convergent solutions contract · 2006-03-20 · configuration file means a record of the...

Convergent Solutions Contract Service Schedule

Issue 6.02 Dated 13/03/06 Doc Ref: CS Contract

© British Telecommunications plc of 41

SERVICE SCHEDULE - CONTENTS

Part 1 Interpretations Part 2 General Part 3 Network Services Part 4 Supply of LAN Cabling Part 5 Supply of Equipment Part 6 Applications and Security Options Part 7 Resilience Part 8 Provision Options Part 9 Maintenance Options Part 10 Reactive Fault Management Options Part 11 Proactive Fault Management Options Part 12 Configuration Management Options Part 13 Performance Reporting Options Part 14 Service Level Agreement Options Part 15 Customer Service Management Options Part 16 Professional Services Options




Service Schedule Part 1 INTERPRETATIONS

In this Contract: Access Connection means an access circuit capable of supporting digital transmission. ADSL means asymmetric digital subscriber line. ATM means Asynchronous Transfer Mode, the recognised international standard for data packet transport. ATM Access Port means a port on a BT ATM switch at a node in the BT Network. BT means British Telecommunications plc of 81 Newgate Street, London EC1A 7AJ. BT Central means the physical network and protocol that connects a Customer NTE to the Broadband Access Server. Broadband Access Server means a remote access server, a component in the BT Network and which is used for the Service. BT Network means the network infrastructure operated by BT for the purpose of providing the Service. BT Owned Equipment means equipment and/or software placed on a Site, by or on behalf of BT, as part of a bundled solution or to enable provision of the Service. BT Price List means the document containing a list of charges for the Service and which may contain definitions, notes, terms and conditions forming part of this Contract. The document can be seen at http://www.serviceview.bt.com/list/homepage.htm. BT Provided Equipment means equipment which is purchased by the Customer from BT under this Contract. Conditions means the conditions described in this Contract. Configuration File means a record of the Customer’s security requirements in accordance with which the security facilities available as part of the Service will be configured. Contract means the agreement between BT and the Customer for the provision of the Service, comprising, in order of precedence in the event of any conflict, these Conditions, the Service Schedule, the BT Price List, the Order Form and any applicable Configuration Forms or Customer Requirements Forms and the Tariff (if any). CPE means Customer Premises Equipment which is: any equipment (including Software embedded in or run on such equipment), whether BT Owned Equipment, BT Provided Equipment, Supplied Equipment or equipment owned by the Customer, which is provided, maintained or managed by BT as part of the Service and which is located at a Site not owned or occupied by BT, including but not limited to terminal adapters, routers, bridges, firewalls, hubs, switches, servers, modems, concentrators, multiplexers, client adapters and access points. CPE Maintenance means either, in relation to Sites in the UK, Standard Care, Prompt Care or Total Care, as appropriate, or, in relation to Sites outside the UK, a fault repair service operating during the normal working hours on normal working

days applicable to the Site in question, as specified by BT from time to time. Customer means the relevant entity named in Section 2 of the Order Form. BT may accept instructions from a person whom BT reasonably believes is acting with the Customers authority or knowledge. Customer Access Link means the physical network and protocol over which multiple VPs are delivered to the Customer and which terminates on the Customer NTE. Customer Contact Point means a single representative nominated by the Customer to liaise with BT on all matters in relation to the Service. Customer Information means information, video, graphics, sound, music, photographs, software and any other materials (in whatever form) published or otherwise made available (directly or indirectly) by or on behalf of the Customer by using the Service. Customer Network means the Customers private telecommunications network comprising any WAN, LAN, Managed Security Services and/or Voice Services, as appropriate and as configured so that traffic can be delivered over the BT Network. Customer NTE means the BT Network terminating equipment on the Customer’s Site. Domain Name means a name registered with an Internet registration authority for use as part of the Customer’s URL DSLAM means digital subscriber line access multiplexer. Failure of Service means the Customer experiences a continuous loss of Service that cannot be circumvented. Firewall means a hardware device together with any associated software, designed to prevent unauthorised access to the Customer’s LAN. Internet means the global data network comprising interconnected networks using the TCP/IP protocol suite. IP means Internet Protocol, a network layer protocol offering a connectionless inter-network service. ISDN means Integrated Services Digital Network. Jitter means the variation in one-way delay between different packets. Probes in the network measure jitter as the average difference in one-way delay between successive test packets. LAN means local area network. Line means a telecommunications circuit of the type and configuration specified by the Customer and provided or managed by BT under this Contract, forming part of the Customer Network and connecting a Site to the BT Network. Metallic Pair means a BT circuit comprising a pair of twisted metal wires which allows electrical signals to be conveyed. Minimum Period means the first twelve months of Service or any other period specified in Section 4 of the Order Form or elsewhere in this Contract, beginning on the Operational Service Date. Operational Service Date means the earlier of the date under this Contract when the Service is first made available to the




Customer at a Site or the date when the Customer first starts to use the Service. Order Form means the form signed by the Customer that specifies the information required for the Customer to order Service from BT, including the charges for the Service. Outage Time shall begin when BT has registered the fault and provided a fault reference number to the Customer and shall end when BT has logged the fault as cleared. Packet Delivery is an indicator of network loading, packet loss influences delay and network performance. PoP means a point of presence where a point of connectivity occurs within the BT Network. PSTN means the public switched telephone network forming part of the BT Network. PVC means a Permanent Virtual Circuit which is configured to provide a virtual path over BT’s Network between the Customer’s selected Sites. RADIUS means remote authentication dial in user server. Recurring Site Charge means the recurring monthly charge per Site. E.g. Network charges, CPE Maintenance charges and any other annual rental charge, where applicable. Remote Access End User means any person that is part of the Customer, reasonably appearing to BT to be acting with the Customer’s authority that is authorised by the Customer to access the Service. Round Trip Delay is an indicator of network delay performance. Secure Access Circuit means two access circuits delivered to Site via diverse routing with a single CPE terminating the circuit. If one of the circuits fail then the Service will route via the remaining circuit. It the CPE or PoP fails then the Service will be lost. Secure+ Access Circuit means two access circuits delivered to Site via diverse routing with two pieces of CPE that terminate the circuits. Where possible, each access circuit is via a separate duct. Depending on the Site location, the CPE may be interconnected so that if a single circuit or a single piece of CPE fails then the Service will remain available. Loss of Service will only occur in the event that either both circuits or both pieces of CPE simultaneously fail. Service means the service or, where appropriate, part of the service, or BT Provided Equipment as described in this Contract. Service Availability Area means an area, as may be amended by BT from time to time, where the Service is potentially available detailed on the BT website at http://www.bt.com/broadband/ Service Schedule means the conditions described in this Contract. Site means the place at which BT agrees to provide a Service. Software means any software provided by BT to enable the Customer to access or use the Service. Standard Access Circuit means a single access circuit delivered to a Site with a single CPE terminating the circuit.

Supplied Equipment means each item including any related software identified in this Contract as Supplied Equipment and provided by BT under this Contract for the purposes of a Hire Agreement. Third Party means any person other than the Customer and expressly includes the Customer’s customer. VP means a virtual path from the Customer NTE or point of hand-over to the relevant DSLAM. VPN means a Virtual Private Network, being a network which appears private to its users whilst being provided on a shared infrastructure and restricting communication to those Sites belonging to the VPN. WAN means wide area network. Wireless LAN means the transmission of data over electromagnetic waves using CPE including access point and client adapter equipment Working Days means Monday to Friday inclusive but excluding Bank or other public holidays. Working Hours means each hour within such times and on such days applicable to the level of CPE Maintenance.

Part 2 GENERAL

In addition to the Conditions, the following conditions apply to all orders: 2.1 Service Description 2.1.1 Service may not be available in the area of Hull, Isle of Man,

Channel Islands and / or the Republic of Ireland. 2.1.2 The Service is a modular managed telecommunications

service comprising a range of facilities that can be combined in different ways to meet varying requirements. The available facilities and permissible combinations are as specified by BT from time to time.

2.1.3 The Service elements selected by the Customer to be

provided under this Contract are shown in Section 6 of the Order Form and apply to the associated Service Wrap tables as indicated. Such Service elements are covered by specific terms and conditions as detailed in the Service Schedule.

2.1.4 Service elements will be configured in accordance with a

standard security policy unless alternative policies or instructions have been agreed with the Customer by BT. Although BT will use reasonable care and skill in carrying out its obligations under this Contract in accordance with the applicable arrangements, it is not possible to guarantee that all instances of fraud, misuse, unwanted or unauthorised activity or access to the Customer’s Network will be prevented or detected. Whenever BT becomes aware that security has been compromised, BT may take any of the actions specified in paragraph 3.7 of the Conditions in order to limit any further occurrences of fraud, misuse, unwanted or unauthorised activity or access to the Customer’s Network. Nevertheless, BT accepts no liability for any such incidents or for any information held on the Customer’s Network, whether generated within the Customer’s Network or transmitted onto it from the Internet or otherwise, or for any loss or damage suffered by the Customer including corruption or destruction of any data held on the Customer’s Network which occurs as a result of any breach of security, irrespective of the cause. The Customer shall therefore take responsibility for the content and application of security policies designed to prevent unwanted




or unauthorised activity or access to the Customer’s Network and for the implementation of suitable data archiving or other housekeeping activities which could minimise the effect of any breach of security.

2.1.5 All Services may be subject to a Site survey, or any other form

of survey deemed necessary by BT. All connections are offered on standard delivery lead times or as agreed with the BT project manager and are subject to availability leadtimes and where appropriate may require a Site survey by BT.

2.1.6 Not withstanding the provisions of this paragraph 2.1, the

Customer acknowledges and agrees that following BT’s Site survey, BT may at its sole discretion determine that provision of Service is not possible for operational and/or commercial reasons. In these circumstances BT reserves the right not to proceed with provision of Service and the Customer agrees that BT shall not be liable to the Customer for failure to provide Service. Where this is the case, BT will reject the order and the Customer shall not be liable for cancellation charges.

2.1.7 If any Site survey carried out by BT reveals that additional

work is required to enable provision of Service, or additional work is identified during provision of the Service, then BT reserves the right to raise additional charges and to review the charges for the Service detailed in Section 7 of the Order Form, regardless of whether the Customer decides not to proceed with Service at that Site even though Service is available.

2.1.8 BT does not guarantee and accepts no liability for the quality of

any IP Telephony voice calls which are made across any network which is not enabled to carry Class of Service 1 data from the CoS 3 Model or Expedite Forwarding from the DSCP CoS Model.

2.1.9 The Customer acknowledges that the quality of the Service

may be impaired by the uploading and downloading of data when using an ADSL enabled Line.

2.1.10 Where this Contract replaces an existing BT contract and

service under the existing BT contract is to migrate to Service under this Contract, a migration programme will be agreed under the existing BT contract. The provisions (including charges) of this Contract shall not be effective until the migration programme has been fully completed.

2.2 Termination of Service 2.2.1 If, prior to the Operational Service Date, the Customer cancels

Service or any particular type of Service at any Site under paragraph 17 of the Conditions (other than for the default of BT), or withdraws the Application, or cancels the Hire Agreement before acceptance of the Supplied Equipment, or if BT terminates Service or any type of Service at a Site under paragraph 18.3 of these Conditions, BT may raise charges in respect of work performed, money spent and commitments entered into to meet the Customer’s requirements up to and including the time of such termination and for any expenses incurred in removal from the Site of BT Owned Equipment, BT Provided Equipment and Supplied Equipment. BT also reserves the right to review the charges for Service to the remaining Sites, from the Operational Service Date for each Site under this Contract.

2.2.2 If, subsequent to the Operational Service Date, the Customer

terminates Service or any particular type of the Service at any Site under paragraph 17 of these Conditions (other than for default by BT) or if BT does so under paragraph 18.3 of these Conditions, then the provisions in paragraph 2.2.3 below will apply.

2.2.3 The Customer will pay as follows:

2.2.3.1

(a) In respect of any Regulated Service included in the Service: (i) Any applicable outstanding connection charges plus

termination charges as set out in the BT Price List; and

(b) In respect of any other network services included in the Service: (i) Any applicable outstanding connection charges; and (ii) An amount equal to any discount that has been applied as

a result of the Minimum Period selected including any term discount; and

(iii) Where Service is terminated within the first twelve months, an amount equal to the charges due to the end of the first twelve months of the Minimum Period; and

(iv) Termination charges equal to twenty percent of the total outstanding rental charges payable for the remainder of the Minimum Period; and

(v) Any de-installation charges; and (vi) Any charges BT has to pay a public telecommunications

service provider as a result of termination of the Access Connection; and

(vii) Any charges which BT has to pay in respect of any BT Owned Equipment.

(c) In respect of any other element of the Service

(i) Any applicable outstanding connection charges and amortised charges; and

(ii) The charges payable for the remainder of the Minimum Period in respect of maintenance of Local Area Network infrastructure taken over in accordance with Part 8 of this Service Schedule; and

(iii) Termination charges equal to thirty-five percent of the total outstanding rental / maintenance charges (excluding maintenance of Local Area Network infrastructure) payable for the remainder of the Minimum Period.

2.2.4 Should the Customer terminate a network service under this

Contract, then the applicable termination charges will be calculated from the original commencement of Service date as defined in the initial Contract between the Customer and BT.

2.2.5 BT reserves the right to review the charges for Service to the

remaining Sites. 2.2.6 Except as specified in paragraph 2.2.7 below, BT may elect

not to charge termination charges under paragraph 2.2.3 above if the Customer cancels Service(s) and migrates to another service to be provided by BT (Convergent Solutions Business Unit), whether at the same or other Sites, the planned Operational Service Date(s) for which are within ninety days of the effective date of cancellation and the total annual recurring charges for which are equal to or greater than the total annual recurring charges applicable in relation to the Services which have been terminated.

2.2.7 Notwithstanding the provisions of paragraph 2.2.6 above,

termination charges will be levied in accordance with the BT Price List in respect of any Regulated Service that is terminated prior to the end of the applicable Minimum Period. In respect of other network services termination charges will be levied in accordance with paragraph 2.2.3.1(b)

2.3 Service Portal 2.3.1 BT may at its discretion provide the Customer with access to

an online service portal (named the Service Portal) to enable the Customer to carry out a range of functions related to the Service which may include:

(a) Reviewing the Site inventory; and

(b) Submitting change requests to the Service; and




(c) Reporting faults

2.3.2 Other features may be introduced by BT from time to time, but availability of all features will be at BT’s sole discretion.

2.3.3 BT reserves the right to withdraw access to the Service Portal

or replace it with an equivalent service on providing reasonable notice to the Customer.

2.3.4 The Customer and the Customer Contact Point may use the

Service Portal, subject to their following the online registration process and accepting all additional conditions which are part of such process.

2.3.5 Where the Customer has registered to use the Service Portal

in accordance with paragraph 2.3.4 above, the Customer is responsible for charges in relation to orders placed, orders cancelled, or change controls requested by the Customer Contact Point. Orders will be subject to the applicable terms and conditions of the relevant Convergent Solutions Contract.

2.3.6 The Customer is responsible for the security and proper use of

all user identifications and passwords for use with the Service Portal. The Customer must immediately inform BT of any changes to the information the Customer supplied when registering to use the Service Portal, including any changes to the Customer Contact Point. The Customer is responsible for immediately terminating access of anyone who is no longer authorised to use the Service Portal. BT will not be responsible for accepting any orders from unauthorised users where the Customer has not terminated access.

2.4 BT Reward Scheme 2.4.1 The Reward Scheme is offered on a range of products, as

specified by BT from time to time, and is available to those Customers that have selected a Maintenance Option from Part 9 of this Service Schedule for a defined period specified by BT.

2.4.2 Under the Reward Scheme points can be redeemed against

any product or service within the Convergent Solutions portfolio other, than for any form of maintenance service. The points must be used within the timescales defined by BT from time to time and any unused points will be invalid at the end of this specified timescale. Further details on this scheme are detailed on the BT website at http://www.convergentsolutions.bt.com/reward/index.htm

2.4.3 The Reward Scheme will be available for a specified period,

which BT may offer at its discretion and BT reserves the right to withdraw the Reward Scheme at any time.

2.5 General Customer Responsibilities

In addition to any other responsibilities defined elsewhere in this Contract:

2.5.1 As soon as reasonably practicable following signature of this

Contract, the Customer will, if it has not already done so, provide BT with all information reasonably required by BT in order to be able to proceed with the installation and configuration of the Service.

2.5.2 The Customer will specify in Section 2 of the Order Form the

details of the Customer Contact Point. The Customer will ensure that any changes to the Customer Contact Point are notified immediately to BT in writing forthwith. The Customer Contact Point will be the liaison point between BT and the Customer for all issues regarding this Contract.

2.5.3 Unless otherwise agreed, the Customer Contact Point will be

responsible for the reporting of all faults in the Service to BT and for all subsequent fault management communications

between BT and the Customer. The Customer Contact Point will be available during the period of cover applicable to the level of CPE Maintenance provided under this Contract and the Customer acknowledges that if the Customer Contact Point is not available at all such times, BT will not be liable for failure to meet the applicable target response and repair times.

2.5.4 In addition, the Customer confirms that the Customer Contact

Point will have the authority to make requests or agree proposals for changes to the Service in accordance with the provisions of the Conditions, including the withdrawal or suspension of the right of access to the Service by individual users, and to represent the Customer and reach agreements on the Customer’s behalf at all meetings with BT.

2.5.5 The Customer must specify in Section 6 of the Order Form a

contact person at each Site with whom BT can liaise for the purposes of implementation of Service only.

2.5.6 Subject to the provisions of paragraph 5.6.2 of this Service

Schedule, the Customer is responsible for the provision, installation, configuration, operation, monitoring and maintenance of equipment and cables connected to the Service but not provided by BT under this Contract, including but not limited to any equipment it may require for the purposes of carrying out its own network management, where such management is not to be provided by BT. BT does not make any undertaking regarding the interoperability of such equipment and cables with any CPE or Service supplied by BT under this Contract.

2.5.7 The Customer is responsible for ensuring that the appropriate

number of licences are obtained from BT, for the Service and for the duration of the Contract.

2.5.8 Unless the Customer has selected the Configuration

Management option under Part 12 of this Service Schedule, the Customer shall be responsible for devising any IP addresses which may be required for the purposes of the WAN, LAN or both as appropriate, network management.

2.5.9 Unless the Customer has selected the appropriate

Configuration Management option under Part 12 of this Service Schedule, the Customer shall be responsible for using the appropriate software to back up all configurations, as appropriate, and to store, archive and maintain all such configurations.

2.5.10 Where the Service includes the management of any Lines

already provided by BT to the Customer under separate, existing contracts, the management of such Lines shall thereafter be governed by the terms of this Contract. BT shall be authorised to take over management control of such Lines and to make such changes to them, as BT deems appropriate in the course of the management activities, which form part of the Service. The Customer requests and BT agrees to make all necessary changes to its corporate account records so that, from the relevant date, charges for such Lines can be included in invoices for the Service.

2.5.11 The Customer shall be responsible for ensuring the

compatibility of any applications it wishes to use with the Service, other than where such applications are provided by BT under this Contract. The Customer acknowledges that BT does not make any guarantee regarding the performance of the Customer WAN, LAN or both as appropriate, or about the traffic volumes which can be carried by the Customer WAN, LAN or both as appropriate.

2.5.12 The Customer shall also be responsible for the provision,

installation, configuration, operation, monitoring and maintenance (as appropriate) of equipment, such as desktop




computers and modems, required by users in order to be able to have remote access to the Service. However, where Remote Access has been provided as part of this Contract, BT where possible will provide a reasonable level of assistance with configuration of Windows Dial-Up Networking and IPSec VPN Client Software.

2.5.13 Any proposed change to the location of the Customer NTE and/or CPE requires BT’s consent and may require a Site survey. The re-location of such Customer NTE and/or CPE and a Site survey are chargeable at the appropriate BT prices.

2.5.14 Unless otherwise stated elsewhere in this Contract, the

Customer is responsible for maintaining a copy of the latest CPE configuration to enable reloading in the event of hardware failure.

2.5.15 The Customer grants BT Global Services authority to

undertake all necessary data verification exercises including but not limited to the review of information contained on any BT system, reasonably required to support any amendment to this Contract such as the bringing into Service of any additional Sites or services, under the change control procedures specified within this Contract.

2.5.16 All PSTN lines which are provided as part of an ADSL

provision for data use only as part of a WAN or IP network will be provided without outgoing call barring, unless the Customer specifies otherwise. The Customer is responsible for the payment of all applicable usage charges that may accrue on all of their PSTN lines. The Customer is also responsible for use of all of their PSTN lines including any potential fraudulent use that may occur

2.6 Voice Specific Customer Responsibilities In addition to the responsibilities listed in paragraph 2.5 above and defined elsewhere in this Contract: 2.6.1 Where BT is providing an IP Telephony Service across a WAN

and/or LAN that is not maintained by BT then the following shall apply:

(a) The Customer is responsible for the design, configuration,

implementation, maintenance and support of such WAN and/or LAN; and

(b) The Customer must ensure that such WAN and/or LAN is able

to carry real time sensitive traffic; and

(c) The Customer must maintain end to end integrity of such WAN and/or LAN solution and will instruct the WAN and /or LAN service provider(s) to work with BT to ensure end to end voice quality; and

(d) The Customer is responsible for ensuring that such WAN

and/or LAN solution integrates with the BT provided IP Telephony Service, and any other element of the solution that is not provided by BT under this Contract.

2.6.2 The Customer is responsible for the integration of features and

functionality of the BT provided IP Telephony Service with any solution that is not provided by BT under this Contract.

2.6.3 The Customer is responsible for the installation of any

softphone or wireless phone that is provided by BT under this Contract and BT will not respond to any fault reports concerning speech quality. The Customer is also responsible for the maintenance of any softphone.

2.6.4 Where applicable to the Service, the Customer is responsible

for providing and maintaining its own Microsoft Exchange environment to enable the Service to be provided by BT.

2.6.5 Where appropriate, BT will load anti-virus software applicable to the Service. However, it will be the Customers responsibility to maintain such software, particularly in relation to new software updates and patches.

2.7 WAN Specific Customer Responsibilities In addition to the responsibilities listed in paragraph 2.5 above and defined elsewhere in this Contract: 2.7.1 Where BT is providing a WAN Service but not the associated

LAN then the following shall apply:

(a) The Customer is responsible for the design, configuration, implementation, maintenance and support of such LAN; and

(b) The Customer is responsible for the integration of features and

functionality between the BT provided WAN Service with such LAN; and

(c) The Customer is responsible for ensuring that such LAN

solution integrates with the BT provided WAN Service and any other element of the solution that is not provided by BT under this Contract.

2.8 LAN Specific Customer Responsibilities In addition to the responsibilities listed in paragraph 2.5 above and defined elsewhere in this Contract: 2.8.1 Where BT is providing a LAN Service but not the associated

WAN then the following shall apply:

(a) The Customer is responsible for the design, configuration, implementation, maintenance and support of such WAN; and

(b) The Customer is responsible for the integration of features and

functionality between the BT provided LAN Service with such WAN; and

(c) The Customer is responsible for ensuring that such WAN

solution integrates with the BT provided LAN Service and any other element of the solution that is not provided by BT under this Contract.

2.9 Management Boundaries 2.9.1 BT’s responsibility under this Contract for WAN Services ends

at the bridge router interface to the Customers LAN and will not extend beyond the Customer LAN.

2.9.2 BT’s responsibility under this Contract for LAN Services ends

at the port level of the LAN media and will not extend beyond the interface on the hub, switch or router or LAN interface of the hubs, switches and/or routers.

2.9.3 BT's responsibility under this Contract for voice Services ends

at the private branch exchange (PBX) that is connected to BT's remote management interface and will not extend to Site wiring, telephone handsets (or other call terminating/receiving devices), WAN or LAN. In the case of soft PBX’s, BT’s responsibility will end at the router or server upon which the solution resides.

