Fixed Service Schedule Landline Service to 21 March 2016

Fixed Service Schedule Landline Service to 21 March 2016
FIXED SERVICE SCHEDULE
LANDLINE SERVICE
The following additional terms and conditions apply to the provision of the Landline Service.
1
DEFINITIONS
In this Service Schedule, in addition to those terms defined in the General Conditions
and the Fixed Terms the following terms and expressions apply:
TERM / EXPRESSON
2
MEANING
“Another Service
Provider”
means a provider of telecommunications services, other
than O2 within the United Kingdom;
“Calls Service”
means the outbound calling service that supports direct
dial voice calls to geographic numbers, mobile
numbers, non geographic numbers, premium rate
numbers, international direct dial numbers, the
emergency services and the operator. This service
does not support other types of communication,
including, but not limited to, transfers of GSM data, wifi
data, SMS, MMS and GPRS;
“Failure of the Landline
Service”
means the continuous total loss of the ability to use the
Landline Service;
“Landline Bolt Ons”
means such other services as may be provided by O2
on the Landline Service, including but not limited to call
management services;
“Landline Service”
means the service described in paragraph 3;
“PSTN”
means a public switched telephone network being the
international telephone system based on copper wires,
which carry analogue voice data; and
“Single Landline”
means a single analogue line that terminates on a line
box or a NTTP (network telephony terminating point).
FIXED SERVICE
The Landline Service is a “Fixed Service” and the Fixed Terms will apply to this
Service.
3
LANDLINE SERVICE
3.1
The Landline Service consists of the provision of:
3.2
(a)
a Single Landline; and
(b)
the Calls Service.
There are two variants of the Landline Service available:
(a)
basic landline – at the Customer‟s request, O2 will arrange for directory
enquiry entries and entries in the relevant BT residential directory for basic
landline; and
(b)
premium landline – at the Customer‟s request, O2 will arrange for directory
enquiry entries and entries in the relevant BT residential directory or relevant
BT business directory for premium landline.
3.3
The Customer shall not have a carrier pre-select service with Another Service
Provider in conjunction with the Landline Service. For the avoidance of doubt, the
Landline Service will not be available to the Customer where the Customer has an
existing carrier pre-select service.
4
LANDLINE BOLT ONS
4.1
The Landline Bolt Ons are set out in the Appendix to this Service Schedule.
4.2
Some Landline Bolt Ons are not available in conjunction with other Landline Bolt Ons.
4.3
The availability of Landline Bolt Ons is dependant on the telephone exchange type
which serves the User.
5
NUMBERS
5.1
O2 will allocate to the Customer a telephone number for the Landline Service. Unless
otherwise agreed by the parties, the allocated number will be the next available
number in the number range.
5.2
Where the Customer wants to retain its existing telephone number and such number
is not connected to the Network, additional migration work may be required. The
Customer will provide O2 with any information required by O2. O2 will have no
responsibility for any delays (including for any liability for failure to meet Service
Levels) in the commencement of the Landline Service due to delay caused by the
migration of the Customer‟s existing telephone number.
6
CPE
CPE can only be connected to the Network for the Landline Service using a BT main
telephone socket or approved connection point.
7
FAULT RESPONSE
The default fault response option for the Landline Service is Level 2.
8
TERMINATION OF THE LANDLINE SERVICE
8.1
Where O2‟s supplier receives a valid order which relates to the line on which the
Landline Service is provided from another telecommunications provider:
9
(a)
the Customer will be deemed to have provided notice of termination of a
Landline Service in accordance with clause 14.1 of the General Conditions
with the exception that the 30 days‟ notice set out in clause 14.1 of the
General Conditions may not apply; and
(b)
O2 will terminate the Landline Service in accordance with the standard
industry practices.
SERVICE LEVELS – TARGETS
Provision new installation
9.1
O2 will aim to install new Landline Services in accordance with the target Service
Levels set out below:
New Installations
9.2
Target Service Level from O2‟s
acceptance of an order (Working Days)
Landline Service
4 – 11
Landline Service (multi line (up to
50 Single Lines))
8 – 12
O2 will have all provision new supply orders completed and available for use by
midnight on the date notified to the Customer by O2 or on a later date agreed by both
parties.
Provision transfer orders
9.3
O2 will have all provision transfer orders completed and available to use by midnight
on the date notified to the Customer by O2 or on a later date agreed by both parties.
Fault response
9.4
O2 will clear a Failure of the Landline Service:
(a)
(b)
(c)
10
if the Customer has Level 2 fault response:
(i)
no later than 23.59 hours on the day (excluding Sundays, UK public
and bank holidays) following the day on which the fault is treated as
being reported in accordance with the Level 2 fault response; or
(ii)
no later than 23.59 hours on a later date agreed by both parties;
if the Customer has Level 3 fault response:
(i)
no later than 23.59 hours on the same day if the fault is treated as
being reported in accordance with the Level 3 fault response on or
before 12.59 hours; or no later than 12.59 hours on the next day if
the fault is reported after 12.59 hours but within the working hours for
the Level 3 fault response; or
(ii)
no later than 23.59 hours on a later date agreed by both parties;
if the Customer has Level 4 fault response:
(i)
no later than 6 hours from the fault report being received by O2; or
(ii)
no later than 23.59 hours on a later date agreed by both parties.
