Helpdesk and Fault Management Sample Clauses

Helpdesk and Fault Management. The Service will be maintained to the Service Care Level detailed in the BT Price List unless otherwise agreed by the Parties. BT will respond only to faults in the Service which are either reported under the Support Services Section (if applicable) or by the Customer Contact. BT will not respond to any other person in relation to any reported fault. BT accepts no responsibility for any faults on any service, facility, or equipment not provided by BT to the Customer under the Service Schedule. Calls to the Repair team (0800 085 3785) will be answered 24 hours a day, 7 days a week, 365 days a year. The Repair team will not deal with Helpdesk queries. The Customer acknowledges that, prior to reporting a fault to BT in accordance with this paragraph; it will carry out an initial diagnosis to ensure that only faults in the Service are reported to BT. To enable the Customer’s faults to be logged accurately, when reporting a fault the Customer will provide all information reasonably required by BT in connection with the fault, such as the Site location or service/circuit number. BT will then give a fault reference number to the Customer. Following the report of a fault in accordance with the procedures specified above, BT will respond by carrying out one or more of the following actions:
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Helpdesk and Fault Management. 10.1 The Service will be maintained during normal working hours, unless the Customer has specifically ordered other service options.
Sample 1

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