BT Business Services Telephone Service
BT Business Services – Telephone ServicePhone Calls and Lines (PSTN, ISDN, Featureline, FeaturelineCompact, Embark and Featureline Corporate)Schedule to the General TermsContentsA note on ‘you’. 2Words defined in the General Terms . 2Part A – The Calls and Lines Service . 21Service Summary . 22Standard Service Components . 23Service Options . 24Service Management Boundary . 35Associated Services and Third Parties. 36Specific Terms and Conditions . 3Part B – Service Delivery and Management . 57BT’s Obligations . 58Your Obligations. 69Notification of Incidents . 810Invoicing . 811Charges at the End of the Contract. 912Telephone Numbers . 913BT Equipment. 914WEEE Directive . 1015Purchased Equipment . 10Part C – Service Care Levels – Customer Service Compensation Scheme . 1216Service Care Levels . 1217Application of the Compensation Scheme. 1218On Time Delivery Service Level. 1219Incident Repair Service Level . 1220Missed Appointments . 1321Call Diversion . 1322Daily Rate Rental Credit / Actual Financial Loss . 1323Requests for Compensation . 1324Limit on Compensation . 1425Exceptions . 14Part D – Defined Terms . 1526Defined Terms. 15 British Telecommunications plc 2021BTL BTBPS TelephoneServcs Sch published1April2021.docxPage 1 of 17
BT Business Services – Telephone Service ScheduleA note on ‘you’.‘You’ and ‘your’ mean the Customer.Words defined in the General TermsWords that are capitalised but have not been defined in this Schedule have the meanings given to them in the GeneralTerms.Part A – The Calls and Lines Service11.1Service SummaryBT will provide you with a fixed telephone line (Access Line) by traditional copper wiring or fibre optic cabling,or a combination of both (depending on the geographical area where BT installs the Access Line or providesthe Calls and Lines Service), comprising:1.1.1the Standard Service Components; and1.1.2any of the Service Options that are selected by you as set out in any applicable Order,(the “Calls and Lines Service”).1.21.3Where you select ISDN2, ISDN30 & PSTN under the Managed Service from BT:1.2.1Paragraph 6.3 of this Schedule will not apply and in such case Paragraph 5.1 of Managed Service fromBT Schedule to the General Terms will apply; and1.2.2Part C of this Schedule will not apply and in such case Part C of Managed Service from BT Schedule tothe General Terms will apply.Where you select ISDN2, ISDN30 & PSTN under a Managed Service:1.3.12Paragraph 6.3 of this Schedule will not apply and in such case Paragraph 4 of the Managed ServiceSchedule to the General Terms will apply.Standard Service ComponentsBT will provide you with all of the following standard service components (“Standard Service Components”) inaccordance with the details set out in any applicable Order:2.1the facility to make or receive phone calls including the ability to send or receive information from computersusing your Access Line; and2.2one telephone number for each Access Line that you rent from BT, which BT will publish (with your details) in yourlocal BT Phone Book (both printed and online) and make available from BT’s directory enquiries service (118500)unless you tell BT not to.3Service OptionsBT will provide you with any of the following options that are selected by you as set out in any applicable Order(“Service Options”) and in accordance with the details set out in that Order and as set out in Section 1 of the BTPrice List:3.1Access Line3.1.1PSTN:(a)(b)(c)3.1.2ISDN:(a)(b)3.1.3ISDN2; orISDN30.Featureline/Embark:(a)(b)(c)(d)3.2BT Business Value;BT Business Standard; orBT Business Critical.Featureline;Featureline Compact;Featureline Corporate (Centrex Access Line or Digital Access Line); orEmbark (Centrex Access Line or Digital Access Line).Other Associated Services3.2.1Network and Calling FeaturesBTL BTBPS TelephoneServcs Sch published1April2021.docxPage 2 of 17
BT Business Services – Telephone Service ScheduleBT may provide you with network and calling features, such as caller display, as set out in Section 2, Part4 of the BT Price List.3.2.2Calls with another Communications ProviderIf the Service Option you choose allows you to make calls over your Access Line with another preselected Communications Provider and you make calls using the prefix 1280, Charges for these callsmay appear on your bill. Depending on how the Communications Provider's service works, or the wayin which BT provides the telephony service to you, you may not be able to make these calls with BT andhave them charged to your bill. You agree to pay any Charges that BT may raise for such calls.3.3Enhanced BT Phone Book EntryIf you require an enhanced entry in the BT Phone Book (both printed and online), BT may do this and invoiceyou for additional Charges as set out in Section 1, Part 19 of the BT Price List.4Service Management Boundary4.1BT will provide and manage the Calls and Lines Service as set out in Parts B and C of this Schedule and as setout in the Order up to the Network Terminating Unit (“Service Management Boundary”).4.2BT will have no responsibility for the Calls and Lines