SERVICE LEVELS - COMPENSATION
Provision new installation
10.1
Subject to paragraph 10.5 of this Service Schedule, if O2 fails to meet its
commitments set out in paragraph 9.2 of this Service Schedule, then for each day or
part day O2 is late in meeting such commitments, subject to any limitation set out in
this Agreement, the Customer shall be entitled to an amount equal to one month‟s
line rental Charge per affected Landline Service.
Provision transfer orders
10.2
Subject to paragraph 10.5 of this Service Schedule, if O2 fails to meet its
commitments set out in paragraph 9.3 of this Service Schedule, then for each day or
part day O2 is late in meeting such commitments, subject to any limitation set out in
this Agreement, the Customer shall be entitled to an amount equal to one month‟s
line rental Charge per affected Landline Service.
Fault handling timescales
10.3
Subject to paragraph 10.5 of this Service Schedule, if O2 fails to meet its
commitments set out in paragraph 9.4 of this Service Schedule, then for each day or
part day O2 is late in clearing a Failure of the Landline Service, subject to any
limitation set out in this Agreement, the Customer shall be entitled to an amount equal
to one month‟s line rental Charge per affected Landline Service.
Compensation payments
10.4
O2 will compensate the Customer proactively should it be liable to pay compensation
in accordance with this paragraph 10. Any such payment will be credited to the
Customer‟s invoice unless the Landline Service has been terminated, in which case a
payment will be made.
Limit on compensation
10.5
The maximum compensation payable under this paragraph 10 for any one failure
shall be limited to 60 full days per affected Landline Service.
APPENDIX
LANDLINE BOLT ONS
The following Landline Bolt Ons are pre-provisioned on the Landline Service
Ring Back
If the User makes a call and hears an engaged tone, they can press "5" to request a Ring
Back.
Up to five Ring Back requests can be in place at any one time. When using Ring Back an
announcement will tell the User if the Network is able to accept its request, if not then the
User will hear a rejection announcement or continues to hear the engaged tone.
The busy number will be monitored by the network for up to 45 minutes after which time the
ring back will be cancelled.
1471 and Call Return
Callers can return a call by dialling 1471 and hearing the details of the last 5 calls including
date and time.
Call Return is provided by default as a non-chargeable service. If the Customer wants Call
Return disabled, then it must request Bar Use of Call Return.
Withhold Number „141‟
Allows the Customer to withhold its number on a per call basis.
Three Way Calling
Three way calling allows the Customer to speak to two other people at the same time even if
one of them is abroad.
Call Waiting will not work for the duration of the Three Way Call.
The following Landline Bolt Ons are standard Landline Bolt Ons that can be provisioned on
the Landline Service
Caller Display
Caller Display allows the Customer to view a caller's number on a display when the call is
being received.
The number cannot be received for chargecard call
withheld by 141 or withhold number, calls originating from some non BT networks, calls from
some Payphones.
Call Barring – O2 Controlled
Customer can request O2 to apply call barring which cannot be changed by a User with a
touchtone phone.
This feature is incompatible with 1571. If it is required with call barring, then call diversion
must be applied first.
Options are:
• Premium Rate Services (PRS)
• International calls & Premium Rate Services (PRS)
Call Diversion (Customer Controlled)
Enables the Customer to divert calls to another UK, International or mobile number. Divert
can be for all calls, on no reply, on busy or on no reply or busy.
Up to 8 simultaneous calls can be diverted.
This feature is incompatible with smart divert and call waiting. If it is required with call barring,
then call diversion must be applied first.
The caller is charged the standard rate to the number and the Customer is charged for the
divert leg of the call.
Smart Divert
Smart divert allows the Customer to control the diverts on a line from the line or from a remote
line. To access the service remotely an Access Number and PIN is used.
Smart Divert enables the Customer to have all calls diverted to another number - anywhere in
the UK, most overseas destinations or a mobile phone. The Customer can choose to: divert
all calls; divert on no reply; and divert when the line is busy.
A message is given to the caller when diverting on „no reply‟, alternatively the Customer can
request the message is not played.
Up to 8 calls can be diverted simultaneously.
The caller is charged the standard rate to the number and the Customer is charged for the
divert leg of the call.
This feature is incompatible with Customer controlled call divert and call waiting. If it is
required with call barring, then smart divert must be applied first.
Call Waiting
With Call Waiting, the User will hear a beep during a call to indicate that they have another
incoming call. The User has the option to end its original call and take the new call, swap
between both calls, or continue with its current call. In the latter case, the caller will be asked
to ring back later.