Part 3 NETWORK SERVICES

Where the Customer selects the option of network services supplied by BT or Customer Supplied Internet Access as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 3.1 Business Port 3.1.1 Where the Customer has chosen the Business Port service as

its access mechanism, connections to the Customer’s LAN are made by Remote Access End Users as set out in this paragraph. Using a modem-enabled device or a connection from a LAN via a router, Remote Access End Users dial a




unique number or range of numbers allocated by BT to gain remote IP connectivity to the applications running on the Customer’s host Site. Various levels of authentication are carried out to ensure that access to the Service is only granted to Remote Access End Users. When this authentication is complete, the Remote Access End User will be allocated an IP address by BT for the session duration and connected to the appropriate host Site. However, the Service does not include any direct connections to the Internet.

3.2 BT Supplied Internet Access 3.2.1 Where the Customer has chosen BT to provide Internet

access, the service will be provided by the BTnet Internet Access product which provides connectivity to the Internet with an access circuit, internet port and router at a variety of speeds.

3.2.2 There are two options available, both of which can be provided

via network terminating equipment, which is BT Owned Equipment, at the Customer Site:

(a) BTnet Standard is an entry level Internet access service and is

available in two sizes of access bearer. The Customer can select the size of access bearer and then select Internet bandwidth requirement within the chosen access bearer. The Customer can then increase or decrease Internet bandwidth within the bounds of the access type; and

(b) BTnet Premium is a premium Internet access service and is

available with a range of various size access bearers. The Customer can select the size of access bearer and then select Internet bandwidth requirement within the chosen access bearer. The Customer can then increase or decrease Internet bandwidth within the bounds of the access type.

3.3 BT Remote LAN Access / BT Remote Internet Access 3.3.1 Where the Customer has chosen either BT Remote LAN

Access service (BTRLA) or BT Remote Internet Access (BTRIA) as its access mechanism, connections are made by Remote Access End Users as set out in this paragraph. Using a software package, provided as part of the Service and known as the BT Remote Client, loaded onto suitable PC equipment, Remote Access End Users can dial into selected access nodes around the world and connect through a global network infrastructure to the Customer’s LAN or to the Internet, as appropriate, provided, however, that in order to make a successful connection to a LAN using BTRLA, the LAN must itself be connected to the BT Frame Relay Service.

3.3.2 BT will provide a username and password for each Remote

Access End User and will, if requested to do so, install a single copy of the BT Remote Client onto PC equipment provided by the Customer. Otherwise, BT will provide a single copy of the BT Remote Client and of a configuration management software package which will allow the Customer to configure other PC’s with the agreed build of the BT Remote Client. Dial access locations and their respective telephone numbers are specified in a number of sources, including the BT Remote Client, and will be updated by BT from time to time.

3.3.3 Unless otherwise agreed, it shall be the Customer’s

responsibility to arrange for the provision and support of suitable circuits from a local telecommunications service provider so that Remote Access End Users may dial into the Service.

3.3.4 Where the Customer has chosen BT Internet Access (BTIA),

connection to the Service is via an access circuit. The access circuit may be provided, by mutual agreement, on behalf of the Customer by BT. Alternatively, the Customer may connect via the BT Frame Relay Service, provided that the Customer maintains a subscription to the BT Frame Relay Service in accordance with the applicable terms and conditions. Where

BT provides the Line, BT will order and manage it on behalf of the Customer.

3.3.5 Usage charges applicable to any Regulated Service will be

levied as specified in the BT Price List, while usage charges applicable to any other element of the Service will be made at the rates set out in the relevant BT price sheet.

3.4 BT MPLS Where the Customer has chosen BT MPLS as its access mechanism: 3.4.1

(a) CPE Maintenance shall be carried out during the local working hours that are applicable to the country or region where a Site is located unless otherwise advised to the Customer by BT; and

(b) For the purpose of this paragraph 3.4, the Interpretation of

Working Days shall be amended to exclude public holidays that are applicable to the country or region where a Site is located unless otherwise advised to the Customer by BT; and

(c) Where work is to be carried out by a local service provider then

work will be performed during the working hours advised by the local service provider.

3.4.2 BT MPLS is an IP-based VPN service that provides

differentiated performance levels and prioritisation of delay and non-delay sensitive traffic as well as voice and multi-media applications on a single network. BT MPLS service allows the creation of a private, secure VPN for the Customer. BT MPLS service includes the provision and maintenance of CPE at Sites.

3.4.3 The Port is the point at the BT MPLS POP where the Access

Line is connected to BT MPLS. Where the Access Line speed is in excess of the Port speed, traffic shaping will be used to limit use of Access Line capacity to the Port speed.

3.4.4 Access to BT MPLS is available as follows:

(a) Direct access to BT MPLS via an Access Line (all CoS).

i) An Access Line connects the Customer Site to a BT MPLS POP; and

(b) Access to BT MPLS via BT Frame Relay ("BT FR") (Classes 2

and 3 only). i) An Access Line connects the Customer Site to a BT FR

POP. A PVC is then built from the BT FR POP to the BT MPLS POP.

ii) ISDN Back-Up Option (Classes 2 and 3 only)

ISDN Dial Backup is available in some locations when the Service is accessed via BT FR. It provides an automated backup capability for the Access Line in case of failure. In the event of an Access Line failure an ISDN call is automatically initiated to an ISDN line (provided by Customer) at a Site to enable access and egress to the BT Network during the period of failure. The Access Line is monitored to ensure that the temporary ISDN backup call is released as quickly as possible once the failed Access Line is restored.

(c) Access via MPLS Remote (Class 3 only)

This method provides dial-in access to the Customer’s VPN for Remote Access End Users. It provides both analogue (up to V.90) and ISDN connectivity (64 kbps and multilink, 128 kbps - in select countries).




3.4.5 Fault Repair When a Customer reports a fault in the Service, BT will carry out diagnostic checks and, depending on the diagnosis, take one or more of the following steps to restore Service:

(a) Network Faults

BT will respond to reported faults without undue delay and will notify the Customer if the fault lies beyond the network boundary.

(b) Access Line Faults

Where BT diagnoses the fault as being in a BT supplied Access Line, BT shall endeavour to rectify the fault in liaison with the Access Line supplier as soon as reasonably practicable according to the Access Line supplier service maintenance conditions.

(c) BT CPE Faults

BT shall visit the Site as soon as reasonably practicable according to the field service engineer's local business hours and dependent on the BT CPE maintenance option as detailed in Section 6 of the Order Form.

3.4.6 Options

(a) IP Enabler PVC

IP Enabler PVC allows the Customer’s BT FR service to carry some of the Customers traffic on an MPLS VPN whilst still retaining frame relay for other traffic.

(b) Hot Standby Resilient Access

Hot Standby Resilient Access from a Customer Site to the MPLS provider edge router (PE) is provided by using two MPLS PE routers within the same PoP to connect via two separate “private circuits” to two Customer routers on the Customer’s Site. This CPE will be connected to the same LAN. The CPE, port and CoS speed must be the same specification on primary and secondary Sites.

3.4.7 BT MPLS Customer Responsibilities

(a) The Customer will report faults in the Service to the Service Centre using the fault reporting procedures advised by BT. The Customer will report faults diagnosed as occurring in any Access Line, which has not been provided by BT as part of the Service, directly to the Access Line supplier; and

(b) The Customer is responsible for its Customer Information and

that of any of its Remote Access End Users (including any Customer Information hosted by the Customer or on behalf of third parties); and

(c) The Customer will provide internal cabling between the BT

Owned Equipment and any Customer equipment, as appropriate; and

(d) The connection of other private or virtual private networks to

the Service can only be made with the prior written approval of BT; and

(e) The Customer is responsible for marking traffic in the router

with the relevant Precedence Bits before transmitting traffic to the BT Network. BT will police traffic on ingress to the MPLS Network against the Customer’s ordered Class of Service. BT will mark any unmarked traffic as Class 3.

3.4.8 BT MPLS Charges

(a) For the purpose of calculating a charge payable for any period:

i) Each period will be deemed to begin on the first day of the relevant month; and

ii) For any period where Service is provided for less than one month, the recurring charges will be pro rata on a daily basis.

(b) Charges for use of the Service from or within a Tariff Country

will be as detailed in the relevant Tariff or PRTC (Published Rates, terms & conditions); and

(c) BT reserves the right to charge Customer for work done by BT

in investigating faults in the Service reported by Customer where BT finds no fault exists or the fault is in an Access Line not supplied by BT.

3.5 Business Highway 3.5.1 Where the Customer has chosen to procure a Business

Highway line as part of this Contract, the Service offers the facility to make and/or receive a call and certain related services listed in the BT Price List that BT agrees to provide to the Customer under this Contract.

3.5.2 The Service includes a telephone number which the Customer

does not own nor has any right to sell or to agree to transfer any number provided to it by BT.

3.5.3 BT may monitor and record calls relating to customer services

and telemarketing for training purposes and to improve the quality of its customer services. BT may also record all calls to the 999 and/or the 112 emergency service.

3.6 Customer Supplied Internet Access 3.6.1 Where the Customer has chosen to supply its own Internet

connection, at its main host Site and or at a remote Site, through a third party Internet Service Provider. The Customer will be responsible for all matters relating to this access method, including but not limited to, provision, repair, availability, and fault management. BT will not be responsible for the Customers Firewall or WAN, LAN or both as appropriate unless provided and managed or both, as appropriate.

3.6.2 In the event that BT is required to assist in the location of any

fault in this access method, BT reserves the right to raise additional charges.

3.7 DataStream 3.7.1 Where the Customer has chosen DataStream as its access

mechanism, the Service offers Customers with ADSL based access to multiple users via an ATM based data network for which the Customer will provide applications. The Service consists of either a Customer Access Link which may be connected to an ATM switch at the BT node or a VP and User Access which for the purposes of this paragraph 3.7 means the physical network (including the Metallic Pair in the case of ADSL) between the DSLAM and a Customer Site over which the Service is made available to a user.

3.7.2 The Service will not be available outside the Service

Availability Area and availability within the Service Availability Area will be subject to the provisions of this paragraph 3.7.

3.7.3 Without prejudice to BT’s obligations under this Contract, and

in relation to an ADSL User Access only, the Customer accepts and acknowledges that BT has the right to use the physical network (including the Metallic Pair) component of the User Access to provide other services but at the Customers request and BT’s discretion.

3.7.4 Provision of the Service and each User Access may be subject

to a Site survey and as result BT may not be able to provide the Service.




3.7.5 The Customer acknowledges and accepts that provision of the Service may result in the Customer experiencing a temporary loss of analogue direct exchange line service whilst activation is being carried out.

3.7.6 BT reserves the right to cancel any User Access order where

the Customer has failed to agree with BT an activation date within thirty days from acceptance by BT. If BT cancels a User Access request in accordance with this paragraph 3.7.6 then the Customer must pay the cancellation charges specified in the BT Price List.

3.7.7 The User Access will be maintained to the relevant level of

service; either Broadband Standard Care or Broadband Enhanced Care as described in Part 9 of this Service Schedule.

3.7.8 The Customer acknowledges and accepts that there may be some technical limitations within the BT Network that may not become apparent until after the Service has been installed. In such circumstances, the Service for some individual users may need to be withdrawn in which case BT will rebate any charges paid in advance by the Customer.

3.7.9 In the circumstances referred to in paragraph 3.7.2 and 3.8.8

above, except in respect of a rebate referred to in paragraph 3.7.8, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service.

3.7.10 The Customer must have a contract for the use of a BT

provided analogue direct exchange line which terminates on a BT public switched telephone network master socket forming part of the BT Network for the duration of the Contract.

3.8 IPStream 3.8.1 Where the Customer has chosen IPStream as its access

mechanism, the Service offers Customers with ADSL based access via IP connectivity delivered over the BT Network. The Service (called IPStream) consists of a BT Central and User Access which for the purposes of this paragraph 3.8 means the physical network (including the Metallic Pair in the case of ADSL only) between the DSLAM and a Customer Site over which the Service is made available to a user.

3.8.2 The Customer must provide BT with their IP address and the

IP address that is to be used by a user. 3.8.3 The Service will not be available outside the Service

Availability Area, and availability within the Service Availability Area will be subject to the provisions of this paragraph 3.8.

3.8.4 The Customer NTE (excluding any Ethernet cable which may

also be provided) requires local mains power directly from a wall mounted socket, or an appropriately approved mains extension lead which is the responsibility of the Customer to provide.

3.8.5 Without prejudice to BT’s obligations under this Contract, and

in relation to an ADSL User Access only, the Customer accepts and acknowledges that BT has the right to use the physical network (including the Metallic Pair) component of the User Access to provide other services but at the Customers request and BT’s discretion.

3.8.6 Provision of the Service and each User Access may be subject

to a Site survey and as result BT may not be able to provide the Service.

3.8.7 The Customer acknowledges and accepts that provision of the

Service may result in the Customer experiencing a temporary loss of analogue direct exchange line service whilst activation is being carried out, and that any incorrectly wired extensions

to users existing master socket forming part of the BT Network will be left disconnected.

3.8.8 BT reserves the right to cancel any User Access order where

the Customer has failed to agree with BT an activation date within thirty days from acceptance by BT. If BT cancels a User Access request in accordance with this paragraph 3.8.8, then the Customer must pay the cancellation charges specified in the BT Price List.

3.8.9 User Access will be maintained to the relevant level of service;

either Broadband Standard Care or Broadband Enhanced Care as described in Part 9 of this Service Schedule.

3.8.10 The Customer acknowledges and accepts that there may be

some technical limitations within the BT Network that may not become apparent until after the Service has been installed. In such circumstances, the Service for some individual users may need to be withdrawn in which case BT will rebate any charges paid in advance by the Customer.

3.8.11 In the circumstances referred to in paragraph 3.8.3 and 3.8.10

above, except in respect of a rebate referred to in paragraph 3.8.10, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service.

3.8.12 The Customer must have a contract for the use of a BT


3.9 ISDN2e 3.9.1 Where the Customer has chosen to procure ISDN2e as part of

this Contract, the Service offers the facility to make and/or receive a call and certain related services listed in the BT Price List that BT agrees to provide to the Customer under this Contract.

3.9.2 The Service includes two digital telephone lines over a copper

pair, and a telephone number which the Customer does not own nor has any right to sell or to agree to transfer any number provided to it by BT.

3.9.3 BT monitors and records calls relating to customer services

and telemarketing for training purposes and to improve the quality of its customer services. BT also records all calls to the 999 and/or the 112 emergency service.

3.10 ISDN 30 3.10.1 Where the Customer has chosen to procure ISDN30 as part of

this Contract, the Service offers the facility to make and/or receive a call and certain related services listed in the BT Price List that BT agrees to provide to the Customer under this Contract.

3.10.2 The Service includes two digital telephone lines and a

telephone number which the Customer does not own nor has any right to sell or to agree to transfer any number provided to it by BT. The Customer must order a minimum of eight channels.

3.10.3 BT monitors and records calls relating to customer services

and telemarketing for training purposes and to improve the quality of its customer services. BT also records all calls to the 999 and/or the 112 emergency service

3.11 PSTN 3.11.1 Where the Customer has chosen to procure a PSTN line as

part of this Contract, the Service offers the facility to make and/or receive a call and certain related services listed in the




BT Price List that BT agrees to provide to the Customer under this Contract.

3.11.2 The Service includes a telephone number which the Customer

does not own nor has any right to sell or to agree to transfer any number provided to it by BT.

3.11.3 BT may monitor and record calls relating to customer services

and telemarketing for training purposes and to improve the quality of its customer services. BT may also record all calls to the 999 and/or the 112 emergency service.

3.11.4 All PSTN lines which are provided as part of an ADSL

provision for data use only as part of a WAN or IP network will be provided without outgoing call barring, unless the Customer specifies otherwise. The Customer is responsible for the payment of all applicable usage charges that may accrue on all of their PSTN lines. The Customer is also responsible for use of all of their PSTN lines including any potential fraudulent use that may occur

3.12 Virtual Private Network (VPN) BT's VPN Service includes CellStream, FrameStream, IP Clear and MetroFlex. The Customer may access the Service by fixed LAN access or a dial access connection. Unless specifically stated otherwise in this Contract, where the Customer accesses the Service via a LAN, the Customer is responsible for providing an appropriate connection linking the Service to the Customer's LAN and for providing and maintaining a suitable LAN infrastructure. IP Enabling overview CellStream / FrameStream IP - enabled PVCs: IP - enabled PVCs offer any-to-any connectivity for IP traffic between all connections into the Customer's VPN(s) and supplement the point to point connectivity currently supported by normal PVCs. Connectivity: IP - enabled PVCs enable communication with Sites connected to IP Clear as well as supporting dial-in access via PSTN, ISDN or a mobile telephone to Sites connected to BT's CellStream and/or FrameStream Service. The IP PVCs link each Site directly to the IP (MPLS) network. The PVC carries IP packets only, via the IP network to any other IP-enabled Site. Bandwidth: Bandwidth from each Site into the VPN can be selected to reflect the Site's traffic needs. The Customer may have one or more VPN's within it's IP-enabled Service to support different connectivity requirements. The IP VPN will operate in parallel with the Customer's existing VPN service(s).

3.12.1 CellStream

Where the Customer has chosen connection via CellStream, the Service offers a range of data services to allow the Customer to create a VPN using IP or ATM at a variety of speeds over the BT Network, some speeds allow a Standard Access Circuit, Secure Access Circuit or a Secure+ Access Circuit. The Service offers Access Connections in order to create a hub or mesh network. The Service is delivered to the Site via Access Connections and terminated on a Customer NTE.

3.12.2 FrameStream

Where the Customer has chosen connection via FrameStream, the Service offers a range of data services to allow the Customer to create a VPN using IP or Frame Relay at a variety of speeds over the BT Network. The Service offers Access Connections in order to create a hub or mesh network. The service is delivered to the Site via Access Connections and terminated on a Customer NTE.

3.12.3 IP Clear 3.12.3.1 IP Clear Standard Fixed Link Access

(a) Where the Customer has chosen connection via IP Clear, the Service offers a range of data services to allow the Customer to create a VPN using IP at a variety of speeds over the BT Network, some speeds allow a Secure Access Circuit or a Secure+ Access Circuit. The Service offers Access Connections in order to create a hub or mesh network. The Service is delivered to the Site via Access Connections and terminated on a Customer NTE.

3.12.3.2 IP Clear Dial Ports

(a) Where the Customer has chosen IP Clear Dial Access, connections to the Customer’s LAN are made by Remote Access End Users as set out in this paragraph. The Service offers a modem-enabled device or a connection from a LAN via a router which Remote Access End Users dial using a unique number or range of numbers allocated by BT to gain remote IP connectivity to the applications running on the Customer’s host Site. Various levels of authentication are carried out to ensure that access to the Service is only granted to Remote Access End Users. When this authentication is complete, the Remote Access End User will be allocated an IP address by BT for the session duration and connected to the appropriate host Site. However, the Service does not include any direct connections to the Internet. Throughput across the BT Dial Platform cannot be guaranteed.

3.12.3.3 IP Clear ADSL Premium/Plus

(a) User Access (which for the purposes of this paragraph (a)

means the physical network (including the Metallic Pair in the case of ADSL only), between the DSLAM and a Customer Site over which the Service is made available), requests may be subject to survey and the User Access may be rejected in which case BT will notify the Customer of the reasons for the rejection if the survey indicates the supply of Service is not technically feasible, or if other circumstances beyond BT’s reasonable control prevent BT from carrying out the survey; and

(b) BT will accept or reject each User Access request. The

Customer acknowledges that the acceptance of a Customer Requirement Form and the installation of the Customer NTE or CPE does not mean that a User Access can be successfully activated in respect of the Service; and

(c) Technical limitations may inhibit the activation of the Service.

The Customer acknowledges that provision of the Service is subject to successful activation by BT following the installation of the Customer NTE. If BT cannot activate the Service, BT will close the User Access order without charge to the Customer; and

(d) The Customer acknowledges and accepts the following technical limits relating to the Service:

i) The Customer acknowledges and accepts that technical

limitations within the BT Network may not become apparent until after the Service has been installed and working for some time. In such circumstances, the Service for some individual users may need to be withdrawn in which case BT will rebate any charges paid in advance by the Customer; and

ii) in the event that BT re-locates a DSLAM it is possible that

some User Accesses will cease to be operational as a result of increased distance between the re-located DSLAM and the Customer NTE. In these circumstances, the Service for the relevant users will be withdrawn in which case BT will rebate any charges paid in advance by the Customer on a pro rata basis. BT will give the




Customer as much notice as practicable of any such re-location of a DSLAM.

(e) In the circumstances referred to in this paragraph (e) except in

respect of a rebate referred to in paragraphs d) i) ii)above, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service; and

(f) The Customer must have a contract for the use of a BT


(g) ADSL services are offered with Enhanced Care.

3.12.3.4 IP Clear 10Mbps Flex

(a) IP Clear 10Mbps Flex is an access variant to IP Clear and offers bandwidth speeds between 2Mbps & 10Mbps. IP Clear 10Mbps Flex is supplied with a 10Mbps access bearer as standard, however, at the time of the initial deployment the Customer must specify a given bandwidth rate for each Site, which the Service will be limited to.

(b) The Customer may upgrade the bandwidth within the

Minimum Period subject to the price increase detailed in paragraph 3.12.3.3 (c) below; and

(c) The pricing for an increase in bandwidth will equate to the

equivalent annual rental charge for the higher rate. Therefore a Customer Site at any contracted rate can boost its bandwidth for a minimum period of thirty days, for the equivalent charge of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will be applied. The change will be permanent and the increased Annual Rental Charge will subsequently be applied for that Access Connection; and

(d) The Customer must place a re-grade order if the Customer

wishes to revert to the original bandwidth or for further changes; and

(e) The Customer may make a bandwidth re-grade request

between the hours of 8am to 5pm on Working Days. Bandwidth re-grade requests made during a Working Day will be completed within approximately seven Working Days of the request being placed. A maximum of five IP Clear Flex requests per Customer will be accepted during each Working Day; and

(f) The ability to upgrade the bandwidth of IP Clear Flex is also

determined by the choice of CPE. BT recommends that a router that has the capability to support the full 10Mps throughput is deployed on these circuits to ensure that the IP Clear Flex capability is maintained; and

(g) Where a router that does not have the capability to support

the full 10Mbps throughput has been deployed then it is the Customers’ responsibility to ensure that bandwidth requests do not exceed the capability of the router used. It is the Customers responsibility to validate all Customer upgrade requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as a standard change request which will then be subject to standard lead times, technical design and pricing; and

(h) New UDS Discount for Ethernet Services will apply.

(i) Pricing for IP Clear 10Mbps and 100Mbps flex is now based

on distance. Any distance calculation will be based on the nearest POP to the Customer’s Sites.