Service outside the Service Management Boundary.4.3BT does not make any representations, whether express or implied, about whether the Calls and Lines Servicewill operate in combination with any Customer Equipment or other equipment and software.4.4Where the Calls and Lines Service connects a point in the BT Network to a point outside the BT Network, theprovisions of the Contract apply only to that part of the Calls and Lines Service which is provided by means ofthe BT Network.4.5BT will not be responsible in any way for any electronic communications services provided by any otherCommunications Provider and you are responsible for making applications to such providers, for compliancewith their terms and for payment of any charges.5Associated Services and Third Parties5.1If BT provides you with any services other than the Calls and Lines Service, this Schedule will not apply to thoseservices and those services will be governed by their separate terms.5.2BT will not be liable for failure to, or delay in, supplying the Calls and Lines Service if another supplier delays orrefuses the supply of an electronic communications service to BT and no alternative service is available atreasonable cost.66.1Specific Terms and ConditionsChanges to the Contract6.1.1BT can amend the Contract (including the Charges) at any time by either:(a)(b)publishing the amendment online at www.bt.com/pricing or www.bt.com/terms (or any otheronline address that BT advises you of); orby giving Notice to you,for amendments that cause you material detriment, at least 30 days before the change is to take effectand, in the case of any other amendments, at least one day before the change is to take effect.6.1.2If BT makes any amendment to the Contract that causes you material detriment, you will not have topay any Termination Charges if you choose to terminate under Clause 17 of the General Terms within:(a)(b)6.290 days of the date of notification if BT has only published the amendment online underParagraph 6.1.1(a); or30 days of the date of the Notice if BT has given you Notice under Paragraph 6.1.1(b).Annual Price Increase6.2.1BT reserves the right to include an annual increase to Recurring Charges (rounded up to the nearestwhole pence) by a percentage comprised of i) the annual percentage increase in the Consumer PriceIndex (CPI) rate figure published by the Office for National Statistics in January of that year (ignoring anynegative figures) plus ii) 3.9% (“Annual Price Increase”).6.2.2If applicable the Annual Price Increase will take effect on bills dated on or after 1st April of each yearbeginning on 1st April 2022. If the CPI figure is negative in the relevant year, BT will only increase RecurringCharges by 3.9%. The change to Recurring Charges as a result of the Annual Price Increase will notcause you material detriment and will not give you the right to terminate the Contract without payingTermination Charges.BTL BTBPS TelephoneServcs Sch published1April2021.docxPage 3 of 17
BT Business Services – Telephone Service Schedule6.2.36.3The products and services to be included in an Annual Price Increase are set out online at the followinglink: BT Price List.Termination for ConvenienceFor the purposes of Clause 17 of the General Terms, either of us may, at any time after the Service Start Dateand without cause, terminate the Calls and Lines Service or any Order by giving 30 days’ Notice to the other.6.4Fixed Commitment PeriodAt the end of the Fixed Commitment Period, unless one of us gives Notice to the other of an intention toterminate the Calls and Lines Service in accordance with the Contract, BT will continue to provide the Calls andLines Service and both of us will continue to perform each of our obligations in accordance with the Contract.6.5Service Start DateWhere the Calls and Lines Service is to be provided at more than one Site, the Service Start Date is when the firstAccess Line is made available at the first Site.6.6Access to Emergency Services6.6.1The Calls and Lines Service provides the ability for Users to call the emergency services by dialling “999”or “112” and provides caller location information.6.6.2You acknowledge that:(a)(b)(c)6.7you will provide BT with accurate information and keep BT updated of any changes;if you choose to bar outgoing calls, Users will not be able to call the emergency services; andit is your responsibility to provide the ability for Users to call the emergency services.Dispute ResolutionBT will try to resolve any complaint or dispute that you may have with BT in accordance with the procedure setout in Clause 24 of the General Terms. If the matter is not resolved through that procedure, then you may referit to adjudication, where appropriate, in accordance with the details set out in BT’s Customer Complaints Codeset out at http://www.bt.com/complaintscode, copies of which are available on request.6.8Re-grade of Service OptionsWhere you re-grade from one Service Option to another you may experience interruption to the Calls and LinesService.6.9Number Porting6.9.1Where you wish to port number(s) to BT, you