Service Specific Terms and Conditions for Lines & Calls services provided by the Company
1. Definitions - additional to those in the Main Terms and Conditions
2. The Company will procure Service to the Customer as detailed on the order. The Company, or its principles may at time to time without notice vary the Service for technical, operational or other reasons within its entire discretion.
3. The Company will use reasonable endeavours to procure a continuous high quality Service in accordance with our SLA’s and the Customers chosen / purchased service levels.
4. The Company will use reasonable endeavours to report to its principles any fault on the Network, which is reported to it by the Customer. The Company shall not be liable to the Customer for any losses incurred as a result of any interruption to the Service.
5. If a fault is caused by the Customer Equipment, by breach of this Agreement by the Customer, or by the Customer’s negligence, or if a fault occurs on the Customer’s premises or land, then the Company may recover all reasonable costs incurred from the Customer.
6. Missed appointments, in the event that a visit is required to the Customer’s premises for any reason an appointment will be advised, if this appointment is missed by the Customer then a missed appointment charge will be added to the Customer’s monthly bill to cover expenses incurred.
7. Where a fault is reported by the Customer and engineers are despatched to the Customer’s premises and the fault is determined to be within the Customers control and responsibility then the Customer accepts liability for the costs associated with the engineer call out at the current prevailing rate from either the Company or its chosen services provider. This charge will be automatically added to the Customer’s account and be collected during the next billing run.
8. The Company shall be entitled to suspend Service in order to maintain or improve the Network or if obliged to do so by virtue of any direction or request from any Government Department, Emergency Service, Regulatory or Administrative Authority, or by its principles, or for any other reason whatsoever. The Company will use reasonable endeavours to give the Customer notice of such suspension as reasonably practicable normally via the support section of the IC website.
9. The Company shall not be liable to pay any termination fees or other charges payable to the Customer’s previous supplier(s) of telecommunications services. The Company will assume that the Customer is free to move any / all of its services to the Company and has the authority and permission to do so, the Customer indemnifies the Company against any subsequent claims or losses that may result.
10. The Customer undertakes to;
Inclusive Minutes / Free Calls for Digital Phone Lines
The inclusive calls are applicable to all calls over the Digital Phone Lines only.
Minutes are provided at the start of each month and unused minutes expire at the end of each month (do not roll over). Calls are deducted in 1 minute blocks from the allowance and a single call limit of 60 minutes is applied. Should a call exceed 60 minutes then normal call charges will apply for that call, in order to avoid charges simply hang up and re-dial before the hour is up.
For Unlimited plans a maximum fair usage limit of 5,000 minutes is applicable and calls must be placed to a fair mixture between landline and mobile. These lines are specifically not for call centre or auto dialler use.
Document Revision 1.1 - 05-02-2021
Article ID: 26
Created: Tue, Jul 25, 2017
Last Updated: Fri, Feb 5, 2021
Author: Mark Simcoe
Online URL: https://kb2.ic.uk/article.php?id=26