(j) To upgrade from IP Clear 10Mbps Flex to 100Mbps Flex a

cease and re-provide order will be necessary. 3.12.3.5 IP Clear 100Mbps Flex

(a) IP Clear 100Mbps Flex is an access variant to IP Clear and offers bandwidth speeds between 8Mbps and 100Mbps. IP Clear 100Mbps Flex is supplied with a 100Mbps access bearer as standard, however, at the time of the initial deployment the Customer must specify a given bandwidth rate for each Site, which the Service will be limited to. It is expected that IP Clear 100Mbps Flex will be selected for Sites where bandwidth requirement is expected to grow; and

(b) The Customer may upgrade the bandwidth within the Minimum

Period subject to the price increase detailed in 3.12.3.4 (c) below; and

(c) The pricing for an increase in bandwidth will equate to the

equivalent annual rental charge for the higher rate. Therefore a Customer Site at any contracted rate can boost its bandwidth for a minimum period of thirty days, for the equivalent charge of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will be applied. The change will be permanent and the increased Annual Rental Charge will subsequently be applied for that Access Connection; and




between the hours of 8am to 5pm on Working Days. Bandwidth re-grade requests made during a Working Day will be completed within approximately seven Working Days of the request being placed. A maximum of five IP Clear Flex requests per Customer will be accepted during each Working Day; and

(f) The Customer may increase bandwidth to a limit of a 10Mbps

increment for a single request; and

(g) A Customer request for a bandwidth re-grade of more than 10Mbit/s will be treated as a Project and will not be subject to the Standard lead times for IP Clear Flex. BT will consider the capacity available and negotiate a mutually acceptable date for completion with the Customer; and

(h) The ability to upgrade the bandwidth of IP Clear Flex is also

determined by the choice of CPE. BT recommends that a router that has the capability to support the full 100Mps throughput is deployed on these circuits to ensure that the IP Clear Flex capability is maintained; and

(i) Where a router that does not have the capability to support the

full 100Mbps throughput has been deployed then it is the Customers’ responsibility to ensure that bandwidth requests do not exceed the capability of the router used. It is the Customers responsibility to validate all Customer upgrade requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as a standard change request which will then be subject to standard lead-times, technical design and pricing; and

(j) The IP Clear 100Mbps Flex service is offered as a Standard

Access Circuit, Secure Access Circuit or Secure+ Access Circuit.

(k) New UDS discounts for Ethernet Services will apply.




(l) Pricing for IP Clear 10Mbps and 100Mbps flex is now based on distance. Any distance calculation will be based on the nearest POP to the Customer’s Sites.

(m) To upgrade from IP Clear 10Mbps and 100Mbps flex a cease

and re-provide order will be required. 3.12.4 MetroFlex 3.12.4.1 Where the Customer has chosen connection via MetroFlex,

the Service offers a range of data services to allow Government entities with IP connectivity between two or more sites to create a VPN at a variety of speeds over the BT Network, some speeds allow a Secure Access Circuit or a Secure+ Access Circuit. The Service offers Access Connections in order to create a hub or mesh network. The Service is delivered to the Site via Access Connections and terminated on a Customer NTE. The Service is available as a Bundled or Unbundled Service which have the meanings set out below:

(a) Bundled – The bundled service offers the network access and the CPE terminating on a managed router or switch (BT Owned Equipment). The Service also includes as standard Project Managed Install with BT Project Coordinator as described in paragraph Part 8 of this Schedule, TotalCare Maintenance as described in paragraph 9.5 of this Schedule, Rapid Fault Diagnostics as described in paragraph 10.1 of this Schedule. Other value added service options are available and will be set out in Section 6 of the Order Form; and

(b) Unbundled – The unbundled service offers the network access

and Customer NTE. It is the Customer’s responsibility to provide the CPE and associated provision, configuration and support services that conform to the interface specifications and routing protocols specified by BT.

3.12.4.2 Unless specifically stated in Section 6 of the Order Form, the

Service is designed for a configuration maximum of two VPN’s. Specification of additional VPN’s will incur additional charges and may involve new equipment and service outages.

3.12.4.3 MetroFlex Standard Fixed Link Access

(a) The Service offers copper and fibre delivered fixed link access connections supporting a flexible range of access rates from 2Mbps to 100Mbps in order to create a hub or mesh network, some speeds allow a Secure Access Circuit or a Secure+ Access Circuit. The Service will be configured and designed as per the design summary that is prepared between BT and the Customer and is delivered to Site by the fixed links that are terminated on CPE.

3.12.4.4 MetroFlex Dial Ports

(a) Where the Customer has chosen MetroFlex Dial Access, connections to the Customer’s LAN are made by Remote Access End Users as set out in this paragraph. The Service offers a modem-enabled device or a connection from a LAN via a router which Remote Access End Users to dial the service using a unique number or range of numbers allocated by BT to gain remote IP connectivity to the applications running on the Customer’s host Site. A basic RADIUS authentication, single username and password is provided with the Service. The RADIUS can be proxied to the BT Security Server Site, where various levels of authentication are carried out to ensure that access to the Service is only granted to authorised Remote Access End Users, or to the Customer. When this authentication is complete, the Remote Access End User will be allocated an IP address by BT for the session duration and connected to the appropriate host Site. However, the Service does not include any direct connections to the Internet. Throughput across the BT Dial Platform cannot be guaranteed.

3.12.4.5 MetroFlex ADSL Premium / Plus

(a) The ATM Access Port will be subject to a capacity survey at the relevant BT PoP and if, in BT’s reasonable opinion, the capacity survey indicates that the supply of Service is not technically feasible, or if other circumstances beyond BTs control prevent BT from accepting the Customer Requirement Form, the Customer will be notified of the reasons for the rejection; and

(b) ADSL Premium provides uncontended access whilst access

via ADSL Plus is contended; and

(c) ADSL access requests may be subject to survey. If the ADSL access is rejected, BT will notify the Customer of the reasons for the rejection and indicate whether the survey indicates that the supply of Service is not technically feasible, or if other circumstances beyond BT’s reasonable control prevent BT from carrying out the survey; and

(d) BT will accept or reject each ADSL access request. The

Customer acknowledges that the acceptance of a Customer Requirement Form and the installation of the BT Owned Equipment or CPE does not mean that an ADSL access can be successfully activated in respect of the Service; and

(e) Technical limitations may inhibit the activation of the Service.

The Customer acknowledges that for each ADSL access the provision of the Service is subject to successful activation by BT following the installation of the BT Owned Equipment. If BT cannot activate the Service to an ADSL access then BT will close the ADSL access order without charge to the Customer; and

(f) The Customer acknowledges and accepts the following

technical limits relating to the Service:

i) The Customer acknowledges and accepts that technical limitations within the BT Network may not become apparent until after the Service has been installed and operational for a reasonable period of time. In such circumstances, the Service for some individual ADSL accesses may need to be withdrawn at BT’s sole discretion, in such circumstances BT will rebate any charges paid in advance by the Customer; and

ii) In the event that BT re-locates a DSLAM it is possible that

some ADSL accesses will cease to be operational as a result of increased distance between the re-located DSLAM and the BT Owned Equipment. In these circumstances, the Service for the relevant ADSL access will be withdrawn in which case BT will rebate any charges paid in advance by the Customer on a pro rata basis. BT will give the Customer as much notice as practicable of any such re-location of a DSLAM.

(g) In relation to this paragraph 3.12.4.5, except in respect of a

rebate referred to in paragraphs (f) i) and ii) above, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service.

(h) ADSL services are offered with Enhanced Care.

3.12.4.6 Flex Access – Advantage 10 and Advantage 100 Access

Services (a) Advantage 10 and Advantage 100 Access services are access

variants to MetroFlex and offer bandwidth speeds between 2Mbps – 34Mbps and 2Mbps - 100Mbps respectively. Advantage 100 is supplied with a 100Mbps access bearer as standard, however, at the time of the initial deployment the Customer must specify a given bandwidth rate for each Site, which the Service will be limited to; and




(b) The Customer may upgrade the bandwidth within the Minimum Period subject to the price increase detailed in 3.12.4.6(c) below. Bandwidth limits may apply, depending upon CPE terminating the circuit; and

(c) The pricing for an increase in bandwidth will equate the

equivalent annual rental charge for the higher rate. Therefore a Customer Site at any contracted rate can boost its bandwidth for a minimum period of thirty days, for the equivalent charge of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will be applied. The change will be permanent and the increased annual rental charge will subsequently be applied for that Access Connection; and


wishes to revert to the original bandwidth or to request further changes; and


between the hours of 8am and 5pm on a Working Day. Bandwidth re-grade requests made during a Working Day will be completed within approximately seven Working Days of the request being placed. A maximum of five Advantage 10/100 requests per Customer will be accepted during each Working Day; and

(f) The Customer may increase bandwidth to a limit of a 10Mbps

increment for a single request; and

(g) The Customer request for a bandwidth re-grade of more than 10Mbit/s will be treated as a Project and will not be subject to the Standard lead times. BT will consider the capacity available and negotiate a mutually acceptable date for completion with the Customer; and

(h) The ability to upgrade the bandwidth of Advantage 10/100 is

also determined by the choice of CPE. BT recommends that a router that has the capability to support the full 100Mps throughput is deployed on these circuits to ensure that the Flex capability is maintained; and

(i) Where a router that does not have the capability to support the

full 100Mbps throughput has been deployed then it is the Customers’ responsibility to ensure that bandwidth requests do not exceed the capability of the router used. It is the Customers responsibility to validate all Customer upgrade requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as a standard change request which will then be subject to standard leadtimes, technical design and pricing.

3.12.4.7 MetroFlex 1000Mbps Flex

(a) 1000Mbps Flex is an access variant to the MetroFlex Service and offers bandwidth speeds between 40Mbps and 1000Mbps across the access connection. 1000Mbps is the maximum bandwidth, less overheads as applicable for Class of Service.

(b) MetroFlex 1000Mbs Flex is offered as a Secure Access Circuit

or Secure+ Access Circuit. (c) At the time of the initial deployment, the Customer must

specify a given bandwidth rate for each Site, which the Service will be limited to.

(d) The Customer may upgrade the bandwidth within the Minimum

Period, subject to the charges advised by BT from time to time. (e) The charges for an increase in bandwidth will equate to the

equivalent annual rental charge for the higher rate. (f) A Customer Site at any contracted rate can boost its

bandwidth for a minimum period of thirty days, for the

equivalent of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will apply. The change will be permanent and the increased annual rental charge will subsequently be applied for that Access Connection.

(g) The Customer must place a re-grade order if the Customer

wishes to revert to the original bandwidth or for any further changes to bandwidth. A re-grade or downgrade of bandwidth below the original contracted bandwidth is not possible within the first twelve months of Service.

(h) Upgrades must be between 40-100Mbit/s are in 10Mbit/s

increments, upgrades between 100-500Mbiut/s are in 50Mbit/s increments, and upgrades between 500-1000Mbit/s in 100Mbit/s increments.

(i) The Customer may request a bandwidth re-grade at any time

subject to standard lead times for the Service. (j) A Customer request for a bandwidth re-grade of more than

100Mbit/s will be treated as a project and will not be subject to the standard lead times for the Service. BT will consider the capacity available and negotiate a mutually acceptable date for completion with the Customer

(k) The ability to upgrade the bandwidth of 1000Mbs Flex is

determined by the choice of CPE. BT recommends that a router that has the capability to support the full 1000Mps throughput is deployed on these circuits to ensure that the 1000Mbs Flex capability is maintained.

(l) Where a router deployed does not have the capability to

support the full 1000Mbps Flex throughput then it is the Customers responsibility to ensure that bandwidth requests do not exceed the capability of the router deployed.

(m) It is the Customers responsibility to validate all Customer

upgrade requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as a standard change request which will then be subject to standard lead-times, technical design and pricing.

(n) Where resilience options are implemented, the access rates

and CoS parameters will be the same on both legs of the resilient access. Also both legs of Secure+ Access Circuit accesses will be flexed together at the same access rates.

(o) Service down-time may be experienced during the Flex of the

access. This will not count towards aggregate down time for the purpose of claiming a Service Availability & Restoration Service Level Agreement.

3.12.5 BT metroVPN 3.12.5.1 Where the Customer has chosen connection via BT

metroVPN, the Service offers a range of data services to allow the Customer to create a VPN using IP at a variety of speeds over the BT Network within geographically constrained Regional Service or Single Service Point areas as defined and specified in the BT Price List. Some speeds allow a Secure Access Circuit or a Secure+ Access Circuit.

3.12.5.2 BT metroVPN Standard Fixed Link Access

(a) The Service provides Access Connections in order to create a hub or mesh network. The Service will be configured and designed according the Customer requirements; and

(b) The Service is delivered by BT to the Site via Access

Connections and terminated on BT Owned Equipment that is owned by BT; and

(c) The Service is provided with two CUG’s (means Closed User

Groups which is a smaller virtual network partition within a




VPN applicable on LAN interface basis) as standard. The Customer may request up to a maximum of four additional CUG’s which will incur additional charges as specified by BT; and

(d) The Service is created with a single CUG and all LANs at all

Sites are assigned to this CUG; and (e) Separate CUGs can be created by assigning a number of

LANs from different Sites across the VPN to each CUG. The CUG will allow communication between the LANs belonging to a specific CUG. This option will incur additional charges as may be specified in the BT Price List; and

(f) Where the Customer subsequently requests BT to make a

change to the configuration of either the Network Address Translation or any CUG, this option will incur additional charges as may be specified in the BT Price List; and

(g) The Customer is responsible for providing to BT all necessary

information on their network address requirements.

3.12.5.3 BT metroVPN Dial Access (a) Where the Customer has chosen any form of dial access

associated with BT metroVPN, then the dial link connections will provide:

(i) Access via a local call rate (either PSTN or ISDN) from anywhere in the UK, including the link between the BT Owned Equipment and the BT PoP; and (ii) RADIUS authentication either directly or by RADIUS proxy on condition a RADIUS server is located on the Customer’s Site; and (iii) IP dynamic addressing assignment for the session duration; and (iv) Static addressing for LAN connections; and (v) The Service is engineered to have a PSTN analogue access of up to 56K and B or multiple B channel ISDN. The maximum bandwidth attainable on the host link will be dictated by the bandwidth determined by the Customer and supplied by BT.

3.12.5.4 BT metroVPN ADSL Premium / Plus (a) The ATM Access Port will be subject to a capacity survey at

the relevant BT PoP and if, in BT’s reasonable opinion, the capacity survey indicates that the supply of Service is not technically feasible, or if other circumstances beyond BTs control prevent BT from accepting the CRF, the Customer will be notified of the reasons for the rejection; and

(b) ADSL Premium provides uncontended access whilst access

via ADSL Plus is contended; and (c) BT metroVPN ADSL access connections are presented to the

customer via a BT maintained NTE device (which forms part of the Service) via single LAN presentation on the customer premises. One NTE will be provided for each BT metroVPN ADSL connection to the Service. The BT metroVPN ADSL access is only delivered as a Standard type, i.e. BT metroVPN ADSL access cannot be used as a Gateway site. BT metroVPN ADSL access is available for both options (ADSL Premium and ADSL Plus) at a range of access speeds from 256k to 2M; and

(d) ASDL access requests may be subject to survey. If the ADSL

access is rejected BT will notify the Customer of the reasons for the rejection and indicate whether the survey indicates that the supply of Service is not technically feasible, or if other

circumstances beyond BT’s reasonable control prevent BT from carrying out the survey; and

(e) BT will accept or reject each ADSL access request. The

Customer acknowledges that the acceptance of a CRF and the installation of BT Owned Equipment or CPE does note mean that an ADSL access can be successfully activated in respect of the Service; and

(f) Technical limitations may inhibit the activation of the Service.

The Customer acknowledges that for each ADSL access, the provision of the Service is subject to successful activation by BT following the installation of the BT Owned Equipment. If BT cannot activate the Service to an ADSL access, BT will close the ADSL access order without charge to the Customer; and

(g) The Customer acknowledges and accepts the following


(i) The Customer acknowledges and accepts that technical limitations within the BT Network may not become apparent until after the Service has been installed and operational for a reasonable period of time. In such circumstances, the Service for some individual ADSL accesses may need to be withdrawn at BT’s sole discretion, in such circumstances BT will rebate any charges paid in advance by the Customer; and

(ii) In the event that BT re-locates a DSLAM it is possible that

some ADSL accesses will cease to be operational as a result of increased distance between the re-located DSLAM and the BT Owned Equipment. In these circumstances, the Service for the relevant ADSL accesses will be withdrawn in which case BT will rebate any charges paid in advance by the Customer on a pro rata basis. BT will give the Customer as much notice as practicable of any such re-location of a DSLAM.

(h) In relation to this paragraph, except in respect of a rebate

referred to in paragraphs (g) (i) and (ii) above, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service.

(i) ADSL services are offered with Enhanced Care.

3.12.5.5 BT metroVPN 100Mbps Flex (a) BT metroVPN 100M Flex is an access variant to the BT

metroVPN service and offers bandwidth speeds between 4M and 100M. The 100M Flex access is bundled and includes the pre-defined CPE; and

(b) BT metroVPN 100M Flex is supplied with a 100M access

bearer to each Site as standard. However at the time of initial deployment the Customer must specify a given bandwidth rate for each Site, which the Service will be limited to. It is expected that BT metroVPN 100M Flex will be selected for Sites where bandwidth requirement is expected to grow; and

(c) The relevant pre-defined router will be supplied according to

the flex bandwidth selected by the Customer; and (d) The BT metroVPN 100M Flex service is offered as a Standard

Access Circuit or Secure Access Circuit; and (e) The Customer may upgrade the bandwidth within the Minimum

Period. The pricing for an increase in bandwidth will equate to the equivalent annual rental charge for the higher rate. Therefore a Customer Site at any contracted rate can boost its bandwidth for a minimum period of thirty days, for the equivalent of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will be supplied.




The change will be permanent and the increased annual rental charge will subsequently be applied for that Access Connection; and

(f) The Customer must place a re-grade order if the Customer


(g) BT can carry out a change in bandwidth within two to ten

Working Days from receipt of such request from the Customer. The Customer will receive a response from BT confirming a time and date for the change in bandwidth. Changes in bandwidth may take place between 8am and 5pm on a Working Day; and

(h) The Customer may increase bandwidth up to a maximum of

10Mbps increments for a single request; and (i) A Customer request for a bandwidth re-grade of more than

10Mbit/s will be treated as a project and will not be subject to the standard lead time for BT metroVPN. BT will consider the capacity available and negotiate a mutually acceptable date for completion with the Customer; and

(j) The ability to upgrade the bandwidth of BT metroVPN 100M

Flex is also determined by the choice of CPE. BT recommends that a router has the capability to support the full 100M throughput is deployed on these circuits to ensure that the BT metroVPN Flex capability is maintained; and

(k) Where a router does not have the capability to support the full 100M throughput has been deployed then it is the Customer’s responsibility to ensure that bandwidth requests do not exceed the capacity of the router used. It is the Customers responsibility to validate all Customer upgrade requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as standard change request which will then be subject to standard leadtimes, technical design and pricing; and

(l) Service down-time may be experienced during the flex of the

access. This will not count towards aggregate down time for the purpose of claiming a Service Availability & Restoration SLG.

3.12.6 IP Converge 3.12.6.1 General

(a) Where the Customer has chosen connection via IP Converge, the Service offers a range of data services to allow Customers with IP connectivity between two or more sites to create a VPN at a variety of speeds over the BT Network. The Service offers Access Connections in order to create a hub or mesh network. The Service is delivered to the Site via Access Connections and terminates on a Customer NTE. Internet access can also be provided if required, at an additional charge.

(b) The Service is offered as a bundled service which offers

network access and pre-defined CPE, terminating on a managed router or switch (BT Owned Equipment). The Service also includes as standard Project Managed Install with BT Project Co-ordinator as described in paragraph 8.6 of this Service Schedule, TotalCare Maintenance (on both network services and CPE) as described in paragraph 9.5, Rapid Fault Diagnostics as described in paragraph 10.1, Proactive Alarm Monitoring as described in paragraph 11.3 and Service Level Agreement Options of On Time Delivery, Service Availability & Restoration - Tier 1 and Core Network Performance as described in Part 14 of this Service Schedule.

(c) IP Converge is available at an additional charge with the

DSCP Class of Service Model.

(d) The Service includes a configuration service whereby BT will archive configuration files and carry out configuration

restoration in the event of a network failure. BT will also upgrade software when it believes that software upgrades are operationally necessary.

3.12.6.2 IP Converge Standard Fixed Access

(a) The Service offers copper and fibre delivered fixed link Access Connections supporting a range of access speeds from 64k to 155Mbps in order to create a hub or mesh network, some speeds allow a Secure Access Circuit or a Secure+ Access Circuit. The Service will be configured and designed in accordance with the design summary that is prepared between BT and the Customer and is delivered to Site by the fixed links that are terminated on CPE. Fixed Access Connections are delivered via a BT access circuit and presented to the Customer via a BT maintained NTE device via one (or more) LAN presentations on the Customer Site. One NTE will be provided for each fixed link connection to the Service.

3.12.6.3 IP Converge Dial Ports

(a) Where the Customer has chosen IP Converge Dial Access, connections to the Customer’s LAN are made by Remote Access End Users as set out in this paragraph 3.12.6.3. The Service offers a modem-enabled device or a connection from a LAN via a dial router which allows Remote Access End Users to dial the service using a unique number or range of numbers allocated by BT to gain remote IP connectivity to the applications running on the Customers host Site. A basic authentication, single username and password is provided with the Service for all users. Various levels of authentication are carried out to ensure that access to the Service is only granted to authorised Remote Access End Users. When this authentication is complete, the Remote Access End User will be allocated an IP address by BT for the session duration and connected to the appropriate host Site. However, the Service does not include any direct connections to the Internet. Throughput across the BT Dial Platform cannot be guaranteed.

3.12.6.4 BT Supplied Internet Access

(a) Where the Customer has chosen BT to provide Internet access, the Service will be provided by the BTnet Internet Access product which provides connectivity to the Internet with an access circuit, internet port and router at a variety of speeds.

(b) There are two options available, both of which can be provided

via network terminating equipment, which is BT Owned Equipment, at the Customer Site:

i) BTnet Standard is an entry level Internet access service

available in two sizes of access bearer. The Customer can select the size of access bearer and then select Internet bandwidth requirement within the chosen access bearer. The Customer can then increase or decrease the Internet bandwidth within the bounds of their access type; and

ii) BTnet Premium is a premium Internet access service

available with a range of various size access bearers. The Customer can select the size of access bearer and then select Internet bandwidth requirement within the chosen access bearer. The Customer can then increase or decrease the Internet bandwidth within the bounds of their access type.

3.12.6.5 IP Converge ADSL Premium / Plus

(a) The ATM Access Port will be subject to a capacity survey at the relevant BT PoP and if, in BT’s reasonable opinion, the capacity survey indicates that the supply of Service is not technically feasible, or if other circumstances beyond BTs control prevent BT from accepting the Customer Requirement Form, the Customer will be notified of the reasons for the rejection; and




(b) ADSL Premium provides uncontended access whilst access via ADSL Plus is contended; and

(c) IP Converge ADSL Access Connections are presented to the

customer via a BT maintained NTE device via single LAN presentation on the Customer Site. One NTE will be provided for each ADSL connection to the Service. ADSL access is only delivered as a Standard type, i.e. ADSL access cannot be used as a gateway. IP Converge ADSL access is available for both options (ADSL Premium and ADSL Plus) at a range of access speeds from 256k to 2M; and

(d) ADSL access requests may be subject to survey. If the ADSL

access is rejected BT will notify the Customer of the reasons for the rejection and indicate whether the survey indicates that the supply of Service is not technically feasible, or if other circumstances beyond BT’s reasonable control prevent BT from carrying out the survey; and

(e) BT will accept or reject each ADSL access request. The

Customer acknowledges that the acceptance of a Customer Requirement Form and the installation of BT Owned Equipment or CPE does not mean that an ADSL access can be successfully activated in respect of the Service; and

(f) Technical limitations may inhibit the activation of the Service.

The Customer acknowledges that for each individual ADSL access, the provision of the Service is subject to successful activation by BT following the installation of the BT Owned Equipment. If BT cannot activate the Service to an ADSL access, BT will close the End User Access order without charge to the Customer; and

(g) The Customer acknowledges and accepts the following


i) The Customer acknowledges and accepts that some technical limitations within the BT Network may not become apparent until after the Service has been installed and operational for a reasonable period of time. In such circumstances, the Service for some individual ADSL accesses may need to be withdrawn at BT’s sole discretion, in such circumstances BT will rebate any charges paid in advance by the Customer; and

ii) In the event that BT re-locates a DSLAM it is possible that

some ADSL accesses will cease to be operational as a result of increased distance between the re-located DSLAM and the BT Owned Equipment. In these circumstances, the Service for the relevant ADSL accesses will be withdrawn in which case BT will rebate any charges paid in advance by the Customer on a pro rata basis. BT will give the Customer as much notice as practicable of any such re-location of a DSLAM.

