PlusNet Terms and Conditions for Enhanced Care

1. DEFINITIONS

1.1 Working Hours are defined as 8.00am to 8.00pm Monday to Friday, excluding bank holidays.

1.2 A Fault is defined as a customer having no end to end IP connectivity between the internet and customers CPE (customer premises equipment) at the customer's premises.

1.3 The SLA clock starts when the customer raises a Fault either via the Telephone or the Help Assistant.

1.4 The SLA clock can be suspended due to the following reasons. Suspended time will be excluded from the total fault time:

1.4.1 Fault passed back for retest: PlusNet believes the fault to be resolved and require confirmation from the end user via a retest.

1.4.2 Further diagnostics required: PlusNet requires further end user diagnostics in order to progress the fault.

1.4.3 Awaiting Customer visit appointment: The Fault clock will be suspended whilst the appointment is arranged between the customer and BT and until the completion of the engineer visit.

1.4.4 No access to Customer premises at appointment slot: The Fault clock will be suspended until a new appointment is made.

1.5 The response and resolution time is measured from the moment a Help Assistant ticket reference is created, either by the Customer via the portal or by an analyst over the telephone.

1.6 The Fault will be closed and the Fault clock stopped once the customer informs PlusNet that the Fault has been cleared or after 5 working days, whichever is the earlier.

2. SERVICE OVERVIEW

2.1 This agreement sets out the PlusNet Enhanced Care Service levels and conditions of the Service.

2.2 The PlusNet Enhanced Care Service provides guaranteed response and resolution service levels to Faults on the Business Broadband Service provided by PlusNet ("PlusNet Broadband").

2.3 The Service applies exclusively to PlusNet Broadband.

2.4 The Service does not apply to other associated services including (but not limited to) email, webspace or any other additional service provided with PlusNet Broadband.

2.5 The agreement does not apply to any equipment connected to the circuit or PlusNet network irrespective of whether or not it has been supplied by PlusNet.

2.6 The Enhanced Care Service is only available to PlusNet customers on the BT Wholesale provided Broadband service.

2.7 The Customer must register the fault either by calling the PlusNet Business Support helpdesk or by registering the Fault using the Help Assistant at www.plus.net. PlusNet do not accept Fault reports via email or any other means.

2.8 The Customer will provide a nominated contact to which all Fault updates will be communicated.

2.9 The Customer agrees to supply PlusNet with all necessary data to prove the existence of a Fault and provide reasonable assistance to the PlusNet analyst in determining the cause and condition of the Fault throughout the duration of the Fault.

2.10 The Customer must be available to provide access to the affected site premises 24/7 in cases where a BT engineer visit is required to fix the Fault.

2.11 The PlusNet Enhanced Care Service Level applies once the provision order has been completed and is activated on the account. (This can take up to 5 working days). Only faults raised after this will be dealt with under the Enhanced Care Service Level.

2.12 A 30 day notification period for cancellations is required.

3. SERVICE LEVEL AGREEMENTS

3.1 PlusNet commits to a 1 "Working Hour" response for all technical support enquiries relating to PlusNet Business Broadband. Responses will be made via the Help Assistant tickets or telephone.

3.2 PlusNet commits to a 24 "Working Hours" resolution for any Fault found to have originated with the PlusNet Business Broadband.

4. SERVICE CREDITS

4.1 Where PlusNet fails to meet the service levels defined in Clause 3. PlusNet agrees to compensate the Customer with a maximum of £20 as a Service Credit. The Service credit will be applied in the form of a credit against the advanced subscription fee for the PlusNet Broadband line affected.

4.2 Compensation is limited to the Service credit. The Customer acknowledges that payment of service credit(s) is in full and final settlement for failure by PlusNet to achieve the service levels set out in Clause 2.1 above and is the Customer's sole remedy for such failure

4.3 Any claims must be registered via the Help Assistant at www.plus.net within 5 working days of Plusnet's notification that the Fault has been resolved.

4.4 Service credits are limited to a maximum of one month's subscription fee in any calendar month regardless of the number of Faults registered by the Customer in any calendar month.

4.5 The Customer can only make one claim against each Fault.

4.6 PlusNet is under no obligation to guarantee Service Credits will be issued against every claim. Each claim will be assessed on a case by case basis.

4.7 PlusNet will use only Plusnet's performance and availability information in order to determine whether a Fault, as defined in clause 3 above and subject to any exclusions set out in clause 5 below, has occurred. Plusnet's decision on this shall be final.

5 EXCLUSIONS

5.1 Claims will not be issued when a Fault is caused by the following:

5.1.1 Loss of PlusNet Broadband service resulting from scheduled maintenance that may affect service availability. PlusNet reserves the right to perform essential maintenance on its network that may affect service availability. PlusNet will make reasonable endeavours to notify customers of such maintenance via www.plus.net .

5.1.2 Where the cause of a Fault has been identified as being a malicious act or otherwise through the actions of either the Customer or another PlusNet user that is found to be in breach of PlusNet's Broadband Acceptable Usage Policies (AUP) or product terms and conditions.

5.1.3 If a Fault was caused by the misuse or interference with the PlusNet supplied service which is beyond the control of PlusNet.

5.1.4 If a Fault was caused by data transmission originating from customer equipment.

5.2 The Service Levels apply to the PlusNet Business Broadband only.