Trouble Tickets. We provide trouble ticket support on a 365 x 7 x 24 basis via online helpdesk or by emailing ▇▇▇▇▇▇▇@▇▇▇.▇▇▇▇▇▇▇.▇▇▇ In any circumstances where we dispatch technical assistance to your premises following the opening of a trouble ticket at your request, and the fault or Service outage is determined to be caused by something not within our control (such as, for example, a LAN problem at your premises or a problem with your equipment not managed by us) (a “Customer Fault”), you will be charged the greater of (a) the faulty vendor dispatch charge as set out in the Order Form for the applicable Service and (b) third party costs incurred by us in dispatching such technical assistance (including, but not limited to, costs incurred in having a third party local access provider dispatch technical assistance to your premises). Trouble tickets are closed when the underlying issue either (i) has been resolved and Service has been restored, or (ii) is determined to be caused by a Customer Fault. If, in such circumstances, we are requested to keep a trouble ticket open and provide additional troubleshooting assistance, we will provide such assistance at our discretion at our then current rate for professional services until such time as you instruct us to close the applicable trouble ticket.
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Sources: Standard Line Rental Terms and Conditions, Standard Line Rental Terms and Conditions for the Supply of Leased Line, Wavelength and Ethernet Data Services