(a) Product Description For Service Care Levels as set out in Table A, Part 2, Subpart 2, purchased after 9th January 2012

The following product descriptions apply to the Service Care Levels as set out in Table A, Part 2, Subpart 2.

Standard Care

Operates during the hours 8am to 5pm Monday to Friday inclusive (excluding UK Public/Bank holidays). BT will aim to respond to a fault report, where it is received before 5pm on one Working Day, by the end of the next Working Day. Work will only be carried out during Working Hours.

Prompt Care

Operates during the hours 8am to 5pm Monday to Saturday inclusive (excluding UK Public/Bank holidays). BT will respond within 4 Working Hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the Customer. If the fault is not cleared during that period BT will advise the Customer of the progress being made to clear the fault. Where BT employees are working at the site where the fault has occurred at the end of Working Hours, it may be possible for work to continue without a break at the Customer's request. However, this will only be possible if BT employees are available. BT may make an additional charge for such work.

Total Care

Operates 24 hours per day, 7 days per week including UK Public/Bank Holidays. BT will respond within 4 Working Hours of receipt of a fault report. If the fault is not cleared during this period BT will advise the Customer of the progress being made to clear the fault.

Critical Care

Customers may report faults twenty four hours per day, seven days per week including all UK public and bank holidays. BT will provide a fault repair service twenty four hours per day, seven days per week, including all UK, public and bank holidays, under which BT will aim to respond to a fault report within 2 hours of its receipt and, if the fault is not cleared within the two hour period, BT, will then advise the customer via the contact telephone number, the progress being made towards resolving the fault. BT will aim to clear the fault within 6 hours of receipt of the fault.

In respect of all care levels, at the time that a fault is first reported, the Customer must provide BT with a contact name and telephone number which BT will use to advise the Customer of the progress being made to clear the fault. BT will use these contact details during the response period.

(b) Product Description For Service Care Levels as set out in Table B, Part 2 , Subpart 2, purchased after 9th January 2012

The following product descriptions apply to the Service Care Levels as set out in Table B, Part 2, Subpart 2.

Prompt Care

Customers may report faults twenty four hours per day seven days per week including all UK, Public and Bank holidays. BT will provide a fault repair service operating during the hours: 8am to 6pm Monday to Saturday (excluding UK Public and Bank holidays). BT will respond to a fault within 4 Working Hours of its receipt and if the fault is not cleared within the 4 hour period BT will advise the customer via the Contact Telephone Number of the progress being made towards resolving the fault. BT will aim to fix the fault by the end of the next working day.

Where BT employees are working at the site where the fault has occurred at the end of Working Hours, it may be possible for work to continue without a break at the Customer's request. However, this will only be possible if BT employees are available. BT may make an additional charge for such work.

Total Care

Customers may report faults twenty four hours per day seven days per week including all UK, Public and Bank holidays. BT will provide a fault repair service operating during the hours: 8am to 9pm Monday to Sunday including UK, Public and Bank holidays. BT will respond to a fault within 4 Working Hours of its receipt and if the fault is not cleared within the 4 hour period, BT will advise the customer via the Contact Telephone Number of the progress being made towards resolving the fault. BT will aim to fix the fault within 24 hours of the fault report being reported.

Critical Care

Customers may report faults twenty four hours per day, seven days per week including all UK, Public and Bank holidays. BT will provide a fault repair service twenty four hours per day, seven days per week, including all UK, Public and Bank holidays. BT will respond to a fault report within 2 hours of its receipt and if the fault is not cleared within the two hour period, BT, will then advise the customer via the contact telephone number, the progress being made towards resolving the fault. BT will aim to fix the fault within 6 hours of the fault being reported.

Notes:

The following applies to all Service Care Levels in (a) and (b) above:

At the time that a fault is first reported, the Customer must provide BT with a contact name and telephone number which BT will use to advise the Customer of the progress being made to clear the fault. BT will use these contact details during the response period.