vos.plan
Connection Tracker Guide

Using the Connection Tracker

  • You can check the Connection Tracker before connection day – this is encouraged so you can confirm everything is scheduled correctly.
  • Before connection day, steps will show as grey – this means they are scheduled and waiting. Status icons will only begin to change on the day of connection when provisioning starts.
  • Steps showing a dash (–) are not applicable for that connection type and will not run at all.

Support made simple – dive into our help articles and guides.

  • What is the Connection Tracker?

    The Connection Tracker is your real-time dashboard for monitoring the provisioning status of every service your customers have scheduled. It shows you exactly where each connection is in the workflow – from pre-checks through to billing confirmation – so you can track progress and act quickly if something needs attention.

    Two ways to view your services

    • Basic View: a high-level summary showing the overall status of each provisioning stage. This is the default view and ideal for day-to-day monitoring.
    • Advanced View: expands the Network Setup and Portals columns to show individual steps. Use this when you need to pinpoint exactly where an issue has occurred.

  • Understanding the Status Indicators

    Every step in the Connection Tracker shows a colour-coded status.

    Here is what each one means:

    ● Green - Step completed successfully – no action needed.

    ● Amber - Step is pending or in progress – monitor and allow time to complete.

    ● Grey - This step is scheduled but has not yet run. This is normal before and during connection day – allow time for it to progress.

    ● – (dash) - This step is not applicable for this connection type and will not run. No action required.

    A service row turns fully green and moves to Connected once every step has passed successfully.

  • Column-by-Column Guide (Basic View)

    The table below explains each column in the Basic View, what it represents, and what to do if you see a problem.

    Column What it means What to do if there's a problem
    Date The target connection date scheduled for this service. If the date has passed and the service is not Connected, raise an issue with the support team.
    Customer The customer name linked to this quote. Informational only – no action required.
    Quote Ref A short reference code linking to the service quote. Use this reference when raising an issue or contacting the support team.
    Network The target mobile network for this service. Informational only – no action required.
    Label A label set in the connection schedule. If none is set, the phone number is used instead. Informational only – no action required.
    Number The phone number for this service. Always check this matches the number you expect to be porting or connecting for the customer. If the number is incorrect, raise an issue immediately. If correct, no action required.
    Type The connection type: New, Port, or Renewal. Ensure the correct type was selected at quote stage. Raise an issue if incorrect.
    Pre Check All pre-checks relevant to this connection are combined into a single result. It shows the most recent check result, including any additional checks that run during provisioning. If grey on connection day, contact the support team immediately – do not wait. Manual intervention will be required to get the connection back on track. The sooner this is raised, the faster it can be resolved.
    MNP Mobile Number Portability. Confirms a PAC code was reserved before the cutoff window (external ports) or an internal PAC was generated (e.g. Cross Network Renewals). If amber or grey by 4pm, raise with the support team immediately. A missed cutoff may delay the port to the next day.
    Network Setup A combined status of all network steps (activations, port-ins, refreshes). Switch to Advanced View for individual step detail. If grey, switch to Advanced View to identify which step, then raise an issue with the support team.
    Portals Covers the setup of your customer's online account access, spend cap controls, and billing configuration. All three need to complete successfully for this to show green. Switch to Advanced View for a breakdown if needed. If grey, switch to Advanced View to identify which area has not completed, then contact the support team.
    Billings A post-check confirming billing completed after network provisioning. Not a live billing feed – runs at the end of the workflow. If grey within 24 hours of a successful connection, raise an issue with the support team.
    Connected Final confirmation that all post-checks have passed and the service is fully connected. If grey by end of connection day, raise an issue with the support team.

  • 4. Can VPN be removed or cancelled in life?

    No, if added at the contract stage, it cannot be removed in-life. However, if it’s added in-life, it can be removed in-life.

  • 5. Does VPN require any complex setup for the customer?

    No. It’s quick and easy to activate, with minimal setup required for end users.

  • 6. Is VPN suitable for remote and hybrid workers?

    Yes. VPN is ideal for customers with remote or hybrid teams, providing secure access wherever they work.

    • VPN Set up
    VPN Set up

    Terms & Conditions

    Got more questions? Please contact your plan.com partner or our support team if you have any questions!

  • 1. Definitions

    1.1
    “Agreement” means the Customer Agreement (including the Contract Summary and any Schedules) between Plan and the Customer.

    1.2
    “Supplier” means the third-party provider of the VPN client applications and VPN server infrastructure used to deliver the VPN Service.