will:(a)(b)6.9.26.10provide BT with full and accurate details of the number(s) to be ported; andbe responsible for reaching any commercial agreement with the suppliers of the services to whichthose numbers apply, including terminating those services and the payment of any associatedtermination charges.BT will provide you with a Port Date, once BT has all the details in Paragraph 6.9.1.Minimum Guaranteed Download Speed Termination6.10.1If your Calls and Lines Service:(a)was ordered under the same contract as a BT Business Broadband product;(b)was ordered as part of a bundled proposition that contains a BT Business Broadband product; or(c)is wholly dependent on an Access Line provided through your BT Business Broadband product,you may, subject to BT failing to meet the Minimum Guaranteed Download Speed in accordance withthe terms of your BT Business Broadband product, terminate the Calls and Lines Service that isdependent on the Access Line associated with your BT Business Broadband product at the same timeas you terminate the relevant BT Business Broadband product.6.10.2If you terminate your Calls and Line Service in accordance with Paragraph 6.10.1:(a)(b)you will not be liable to pay any of the Charges set out in Paragraph 10 and Paragraph 11 (otherthan the Charges set out in Paragraph 11.1.1); andBT may request you return any BT Equipment to BT using a pre-paid delivery method that BT informsyou of.BTL BTBPS TelephoneServcs Sch published1April2021.docxPage 4 of 17
BT Business Services – Telephone Service SchedulePart B – Service Delivery and Management77.1BT’s ObligationsService DeliveryBefore the Service Start Date and, where applicable, throughout the provision of the Calls and Lines Service, BT:7.1.1will provide you with contact details for the helpdesk that you will be able to contact to submit servicerequests, report Incidents and ask questions about the Calls and Lines Service (“Service Desk”);7.1.2will comply with all reasonable health and safety rules and regulations and reasonable securityrequirements that apply at a Site and are notified to BT in writing. BT will not be liable if, as a result of anysuch compliance, BT is in breach of any of BT’s obligations under this Contract;7.1.3will, where applicable, arrange for any surveys to be conducted to confirm the availability of a suitableAccess Line to the Sites, and if the surveys identify that additional engineering work is required in orderto provide a suitable Access Line to the Sites, BT may provide a new quote to you detailing the additionalCharges you will need to pay for the engineering work to be completed, as set out in Section 45 of theBT Price List. If:(a)(b)7.1.4if you request a change to the Calls and Lines Service or any part of the Calls and Lines Service,including, without limitation, any Purchased Equipment or any IP Address location, BT may change theCustomer Committed Date to accommodate that change;7.1.5may expedite delivery of the Calls and Lines Service for operational reasons or in response to a requestfrom you, but this will not revise the Customer Committed Date;7.1.6in addition to Paragraph 7.1.3, may apply additional terms (including charges) in addition to or insteadof any terms in the Contract if:(a)(b)7.1.7BT considers it necessary to provide the Calls and Lines Service (wholly or partially) using nonstandard methods incurring greater expense to BT than is normal; orthe Calls and Lines Service is provided at greater expense to BT than normal as a result of arequest from you;will give you written Notice of any special terms that will apply under Paragraph 7.1.6:(a)(b)7.2you accept the new quote, BT will cancel the existing Order to the affected Sites and willgenerate a new Order for the affected Sites and will arrange for the additional engineering worksto be carried out; oryou do not accept the new quote, BT will cancel your existing Order for the provision of Calls andLines Service to the affected Sites and BT will have no obligation to provide the Calls and LinesService;if you accept the additional terms, BT will provide you with a Customer Committed Date and willuse commercially reasonable endeavours to meet any Customer Committed Date; orwithin 14 days of the date of the Notice, you may give written Notice to BT terminating the partof the Calls and Lines Service provided by non-standard means. BT may charge you theCancellation Charges set out in Paragraph 10.5;7.1.8dispatch any Purchased Equipment for delivery to the applicable Site as set out in the Order; and7.1.9if agreed between both of us as set out in the Order, install any Purchased Equipment at the applicableSites, in which case BT will test Purchased Equipment to ensure that it is ready for use.Commissioning of the ServiceBefore the Service Start Date, BT will:7.37.2.1configure the Calls and Lines Service;7.2.2conduct a series of standard tests on the Calls and Lines Service to ensure that it is configured correctly;and7.2.3on the date that BT has completed the activities in this Paragraph 7.2, confirm to you the Service StartDate.During OperationOn and from the Service Start Date, BT:7.3.1will respond and use reasonable endeavours to remedy an Incident without undue delay and inaccordance with the Service Care Levels in Part C of the Contract if you report an Incident on the BTNetwork;7.3.2will work with Openreach to restore service as soon as practicable during Local Contracted BusinessHours if you report an Incident on the Access Line;BTL BTBPS TelephoneServcs Sch published1April2021.docxPage 5 of 17