(h) In relation to this paragraph 3.12.6.5, except in respect of a

rebate referred to in paragraphs (g) i) and ii) above, BT will have no liability to the Customer relating to the provision of the Service (or BT’s inability to provide the Service), the performance of the Service, its effect on other services or equipment or the withdrawal of the Service; and

(i) ADSL services are offered with Enhanced Care.

3.12.6.6 IP Converge 2Mbps, 10Mbps and 100Mbps Flex (a) IP Converge 2M, 10M and 100M Flex are access variants to

the IP Converge Service and offers bandwidth speeds between 256k and 1984K for 2M Flex, between 2M and 10M Flex for 10M Flex and between 4M and 100M for 100M Flex. 2M and 100M Flex access is bundled and includes the pre-defined CPE; and

(b) IP Converge 2M Flex is supplied with a 2M access bearer to each Site as standard. IP Converge 10M Flex is supplied with a 10M access bearer to each Site as standard. IP Converge 100M Flex is supplied with a 100M access bearer to each Site as standard. However at the time of initial deployment the Customer must specify a given bandwidth rate for each Site to which the Service will be limited; and

(c) The relevant pre-defined router will be supplied according to

the Flex bandwidth selected by the Customer; and (d) IP Converge 2M, 10M and 100M Flex is offered as a Standard

Access Circuit, Secure Access Circuit, or Secure+ Access Circuit; and

(e) IP Converge 2M Flex and 100M Flex support the DSCP Class

of Service Model. However, the initial set up of CoS bandwidth and its subsequent management over Flex re-grades means that CoS bandwidth and Flex access bandwidth must be managed simultaneously by the Customer; and

(f) The Customer may upgrade the bandwidth within the Minimum

Period. The pricing for an increase in bandwidth will equate to the equivalent annual rental charge for the higher rate. Therefore a Customer Site at any contracted rate can boost its bandwidth for a minimum period of thirty days, for the equivalent of 30/365 of the annual rental at the higher rate. No further connection charge or one-off charge will be supplied. The change will be permanent and the increased annual rental charge will subsequently be applied for that Access Connection; and

(g) The Customer must place a re-grade order if the Customer


(h) BT can carry out a change in bandwidth within two to ten Working Days from receipt of such request from the Customer. The Customer will receive a response from BT confirming a time and date for the change in bandwidth. Changes in bandwidth may take place between 8am and 5pm on a Working Day; and

(i) The Customer may increase bandwidth up to a maximum of

1984K in steps of 64kb/s for 2M, 2M increments for 10M Flex and 10M increments for 100M Flex, for a single request; and

(j) A Customer request for a bandwidth re-grade of more than the

maximum bandwidth described in paragraph (i) above will be treated as a project and will not be subject to the standard lead time for the Service. BT will consider the capacity available and negotiate a mutually acceptable date for completion with the Customer; and

(k) Where resilience options are implemented, the access rates

and CoS parameters will be the same on both legs of the resilient access. Also both legs of Secure+ Access Circuit accesses will be flexed together at the same access rates; and

(l) Whenever the Bandwidth is flexed there can be changes in

CoS. Customers will indicate the amount of Voice Class (EF) bandwidth, Assured Class (AF) percentage, Internet Access. If the Voice Class bandwidth or Assured Class percentage or both are different from that which had been previously been configured, then there will be CoS modification charges; and

(m) The ability to upgrade the bandwidth of 2M, 10M and 100M

Flex is determined by the choice of CPE. BT recommends that a router which has the capability to support the full 2M, 10M or 100M, as appropriate, throughput is deployed on these circuits to ensure that the 2M, 10M or 100M Flex capability is maintained; and




(n) Where the router deployed does not have the capability to support the full 2M or 100M Flex, as appropriate, throughput then it is the Customers responsibility to ensure that bandwidth requests do not exceed the capacity of the router used. It is the Customers responsibility to validate all Customer requests to ensure CPE compliance. Where the CPE is not compliant, BT will treat this as standard change request that will then be subject to standard leadtimes, technical design and pricing; and

(o) Service down-time may be experienced during the Flex of the

access. This will not count towards aggregate down time for the purpose of claiming a Service Availability & Restoration SLA.

3.13 Leased Line 3.13.1 KiloStream

KiloStream offers dedicated digital links offering a point to point service for a Customer’s exclusive use, KiloStream offers two options; Low Speed (2.4,4.8 and 9.6kbit/s) and High Speed (19.2,48 and 64kbit/s).

3.13.2 MegaStream

MegaStream offers dedicated digital links offering a point to point service for a Customer’s exclusive use, MegaStream offers a choice of 1,2,34,45,140,155 or 622 Mbit/s bandwidths.

3.13.3 MegaStream Ethernet

MegaStream Ethernet offers a dedicated flexible point to point service for a Customer’s exclusive use, MegaStream Ethernet offers a choice of bandwidths from 2Mbit/s up to 100 Mbit/s and a range of fibre access speeds from 10 Mbit/s up to 1 Gbit/s.

3.13.4 Short Haul Data Services – LAN Extension Service

LAN Extension Services (LES) offers a dedicated point to point fibre optic connection between Customer’s LAN. LES is available at various bandwidths.

3.14 Class Of Service (CoS) 3.14.1 General 3.14.1.1 Class of Service (CoS) is the two-way symmetrical

bandwidth available to connect a Site with the Customer’s VPN. It varies on application type and speed.

3.14.1.2 BT will not provide both the DSCP Class of Service Model

and the Class of Service 3 Model on the same network service.

3.14.1.3 Customer CoS requirements must comply with BT design

rules. 3.14.1.4 Where appropriate, the initial set up of CoS bandwidth and

its subsequent management over flex re-grades means that CoS bandwidth and flex access bandwidth must be managed simultaneously by the Customer. Failure to do so may result in degradation or loss of Service for which BT accepts no liability.

3.14.1.5 BT will reject any traffic that exceeds the CoS level as

detailed in Section 6 of the Order Form. 3.14.2 DSCP Class of Service Model 3.14.2.1 There are two options available under the DSCP Class of

Service Model as follows:

(a) Expedited Forwarding (EF) is in line with the Internet Engineering Task Force DSCP framework optimised to support real time voice over IP applications. Traffic marked as EF is treated with priority and are served in preference to AF traffic. The class is particularly designed to deliver low end-to-end delay and jitter suitable for voice applications; and

(b) Assured Forwarding (AF) is in line with the Internet Engineering Task Force DSCP framework optimised to support delay sensitive data applications where low end-to-end delay and minimal traffic loss is a requirement. There are up to 4 AF classes that can be configured, subject to Customer requirement.

3.14.2.2 The DSCP Class of Service Model is available subject to the

order date and type of network service selected by the Customer, as specified by BT from time to time.

3.14.2.3 Where the Customer has access on an existing Class of

Service 3 Model, then any requirement for the DSCP Class of Service Model on the same access will be subject to BT’s migration programme, and BT reserves the right to dictate timescales and Customer charges with any aspect of such migration programme.

3.14.3 Class of Service 3 Model 3.14.3.1 There are 3 options available under the Class of Service 3

Model as follows:

a) Class 1 (Voice Class) is the delivery of real time voice over IP applications from any Site to any Site. The Customer specifies the amount of class 1 traffic, known as ‘contract rate’. There is no bursting capability for class 1 traffic; and

b) Class 2 (Premium Data Class) is the delivery of delay sensitive

data traffic from any Site to any Site. The Customer specifies the amount of class 2 traffic, known as ‘in contract bandwidth’. Traffic may burst above this if bandwidth is available, known as ‘out of contract bandwidth’; and

c) Class 3 (Standard Data Class) is the delivery of delay tolerant

applications, such as email or Internet access. Class 3 is not a separately orderable item. Class 3 can burst to Port speed if other classes are not using the bandwidth.

3.14.3.2 The Class of Service 3 Model is available subject to the

order date and type of network service selected by the Customer, as specified by BT from time to time.

3.15 Network Services - Customer Responsibilities (applicable

to all of Part 3) 3.15.1 This Contract for the provision of Service is between BT and

the Customer. Where the Customer, utilising the Service, enters into contracts with its customers, the Customer remains responsible to BT under this Contract. Any contracts the Customer has with such customers for the provision of IP or other services utilising the Service are entirely the Customer's responsibility. The Customer will:

(a) include in its contracts with its customers conditions of use

equivalent to those in paragraphs 3.15.10 and 3.15.11 regarding Customer Information and paragraph 7 of the Conditions regarding Use of the Service and paragraph 3.16 below, regarding Domain Name Registration; and

(c) provide a support function for the provision of support for its

own customers connected to its network who must be required and directed to use this route to report all faults queries and complaints. For the avoidance of doubt, BT shall have no responsibility for the provision of support to the Customer's own customers unless expressly stated in this Contract.

3.15.2 All Customer equipment and any access circuits leased by the

Customer directly from a PTSP shall be the sole responsibility of the Customer and are not included as part of the Service.

3.15.3 The Customer must provide a compatible router at the Site for

connection to the Service. The Customer is responsible for ensuring that the Customer equipment connected to the




Service conforms to the interface specifications and routing protocols specified by BT.

3.15.4 The Customer is responsible for providing supplementary

earthing in accordance with the applicable European Telecommunications Standards Institute relating to guidance for power distribution to telecommunication and datacom equipment. Such provision must be applied to any cabinet that forms part of this Contract. Supplementary earthing means the earth wire provided in addition to general earthing of standard AC supply.

3.15.5 Faults diagnosed by BT as occurring in any services not

provided by BT (including, without limitation, access lines) should be reported direct to the local telecommunications service provider by the Customer.

3.15.6 If the Customer wishes to maintain a connection to another

Internet network the Customer must have an autonomous system number for that network.

3.15.7 Unless otherwise stated, the Customer is responsible for

providing suitable computer hardware, software and telecommunications equipment and services necessary to access and use the Service.

3.15.8 The Customer shall be responsible for providing a suitable IP

addressing scheme (that must be at least a /24 address block) that is registered with an approved Internet registration authority, otherwise it will not be accepted by BT. The Customer shall ensure that it has a single IP address within the Customer Network. Unless the Customer has selected the Configuration Management option under Part 11 of this Service Schedule, the Customer shall also be responsible for devising any IP addresses which may be required for the purposes of WAN, LAN or both as appropriate, network management.

3.15.9 If the Customer accesses the Service via a LAN, the Customer

is responsible for:

(a) providing and maintaining a suitable LAN and Internet protocol (“IP”) router capable of interfacing satisfactorily with the Service; and

(b) configuration of the IP router. 3.15.10 The Customer shall be responsible for the creation,

maintenance and design of all Customer Information. 3.15.11 The Customer warrants that it will comply with all consumer

and other legislation, instructions or guidelines issued by regulatory authorities, relevant licences and any other codes of practice which apply to the Customer or BT and which relate to the provision of Customer Information provided that BT has given notice to the Customer of those which apply to BT.

3.15.12 Where appropriate, the Customer must specify the volume of

traffic required for each CoS level. 3.15.13 The Customer must adhere to the recommended bandwidth,

access rate or specified volume of traffic as specified by BT for each CoS level. The Customer acknowledges that if it exceeds such recommended bandwidth, access rate or specified volume of traffic, then this may result in service degradation for which BT will not be liable.

3.15.14 To enable BT to provide a CoS level, classification of traffic

must be carried out. Unless the Customer has requested to carry out classification of traffic via Professional Services such classification will be the sole responsibility of the Customer.

3.16 Domain Name Registration

3.16.1 The following provisions shall apply as appropriate in relation to any Domain Name required for the Service.

3.16.2 The Customer warrants that it is the owner of, or that it is the

duly authorised by the owner of, any trademark or name that it wishes to use as its Domain Name and use as part of its URL (uniform resource locator).

3.16.3 Where the Customer wishes to use its own Domain Name, the

Customer is responsible for registering the Domain Name and for paying all fees to the Internet registration authorities associated with registration and maintenance of its Domain Name URL.

3.16.4 Where BT carries out Domain Name and URL registration on

behalf of the Customer, the Customer will reimburse BT for any registration fees paid by BT to the Internet registration authorities and be responsible for paying any subsequent registration and all rental fees direct to the relevant Internet authorities.

3.16.5 BT reserves the right to require the Customer to select a

replacement Domain or URL any may either refuse to provide or may suspend Service if, in BT’s opinion, there are reasonable grounds for BT to believe that the Domain Name or URL is, or is likely to be, offensive, abusive defamatory, obscene or in breach of the provisions of paragraph 7.1 or 8.3 of the Conditions.

3.17 Network Services - General (applicable to all of Part 3) 3.17.1 If the Customer enters into a contract with a Third Party for the

resale of the Service provided under this Contract by BT to the Customer, the Customer will establish a support function for the provision of support to its own customers connected to its network who must be required and directed to use this route to report all faults, queries and complaints. For the avoidance of doubt, BT shall have no responsibility for provision of support to the Customer’s own customers.

3.17.2 Where an IP address or domain name is allocated to the

Customer, it may only be used in connection with the Service. Except where expressly registered in the Customer’s name, all BT based IP addresses and domain names made available on the Customer’s behalf in connection with the Service shall at all times remain the property of BT and shall be non-transferable. The Customer shall have no right to use such IP addresses or domain names upon termination of the Service, at which time they will revert to BT.

3.17.3 Where the Customer has requested network address

translation, BT will configure the Service in accordance with the details specified in the design summary. Where the Customer subsequently requests BT to make a change to the network address configuration, the Customer shall pay BT’s reasonable charges for the work carried out.

3.17.4 Some network services can include connections or allow

access to the Internet. However, the Internet is independent of the Service and of BT and use of the Internet is solely at the Customer’s risk and subject to all applicable laws. BT makes no undertaking in relation to the performance of the Internet and has no responsibility for any information, software, services or other materials obtained by the Customer using the Internet.

3.17.5 The Customer will give BT as much notice as possible if it

intends to use the Service or to encourage or require the use of the Service in such a way as to distort users natural usage patterns, including, by way of example, running promotions which require users to log on within a short space of time or on a “first come, first served” basis.




3.17.6 Where the Customer has not requested BT to provide CPE Maintenance on BT Provided Equipment or Supplied Equipment, then any maintenance shall be the responsibility of the Customer and BT accepts no responsibility or liability for any such work which shall be carried out at the Customers risk.

3.17.7 The Customer acknowledges and accepts that BT may not be

able to provide Service where a Customer Site is not within a certain radial distance of a PoP, as specified by BT from time to time.

Part 4 SUPPLY OF LAN CABLING

Where the Customer selects the option of LAN Cabling supplied by BT as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 4.1 Cabling 4.1.1 For each Site, the Customer must choose either the Project

Managed Install or the LAN Integration Service provision option as appropriate to the type of installation. Cabling will be supplied in accordance with paragraph 8.8 as appropriate.

4.2 Guarantee 4.2.1 BT guarantees that, for a period beginning on the Operational

Service Date and continuing for the duration of this Contract up to a maximum period of twenty years (the “Guarantee Period”), the performance of LAN cabling provided in accordance with this Contract will meet or exceed the relevant specifications of the ISO/IEC 11801, EN50173, TIA/568A and TIA/TSB-67 standards (except multimode optical fibre, where wavelength and attenuation parameters may differ from those specified), provided that the configuration rules specified in the said standards are strictly adhered to and there has been no damage, interference or maintenance of the LAN cabling by persons other than BT.

4.2.2 BT also guarantees that the LAN cabling provided under this

Contract will comply with the essential requirements of the European EMC Directive, 89/336/EEC (as amended by Directives 92/31/EEC and 93/68/EEC), provided that all connected electronic equipment is compliant with the respective application and LAN standards and with the EMC Directive (CE marked) when connected to any structured cabling provided by BT under this Contract.

4.2.3 During the Guarantee Period, BT will replace or (at its option)

repair LAN cabling, if notified of a fault which is due to faulty design, manufacture or components, or the negligence of BT, provided that:

(a) The LAN cabling has been properly kept, used and maintained

in strict accordance with the manufacturer’s or BT’s instructions, if any, and has not been modified except with BT’s consent. However, the Customer may make configuration changes without invalidating this guarantee providing such changes are limited to the movement of patch cords and passive adapters and are within the terms of the appropriate approval under section 22 of the Telecommunications Act 1984; and

(b) The fault is not due to damage (including lightning and

electrical damage), interference with or maintenance of the LAN cabling by persons other than BT; and

(c) The fault is not due to a fault in a design specified by the

Customer.

4.2.4 The guarantee described in paragraph 4.2.3 of this Service Schedule covers the cost of all components and labour during the Guarantee Period. Components of LAN cabling which contain moving parts, items requiring mains or battery power

and software are all excluded outside the scope of the guarantee, as is any work required as a result of fair wear and tear.

4.2.5 The Customer agrees that the guarantee described in

paragraph 4.2.3 of this Service Schedule is its sole remedy in respect of faults in the LAN cabling and acknowledges that, notwithstanding any other provision of this Contract, maintenance and fault management services are not available in respect of LAN cabling provided hereunder.

4.3 Charges 4.3.1 The purchase price for the LAN cabling will be subject to

confirmation by the BT Project Manager at the time of installation.

4.3.2 BT reserves the right to make additional charges in respect of

any visit to a Site made at the request of the Customer to repair the LAN cabling where the fault is not covered by the terms of the guarantee set out in paragraph 4.2 of this Service Schedule.

Part 5 SUPPLY OF EQUIPMENT

Where the Customer selects the option of Equipment supplied by BT as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 5.1 General 5.1.1 BT will provide the necessary equipment, unless the Customer

intends to provide it and has indicated so in Section 6 of the Order Form.

5.1.2 Unless otherwise specified, the price set out in Section 7 of the

Order Form for CPE to be purchased by the Customer, includes delivery within the UK.

5.1.3 Where the Customer has not chosen to purchase the CPE

from BT and with the exception of Supplied Equipment, charges for use of the CPE shall be payable periodically in accordance with the provisions of paragraph 13.1 of the Conditions.

5.1.4 All BT Provided Equipment and Supplied Equipment will be

provided in accordance with Part 8 of this Service Schedule. 5.1.5 BT may offer updates or modifications to Software or

documentation provided as part of the Service. Any applicable charges for such updates or modifications will be notified to the Customer at the time BT offers such updates or modifications

5.2 BT Provided Equipment 5.2.1 Unless the Customer intends to supply its own CPE and this is

indicated so in Section 6 of the Order Form, BT will provide it. 5.2.2 Risk in all BT Provided Equipment will pass to the Customer

on delivery to the Site. 5.2.3 Title in all BT Provided Equipment shall pass to the Customer

on payment in full of the purchase price specified in Section 7 of the Order Form. However, until payment has been received in full by BT, the BT Provided Equipment shall appear in the Customers books in the name of BT.

5.3 Supplied Equipment 5.3.1 Where this Contract includes the provision of Supplied

Equipment, on acceptance of the Service by the Customer as detailed in Part 8 of this Service Schedule, the Customer shall recognise the Company as the owner of the Supplied Equipment (save as to intellectual property rights therein, which shall not vest in the Company or the Customer) in place of BT. Such Supplied Equipment shall then be held by the Customer on and subject to both the terms of the relevant Hire Agreement and to the extent applicable, this Contract. At no




time shall any rights in or in relation to Supplied Equipment pass from BT to the Customer (save to the extent expressly provided in this Contract). Supplied Equipment shall be regarded from the time of acceptance as accepted from both BT and the Company.

5.3.2 Subject to the terms and conditions of this Contract and to any

rights or requirements of the Company relating to Supplied Equipment after it has been accepted by the Customer:

(a) BT permits the Customer to have non-exclusive possession of

Supplied Equipment at the Site from delivery of the Supplied Equipment until acceptance by the Customer, whereupon it shall be held as described in paragraph 5.3.1 above. Prior to acceptance, the Customer shall not either part with or share possession or control of, encumber or otherwise deal with Supplied Equipment or allow it to be seized to the satisfaction of debt or (without BT and the Company’s written consent) move Supplied Equipment from its position at the Site or misuse or tamper with or repair or attempt to repair or adjust or modify Supplied Equipment in any way or connect it to other equipment nor permit any other person (except a person authorised by BT) to do so. Upon and after delivery of Supplied Equipment it shall cease to be at BT's risk and, subject to any contrary arrangement between the Company and the Customer, shall be at the Customer's risk.

(b) Unless and until acceptance of the Supplied Equipment:

(i) The Supplied Equipment shall stand in the Customer's

books in the name of BT; and (ii) The Customer shall take appropriate steps to notify third

parties of BT's interest in the Supplied Equipment

(c) In the event of a threatened seizure of Supplied Equipment or of appointment of a receiver or liquidator, or any other event entitling BT to terminate this Contract, the Customer shall immediately notify BT.

5.3.3 In the event described in paragraph 2.2.1 or 5.3.2 (c) of this

Service Schedule or any of the circumstances described in paragraph 18 of the Conditions, BT may recover possession of, disconnect and remove any Supplied Equipment not accepted as may be at the Site together with any CPE to be purchased from BT unless title in such CPE has passed to the Customer.

5.4 Customers Existing Equipment 5.4.1 Where the Customer has selected to have their Customers

existing equipment maintained or maintained and managed by BT then BT shall be entitled to inspect and test such equipment at any time, and provision of this Service element shall be subject to the following:

(a) Successful completion of BT’s Agreement to Assess

Customers Existing Equipment; and (b) The Customers equipment being in good operating condition, at

the appropriate operating level and capable of supporting BT’s portfolio.

5.4.2 The maintenance of a Customers existing equipment is only

available where the Customer has selected a Maintenance Option from Part 9 (excluding Broadband Enhanced Care and Broadband Standard Care), a Reactive Fault Management Option of Rapid Diagnostics Service from Part 10 and Project Managed Install with BT Project Co-ordinator or BT Project Manager from Part 8 of this Service Schedule.

5.4.3 The BT Project Co-ordinator or BT Project Manager, as

appropriate, will work with the Customer to establish a project initiation document agree lead times and plan implementation

testing and commissioning activities. The Service may very at each Customer Site.

5.4.4 The Customers existing equipment at each Site must have the

same level of CPE Maintenance as selected for all other equipment at such Site as detailed in Part 8 of this Service Schedule.

5.4.5 Where the Customers has elected for BT to take responsibility

of configuring the Customers solution, as detailed in Section 6 of the Order Form, then BT must be given appropriate access to the Customers equipment configuration and BT will require the Customer to specify its configuration requirements.

5.4.6 For the purposes of this paragraph 5.4 title and risk in any of

the Customers existing equipment will remain with the Customer.

5.4.7 The inventory list from BT’s Agreement to Assess Customers

Existing Equipment will be incorporated into the Order Form of this Contract.

5.4.8 Where BT has to carry out any repairs modifications or

adjustments to any of the Customers existing equipment or software (including software upgrades) which BT considers necessary to provide the Service, then the Customer shall pay BT’s reasonable charges for such work.

5.4.9 Not withstanding paragraph 14.4 of the Conditions, BT shall

not be liable for any faults or any other work carried out by previous maintainers.

5.4.10 The Customer is responsible for providing all necessary

information to enable provision of the Service as requested by BT and in accordance with paragraph 2.5.1 of this Service Schedule.

5.4.11 The Customer is responsible for advising BT of any changes to

the Customers existing equipment or that affect the inventory list subsequent to the completion of the Agreement to Assess Customers Existing Equipment. Such changes will be subject to review by BT and may incur additional charges.

5.4.12 The Customer is responsible for all existing cabling and

ensuring that additional applications are not installed on their servers that are being maintained by BT, unless previously agreed by BT.

5.5 BT Owned Equipment 5.5.1 Where the Customer has selected BT Owned Equipment from

Section 6 of the Order Form, then BT will provide equipment to be used in the Service.

5.5.2 Title in all BT Owned Equipment will remain vested in BT at all

times, and risk in all BT Owned Equipment will pass to the Customer on delivery to the Site.

