1. General Conditions LINK INFORMATION TECHNOLOGY LIMITED GENERAL
CONDITIONS Any proposal is submitted on the understanding that its
use will be confined to the relevant people and that no part of the
contents shall be submitted or disclosed to a third party without
the prior written consent of Link Information Technology Ltd.,
whose property it remains. Successful application, operation and
management of I.T. products and services are the responsibility of
the user. Examples of these responsibilities are: confirming the
validity of the proposed equipment and services: developing
appropriate systems procedures: incorporating procedures to
safeguard data from unauthorised or accidental modification,
destruction, or disclosure: incorporating in the design, sufficient
checkpoints, balances and controls necessary to satisfy accuracy,
restart and audit requirements: establishing adequate contingency
plans: preparing documentation and providing qualified personnel to
obtain the desired results. The scale of our charges and related
expenses for our supplies, or services is provided on the
understanding that it will remain valid for sixty days from the
date of submission unless specifically stated otherwise. Except as
stated otherwise in the proposal, all charges are invoiced weekly
and are payable together with Value Added Tax on presentation of
invoice. Ownership of goods and the right to use software only
passes to the Customer when the Company has received payment in
full in cash or cleared funds for those goods or software and any
other goods supplied by the Company to the Customer for which
payment is then due.
All surveys, forecasts and recommendations in any proposal,
report or letter are made in good faith and on the basis of
information before us at the time. Their achievement must depend
among other things on the effective co-operation of the Client and
the Client's staff. In consequence, no statement in any proposal,
report or letter is to be deemed to be in any circumstances a
representation, undertaking, warranty or contractual condition.
We shall not be liable to the Client for any losses which are
not reasonably foreseeable on acceptance of the proposal or for any
indirect or consequential losses including loss of revenue,
anticipated profits and claims by third parties.
All our consultants and staff are under special contract which
protects the client against the divulging of confidential
information. Our consultants and staff are also under agreement not
to seek or accept employment with the Client, and it is a condition
of the engagement of our Company that neither the Client nor any
firm or Company associated with the Client will offer employment to
any of our consultants or employees concerned in this assignment.
In the event that a Client should employ a member of our staff
either currently employed, or within a period of 2 years of
termination, either on a permanent, temporary, or contract basis,
the Client agrees to pay 50% of the final annualised salary, plus
our costs of recruiting a suitable replacement member of staff.
LINK INFORMATION TECHNOLOGY LTD.
Terms of Business (Sale of goods and
services)
1. General
1.1. The Company only does business with Customers under these
Conditions of Sale. No variations of these Conditions of Sale will
be binding on the Company unless agreed in writing by the Company
and signed by a representative of the Company authorised for that
purpose.
1.2. No contract is made with Customer until the goods have been
despatched by the Company and a despatch note issued to the
Customer.
1.3. All Customer purchase orders must be submitted or confirmed in
writing. The Company is not obliged to accept any purchase
order.
1.4. The Customer must decide before ordering if the goods are
suitable for the Customer's needs.
2. PRICE
2.1. Any price stated by the Company in any catalogue, website,
sales literature, proposals, price lists or other documentation is
valid for 60 days.
2.2. The price for any goods stated by the Company is exclusive of
any applicable VAT and carriage, postage and packaging and any
other duties taxes applicable.
3. PAYMENT
3.1. All goods purchased must be paid for in full by the Customer
within thirty days of the date of the Company's invoice.
3.2. Under the Late Payment of Commercial Debts Regulations 2002,
the Company can exercise its statutory right to charge interest and
an administration charge on all invoices overdue. This will be at a
rateof 4% above the HSBC Base Rate, on a daily basis, for all sums
outstanding, plus an administration fee of �30.00.
3.3. Non-account customers are required to pay the Company in full
in advance for any goods ordered by debit card or credit card . The
goods will be despatched to the Customer when the payment has been
authorised.
4. CREDIT
4.1. The Company may at its discretion offer the Customer credit,
subject to the Company being satisfied as to the Customer's credit
worthiness. The Customer acknowledges that the Company may carry
out status enquiry checks on the Customer.
4.2. Credit facilities may be withdrawn at any time at the
Company's discretion.
5. DELIVERY
5.1. The Customer is liable for any costs incurred by the Company
in relation to carriage, postage and packing and any other
applicable duties, taxes and charges.
5.2. Standard delivery is to suitable ground floor reception or
stores areas. The Customer must notify the Company in advance if
there are any special delivery requirements - there will be an
additional charge.
