TAXES & FEES

This fee is used to recover contributions NuWave Communications is required to make to the federal Universal Service Fund, which provides support to promote access to telecommunications services at reasonable rates for those living in rural and high-cost areas, income-eligible consumers, rural health care facilities, and schools and libraries. NuWave Communications is permitted, but not required, to recover these costs from its customers. The Federal Communications Commission (FCC) sets the applicable USF rate on a quarterly basis and is subject to change.

This fee is used to recover NuWave Communications's costs directly associated with providing 911 and E911 for DigitalLine customers. This is not a government-mandated charge. This fee applies to DigitalLine and VoIP customers only

The NuWave Communications Compliance and Administrative Cost Recovery Fee (“CRF”) is a fee that NuWave Communications charges in order to recover the various costs and expenses that it incurs in connection with:

  • complying with legal, regulatory, and other requirements, including without limitation federal, state, and local reporting and filing
  • requirements;responding to subpoenas, civil investigation demands, and other official requests, and otherwise assisting with official investigations;
  • reporting and managing payments to third party telecommunications services providers;
  • and acquiring and protecting intellectual property, including without limitation through the filing and maintenance of patents, trademarks, and other proprietary rights.

 The CRF is not a tax, nor is it mandated by any level of government or government agency.

This is a charge imposed by local governments to help pay for emergency services such as fire and rescue.

These taxes are imposed by state (US) or provincial (CAN), local, and municipal governments.

POLICIES

NuWave Communications permits you to fill out and sign certain forms using this web site. This Federal E-Sign Disclosure and Consent describes NuWave Communications’s process so that you can decide whether you wish to continue with your request through our web site. Please read this page carefully and print a copy of this page for your records.

Electronic Signature and Electronic Delivery of Disclosures and Notices

By clicking in the box marked “I agree” at the bottom of this page, you consent to use electronic communications, electronic records, and electronic signatures rather than paper documents for the forms provided on this web site. Those forms include

  • The Letter of Authorization permitting NuWave Communications to port your local or toll-free number;
  • All service and transaction updates regarding the status of the porting process for your local number;
  • Responses to communications from you;
  • Other documents relating to the porting process; and
  • All changes and updates to these disclosures, notices, and documents.

You understand that your electronic signature is legally binding, just as if you had signed a paper document. Your consent to use electronic signatures and documents applies only to materials related to your request for NuWave Communications to port your local or toll-free number.

Paper Signature and Paper Delivery of Disclosures and Notices

If you prefer to use paper signatures, you may instead print a copy of the Letter of Authorization on the next page, fill it out, and return it to us by mail or by facsimile. You understand that NuWave Communications will not begin to process your request until it receives the Letter of Authorization.

You have the right to receive a paper copy of the disclosures, notices, terms and conditions, and other communications described above. There is no cost to receive paper copies of any electronic records. If you wish to receive a paper copy, please send a request with your name, mailing address, daytime telephone number, and the document you wish to receive to one of the following:

  • Mail: NuWave Communications, Inc.Attn: Legal Department
    8275 S. Eastern Ave, Suite 200, Las Vegas, NV 89123
  • Phone: 888-368-9283
  • Email: legal@nuwave.com

System Requirements

In order to use electronic signatures and to receive electronic communications, you must have

  • a personal computer or other device that can connect to the Internet;
  • an e-mail address;
  • a web browser;
  • software that enables you to receive and view Portable Document Format (PDF)
    files, such as Adobe Acrobat Reader (available for a free download at http://get.adobe.com/reader/)

Withdrawal of Electronic Acceptance of Disclosures and Notices

You may withdraw your consent to receive electronic communications at any time. If you wish to do so, please notify us at the addresses above and provide your name, mailing address, daytime telephone number, and a description of the type of transaction from which you are withdrawing your consent.

NuWave Communications works with a third party carrier who, on our behalf, ports telephone numbers in accordance with applicable Regulatory Rules and Industry Guidelines. Our third-party carrier requires very specific and detailed information and requirements when completing a port request. Please be informed that you may be required to provide such detailed and specific information to complete a port request. 