5.5.3 The Customer shall not either part with or share possession or

control of, encumber or otherwise deal with BT Owned Equipment or allow it to be seized to the satisfaction of debt or (without BT’s written consent) move BT Owned Equipment from its position at the Site or misuse or tamper with or repair or attempt to repair or adjust or modify BT Owned Equipment in any way or connect it to other equipment nor permit any other person (except a person authorised by BT) to do so.

5.5.4 BT has the right to recover any BT Owned Equipment if this

Contract is terminated or the Service is ceased at any Customer Site.

5.5.5 Where the BT Owned Equipment is not part of a Network

bundled solution then at the end of the Minimum Period, BT




may permit the Customer to continue to use the BT Owned Equipment in which case BT shall raise additional charges.

5.5.6 In the event of any threatened seizure of any BT Owned

Equipment or if any of the events listed in paragraph 18.1(d) of the Conditions occur in relation to the Customer, the Customer shall notify BT immediately and BT may take action to recover the equipment. The Customer shall also notify interested third parties of BT’s ownership of the BT Owned Equipment.

5.6 Equipment Customer Responsibilities 5.6.1 Unless the Customer relies on BT’s written advice, the

Customer is responsible for ensuring the CPE provided under this Contract is suitable for its needs.

5.6.2 Unless otherwise expressly permitted by BT, the Customer

agrees that all equipment such as routers, modems, terminal adapters or other devices by means of which a connection can be made between the Customers WAN or LAN or both as appropriate, will constitute CPE and be subject to maintenance by BT in accordance with the requirements as set out in Section 6 of the Order Form.

5.6.3 If Software is supplied under this Contract, the Customer must

retain and store such Software for future use by BT. 5.6.4 It shall be the Customers responsibility to provide suitable

racking to house the CPE. The Customer will ensure that all areas containing permanently installed CPE will be maintained in a clean condition.

5.6.5 The Customer will not stack any equipment or materials on top

of the CPE and will ensure it is properly ventilated at all times. The Customer will ensure that there is a reasonable working area around the CPE.

5.6.6 The Customer shall operate the CPE in accordance with any

instructions issued by its manufacturer or by BT and shall not repair, adjust or modify it without BT’s prior written consent. However, the Customer may make configuration changes in accordance with the procedure and parameters set out in any documentation applicable to the CPE, and shall keep BT informed of any such changes.

5.6.7 Where the Customer has not requested BT to provide CPE

Maintenance on BT Provided Equipment or Supplied Equipment, then any maintenance shall be the responsibility of the Customer and BT accepts no responsibility or liability for any such work which shall be carried out at the Customers risk.

Part 6 APPLICATIONS and SECURITY OPTIONS

Where the Customer selects an option from Applications and Security as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 6.1 Radius Authentication 6.1.1 BT will provide use of the shared security server platform for

the purposes of Radius Authentication for the number of Remote Access End User Sites as defined in Section 6 of the Order Form.

6.1.2 In order to provide an authentication facility, BT will provide

and operate a shared security server platform, which will constitute BT Owned Equipment. This platform will be configured with the appropriate information notified by the Customer to BT but the Customer acknowledges that such facilities cannot guarantee the detection or prevention of any unauthorised or unlawful access to the Service or to the

Customer Network and accordingly BT accepts no liability for any such access.

6.2 Radius / ACE Strong Authentication 6.2.1 BT will provide use of the shared security server platform for

the purposes of RSA Security SecurID authentication for the number of Remote Access End Users as detailed in Section 6 of the Order Form.

6.2.2 In order to provide an authentication facility, BT will provide

and operate a shared security server platform, which will constitute BT Owned Equipment. This platform will be configured with the appropriate information notified by the Customer to BT but the Customer acknowledges that such facilities cannot guarantee the detection or prevention of any unauthorised or unlawful access to the Service or to the Customer Network and accordingly BT accepts no liability for any such access.

6.2.3 BT will provide a security token and a Personal Identification

Number, known as a PIN code, for each Remote Access End User. Unless the Customer has indicated in Section 6 of the Order Form that the Customer will carry out distribution of security tokens to Remote Access End Users, BT will distribute the tokens to Remote Access End Users, based on the information provided in accordance with paragraph 6.2.5 of this Service Schedule.

6.2.4 The security server facilities will make Remote Access End

Users access to the Customer Network subject to authentication of the Remote Access End Users identity in the following manner. When a Remote Access End User dials into an access server, a Point to Point Protocol session handshake will take place between the Remote Access End Users PC and the access server. The Remote Access End User must enters his/her user identification and PIN code, following which the access server will send an authentication request to the security server. Once the security server has validated the Remote Access End Users identity, Remote Access the End User will be provided with addressing information and granted access to the Customer Network.

6.2.5 The Customer will provide BT with a Comma Separated

Variable (CSV) file containing details of all Remote Access End Users. BT will provide a template for this.

6.2.6 Where the Customer is to carry out distribution of the tokens,

BT will deliver the tokens, allocation details and User information to the address detailed in Section 6 of the Order Form. The Customer will be responsible for onward distribution of the token to the correct End User. In the event that End Users receive the incorrect token, BT reserves the right to raise additional charges for any additional work required.

6.2.7 In all cases, the Customer will be responsible for the security

and proper use of all security tokens and PIN codes and the provisions of Part 5.1 of this Service Schedule shall apply to security tokens and PIN codes as appropriate, and for the security of Remote Access End Users use of Service through their equipment. The Customer shall ensure that Remote Access End Users take all necessary steps to ensure that security tokens and PIN codes are kept confidential, secure, used properly and not disclosed or made available to unauthorised people. In particular, the Customer shall instruct End Users that security tokens and PIN codes should not be kept together, as this may enable security to be breached in the event of loss or theft.

6.2.8 In the event of loss or damage of a security token, it will be

replaced by BT as a chargeable item. 6.2.9 The charges for the Service include use of security tokens for

up to three years from the Operational Service Date.




Thereafter, the security tokens will need to be replaced and the charge for this will be subject to confirmation by BT at the appropriate time.

6.2.10 The Customer is responsible for the security of end devices

(e.g. personal computes) when using this Service. 6.3 IP Sec Encryption 6.3.1 BT will support IP Sec Encrypted tunnels for use either:

(a) In Remote Access Solutions by use of an IP Sec Client; or (b) In WAN Solutions in routers Site to Site.

6.3.2 The CPE to support IPSec Encryption will be supplied as per

Part 5 of this Service Schedule. 6.4 Blacklisting 6.4.1 This Service element allows the Customer to block access to

Internet sites which it deems to be undesirable. The Blacklisting capability organises Internet sites into groupings and the Customer may choose to block access to any or all groups.

6.4.2 The Customer will provide BT with details of the groups to

which it wishes to block access and BT will configure the BT Owned Equipment to reflect the specified policy. In the event of any change in the Customer’s policy, BT will implement alterations in the configuration of the Service as soon as reasonably practicable. Additionally, as part of this Service option, BT will remotely download upgrades to the Blacklisting software if such upgrades are, in BT’s opinion, operationally necessary or as otherwise agreed between the Customer and BT.

6.4.3 The Customer acknowledges that this Service element is

implemented using third party proprietary software which will offer only the functions described by the supplier of that software and cannot be guaranteed to operate without fault or interruption or, in particular, to intercept or disarm all viruses. BT will supply and operate a server(s) loaded with suitable software which will constitute BT Owned Equipment.

6.5 BT MessageScan 6.5.1 This Service provides protection against Viruses, unsolicited

commercial e mails (spam) and pornographic images that may be transmitted in emails passing between the Internet and the Customer’s corporate network. Emails transmitted within the Customer’s network are excluded from the Service. The Service is provided on a per Domain Name basis. The Customer must nominate all the Domain Name(s) to be covered by the Service

6.5.2 Scanning of emails for Viruses, Spam and Pornographic image

will take place at one of a number of virus control centres (VCC’s). The Service is network based and once configured correctly will automatically scan all emails passing to and from the Customer’s nominated Domain(s). BT will configure the VCC’s to provide the Service to the Customer.

6.5.3 The Service processes each email through anti-Virus, anti-

Spam and anti-Porn-scanning programmes. These programmes may be changed for operational reasons without notice. BT will keep programmes up to date, with all signatures updated every 10 minutes, 24 hours a day, 365 days a year.

6.5.4 Quarantined Emails 6.5.4.1 If a Virus is detected, the infected email will be sent to the virus

containment unit (VCU) where it will be quarantined, these e mails are known as Quarantined Emails.. If the Quarantined Email is destined for the Customer, then BT will take all reasonable steps to notify the sender, intended recipient and

the Customer, (within one hour of receipt), of the potential Virus. If the Quarantined Email is being sent from the Customer, then only the relevant Remote Access End User and the Customer will be notified. Quarantined Email will then be kept quarantined in the VCU for a period of 30 days.

6.5.5 BT MessageScan Anti-Porn (AP) Service 6.5.5.1 Where the Customer has selected BT MessageScan Anti-Porn

(AP) the following additional conditions shall apply. This Service is an internet-level email anti-Porn Service which is designed to detect pornographic images contained in image files. BT MessageScan AP can only be provided to Customers whose email is being Virus-scanned by the BT MessageScan Anti Virus service.

6.5.5.2 Initially BT MessageScan AP will be enabled for each of the

Customer’s domains. The Customer is responsible for setting the configuration options for each domain according to the Customer’s needs by using Insight, which is the password protected site that can also be used for requesting the release of Quarantined e mails and producing statistics on the Service. Options are available for specifying the level of detection sensitivity. Sensitivity can be set to high, medium or low.

6.5.5.3 If a Customer’s inbound or outbound email is suspected to

contain a pornographic image, one of a number of actions will be taken depending on the configuration options selected by the Customer. These options may be set independently for inbound and outbound email and should be set in line with the Customer’s existing Acceptable Computer Use Policy (or its equivalent). These options are:

(a) log suspected email (provides statistics viewable via InSight). (b) tag suspected email within the header (for inbound email only) (c) copy suspected email to a pre-defined email address. (d) redirect suspected email to a pre-defined email address (e) delete suspected email.

6.5.5.4 Reporting on the effectiveness of MessageScan AP is

provided through InSight where statistics are available on the numbers of inbound and outbound emails suspected of containing pornographic images..

6.5.5.5 No pornographic image detection software can guarantee a

100% detection rate and therefore BT can accept no liability for any damage or loss resulting directly or indirectly from any failure of the Service to detect a pornographic image or for wrongly identifying an image as suspected to be pornographic which proves subsequently not to be so. Furthermore the Customer agrees to indemnify BT for any damages (including reasonable costs) that may be awarded to any third party in respect of any claim or action arising out of delivery or non-delivery of any suspected pornographic or non-pornographic image.

6.5.5.6 It may not be possible to scan attachments with content which

is under the direct control of the sender (for example, password protected and/or encrypted attachments). BT MessageScan AP is not able to scan for pornographic images embedded in other documents.

6.5.5.7 BT emphasises that the configuration of BT MessageScan AP

is entirely in the control of the Customer, and is intended to be used solely to enable the Customer to enforce an existing, effectively implemented Acceptable Computer Use Policy (or its equivalent). BT cannot accept liability for any civil or criminal liability that may be incurred by the Customer as a result of the operation of BT MessageScan AP.

6.5.5.8 If the Customer releases or requests the release of a Virus-

infected email, the released email will not be scanned by BT MessageScan AP prior to release.




6.5.6 BT MessageScan Anti-Spam (AS) Service 6.5.6.1 Where the Customer has selected BT MessageScan Anti-

Spam (AS) the following additional conditions shall apply. This Service is an internet-level email Anti-Spam service which is designed to protect the Customer from unsolicited or unwanted email. BT MessageScan AS can only be provisioned to Customers whose email is also being Virus-scanned by the BT MessageScan Anti Virus service.

6.5.6.2 The Customer’s inbound email may be scanned using a

number of different detection methods to determine whether or not it is Spam. A private black-list may be compiled by the Customer, or a number of public blacklists may be used. A private white-list may be compiled by the Customer. If this detection method is selected and an incoming email is received from a white-listed domain, it will automatically bypass any other selected Spam detection methods.

6.5.6.3 Initially BT MessageScan AS will be enabled for each of the

Customer’s domains. The Customer is responsible for setting the configuration options for BT MessageScan AS for each domain according to the Customer’s needs by using Insight.

6.5.6.4 If an inbound email is suspected as being Spam, one of a

number of actions will be taken depending on the configuration options selected by the Customer These options, listed below in increasing severity, are selectable for each of the available detection methods:

(a) tag suspected email within the header. (b) redirect suspected email to a pre-defined e mail address. (c) delete suspected email.

6.5.6.5 Reporting on the effectiveness of BT MessageScan AS is

provided through InSight. 6.5.6.6 No anti-Spam software can guarantee a 100% detection rate,

and therefore BT can accept no liability for any damage or loss resulting directly or indirectly from any failure of the Service to detect Spam, or for wrongly identifying an e-mail suspected of being Spam and subsequently found not to be so. Furthermore, the Customer agrees to indemnify BT for any damages (including reasonable costs) that may be awarded to any third party in respect of any claim or action arising out of delivery or non-delivery of any item suspected as being Spam.

6.5.6.7 BT emphasises that the configuration of BT MessageScan AS

is entirely in the control of the Customer. BT recommends that the Customer has an Acceptable Computer Use Policy (or its equivalent) in place. BT can accept no liability for any civil or criminal liability that may be incurred by the Customer as a result of the operation of BT MessageScan AS.

6.5.7 BT MessageScan Service Limitations 6.5.7.1 The Service only scans email. It will not scan non-SMTP traffic

or other protocols. The Service will only scan email travelling to or from the designated Domain(s). If the Remote Access End Users use other web email services to access email, a Virus can still reach the Customer’s corporate network. The Service will not scan encrypted email.

6.5.7.2 The Service is not available to Customers who permit Open

Relay, which is a mail server which will accept and forward e mails regardless of whether the sender or recipient is a recognised Remote Access End User of the Service. Where the Customer, having entered into this contract, subsequently reconfigures its mail system to allow Open Relay then BT will advise the Customer that it has 24 hours to bar Open Relay. Where the Customer fails comply with BT’s notice BT may suspend the Service to the Customer for a period of 28 days.

During such suspension period the Customer will remain liable to BT for the charges for the Service. In the event that the Customer’s mail system still permits Open Relay after a period of 28 days then the Customer shall be considered in breach of the Contract for the purposes of paragraph 18 of the Conditions.

6.5.7.3 The Customer acknowledges and accepts that BT can use

only reasonable endeavours to detect any Viruses and that no anti-Virus, anti Spam or anti Porn programme can guarantee a 100% Virus detection rate. BT does not accept any responsibility whatsoever for any Viruses sent or received by the Customer.

6.5.7.4 The Customer acknowledges and accepts that BT can use

only reasonable endeavours to prevent any mail loss and that BT cannot ensure zero mail loss. BT does not accept any responsibility whatsoever for any mail loss.

6.5.7.5 BT will not under any circumstances store any item suspected

to contain pornographic images or suspected to be spam. 6.5.8 MessageScan Customer Responsibilities 6.5.8.1 The Customer will ensure that the Customer’s primary Domain

Name record is changed to make the VCC the lowest MX Record for the Customer’s nominated Domain(s). MX Record is an e mail exchange resource record which specifies the URL or IP address to which an email will be routed for a Domain Name.

6.5.8.2 For outbound emails from the Customer, the Customer will

configure its email server to direct Internet email through the VCC.

6.5.8.3 The Customer is responsible for any changes to the

Customer’s firewall needed to permit inbound email from the VCC. The Customer will need to set up two firewall rules, one for inbound and one for outbound, allowing simple mail transfer protocol (SMTP) traffic to and from the VCC.

6.5.8.4 The Customer will ensure that Customer’s email server does

not allow Open Relay. 6.5.8.5 The Customer acknowledges that all Quarantined Emails will

be deleted after 30 days. The Customer acknowledges and agrees that, should BT or Messagelabs be required to release a Quarantined Email to a Remote Access End User, such email will be released at the Customer’s risk, and neither BT or Messagelabs will have any responsibility or liability whatsoever for any damages, including without limitation, any loss, corruptions, or failures of any data systems, as a result, directly or indirectly, from acting in accordance with the Customer’s instructions. MessageLabs are BT’s supplier of network email anti-virus technology.

6.5.8.6 The Customer acknowledges that neither BT or MessageLabs

has any control or influence over the content of the emails processed by the Service. The Service does not attempt to disinfect any emails.

6.5.8.7 The Customer acknowledges that as part of this Service BT

is not responsible for providing any support, technical or otherwise, to the Customer’s Internet connection, LAN or associated equipment.

6.6 Intrusion Detection 6.6.1 BT will configure the Firewall so that all attempts at connection

to the Customer’s LAN from the Internet via the Firewall can be monitored and, in the event that the criteria for access to the Customer’s LAN set out in the applicable security policy are not met, an alarm will be raised. BT will analyse the cause of




the alarm and categorise the alarm according to its severity, as follows:

(a) Red: The security of the Customer’s LAN has been or is about

to be breached; and (b) Amber: Repeated attempts to breach the security of the

Customer’s LAN have been made but security has been maintained; and

(c) Green: An individual attempt to breach security of the

Customer’s LAN but security has been maintained.

6.6.2 In response to an alarm, BT will use reasonable endeavours to comply with any arrangements agreed with the Customer but will take such action as it thinks appropriate in the circumstances, which may include disconnecting the Firewall so as to isolate the Customer’s LAN and to prevent or limit unauthorised access. BT will use reasonable endeavours to notify the Customer as soon as reasonably practicable of the occurrence of any alarm and the remedial action taken (if any).

6.6.3 Monitoring of the Firewall will be carried out twenty-four hours

per day, seven days per week. 6.6.4 The Customer acknowledges that this Service element is

implemented using third party proprietary software which will offer only the functions described by the supplier of that software and cannot be guaranteed to operate without fault or interruption or, in particular, to intercept or disarm all viruses. BT will supply and operate a server(s) loaded with suitable software which will constitute BT Owned Equipment.

6.7 iBridge Application 6.7.1 This Service element allows the Customer to integrate their

existing desktop telephony with their Microsoft applications providing the Customer with a unified communications solution on their desktop computer. The Service element will provide the Customer with the ability to make calls within email headers and upgrade an instant messaging conversation to a voice conversation and to automatically update user status information whilst making a voice call.

6.7.2 The Service will be provided on a BT platform and will be

integrated into the Customers existing telephony infrastructure and Microsoft environment. The Service does not include any telephony upgrades which may be necessary for BT to provide the Service.

6.7.3 The Customer must have an existing Microsoft Live

Communications Server 2005 environment and the Microsoft Office Communicator client or Microsoft Office 2003 on each users desktop computer and an appropriate network infrastructure to support the Service.

6.8 VoIP SERVICES

Where the Customer selects an option of Multimedia VoIP or SME Multimedia VoIP as detailed in Section 6 of the Order Form, the following additional conditions shall apply: BT VoIP Network means the Class of Service enabled IP Clear or IP Converge network provided by BT. Management Information means the management information service which provides the Customer with statistical information including call type, length and cost of calls made by authorised users within their organisation. Voice over Internet Protocol (VoIP) means technology enabling voice services to be transported over suitable data IP networks.

6.8.1 General 6.8.1.1 The Customer is responsible for provision of any hardware,

other than IP telephony handsets that may be required for use with the Service, and that such hardware is compatible with the Service.

6.8.1.2 BT will provide the Customer with a range of multimedia

telephone numbers to be used with the Service. The Customer has no right to re-sell, lease or otherwise transfer rights in respect of any numbers provided by BT to the Customer in connection with the Service and must not attempt to do so.

6.8.1.3 The Customer may use their existing geographic telephone

numbers for a period of twelve months from the Operational Service Date, thereafter the Customer will be required to change to a set of BT provided multimedia range of telephone numbers. If the Customer wishes to retain their existing geographical telephone numbers for any period longer than twelve months from the Operational Service Date, then this will incur additional charges as advised by BT.

6.8.1.4 The Customer may, subject to the geographic number

portability policy, be able to use the allocated geographic telephone numbers should the Customer move to another Site within the UK.

6.8.1.5 The Customer must procure an access link, as part of the

Service, between the BT VoIP Network and the Network Terminating Point (which is the point where the access product terminates on the Customer’s Network).

6.8.1.6 The Customer can select from the following call charge

options: (a) on-net (VoIP user to VoIP user) calling where calls can be

made to other VoIP users on the Customer Network that is being managed by BT in accordance with this Contract; and/or

(b) off-net (from the Customer Network to the PSTN) calling where

voice calls to the PSTN are priced at a single flat rate for local and national calls. Users dialling a prefix to the number access the PSTN.

(c) extranet calling where calls are made over the BT VoIP

Network between Customer’s who have subscribed to the Multimedia VoIP or VoIP Port Service.

6.8.2 Mulitmedia VoIP and SME Multimedia VoIP 6.8.2.1 The Multimedia VoIP and SME Multimedia VoIP Service is a

managed network service delivered and administered within the BT VoIP Network that enables a Customer to consolidate their voice and data capabilities.

6.8.2.2 The Service offers the Customer the capability to make

inbound and outbound calls from an IP phone.

6.8.3 VoIP Port 6.8.3.1 This Service element provides the Customer who already has

a BT provided IP private branch exchange (PBX) infrastructure and/or legacy PBX systems with suitable VoIP gateways to create converged voice and data transport networks to transport on-net or off-net calls.

6.8.3.2 The Service offers the capability to make inbound and

outbound calls, and allows authorised users to make voice only calls to and from the PSTN or other on-net sites.

6.8.3.3 If the Customer wishes to connect a Customer VPN to the

Service, additional compatibility issues may apply and BT can provide details upon request.




6.8.4 VoIP Healthcheck 6.8.4.1 This Service element is available with the Multimedia VoIP /

SME Multimedia VoIP Service as detailed in paragraph 6.8.2 and will asses the suitability of the relevant service that has been selected in Section 6 of the Order Form.

6.8.4.2 The Customer must provide BT with details of the initial IP

configuration detail on the Customer’s router. This is the router attached to the access link which connects the Customer’s Network to the BT VoIP Network .

6.8.4.3 BT will carry out the VoIP Healthcheck in two stages. At the

first stage BT will conduct a remote check, without a Site visit, which will allow the Customer to assess the suitability of their existing infrastructure. The Customer will provide information as required by BT and the remote check will highlight any issues and provide indicative requirements for any upgrades to the Customer’s Network. The second stage is carried out via a Site visit whereby BT will provide a detailed assessment report recommending any upgrades to the Customer’s Network, as necessary.

6.8.4.4 The Customer’s WAN, LAN, or both as appropriate,

infrastructure must be capable of supporting the following requirements;

(a) end-to-end delay less than 60ms; and (b) packet loss less than 1%; and (c) packet delay variation of less than +/- 10ms (i.e. packet delay

within 10ms of the average).

6.8.4.5 The parameters detailed in paragraph 6.8.4.4 above are provided by BT as a guide only, however, exceeding such parameters may cause speech degradation for which BT will not be liable. In general, the LAN routers and switches will need to place prioritisation on packets marked as priority voice. The WAN will need to be able to transport this as priority voice.

6.8.4.6 If the Customer confirms that their WAN, LAN, or both as

appropriate, is quality of service assured then BT will not carry out the VoIP Healthcheck. However if this Service element is subsequently not acceptable to the Customer for voice quality issues, then BT may require that a VoIP Healthcheck is carried out at the Customer’s expense and to BT’s reasonable satisfaction.

6.8.5 VoIP Messaging 6.8.5.1 This Service element is available with the Multimedia VoIP /

SME Multimedia VoIP Service as detailed in paragraph 6.8.2, and is a centrex-type (meaning hosted service) messaging application which allows a Customer to take and receive voice messages that have been deposited in a mailbox by callers. The application provides a personal secure mailbox.

