BT will be carrying out a phased withdrawal as follows:

BT Assurance Plus will be withdrawn

(a) with effect from 30th November 2011 from Customers who receive BT Assurance Plus at no additional charge (excluding customers on BT Business One Plan, BT Business Plan and Business Reward) and

(b) between 30th November 2011 until 30th September 2012 from all other Customers including

i) those who receive this as a benefit (at no additional charge) within a calls & lines packages such as but not limited to BT Business One Plan, BT Business Plan and BT Business Reward

ii) those customers who pay an additional charge for BT Assurance Plus

BUSINESS ONLY

Available for PSTN, ISDN, Broadband, VOIP, Mobile, and ICT.

Fault Reporting

Customers will be able to report faults 24/7*, including Public and Bank Holidays via a single point of contact direct to an agent and BT will start remote diagnostics.

* For Mobile - customers will be able to report lost or stolen phone for call barring 24/7, all other faults Monday to Friday during working hours of 08:00 to 18:00.

Engineer Visits

BT's engineer will carry out visits, where required as follows:

For ISDN2, ISDN30 and PSTN lines during working hours of 08:00 to 18:00 hours Monday to Saturday (excluding Public and Bank Holidays).

If staff are available BT may, at the customer's request, continue to work on a fault outside working hours without a break. BT will raise additional charges for the extra working hours ( Section 15:Timescale Charges).

Fault Repair

BT will repair the fault by end of next working day (up to 23:59 hours)

Where BT fails to meet the repair timescales, customers may be entitled to claim under the Customer Service Guarantee, if applicable (Customer Service Guarantee).

Please note:

1. Sundays and Bank Holidays are not normal working days.

2. Working day for fault repair is up to 23:59 hours.

Provision of Temporary Mobile Solutions

Customers who experience a fault resulting in major service outage, may be offered, the short term loan of Mobile Office services for emergency usage only, subject to availability and at BT's discretion.

This is designed to provide short term contingency cover for the duration of the fault and is not intended to replace the customer's existing service.

1. ELIGIBILITY

a) Customers must rent a BT landline (not a BT wholesale line) and;

b) Backup service supplied for faults over 3 days and;

c) Faults must be on BT maintained network/equipment and not customer owned apparatus and;

d) Data backup solutions will only be supplied to customers with BT Broadband and;

e) Customer has no other form of communication and;

f) Customer has total loss of service with business critical needs

2. CONDITIONS FOR PROVISION OF EQUIPMENT

Customers will be made aware of the agreed delivery time and BT will endeavour to deliver the goods at the agreed time.

a) The goods must be returned to Cellhire within 14 days of the fault clearing and BT notifying the customer of fault clearance.

b) The goods must be returned in the same condition as they were issued.

c) The goods are only to be used for the purpose for which they are supplied e.g. usage is restricted to the particular site and telephone number where the fault has occurred.

BT reserves the right not to offer these services to customers who have failed to return equipment on time or at all, or returned equipment in an unsatisfactory condition, should a further fault occur.

3.CONDITIONS ON USAGE

Customers are provided with a call/data allowance on their equipment. The calls incurred during the loan of the equipment are subject to the following limits:

Voice Calls - subject to £100 call limit for the duration of the fault

Data - subject to 1GB data usage for the duration of the fault

Once these limits have been reached then BT reserves the right to apply a network bar to prevent further usage. For mobile calls, customers will still be able to receive incoming calls but not make outgoing calls. For data usage, customers will not be able to use or transfer additional data.