    1.3
    “User” means an end user permitted by the Customer to use the VPN Service on a compatible device.

    1.4
    “VPN Service” means the virtual private network service supplied by Plan using Supplier client applications and server infrastructure.

  • 2. Order and Activation

    2.1
    The VPN Service is a standalone, optional subscription service offered by Plan and is not part of the Core Services, Contract Summary or Core Charges under the Agreement unless expressly stated otherwise.

    2.2
    The VPN Service is ordered through the Platform or such other ordering method as Plan may make available.

    2.3
    Activation occurs when the VPN profile is provisioned and a User signs in to the Supplier’s client application.

    2.4
    Device compatibility, operating-system support and app-store availability are determined by the Supplier’s client applications.

  • 3. Subscription Term

    3.1
    The VPN Service is supplied on a rolling monthly subscription basis commencing on the activation date and continuing until cancelled in accordance with clause 6.

    3.2
    No minimum term applies unless expressly agreed in writing.

  • 4. Charges and Billing

    4.1
    The VPN Service is chargeable from the activation date at the monthly price published by Plan or otherwise agreed with the Customer from time to time.

    4.2
    Unless expressly stated otherwise, the VPN Service charge does not form part of the Core Charges.

    4.3
    If activation or cancellation occurs part-way through a Billing Month, the charge for that month shall be pro-rated by reference to the number of days the VPN Service is active.

    4.4
    Charges for the VPN Service are billed and collected in the same billing cycle and manner as other charges under the Agreement unless Plan notifies the Customer otherwise.

  • 5. Price Changes

    5.1
    Unless expressly incorporated into the Core Charges, the VPN Service charge is not subject to the CPI or other price-adjustment mechanisms in the Contract Summary.

    5.2
    Plan may vary the monthly charge for the VPN Service by giving not less than 30 days’ prior notice.

    5.3
    If the Customer does not agree to a price change, it may cancel the VPN Service with effect from the end of the notice period.

  • 6. Cancellation

    6.1
    The Customer may cancel the VPN Service at any time by giving notice through the Platform or such other method as Plan specifies.

    6.2
    Cancellation takes effect at the end of the then-current Billing Month unless Plan confirms an earlier effective date.

    6.3
    The Customer will remain liable for all charges accrued up to the effective date of cancellation.

    6.4
    Cancellation of the VPN Service does not terminate the Agreement.

  • 7. Licence and Use

    7.1
    Subject to payment of the applicable charges, Plan grants the Customer a non-exclusive, non-transferable right for its Users to access and use the VPN Service during the subscription term.

    7.2
    The Customer shall not, and shall ensure Users do not, copy, modify, reverse engineer, decompile, disassemble or create derivative works of the Supplier’s applications, except to the extent that such restriction is prohibited by law.

  • 8. Acceptable Use

    8.1
    The Customer shall ensure the VPN Service is not used to violate law, infringe intellectual-property rights, transmit malicious code, interfere with networks or services, evade law-enforcement or sanctions, or breach platform and app-store rules.

    8.2
    The Customer is responsible for its Users’ use of the VPN Service and for safeguarding access credentials.

  • 9. Third-Party Supplier and Mandatory Flow-Downs

    9.1
    The Customer acknowledges that the VPN Service is delivered using Supplier client applications and infrastructure and that use of the Supplier’s applications is subject to the Supplier’s end-user licence terms, acceptable-use policy and privacy notices as updated from time to time.

    9.2
    The following terms are incorporated by reference and shall be flowed down by the Customer to its Users as a condition of use:

        9.2.1
        The Supplier’s end-user licence or terms of use for the VPN client applications.

        9.2.2
        The Supplier’s acceptable-use policy.

        9.2.3
        The Supplier’s privacy notice applicable to client-side telemetry, diagnostics and app-store data.

        9.2.4
        The applicable app-store terms governing download, installation and use of the Supplier’s applications.

    9.3
    Where there is any inconsistency between the Supplier terms referenced in clause 9.2 and these VPN Product Terms, the app-store and Supplier terms govern distribution and use of the Supplier’s applications, and the Agreement governs the commercial relationship between Plan and the Customer.

    9.4
    Plan may suspend or restrict the VPN Service where instructed by the Supplier, where required to address security, legal or policy issues, or to prevent harm.

  • 10.  Features and Limitations

    10.1
    The VPN Service provides encrypted transport between the User’s device and the Supplier’s servers. It does not guarantee access to any particular third-party content or the avoidance of geo-blocking, throttling or filtering imposed by third parties.

