Common use of Minor Faults Clause in Contracts

Minor Faults. Faults that cause service impairment in the quality of the Services. With minor faults the Services remain connected, operational and usable, but materially lower than the agreed quality parameters on the fibre, after all remote diagnostics have been completed. Wi-Fi issues are expressly excluded from the service levels for Minor Faults, due to the lack of control over Customers’ Wi-Fi use and physical environments. Service Level Serious Faults Minor Faults Maximum Time To Repair 90% within 4 business days 10% within 6 business days Within 4 business days Service Times 08:00-18:00 08:00-18:00 Days Monday to Friday Excluding Public Holidays Monday to Friday Excluding Public Holidays INSTALLATIONS & ACTIVATIONS Installation after PO (provided the complex is live and in production) 90% within 15 business days 10% within 18 business days Activation (after ONT has been installed and provided the complex is live and in production) 90% within 4 business days 10% within 8 business days