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:
(a) providing advice by telephone, including advice, where appropriate, as to tests and checks to be carried out by the Customer;
(b) where possible, carrying out diagnostic checks from BT premises; or
(c) where considered necessary by BT, visiting the Sites or a point in the BT network only if the action in (a) or (b) above does not result in the fault being diagnosed or cleared. BT shall take all proper steps to correct the fault without undue delay, in accordance with the applicable Service Care Level. If a fault in the Service is reported by the Customer and BT does work to correct it but finds there is no such fault, or finds it has been caused by some act or omission of the Customer or if BT agrees to attend a Site outside the normal working hours appropriate to the applicable Service Care Level, BT may charge the Customer for the work. When the fault has been cleared, BT will, unless otherwise agreed, immediately contact the Customer to notify them that the Service has been restored. The Customer will confirm within twenty (20) 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 f...
Helpdesk and Fault Management. 10.1 The Service will be maintained during normal working hours, unless the Customer has specifically ordered other service options.
10.2 Helpdesk: the Helpdesk provide first line support during working hours to the Customer via a national rate number. The Helpdesk will resolve technical and commercial queries, carry out administration for the Service, receive and record Customer faults and issue a reference number. Online Systems will use the reference number assigned to a fault with the Customer regarding that number.
10.3 Online Systems will respond only to faults in the Service that are reported by the System Administrator. Online Systems will not respond to any other person in relation to any reported fault. Online Systems accepts no responsibility for any faults on any service, facility or equipment not provided by Online Systems to the Customer under this Contract.
10.4 The Customer acknowledges that, prior to reporting a fault to Online Systems in accordance with this paragraph 10.4, it will carry out an initial diagnosis to ensure that only faults in the Service are reported to Online Systems. To enable the Customer’s faults to be logged accurately, when reporting a fault, the Customer will provide all information reasonably required by Online Systems in connection with the fault, such as the Site location or service/circuit number.
10.5 Following the report of a fault in accordance with the procedures specified above, Online Systems will respond by carrying out one or more of the following actions:
i. Providing advice by telephone, including advice, where appropriate, as to tests and checks to be carried out by the Customer;
ii. Where possible, carrying out diagnostic checks from Online Systems premises; or
iii. Where considered necessary by Online Systems, visiting the Sites or at a point in the network only if the action in 10.5 (i) or (ii) above does not result in the fault being diagnosed or cleared.
10.6 Online Systems shall take all proper steps to correct the fault without undue delay, in accordance with the Customer’s Service Level Agreement.
10.7 If a fault in the Service is reported by the Customer and Online Systems does the work to correct it but finds there is no fault, or finds it has been caused by some act or omission of the Customer or if Online Systems agrees to attend a Site outside normal working hours, Online Systems may charge the Customer for the work.
10.8 When the fault has been cleared, the Online Systems Customer Servic...