5.3. The Company will use its reasonable endeavours to deliver the
goods to the Customer's premises by the delivery date estimated by
the Company. The delivery date is not guaranteed nor is it of the
essence of the Contract. In no circumstances will the Company be
liable to the Customer for any losses, damages or charges incurred
by the Customer due to the late delivery of the goods.
5.4. The Customer must inspect the goods immediately upon delivery
and in all cases must inform the Company in writing within 5 (five)
days of delivery of any damage, shortages or non-delivery of the
goods.
5.5. Where the goods are being purchased by a business for use in
the business and are to be delivered in instalments each delivery
will constitute a separate contract.
5.6. If the Customer fails to take delivery of the goods or fails
to give the Company adequate delivery instructions, the Company may
store the goods until actual delivery and charge the Customer for
the reasonable costs (including insurance) of storage or sell the
goods at the best price readily obtainable and charge the Customer
for any shortfall.
6. RISK
6.1. Risk of damage to or loss of the goods will pass to the
Customer on prior arranged collection or on delivery to the
Customer's premises.
7. OWNERSHIP
7.1. Ownership of goods and the right to use any supplied software,
only passes to the Customer when the Company has received payment
in full in cash or cleared funds for those goods, services and
software, and any other goods services and software supplied by the
Company to the Customer for which payment is then due.
7.2. Until such time as ownership of the goods passes to the
Customer the Customer must keep the goods separate from the
Customer's goods and those of any third parties and properly
stored, protected and insured and identified as the Company's
property. The Company will also be entitled to require the Customer
to deliver up the goods to the Company. If the Customer fails to do
so, the Customer must permit the Company its agents or
representatives to enter its premises or any premises of any third
party where the goods are stored and repossess them.
8. CANCELLATION
8.1. No purchase order can be cancelled by the Customer, except
with the written agreement of a representative of the Company
authorised for that purpose.
9. RETURNS
9.1. Goods are not sold on a trial basis. Where goods are not
faulty but the Customer wishes to return them, the goods can only
be returned to the Company if fully re-saleable and subject to a
restocking charge. The restocking charge will be 15% of the
purchase price of the goods or �20, whichever is the greater. This
charge includes the Company's reasonable costs of carriage,
postage, and packaging.
9.2. A Returns Authorisation Number must be obtained by the
Customer from the Customer Service department before any goods can
be returned. The Company will not accept goods returned without a
Returns Authorisation Number.
9.3. The Customer must attach a return address label (found on the
reverse of the despatch note) to the outer brown cardboard box and
the Company will arrange for it to be collected.
9.4. The goods must be returned with the manufacturer's original
packaging not damaged or defaced. The goods must be returned in
their entirety including all disks, manuals and cables.
9.5. The return of faulty goods is subject strictly to individual
manufacturers' "Dead On Arrival" (DOA) policies. Details of these
can be obtained by the Customer by contacting the Company's
Customer Service department.
9.6. Where a Customer notifies the Company of a defect in the goods
within the time provided for in the applicable manufacturer's DOA
policy, and that defect is subsequently verified by the Company's
technical inspectors, the Company will replace the Goods or refund
the monies paid by the Customer for the goods.
9.7. The goods will be tested upon receipt. If no fault is found
the goods will be returned to the Customer. If a fault is found and
the applicable manufacturer's DOA period is exceeded, then the
Goods will be repaired under the terms of the manufacturer's
warranty.
9.8. Where it is established that goods are faulty or defective in
line with the individual manufacturer's warranty, most warranty
repairs will be carried out on a return-to-Company basis. Some
manufacturers have a day one back to base policy. All parts and
labour charges will be waived. In some instances the manufacturer's
warranty requires the Customer to contact the repair agent
directly. If this is the case, the Customer will be informed by the
Company's Customer Service department. If the original packaging is
not available, a stout carton must be used with high density foam
providing at least 150mm clearance surrounding the entire product
so as to ensure safe transit and ease of identification.
9.9. The Company will not accept the return of an opened software
package unless it is faulty. By breaking the seal, the Customer
accepts the licence between the Customer and the software
manufacturer. Software licences cannot be exchanged, returned or
refunded.
9.10. Goods can only be returned to the Company using a carrier
approved by the Company. Where the Customer uses an unapproved
carrier the Customer will be liable for all costs, losses, damages
or other charges incurred by the Company in relation to such
use.