6.8.6 Management Information 6.8.6.1 This Service element provides a Management Information

capability for use with Multimedia VoIP / SME Multimedia VoIP and VoIP Port Service as detailed in paragraphs 6.8.2 & 6.8.3. The Customer may access reports via a BT Internet gateway which will allow authorised users access to the reports for local viewing.

6.8.6.2 There may only be one user of this Service element per Site,

plus two additional users per Customer within the Customer’s organisation who are authorised by the Customer to access the Management Information Service.

6.8.6.3 Management Information reports will be available within ten working days from receipt by BT of a request from the Customer, and authorised users will be able to view online or download a report from the Internet.

6.8.6.4 Processed data will be held live and available to the Customer

on the system for six months after which time the data will be archived.

6.8.6.5 BT will provide monthly reports for the previous calendar

month covering call analysis, highest cost numbers, frequently dialled numbers, operator response, extension summaries, detailed extension listings and most expensive extensions.

6.8.6.6 The Customer must provide configuration information as

requested by BT in order to enable the correct configuration by BT of the Customer’s call logging platform. The Customer is responsible for notifying BT of all inventory changes the Customer wishes to be reflected under this Service element and the Customer must notify BT of any changes to the information. Updates will be uploaded and incorporated in the scheduled monthly reports, up to ten Working Days from receipt and subsequent acceptance by BT.

6.8.6.7 Where it is necessary to re-process data due to changes in the

configuration which have not been communicated to BT, then such re-processing will incur additional charges as specified by BT.

6.8.6.8 The Customer can access archived data by sending a request

to the BT helpdesk, as advised by BT. Restored data will be accessible for one month. BT requires three working days notice for retrieval of archived data. Charges for accessing archived data are as specified by BT.

6.8.7 VoIP Customer Responsibilities 6.8.7.1 It is the Customers responsibility to ensure that all users are

correctly identified as either a static address (i.e. an office based person) or a mobile address. BT accepts no liability for users who have been incorrectly identified with a static address.

6.8.7.2 A mobile address will ensure that users with more than one

Site location within the Customer’s organisation are flagged as mobile during a 999 call, i.e. not guaranteed to be at a fixed address. The emergency operator will therefore ask the caller their location as part of the Service.

Part 7 RESILIENCE

Where the Customer selects an option from Resilience as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 7.1 General 7.1.1 Except as set out in paragraph 7.2.4 of this Service Schedule,

the Customer will ensure that any Line provided as part of a resilience option will not be used other than in circumstances in which the circuit primarily used to provide Service to the Site is faulty. The Customer will use any on line monitoring facility provided by BT solely for the purpose of monitoring the Service.

7.2 ISDN Dial Around 7.2.1 BT will provide an appropriate ISDN connection at each Site,

including any necessary ancillary circuit termination equipment.

7.2.2 BT will test the connection provided as part of the ISDN Dial

Around resilience option at least once a day using a non-intrusive method and shall take all appropriate steps to rectify any identified problems as soon as reasonably practicable.




7.2.3 Where ISDN Dial Around, Call Charges Exclusive has been selected, circuit rental and usage charges are levied separately in accordance with the provisions of paragraph 13 of the Conditions. If the Customer chooses this option, the restriction on use of the ISDN Dial Around circuits contained in paragraph 7.1.1 of this Service Schedule will not apply.

7.2.4 Where ISDN Dial Around - Call Charges Inclusive has been

selected, all usage charges in relation to the ISDN Dial Around circuits are covered in the rental charge. In this case, usage charges will not apply in cases where the ISDN circuits are used because the circuits primarily used to provide the Service are faulty. However, usage charges will be levied where such ISDN circuits are used other than for backup purposes.

7.3 ISDN Dial Back Up 7.3.1 BT will provide an ISDN Backup unit at the Site and at the

node of the BT Network. BT will also provide appropriate ISDN connections, except at Sites located outside the UK at which it shall be the Customer’s responsibility to arrange for the provision of the necessary circuits by the relevant local telecommunications service provider.

7.3.2 Where ISDN circuits are provided under this Contract as part

of the ISDN Dial Backup resilience option, usage charges will not apply in cases where the ISDN circuits are used because the primary circuits used to provide the Service are faulty. However, usage charges will be levied where such ISDN circuits are used other than for backup purposes.

7.4 Managed Express Recovery 7.4.1 This service element provides rapid provision or re-grading of

Cell and Cellframe PVCs from the Customer’s primary host to the Customers disaster recovery host Site in the event of a catastrophic failure of the host environment.

7.4.2 The managed Express Recovery Service is only available for

Cellstream PVCs and the Cell end of Cell-Frame PVCs. 7.4.3 A separate Express Recovery plan is required for each

scenario and each is priced separately. Where a test plan is required which uses a subset of the PVCs included in the main plan this is priced independently of the main plans.

7.4.4 An invocation charge is payable upon invocation of the plan,

however two tests per year are included within the Service pricing where the test is planned at least twenty-eight days in advance.

7.4.5 Up to 200 PVCs can be included in any one main plan. 7.4.6 Multiple plans per Customer are available. 7.4.7 Where multiple Customers request invocation of multiple plans

simultaneously, requests will normally be dealt with on first come, first served basis, however priority will always be given to Emergency services and health service customers.

7.4.8 BT will endeavour to complete invocation within four hours of

reporting the request to the helpdesk for a single plan. Multiple plans will be invoked on a pro-rata basis.

7.5 Managed Dynamic Recovery 7.5.1 This Service element will provide a service using shadow (or

Backup) PVCs between each of the branches to a dedicated Host Disaster Recovery Site.

7.5.2 The Managed Dynamic Recovery Service is only available for

CellStream PVCs, Cell-Frame PVCs. and FrameStream PVCs. 7.5.3 Routing algorithms implemented using standard dynamic

routing protocols (RIP, OSPF, IGRP, BGP etc) will direct all of the Customer’s traffic between each branch and the

Customer’s main host during normal operation. Under a failure scenario all PVCs will dynamically re-converge on to the Customers Disaster Recovery host router in the event of a major failure within the Customers main host environment.

7.5.4 The Customers host routers will be re-configured where

appropriate. 7.5.5 Checks will be performed to ensure that each of the

Customers branch sites have successfully been restored in the event of invocation.

7.5.6 The Customer may be required to physically power down the

main host in order to effect invocation in the event that the main host router remains unaffected by the disaster.

7.5.7 A maximum of two tests per year of the Service can be

performed (separate test plans will be charged separately). All tests must requested by the Customer.

7.5.8 Partial or Full testing can be carried out for this Service

element, however where a partial test is performed the scope of this test will be limited by the routing methodology.

7.5.9 The Customer may also request that BT effects manual

invocation.

Part 8 PROVISION OPTIONS

Where the Customer selects an option from Provision as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 8.1 General 8.1.1 For the purposes of this paragraph Part 8, work will be carried

out between the hours of 8am and 5pm on a Working Day. The Customer will pay BT an additional sum for any work that is carried out outside of these times.

8.1.2 This paragraph Part 8 is subject to the provisions of paragraph

3.2 & 3.3 of the Conditions to this Contract. 8.1.3 Acceptance of the Service by the Customer shall not be

deferred on account of any minor faults which do not materially effect the performance of the Service, although BT will take reasonable steps to correct any such faults as soon as practicable.

8.1.4 Other than as stated in paragraph 8.2 BT will contact the

Customer to arrange a suitable appointment to deliver the CPE to Site and carry out the installation.

8.1.5 The Customer will be provided with any relevant

documentation, cables, accessories and packaging for the CPE, as supplied by the manufacturer.

8.1.6 The Customer is responsible for providing all relevant patch

leads for connection to the Network. BT will not be responsible for the condition or compatibility of such leads.

8.1.7 The Customer is responsible for the disposal of all surplus

packaging. 8.1.8 BT reserves the right to apply reasonable additional charges

for any costs it incurs if delivery or installation of the Service is delayed by the Customer or if performance of BT’s obligations is made more complex or costly as a result of some act or omission on the part of the Customer, including but not limited to denying BT access to the Sites or failing to fulfil its obligations under this Contract. BT reserves the right to invoice the Customer for work carried out (including CPE ordered and/or delivered) prior to the occurrence of the




delaying event by the Customer, or the act or omission by the Customer.

8.1.9 Where the Customer has chosen to procure a Line(s) as part

of this Contract, the Customer will provide BT with full instructions on where the Line(s) is required to be installed within the Customer’s Site. In the event that incorrect or no instructions are given, BT shall not be liable to the Customer if the Line(s) is installed in the wrong location. BT will try to comply with all the instructions provided, although there may be occasions where it is impractical to do so and BT will suggest another location for installation of the Line(s). If additional work is required to relocate the Line(s) BT reserves the right to raise additional charges for such work.

8.2 Post Out 8.2.1 BT will arrange for the CPE to be delivered to Site. The CPE

will be supplied with the manufacturers’ standard software configuration.

8.2.2 BT is not responsible for performing any work on Site for the

Customer. 8.2.3 The Customer is responsible for receiving and checking all

items in the delivery. 8.2.4 The Customer is responsible for arranging the installation and

commissioning of the CPE (including any alteration to the software configuration which the Customer may require) in accordance with the manufacturers specifications for the connection of the CPE to the Customer’s WAN or LAN or both, as appropriate, and to carry out any associated integration or testing work that may be required.

8.2.5 Acceptance of the CPE by the Customer will be deemed to

have taken place on delivery of the CPE to the Site. 8.3 Install 8.3.1 BT will arrange for the CPE to be delivered to Site. Subject to

any Site constraints, BT will unpack, and install the CPE at Site. BT will connect the CPE to the power supply and ensure that the CPE powers up correctly

8.3.2 The CPE will be supplied with the manufacturers standard

software configuration. 8.3.3 BT is not responsible for any work associated with connection

of the CPE to, or testing on, any form of network. 8.3.4 The Customer is responsible for configuration of the CPE, in

accordance with the manufacturers instructions and requirements, to enable connection to the Customer’s WAN or LAN or both, as appropriate, and to carry out any associated integration and testing work which maybe necessary.


have taken place on successful on completion of the provisions set out in paragraph 8.3.1 above.

8.4 Install and Load a Customer Provided Configuration 8.4.1 BT will arrange for the CPE to be delivered to Site. Subject to

any Site constraints, BT will unpack and install the CPE at Site. BT will connect the CPE to the power supply and ensure that the CPE powers up correctly.


software configuration. 8.4.3 The Customer is responsible for providing a configuration for

the CPE, that is in accordance with the manufacturers instructions and requirements, to enable connection to the Customer’s WAN or LAN or both as appropriate. The

configuration must be made available to the BT engineer by the Customer as a text file or as per the manufacturers instructions as a CD ROM at the time of installation. Any other medium i.e. floppy disk would need prior approval from BT.

8.4.4 BT will load such configuration onto the CPE. 8.4.5 BT is not responsible for any work associated with connection

of the CPE to, or testing on, any form of network. 8.4.6 Acceptance of the CPE by the Customer will be deemed to

have taken place on successful completion of the provisions set out in paragraph 8.4.1 above, and successful loading of the Customer provided configuration.

8.5 Install and Load a BT Provided Configuration 8.5.1 BT will arrange for the CPE to be delivered to Site. Subject to

any Site constraints, BT will unpack and install the CPE at Site. BT will connect the CPE to the power supply and ensure that the CPE powers up correctly.


software configuration. 8.5.3 BT will prepare a configuration based on the Customers

specified requirements. Any subsequent request by the Customer for additional work outside the scope of the original configuration request will incur additional charges.

8.5.4 The Customer is responsible for making all configuration

details available to BT at the time that BT requires such information in order that BT can provide an operational configuration. The configuration requirements will be submitted to BT by the Customer in the form of a completed Customer requirement document.

8.5.5 BT will load the BT provided configuration onto the CPE. 8.5.6 BT is not responsible for any work or testing on any form of

network, other than to demonstrate that the configuration is working correctly.


have taken place on successful completion of the provisions set out in paragraph 8.5.1 above, and successful loading of the BT provided configuration.

8.6 Project Managed Install with BT Project Co-ordinator 8.6.1 BT will appoint a project co-ordinator who will be an office

based representative of BT who will co-ordinate implementation of the Service and act as a single point of contact for the Customer in all matters relating to the project. This service does not include Customer meetings.

8.6.2 BT will prepare a Customer specific technical design

specification for the required Service. Any subsequent request by the Customer for additional work outside the scope of the original technical design specification will incur additional charges.

8.6.3 The project co-ordinator will agree with the Customer a roll out

plan detailing delivery of the particular type of Service at each Site, as appropriate, in accordance with this Contract.

8.6.4 The project co-ordinator will co-ordinate the delivery of any

Line(s) together with any CPE required for the Service. 8.6.5 BT will arrange for the provision of any Line(s), if appropriate,

together with such appropriate ancillary circuit termination equipment as may be required, which will constitute as BT Owned Equipment if such option has been selected in Section 6 of the Order Form.




8.6.6 BT will arrange for the CPE to be delivered to Site. Subject to any Site constraints, BT will unpack, and install the CPE at Site. BT will connect the CPE to the power supply and ensure that the CPE powers up correctly.

8.6.7 Where the Customer has selected Remote Access, where

appropriate, BT will distribute SecurID Tokens to the Customer’s Remote Access End Users.

8.6.8 Where the Customer has selected Firewalls, unless otherwise

agreed, BT will configure the software so as to implement a standard security policy, and a standard configuration will be applied under which SMTP / MIME, FTP and HTTP protocols are enabled.

8.6.9 Where the Service includes Call Management Reporting, the

Customer is responsible for the following: (a) provision of the cable from the PABX to the net buffer / modem

router; and (b) provision of the PSTN line, where appropriate 8.6.10 BT will configure the Line(s) and/or CPE, as appropriate, so

that traffic can be transmitted across the Customer’s Network as agreed in the technical design specification detailed under paragraph 8.6.2 above. Where the CPE is to be connected to LAN cabling installed by BT under this Contract, with the exception of paragraph 8.6.9 above, BT will provide any necessary patching and interconnect cabling which may be required but where the CPE provided in accordance with this Contract is to be connected to a LAN infrastructure supplied by a third party or previously supplied by BT under separate arrangements, it shall be the Customer’s responsibility to provide any necessary patching and interconnect cabling.

8.6.11 The Customer is responsible for providing any configuration

details, requested by BT in accordance with paragraph 2.5.1 of this Service Schedule.

8.6.12 BT will carry out a standard set of tests to ensure that the

configuration is working correctly. On successful completion of such tests, acceptance by the Customer of the particular type of Service at the Site in question, shall be deemed to have taken place.

8.6.13 The project co-ordinator will provide the Customer with a

detailed customer hand book containing information relating to the Service provided, and relevant contact points within BT.

8.7 Project Managed Install with BT Project Manager 8.7.1 BT will appoint a named project manager who will be fully

trained and professionally qualified to manage the implementation of the Service and act as a single point of contact for the Customer in all matters relating to the project. The project manager will be available to meet the Customer to agree the implementation plan and conduct project review meetings as appropriate.

8.7.2 This option is only available in the UK. If the Customer

requires the project manager to travel outside the UK, the Customer will be charged for reasonable travel and accommodation expenses.

8.7.3 BT will prepare a Customer specific technical design

specification for the required Service. Any subsequent request by the Customer for additional work outside of the original technical design specification will incur additional charges.

8.7.4 The project manager will agree with the Customer a roll out

plan detailing delivery of the particular type of Service at each Site, as appropriate, in accordance with this Contract.

8.7.5 The project manager will manage the delivery of any Line(s) together with any CPE required for the Service.

8.7.6 BT will arrange for the provision of any Line(s), if appropriate,

together with such appropriate ancillary circuit termination equipment as may be required, which will constitute as BT Owned Equipment if such option has been selected in Section 6 of the Order Form.

8.7.7 BT will arrange for the CPE to be delivered to Site. Subject to

any Site constraints, BT will unpack, and install the CPE at Site. BT will connect the CPE to the power supply and ensure that the CPE powers up correctly.

8.7.8 Where the Customer has selected Remote Access, where

appropriate, BT will distribute SecurID Tokens to the Customer’s Remote Access End Users.

8.7.9 Where the Customer has selected Firewalls, unless otherwise

agreed, BT will configure the software so as to implement a standard security policy, and a standard configuration will be applied under which SMTP / MIME, FTP and HTTP protocols are enabled.

8.7.10 Where the Service includes Call Management Reporting, the

Customer is responsible for the following: (a) provision of the cable from the PABX to the net buffer / modem

router; and (b) provision of the PSTN line, where appropriate 8.7.11 BT will configure the Line(s) and/or CPE, as appropriate, so

that traffic can be transmitted across the Customer’s Network as agreed in the technical design specification detailed under paragraph 8.7.3 above. Where the CPE is to be connected to LAN cabling installed by BT under this Contract, with the exception of paragraph 8.7.10 above, BT will provide any necessary patching and interconnect cabling which may be required but where the CPE provided in accordance with this Contract is to be connected to a LAN infrastructure supplied by a third party or previously supplied by BT under separate arrangements, it shall be the Customer’s responsibility to provide any necessary patching and interconnect cabling.

8.7.12 The Customer is responsible for providing any configuration

details, requested by BT in accordance with paragraph 2.5.1 of this Service Schedule.

8.7.13 BT will carry out a standard set of tests to ensure that the

configuration is working correctly. On successful completion of such tests, acceptance by the Customer of the particular type of Service at the Site in question, shall be deemed to have taken place.

8.7.14 The project manager will provide the Customer with a detailed

customer hand book containing information relating to the Service provided, and relevant contact points within BT.

8.8 LAN Integration Service 8.8.1 For each Site, the Customer must choose the LAN Integration

Service provision option in any of the following cases: (a) Where BT is to provide a new LAN infrastructure to replace an

existing one which will remain in use during implementation of the new Service to provide continuity of Service; and

(b) Where BT is to provide additions to an existing LAN

infrastructure. 8.8.2 Delivery of the Service is dependent on a complete and up to

date description of the existing LAN infrastructure being made available by the Customer to BT. If the Customer cannot




provide the necessary information, it is mandatory that BT completes a Network Survey and Documentation exercise or a Cable Health Check or both (as specified by BT), in accordance the provisions of Part 16 of this Service Schedule.

8.8.3 Following completion of the necessary investigations, BT will

prepare a migration strategy and a migration plan setting out the arrangements for the implementation of the strategy. BT will also appoint a project manager who will co-ordinate implementation of the Service in accordance with the agreed arrangements and who will act as a single point of contact for the Customer for all matters in relation thereto.

8.8.4 Where a new infrastructure (whether in whole or in part) is to

be provided, BT will, subject to compliance by the Customer with the provisions of paragraph 3.2 & 3.3 of the Conditions, arrange for the provision of a Line if this option has been selected and arrange for the CPE to be delivered to the Site, unpacked, installed and connected to the Customer’s WAN or LAN or both, as appropriate. BT will then configure it so that traffic can be transmitted across the Customer’s Network. Where the CPE is to be connected to LAN cabling installed by BT under this Contract, BT will provide any necessary patching and interconnect cabling which may be required but where the CPE provided in accordance with this Contract is to be connected to a LAN infrastructure supplied by a third party or previously supplied by BT under separate arrangements, it shall be the Customer’s responsibility to provide any necessary patching and interconnect cabling. Where appropriate, BT will move patch cords so that terminal devices formerly attached to the existing LAN are connected to the new infrastructure.

8.8.5 In either case, BT will then carry out a set of standard tests to

ensure that the configuration is functioning correctly. On successful completion of the tests, acceptance of the Service by the Customer shall be deemed to have taken place and BT shall provide the Customer with any necessary build information or design and configuration details in a report.

8.8.6 Taking over the maintenance and management of an existing

LAN infrastructure applies only to Lines and the equipment elements; existing cabling will remain the Customer’s responsibility. Supply of a partial LAN infrastructure is dependent on BT taking over the maintenance of the existing CPE infrastructure. Taking over the maintenance and management of existing infrastructure is subject to the equipment and cabling being in good operating condition and at the appropriate operating level. BT therefore reserves the right to carry out any necessary inspection and testing, and to effect, at the Customer’s expense, any repairs, modifications or adjustments which BT considers to be necessary.

Part 9 MAINTENANCE OPTIONS

Where the Customer selects an option from CPE Maintenance or Broadband Maintenance, as appropriate and as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 9.1 General 9.1.1 The maintenance Service comprises routine maintenance

which may be provided by BT on CPE, combined with a fault repair Service for all CPE and CPE that has passed a maintenance acceptance test. The option selected by the Customer will be set out in Section 6 of the Order Form.

9.1.2 BT will provide maintenance cover on CPE and circuits

depending on the level of CPE Maintenance that the Customer has selected as specified in Section 6 of the Order Form.

9.1.3 BT will respond to all faults in accordance with this paragraph:

(a) To enable the Customer’s faults to be logged accurately, the Customer, when reporting a fault, will provide all information reasonably required by BT in connection with the fault, such as the Site location, CPE serial number, reconfiguration details and where appropriate the circuit number. BT will then give a fault reference number to the Customer. All communication in respect of a reported fault must be made with the BT Customer Service Centre quoting the reference number; and

(b) If BT identifies a fault as being due to unauthorised activity or

access to the Customer’s Network, BT's only obligation will be to attempt to restore Service by installing the last archived configuration available, where applicable. Any further maintenance activity required as a result of unauthorised activity or access to the Customer’s Network will be subject to agreement and BT reserves the right to raise additional charges for such work; and

(c) Where a fault occurs in CPE or a Line installed at a Site

outside the UK, repair will be carried out in accordance with the maintenance conditions of the relevant local maintainer or telecommunications service provider. However, BT will liase with such third parties and endeavour to ensure that the Service is restored as soon as reasonably practicable; and

(d) Faults in any LAN cabling provided by BT under this Contract

will be remedied within a reasonable period of time, subject to the terms of the guarantee set out in paragraph 4.2 of this Service Schedule; and

(e) Faults in hardware will be corrected by repair or, at BT’s

option, replacement of the affected item either in whole or in part. Except in the case of BT Owned Equipment which at all times remains the property of BT, replacement items of equipment will become the property of the Customer (subject always to the provisions of Part 5 of this Service Schedule and to any rights of the Company in respect of Supplied Equipment) and replaced items will become BT’s property. Expended consumable items will be replaced but BT may make an additional charge for this; and

(f) If a fault in the Service is reported by the Customer and BT

does work to correct it but finds there is none or finds it has been caused by some act or omission on the part of the Customer or if BT agrees to attend a Site outside the Working Hours, BT may charge the Customer for the work; and

(g) Except in cases of faults with IP telephony handsets and

subject to paragraphs 9.1.3(c) and (d) of this Service Schedule, when the fault has been cleared, the BT Customer Service Centre will, unless otherwise agreed, immediately contact the Customer Contact Point to notify that the Service has been restored. The Customer will confirm within twenty minutes of a request by BT to do so whether or not the fault has been cleared. If the Customer does not contact BT within the stated period, the fault shall be deemed to have been cleared; and

(h) IP telephony handsets must be returned for repair to the

address advised by BT and any replacements will be sent by post to the Customer Contact Point for connection by the Customer. Following BT’s notification to the Customer that a replacement IP Telephony Handset is, at BT’s discretion deemed necessary, then a replacement will be sent by post the next Working Day. If BT’s notification is made after 2pm then the replacement will be sent by post within two Working Days. Otherwise, faults in hardware will be corrected by repair or, at BT’s option, replacement of the affected item either in whole or in part. Except in the case of BT Owned Equipment which will at all times remain the property of BT, the new replacement items of equipment will become the property of the Customer (subject to compliance by the Customer with the provisions of this Contract covering transfer of title in CPE and




to any rights of the Company in respect of Supplied Equipment) and the old replaced items will become BT’s property.

