Common use of Repairing faults Clause in Contracts

Repairing faults. 14.1. We will investigate any fault that is reported to us according to our standard procedures for the Service in question. We will use reasonable endeavours to repair any fault that is reported to us and which is directly caused by us or our employees or agents. 14.2. When we agree to work on a fault outside our standard business hours, you will be liable to pay us an extra charge as set out in our tariffs in force at the time. 14.3. If you tell us there is a fault in the Service and we find either that there is not, or that you, someone at your premises or a third party has caused the fault, we may charge you for the work we have done to try to locate and repair the fault. 14.4. During any fault investigations, we may require you to carry out tests and we will require you to feed back any results of these tests to allow us to conclude our investigations. 14.5. Where call routing utilises IP, you acknowledge that call quality and availability can be subject to factors outside of our control e.g. bandwidth contention or quality of service (QoS). We shall not be liable in respect of any such issues. 14.6. You must exhaust all investigative analysis before reporting faults to the support team. Telephone number: ▇▇▇▇▇ ▇▇▇▇▇▇ Email: ▇▇▇▇▇▇▇@▇▇▇.▇▇▇ 14.7. The support team will quote a fault reference number, which should be quoted in communications. 14.8. To enable timely and efficient diagnosis and resolution of all suspected faults, we require a minimum level of information from you when the problem is first reported. This includes but is not limited to: 14.8.1. Contact name and details of who is reporting the fault; 14.8.2. Product reference and Customer Premise details; 14.8.3. Fault description; 14.8.4. Where we provide equipment, details of the relevant router and all diagnostic messages displayed; 14.8.5. How many users have been affected; 14.8.6. Impact of the fault on your business; 14.8.7. How long the fault has been active; 14.8.8. Details of any tests / diagnosis you have carried out; 14.8.9. Confirmation that all physical connections to the Customer Premises equipment are good, that the power supply is unaffected and that a restart of the equipment has been attempted. 14.9. Please note that if we are unable to get this information from you, it may not be possible for us to efficiently diagnose the fault. 14.10. Where a fault requires attendance at a Customer Premises during Business Hours, you will be responsible for organising appropriate access. 14.11. We will contact you within 48 hours of service restoration and agree the problem has been satisfactorily resolved before making a final clearance on our fault reporting system.