BT One Cloud Cisco UK Schedule to the General Terms

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1 BT One Cloud Cisco UK Schedule to the General Terms Contents A note on you Service Summary Standard Service Components Service Options Service Management Boundary Associated Services and Third Parties Specific Terms and Conditions BT s Obligations Your Obligations Notification of Incidents Invoicing Charges at the End of the Contract Service Amendment IP Addresses, Domain Names and Telephone Numbers Defined Terms... 9 British Telecommunication plc. Page 1 of 10

2 A NOTE ON YOU You and your mean the Customer. Phrases that refer to either of us, either one of us, both of us, one of us or we both mean one or both of BT and the Customer, whichever makes sense in the context of the sentence. Part A The Service 1 SERVICE SUMMARY 1.1 BT will provide you with a managed network service, delivered and administered within the BT Network and available within BT s Licensed Area, that will enable you to consolidate your voice and data capabilities using hosted call and other application servers to further the capabilities of your data networks to connect to the PSTN. The Service is comprised of: the Standard Service Components; and any of the Service Options that are selected by you as set out in any Order, (the Service ). 2 STANDARD SERVICE COMPONENTS 2.1 BT will provide you with the following standard service components ( Standard Service Components ), where applicable, in accordance with the details set out in any applicable Order: managed voice and collaboration applications, call distribution and centralised access to and from the PSTN; dialling plans for private and public call routing; self-care management that you can access and control through BT s web portal; and public telephone numbers. 3 SERVICE OPTIONS BT will provide you with any of the following options that are selected by you as set out in any applicable Order ( Service Options ) and in accordance with the details set out in that Order: 3.1 at your request, either or both of: the One Cloud Cisco User service - this service provides you with One Cloud Cisco User profiles designed to terminate on a range of IP devices, including IP phones and Analogue Telephony Adapters. This service allows you to: (c) (d) make on-net calls (within your network) as well as inbound and outbound calls from any of your registered devices. Apart from as set out in this Schedule, BT does not provide any IP devices as part of the Service and you may order these separately; use a range of Unified Communications features and services with features similar to those of PBX that are defined by the configuration options selected in your Order; use this application, rather than using lines, as the media path that is provided by your WAN and LAN; and make off net calls (from your network to the PSTN); and/or the One Cloud Cisco Trunk Channels service - this service terminates on Voice Gateways that convert IP signalling and media transport to traditional signalling and media paths (TDM or analogue) which are then connected to PBXs. The service allows you to make on-net calls (within your network) as well as inbound and outbound calls from your PBXs via Site located TDM to IP Voice Gateways. Voice Gateways are not provided as part of this service and you can order them separately from BT; 3.2 Complimentary Handsets - where you have been given a complimentary Cisco handset as part of a One Cloud Cisco Order based on the prices in the BT Price List and with a Minimum Period of three years or more ( Complimentary Handset ), the rest of this Paragraph 3.2 will apply: the Complimentary Handsets will be distributed based on the initial contracted order volumes only and you will order them via the normal BT ordering process; the Complimentary Handset will be dispatched around the same time as the delivery of the One Cloud Cisco Service on a Site by Site basis; Page 2 of 10