9.1.4 Where this Contract relates solely to the maintenance or

supply and maintenance of BT Provided Equipment, or maintenance of CPE which is not provided by BT as part of this Service, then the maintenance service will cover the following;

(a) Faults resulting from normal wear and tear; and

(b) Faults or work resulting from other causes or circumstances,

but an additional charge will be payable. Such other causes or circumstances include:

i) Misuse; incorrect environmental conditions including

incorrect temperature and humidity levels; faulty manufacture or design; mains electrical surges or failures; and

ii) Lightning damage; electromagnetic interference; any other accidental or deliberate damage; and

iii) Correction of defects following the removal or connection of CPE other than by BT; and

iv) Connection by the Customer of other equipment to the CPE; and

v) BT being denied access to the CPE.

(c) The Service does not cover:

i) Loss of Customer generated software programmes; and ii) Work at the Customer’s request outside of BT’s Working

Hours; and iii) Repair, replacement or re-routing of any Customer wiring

or cabling or provision of additional wiring and cabling; and iv) Faults reported by the Customer which are not covered by

this Contract.

(d) If at any time (including during the Minimum Period) BT is unable to obtain support from its suppliers to enable it to provide the Service or any part of the Service, BT may, on giving as much prior notice as is reasonably possible to the Customer, terminate either its obligation to provide Service in respect of the CPE specified in the notice or where applicable, this Contract.

9.1.5 Where this Contract relates solely to the maintenance or

supply and maintenance of BT Provided Equipment, or maintenance of CPE which is not provided by BT as part of this Service, then the Customer agrees:

(a) To care for and use the CPE in accordance with any BT and

manufacturer’s instructions and to use it only for a purpose for which it was designed; and

(b) Not to repair, adjust, or modify the CPE without BT’s written

consent. However, the Customer may make configuration changes in accordance with and within the limits specified in the supplier’s documentation and within the terms of the appropriate approval under Section 22 of the Telecommunications Act 1984. The Customer must notify BT of any such changes; and

(c) To co-operate in diagnosing faults by carrying out diagnostic

and test routines requested by BT or included in the manufacturer’s instructions, and allowing BT to carry out remote diagnostic tests where appropriate.

9.2 Routine Maintenance on CPE 9.2.1 BT will carry out routine inspection or testing (or both) of CPE

operating between 8am and 5pm per day, Mondays to Fridays excluding national, public or bank holidays, in accordance with BT’s normal practices. Inspection or testing may be carried out

remotely, or by visiting the Site as appropriate. Any faults revealed by inspection or testing will be corrected by repair or (at BT’s option) by replacement in whole or part. Expended consumable items will be replaced and a charge made for the new items (consumable items include, but are not limited to, batteries).

9.3 Standard Care on CPE 9.3.1 BT will provide a UK fault repair service operating between

8am and 5pm per day on a Working Day, under which BT will aim to respond to a fault report received before 5pm on a Working Day or by the end of the next Working Day. Any work that is carried out outside of these hours at the Customer’s request will attract an additional charge.

9.3.2 Standard Care may not be available in all geographical

locations. 9.4 Prompt Care on CPE 9.4.1 BT will provide a UK fault repair service operating between

8am and 5pm per day from Monday to Saturday, under which BT will aim to respond to a fault report within four hours of its receipt and, if the fault is not cleared within the four hour period, will advise the Customer of the progress being made towards resolving it. Any work that is carried out outside of these hours at the Customer’s request will attract an additional charge.

9.4.2 Prompt Care may not be available in all geographical

locations. 9.5 Total Care on CPE 9.5.1 BT will provide a UK fault repair service operating twenty four

hours per day, seven days per week, including national, public or bank holidays, under which BT will aim to respond to a fault report within four hours of its receipt and, if the fault is not cleared within the four hour period, will advise the Customer of the progress being made towards resolving it.

9.5.2 Total Care may not be available in all geographical locations. 9.6 Hardware Fix 24x7x4 on CPE 9.6.1 BT will provide a UK hardware fault repair service for CPE

within a LAN or WAN network operating twenty four hours per day, seven days per week, including national, public or bank holidays, under which BT will aim to repair a fault within four hours of its receipt. If a complete chassis requires changing then BT will aim to repair the fault within six working hours. If the fault is not cleared within this period then BT will advise the Customer of the progress being made towards resolving it.

9.6.2 Hardware Fix 24x7x4 may not be available in all geographical

locations. 9.7 Hardware Fix 8x5x4 on CPE 9.7.1 BT will provide a UK hardware fault repair service for CPE

within a LAN or WAN network operating between 9am and 5pm on a Working Day, under which BT will aim to repair a fault within four hours of its receipt. If a complete chassis requires changing then BT will aim to repair the fault within six working hours. If the fault is not cleared within this time then BT will advise the Customer of the progress being made towards resolving it. Any work that is carried out outside of these hours at the Customers request will attract an additional charge.

9.7.2 Hardware Fix 8x5x4 may not be available in all geographical

locations.

9.8 International Maintenance Option 1 on CPE 9.8.1 BT will provide an international fault repair service operating

during the local working hours in the country or region where a Site is located, eight hours per day, Mondays to Fridays, under




which BT will aim to respond to a fault within four hours of its receipt and if the fault is not cleared within the five hour period, will advise the Customer of the progress being made towards resolving it.


during the local working hours in the country or region where a Site is located, either hours per day, seven days per week, under which BT will aim to respond to a fault within four hours of its receipt and if the fault is not cleared within the five hour period, will advise the Customer of the progress being made towards resolving it.


twenty four hours per day, seven days per week, under which BT will aim to respond to a fault within four hours of its receipt and if the fault is not cleared within the five hour period, will advise the Customer of the progress being made towards resolving it.


local during local working hours in the country or region where a Site is located, either hours per day, Mondays to Fridays, under which BT will aim to respond to a fault within two hours of its receipt and if the fault is not cleared within the three hour period, will advise the Customer of the progress being made towards resolving it.


during local working hours, eight hours per day, seven days per week, under which BT will aim to respond to a fault within two hours of its receipt and if the fault is not cleared within the three hour period, will advise the Customer of the progress being made towards resolving it.


twenty four hours per day, seven days per week, under which BT will aim to respond to a fault within two hours of its receipt and if the fault is not cleared within the three hour period, will advise the Customer of the progress being made towards resolving it.

9.14 Broadband Enhanced Care on Lines 9.14.1 BT will provide a fault repair service operating twenty-four

hours per day, seven days per week including all national, public or bank holidays. BT will aim to clear the fault within twenty-four hours of receipt.

9.15 Broadband Standard Care on Lines 9.15.1 BT will provide a fault repair service operating between 8am

and 5pm per day, Mondays to Fridays excluding all national, public and bank holidays. BT will aim to clear the fault within forty hours of receipt.

Part 10 REACTIVE FAULT MANAGEMENT OPTIONS

Where the Customer selects an option from Reactive Fault Management as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 10.1 Rapid Diagnostics Service 10.1.1 BT will provide the Customer with a single point of contact

helpdesk to which the Customer will report all faults. The Customer Contact Point will contact the helpdesk via the telephone number notified to the Customer by BT. The

Customer acknowledges that, prior to reporting a fault to BT, it will carry out an initial diagnosis to ensure that only faults in the Service are reported to BT.

10.1.2 The helpdesk will aim to answer all telephone calls in less than

fifteen seconds and provides service twenty-four hours per day, seven days per week including all national, public and bank holidays, across all of the elements that make up the Service.

10.1.3 BT engineers will interrogate the Service remotely using the

management links to determine which element(s) of the Service is causing the problem(s) reported by the Customer and diagnose precisely the root cause(s) of this problem. Where possible the problem will be rectified remotely. Where it is not possible to fix the problem remotely a field visit will be scheduled in line with the Customer’s CPE Maintenance level as detailed in Section 6 of the Order Form and Part 9 of this Service Schedule.

10.1.4 The helpdesk will take full ownership and manage the fault end

to end and where appropriate escalating problems to senior managers and technical experts those faults that prove difficult to resolve or are unlikely to be resolved within target timescales.

10.1.5 BT will aim to respond to Customers to all faults within fifteen

minutes. 10.1.6 BT will aim to repair faults within fours hours of the fault being

logged except where the repair requires a field visit. Field Visit repair times are dependent upon the Customer’s CPE Maintenance level as detailed in Section 6 of the Order Form and Part 9 of this Service Schedule.

10.1.7 BT will raise time-related charges for faults caused by errors in

CPE configuration managed by the Customer. 10.1.8 Customers can report, track and provide updates to the BT

helpdesk by telephone or online via the BT Service Portal as detailed in paragraph 2.2 of this Service Schedule. Fault histories can also be viewed online via the Service Portal.

10.1.9 BT will keep the Customer informed throughout the resolution

of a problem at regular intervals agreed with the Customer at the time of reporting the fault (minimum interval one hour). Updates to the Customer can also be provided by telephone, email or online via the Service Portal.

10.1.10 BT will inform Customers of vulnerabilities in products supplied

as part of the Service where vendors issue warnings pertaining to vulnerabilities in their products. Customers will be informed of BT’s policy and what action is recommended to address these vulnerabilities. BT accepts no responsibility for any impact on Customers Service or loses incurred as a result of such vulnerabilities.

10.2 Remote access End User Helpdesk 10.2.1 BT will provide a first line support helpdesk in addition to the

Rapid Diagnostics Service. 10.2.2 The helpdesk will accept calls from Remote Access End Users

of the Service and provide assistance in the use of the Service to them directly.

10.2.3 The Customer may call the helpdesk in line with the option selected in Section 6 of the Order Form for operational hours of opening.

Part 11 PROACTIVE FAULT MANAGEMENT OPTIONS

Where the Customer selects an option from Proactive Fault Management as detailed in Section 6 of the Order Form, the following additional conditions shall apply:




11.1 General 11.1.1 In addition to responding to fault reports made by the

Customer as described in Part 10 of this Service Schedule, BT will provide the Service elements described in this Part 11.

11.1.2 In the event that BT identifies a fault in the Service, it will

ensure that the fault is logged on the relevant fault management system and allocated a reference number. Where appropriate, BT will notify the Customer Contact Point of the status. Any faults discovered and logged in this way will then be handled in accordance with the procedure set out in Part 10 of this Service Schedule.

11.2 Proactive Fault Management 11.2.1 This Service element enables BT to detect potential problems

before they become Service affecting and to take proactive steps to resolve the problem without affecting the Service.

11.2.2 BT will monitor the status of CPE for basic operational signs to check that they are functioning correctly and collect additional alarm information enabling BT to determine whether the equipment is running with reduced functionality or reduced capacity. BT will also monitor performance indicators such as central processor unit, backplane utilisation, port utilisation and protocol errors of infrastructure ports.

11.2.3 This Service element will be provided by means of a single

management link between the Site nominated by the Customer as its host Site and a BT remote management centre. The type and size of the remote link required will be dependent upon the elements of the solution.

11.2.4 The method of monitoring will vary according to the type of

CPE that is being monitored. 11.2.5 Polling of LAN CPE which is connected as a stack may be

limited to polling of the stack and not the individual elements of LAN CPE which form the stack.

11.2.6 If a Service affecting fault is found then BT will carry out

remote diagnosis. BT will log the fault in its fault management system and corrective action will be taken to attempt to resolve the fault.

11.2.7 Within one hour of detecting a fault, the Customer will

be contacted and informed of what action has been taken and whether any further action is required.

11.2.8 The management of opening/closing of individual LAN ports is

not included with this Service element. 11.2.9 Where the Service includes Firewall equipment, BT will devise

and implement any management IP addresses which may be required on the router through which the Firewall is connected to the management circuit.

11.2.10 If a BT engineer is required to attend a Site then this will be

provided in accordance with the applicable CPE Maintenance option that the Customer has selected as described in Part 9 of this Service Schedule.

11.3 Proactive Alarm Monitoring 11.3.1 This Service element enables BT to detect potential problems

before they become Service affecting and to take proactive steps to resolve the problem without affecting the Service, through a remote link from a BT network management centre to the Customers network. The type and size of the remote link required will be dependent upon the elements of the solution.

11.3.2 BT will monitor the status of CPE for basic operational signs to check that they are functioning correctly. BT will also collect additional alarm information enabling BT to determine whether the equipment is running with reduced functionality or reduced capacity.

11.3.3 The method of monitoring will vary according to the type of

CPE that is being monitored. 11.3.4 If a BT engineer is required to attend a Site then this will be

provided in accordance with the applicable CPE Maintenance option that the Customer has selected as described in Part 9 of this Service Schedule.

11.3.5 Where applicable and at BT’s discretion, the Customer may be

contacted by BT to discuss a fault detected via alarm monitoring.

11.3.6 Polling of LAN CPE which is connected as a stack may be

limited to polling of the stack and not the individual elements of LAN CPE which form the stack.

11.3.7 For IP Converge, Proactive Alarm Monitoring 15 min poll is

provided as a standard feature of the Service. This excludes ISDN and ADSL connections.

11.4 Critical Port Monitoring 11.4.1 This Service element enables BT to proactively monitor critical

ports to show they are operating correctly. BT will monitor the critical ports continuously for status and performance information at five minute intervals.

11.4.2 The critical ports to be monitored will be specified by the

Customer and must be active twenty four hours per day seven days per week, but provision of this Service element is subject to verification by BT that it is technically feasible to monitor the critical ports that have been specified by the Customer.

11.4.3 Within one hour of detecting a Service affecting fault, the

Customer will be informed and told of what action has been taken and whether any further action is required.

11.4.4 The management of opening/closing of individual LAN ports is

not included in this Service element.

Part 12 CONFIGURATION MANAGEMENT OPTIONS

Where the Customer selects an option from Configuration Management as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 12.1 General 12.1.1 All facilities covered by the Configuration Management Service

will be provided by means of a fixed management link between the Site nominated by the Customer as its host Site and a remote management centre.

12.1.2 Delivery of the Configuration Management Service is

dependent on a complete and up to date inventory of CPE to be covered by the Service being made available to BT by the Customer. For the WAN or LAN, if the Customer does not already have such an inventory, BT can prepare one as part of the Professional Services in accordance with Part 16 of this Service Schedule. For IP Telephony it is the Customers responsibility to provide the inventory.

12.1.3 Where the Service to be provided under this Contract includes

the provision of a new Customer Network, Configuration Change Management is only available to Customers who have selected the Project Managed Install provision option. Where BT is taking over management of an existing Customer Network or where the Customer’s subscription to the Configuration Change Management service option does not




begin on commencement of this Contract, provision of the Configuration Change Management service will be subject to a Configuration Acceptance Review which will allow BT to assess whether existing configurations can be managed by BT. Where this is not the case, BT shall be entitled to carry out any adjustments to the configurations which BT considers to be necessary before the commencement of the Configuration Change Management service. The Customer will pay BT’s charges for the Configuration Acceptance Review and any subsequent adjustment work.

12.1.4 The Service is only provided in relation to the current version

of software supported by BT at the current feature set. 12.2 Change Management 12.2.1 BT will, at the Customer’s request, carry out routine

configuration changes to any router covered by the Service, provided that the total number of changes made in each year, starting on the Operational Service Date or any anniversary thereof, does not exceed a sum equivalent to five changes per router per year. In carrying out the routine configuration changes, BT will ensure that any proposed reconfigurations will not adversely affect the operation of the Service.

12.2.2 A Supplementary Change Management option is available

under which Customers may opt for additional changes during the period of this Contract at an additional charge.

12.3 Change Management Lite 12.3.1 BT will, at the Customer’s request, carry out routine

configuration changes to any router covered by the Service, provided that the total number of changes made in each year, starting on the Operational Service Date or any anniversary thereof, does not exceed a sum equivalent to one change per router per year. In carrying out the routine configuration changes, BT will ensure that any proposed reconfigurations will not adversely affect the operation of the Service.


under which Customers may opt for additional changes during the period of this Contract at an additional charge.

12.4 Archive & Restore 12.4.1 BT will archive configuration files and carry out configuration

restoration in the event of a network failure. In addition, the Customer may request the restoration of configuration files for any other reason provided that the total number of restorations made in each year, starting on the Operational Service Date or any anniversary thereof, does not exceed a sum equivalent to three restorations per router per year, unless the Customer has also chosen the Configuration Management Change Management service option described in paragraph 12.2 of this Service Schedule, in which case no limit will apply. Archive files will be prepared on a weekly basis and the last three configurations for each router will be stored.

12.5 Software Upgrade 12.5.1 BT will inform the Customer when it believes that software

upgrades are operationally necessary. Alternatively, the Customer may request that an upgrade be carried out in order to be able to take advantage of new features released by manufacturers of WAN / LAN CPE hardware or software; such upgrades will be subject to agreement by BT. In either case, the parties will agree a mutually convenient time at which the upgrade can be carried out.

12.5.2 The Software Upgrade Service is only provided in relation to

the current version of software supported by BT at the current feature set, for WAN / LAN CPE equipment at the appropriate operating level.

12.6 Archive LAN Software 12.6.1 BT will archive configuration files and carry out configuration

restoration in the event of a Service failure. Archive files will be prepared on a weekly basis and the last three configurations for each LAN covered by this Service option will be stored.

12.7 Database Management 12.7.1 BT will carry out User account management and maintenance.

This entails initial registration, activation, deactivation and termination of User accounts; generation, modification and reset of user IDs and PIN codes; and, where appropriate, the keeping of up to date records relating to such activities.

12.7.2 The Customer must immediately inform BT in accordance with

BT’s instructions of any changes to the information contained in the CSV file supplied by the Customer in accordance with paragraph 6.2.4 of the Service Schedule or any subsequent amendment to that information.

12.8 Converged IP Application Assurance 12.8.1 Upgrades may be requested by the Customer at any time. BT

will evaluate all such requests but will only implement those changes which it believes will be of operational benefit. Charges will be calculated at the daily rate applicable at the time the work is carried out and payable on completion of the work or as otherwise specified by BT, together with any amounts claimed by BT in respect of expenses incurred. Any hardware or software costs incurred will also be passed onto the Customer. The parties will agree a mutually convenient time at which the upgrade can be carried out.

12.9 Converged IP Application On Site Archive & Restoration 12.9.1 BT will archive configuration files and carry out configuration

restoration in the event of a network failure. Files will be archived to a NAS (Network Attached Storage) device located within the Customer domain. The NAS can be provided by BT or by the Customer to BT specification. Archive files will be prepared on a daily basis and the last three configurations for each device covered by this Service option will be stored.

12.10 Firewall Policy Maintenance - Change Management 12.10.1 BT will plan, design and implement agreed changes to the

configuration of the Firewall. All requests for modification of the policy are authenticated and validated before being implemented. If BT believes that a proposed change could affect the overall security provided by the Firewall, BT will advise the Customer and, if necessary, agree an alternative approach. BT will apply its standard change control procedures so as to maintain an audit trail for all policy change requests.

12.10.2 BT will remotely download upgrades to Firewall software if

such upgrades are, in BT’s opinion, operationally necessary or as otherwise agreed between the Customer and BT.

12.10.3 BT will endeavour to respond to the configuration change

requests within four hours of being requested to make them. There is a limit of two changes per firewall per day and a maximum of 5 per year. Additional changes will be charged on an ad-hoc basis.


under which Customers may opt for additional changes during the period of this Contract. This option is only available to Customers who have selected Configuration Change Management. Timescales for other changes are subject to case by case negotiation.

12.10.5 For the purposes of paragraph 12.10.4 above, BT defines a

change as a single request to the Routing, Inbound Access or Outbound Access configurations of a single Firewall. Under certain circumstances, a change may include more than one




modification to the Firewall configuration and additional limits may apply as indicated below.

(a) Routing

i) Add an additional static route on any network (Limited to 3 static routes per change request); and

ii) Turn RIP ON / OFF on the protected interfaces

(b) Inbound Access i) Permit a new inbound connection for these protocols

(Limited to 3 inbound connections per change request); and

ii) web HTTP and secure web HTTPS; and iii) telnet; and iv) ftp; and v) DNS / Zone transfer look ups

(c) Outbound Access

i) Control access for ALL outbound connections. i.e. all internal addresses are treated equally; and

ii) Global deny all; and iii) Selectively permit this list: (Limited to 3 modifications per

change request) (a) DNS look ups (b) WEB HTTP and Secure WEB HTTPS (c) Telnet (d) FTP (e) NNTP (f) SMTP (g) POP3

12.11 Remote Data Backup 12.11.1 BT will use remote access technology to contact the

Customer’s switch either on request or at regular intervals, to backup Customer configuration data, such data will be copied and stored by BT and will be subject to backup procedures and password protection. The backup is available either monthly or quarterly and BT will archive the data for a period of twelve months.

Part 13 PERFORMANCE REPORTING OPTIONS

Where the Customer selects an option from Performance Reporting as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 13.1 General 13.1.1 BT will provide a range of performance reports. Generally,

information is provided in graphical as well as text format, where appropriate, and if it is available, historical information covering the last twelve months is included where relevant. However, specific details of the content of reports as well as their frequency and format together with the available options and facilities are as specified by BT from time to time.

13.1.2 BT will use its reasonable endeavours to ensure the accuracy

and timeliness of its performance reports and the availability of any information, which is to be provided online but makes no guarantees thereof.

13.2 Call Management Reporting 13.2.1 This Service element is a managed call logging

communications service that uses data collection software which is connected to the Customers private branch exchange (PBX) via a desktop computer.

13.2.2 The raw data is periodically sent to a secure BT approved data

centre where it is stored. The raw data is then processed and used to generate scheduled reports on a regular basis.

13.2.3 Through password protected user profiles, the Customer can

access a secure web portal which will show scheduled reports and provide online training. The Customer can also create its

own ad-hoc reports tailored to suit its requirements. The Customer will automatically receive software upgrades to the web portal.

Part 14 SERVICE LEVEL AGREEMENT OPTIONS

Where the Customer selects a Service Level Agreement (SLA) option as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 14.1 General 14.1.1 BT will calculate a credit payment in accordance with

paragraphs 14.2, 14.3 14.4, 14.5, 14.6, and 14.7, which will be paid on the Customers next applicable invoice. Such credit will be in full and final settlement of BT’s liability for failure to provide or repair Service or for failure to meet the availability or performance targets.

14.1.2 Where more than one type of Service e.g. WAN, LAN, Remote

Access, Managed Security Service or IP Telephony, as appropriate, is covered by this Contract, then a credit will only be applied to that particular type of Service and the Site that is affected.

14.1.3 A fault must be registered with BT (other than for the SLA

described under paragraph 14.2) to enable BT to consider a claim.

14.1.4 If BT fails to meet both the Repair Times and Availability

Targets in accordance with paragraphs 14.4, 14.5, and 14.6, due to a fault in the CPE, then the Customer will receive a single credit which will be the highest credit applicable to the failure.

14.1.5 When a fault has been cleared BT will, unless otherwise

agreed, immediately contact the Customer Contact Point to notify that the Service has been restored. The Customer will confirm within twenty minutes of a request by BT to do so whether or not the Service has been restored. If the Customer Contact Point is not available or they do not contact BT within the stated period, the Service shall be deemed to have been restored.

14.1.6 Where the Customer has selected the option to have invoices

submitted on a quarterly basis, as detailed in Section 6 of the Order Form, then any credit will be calculated as one third of the applicable quarterly charge.

14.2 On Time Delivery 14.2.1 This SLA Option is only available to Customers that have

selected a Provision Option of Project Managed Install with BT Project Co-ordinator, or Project Managed Install with BT Project Manger from Part 8 of this Service Schedule.

14.2.2 BT aims to provide Service at a Site by a date agreed between

the BT Project Co-ordinator or BT Project Manager and the Customer Contact Point which will be the Operational Service Date.

14.2.3 If the Customer requests a change to the Service before

provision is complete, a new date will be agreed between the BT Project Co-ordinator or BT Project Manager and the Customer Contact Point. For the purposes of this paragraph 14.2, such date will become the revised Operational Service Date and is subject to paragraph 8.1.8 of this Service Schedule.