If you are porting your number in from another carrier, please follow the instructions for Inbound Number Porting. If you would like to port your NuWave Communications number out to another carrier, please follow the instructions for Outbound Number Porting.

Inbound Number Porting

  • YOU MUST KEEP YOUR PREVIOUS SERVICE ACTIVE IN ORDER TO PORT YOUR NUMBER TO NUWAVE COMMUNICATIONS.
  • Check to see if your number can be ported into NuWave Communications by entering your number into our online verification system.
  • NuWave Communications’s online verification system will immediately conduct a validity search to verify portability. A validity search will determine if your telephone number can be ported into NuWave Communications. Certain numbers are not supported by our regional calling network and/or certain providers will not port numbers, therefore, these numbers cannot be ported. If your number can be ported, you will receive a message on your computer screen that your number can be ported, and you will be immediately directed to fill out an online Letter of Authorization (“LOA”). If your number cannot be ported, NuWave Communications will notify you on screen that your number cannot be ported.
  • Upon verification of portability, NuWave Communications will notify you on-screen that your number can be ported. You must then submit an LOA to NuWave Communications, authorizing your previous service provider to port your number to NuWave Communications. You may submit an online LOA and submit your LOA in PDF format via email or fax to NuWave Communications’s porting department as detailed on the LOA. Please be advised that if you do not fill out the information on the LOA properly, your porting request will be rejected. Most providers accept digital signatures on the LOA to port numbers; however, some providers require a handwritten signature on the LOA to port your number. If your previous provider requires a handwritten signature on the LOA, NuWave Communications will notify you via email and request that you fax or email us a copy of your signed LOA.
  • Depending on the type of number you are trying to port in, NuWave Communications may notify you via email that you are required to fax or email to NuWave Communications a copy of your bill from your previous provider to verify your customer and account information. 

    Toll free numbers. For toll free number porting requests, you must fax or email (i) a copy of your LOA with a handwritten signature and (ii) a copy of a billing statement from your previous provider. 

    Local and business numbers. For local and business number porting requests, you may be required to provide a copy of your billing statement and/or a copy of your LOA with a handwritten signature.
  • If you would like to ensure that your port is processed as quickly and efficiently as possible, you may also upload, fax or email to NuWave Communications a copy of your CSR (customer service record). You may request a copy of your CSR from your previous provider. If you cannot obtain a CSR from your previous provider, you may request your previous provider to send a letter on company letterhead that lists your account number, billing telephone number, service location address and specific numbers you are porting.
  • The following information must be listed on your bill, LOA or CSR to verify your customer and account information:
    • Number(s) you are asking to port
    • Your Name
    • Address – both billing and service addresses

*if your address is a P.O. Box, please provide NuWave Communications with an additional physical location address where the number resides

  • If there are additional numbers on your account with the losing provider other than the number to be ported, you must contact your previous provider’s porting department and tell them whether you intend to retire those numbers when canceling service.
  • NuWave Communications will then submit your LOA to your previous provider and wait for approval to port your number. You will be notified by NuWave Communications via email if your previous provider requires additional information and/or corrections to your LOA before NuWave Communications can port your number.
  • When NuWave Communications receives approval to port your number from your previous provider, we will begin porting your number.

Generally, inbound porting requests will be completed within ten (10) business days after NuWave Communications receives your LOA, provided that there are no issues with your LOA or otherwise. Please be advised that for small service providers, inbound porting requests can take up to thirty (30) business days to port. If you have not received response regarding your LOA within fourteen (14) business days or you have any questions regarding our Number Porting Policy, please follow the instructions to contact Customer Support at https://www.nuwave.com/support-center.html