    10.2
    Performance depends on device, local connectivity and server load. Speeds, latency, availability, server locations and protocols may vary and are not guaranteed.

  • 11. Compliance, Export and Sanctions

    11.1
    The Customer shall ensure that use of the VPN Service complies with all applicable laws and regulations, including those relating to cryptography, export, re-export and sanctions.

    11.2
    The VPN Service shall not be used from embargoed territories or by restricted parties.

  • 12. Data Sharing, Roles and Privacy

    12.1
    Plan will share limited Customer and User data with the Supplier and its sub-processors to provision and support the VPN Service, including account identifiers, subscription status, device or application identifiers and limited diagnostic data.

    12.2
    To the extent the Supplier collects telemetry and app-store data directly via its client applications, the Supplier acts as an independent controller for that processing and its privacy notices apply. Plan acts as a controller for its own processing, including subscription, billing and support, and Plan’s Privacy Notice applies.

    12.3
    The Customer shall provide all necessary notices to Users regarding the processing described in this clause and shall ensure Users accept the Supplier privacy notices referenced in clause 9.2.3.

  • 13. Security

    13.1
    The Supplier operates the VPN client applications and server infrastructure. Plan does not audit or control the Supplier’s codebase or infrastructure and gives no assurance regarding the Supplier’s internal logging or operational practices.

    13.2
    The Customer remains responsible for endpoint security, device configuration and network policies.

  • 14. Maintenance and Charges

    14.1
    The Supplier may update client applications, protocols and server locations. Plan may reflect such updates without this constituting a detrimental change to Core Services.

    14.2
    Plan may modify, suspend or withdraw the VPN Service where required by the Supplier or by law, or on reasonable security grounds.

  • 15. Warranties and Disclaimers

    15.1
    The VPN Service is provided “as is” as a third-party service. To the maximum extent permitted by law, all implied conditions and warranties are excluded.

    15.2
    Plan passes through to the Customer any Supplier warranties to the extent permitted and on the same terms.

  • 16.  Service Levels

    16.1
    Unless expressly stated in the Agreement, no service-level commitments apply to the VPN Service. Supplier maintenance windows or interruptions shall not constitute a breach by Plan.

  • 17.  Intellectual Property

    17.1
    All rights in the Supplier’s applications, software, configurations and branding remain with the Supplier or its licensors. No rights are granted other than the limited right to use the VPN Service in accordance with these terms.

    17.2
    Plan branding used with the VPN Service remains Plan’s property.

  • 18. Indemnity for Misuse

    18.1

    ‍The Customer shall indemnify Plan against losses arising from third-party claims caused by the Customer’s or a User’s unlawful use of the VPN Service or breach of clauses 7, 8, 10, 11 or 12.

  • 19. Liability

    19.1
    Subject to clause 19.2, each party’s aggregate liability arising out of or in connection with the VPN Service in any Contract Year shall be limited to the charges paid or payable for the VPN Service in that Contract Year.

    19.2
    Nothing in these terms limits or excludes liability that cannot be limited or excluded by law.

  • 20. Suspension and Termination for Cause

    20.1

    ‍Plan may suspend or terminate the VPN Service immediately for material breach, unlawful use, non-payment, or where required by the Supplier or by law. Plan will notify the Customer where lawful and practicable.

  • 21. Open-Source and Third-Party Components

    21.1

    ‍The Supplier’s applications may include open-source or third-party components subject to their own licences. The Customer and Users shall comply with any such licence terms surfaced within the applications.

  • 22. Order of Precedence

    22.1
    If there is a conflict, the Agreement takes precedence over these VPN Product Terms, which take precedence over website and marketing materials and any inconsistent Plan policy documents.

  • 23. Changes to these Terms

    23.1
    These VPN Product Terms apply separately from, and do not amend, the Agreement.

    23.2
    Plan shall give notice of any material change and the Customer may cancel the VPN Service in accordance with clause 6 if it does not agree to the change.

  • 24. Law and Jurisdiction

    24.1
    These VPN Product Terms are governed by and construed in accordance with the governing-law and jurisdiction provisions of the Agreement.

  • 25. Notices and Customer Assistance

    25.1
    Notices relating to the VPN Service may be given via email, the Platform or in-app communications within the Supplier’s applications, provided that legal notices under the Agreement must follow the Agreement’s notice provisions.

    25.2
    The Customer shall provide reasonable assistance to ensure Users accept and comply with the flow-down terms referenced in clause 9.2 and shall ensure that the Supplier’s applications are uninstalled when the VPN Service is cancelled or terminated.

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