BT Business Services – Telephone Service Schedule7.3.3may carry out Maintenance from time to time and will endeavour to inform you:(a)(b)7.3.4may, in the event of a security breach affecting the Calls and Lines Service, require you to change anyor all of your passwords. BT does not guarantee the security of the Calls and Lines Service againstunauthorised or unlawful access or use; and7.3.5may, for operational reasons, including the provision of Calls and Lines Service enhancements orSoftware upgrades:(a)(b)7.4at least five Business Days before any Planned Maintenance on the BT Network or BT Equipment,however you agree that BT may inform you with less notice than normal where emergencyMaintenance is required; orwithout undue delay for scheduled Access Line maintenance by a supplier;change any codes or numbers given to you, the performance or functionality of the Calls andLines Service, or the way BT provides the Calls and Lines Service, provided that any change tothe Calls and Lines Service or the way BT provides the Calls and Lines Service will not affect theperformance or functionality of the Calls and Lines Service to your material detriment; orinterrupt or suspend the Calls and Lines Service. If this happens BT will restore the Calls and LinesService as quickly as possible.The End of the ServiceOn termination of the Calls and Lines Service by either one of us, or expiry, BT:88.17.4.1will provide configuration information relating to the Calls and Lines Service provided at the Sites in aformat that BT reasonably specifies; and7.4.2may disconnect and remove any BT Equipment located at the Sites.Your ObligationsService DeliveryBefore the Service Start Date and, where applicable, throughout the provision of the Calls and Lines Service byBT, you will:8.1.1provide BT with access to any Sites during Business Hours, or as otherwise agreed, to enable BT to set up,deliver and manage the Calls and Lines Service;8.1.2in jurisdictions where an employer is legally required to make a disclosure to its Users and otheremployees:(a)(b)(c)inform your Users that as part of the Calls and Lines Service being delivered by BT, BT may monitorand report to you the use of any targeted applications by them;ensure that your Users have consented or are deemed to have consented to such monitoringand reporting (if such consent is legally required); andagree that BT will not be liable for any failure by you to comply with this Paragraph 8.1.2, you willbe liable to BT for any Claims, losses, costs or liabilities incurred or suffered by BT due to your failureto comply with this Paragraph 8.1.2.8.1.3if applicable, ensure that the LAN protocols and applications you use will be compatible with the Callsand Lines Service;8.1.4acknowledge that the Calls and Lines Service and Software is provided solely for your own use and willnot resell or attempt to resell either (or any part or facility of it) to anyone else;8.1.5provide BT with the name and contact details of at least one individual who will be responsible forreceiving the Purchased Equipment at the Site;8.1.6prepare and maintain the Site for the installation of BT Equipment and Purchased Equipment and supplyof the Calls and Lines Service, including, without limitation:(a)(b)(c)(d)provide a suitable and safe operational environment for any BT Equipment or PurchasedEquipment including all necessary trunking, conduits, cable trays, and telecommunicationsconnection points in accordance with BT’s reasonable instructions and in accordance withapplicable installation standards;take up or remove any fitted or fixed floor coverings, ceiling tiles and partition covers or provideany openings in buildings required to connect BT Equipment or Purchased Equipment toappropriate telecommunications facilities in time to allow BT to undertake any necessaryinstallation or maintenance services;carry out any work that may be required after installation to make good any cosmetic damagecaused during the installation or maintenance services;provide a secure, continuous power supply at the Site for the operation and maintenance of theCalls and Lines Service and BT Equipment or Purchased Equipment at such points and with suchBTL BTBPS TelephoneServcs Sch published1April2021.docxPage 6 of 17