If Customer has all inbound calls diverted or inbound calls diverted when the line is engaged
(using either Customer Controlled Call Diversion or Admin Controlled Call Diversion), then
Call Waiting will not work. Call Waiting will also not work if the User is on a Three Way Call.
Call Sign
Provides the Customer with a second number to its existing telephone number. When the call
sign number is dialled, the telephone connected to the line will ring with a different cadence to
the normal ring tone.
The service can be used to allow two people to share a line, alternatively using a TwinTalk
device a User can use the main line number for voice calls and the call sign number for fax
calls.
1571
1571 is an unbranded message service that: diverts incoming calls when there is no reply, or
the called line is busy, to voice-mail; plays an announcement to instruct the caller to leave a
message; provide a stutter dial tone advises the Customer of stored messages which they
can then access by dialling 1571 from its home phone.
The Customer cannot access their messages remotely.
1571 is incompatible with inbound barring.
The following Landline Bolt Ons are non-standard Landline Bolt Ons that can be provisioned
on the Landline Service
Anonymous Call Rejection (“ACR”)
ACR service allows the Customer to block calls from callers who have withheld their number.
It does not block calls where the identity of the caller cannot be obtained e.g. chargecard,
payphone, international etc.
Bar Use of 1470 Release Number
The "1470" prefix is used where the Customer has Withhold Number set up on its line and
wishes to release its number on a per call basis. Bar Use of 1470 disables this facility so that
the withhold number service cannot be overridden. There is no charge for this service.
Bar Use of 141 Withhold Number
This service prevents the use of the, "141" prefix, Withhold Number service by a caller on a
per call basis. There is no charge for this service.
Bar Use of Call Return
This service prevents the use of call return within 1471.
Call Barring (Customer Controlled)
Customer can bar certain outbound and inbound calls including national, international, mobile,
premium rate and operator calls.
The Customer is provided with a PIN.
This feature is incompatible with 1571.
Call Barring and Bypass Number (Customer Controlled)
As above, but with a bypass number which allows a call to be delivered to the landline
irrespective of inbound barring.
Call Diversion – O2 Controlled
Customer can request O2 to apply call divert to all calls which cannot be changed by a User
with a touchtone phone.
This feature is incompatible with call waiting.
Call Diversion with No Announcement (Customer Controlled)
As above but the caller will not hear an announcement that the call is being diverted.
Call Return Erasure
The Customer can dial 1475 to over-ride the last number stored by their Call Return service
and replace with the standard „Number withheld‟ message.
Call Party Answer
CPA uses line polarity to indicate when a called party line has answered a call to indicate
when charging will be applied. This service replaces pulse meter.
It is provided as standard on multi-line.
Caller Redirect/CNI
Caller Redirect refers callers to a different number when the Customer ceases service and
takes up service elsewhere.
The call is free of charge for the caller.
This service replaces the working line.
Choose to Refuse
CTR allows the Customer to bar the number of the last answered call. A maximum of ten
numbers can be barred.
The Customer is allocated a PIN to ensure that they are the only person who can manage the
barred list.
Direct Connect
Direct Connect service will automatically dial a preset number when the handset of the
connected telephone is lifted. This service is typically used in public places to connect people
to a specific service, such as a taxi company.
Presentation Number
Enables the Customer to have a different number for the CLI for outgoing calls.
The number must start with 0 and cannot be a premium rate number, an international number
or a number where incoming lines are barred.
Reminder Call – Monthly Charge
Allows the Customer to set up a single or multiple reminder calls.
Reminder Call - Pay per Use
As above
Remote Call Forwarding (“RCF”)
RCF can be used to divert calls to an alternative number. It can be used where the Customer
has ceased service or wants to advertise a number in an area they have no physical
presence.
The caller is charged the standard rate to the number and the Customer is charged for the
divert leg of the call.
Remote Call Forwarding (“RCF”) & Caller Redirect (“CR”) (New Presence)
Remote Call Forward is an exchange facility for transferring incoming calls to a different
location.
The Caller dials the advertised number and is automatically diverted to the final destination
without any announcement.
The caller is charged the standard rate to the number and the Customer is charged for the
divert leg of the call.
It is available for a minimum of 3 months.
Ring Back Removal
Ring Back Removal disables the use of Ring Back on a line
Ring Back Restore
Ring Back Restore enables the use of Ring Back on a line as a Pay Per Use service.
Ring Back Prompt Removal
If the Customer wishes to have the Ring Back voice prompt removed from their Landline (i.e.
the message the caller hears when a number is called and it is engaged) but retain the ability
to use Ring Back, the Customer may be provided with Ring Back Prompt Removal free of
charge.
Ring Back Inhibit
Ring Back Inhibit is where the Customer does not wish to receive Ring Back requests against
their number. This service is free of charge.
Smart Divert with Bypass number
As above, but with a bypass number which allows a call to be delivered to the landline
irrespective of inbound barring.
The caller is charged the standard rate to the number and the customer is charged for the
divert leg of the call.
This feature is incompatible with Customer controlled call divert and call waiting. If it is
required with call barring, then smart divert must be applied first.
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