3 3.2.3 each User type will receive a Complimentary Handset based on the table below: User Anywhere User Collaborate User Voice User Base User Handset Model Cisco 7841 or equivalent Cisco 7841 or equivalent Cisco 7821 or equivalent Cisco 3905 or equivalent BT will not be responsible for the quality or performance of any Complimentary Handset and BT does not represent quality or capability of the Complimentary Handsets; BT will provide the Complimentary Handset to you subject to BT s availability and discretion. Any representations made by the manufacturer about the Complimentary Handsets will continue to apply; BT will provide Complimentary Handset to you without a power adapter; and title to and risk in the Complimentary Handset will pass to you on delivery; and 3.3 Other Options you may select any other service options that are set out in the BT Price List and included in any applicable Order. 4 SERVICE MANAGEMENT BOUNDARY 4.1 BT will provide and manage the Service as set out in Part B of this Schedule and as set out in the Order up to the demarcation points set out in the remainder of this Paragraph 4 ( Service Management Boundary ). 4.2 BT s responsibility for the Service ends at the router located at the hosted Points of Presence. The Service includes MPLS access between your cloud and BT s cloud through multiple Points of Presence and the WAN only. 4.3 BT is not responsible in any way for any telecommunications service (or any part of such service) provided by other telecommunications service providers or for your use of any telecommunications networks other than the BT Network. 4.4 BT will have no responsibility for the Service outside of the Service Management Boundary. 4.5 BT does not make any representations, whether express or implied, about how or if the Service will operate with any Customer Equipment. 5 ASSOCIATED SERVICES AND THIRD PARTIES 5.1 You will have the following services in place that will connect to the Service and are necessary for the Service to function and will ensure that these services meet the minimum technical requirements that BT specifies: MPLS access; an appropriate router; a handset; and any other components that are required to enable the Service Options specified in an Order to function, (each an Enabling Service ). 5.2 Apart from where BT has stated otherwise in this Schedule, BT will not provide you with a handset as part of the Service. For any handsets that you purchase from BT, title will pass to you when you pay for the handsets and risk will pass to you on delivery of those handsets. 5.3 If BT provides you with any services other than the Service (including, but not limited to any Enabling Service) this Schedule will not apply to those services and those services will be governed by their separate terms and conditions. 5.4 BT will not be liable for failure to or delay in supplying the Service if another supplier delays or refuses the supply of an electronic communications service to BT and no alternative service is available at reasonable cost. 6 SPECIFIC TERMS AND CONDITIONS 6.1 Termination for Convenience For the purposes of Clause 17 of the General Terms, either of us may, at any time after the Service Start Date and without cause, terminate the Service or any Order by giving 30 days Notice to the other. Termination Charges incurred in accordance with Paragraph 11 may apply. 6.2 Minimum Period of Service Unless one of us gives Notice to the other of an intention to terminate the Service at least 30 days before the end of the Minimum Period of Service or a Renewal Period, at the end of the Minimum Period of Service or any Page 3 of 10

4 subsequent Renewal Period, the Service will automatically extend for the Renewal Period, and both of us will continue to perform each of our obligations in accordance with the Contract. From time to time, BT s standard pricing may vary and any updates will be published in the BT Price List BT may make changes to this Schedule by giving you at least 14 days prior notice and any changes that BT makes will be published on bt.com/terms. 6.3 Access to Emergency Services You acknowledge and agree that the Service provides the ability for Users to call the emergency services by dialling 999 or 112 but that, unless BT tells you otherwise, caller location information will only be provided where you: (c) 6.4 Cancellation Charges inform BT of the geographic location of calling numbers to enable BT to maintain a database of calling numbers and geographic locations; inform BT immediately of any changes to those locations; and configure your PBX to accurately convey correct calling number locations. For the purposes of Clause 16.2 of the General Terms, if you cancel an Order, or part of it, any time before the Service Start Date you will have to pay BT the Cancellation Charges as set out in the Order or in the BT Price List. 6.5 Access to Internet You acknowledge and agree that where the Service provides access to the Internet, the use of the Internet is at your own risk. Page 4 of 10

5 Part B Service Delivery and Management 7 BT S OBLIGATIONS 7.1 Service Delivery Before the Service Start Date and, where applicable, throughout the provision of the Service, BT: will provide you with contact details for the helpdesk that you will be able to contact to submit service requests, report Incidents and ask questions about the Service ( Service Desk ); will comply with all reasonable health and safety rules and regulations and reasonable security requirements that apply at a Site and are notified to BT in writing. BT will not be liable if, as a result of any such compliance, BT is in breach of any of BT s obligations under this Contract; and will provide you with a date on which delivery of the Service (or each part of the Service, including to each Site) is due to start ( Customer Committed Date ) and will use commercially reasonable endeavours to meet any Customer Committed Date. 7.2 Commissioning of the Service Before the Service Start Date, BT will: configure the Service; conduct a series of standard tests on the Service to ensure that it is configured correctly; connect the Service to each Enabling Service; and on the date that BT has completed the activities in this Paragraph 7.2, confirm to you that the Service is available for performance of any Acceptance Tests as set out in Paragraph During Operation On and from the Service Start Date, BT: will respond and use reasonable endeavours to remedy an Incident without undue delay if BT detects or if you report an Incident on the BT Network; will maintain a web portal and server for your use; may carry out Maintenance from time to time and will try to inform you at least five Business Days before any Planned Maintenance on the BT Network, however you are aware that BT may inform you with less notice than normal where emergency Maintenance is required; and may, in the event of a security breach affecting the Service, require you to change any or all of your passwords. BT does not guarantee the security of the Service against unauthorised or unlawful access or use. 7.4 The End of the Service On termination of the Service by either one of us, or expiry, BT will provide configuration information relating to the Service provided at the Sites in a format that BT reasonably specifies. 8 YOUR OBLIGATIONS 8.1 Service Delivery Before the Service Start Date and, where applicable, throughout the provision of the Service by BT, you will: provide BT with the names and contact details of any individuals authorised to act on your behalf for Service management matters ( Customer Contact ), but BT may also accept instructions from a person who BT reasonably believes is acting with your authority; provide BT with any information reasonably required without undue delay; provide BT with access to any Sites during Business Hours, or as otherwise agreed, to enable BT to set up, deliver and manage the Service; complete any preparation activities that BT may request to enable you to receive the Services promptly and in accordance with any reasonable timescales; notify BT in writing of any health and safety rules and regulations and security requirements that apply at a Site; ensure that the LAN protocols and applications you use will be compatible with the Service; and Page 5 of 10