BT Business Services – Telephone Service Schedule(e)8.1.7until ownership in any Purchased Equipment transfers to you in accordance with Paragraph ns as BT specifies. In order to mitigate any interruption to the Calls and Lines Serviceresulting from failure in the principal power supply, you will provide back-up power with sufficientcapacity to conform to the standby requirements of the applicable British standards; andprovide internal cabling between the BT Equipment and any Customer Equipment, asappropriate; andkeep the Purchased Equipment safe and without risk to health;only use the Purchased Equipment, or allow it to be used, in accordance with any instructions BTmay give and for the purpose for which it is designed;not move the Purchased Equipment or any part of it from the Site;not make any alterations or attachments to the Purchased Equipment without BT’s prior writtenconsent. If BT gives consent, any alterations or attachments will become part of the PurchasedEquipment;not sell, charge, assign, transfer or dispose of or part with possession of the Purchased Equipmentor any part of it;not allow any lien, encumbrance or security interest over the Purchased Equipment, nor pledgethe credit of BT for the repair of the Purchased Equipment or otherwise;not claim to be owner of the Purchased Equipment and ensure that the owner of the Site will notclaim ownership of the Purchased Equipment, even if the Purchased Equipment is fixed to theSite;obtain appropriate insurance against any damage to or theft or loss of the Purchased Equipment;in addition to any other rights that BT may have, reimburse BT for any losses, costs or liabilitiesarising from your miss-use of the Purchased Equipment or if the Purchased Equipment isdamaged, stolen or lost, except where the loss or damage to the Purchased Equipment is a resultof fair wear and tear or caused by BT;ensure that the Purchased Equipment appears in BT’s name in your accounting books; andif there is a threatened seizure of the Purchased Equipment, or an Insolvency Event applies toyou, immediately notify BT and BT may take action to repossess the Purchased Equipment. Youwill also notify interested third parties that BT owns the Purchased Equipment.Service OperationOn and from the Service Start Date, you will:8.2.1monitor and maintain any Customer Equipment connected to the Calls and Lines Service or used inconnection with a Calls and Lines Service;8.2.2ensure that any Customer Equipment that is connected to the Calls and Lines Service or that you use,directly or indirectly, in relation to the Calls and Lines Service is:(a)(b)(c)(d)8.3connected using the applicable BT Network termination point, unless you have BT’s permission toconnect by another means and used in accordance with any instructions, standards and safetyand security procedures applicable to the use of that Customer Equipment;adequately protected against viruses and other breaches of security;technically compatible with the Calls and Lines Service and will not harm or damage BTEquipment, the BT Network, or any of BT’s supplier’s or subcontractor’s network or equipment; andapproved and used in accordance with relevant instructions and Applicable Law;8.2.3immediately disconnect any Customer Equipment, or advise BT to do so at your expense, if CustomerEquipment does not meet any relevant instructions, standards or Applicable Law;8.2.4connect equipment to the Calls and Lines Service only by using the Network Terminating Equipment atthe Sites;8.2.5distribute, manage and maintain access profiles, passwords and other systems administrationinformation relating to the control of Users’ access to the Calls and Lines Service;8.2.6not use the Calls and Lines Service to send, communicate, knowingly receive, upload, download or useany material or make any calls that are offensive, abusive, indecent, defamatory, obscene, menacing,cause annoyance, inconvenience, needless anxiety or are intended to deceive and will not be used inany way BT considers to be or likely to be detrimental to the provision of the Calls and Lines Service toyou or service to any of BT’s other customers;8.2.7access the Calls and Lines Service in the way permitted by BT; and8.2.8not attempt to circumvent any security measures in the Calls and Lines Service.The End of the ServiceOn termination of the Calls and Lines Service by either one of us, or expiry you will:BTL BTBPS TelephoneServcs Sch published1April2021.docxPage 7 of 17
BT Business Services – Telephone Service Schedule98.3.1provide BT with all reasonable assistance necessary to remove BT Equipment from the Sites;8.3.2disconnect any Customer Equipment from BT Equipment located at the Sites;8.3.3not dispose of or use BT Equipment other than in accordance with BT’s written instructions orauthorisation;8.3.4arrange for any BT Equipment located at the Sites to be returned to BT; and8.3.5be liable for any reasonable costs of recovery that BT incurs in recovering the BT Equipment.Notification of IncidentsWhere you become aware of an Incident:9.1you will report it to BT’s Service Desk;9.2BT will give you a unique reference number for the Incident (“Ticket”);9.3BT will inform you when BT believes the Incident is cleared, and will close the Ticket when:9.3
BT Business Services – Telephone Service Schedule docx Page 4 of 17 6.2.3 The products and services to be included in an Annual Price Increase are set out online at the follo
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