Outbound Number Porting

  • YOU MUST KEEP YOUR NUWAVE COMMUNICATIONS SERVICE ACTIVE IN ORDER TO PORT YOUR NUMBER TO YOUR NEW PROVIDER. NuWave Communications cannot guarantee that your NuWave Communications number will be held for porting if you cancel your NuWave Communications service prior to receiving confirmation that your number has been successfully ported.
  • Request an LOA from your new provider.
  • Submit your LOA to your new provider.
  • Your new provider will notify NuWave Communications or our third party carrier of your number porting request and NuWave Communications will verify your account information. NuWave Communications requests that you pay all outstanding invoices and/or charges on your account before we port out your number. NuWave Communications will send an email notification to you of all such outstanding charges.
  • Upon verification of portability, NuWave Communications will notify your new provider that your NuWave Communications number may be ported.
  • You must notify NuWave Communications that your number has been successfully ported to ensure that your number is removed from our database.
  • You must notify and confirm cancellation of your NuWave Communications service. After you confirm that your NuWave Communications service has been canceled, NuWave Communications will no longer bill you for NuWave Communications services. YOU MAY CONTINUE TO BE BILLED IF YOU DO NOT CANCEL YOUR NUWAVE COMMUNICATIONS SERVICE AFTER YOUR NUMBER HAS BEEN PORTED.

Generally, Outbound porting requests will be completed within ten (10) business days after NuWave Communications receives your LOA from your new provider. If you have not received response regarding your port request within fourteen (14) business days or you have any questions regarding our Number Porting Policy, please follow the instructions to contact Customer Support at https://www.nuwave.com/support-center.html

NuWave Communications Provides Access to Emergency Calling Services. NuWave Communications provides access to emergency calling services, allowing most NuWave Communications Office Users to access Emergency Services (911 in the United States and Canada, 999/112 in the United Kingdom and throughout the European Union, 999/995/993 in Singapore, and any other applicable Emergency Services number). Your access may differ depending on your location or the device you are using, and it works differently than you may have experienced using traditional wireline or wireless telephones. It is strongly recommended that you have an alternative means for placing emergency calls available at all times.

NuWave Communications Office users using IP Desk Phones or Emergency Services-Enabled Softphones can dial emergency numbers directly from their IP Desk Phones or Emergency Services-Enabled Softphone. EMERGENCY CALLS CANNOT BE PLACED THROUGH SOFTPHONES THAT ARE NOT EMERGENCY SERVICES-ENABLED.

Emergency calls placed through the NuWave Communications Office Mobile Application on a smartphone are automatically routed to the native dialer on the smartphone, and the call will be handled by your wireless service provider if wireless service is available. If your wireless service is unavailable, the call cannot be placed. The NuWave Communications Mobile Application cannot place emergency calls over Wi-Fi access. Emergency dialing is not available through the NuWave Communications Office Mobile Application on tablets or other mobile devices without a native phone dialer and a wireless service plan.

 

How it Works. When a NuWave Communications Office user dials an emergency number on an IP Desk Phone or Emergency Services-Enabled Softphone, the NuWave Communications phone number and the Registered Address you have provided is sent to the local emergency responder serving your location. In most cases, emergency operators have access to this information; however, in some cases the emergency operator answering the call may not be able to see your NuWave Communications telephone number or your Registered Address. That might happen if there is a problem validating a Registered Address, if the Registered Address is an international location, or if the Registered Address is in an area that is not covered by the landline emergency dialing network. You should always be prepared to provide the emergency operator with your NuWave Communications telephone number and Registered Address in case the call is dropped or disconnected. If you are unable to speak, the emergency operator may not be able to send help to your location and/or call you back should the call be disconnected. NuWave Communications does not control whether or not the emergency operator receives your telephone number and Registered Address.

 

Service limitations. NuWave Communications emergency services dialing will not function in the event of an Internet or power outage, if you do not have cellular service (on the NuWave Communications Mobile Application), or if your broadband, ISP, or NuWave Communications Office service is terminated. The NuWave Communications Mobile Application cannot send emergency calls over Wi-Fi access. It is possible that network congestion may delay or prevent completion of an emergency call. NuWave Communications emergency service dialing may not be available in all countries.