6 8.1.7 provide and maintain a PSTN line at the Sites for exclusive use with the Service. You will pay all charges related to provision and use of such lines and report any incidents in such lines directly to the supplier of the line. 8.2 Acceptance Tests After receiving Notice from BT under Paragraph 7.2.4, you will promptly carry out the Acceptance Tests for the Service. The Service will be deemed to have been accepted if you have not: carried out the Acceptance Tests and confirmed acceptance in writing; or notified BT in writing that the Service has not passed the Acceptance Tests, within five Business Days following notification under Paragraph Subject to Paragraph 8.2.3, the Service Start Date will be the earlier of the following: the date that you confirm acceptance of the Service in writing under Paragraph 8.2.1; or the date following the fifth Business Day following notification under Paragraph In the event that the Acceptance Tests are not passed, BT will remedy the non-conformance without undue delay and notify you that BT has remedied the non-conformance, and inform you of the Service Start Date. 8.3 Service Operation On and from the Service Start Date, you will: ensure that the Customer Contact will take Incident reports from Users and pass these to the Service Desk using the reporting procedures agreed between both of us, and will be available for all subsequent Incident management communications; monitor and maintain any Customer Equipment connected to the Service or used in connection with a Service; ensure that any Customer Equipment that is connected to the Service or that you use, directly or indirectly, in relation to the Service is: (c) (d) connected using the applicable BT Network termination point, unless you have BT s permission to connect by another means and used in accordance with any instructions, standards and safety and security procedures applicable to the use of that Customer Equipment; adequately protected against viruses and other breaches of security; technically compatible with the Service and will not harm or damage the BT Network, or any of BT s supplier s or subcontractor s network or equipment; and approved and used in accordance with relevant instructions and Applicable Law; immediately disconnect any Customer Equipment, or advise BT to do so at your expense, if Customer Equipment does not meet any relevant instructions, standards or Applicable Law; distribute, manage and maintain any applicable access profiles, passwords and other systems administration information relating to the control of Users access to the Service; and maintain a list of current Users and immediately terminate access for any person who ceases to be an authorised User; ensure the security and proper use of any valid User access profiles, passwords and other systems administration information used in connection with the Service and: (c) inform BT immediately if a user ID or password has, or is likely to, become known to an unauthorised person, or is being or may be used in an unauthorised way; take all reasonable steps to prevent unauthorised access to the Service; and satisfy BT s security checks if a password is lost or forgotten; and if BT requests you to do so in order to ensure the security or integrity of the Service, change any or all passwords and/or other systems administration information used in connection with the Service. 9 NOTIFICATION OF INCIDENTS Where you become aware of an Incident: 9.1 the Customer Contact will report it to BT s Service Desk; 9.2 BT will give you a unique reference number for the Incident ( Ticket ); 9.3 BT will inform you when BT believes the Incident is cleared, and will close the Ticket when: you confirm that the Incident is cleared within 24 hours of being informed; or Page 6 of 10

