer to view and buy additional Products, such as Enhanced Cybersecurity, Journeys and Analysis & Events, through my.plan.

Limitations: Products bought through the Product Store are subject to the Agreement and to the Charges shown at the time of purchase. Some Products are only available on certain Collections.