9.11. Risk in any goods that the Customer is returning to the
Company remains with the Customer until the goods have been
collected by the Company's approved carrier.
9.12. Before returning any goods to the Company it is the
Customer's responsibility to back up or save any data. The Company
accepts no liability for the loss of any data.
10. WARRANTIES AND LIABILITY
10.1. Where goods are covered by a manufacturer's warranty, the
Customer will be responsible for contacting and returning any
registration or warranty cards to the relevant manufacturer.
10.2. The Company is not responsible for any acts of the
manufacturer or its agents including (without limitation) any
failure by the manufacturer to replace or repair any of the goods
which are the subject of the manufacturer's warranty.
10.3. All warranties, conditions or other terms implied by statute
or common law are excluded to the fullest extent permitted by law,
except where goods are sold to a person dealing as a consumer as
defined in the Unfair Contract Terms Act 1977.
10.4. Please note that where goods are sold under a consumer
transaction (as defined by the Consumer Transactions (Restrictions
on Statements) Order 1976 the statutory rights of the Customer are
not affected by these Conditions.
10.5. The Company will not be liable to the Customer by reason of
any representation (unless fraudulent) or any implied warranty,
condition or other term or any statutory or common law obligation,
except in respect of death or personal injury caused by the
Company's negligence
10.6. The Company will not be liable or for any indirect, special
or consequential losses or damages (whether for loss of profit or
otherwise) costs, expenses or other claims for compensation
whatsoever (whether caused by the negligence of the Company, its
employees, agents or otherwise) which arise out of or in connection
with the supply of the goods or their use or resale by the
Customer.
10.7 Where our services include the design, construction, or
deployment of online, or printed content, the client must ensure
that�any fees, or royalties are paid in respect to any third party
intellecual property, images, or content used therein. The Company
will not be responsible for claims in regard to usage fees,
royalties, or penalties for infringement�of Intellectual Property
rights.
11. FORCE MAJEURE
11.1. The Company will not be liable to the Customer by reason of
any delay in performing, or any failure to perform, any of the
Company's obligations in relation to the Goods, where the delay or
failure was due to any cause beyond the Company's reasonable
control.
12. INSOLVENCY OF CUSTOMER
12.1. If the Customer is insolvent or the Company reasonably
understands that the Customer is about to become insolvent, the
Company will be entitled to cancel the Contract or suspend any
further deliveries under the Contract without any liability to the
Customer. If the goods have been delivered and not paid for the
price of the goods will become due and payable immediately despite
any previous agreement or arrangements to the contrary.
13. EXPORT OR IMPORT LICENCES
13.1. The Customer will be responsible for obtaining all licences
for the export or import of the goods and any other licences
required for the delivery of the goods to a destination outside the
United Kingdom.
TERMS OF BUSINESS (Hosting and Connectivity)
Our aim is at all times to deliver the best quality service and
so we have tried to make our Terms of Business both fair and easy
to understand.
We would particularly like to draw your attention to our User
Rules in clause 5 below, please read them carefully. They deal with
system Usernames, Passwords and TCP/IP and Email Addresses and
contain certain limitations on the use of the Service, for example
prohibiting the transmission of anything pornographic, defamatory
or in breach of intellectual property rights.
1. Ready For Service (RFS) date
1.1 After acceptance of your Order we will work with you to
agree a target RFS date.
1.2 We will endeavour to deliver the Service (including
delivering, installing, and testing any equipment or software
specified in the Order) by the agreed target date, but this will be
an estimate only and we do not guarantee it.
1.3 You may use part of the Service before we notify you that
the whole Service is ready for service, provided we first agree in
writing the terms on which you may do so.
1.4 We are not responsible for failure to deliver goods or
provide services contracted by you with third parties even where
these may be essential to your ability to use any goods or Service
ordered from us. For example if you order a circuit or router from
another vendor, with the intention of connecting it to one or more
of our networks, if your supplier failed to deliver on the due
dates, or failed to provide a working circuit, we cannot be held
responsible.
2. Delivery of the Service
2.1 We will use reasonable skill and care in delivering the
Service, and will ensure that any equipment we provide will be of
satisfactory quality and fit for the purposes of the Service.
2.2 We will ensure that any software we provide will be of
satisfactory quality and reasonably fit for the purposes of the
Service though your use of it will be strictly subject to the terms
of the license provided with it.
