Reporting faults. (i) You may report faults in relation to a Service or the Network by contacting our help line during its operating hours.
(ii) Before reporting a fault, you must take all reasonable steps to ensure that the fault is not caused by equipment which is not part of the Network.
(iii) You must not report a fault directly to one of our Partners unless we ask you to do so.
(iv) If you report a fault that turns out to be a ‘false alarm’, or not to relate to the Network, we may make a reasonable charge for our effort and expenses in responding to your report.
Reporting faults. Clause 11.6 requires the Service provider to provide certain information. Clause 11.7 states that where that information is not provided, the Service Level Terms will not apply.
Reporting faults. (i) You may report faults in relation to a Service or the Network by contacting our help line during its operating hours.
(ii) Before reporting a fault, you must take all reasonable steps to ensure that the fault is not caused by equipment which is not part of the Network.
(iii) You must not report a fault directly to one of our Partners unless we ask you to do so.
(iv) If you report a fault that turns out to be a ‘false alarm’, or not to relate to the Network, we may make a reasonable charge for our effort and expenses in responding to your report.
(c) Repairing faults
(i) We will use reasonable efforts to repair faults in Our Facilities within a reasonable period.
(ii) We will use reasonable efforts to have our Partners repair faults in Partner Facilities within a reasonable period.
(iii) You are responsible for maintaining and repairing your own equipment (except where we supplied it and you have warranty rights in relation to a fault).
Reporting faults a) We will provide a 24 hour fault reporting service for you to report faults.
b) Before you report a fault to us, you must take all reasonable steps to ensure that the fault is not caused by any equipment that we are not responsible for such as equipment that is owned by you or is not provided by us for you to use in connection with the service.
Reporting faults. Customers of Go Cloud Communications can lodge faults directly with the support team. Faults can be reported in two ways: • 1. By calling Go Cloud Communications on 0333 012 4785
Reporting faults. If there is any fault of an agreed service, troubleshooting shall commence at the time of proper reporting by the customer in the form of a fault report (by phone or in the customer interface), including information on the start and, as far as possible, reason of the fault and duration of the fault, and opening of a ticket by the support employee. The fault report shall be documented in the ticket system this way. The service level shall not be granted if the fault is reported by fax, email, or ticket. The support team shall inform the customer when the fault has been removed and any hardware defect remedied. At the same time, the ticket shall be closed. The time of this action shall define restoration of availability of the service.
Reporting faults. If you experience a fault with any of your Services, you may report that fault by calling us on 131 999. Before reporting a fault to us, you must take reasonable steps to ensure the fault is not caused by anything on your side of the Network Boundary Point.
Reporting faults. You must promptly notify the Service Desk of any fault You or Your Associates identify or experience during the Warranty Term, whether or not You require Support Services as a result.
10.1 We will provide You with the Support Services for the Warranty Period.
10.2 Where You, on reasonable grounds, believe the Works are not satisfactorily completed to the Specification You may contact the Service Desk with details of the fault.
10.3 If the fault is:
(a) Notified to Us within the Warranty Period; and
(b) We do not dispute the fault; and
(c) not of the nature referred to in clause 10.4, We agree to repair those faults at no cost to You.
10.4 If the fault:
(a) arises where it is apparent You have or are using the Works other than for the purpose intended;
(b) is notified to Us after expiry of the Warranty Period;
(c) arises as a result of Viruses;
(d) is covered by a Manufacturer‟s Warranty set out in clause 11; or
(e) relates directly or indirectly to repairs arising because of a Manufacturer‟s Failure, We will provide You with an estimate of the costs of those repairs and the terms and conditions on which those repairs will be carried out. On receipt of that estimate and the terms and conditions, You may elect whether or not to proceed with the repairs.
Reporting faults. (a) If there are any faults with the Services of the Equipment provided by us or our Suppliers, you should report it to us via email at xxxxxxx@xxxxxxx.xxx.xx or the fault line number provided to you in the Critical Information Summary for the relevant Service or otherwise found on our Website.
(b) Where you report a fault with the Services, you must liaise with us to identify the cause of the fault and you must provide all reasonable assistance to test the Services and Equipment and the relevant wiring and, if requested, provide the results of such tests to our support staff.
(c) We will aim to rectify any faults in the Services or Equipment within a reasonable time frame and in accordance with any service level agreement specified in the Critical Information Summary, Application or elsewhere on the Website.
(d) You acknowledge that, a site visit by us or our Supplier’s may attract a call-out fee where the fault or issue is caused by any hardware or software components, third parties’ equipment or services which are outside the scope of the Services provided under this Agreement.
(e) You acknowledge that we are not responsible for rectifying any faults:
(i) which are not reported to us;
(ii) which require your reasonable assistance to locate and rectify where that assistance is not provided by you; and
(iii) which originate from the system or network of a third-party service provider which are wholly out of the control of LeapCom or our Suppliers.
Reporting faults. (a) The Customer may report a Fault to the Uecomm NOC at any time.
(b) Faults may only be reported in accordance with this clause 7.