14.2.4 If BT fails to meet the Operational Service Date for a particular

type of Service then the charges for Service at the affected Site will be credited as follows:




Number of Working Days beyond Contractual Delivery Date

Credit

Between (and including) 1 and 5 10% For every additional set of 5 (and part thereof) 10% 14.2.5 The credit will be applied to the monthly Recurring Site Charge

for the affected Site and not to any other element of charges applicable under this Contract. The credit will increase in increments of 10% for every additional set of five Working Days that BT goes beyond the Operational Service Date. Such increase will be capped at a maximum of 50% of the applicable monthly Recurring Site Charge.

14.2.6 This paragraph 14.2 will not apply in respect of any revised

Operational Service Date which has been amended as a result of a request by the Customer for a change to the Service prior to completion of its provision.

14.3 Hardware Fix 14.3.1 This SLA option is only available to Customers that have

selected a Maintenance Option of either Hardware Fix 24x7x4 or Hardware Fix 8x5x4 from Part 9 of this Service Schedule.

14.3.2 BT aims to repair the hardware within four hours from the time

that BT provides a fault reference number. 14.3.3 If BT fails to meet the repair times as described in paragraph

14.3.2 above, then the charges for Service at the affected Site will be credited as follows:

Number of working hours beyond repair

Times

Credit

Less than 1 25%

More than 1 but less than 2 50%


More than 3 100% 14.3.4 The credit will be applied to one months CPE Maintenance

Charge for the affected hardware at which the cause of Failure of Service has occurred and will represent the CPE Maintenance Charge for that element unless the whole Site is affected in which case the credit will represent the Sites total monthly CPE Maintenance Charge.

14.3.5 This paragraph 14.3 will not apply in respect of any Failure of

Service when a complete chassis requires changing to restore the Failure of Service.

14.4 Repair 14.4.1 This SLA Option is only available to Customers that have

selected a Maintenance Option of either Prompt Care or Total Care from Part 9 and a Reactive Fault Management Option of Rapid Diagnostics Service from Part 10 of this Service Schedule.

14.4.2 BT aims to repair CPE within four hours from the time that BT

provides a fault reference number. 14.4.3 If BT fails to meet the repair times as described in paragraph


Number of working hours beyond repair

times

Credit

Less than 1 25%



More than 3 100%

14.4.4 The credit will be applied to one months CPE Maintenance

Charge for the affected CPE at which the cause of Failure of Service has occurred and will represent the CPE Maintenance Charge for that element unless the whole Site is affected in which case the credit will represent the percentage of that Sites total monthly CPE Maintenance Charge.

14.4.5 This paragraph 14.4 will not apply in respect of any Failure of

Service when a complete chassis change-over is required to restore the Failure of Service.

14.5 Service Availability & Restoration – Tier 1 14.5.1 This SLA Option is only available to Customers that have

selected a WAN solution with a Network Service Option of VPN from Part 3 of the Service Schedule.

14.5.2 For each Site, the Customer must have selected a

Maintenance Option of Total Care from Part 9 and a Reactive Fault Management Option of Rapid Diagnostics Service from Part 10 of this Service Schedule.

14.5.3 BT aims to provide the Service within the following availability

targets which are based on the level of resilience that the Customer has selected within this Contract.

Availability

Targets Description UK

WAN Solutions Full Resilience Secure + Access Circuits 100%

Network and Router Resilience Dual Primary WAN Link with Dual/Multiple Interconnected Router

99.9%

Network Resilience Only – Single Router Single router with Secure Access Circuits or WAN Link with ISDN Dial Around / ADSL Back-Up (UK only) or WAN Link with ISDN Back-Up (International Only)

99.8%

No Resilience Single WAN Link with Single Router 99.6%

14.5.4 If BT fails to meet the availability targets listed in paragraph


Availability Target Credit

For every 0.1% that BT is below target 1 day 14.5.5 The credit will be applied to the monthly Network charges for

the affected Site and not to any other element of charges applicable under this Contract. The credit will increase in increments of one day for every 0.1% that BT is below the availability target. Such increase will be capped at a maximum of ten days of the applicable monthly Network charges.

14.5.6 The Customer can only claim against the SLA Option

described in this paragraph 14.5 or the SLA Option Service Availability and Restoration -Tier 2 described in paragraph 14.6 not both.

14.5.7 Availability of the Service will be measured as a proportion of

time in a calendar month starting from the 1st day of the relevant calendar month. Where a failure occurs at the end of




a calendar month then it will be carried forward to the next calendar month.

14.6 Service Availability & Restoration - Tier 2 14.6.1 This SLA Option is available to Customers with any type of

solution. However, for each Site the Customer must have selected a Maintenance Option of Total Care from Part 9, a Reactive Fault Management Option of Rapid Diagnostics Service from Part 10 and a Proactive Fault Management Option from Part 11 of this Service Schedule.

14.6.2 BT aims to provide the Service within the following availability

targets which are based on the level of resilience that the Customer has selected within this Contract.

Availability Targets %

International Zone Description UK 1 2 3

WAN Solutions Full Resilience Secure + Access Circuits 100 99.9 99.8 99.7

Network and Router Resilience Dual Primary WAN Link with Dual / Multiple Interconnected Routers

99.9 99.8 99.8 99.7

Network Resilience Only – Single Router Single router with Secure Access Circuits or WAN Link with ISDN Dial Around / ADSL Back-Up (UK only) WAN Link with ISDN Back-Up (International Only)

99.8 99.7 99.7 99.6

No Resilience Single WAN Link with Single Router 99.6 99.5 99.5 99.4

LAN Solutions

Per Site Availability 99.9

IP Telephony Solutions

Full Resilience Clustered Servers and Campus Resilience

99.9

Partial Resilience Box Resilience, Dual Processors, Signalling Servers or Mirrored Discs

99.8

No Resilience 99.5

Managed Security Service Solutions

Full Resilience Dual Internet Access with Dual/Multiple Interconnected Firewalls

99.9

No Resilience 99.5

International Zones

Zone 1 Zone 2 Zone 3 Australia Austria Belgium Canada Denmark Finland France Germany Hong Kong Ireland Italy

Japan Luxembourg Netherlands New Zealand Norway Singapore Spain Sweden Switzerland Taiwan USA

China Indonesia Malaysia Mexico Portugal South

Korea

Venezuela

Argentina Bolivia Brazil Bulgaria Chile Colombia Croatia Cyprus Czech Republic Ecuador Egypt Estonia Greece Guatemala Hungary India

Israel Latvia Lithuania Malta Panama Peru Philippines Poland Romania Russia Slovak Republic South Africa Thailand Turkey Ukraine

14.6.3 If BT fails to meet the availability targets listed in paragraph 14.6.2 above, then the charges for Service at the affected Site will be credited as follows:

Availability Target Credit

For every 0.1% that BT is below target 10% 14.6.4 The credit will be applied to the monthly Recurring Site Charge

for the affected Site and not to any other element of charges applicable under this Contract. The credit will increase in increments of 10% for every additional 0.1% that BT is below the availability target. Such increase will be capped at a maximum of 50% of the applicable monthly Recurring Site Charge.

14.6.5 If the Customer has selected a Secure+ Access Circuit and

both the primary and secondary access fail at the same time the Customer will receive a single credit of ninety days rental for that Secure+ Access Circuit. Such credit will be applied to the monthly Network charge, as appropriate.

14.6.6 Credit will be based on BT’s failure to meet the availability

targets using the following formula:

(1 - (the Outage Time in minutes / (the number of days in the relevant calendar month *24*60))) * 100

14.6.7 Availability of the Service will be measured as a proportion of

time in a calendar month starting from the 1st day of the relevant calendar month. Where a failure occurs at end of a calendar month then it will be carried forward to the next calendar month.

14.7 Core Network Performance 14.7.1 This SLA Option is only available to Customers that have

selected a Network Service Option of VPN from Part 3 of the Service Schedule.

14.7.2 For each Site, the Customer must have selected a

Maintenance Option of Total Care from Part 9 and a Reactive Fault Management Option of Rapid Diagnostics Service from Part 10 of this Service Schedule.

14.7.3 Core Network Performance covers Round Trip Delay, Packet

Delivery and Jitter. 14.7.4 BT aims to meet the following performance targets on the BT

Network:

Class of Service Performance

Type

Performance

Target

Class 1 or Expedited Forwarding Round Trip Delay 20 ms

Class 1 or Expedited Forwarding Packet Delivery 99.9%

Class 1 or Expedited Forwarding Jitter 3.5 ms

Class 2 or Assured Forwarding Round Trip Delay 23 ms

Class 2 or Assured Forwarding Packet Delivery 99.95%

Class 3 or Default Round Trip Delay 30 ms

Class 3 or Default Packet Delivery 99.8% 14.7.5 If BT fails to meet the performance targets listed in paragraph





Round Trip Delay Exceeded by

Packet Delivery Failed by

Jitter Exceeded by

Credit

Less than or equal to 20%

Less than or equal to 20%

Less than 10% 1 day

More than 20% Not applicable More than 10% 2 days 14.7.6 The credit will be applied to the monthly Network charges for

the affected Site and not to any other element of charges applicable under this Contract. Such credits will be capped at a maximum of two days of the applicable monthly Network charge.

14.7.7 Performance targets will be measured in a calendar month

starting from the 1st day of the relevant calendar month. 14.8 Claims 14.8.1 The Customer must make a claim in relation to BT’s failure to

provide or repair Service or for failure to meet the availability or performance targets with the BT Customer Service Team before the end of the next calendar month after the incident occurred. BT will acknowledge the claim within one Working Day of receipt and a response letter will be sent to the Customer within fifteen Working Days. The Customer must notify BT in writing within two months from the date of BT's response if there is a dispute or query relating to the claim.

14.8.2 Any claim in relation to On Time Delivery must cover all of the

affected Sites, as appropriate. Such claim must be made within sixty Working Days of the final agreed Operational Service Date.

14.9 Exclusions 14.9.1 The SLA Options shown in this paragraph Part 14 will not

apply in respect of the following:

(a) Any failure due to matters beyond BT’s reasonable control in accordance with paragraph 15 of the Conditions, or breach of Contract in accordance with paragraph 18 of the Conditions; and

(b) Any Failure of Service which does not last for a continuous

period of three minutes; and

(c) Any Failure of Service directly or indirectly as a result of BT’s suspension of Service under any provision of this Contract or any scheduled downtime for maintenance (including emergency maintenance) or any other purpose agreed between BT and the Customer; and

(d) Any delay caused by the Customer, including but not limited to,

if the Customer unreasonably fails to provide access to the Site to carry out installation or repairs; and

(e) An incident caused by the Customers failure to comply with

any reasonable instruction from BT; and (f) Any fault caused by the Customers failure to observe any of its

obligations under this Contract, in particular the Customer Responsibilities described in Part 2 of this Service Schedule; and

(g) Interference caused by a Third Party; and (h) An incident that is due to a fault on the Customer Network, any

unauthorised activity or access taken by the Customer; and (i) Any fault caused by equipment not provided by BT with the

exception of equipment that is being maintained by BT under this Contract; and

(j) An incident that has not been confirmed by a BT fault

reference number; and

(k) Any Outage time as a result of service being suspended in accordance with paragraph 3.7 of the Conditions; and

(l) A fault that is found to have the same root cause as a previous

fault shall be classed as the same fault; and (m) Re-provisioning or changes to an existing Service; and (n) A Site that is outside the UK unless specifically stated in this

Contract; and (o) Faults which are circumvented by means of ISDN Dial Around,

ISDN Dial Back-Up, ADSL Back-Up or resilience for IP Telephony or Managed Security Services; and

(p) Faults which occur on ISDN Dial Around, ISDN Dial Back-Up

Lines or ADSL Back-Up during periods when the circuit primarily used to provide the Service is fully functional; and

(q) Any ISDN, Business Highway, ADSL IP Stream, ADSL

DataStream or any other type of service that is delivered across ADSL; and

(r) The rollout of security tokens; and (s) Any fault that occurs on an IP Telephony handset.

Part 15 CUSTOMER SERVICE MANAGEMENT OPTIONS

Where the Customer selects an option from Customer Service Management as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 15.1.1 This Service element is available to provide the Customer with

a dedicated Service Client Relationship Manager (SCRM) that will become the Customers in-life point of contact throughout the period of the Contract. BT will assign a SCRM to the Customer upon commencement of the Operational Service Date.

15.1.2 The SCRM will be based in the UK and available on Working

Days between the hours of 9am and 5pm. The Customer will pay BT an additional sum for any work that is carried out outside of these times. If the Customer wishes the SCRM to travel outside of the UK then the Customer will be charged for reasonable travel and accommodation expenses.

15.1.3 The SCRM will be available to provide the following: (a) Ownership of all service issues associated with this Contract;

and

(b) Quality of service reviews on either a monthly or three monthly basis, depending on the option selected in Section 6 of the Order Form, and may include a review meeting with the Customer at mutually convenient times.

15.1.4 The SCRM will only provide support to the appropriate type of

solution, as indicated in Section 6 of the Order Form, and will not be responsible for any service issue that is not related to a Service provided under this Contract.

15.1.5 The SCRM will work with the Customer to produce a service

development plan based on the Customers Service Level Agreement as detailed in Part 14 of this Service Schedule. The service development plan is aimed at maintaining, and where appropriate improving, the delivery of BT’s Service to the Customer. The SCRM will manage such plan on behalf of the Customer.

15.1.6 If the Customer has selected a Performance Reporting Option

of either Gold or Platinum as detailed in Section 6 of the Order




Form, then the SCRM can monitor network performance against the Customer’s Service Level Agreement and manage delivery of the Customer’s service reports.

15.1.7 Charges for the SCRM will be payable in advance. 15.1.8 The Customer will be responsible for reporting any faults

through the helpdesk as detailed in Part 10 of this Service Schedule.

Part 16 PROFESSIONAL SERVICES OPTIONS

Where the Customer selects an option of Professional Services as detailed in Section 6 of the Order Form, the following additional conditions shall apply: 16.1 General 16.1.1 For the purposes of this paragraph Part 16 work will be carried

out between 8am and 5pm on a Working Day. Work carried out outside of these times will incur an additional charge.

16.1.2 BT will appoint a Consultant to be the Customers principal

point of contact for all enquiries relating to the Professional Service. From discussions with the Customer, the Consultant will assess the Customer requirements and on completion of the work, BT will provide the Customer with a written report.

16.1.3 BT will correct any errors or omissions in the Professional

Service that are notified to it within three months of the completion of the Service.

16.1.4 If the Professional Service includes advice or work relating to

equipment owned or operated by or on behalf of the Customer or to the Customer technical design, BT does not guarantee that, following provision of the Service under this Contract, the equipment or the Customer Network will not be subject to any unlawful access, fraud or other misuse and BT will have no liability to the Customer in respect of such unlawful access, fraud or other misuse.

16.1.5 Acceptance of the Service by the Customer shall not be

deferred on account of any minor faults which do not materially effect the performance of the Service, although BT will take reasonable steps to correct any such faults as soon as practicable.

16.2 Charges 16.2.1 Charges will become payable on completion of the

Professional Service together with any amounts claimed by BT in respect of expenses incurred, or as otherwise specified by BT under this Contract, with the exception of paragraph 16.4 which is payable in advance.

16.2.2 Unless a price has been agreed with the Customer, charges

will be calculated at the daily rate applicable at the time the work is carried out.

16.3 Adhoc Consultancy 16.3.1 This Service element offers Professional Services on an ad

hoc basis, in which case there will be no Minimum Period and the charges will be calculated at the daily rate applicable at the time the work is carried out and payable on completion of the work or as otherwise specified by BT, together with any amounts claimed by BT in respect of expenses incurred.

16.4 Call Off Consultancy 16.4.1 This Service element offers Professional Services on a call-off

basis, valid for a period of twelve months from the date the Professional Services are provided by BT. No refund will be given if a consultant’s time is not requested within such twelve month period.

16.5 LAN Cable Health Check 16.5.1 This Service element offers an assessment of the capability

and quality of the physical LAN cabling. It will consist of an initial scoping audit for each Site, lasting one day, to determine the general quality and safety of the installation and to identify any remedial work required to bring it up to a suitable standard. If the size of the Site or the state of the LAN infrastructure is such that the necessary work cannot be completed during a scoping audit, a Follow Up Audit may be required. There will be an additional charge for this.

16.5.2 The Customer acknowledges that inspection of the cabling

may result in interruption in the operation of the LAN but BT will use its reasonable endeavours to keep such interruptions to a minimum.

16.5.3 On completion of the work, BT will provide the Customer with a

written report. 16.6 LAN Network Survey and Documentation 16.6.1 This Service element offers a Network Survey and

Documentation exercise at the Customer’s request or as a precursor to the supply of Service under this Contract in the following cases:

(a) Where BT is to take over the maintenance and management of

the Customer’s existing LAN infrastructure and the Customer is unable to supply an accurate and up to date inventory; and

(b) Where BT is to provide a new LAN infrastructure to replace an

existing one; and (c) Where BT is to provide additions to an existing LAN

infrastructure.

16.6.2 The audit consists of a physical inspection of the Customer’s Site and collection of data on the existing LAN infrastructures, such as cabinet location, rack layout and contents, location and identification of backbone cabling, checking the routing of distribution cabling and, where appropriate, the identification of any matters which need to be addressed prior to or in the course of providing Service in the circumstances described in paragraph 16.6.1 above. BT will use its reasonable endeavours to keep to a minimum any interruption to the Customer’s use of the LAN while the work is being carried out.

16.6.3 On completion of the work, BT will provide the Customer with a

written report.

16.7 LAN Performance Health Check 16.7.1 This Service element offers the investigation of a specific LAN

performance problem. BT will visit the Site to discuss the problem and to become familiar with the implementation of the Customer’s LAN. BT will then design and implement a data collection scheme using LAN monitoring devices, as appropriate; analyse the data; and prepare and present a report to the Customer, setting out its findings and suggesting approaches to the resolution of the problem.

16.8 Training 16.8.1 The duration and content of available training courses is as

specified and delivered by BT or an authorised third party from time to time. The training to be carried out will be as detailed in Section 6 of the Order Form.

16.9 Wireless LAN Site Survey 16.9.1 BT will carry out a Wireless LAN Site Survey and

Documentation exercise as a precursor to the supply of the Service. The survey consists of a physical inspection of the Customer's Site to determine the suitability of the Site for Wireless LAN. The Wireless LAN Site Survey will include checks on the location, inspection of premises, collection of data on the existing accommodation layout and where




appropriate, the identification of any matters that need to be addressed prior to or in the course of providing Service. BT will produce a written report and will design a Wireless LAN infrastructure, using information obtained from the Site survey, using access point and client server equipment as appropriate.

16.9.2 The Customer acknowledges that following the Site survey, a

change, including a change to the accommodation layout, may occur on the Site or in the surrounding area which affects the transmission of the electromagnetic waves used or to be used by the Wireless LAN and BT has no liability under this Contract in respect of any failure to provide, maintain or repair Service which results from such change.

16.10 Converged IP Telephony Health Check 16.10.1 This Service element offers the collection and analysis of data

relating to the operation of the existing network infrastructure and the production of a written report as to the suitability of the network for IP Telephony Service.

16.10.2 The IP Telephony Health Check option includes a minimum of

six days of Consultant's time. There is no Minimum Period and the charges will be payable on completion of the work or as otherwise specified by BT.

16.11 Security Policy Production 16.11.1 This Service element offer preparation of a Network Service

Access Policy or a Firewall Design Policy or both, as specified in Section 6 of the Order Form.

16.11.2 A Network Services Access Policy is a policy that defines

those services to be allowed or explicitly denied from the Customer’s LAN. This policy also prescribes the way in which these services will be used and the conditions for exceptions to the policy. Areas that would be covered by a Network Service Access Policy would include remote user authentication policy, dial in/dial out policy, remote network connections and information server policy.

16.11.3 A Firewall Design Policy is a document which details how the

restricting of access and filtering of services as defined in the Network Service Access Policy will be implemented on the Firewall.

16.11.4 In either case, BT will appoint a consultant to discuss security

policy requirements with the Customer. The consultant will provide the Customer with information about the services available and present the possible benefits of each, having first evaluated the Customer’s identified security requirements. The Customer will then choose its preferred options from those available and notify the consultant accordingly, following which BT will prepare the policy documents for agreement by the Customer. If the Customer has only selected the Firewall Design Policy option, a copy of its Network Services Access Policy must be provided to BT before the Firewall Design Policy can be prepared.

16.12 Exposure Analysis 16.12.1 This Service element offers testing of the security

configurations and effectiveness of the Customer’s Internet gateway security installation by probing the Customer’s LAN remotely from the external Internet, in the same manner as any potential intruder might do.

16.12.2 The testing monitors for identifiable security vulnerabilities.

The testing does not require access to the Customer’s network and servers, or to privileged information such as computer account/password data.

16.12.3 In the event that BT identifies any weaknesses in the

Customer’s security arrangements which BT believes may give rise to the possibility of unauthorised access to the Customer’s LAN, BT will notify the Customer but will not attempt actually to

gain access to any systems or to write directly to any data files or hard disks

16.12.4 The Customer acknowledges that the results of the testing only

reflect the status of the Customer’s LAN at the time the testing was conducted and do not in any way constitute a representation as to the likelihood of attack on the security of the network or the potential outcome of such an attack.

16.13 LAN Assessment Service 16.13.1 This Service element is available to provide a range of LAN

assessments that will assess the Customers LAN infrastructure and BT will produce a report with recommendations on how the Customer can improve the performance of their LAN or the suitability to carry voice traffic. Such report will include a visual inspection, audit of the LAN and analysis of traffic, all of which will be subject to the Customer providing BT with access as requested. The Customer acknowledges that such report will only provide a recommendation. BT does not make any guarantee and accepts no liability regarding the content of such report.

16.14 IP Telephony Over a Non-BT Provided Network 16.14.1 This Service element is available to provide an assessment of

a non-BT provided network and BT will produce a report with recommendations on its suitability to support a BT IP Telephony solution. The Customer acknowledges that such report will only provide a recommendation. BT does not make any guarantee and accepts no liability regarding the content of such report.

16.15 ARC Operator Console Fail Over Configuration 16.15.1 This Service element is available to provide a resilient

configuration to the Customers existing ARC Operator Console that will provide backup to the main ARC Operator Console system in the event of main system failure.

16.15.2 This Service element includes integration into the Customers

Cisco Call Manager Single Cluster solution, but does not include any form of server build or provision of any hardware, software and/or licences required to deliver this Professional Services option.

16.16 Unity Unified Messaging with Exchange or Unity Unified

Messaging with Domino- New System Configuration 16.16.1 This Service element is available to provide design,

configuration and implementation of a solution that will integrate with the Customers existing Cisco Call Manager and with either

(a) the Customer’s existing Microsoft Outlook/Exchange

applications (for Unity Unified Messaging with Exchange) or (b) the Customer’s existing IBM Lotus Notes/Domino applications

(for Unity Unified Messaging with Domino). 16.16.2 This Service element includes the configuration of the

Customers active directory and Microsoft Exchange infrastructure (for Unity Unified Messaging with Exchange), or the Customer’s IBM Lotus Domino Infrastructure (for Unity Unified Messaging with Domino) but does not include any form of server build or provision of any hardware, software and/or licences required to deliver this Professional Service option.

16.17 Unity Unified Messaging with Exchange or Unity Unified

Messaging with Domino - Addition Of Fail Over Server 16.17.1 This Service element is available to provide a resilient

configuration to the Customers existing Unity Unified Messaging system that will provide backup to such system in the event of main system failure.




16.17.2 This Service element does not include any form of server build or provision of hardware, software and/or licences required to deliver this Professional Services option.

16.17.3 This Service element is only available to Customers that have

either

(a) Unity Unified Messaging with Exchange, with off box message store and active directory or

(b) Unity Unified Messaging with Domino.



[END OF DOCUMENT]

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