Standards of Service for the Provision and Maintenance of THUS' Demon Business Broadband, Demon Gamer Pro and Demon Premier Business Broadband

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1 Standards of Service for the Provision and Maintenance of THUS' Demon Business Broadband, Demon Gamer Pro and Demon Premier Business Broadband Services

2 Contents Contents Introduction Definitions Service Description Fault Response and Repair Criteria Fault Categories, Service Fix Times & Service Credits Demon Business Broadband Service Fix Times & Service Credits Demon Premier Broadband Service Fix Times Service Credits Planned Outages and Planned Maintenance Company Outage Procedure Customer Outage Procedure Customer Configuration Change Procedure Complaints Procedure... 9

3 1. Introduction 1.1 The Company shall endeavor to provide and support Demon Business Broadband and Demon Premier Broadband services (the Services ) as provided to you under the Agreement (the Services ) in accordance with this Standards of Service document which should be read in conjunction with the Conditions and any other documentation forming part of the Agreement. 2. Definitions 2.1 Unless expressly stated otherwise, words and expressions which are defined elsewhere in the Agreement shall have the same meaning when used in the Standards of Service. Please note that in the Standards of Service the following terms shall have the following meanings; Availability means the availability of the service; Clearance time means the measured time period from the logging of the fault on the Company fault management system to the return of Service in accordance with the Standards of Service; Critical Fault means total loss of all of the Services at one or more Premises; CMC means the Company s Customer Management Centre, which is operational 24 hours per day, 7 days a week; DSLAM means Digital Subscriber Line Access Multiplexer; Major Fault means partial loss of Service at one or more Premises; Minor Fault means a non Service affecting fault; Network Change Management means the Company s Change Management Team; Normal Working Day means the normal working day period operated by the Company maintenance team which is Monday to Sunday inclusive, 08:00 20:00 hours, but excluding Christmas day, Boxing day, New Year s day and January 2 nd (Scotland only). However these days and outwith the above times are covered by the maintenance teams under call-out procedures to cover Critical Faults; Planned Maintenance means maintenance, such as upgrade work, not requiring the temporary suspension of all or part of the Service but carrying a risk of impact to the Service; Planned Outage means a temporary suspension of all or part of the Service for maintenance or upgrades to be carried out; Service Credit means the payment which will be made to the Customer in the event of the Company failing to repair a Critical Fault within the Service Fix Time; and Service Fix Time means the times detailed in section 5 of the Standards of Service within which the Company aims to repair faults.

4 3. Service Description The Company will provide the Customer with the Services which: (i) for Demon Business Broadband services will include the following as part of the standard service: Broadband Connection with unlimited download volumes an ADSL connection at up to the speed specified by the product (e.g. Business 2000, Business 8000, Business 2+, Business 2+ Pro and Gamer Pro) and/or line speed capability; Hosting there are two options available, (NON NAT) SMPT only or (NAT) POP3 only. Both hosting options give unlimited addresses and capacity. The SMPT option provides a static IP address block whereas the POP3 option only provides one static IP address; Web Hosting 25MB of web space with domain name forwarding for Business 2000 and Business 8000 Web Hosting 60MB of web space with domain name forwarding for Business 2+ and Business 2+ Pro; (ii) for Demon Premier Broadband services will include the following as part of the standard service: Broadband Connection with unlimited download volumes an ADSL or SDSL connection at the speed specified by the product (e.g. 500Kbps, 1 or 2 Mbps Premier ADSL; or 1 or 2 Mbps Premier SDSL all available with a contention ratio of 1:1) Provision of Service - the Company will use reasonable endeavours to provide ADSL and SDSL* Service within 25 Business Days of the Agreement Date and provide ADSL2+ and SDSL* Connect within 7-10 Business Days of the Agreement Date. For Service to more than 5 Premises, the lead time in relation to the provision of Services will be determined upon receipt of application with the Company s order management department. SDSL lead times are subject to BT OpenReach engineering resource and availability.

5 4. Fault Response and Repair Criteria 4.1 If there is a problem associated with the Services, the Customer shall notify the Customer Service Centre (CMC). Support of the Service is co-ordinated by the Company 24 hours a day, 7 days a week using trained personnel and network management facilities designed to ensure the efficient operations of the Company System and continuity of Service. The contact telephone number for Business Broadband is The contact telephone number for Premier Broadband is The Customer must exhaust all investigative analysis prior to logging faults with the CMC. It is the responsibility of the Customer to prove that all faults passed to the Company are within the Company s responsibility. To enable timely and efficient diagnosis and resolution of all suspected faults, the CMC will require a minimum level of information from the Customer when the problem is first reported and prior to logging the fault on the fault management system. For Hosting faults and Internet connectivity faults this includes but is not limited to: Customer contact details; exact description of the problem; details of any error messages; details of any recent changes made by the Customer; diagnostics which the Customer has carried out in an attempt to localise the fault, such as: o ensuring routers are connected to the BT line o rebooting the router; and/or o ensuring router has power 4.3 The CMC will investigate the fault and will carry out the necessary repair and then use reasonable endeavors to make contact with Customer personnel and agree that the problem has been resolved satisfactorily before closing the fault. 4.4 If a multiple Service failure occurs, the Customer will be required to prioritise the order in which lost Services are to be restored. 4.5 The fault category will be agreed with the Customer when the Customer reports the fault to the CMC in accordance with the agreed fault criticality definitions. If the parties cannot reach agreed in this regard, the clock will stop with regard to the Service Fix Time and the parties shall utilise the dispute resolution procedure set out in the Conditions. For the avoidance of doubt, during any such clock stop time, the Company will continue to affect the necessary repairs to close the fault.