Registering Your Location. You agree to register with NuWave Communications immediately upon activation the address of the physical location where you will use the NuWave Communications Office service, including each IP Desk Phone and each Emergency Services-Enabled Softphone. This is your Registered Address. You agree that you will accurately register each individual line through the Account Administrative Portal or the Customer Portal for the applicable End User. If you or your End Users move a registered device to a new location, you agree to immediately update the Registered Address with the new physical location of the device with NuWave Communications through the Administrative Portal or in your account settings. You also may update the Registered Address at any time through  https://www.nuwave.com/support-center.html. You acknowledge that if you do not update the Registered Address, any emergency calls made from the device may be sent to the wrong emergency response center and will not transmit your current location information to emergency responders, delaying emergency assistance to you. The address update may not take effect immediately. Customers with more than one line or extension are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each IP Desk Phone and each Emergency Services-Enabled Softphone, and that their End Users are aware of how the Registered Address can be changed.

Notification of Employees, Guests, or Other Users. You agree to notify any employees, contractors, guests, or persons who may place calls using the Office Services or may be present at the physical location where the Office Services may be used, of the limitations of NuWave Communications emergency service dialing from Your NuWave Communications Office IP phone, Softphone, or other equipment. You agree to affix a NuWave Communications-provided sticker warning that emergency dialing service may be limited or unavailable in a readily visible place on each piece of equipment that might be used to access or use the Office Services. You and Your End Users should always have an alternative means for placing emergency dialing calls and/or sending text messages to emergency numbers.

Disclaimer of Liability for Emergency Call Response. You acknowledge and agree that your use, and use by your employees and/or guests or other third parties, of NuWave Communications’s emergency services dialing are subject to the limitations described herein. The availability of certain features, such as transmission of a Registered Address or your NuWave Communications telephone number, depends on whether local emergency response centers support those features, and are factors outside of the NuWave Communications Parties’ control. NuWave Communications relies on third parties to assist us in routing emergency calls and text messages (where available) to local emergency response centers. NuWave Communications does not have control over local emergency response centers, emergency responders, or other third parties. Accordingly, to the extent permitted by applicable Law, you hereby release, discharge, and hold harmless the NuWave Communications Parties from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency call. You agree to indemnify and hold harmless the NuWave Communications Parties, and any third-party provider(s) from any and all third party claims, losses, damages, fines, or penalties arising out of (a) your provision to NuWave Communications of incorrect information, including physical addresses, or your failure to update your Registered Address; (b) your failure to properly notify any person who may place calls using the Office Services of the emergency calling limitations; or (c) the absence, failure, or outage of emergency service dialing using the Office Services for any reason; and (d) the inability of any user of the Office Services to be able to dial emergency services or access emergency service personnel for any reason.

This document describes procedures law enforcement authorities and individuals involved in civil litigation should follow to request data from NuWave Communications, Inc. and its corporate affiliates (“NuWave Communications”).
These guidelines are provided for informational purposes only and do not represent a commitment by NuWave Communications to provide information. NuWave Communications also reserves its rights to require reasonable reimbursement in connection with its responses to data requests. NuWave Communications may revise these guidelines and the underlying processes at any time without notice. Contact NuWave Communications at support@nuwave.com to request the latest version of these guidelines.
NuWave Communications reserves the right to respond or object to any request for data in any manner consistent with applicable law.
Private litigants are strongly encouraged to seek any and all Data directly from the NuWave Communications Customer or End User, who can use automated account tools to download the relevant Data from their NuWave Communications Admin Portal.
For your convenience you may download a copy of these NuWave Communications Data Request Guidelines here.
I. NuWave Communications’s Commitment to its Account Holders
In order to maintain the privacy and trust of our Customers, we strive to ensure that our policies and practices provide clarity, when it comes to their personal information. In keeping with this commitment to our Customers, we respond to requests for customer data in accordance with our Terms of Service and our Privacy Notice. NuWave Communications may not respond to requests for information that violate established legal processes.
II. Data Requests
NuWave Communications only considers the following types of requests pursuant to formal legal processes. For Customers or End Users requesting copies of their own data please refer to the NuWave Communications Individual’s Rights and Complaints Handling Procedure.
A. Data Requests:
A Data Request is a request for information relating to a NuWave Communications customer account in connection with an official criminal or administrative investigation or proceeding, or a filed civil legal action.
Customers or End Users who need copies of their own data should download that data through their Admin Portals, rather than submitting Data Requests to NuWave Communications. Customers or End Users needing support in navigating their Admin Portals should contact NuWave Customer Care Center (https://www.nuwave.com). NuWave Communications will comply with a Data Request sent from a Customer or End User only where required by law and after a showing that such data cannot be obtained through the Admin Portal (and NuWave Communications may require reimbursement as set forth in Section XI).
Except in very limited exigent or emergency situations (see sub-section C below), NuWave Communications generally will not respond to Data Requests unless they are made through formal legal processes and procedures. Examples of legal processes that may serve as the basis for a Data Request include the following:

  • Subpoenas
  • Court Orders
  • Search Warrants
  • Civil Investigative Demands

B. Preservation Requests:
A Preservation Request asks NuWave Communications to preserve customer account data in connection with an official criminal or administrative investigation or proceeding. Preservation Requests must include all of the information outlined in Section V (Information to Include in Data Requests) below.
In response to a Preservation Request, NuWave Communications will generally agree to preserve a one-time snapshot of the then-existing account data that the Preservation Request specifies for ninety (90) days, pending service of formal legal process and provided the requestor agrees to the fees schedule set forth herein.
On the ninety-first (91st) day the preserved data may be deleted unless the requestor has provided a formal Data Request in the interim. Any production of preserved data will be subject to the timelines and fees outlined in these guidelines, which may include an additional fee for any such preservation.
A Preservation Request will not result in NuWave Communications recovering customer data that has already been deleted. NuWave Communications is not able to recover customer data once it has been deleted.
C. Emergency Requests:
Emergency requests for customer Data will not be considered unless they are made using the Emergency Data Request Form (see attached) or are made in connection with a Court Order. Emergency Requests (if made without a Court Order) are only appropriate in cases involving the risk of serious bodily harm or death, and (absent a Court Order) NuWave Communications responds to such Requests only when NuWave Communications believes that such harm may be imminent if we do not respond.

III. Service of Process for Data Requests
NuWave Communications will review and respond to properly served request for data as required by law and in accordance with its Terms of Use and Privacy Notice.
NuWave Communications may object to requests for data for any reason and will object if they are deemed by NuWave Communications to have been improperly served, are overly broad or vague, or unduly burdensome.
A. Service of Process by Law Enforcement:
As a courtesy to law enforcement, NuWave Communications accepts service of subpoenas, warrants, court orders, and governmental civil investigative demands or related legal process which do not require the oral testimony or personal appearance of a NuWave Communications representative, via email at support@nuwave.com, with a copy by any means authorized under the Federal Rules of Civil Procedure or California State Law on NuWave Communications’s business address 8275 S. Eastern Ave, Suite 200, Las Vegas, NV 89123. Acceptance of service of process by email is strictly voluntary and may change at any time and without notice.
NuWave Communications does not consent to service by fax or email for subpoenas, warrants, court orders, and civil investigative demands or related legal process seeking oral testimony or the personal appearance of a NuWave Communications representative. NuWave Communications requests personal service on NuWave Communications’s registered agent for service of process of legal process seeking oral testimony or the personal appearance of a NuWave Communications representative.
D. Service of Process in Civil Matters
All service of process in civil matters should be localized through the California state or federal courts, as applicable, and conform to the laws of the State of California.
IV. Additional Restrictions and Terms:
To the extent permitted by law, NuWave Communications reserves the right to require payment in advance of any production related to a Data Request; to withhold delivery of information until payment is received; and to seek enforcement of charges, including the cost of collection, through collections agencies, and any other means necessary and available under applicable law.
V. Information to Include in Data Requests
NuWave Communications’s databases are not designed to enable any kind of search a requestor might desire. In addition, certain features of NuWave Communications’s business make many common search requests virtually worthless. For example, NuWave Communications allows its customers to add or drop telephone numbers from their accounts through their Admin Portal at any time and as often as they like. As a result, a given telephone number may be assigned to many different users over a comparatively short period of time. Thus a request for information relating to a given telephone number is (unless targeted to a very short period of time) highly likely to relate to more than just the user(s) who are relevant to the Data Request and impinge on the privacy rights of those users. For these reasons, NuWave Communications cannot reasonably consider a Data Request unless it includes at least the following information:

  • Telephone Number or User Identification Number (“UID”)
  • A specific date or a narrowly tailored date range (generally up to 2 months).
  • Any other potentially identifying information (for example a customer’s name, physical address, email address) in the possession of the Requestor.
    • Please note that NuWave Communications customers register through an online portal and their names, addresses and other contact information are not verified or regulated by NuWave Communications in any way. As a result, (a) in some cases the identifying information provided by a requestor may not be used in a search and (b) searching by user name may be unreasonably overbroad so RC may require the requestor to provide narrower criteria (E.g., NuWave Communications has thousands of accounts with first name: “Customer” and last name “Service”).

A. Law Enforcement Data Requests
To enable NuWave Communications to verify that a data request is from an official law enforcement agency or authority, NuWave Communications requires that each law enforcement request include at least the following information:

  • Requesting Agency’s Name
  • Requesting Agent’s Name
  • Requesting Agent’s Badge/Identification Number
  • Requesting Agent’s Employer-Issued E-mail Address (NuWave Communications will not respond to an individual’s private email address or any e-mail address in a domain unassociated with the Requesting Agency)
  • Requesting Agent’s Telephone Number (including extension)
  • Requesting Agent’s Mailing Address (P.O. boxes will not be accepted)
  • Requested Response Date (please allow at least 2 weeks for processing)

E. Civil Data Requests
The following contact information is required for the requesting party and its counsel of record:

  • Requesting Party’s Name
  • Counsel Name and applicable State Bar Number
  • Local Counsel Name and California State Bar Number
  • Telephone Number
  • E-mail Address
  • Mailing Address (P.O. boxes will not be accepted)
  • Requested Response Date (please allow at least 4 weeks for processing)

Private litigants are strongly encouraged to seek Data directly from the NuWave Communications Customer or End User, who can use automated account tools to download the relevant Data from their NuWave Communications Admin Portal.
F. Time for Response
Requests are generally handled in the order received, subject to other pending expedited requests, with law enforcement requests given priority.
Expedited responses for data, if available resources permit, will be provided on a case-by-case basis and are subject to a fee for expediting the response, where permitted by law.
Response times will be commensurate with the size and complexity of the request; generally a response may be expected within thirty (30) days.
G. Responsive Information
Responsive information is generally returned via e-mail in the form of a compressed, password protected file; however, if the volume of returned data is larger than a few megabytes, we may place the compressed, password protected file for download via a secured NuWave Communications Box account or FTP server.
VI. Types of Information Available in Response to Data Requests
A. Information NuWave Communications Can Provide
Depending on the type of legal process validly issued and served upon NuWave Communications, we may be able to respond with one or more of the types of data set forth in this Section.
It is important that NuWave Communications protect its customer information not only as indicated in our Terms of Service and Privacy Notice but also in accordance with state, federal, and international data protection and communications laws. Disclosure of some types of Data is more highly restricted by law and may only be disclosed in response to certain types of entities or with specific types of legal process.
Governmental Requests: in response to a Data Request from a government entity, which is validly served and supported by sufficient legal process, NuWave Communications may provide Basic Subscriber Information, Billing History Information, Additional Number or Extensions, Call Log Data, Fax Log Data, SMS Log Data, Comment Log Data, and Content of Communications. These types of information are described in more detail below.
Civil Requests: in response to a Data Request from a private litigant, which is validly served and supported by sufficient legal process, NuWave Communications typically may provide Basic Subscriber Information, Billing History Information, Additional Number or Extensions and Comment Log Data (not Call/Fax Logs, SMS Message Records, or Media) provided that the request is properly limited in scope.
Private litigants: are strongly encouraged to seek Call Logs, Fax Logs, SMS Logs, or the Content of Communications directly from the NuWave Communications Customer or End User, who can use automated account tools to download the relevant Data from their NuWave Communications Admin Portal.
Each of these classes of information is described further below. Keep in mind that while NuWave Communications is often able to provide the sorts of data above, it cannot guarantee that this will be the case for your data request. Each customer’s circumstances are unique; information that is readily accessible or useful in some cases may not be in others.
The production of Call Logs, Fax Logs, and SMS Logs is frequently unduly onerous, and NuWave Communications may object to the production of these records to private litigants. Additionally, NuWave Communications is typically prohibited from producing the Content of Communications to private litigants.
The Fees associated with the production of each of these categories of records is outlined in Section XI (Cost Reimbursement).
B. Basic Subscriber Information
A report which shows basic subscriber information including, to the extent NuWave Communications’s customer completed the fields upon registration, the following information:

  • Customer’s First and Last Name
  • Contact Telephone Number
  • Company Name, if applicable
  • Physical or Mailing Address (Street, City, State, and Zip Code)
  • Email Address(es)
  • Date of Account Signup and Next Billing or Deactivation Date

H. Billing History Information
A report which gives very basic information in the form of line items transactions:

  • Date of Transaction
  • Transaction Reference Number
  • Amount of Transaction
  • Payment Method (including the last 4 digits of a credit card1 or Indication of Invoice Billing)
  • State of Transaction (Success or Failure)

I. Additional Numbers or Extensions
A list of all other phone numbers associated with the same account. This report shows the number and the date it was added to the customer’s account; it also shows the underlying provider of the number (for example, Level3 or Bandwidth).
J. Comment Logs
A “comment log” report lists of activities that are associated with an account and are logged by NuWave Communications employees. Each logged activity has a date/time stamp and a brief description of the activity performed. Note that there is substantial variation in the quality and content of comment logs.
K. Call/Fax Log Records
A document in substantially the same format as traditional call detail records, although there are slight differences because NuWave Communications’s systems are cloud-based. NuWave Communications delivers Call and Fax Log Records in the form of a comma-separated value (CSV) file.
L. SMS Log Records
A report that includes substantially the same information as Call/Fax Log Reports. NuWave Communications delivers SMS Message Logs in the form of a CSV file.
M. Content of Communications
Depending on the scope of the request), NuWave Communications may be able to provide various communications content (listed below):

  • Faxes
  • Incoming Voice Messages
  • Content of SMS Messages
  • Call Recordings
  • Glip data

NuWave Communications delivers the Content of Communications in multiple formats as follows:

  • Faxes will be delivered as PDF formatted files
  • Incoming Voice Messages and Call Recordings will be delivered as either MP3 or WAV format files, depending on how our customer has their account setup
  • Content of SMS Messages will be delivered in a CSV file
  • Glip Data will be delivered in JavaScript Object Notation (JSON) format

VII. NuWave Communications’s Data Retention Periods
NuWave Communications takes reasonable and appropriate steps to guard against inadvertent or malicious deletion or destruction of data in its systems. NuWave Communications provides information about its data retention policies for general informational purposes only, and does not commit to retaining all information as described below. For more information please refer to NuWave Communications Records Retention Policy.
NuWave Communications’s retains information related to our customers’ accounts in accordance with the following data retention schedules and subject to the automated deletion cycles listed below. NuWave Communications normally deletes or de-identifies all data from a customer’s account within 30-45 days of account closure. In addition, customers have the ability to delete numerous types of data for their accounts, such as voicemails and faxes. The following retention periods generally assume the customer has not deleted the data from its account. NuWave Communications is not able to recover customer data once it has been deleted.
NuWave Communications retains data for all accounts as follows:


Basic Subscriber Information

For as long as needed to provide services to the customer and as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Billing History Information

Additional Numbers of Lines Associated with a Given Account

Comment Log and Records of Activity

Call/Fax Log Records

Other data is retained depending upon whether the customer’s account is set up as a HIPAA account.