2.3 You agree to let us have all the information and assistance
necessary to enable us to provide the Service (and undertake that
all information already provided is correct), to comply with these
Terms of Business and to pay all amounts owing on the due date.
3. Choice of Service
3.1 Whilst we may assist you in your choosing the Service, you
will be solely responsible for assessing your own needs, how your
chosen Service will relate to them and how you will use the Service
you choose. We give no guarantee as to the value or cost of the
Service to you.
4. Service levels
4.1 The Service will be available for not less than 99.5% of
each calendar month, where the Service originates from us and is
delivered to you on a single circuit; and for not less than 99.9%
of each calendar month in all other cases. Availability will be
calculated and reported in accordance with the rules set out in the
Appendix.
4.2 If in any calendar month we do not meet this standard of
availability, we will compensate you. The amount of compensation
will be determined in accordance with the rules set out in the
Appendix.
4.3 We will provide this compensation by making further services
or discounts available to you up to the amount of compensation at
the applicable rate. This compensation will be the limit of our
liability for the non-availability of the Service.
5. User Rules
5.1 You agree to use the Service only in accordance with the
User Rules set out in this clause.
5.2 You agree to indemnify us against any loss or expense
arising from a third party claim or otherwise that we may suffer in
connection with any use of the Service in breach of the User Rules.
You recognise we have no responsibility to monitor compliance with
the User Rules.
5.3 You agree not to use the Service for the purposes of;
a. the collection/distribution of obscene or pornographic
materials
b. the distribution of unsolicited Email
c. the collection/distribution of any material which infringes
the intellectual property rights of any person.
d. any activity contrary to the Misuse of Computers act 1987
e. The collection/distribution of defamatory materials.
5.4 If this agreement is terminated or the Service is suspended
you agree to cease using (delete from all computers) all and any
TCP/IP addresses we may have provided to you within 7 days.
5.5 In the event of this agreement being terminated or the
Service being suspended through breach of these Terms of Business
we may at our discretion though not unreasonably withhold any
Domain Name or names we may have registered on your behalf.
5.6 In the event of this agreement being terminated or the
Service being suspended we may at our discretion though not
unreasonably withhold access to all and any system Usernames
Passwords and Email addresses and data of all or any type.
6. Charges and payment
6.1 Our charges are as set out in the Order and are payable at
the times and in the manner set out in the Order. They are
exclusive of value added or any similar taxes which will be payable
by you in addition to and at the same time as the relevant
charge/s.
6.2 Unless the Order provides otherwise, the recurring charges
will be fixed for the first twelve months of the Agreement. After
that we will have the right to increase or decrease them on giving
you 60 days notice. If we do so, you may terminate the Agreement by
giving not less than 30 days notice to us expiring on the date on
which the increase would have taken place.
6.3 We will provide itemised details of usage on which any
charge is based if you ask for this in advance, but we may require
an additional charge to cover this extra service.
6.4 If payment of any sums due under the Agreement is not
received in accordance with the terms set out in the Order, we may
charge interest, at 4% above the base rate of HSBC Bank Plc (or its
successor) on a daily basis, on the outstanding sums, calculated
from when the payment is due until full payment is received by us,
whether before or after judgement.
6.5 We reserve the right to suspend service where payment is
outstanding upon the client's account for more than 30 days in the
case of a credit account, or immediately if on a pre-payment
basis.
6.6 Where services are suspended in accordance with clause 6.5,
we reserve the right to charge an advance re-connection fee of
�35.00 to reinstate services.
7. Services delivered for resale
7.1 This paragraph applies where you intend to resell the
Services to provide Internet access to your own customers or
subscribers.
7.2 If your connection is overloaded we may require you to
upgrade the Service by giving you notice to do so. A connection is
overloaded when the average monthly volume of traffic exceeds 65%
of the rated connection bandwidth. All our connections are sampled
every five minutes.
7.3 On receiving such a notice from us, you will upgrade the
Service as soon as reasonably practicable, at your cost at the then
tariff rate offered by us. The upgrade must be big enough to
prevent the circumstances set out in paragraph 7.2 (above) from
recurring within 3 months from the date at which the overload was
detected.
