Where BT provides telecommunication service or hires equipment to customers, Standard Fault Repair service (Standard Care) is included in the rental. Enhanced maintenance services (Prompt & Total Care) are also available for telephone service and/or equipment at the charges shown. Customers with privately owned equipment may also arrange for BT to provide Standard, Prompt or Total Care maintenance.

With effect from 13 May 2008 a customer may not take different levels of Enhanced Maintenance Services across its primary line and auxiliary line group. If a customer takes an Enhanced Maintenance Service (PromptCare, Total Care & BT Assurance Plus) the customer must have the same level of maintenance service across both its primary line and auxiliary lines, and will be charged the appropriate charges for the Enhanced Maintenance Service selected , on each line /channel (excluding services provided within line rental tariff). This applies to all types of lines and channels.

Existing customers who have different levels on their lines will have until 30 June 2008 to advise BT of the level of Enhanced Maintenance Service they require on all their lines/channels. After 30 June 2008 customers will be charged for all of their lines at the appropriate charge for the Enhanced Maintenance Service taken.

BT carries out routine inspection and/or testing of the equipment in accordance with BT's normal practice for that kind of equipment. When a customer or its agent telephones BT to report a fault in the equipment or service, BT will respond in accordance with the appropriate service. The customer should provide BT with a contact name(s) and telephone number which will be the customer's contact point throughout the response period to enable BT to advise on the progress being made to clear the fault. BT will provide advice by telephone including, where appropriate, tests and checks to be carried out by the customer and, where possible, carry out diagnostic checks from BT premises. If this does not diagnose or clear the fault BT will, if necessary, visit the customer's premises. Faults will be corrected by repair or, at BT's option, by replacement in whole or in part. Expended consumable items will be replaced and a charge will be made for the new items. Where a customer requests BT to carry out work to remedy a fault on equipment or apparatus which BT is responsible for maintaining, but no such fault is found to exist, the customer will be charged for the visit (Section 15 Part 7).

The levels of service, unless otherwise agreed in writing at the time of signature of the contract, are defined below.