6 5. Fault Categories, Service Fix Times & Service Credits 5.1 Demon Business Broadband The Service can have several types of fault; however these will all fall within one of two fault areas. Fault area Service type Description Hosting Fault Hosting Faults regarding your SMTP service. Web Hosting Faults regarding access and visibility of your web site. Internet Connectivity Fault Company internet network Outside Company System Where the fault is found to be on the Company System. Where the fault is found on the CPE. The fault is on the end user access path (circuit from the Premises to the Company System) Service Fix Times & Service Credits Service type Service Fix Time Service Credit Hosting 8 hours 25 Web Hosting 8 hours 25 Company Internet network 8 hours 25 Outside Company network 48 hours Demon Premier Broadband Set out below is the Service Fix Time and the value of the Service Credit available. Critical Fault Standard Care Fix Time Enhanced Fix Time Service Credit BT in-span handover point to the BT 8 hours 8 hours 25 DSLAM Customer Premises to the BT DSLAM 48 hours 24 hours 25 on the Company System 8 hours 8 hours 25 another Carrier tail circuit 8 hours 8 hours Service Fix Times The Service Fix Time figures exclude any downtime caused by the following: downtime during an agreed Planned Outage and/or Planned Maintenance; the failure of any Customer Apparatus provided by the Customer which connects to the Service; the failure of any Equipment that cannot be rectified due to access restrictions to the Premises or circumstances beyond the reasonable control of the Company; and/or the Customer s negligence or wilful misconduct, or the negligence or wilful misconduct of employees, agents or subcontractors of the Customer.

7 5.4 Service Credits Although the Company endeavors to resolve all faults within the Company System in less than 8 hours, if the Company fails to fix a Critical Fault within the Service Fix Time then, subject to the exclusions detailed above, the Customer may be entitled to a Service Credit. In the event that the Customer makes a claim for a Service Credit, the CMC will inform the Customer if their claim is successful via . If the claim is unsuccessful and no Service Credit is payable, the CMC will provide a brief description of why the claim was declined. Customers are only entitled to one Service Credit per calendar month and this will be credited directly into the Customer s broadband billing account. In addition to the exceptions detailed above, the Service Fix Time is subject to certain terms and conditions, as detailed below, which must be met in order to successfully receive a Service Credit. 1 How often can a Customer claim a Service Credit? i) Customers are entitled to make a claim for one Service Credit per calendar month and must make that claim within 7 days from when the fault was closed. 2 What do Customers have to do to claim a Service Credit? i) Customers can only claim Service Credits using the online credit form which can be found at: 3 What type of Fault can Customers claim a Service Credit for? i) Customers can only submit a claim for a Service Credit in relation to a failure to meet the Service Fix Time in relation to a Critical Fault. 4 Are there any other exclusions that Customers need to be aware of? i) The Service Fix Time does not cover the Customer Outage Procedure or the Customer Configuration Change Procedure.

8 6. Planned Outages and Planned Maintenance 6.1 Company Outage Procedure This procedure will be implemented should it be found necessary for us to temporarily remove any Service provided to you. The Company will endeavour to provide a minimum of 3 Business Days notice will be given to the Customer prior to any Planned Outage and/or any Planned Maintenance. In certain circumstances, BT may carry out an emergency outage and/or maintenance work, and in such cases, the Company may be unable to provide any prior notification. The Company will endeavour to inform the Customer of outage details, date and time, via the website, subscribers to or via the newsnet newsgroup. It is the responsibility of the Customer to check these sources for this information on a regular basis. 6.2 Customer Outage Procedure This procedure will be used if the Customer needs to take any action that may have an effect on the Services provided by the Company. The Customer will report all potentially Service affecting maintenance work to Network Change Management by: in the first instance to: The Customer must provide the Company with a minimum of 15 Business Days prior notice of any such work. The Company shall have no obligation to meet the Service Fix Time where the Customer fails to provide the Company with the required prior notice and proceeds to carry out the maintenance work. The Customer is required to confirm via to when the outage commenced with the Company and when the outage is completed. 6.3 Customer Configuration Change Procedure If the Customer requires configuration changes to be made to their CPE, the CMC must be provided with the following details in order to proceed with the change: name of authorised Customer and contact details Customer login details; account number, and security password Thereafter, the Customer must send an to: detailing the configuration changes required.

9 The Company will aim to complete planned configuration changes within 2 Business Days and any emergency changes within 4 Business Day hours of receipt of the . Please note that these timescales are dependent upon the Customer providing the Company with accurate details of the configuration changes required. Any incomplete requests will not be processed. The Company will not be held responsible for any configuration errors carried out due to Customer inaccuracies on the request. 7. Complaints Procedure All Customer complaints have to be made to the CMC and will be logged in the complaints database held within the CMC. The following information will be requested and recorded: detail and source of complaint; date and time; name of Customer; contact telephone number; installation telephone number; hostname; account number; nature of complaint; premise(s) affected by complaint; and any other relevant information An acknowledgement of the complaint will be issued promptly and appropriate action taken to resolve the problem. All complaints will be targeted for resolution within 20 Business Days from initial receipt at the CMC and will be processed in accordance with the Company s Code of Practice, a copy of which can be obtained here:

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