Data Retention for Non-HIPAA Accounts


Incoming Faxes and Voice Messages

200 Total, then begin deleting oldest Message

Outgoing Faxes

30 Days

SMS Messages

5,000 Messages, then begin deleting oldest SMS Message

Call Recordings

90 Days

Sent Faxes

30 Days

Glip Data

Set by individual customers at any interval between twenty-four (24) hours and up.
Notwithstanding the forgoing, NuWave Communications only maintains such information for as long as needed to provide services to the customer and as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Data Retention for HIPAA Accounts


Incoming Faxes and Voice Messages

30 Days

Outgoing Faxes

30 Days

SMS Messages

Not Available

Call Recordings

30 Days

Sent Faxes

30 Days

VIII. Notification of Customers
NuWave Communications’s notifies its customers of Data Requests unless precluded from doing so by law or court order. Law enforcement officials who believe that notification would jeopardize an investigation should obtain an appropriate court order or other valid legal process that specifically prohibits customer notification prior to sending a Data Request or Preservation Request to NuWave Communications. When a Data Request is accompanied by a nondisclosure order, NuWave Communications will notify the affected customer(s) as soon as the order is overturned or expires.
Please note that nondisclosure orders should be as narrow in scope and duration as circumstances permit, and that NuWave Communications does not provide advance notice to the requesting party that a nondisclosure order is expiring; it is up to the requesting party to calendar the nondisclosure period and to keep NuWave Communications apprised of any modifications or extensions.
If your Data Request draws attention to an ongoing violation of our Terms of Service, or Privacy Notice we may take action to prevent any further abuse in order to protect the network, comply with our legal obligations and/or protect other NuWave Communications customers. This may include actions that could (explicitly or implicitly) notify the customer that we are aware of his or her misconduct.
IX. Non-US Requests
At the present time, a Mutual Legal Assistance Treaty (MLAT) Request or letter interrogatory is typically required for disclosure of Data in connection with a non-United States Data Request.
X. Questions/Status Requests:
Questions regarding the NuWave Communications Data Request Guidelines should be directed to: support@nuwave.com. For security reasons, NuWave Communications will only respond to questions submitted in writing.
To prevent delays in response to your Data Request and those of others, please allow NuWave Communications ten (10) business days to respond to your request before you inquire as to its status.
XI. Cost Reimbursement:
To cover the cost of compliance to NuWave Communications, NuWave Communications requires payment of the following fees, to the extent allowable by law, for all Data Requests, regardless of format or requesting party. NuWave Communications may charge additional fees for especially burdensome requests or requests not covered in the tables below

$50.00

Per account for any combination of the following:

  • Basic Subscriber Information
  • Billing History Information
  • Additional Number or Extensions
  • Comment Logs

$100.00

Per account for:

  • Preservation, and/or
  • Expedited Handling, if available

$40.00/Month

Call/Fax Log Records per account

$40.00/Month

SMS Log Records per account

$80.00/Month

Per Content of Communications Type:

  • Faxes
  • Content of SMS Messages
  • Voice Messages
    • Call Recordings

$0.25/Page

Photocopies and facsimiles exceeding ten pages

$60.00 for travel and $10 per signature

Per notarized document request (i.e. affidavit)

$190.00/hour/Paralegal Time
$250.00/hour/Engineer Time
$450/hour/Attorney Time

Requests requiring more than 0.5 hours will be billed at a one- (1-) hour minimum.

Pen Register/Trap and Trace 

NuWave Communications’s actual cost

Wiretap 

NuWave Communications’s actual cost

 

Payment methods

Check:

Make payable to NuWave Communications, Inc.
(Tax ID # 26-0245926)
Mail to:

  • NuWave Communications, Inc.
  • Attn:

Please indicate “Subpoena Request” and your Invoice Number on the check.
*A $45 fee will be charged for any returned checks.

ACH or Wire Transfer

Contact NuWave Communications Accounts Payable Monday through Friday between the hours of 9:00 am and 4:00 pm Pacific Time.
Telephone: 888-368-9283
Please have your Invoice Number ready to provide to the NuWave Communications representative.