7 9.3.2 BT has attempted unsuccessfully to contact you, in the way agreed between both of us, in relation to the Incident and you have not responded within 24 hours of BT s attempt to contact you. 9.4 If you confirm that the Incident is not cleared within 24 hours of being informed, the Ticket will remain open, and BT will continue to work to resolve the Incident. 9.5 Where BT becomes aware of an Incident, Paragraphs 9.2, 9.3 and 9.4 will apply. 10 INVOICING 10.1 BT will invoice you for the Charges for the Service as set out in Paragraph 10.2 in the amounts and currency specified in any Orders or the BT Price List Unless stated otherwise in an applicable Order or the BT Price List, BT will invoice you for: Installation Charges, on the Service Start Date (or monthly in arrears prior to the Service Start Date for any work carried out where the planned installation period is longer than one month); Recurring Charges, except Usage Charges, monthly in advance on the first day of the relevant month monthly. For any period where Service is provided for less than one month, the Recurring Charges will be calculated on a daily basis; Usage Charges, monthly in arrears on the first day of the relevant month, calculated at the then current rates; De-installation Charges within 60 days of de-installation of the Service; and any Termination Charges incurred in accordance with Paragraph 11 upon termination of the relevant Service BT may invoice you for any of the following Charges in addition to those set out in the Order: Charges for investigating Incidents that you report to BT where BT finds no Incident or that the Incident is caused by something for which BT is not responsible under the Contract; Charges for commissioning the Service as set out in Paragraph 7.2 outside of Business Hours; Charges for restoring Service if the Service has been suspended in accordance with Clause of the General Terms; Charges for cancelling the Service in accordance with Clause 16 of the General Terms; Charges for expediting provision of the Service at your request after you have been informed of the Customer Committed Date; and any other Charges or fees that BT incurs that are set out in any applicable Order or the BT Price List or as otherwise agreed between both of us. 11 CHARGES AT THE END OF THE CONTRACT 11.1 If you exercise your right under Clause 17 of the General Terms to terminate the Contract or any Service for convenience, you will pay BT: all outstanding Charges or fees BT incurs for Service rendered; De-installation Charges; any other Charges or fees set out in the Order or the BT Price List; and unless otherwise stated in an Order or the BT Price List, in addition to the Charges set out at Paragraph 11.1 above, if you terminate during the Minimum Period of Service, you will pay BT: for any parts of the Service that were terminated during the Minimum Period of Service, Termination Charges, as compensation, equal to: (i) (ii) 12 SERVICE AMENDMENT 100 per cent of the Recurring Charges for any remaining months of the Minimum Period of Service; and any waived Installation Charges; and for any parts of the Service that are terminated after the Minimum Period of Service and during a Renewal Period, Termination Charges, as compensation, equal to 25 per cent of the Recurring Charges for any remaining months of the applicable Renewal Period You may request, by giving BT Notice, a change to: an Order for the Service (or part of an Order) at any time before the applicable Service Start Date; or Page 7 of 10

8 the Service at any time after the Service Start Date If you exercise your right under Paragraph 12.1, and except where a change results from BT s failure to comply with BT s obligations under the Contract, BT will, within a reasonable time, provide you with a written estimate, including: the likely time required to deliver the changed Service; and any changes to the Charges due to the changed Service BT has no obligation to proceed with any change that you request under Paragraph 12.1, unless and until we both agree in writing on the necessary changes to the Charges, implementation timetable and any other relevant terms of the Contract to take account of the change If BT changes a Service prior to the Service Start Date because you have given BT incomplete or inaccurate information, BT may, in BT s reasonable discretion, apply additional reasonable one-time and/or Recurring Charges. 13 IP ADDRESSES, DOMAIN NAMES AND TELEPHONE NUMBERS 13.1 Except for IP Addresses expressly registered in your name, all IP Addresses and Domain Names made available with the Service will at all times remain BT s property or the property of BT s suppliers and will be non-transferable. All of your rights to use such IP Addresses and/or Domain Names will cease on termination or expiration of the Service BT cannot ensure that any requested Domain Name will be available from or approved for use by the Internet Registration Authorities and BT has no liability for any failure in the Domain Name registration, transfer or renewal process You warrant that you are the owner of, or are authorised by the owner of the trade mark or name that you wish to use as a Domain Name You are responsible for all fees associated with registration and maintenance of your Domain Name, and will reimburse BT for any and all fees that BT pays to any Internet Registration Authorities, and thereafter be responsible for paying such fees directly to the relevant Internet Registration Authorities Telephone numbers made available with the Service will at all times remain BT s property and will be non-transferable, and all of your rights to use telephone numbers will cease on termination or expiration of the Service. Page 8 of 10

