SureDial Home
Service Specific Terms and
Conditions The C&W SureDial Home Service
enables Isle of Man customers to make Calls from their existing
telephone line by simply dialing a prefix of 13545 before the
number they wish to dial. SECTION 1 – Service Specific Terms and
ConditionsSECTION 1 -
Service Specific Terms and Conditions
These C&W Service
Specific Terms and Conditions should be read in conjunction with
the C&W General Terms and Conditions, the terms of which are
incorporated into this agreement. Where there is conflict these
Service Specific Terms and Conditions supersede the General Terms
and Conditions.
1. Definition
and Interpretation
All words, phrases and
terms used in these Service Specific Terms and Conditions shall
have the meanings given to them in the C&W General Terms and
Conditions except where they are re-defined in these Service
Specific Terms and Conditions or where their meanings must
necessarily, and subject to Your and Our mutual consent, be varied
by the context in which they arise in these Services Specific Terms
and Conditions. In addition, in these Specific Terms and
Conditions:
"Call"
means the set up, holding and ending of a transmission path through
the telecommunications system of C&W and the conveyance by
C&W of a Message over such transmission path.
"Call
Capping" means any caps that are applied to the charge for
Calls in the Manx Telecom Standard Choice tariff at 1 July
2008.
"Inclusive Minutes" means the
specific number of Call minutes, if any, that are included free of
charge with Your Service as detailed in Our Price List which can be
found at www.surecw.com.
"Minimum Call
Charge" means the minimum You must pay Us per successful
Call. If the calculated charge payable for a Call is equal to or
less than the Minimum Call Charge then You will pay Us the Minimum
Call Charge. If the calculated charge payable for a Call is more
than the Minimum Call Charge then You will pay Us the total
calculated charge for the Call.
"Minimum
Spend" means the minimum payment You must make to Us for
Calls made during each billing period and as detailed in Our Price
List.
"Price
List" means the full list of Call charge rates that apply
to this Service published on Our website at www.surecw.com as
varied from time to time.
"Telephone
Exchange" means Our fixed network switch and all
associated Telecommunications Apparatus used by Us to provide You
with the Service.
2. Provision of
Service
2.1 We will make the
SureDial Home Service available to You as long as You have a
working exchange line provided by a licensed telecommunications
operator in the Isle of Man. If the exchange line ceases to work
for any reason including, but not limited to a fault in the
Telecommunications Network of the licensed telecommunications
operator or termination for non-payment of a bill, We will be
unable to provide the SureDial Home Service to You.
2.2 The percentage
savings offered under the SureDial Home Service are in comparison
to Calls on the Manx Telecom Standard Choice tariff at the rates
applying on 1st July 2008 (or any other date stated on
Our Price List) excluding the effect of any savings attributable to
Call Capping. The saving excludes any Inclusive Minutes that
may apply to Your Service, the saving on used Inclusive Minutes
being an additional saving.
2.3 In order for Us to
provide You with the Service You must have an analogue exchange
line provided by Manx Telecom. If that exchange line, or the
interconnect link between Us and Manx Telecom is suspended or
terminated for any reason We will not be able to provide You with
the Service.
3. Use of the
Service
3.1 You can use the
SureDial Home Service provided You have completed an Application
Form for the Service and We have completed the update of Our
systems. If You use an analogue dialler use of the Service
will also require the dialler to be installed.
3.2 The SureDial Home
Service requires that You dial 13545 in front of the full called
number for each Call, otherwise You will be billed for the Call by
Manx Telecom from which You rent Your exchange line.
3.3 It is Your sole
responsibility to ensure You dial 13545 in front of the called
number for each Call irrespective of whether this is achieved
manually or through an analogue dialer.
4. Term of
Service
The Initial Term for the Service is 1
year.
5.
Charges
5.1 A Minimum Call Charge
will apply, the rate for which will be as detailed on the Price
List. Where the duration of a Call is longer than the time covered
by the Minimum Call Charge the Call will be charged on a per second
basis.
5.2 Call destinations that
are available on the SureDial Home Service will be as detailed,
together with the applicable Call charge rates, on the Price
List.
5.3 Both the Call
destinations that are available and the Call charge rates may be
amended from time to time. When amendments are made the date at
which MT pricing was derived will be that published in Our Price
List (section 2.2 above).
