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 or hires equipment to customers, StandardService Fault Repair service (Standard Care) isLevels includedare availablein theto rental.customers Enhancedas maintenanceset servicesout (Promptin & 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.Section 14:Part 1:Subpart 2:

Prompt Care is included in the rental, at no 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: (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).

With effect from 13 May 2008 a customer may not take different levels of Enhanced Maintenance Services across its primary line and auxiliary line group. If a customer takes an Enhanced Maintenance Service (PromptCare, Total Care & BT Assurance Plus) the customer must have the same level of maintenance service across both its primary line and auxiliary lines, and will be charged the appropriate charges for the Enhanced Maintenance Service selected , on each line /channel (excluding services provided within line rental tariff). This applies to all types of lines and channels.

Existing customers who have different levels on their lines will have until 30 June 2008 to advise BT of the level of Enhanced Maintenance Service they require on all their lines/channels. After 30 June 2008 customers will be charged for all of their lines at the appropriate charge for the Enhanced Maintenance Service taken.

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 carriesto carry out routinework inspectionto and/orremedy testing of the equipment in accordance with BT's normal practice for that kind of equipment. When a customerfault or its agent telephoneson BT to report a fault in the equipment or service,apparatus whichBT willBT respondis responsiblein accordancefor withmaintaining, butthe appropriateno service.such Thefault iscustomer shouldfound provideto BTexist, withthe customera contact name(s) and telephone number which will be chargedthe customer'fors contact point throughout the responsevisit period(Section 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 Part Visit Charges).

Service Care Levels for Business

The levelsService ofCare serviceLevels, unlessfor otherwisebusiness agreedare definedin writing at the time of signature of the contract, are defined below.

If BT fails to repair a Service Failure in accordance with the Service Care Level chosen. Customers may be entitled to claim under the Customer Service Guarantee. Details of the Services to which the Customer Service Guarantee applies can be found in Customer Service Guaranteeand the Customer Service Guarantee can be found at www.bt.com/terms

The levels of service available are defined in Conditions for Maintenance Service for Customer Premises ? Core Conditions and Service Schedule (BT2105 & BT2105A).

Charges for Prompt and Total Care are additional to Standard Care and Standard Rental and apply during warranty periods for BT sold items when Standard Care charges may not be applicable. The maintenance of customers' privately owned equipment will be undertaken in accordance with BT's Conditions for Maintenance of Privately Owned equipment. Service Care definitions and prices appear in the relevant section for the product. (see Section 5:Section 6:& Section 41:).

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