9 Part C Defined Terms 14 DEFINED TERMS In addition to the defined terms in the General Terms, capitalised terms in this Schedule will have the following meanings (and in the case of conflict between these defined terms and the defined terms in the General Terms, these defined terms will take precedence for the purposes of this Schedule). Acceptance Tests means those objective tests conducted by you, which, when passed confirm that you accept the Service and that the Service is ready for use save for any minor non-conformities, which will be resolved as an Incident as set out Paragraph Analogue Telephony Adapter means a device located at your Site that provides an interface to a line powered analogue telephone or a local mains powered telephone and that performs the conversion to Voice over Internet Protocol media and signalling and onward transmission to an Ethernet interface. BT Price List means the price list published by BT and as may be amended by BT from time to time and that is available on BT s website at bt.com/pricing. Business Hours means between the hours of 0800 and 1700 in a Business Day. Customer Committed Date has the meaning given in Paragraph Customer Contact has the meaning given in Paragraph Customer Equipment means any equipment including any Equipment and any software used by you in connection with a Service. De-installation Charges means the charges payable by you on de-installation of the Service that will be equal to the then current rates for Installation Charges on the date of de-installation. Domain Name means a readable name on an Internet page that is linked to a numeric IP Address. Enabling Service has the meaning given in Paragraph 5.1. Incident means an unplanned interruption to, or a reduction in the quality of, the Service or particular element of the Service. Installation Charges means those Charges set out in the Order or the BT Price List in relation to installation of the Service and/or any Customer Equipment as applicable. Integrated Services Digital Network or ISDN means a set of communication standards for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the PSTN. Internet means a global system of interconnected networks that use a standard Internet Protocol to link devices worldwide. Internet Protocol or IP means a communications protocol for devices connected to the Internet that specifies the format for addresses and units of transmitted data. IP Address means a unique number on the Internet of a network card or controller that identifies a device and is visible by all other devices on the Internet. Licensed Area means the United Kingdom of Great Britain and Northern Ireland other than the Hull Area. Local Area Network or LAN means the infrastructure that enables the ability to transfer IP services within Sites (including data, voice and video conferencing services). Minimum Period of Service means a period of 12 consecutive months beginning on the Service Start Date, unless otherwise set out in an Order or the BT Price List. MPLS access means Multiprotocol Label Switching (MPLS), a type of data-carrying technique that directs data from one network node to the next. One Cloud Cisco Trunk Channel means a trunk consists of one or more virtual channels, each of which has the capability of supporting a single call. The trunk service allows existing suitably configured PBXs to continue to handle on-site calls, while traffic between the Sites is routed over your IP data network. Signalling and network protocol converters (Voice Gateways) may be required depending on PBX configuration and signalling type. One Cloud Cisco User is a profile designed to terminate on a range of IP devices, which provides access to a host of advanced PBX and Unified Communications features from the IP devices. Planned Maintenance means any Maintenance BT has planned to do in advance. Point of Presence or PoP means an artificial demarcation point or interface point between communicating entities where the entities build a connection with each other. Private Branch Exchange or PBX means a customer-controlled switch for telephony purposes which is not located on a public network operators premises. PSTN means the public switched telephone network, which is the concentration of the world s public circuit switched telephone networks. Page 9 of 10

10 Recurring Charges means the Charges for the Service or applicable part of the Service that are invoiced repeatedly in every payment period (e.g. every month), as set out in the Order or the BT Price List. Renewal Period means for each Service, the period that is set out in the BT Price List. Service has the meaning given in Paragraph 1. Service Desk has the meaning given in Paragraph Service Management Boundary has the meaning given in Paragraph 4.1. Site means a location at which the Service is provided. Ticket has the meaning given in Paragraph 9.2 and may also be known as a fault reference number. Time Division Multiplexing or TDM is a method of transmitting and receiving independent signals over a common signal path by using synchronized switches at each end of the transmission line so that each signal appears on the line for only a fraction of time in an alternating pattern. User means any person who is permitted by you to use or access the Service. Unified Communications means the integration of real-time, enterprise, communication services with non-real-time communication services. Usage Charges means the Charges for the Service or applicable part of the Service that are calculated by multiplying the volume of units that you used or incurred in a period (e.g. number of agents using the Service, or the number of minutes the Service was used for) with the relevant fee that is specified in the Order or the BT Price List. Voice Gateways means a device that interfaces to traditional telephony interfaces, such as analogue or multiple analogue terminations. Page 10 of 10

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