Standards of Service for the Provision and Maintenance of; THUS Demon Business 2000, Business 8000, Business 2+, Business 2 + Pro, Demon Business Lite, Demon Business Lite +, Demon Business Unlimited, Demon Premier Unlimited and Demon SDSL Services.
Contents 1. Introduction...3 2. Definitions...3 3. Service Description...4 4. Fault Response and Care Criteria...5 5. Fault Categories, Service Fix Times and Service Credits...6 6. Planned Outages and Planned Maintenance Procedures....8 7. Complaints Procedure...10
1. Introduction 1.1 The Company shall endeavor to provide and support Demon Business Broadband and Demon Premier Broadband services (the Services ) as provided to you under the Agreement (the Services ) in accordance with this Standards of Service document which should be read in conjunction with the Conditions and any other documentation forming part of the Agreement. 2. Definitions 2.1 Unless expressly stated otherwise, words and expressions which are defined elsewhere in the Agreement shall have the same meaning when used in the Standards of Service. Please not that the Standards of Service the following terms shall the following meanings; Availability means the availability of the service; Clearance time means the measured time period from the logging of the fault on the Company fault management system to the return of Service in accordance with the Standards of Service; Critical Fault means total loss of all of the Services at one or more Premises; CMC means the Company s Customer Management Centre, which is operational 24 hours per day, 7 days a week; DSLAM means Digital Subscriber Line Access Multiplexer; Major Fault means partial loss of Service at one or more Premises; Minor Fault means a non Service affecting fault; Network Change Management means the Company s Change Management Team; Normal Working Day means the normal working day period operated by the Company maintenance team which is Monday to Sunday inclusive, 08:00 18:00 hours, but excluding Christmas day, Boxing day, New Year s day and January 2 nd (Scotland only). However these days and outwith the above times are covered by the maintenance teams under call-out procedures to cover Critical Faults; Planned Maintenance means maintenance, such as upgrade work, not requiring the temporary suspension of all or part of the Service but carrying a risk of impact to the Service; Planned Outage means a temporary suspension of all or part of the Service for maintenance or upgrades to be carried out; Service Credit means the payment which will be made to the Customer in the event of the Company failing to repair a Critical Fault within the Service Fix Time; and Service Fix Time means the times detailed in section 5 of the Standards of Service within which the Company aims to repair faults.
3. Service Description The Company will provide the Customer with the Services; 3.1 Unless expressly stated otherwise, words and expressions which are defined elsewhere in the Agreement shall have the same meaning when used in the Standards of Service. Please not that the Standards of Service the following terms shall the following meanings; (i) Demon Business Broadband services will include the following as part of the standard service: Broadband Connection an ADSL connection at up to the speed specified by the product (e.g. Business 2000, Business 8000, Business 2+, Business 2+ Pro, Business Lite, Business Lite +, Business Unlimited) and/or line speed capability; Email Hosting there are two options available, (NON NAT) SMTP email only or (NAT) POP3 email only. Both email hosting options give twelve email addresses and capacity. The SMTP email option provides a static IP address block whereas the POP3 email option only provides one static IP address; (ii) for Demon Premier Broadband and SDSL services will include the following as part of the standard service; Broadband Connection with unlimited download volumes an ADSL or SDSL connection at the speed specified by the product (e.g. Premier Unlimited; or 1 or 2Mbps with 1 or 2Mbps Assured Rates. Provision of Service the Company will use reasonable endeavours to provide ADSL and ADSL2+ Services within 5 7 Business Days of the Agreement. For Service to more than 5 Premises, the lead time in relation to the provision of Services will be determined upon receipt of the application with the Company s order management department. The Company will use reasonable endeavours to provide SDSL Services within 25 Business Days of the Agreement. SDSL lead times are subject to BT OpenReach engineering resource and availability.
