The Weave service may be purchased only by customers located in the United States (including Puerto Rico) or Canada. While Weave software can be used outside of the United States & Canada, it does come with some risk.
If you choose to access or use the Weave service from outside the United States or Canada, you are entirely responsible for compliance with local law, including, but not limited to export and import regulations. Read more about the location of the Weave service and other restrictions in our Terms of Service.
If you use remote work assistance to help answer and direct phone calls for your office, please note:
- Weave does not ship any hardware to locations outside the United States or Canada.
- Softphones and the mobile app may be a good solution for remote workers who require the use of a business phone. However, there are some caveats to this offering.
Weave servers are located in the U.S. Voice communication quality will vary depending on users’ distances from these servers.
For example, a phone call from New York City to Los Angeles will have a higher likelihood of good call quality than a phone call from Los Angeles to Manila (Philippines). Customers with remote workers in other countries, particularly those in other quadraspheres of the globe, can expect less reliability in their call quality and connectivity.
Users must accept this risk when using or accessing Weave’s phone service outside of Weave’s countries of operation.
Softphone use outside of the U.S. and Canada
Use of a VPN and other remote access tools:
Some remote access tools will not work well with the Weave softphone.
- The softphone uses a computer’s default mic and speaker selections. If a remote tool is accessing a different device to use the softphone on that device, the softphone will likely not work because it is picking up the mic and speakers of the accessed device and may not pass that audio back to the device that is using the remote tool.
- Weave does not troubleshoot VPNs and other remote software. If a remote worker is experiencing problems with their Softphone's connectivity, you can try a different remote access software or directly download the app onto the initiating device.
- A remote access tool may create multiple instances of a single softphone extension. If a softphone has multiple instances of the same extension active (for example, the same user ID is used to log in to two different devices and has the softphone active in both) it will create a dual registration, causing the phone to “fight” over phone calls and connectivity. In this case, both devices will begin to experience increased dropped calls, poor connectivity and quality, and possibly loss of softphone access (crashing).
- All users should have their own login to the app. Sharing login credentials will increase problems using the softphone.
- Weave does not troubleshoot remote software, but you can try a different remote access tool or directly download the app and use unique credentials to access a softphone.
Before providing a remote worker access to a softphone, a network test is highly recommended. The network test must meet the following thresholds:
- Latency: 150ms or less
- Jitter: 30ms or less
- Packet Loss: 2% or less
- MOS: 3.4 or higher
- Bandwidth: 200 kbps or higher upload/download
Weave support cannot troubleshoot networks. We recommend further testing and assistance by your dedicated IT technician and/or Internet Service Provider (ISP). ISPs in some countries may not be able to provide offerings that meet these threshold requirements.
Note: If a user continues to use their softphone with an underperforming network, they will likely experience degraded performance, such as dropped calls and poor quality.
Weave mobile app use outside of the U.S. and Canada
Experience on the Weave mobile app anywhere will be dependent on wifi connectivity (and internet reliability from a user’s ISP) or the telecommunications provider of the device that the app is being used on.
- The phone function of the Weave mobile app is subject to the same technical limitations as the softphone regarding server vicinity and network connectivity requirements. This is the ultimate caveat to using Weave phone service anywhere and users should accept this risk when using the mobile app phone outside of the U.S. or Canada.
- The Weave mobile app phone creates a unique phone ID for each device it is accessed on and is not currently subject to the same unique ID requirements that a softphone is.
- Weave will not troubleshoot specific phone issues that occur with the mobile phone app when the phone is being used outside of the U.S. and Canada. We can offer limited troubleshooting assistance with the app itself (such as restarting, redownloading, or changing settings) or make light recommendations, such as switching from wifi to data.
Hardware phones outside of the U.S. and Canada
Weave does not ship phones outside of the U.S. and Canada. If you decide to ship your purchased phone to a remote worker and that worker experiences poor connectivity, we will not troubleshoot the device until it is back in the U.S. or Canada.
- You can try a network test, but Weave will not further troubleshoot until the device is back in the U.S. or Canada.
- Use of a deskphone outside of the U.S. and Canada is subject to the technical limitations of the user’s vicinity to Weave’s servers. Users must accept this risk when using the phone outside of Weave’s countries of operation.