Phone Systems Maintenance – Terms & Conditions


One Connectivity Limited is willing to provide, and the company (you) wish to receive, various services in accordance with the terms and conditions contained in this agreement.


Terms and condition for the lease/rental of all equipment in this agreement please refer ONLY to the terms and conditions as provided by the lease company including direct debit payment schedule.



1. Provision of Service


1.1 One Connectivity shall use all reasonable endeavours to provide each service to the company from the date the service is approved.

1.2 One Connectivity shall use reasonable endeavour for 24 hours in every day and each and every day of the year to provide support to the company in line with the One Connectivity support structure.

1.3 One Connectivity do not warrantee that the service will be fault free or free of interruption. The company shall report such faults in line with the support structure.

1.4 One Connectivity may change the conditions of service in order to reflect contractual changes impose upon One Connectivity by its suppliers including British Telecom.

1.5 Exclusions to the One Connectivity Standard Cover Plan; (i) fault due to company error, (ii) the equipment has been subject to abnormal physical or electrical stress, (iii) damage to the equipment due to accident, neglect, misuse, tampering by the company or an act of God.


2. Use of Service


2.1 The Company must not in our reasonable opinion materially affect the quality of our telecommunications service including the sending and receiving of data as the adversely affect the network.

2.2 The Company must not make available or upload files that contain software or other material not owned or licensed by the company, or knowingly make available or upload files containing a virus, or falsify the true ownership of software.


3. Equipment Obligations


3.1 The Company must not allow any persons apart from One Connectivity employees or agents to service or in any way interfere with the equipment during the term of this agreement.

3.2 Exclusion of service; cordless handsets and batteries, non-system terminals, example SLT handsets, additional programming unless remote access is available.

3.3 The Company acknowledges that One Connectivity is not the manufacturer of the equipment and accordingly the warrantee of the equipment lies with the manufacturer, temporary replacement equipment may be supplied to the company at the discretion of One Connectivity. The equipment must be returned upon the request of One Connectivity.


4. Charges, Bills and Payments


4.1 All prices quoted are exclusive of VAT. VAT will be added to your One Connectivity bill accordingly.

4.2 Direct Debits will be collected by One Connectivity on the 28th of each and every month thereafter for the duration of this agreement.


5. General


5.1 In the event that any provision of this agreement is held to be void, illegal or unenforceable the relevant provision shall be deemed not to be or never to have been or formed part of this agreement and the remaining provisions of this agreement shall continue in full force and effect.


This agreement shall be governed, construed and take effect in all respects in accordance with English Law and the exclusive jurisdiction of the English courts.


The One Connectivity Standard Cover Plan– Phone System Maintenance


Monday to Friday 08.30am to 5.30pm excluding Bank holidays


All faults must be reported immediately in accordance with One Connectivity’s Support Structure. (Phone and or /e-mail)



Fault Category Example SLA
Critical No incoming or outgoing calls throughout the business Engineer on site within 4 hours (best endeavour)
Non Critical Single user – faulty handset 16 hours resolution (+ 24 hour postal delivery if required)
Out of Hours Service By separate agreement



What is covered?


  • Any equipment supplied by One Connectivity that develops a fault within the maintenance period.
  • Any critical fault that results in a loss of service. An engineering will attend site.
  • Any remote changes to the system, first 30 minutes FOC, charged at £60 per hour thereafter.


What is not covered?


  • Any equipment deemed to be damaged by misuse.
  • Any failed engineer appointments.
  • Any cabling faults.
  • Any faults on equipment not supplied by One Connectivity.
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