8. Termination and suspension
8.1 Either party may terminate the Agreement:
8.1.1 unless and until terminated in accordance with this
clause, the agreement shall continue on an annual rolling
basis;
8.1.2 by notice, if the other has a resolution passed or a
petition is presented to wind it up (otherwise than for a solvent
reconstruction or amalgamation), or has a receiver appointed of the
whole or any part of its assets, or is subject to any bankruptcy,
insolvency, administration, sequestration or similar
proceedings;
8.1.3 by notice, if a target RFS date is not agreed within 60
days of our acceptance of your Order; or
8.1.4 by notice, if we fail to deliver the Service by 30 days
after the agreed target RFS date; or
8.1.5 by not less than 90 days prior written notice, expiring on
or after the end of the minimum period specified in the Order (or
if no minimum period is specified, after 12 months from the date
the service is ready for service).
8.2 We may additionally terminate the Agreement or suspend the
Service without notice if:
8.2.1 you fail to make a payment to us on the due date or breach
any material term of the Agreement;
8.2.2 you do, or allow anything to be done, which affects the
performance or availability of the Service or any network to which
you are connected; or
8.2.3 any credit limit set out in the Order Form is
exceeded.
Suspension of Service/s will not affect our right to terminate
the Agreement nor your continuing obligation to pay our
charges.
8.3 You may additionally terminate the Agreement by notice if we
fail to reinstate the Service following a continuous period of
non-availability (determined as set out in the Appendix) of 48
hours.
8.4 Where the Agreement is terminated under paragraphs 8.1.2 or
8.1.3, we will refund any payment made by you, and neither of us
shall have any further obligation to the other. In all other cases,
no refund will be made and you will be liable to continue making
payments due until the earliest date you would be entitled to
terminate the Agreement. Termination will not affect any
pre-existing rights nor any remedy that would otherwise have been
available to us.
9. Limits on liability
9.1 Nothing in the Agreement limits liability for death or
personal injury caused by negligence, or fraudulent
mis-statement.
9.2 We will not be liable to you for any indirect loss, whether
it arises from negligence, breach of contract or otherwise.
"Indirect loss" includes (but is not limited to) loss of profits,
business, revenue, goodwill or anticipated savings, loss of use or
value of any equipment or software, wasted management or other
time, and loss resulting from corruption of data.
9.3 We will be liable to you for any direct loss arising from
our negligence or breach of contract. "Direct loss" includes (but
is not limited to) the cost of repairing or replacing any property
that suffers physical damage by reason of any action by us.
9.4 Subject to clause 9.1, the total liability to you shall not
in any circumstances exceed �1m sterling.
9.5 We will not be liable for anything resulting from a force
majeure event. A force majeure event is any event beyond our
reasonable control including (but not limited to) acts of God, acts
of government or the failure of any telecommunications provider
used by us in the provision of the service.
10. Whole agreement and interpretation
10.1 The Agreement represents the complete agreement between us
relating to the Service and supersedes any other agreement or
understanding, oral or written, including any of your standard
conditions. Save to the extent repeated in the Agreement any
representations or undertakings by us, express or implied, are
withdrawn.
10.2 Save in respect of the User Rules, the Agreement may be
altered only by a subsequent written agreement signed by each of
us. Any indulgence or failure by us to exercise a right shall not
be deemed to be a waiver of any of our rights.
10.3 Clause headings are there for convenience only and are to
be disregarded in interpreting the Agreement. If there is any
conflict between these Terms of Business and the Order, these Terms
will prevail.
11. Assignment
11.1 You may assign the Agreement only with our prior written
consent, which will not be unreasonably withheld.
11.2 We may assign the Agreement or delegate our obligations
under it.
12. Resolution of disputes and governing
law
12.1 If a disagreement arises we will endeavour to resolve it
amicably by discussion. In an appropriate case we may suggest
mediation as a dispute resolution procedure, but if it is necessary
to go to court the English Courts are to have exclusive
jurisdiction. You agree to be bound by any applicable dispute
resolution procedure of any telecommunications operator providing a
related service.
12.2 The Agreement is governed exclusively by English law.
13. Notices
13.1 Notices under the Agreement must be sent by first class
post or (with a hard copy confirmation sent that day by post) by
fax or e-mail, or by hand, to the appropriate address set out in
the Order or such other address as the addressee may by written
notice have directed.
14. Definitions
14.1 "Order" means our printed order form as completed and
signed by you.
14.2 "Agreement" means the agreement constituted by these Terms
of Business (including the Appendix) , the Order, any documents
referred to in the Order and our written acceptance of your
Order.
14.3 "User Rules" means our standard User Rules as detailed in
Clause 5, and as amended by us from time to time by written notice
to you.
14.4 Capitalised words also used in the Order shall have the
meanings given to them in the Order.
