IP Clear Super-fast ("the Service") is a new IP Clear variant. The Service provides delivery of Super-fast Access Connections using Fibre to the Cabinet (FTTC) with a range of speeds of up to 40 Mb/s in the downstream and up to 10Mb/s in the upstream.

Service delivered via Fibre to the Cabinet (FTTC)

The Service provides Access Connections which use fibre for part of the delivery. There is a higher line rate of of up to 40Mbit/s downstream and optionally up to 10Mbit/s.

The Service does not operate at fixed speeds. The downstream and upstream speeds are not guaranteed and will vary on a number of factors, including without limitation the proximity of the Site to the BT local exchange, the length and quality of internal Customer wiring, the processing speed of the modem, the speed of the connection between the Customer's computer and the modem and levels of congestion on the BT network. The Customer agrees that BT is not liable for the Service failing to reach specified speeds.

Dynamic Line Management is a feature of IP Clear Super-fast and will occur to stabilise the line at the most appropriate speed and this may result in short outages (lasting several seconds). The Customer acknowledges and agrees that such outages are not faults in the Service , and BT will only accept faults in where the Customer experiences a continuous loss of Service exceeding 3 minutes.

The Customer must have a contract for the use of a BT provided analogue direct Exchange Line which terminates on a BT public switched telephone network master socket forming part of the BT Network for the duration of the Contract

Requests for Service are subject to survey.

If the request is rejected BT will notify the Customer of the reasons for the rejection, indicating whether the survey shows that the supply of Service is not technically feasible, or if other circumstances beyond BT's reasonable control prevent BT from providing the Service.

BT will accept or reject each Service request. The Customer acknowledges that the acceptance of an order and the installation of the devices does not mean that the Service can be successfully activated and in some cases the Service may need to be withdrawn. In such circumstances BT will refund any charges paid in advance by the Customer and if BT has provided any devices to the Customer, the Customer agrees to allow BT to recover those devices.

Service Level Guarantee

The Service Level Guarantee (SLG) Scheme in Subpart 11 does not apply to the Service.

Changes

Where a Customer wishes to change an existing access type to the Service, the Customer must place a cease and provide order.

Where a Customer wishes to change an existing bandwidth on the Service, the Customer must place a regrade order. For example changing from a Standard 40/2 to 40/10.

Where a Customer wishes to change from one Service option to another, the Customer must place a regrade order. For example changing from a Standard Service to a Premium Service.

Care Levels

The following Care levels are available for the Service Options as set out below and are defined as follows. The Customer's selection will be shown on the Order.

Standard Care

Customers can report faults twenty-four hours per day seven days per week including all National, Public and Bank Holidays. BT will provide a UK fault repair service operating between 8am and 6pm per day from Monday to Saturday excluding all National, Public and Bank Holidays. BT will aim to clear the fault within forty hours of receipt but will not be liable for failure to do so, excluding periods which fall within excluded holidays and excluding periods not covered by the care level.

Enhanced Care

Customers can report faults twenty-four hours per day seven days per week including all national, public or bank holidays. BT will aim to clear the fault within twenty-four hours of receipt but will not be liable for failure to do so.

Express Care

Customers can report faults twenty-four hours per day seven days per week including all national, public or bank holidays. BT will aim to clear the fault within seven hours of receipt but will not be liable for failure to do so.

Service Options

The Service offers 3 access variant options:

Super-fast Standard

This option is offered with Broadband Enhanced Care on ADSL Connect lines. Express Care on Super-fast Standard is available at an additional charge.**

The following throughput target is offered with Super-fast Standard:

A bandwidth speed of 12Mbps for 90% of the time over the busiest 3 hour period. (the measurement is made during the 3 busiest hours of the day).

The Customer acknowledges and agrees that BT is not liable for failure to achieve this target.

DSCP EF and AF Class of Service is not available under this option.

Discounts do not apply to Super-fast Standard, although Super-fast Standard rental charges will contribute to the overall spend which determines the discount level for Services eligible for discounts.

Super-fast Premium

This option is offered with Express Care.

A bandwidth speed of 8Mbps for of 90% the time over the busiest 3 hour period. (the measurement is made during the 3 busiest hours of the day).

The Customer acknowledges and agrees that BT is not liable for failure to achieve this target.

Super-fast Premium is provided using an "Elevated" profile where User traffic is given preferential weighting providing higher throughput under congestion.

DSCP EF and AF Class of Service is not available under this option.

Discounts apply to Super-fast Premium. Super-fast Premium rental charges will contribute to the overall spend which determines the discount level for Services eligible for discounts;

Super-fast Backup

This option is offered with Broadband Standard Care on ADSL Connect Broadband Enhanced Care on ADSL Connect lines and Express Care are available at an additional charge.**

Super-fast Backup is an access variant of the Super-fast Service and can only be used as a backup service for resilience purposes.

Super-fast Backup can be used as backup for the following access types only: ADSL Connect ADSL2+, ADSL Connect Premium, ADSL Connect Plus, Leased Line up to 155M, 10M Flex, 10M Flex Local, 100M Flex, 100M Flex Local, 1000M Flex, 1000M Flex Local and 10M EFM. Super-fast Backup must not be used on 20CN delivered ADSL Plus and ADSL Premium.

No throughput target is offered with Super-fast Backup.

Superfast Backup does not support the EF and AF DSCP Class of Service.

No diversity is guaranteed for the purposes of resilience. For full resilience a Secure Access Circuit or Secure+ Access Circuit must be selected by the Customer under this Contract.

Discounts do not apply to Super-fast Backup. Super-fast Backup rental charges will contribute to the overall spend which determines the discount level for Services eligible for discounts.

** Charges available on application

Appointment type

Appointment type can be either "standard" or "timed".

If "timed" is chosen on an Super-fast Standard or Back UP then a charge of £50 (exc VAT) will apply. If "timed" is picked for Premium then no charge is raised.

There is no charge for a standard appointment.

Regrades on Super-fast: Only regrades between speeds are allowed. Customer sites that require a change of speed (for example regrade from Standard 40/2 to Standard 40/10) will incur a regrade charge of 100(exc VAT).

Regrade from Standard Service to Premium Service is not yet available.

Cancellation Charges

The Customer is liable to pay cancellation charges if the Customer cancels the Service before the Contractual Delivery Date (CDD) or the Operational Service Date (OSD). The Cancellation Charges raised reflect the amount of work undertaken and are calculated on the number of Working Days between the date the Customer requests cancellation and the CDD.

The Customer agrees that once delivered, Access Connections have a standard 12 months Minimum Period;

The Customer must give the cancellation date in writing.

Access Connections Provided within 10 Working Days of Date of Order

The Customer agrees that in addition to the Cancellation Charges, it will pay for all additional work, (e.g. duct) which is separately identified on the Customer Requirements Form (CRF) and which has been specifically incurred as a result of that Order.

If the Customer requests amendments to the CDD and subsequently cancels the Order, the cancellation charge will be calculated from the date that the Customer notifies BT of the first amendment of the original CDD.

IP Clear Super-fast in the UDS scheme

Discounts do not apply to Super-fast Standard and Super-fast Backup, although Super-fast Standard and Super-fast Backup rental charges will contribute to the overall spend which determines the discount level for Services eligible for discounts.

Discounts apply to Super-fast Premium.