4. Fault Response and Care Criteria 4.1 If there is a problem associated with the Services, the Customer shall notify the Customer Service Centre (CMC). Support of the Service is coordinated by the Company 24 hours a day, 7 days a week using trained personnel and network management facilities designed to ensure the efficient operations of the Company System and continuity of Service. The contact telephone number for Business Broadband, Premier Business Broadband and SDSL Support is 0845 272 2666 The support email address is business-support@demon.net 4.2 The Customer must exhaust all investigative analysis prior to logging faults with the Customer Service Centre (CMC). It is the responsibility of the Customer to prove that all faults passed to the Company are within the Company's responsibility. To enable timely and efficient diagnostics and resolution of all suspected faults, the CMC will require a minimum level of information from the Customer when the problem is first reported and prior to logging the fault on the fault management system. For Hosting and Internet Connectivity faults this includes but not limited to; Customer contact details; Exact description of the problem; Details of any error messages; Details of any recent changes made by the Customer; Diagnostics which the Customer has carried out in an attempt to localise the fault, such as: o o o ensuring routers are connected to the BT line; rebooting the router; and/or; ensuring the router has power; 4.3 The CMC will investigate the fault and will carry out the necessary repair and then use reasonable endeavours to make contact with Customer personnel and agree that the problem has been resolved satisfactorily before closing the fault. 4.4 If a multiple Service failure occurs, the Customer will be required to prioritise the order in which lost Services are to be restored. 4.5 The fault category will be agreed with the Customer when the Customer reports the fault to the CMC in accordance with the agreed fault criticality definitions. If the parties cannot reach agreement in this regard, the clock will stop with regard to the Service Fix Time and the parties shall utilise the dispute resolution procedure set out in the Conditions. For the avoidance of doubt, during any such clock stop time, the Company will continue to affect the necessary repairs to close the fault.
5. Fault Categories, Service Fix Times and Service Credits 5.1 Demon Business Broadband The Service can have several types of faults; however these will fall within one of two fault areas; Fault Area Service Type Description Hosting Fault Internet Connectivity Fault Email Hosting Web Hosting Company Internet Network Outside Company System Faults regarding your SMTP service. Faults regarding access and visibility of your web site. Where the fault is found to be on the Company System. Where the fault is found on the CPE. The fault is on the end user access path (circuit from the Premises to the Company System). 5.1.1 Service Fix Time and Service Credits Service Type Service Fix Time Service Credit Email Hosting 8 hours 25 Web Hosting 8 hours 25 Company Internet Network 8 hours 25 Outside Company Network Standard Care - 48 working hrs, Mon-Fri, 08:00-18:00 25 5.2 Demon Premier Broadband and SDSL Services Critical Fault Service Fix Time Service Credit BT in-span handover point to the BT DSLAM (Exchange) Customer Premises to the BT DSLAM (Exchange) 8 hours 25 Standard Care - 48 working hrs, Mon-Fri, 08:00-18:00 Enhanced Care - 24 hours, 24/7 25 25 On the Company System 8 hours 25 Another Carrier Tail Circuit 8 hours 25
Set out below is the Service Fix Time and the value of the Service Credit available. 5.3 Service Fix Times The Service Fix Time figures exclude any downtime caused by the following; Downtime during an agreed Planned Outage and / or Planned Maintenance; The failure of any Customer Apparatus provided by the Customer which connects to the Service; The failure of any Equipment that cannot be rectified due to access restrictions to the Premises or circumstances beyond reasonable control of the Company; and / or The Customer's negligence or willful misconduct, or the negligence or willful misconduct of employees, agents or subcontractors of the Customer. 5.3 Service Credits Although the Company endeavours to resolve all faults within the Company System in less than 8 hours, if the Company fails to fix a Critical Fault within the Service Fix Time then, subject to the exclusions, detailed above, the Customer may be entitled to a Service Credit. In the event that the Customer makes a claim for a Service Credit, the CMC will inform the Customer if their claim is successful via email. If the claim is unsuccessful and no Service Credit is payable, the CMC will provide a brief description of why the claim was declined. Customers are only entitled to one Service Credit per calendar month and this will be credited directly into the Customer s broadband billing account. In addition to the exceptions detailed above, the Service Fix Time is subject to certain terms and conditions, as detailed below, which must be met in order to successfully receive a Service Credit. 1. How often can a Customer claim for a Service Credit? Customers are entitled to make a claim for one Service Credit per calendar month and must make that claim within 7 from when the fault was closed. 2. What do Customers have to do to claim a Service Credit? Customer can only claim Service Credits using the online credit form which can be found at http://serviceclaimform.demon.net/ 3. What types of Fault can a Customer claim a Service Credit for? Customers can only submit a claim form for a Service Credit in relation to a failure to meet the Service Fix Tim in relation to a Critical Fault. 4. Are there any other exclusions the Customer needs to be aware of? The Service Fix time does not cover the Customer Outage Procedure or the Customer Configuration Change Procedure.
