Pipex Enhanced Care

Please note that 'we', 'our' and 'us' refers to Pipex Internet Limited. The term 'you' refers to the legal entity subscribing to the Services. These terms and conditions are separate from any other contract, which you have entered into with us for other products or services and are only relevant to Pipex Business Broadband Services and where you have subscribed to the Pipex Enhanced Care package.

1. Service Level Commitment

1.1 This Service Level Commitment applies to you if you subscribe to the Pipex Enhanced Care package.

1.2 The Service Level Commitment only applies to you if you suffer an Outage (An Outage is defined as a fault where no data traffic will transmit in neither upstream or downstream directions.)

1.3 Where an Outage of service is attributed to us or our suppliers and extends for 10 Pipex Clock Hours or more, you will be entitled to a credit equal to your monthly ADSL line rental plus your monthly Pipex Enhanced Care fee. That credit will be applied against the charge for the ADSL line rental and Pipex Enhanced Care fee for the next month.

1.3.1 Service Credits MUST be claimed by you.

1.3.2 Pipex Clock Hours accrue between 8:00 a.m. and 8:00 p.m. Monday to Friday (except where these days fall on a bank holiday).

1.3.3 Pipex Clock Hours will not accrue whilst we are waiting for you or your actions have delayed fault diagnosis. This will reflect the time that we are responsible for the outage.

1.3.4 Faults may be logged outside of Pipex Clock Hours however time will not accrue for this period.

1.3.5 Pipex Clock Hours will stop when the an Outage is cleared or when the fault ticket is marked as completed which ever is the sooner.

1.4 You may not claim more than 100% of the monthly ADSL rental and monthly Enhanced Care fee in each calendar month.

1.5 Where a fault relating to an Outage spans two months you may only claim credits for the month in which the service Outage was resolved.

1.6 This Service Level Commitment will not apply to PSTN faults. Please consult your PSTN provider for service options to cover this component.

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