5.4 We will not charge You
a connection charge or a rental charge for using the SureDial Home
Service, however a Minimum Spend commitment as detailed on the
Price List at
http://www.surecw.com/ will
apply.
5.6 Any Inclusive Minutes
applicable to Your Service are as detailed in Our Price List.
Unused Inclusive Minutes at the end of each billing period are not
rolled over to the next billing period.
5.7 The full monthly allocation
of Inclusive Minutes will apply in any month which is a part
period, that is, the first and last month You take the
Service.
6.
Payment
6.1 Call charges will be
calculated, except where We otherwise determine, using the details
recorded at Our Telephone Exchange or provided to Us by Other
Licensed Operators.
6.2 The Call duration shall be
the duration from the establishment of the means of communication
to the termination of the transmission.
6.3 Calls made using the SureDial
Home Service will be billed monthly in arrears. Except as otherwise
stated in this Agreement, payment must be made within 21 days of
the date of the bill.
6.4 Payment must be by direct
debit. Payment will be taken on or after the date shown on
the bill.
6.5 Bills will be provided
electronically via Our web site
http://www.surecw.com/. You must
provide Us with a valid email address on the Application Form for
notification purposes. It is Your responsibility to let Us know if
Your email address changes and We will assume Your email address
remains valid unless You tell Us otherwise. If You require a
paper bill We will make a small charge as detailed in Our Price
List.
7.1 You may by giving notice to
Us at least 30 calendar days before the expiry date of the Initial
Term of Service, terminate this Agreement on the expiry date. If
You terminate this Agreement during the Initial Term of Service You
shall be liable for any outstanding charges at the rate in force in
Our Price List. After the Initial Term of Service You may terminate
this Agreement by giving Us at least 30 calendar days notice in
writing at any time.
7.2 Notwithstanding Our right to
terminate this Agreement under clause 17 (Termination) of the
C&W General Terms and Conditions, We may terminate the Service
if We detect an unusual Call pattern or suspect that the Service is
being used in breach of clause 4 (Use of Service) of the C&W
General Terms and Conditions.
8.
Diallers
8.1 You will be issued with
one free analogue dialler, which will remain Your property upon
termination of this Agreement.
8.2 Additional analogue diallers may be purchased
separately.
8.3 Cable & Wireless
Isle of Man accepts no responsibility or liability for the
operation of the analogue dialler.
SECTION 2 – Service Schedule
Cable & Wireless Isle of Man Service Level Schedule
defines the standard level of Fault response and provision target
times for SureDial Home Services within the Isle of Man.
Provision of SureDial Home Service | 2 Normal Working Days or as agreed with the customer if
outside that period. (subject to any third party provisioning times) |
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C&W will provide You with the
SureDial Home Service on the terms and conditions as stated.
C&W plan to deliver a working service by the time as agreed
with You or within the maximum time for provision as stated
above.
Requests made to Us relating to
the provision of the SureDial Home Service must be made in writing
to: Cable & Wireless Isle of Man Limited, 14 Athol Street,
Douglas, Isle of Man, IM1 1JA or email talk@surecw.com
If You require any work for the
provision of service to be undertaken outside of the Normal Working
Hours then a charge will be made based on at the rate that is
applicable at the time that the work is carried out.
Fault Support (Telephony Service)
Fault Support | Via Our Contact Centre on 0808 10 15 247 |
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(24 x 7) | |
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Fault Cover | Normal Working Hours 0800 – 1700 hours Monday to
Friday. |
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| Excluding Public/Bank Holidays |
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Fault Response | Within 8 hours of receipt of Fault report – in Normal Working
Hours only |
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Clear | Resumption of service by the end of the next Normal Working
Day. |
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Where a resolution cannot be made
at the time of reporting then We will ask You to provide Us with a
contact telephone number to enable progress on Fault clearance to
be made.
We will also:
- Provide advice by telephone
- Carry out tests and diagnostics on the SureDial Home
Service
- Work to resolve the Fault within the agreed time period as
stated in this schedule
If We respond and work on a
reported Fault and it is subsequently found not to be a Fault with
Our Service then a charge may be made based on Our rates that are
applicable at the time that the work is carried out. These rates
can be advised when You report a Fault, or at any time by dialing
01624 692200.
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