6. Planned Outages and Planned Maintenance Procedures. 6.1 Company Outage Procedure This procedure will be implemented should it be found necessary for us to temporarily remove any Service provided to you. The Company will endeavour to provide a minimum of 3 Business Days notice will be given to the Customer prior to any Planned Outage and/or any Planned Maintenance. In certain circumstances, BT may carry out an emergency outage and/or maintenance work, and in such cases, the Company may be unable to provide any prior notification. The Company will endeavour to inform the Customer of outage details, date and time, via the www.demon.net website and subscribers t o announce@demon.net. It is the responsibility of the Customer to check these sources for this information on a regular basis. 6.2 Customer Outage Procedure This procedure will be used if the Customer needs to take any action that may have an effect on the Services provided by the Company. The Customer will report all potentially Service affecting maintenance work to Network Change Management by: e-mail in the first instance to changecontrol@thus.net The Customer must provide the Company with a minimum of 15 Business Days prior notice of any such work. The Company shall have no obligation to meet the Service Fix Time where the Customer fails to provide the Company with the required prior notice and proceeds to carry out the maintenance work. The Customer is required to confirm via e-mail to changecontrol@thus.net the outage commenced with the Company and when the outage is completed. 6.3 Customer Configuration Change Procedure If the Customer requires configuration changes to be made to their CPE, the CMC must be provided with the following details in order to proceed with the change; Name of the authorised Customer and contact details; Customer login details; Account number, and; Security password Thereafter, the Customer must send an email to changerequest@demon.net detailing the configuration changes required. The Company will aim to complete planned configuration changes within 2 Business Days and any emergency changes within 4 Business Day hours of receipt of the email. Please note that these timescales are dependent upon the Customer providing the Company with accurate details of the configuration changes required. Any incomplete requests will not be processed.
The Company will not be held responsible for any configuration errors carried out due to Customer inaccuracies on the email request.
7. Complaints Procedure Customers wishing to make a complaint, in the first instance should be registered with Customer Services; Telephone 0845 272 2666 Email business.service@demon.net Opening Hours: The Customer Service Team is open 0800hrs to 2000hrs, Monday to Saturday (including Bank Holidays). The following information will be requested and recorded; Detail and source of complain Date and time; Name of Customer; Contact telephone number; Installation telephone number; Hostname / username; Account number; Nature of complaint; Premise(s) affected by the complaint; and any other relevant information 7.1 Resolving a Complaint On receipt of your complaint we will acknowledge it on the same day of receipt or the next day if received after 16:00hrs. Details of your complaint will be logged in our systems. We will endeavour to contact you within 24 hours to discuss and attempt to resolve the issue, agreeing with you timescales for resolution. If, at any time, you are dissatisfied with the progress of a complaint, you may request that the matter is escalated. In this instance your complaint will be passed to the next senior member of staff who will take ownership of the complaint and will respond accordingly. This escalation path can be followed until you reach the CEO of THUS Ltd where a final decision will be issued by THUS Ltd.