On Time Delivery

The Service Level Guarantee for On Time Delivery relates to the Contractual Delivery Date (CDD). In the event that the service has not been installed by the last CDD as advised in writing by BT, the Customer can claim a credit on the Access and Class of Service ( COS) rental ( if applicable) as detailed in the terms below:

Standard, Secure and Secure+ Access

The rebate will be one (1) day's Rental per Access Connection for each day following the Contractual Delivery Date (CDD).

Rebates can be claimed to a maximum of 10 days.

Customers must claim an SLG rebate in accordance with the process outlined in this section.

In order to qualify for payment under the SLG, the Customer must have claimed against an Access ID for the delay in the provisioning of an Access Connection.

Claims must be made within 30 days of installation and commission of each individual Access Connection, or 30 days following completion of installation and commissioning of a new VPN.

All claims must be verified by BT before payment can be made, using the relevant Access ID.

Claims must be made by using, and completing, a standard e-mail template Claim Form and sending it to vpnslg@bt.net

An acknowledgement e-mail shall be sent to the Customer on receipt of the Claim Form e-mail.

A response letter agreeing or disallowing the claim will be sent to the Customer by e-mail and ordinary post.

Service Availability and Restoration

In the event of service unavailability and restoration, BT will provide a credit on the Access Connection Rental and CoS Rental (if applicable) as detailed below.

Standard Access

The SLG for Standard Access applies to each full hour over 1 hour's aggregated downtime in a Month as detailed in the table below.

The Customer may claim a rebate for up to a maximum of 10 days' rental.

Secure Access

The SLG for Secure Access applies over 0 hours aggregated downtime in a Month for each full or part hour.

The Customer may claim rebates up to a maximum of 10 days' rental.

Secure+ Access

The SLG for Secure+ applies over 0 hours aggregated downtime for either the Primary or Secondary Access Connection in a Month for each full or part hour.

The Customer may claim rebates up to a maximum of 10 days' rental.

In the event that both the Primary and the Secondary Access Connection fail at the same time, then the Customer will receive a standard rebate of 90 days' rental.

The Customer must claim an SLG rebate.

In order to qualify for payment under the SLG, the Customer must have reported a fault on availability against an Access Connection using its Access ID number.

Claims must be supported by a Problem Ticket, raised either by the Customer or BT, at the time of the problem.

If there are Eligible Failures, claims must be made in writing before the end of the next calendar month following the date of the restoration of Service to the Access Connection.

Faults running over the end of a calendar month shall be carried forward to the next month.

Faults must be verified by BT before payment can be made. This includes faults reported by the Customer and faults raised by BT.

BT will verify the Access Connection claim using the relevant Problem Ticket Number and the relevant Fault Report Number. The validation process determines the start and duration of the loss of service availability.

Claims must be made by using, and completing, a standard e-mail template Claim Form and sending it to vpnslg@bt.net

On receipt of the Claim e-mail, BT will send an acknowledgement e-mail to the Customer.

BT will then send a response letter agreeing or disallowing the claim, by e-mail and ordinary post.

Core Performance

In the event of Core Performance failing to meet targets, BT will provide a credit on the Access Connection and CoS Rental (if applicable) as detailed below.

Guarantees for Core Performance are as follows:

The SLG applies if any of the following average Monthly Core Performance targets are exceeded:

The SLG for AF within the DSCP CoS model is the same for each of the AF classes, AF4, AF3, AF2 and AF1.

Standard, Secure and Secure+ Access

The Customer may claim Rebates as follows.

One (1) day's Rental, (Access Connection Rental and CoS Rental - if applicable) if the Performance is exceeded as follows:

Two (2) day's Rental, (Access Connection Rental and CoS Rental - if applicable) if the Performance is exceeded as follows:

The Customer must claim an SLG rebate.

In order to qualify for a payment under the SLG, the Customer must have reported a fault which must be related to Core Performance.

Claims must be supported by a Problem Ticket, raised either by the Customer or BT, at the time of the problem.

If there are Eligible Failures, claims must be made in writing before the end of the next calendar Month following the date of the reported failure.

Faults running over the end of a calendar month will be carried forward to the next month.

Faults must be verified by BT before payment is made. This includes faults reported by the Customer and faults raised by BT.

BT will verify the Core Performance claim using the relevant Problem Ticket Number and the relevant Fault Report Number.

Claims must be made by using, and completing, a standard e-mail template Claim Form and sending it to vpnslg@bt.net

On receipt of the Claim Form, BT will send an acknowledgement e-mail to the Customer.

BT will then send the Customer a response letter agreeing or disallowing by e-mail and ordinary post.

Service Level Guarantee (SLG), Rules and Exceptions

Claims for rebates agreed by BT in accordance with the Service Level Guarantee will be paid to the Customer as a credit to the Customer's charges for the Service on the Customer's invoice unless the Service has terminated in which case a specific payment will be made.

The Customer shall be advised the total amount of rebate due.

A Rebate will be shown in a single line on the Customer's bill for the next invoiced period, and will be on a Virtual Private Network basis. Rebates shall not include VAT.

Rental is defined as the base Access Connection Rental applicable to the Site Access Connewction (including resilient Access Connections) including chargeable Class of Service bandwidths; for a contract term of 1 year. Dial Ports are excluded.

The Service Level Guarantee will not apply where:

• (a)A claim is made within the first 30 calendar days of a new installation or re-configuration of the existing service;
• (b)The failure of the Service is a result of any suspension of the Service under the provisions of this Contract;
• (c)The incident is due to a fault on either the Customer's network or Customer equipment configuration, past the Service interface;
• (d)A fault on BT's network is due to action taken by the Customer;
• (e)BT has not observed or confirmed faults and delays in the delivery of the Service as reported by the Customer.
• (f)Disruptions occur within a pre-notified engineering works window/planned maintenance.
• (g)A Customer Access Connection fails due to suspension of the Service for breach of Contract by the Customer or where paragraph 16 of the Conditions applies.
• (h)Individual outages of less than 10 seconds, as timed by BT, do not qualify towards the total outage time, in assessing a claim.

ADSL Plus accesses and all ADSL Connect services are currently excluded from the SLG scheme . ADSL PremiumAccessPremium andis 10M EFM Access are part of the Core Performance SLG, however, it ADSLis Premium and 10M EFM as access types are not included in the On OnTime TimeDelivery Deliveryor orService ServiceAvailability Availability SLG.