Where BT provides telecommunication service or hires equipment to Residential customers, Standard Fault Repair service (Standard Care) is included in the rental. Prompt & Total Care are also available for telephone service and/or equipment at the charges shown. Customers with privately owned equipment may also arrange for BT to provide Standard, Prompt or Total Care maintenance.

BT carries out routine inspection and/or testing of the equipment in accordance with Bt's normal practice for that kind of equipment. When a customer or its agent telephones BT to report a fault in the equipment or service, BT will respond in accordance with the appropriate service. The customer should provide BT with a contact name(s) and telephone number which will be the customer's contact point throughout the response period to enable BT to advise on the progress being made to clear the fault. BT will provide advice by telephone including, where appropriate, tests and checks to be carried out by the customer and, where possible, carry out diagnostic checks from BT premises. If this does not diagnose or clear the fault BT will, if necessary, visit the customer's premises. Faults will be corrected by repair or, at BT's option, by replacement in whole or in part. Expended consumable items will be replaced and a charge will be made for the new items. Where a customer requests BT to carry out work to remedy a fault on equipment or apparatus which BT is responsible for maintaining, but no such fault is found to exist, the customer will be charged for the visit (Section 15:Visit Charges).

The levels of service available are defined in paragraph 8 of the BT Telephony Service Terms.

http://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTitle=Terms

Where BT provides telecommunication service to customers, Service Care Levels are available to customers as set out in Section 14:Part 1:Subpart 2:

PromptThe Service Care isLevels includedare applicable to linesin theonly rental,and atany noreference extrato charge,faults foris Businessonly PSTN,applicable ISND2/ISDN2Eto faults on the actual line and ISDN30does unlessnot otherwiseapply stated.to Totalcircumstances Carewhere iscustomers availableare atunable theto chargesaccess certain showntypes inof call, such as, but not limited to, International Direct Dialled calls. (Pricing)

Prompt and Total Care Serviceis Careincluded Levels are available on other businessin telecommunicationthe services asrental, detailedat noin extra charge, for Business PSTN, ISND2/ISDN2E and ISDN30 unless otherwise stated. Total Care is available at the charges shown in Section 14:Part 1:Subpart 3: (Eligibility(Pricing) at the charges shown (Pricing).

Prompt and Total Care Service Care Levels are available on other business telecommunication services as detailed in Section 14:Part 1:Subpart 2: (Eligibility) at the charges shown Section 14:Part 1:Subpart 3:(Pricing).

Customers may not take different Service Care Levels across primary and auxiliary line groups. Customers who take one of the Service Care Levels must have that same Service Care Level across all its lines and will be charged the appropriate charges for the Service Care Level selected, on each line /channel (excluding services provided within line rental tariff). This applies to all types of lines and channels.

Where a customer requests BT to carry out work to remedy a fault on equipment or apparatus which BT is responsible for maintaining, but no such fault is found to exist, the customer will be charged for the visit (Section 15 Part Visit Charges).

Service Care Levels for Business

The Service Care Levels, for business are defined below.

The Service Care definitions included in this part of the Price List do NOT apply to CPE.