14.5 "Service" means the provision of the goods and services as
set out in the Order.
APPENDIX
Service Levels
1. Definitions used in this Appendix
"Availability" means the availability of our network
demonstrated by means of either a ping or traceroute program.
"Business Hours" means 09.30 a.m. to 5.30 p.m. on a day other
than a Saturday, Sunday, bank or other public holiday in England
and Wales.
"Downtime" means in respect of any month the total time during
which the Service is not Available (other than as a result of
planned Outages).
"Outage" means any period during which any user cannot process
an application transaction or send or receive e-mails utilising the
Service.
"Planned Outage" means any period during which any user cannot
process an application transaction or send or receive e-mails
utilising the Service caused by work for the purpose of maintenance
or support.
"Service Minutes" means minutes of connectivity to
INTERNETWALES.COM services.
2. Availability
2.1 Planned outages. All work for the purpose maintenance or
support as part of Planned Outages will take place outside Business
Hours. Planned Outages will be notified to you wherever possible on
5 days prior notice unless otherwise agreed. We shall wherever
possible ensure that there are no more than 2 planned Outages each
month.
2.2 Availability. Availability is calculated at the end of each
month in accordance with the following formula:
�
Where:
"A": means the Availability of the Service (expressed as a
percentage).
"D": means Downtime in the respective month - expressed in
minutes.
"T": means the total number of Service Minutes in the respective
month.
2.3 Calculation of Downtime. Downtime is calculated from the
time of notification of a fault by either you or us, and ends when
the Service is restored to full working order as determined and
certified by us. However, Downtime is to be disregarded to the
extent it is attributable to your failing to keep equipment in
standard office environment levels of humidity and temperature, or
to any other abuse, misuse or modification of equipment or software
by you.
3. Compensation calculations
3.1 If Availability falls below the guaranteed levels in any
particular month then we shall credit you by reference to the
following table:-
MONTHLY NETWORK AVAILABILITY
(EXPRESSED AS A PERCENTAGE) |
REIMBURSEMENT OF THE MONTHLY SERVICE FEE
(EXPRESSED AS A PERCENTAGE) |
| 99.00 - 99.49 |
5% |
| 97.00 - 98.99 |
10% |
| 95.00 - 96.99 |
15% |
| 90.00 - 94.99 |
20% |
| Under 89.99 |
25% |
4. Fault monitoring and resolution
4.1 We are responsible for recording Availability, planned and
unplanned Outages and fault resolution time scales. We shall submit
a report to your IT Manager as requested, to include the following
information:
4.1.2 Availability and planned and unplanned Outages in the
preceding month; and
4.1.2 progress made in respect of the fault resolution process
including whether contractual time scales for providing work
arounds or fixes have been met.
4.2 At the time of notification of a fault, we will assign a
priority to the fault in accordance with the priority
classifications set out at below, by agreement with you. If there
is any dispute as to the classification of a fault the matter shall
be escalated immediately to the following personnel.
| NAME |
POSITION |
TELEPHONE NO. |
| R Antrobus |
Operations |
01925 607313 |
| C Marshall |
Technical Director |
01925 607310 |
5. Fault Priority
5.1 Problems will be classified by us in accordance with the
following table:-
| PRIORITY CLASSIFICATION |
DESCRIPTION |
| Priority 1 |
Faults System non-functional with high impact on
operations. |
| Priority 2 |
Faults System partially usable with medium impact on
operations, or a Priority 1 Fault to which a temporary work around
has been applied. |
| Priority 3 |
Faults Minor problems with very low impact on operations. |
| Priority 4 |
Faults Documentation errors. |
6. Fault Resolution Process
6.1 We will initially attempt to qualify the suspected fault as
an actual fault and will require you to perform checks and tests to
further isolate the suspected fault at this time and at other times
during the resolution process.
6.2 Where further checks are inconclusive or are liable to
affect live operation, we shall attempt to replicate and test the
suspected fault internally.
6.3 We shall fix or provide a work around to any problem that
will not affect the functionality or performance or Availability of
the Service in the following time scales:-
| PRIORITY |
INITIAL TIME TO RESPOND |
TIME TO RESOLUTION |
| Priority 1 Faults |
15 minutes |
4 hours |
| Priority 2 Faults |
30 minutes |
8 hours |
| Priority 3 Faults |
60 minutes |
24 hours |
| Priority 4 Faults |
24 hours |
30 days
|