Common use of Inbound Voice Service Clause in Contracts

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package (Price Component) [REDACTED] Annex 2: Service Package (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package (Price Component) [REDACTED] Annex 2: Service Package Template (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTEDTo be provided by the Supplier] Annex 1: Service Package Template (Price Component) (See Schedule 1 Annex 1 Service Package Template RM1035) [REDACTEDGuidance Note: Attachment 5b of the Procurement Documentation] Annex 2: Service Package Template (Service Description Component) (See Schedule 1 Annex 2 Service Package Service Description Template RM1035) [REDACTEDGuidance Note: Attachment 5c of the Procurement Documentation] Annex 3: Instructions for Completing a Service Package Template (See Schedule 1 Annex 3 Service Package Template Guide RM1035) [Guidance Note: Attachment 5d of the Procurement Documentation] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Supplier and Authority shall agree in writing the spend under management target and price savings target within one (1) month of the Commencement Date. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:Key Performance Indicator (KPI) KPI Target Measured by

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package (Price Component) [REDACTED] Annex 2: Service Package (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet m eet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package Template (Price Component) [REDACTED] Annex 2: Service Package (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package (Price Component) [REDACTED] Annex 2: Service Package (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below:

Inbound Voice Service. The Supplier shall provide a range of Inbound Voice Service options, including as a minimum (but not necessarily limited to): 03xx number services 05xx number services 08xx number services 09xx number services The Supplier shall be able to provide a range of service features related to inbound voice calls as listed in the Supplier’s entries in the Service Catalogue and described in the Supplier’s Service Description. The Inbound Voice Service shall enable revenue sharing of the charges for the inbound calls. The Supplier shall monitor the Inbound Voice Service to detect and prevent the fraudulent use of the Services by external parties. The Supplier shall ensure that the Inbound Voice Service can provide for the legal interception of calls whereby an authorised organisation can intercept and optionally record calls in accordance with legal requirements. Part B Supplier Service Descriptions LOT 1 VOICE CONNECTIVITY SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 VOICE CALLS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 BROADBAND SERVICES SERVICE DESCRIPTION [REDACTED] LOT 1 DATA ACCESS SERVICES SERVICE DESCRIPTION [REDACTED] LOT 2 INBOUND SERVICES SERVICE DESCRIPTION [REDACTED] Annex 1: Service Package (Price Component) [REDACTED] Annex 2: Service Package (Service Description Component) [REDACTED] – Key Performance Indicators INTRODUCTION This Framework Schedule sets out the KPIs by which the Supplier’s overall performance under the Framework Agreement shall be monitored and managed. The Authority reserves the right to adjust, introduce new, or remove KPIs throughout the Term, however any significant changes to KPIs shall be agreed between the Authority and the Supplier in accordance with Clause FW-26 (Variations). The Supplier shall comply with all its obligations related to KPIs set out in this Framework Agreement and shall use all reasonable endeavours to meet the KPI Targets identified in the following table: The KPIs from which performance by the Supplier of the Framework Agreement will be reported against are set out below: