Introduction
Service Overview
The support provided by Proximus during the implementation and operation phases is applicable to the Solution elements listed per Service Component in the table below.
Functional Service Description
This last Proximus access line can be used for the customer's voice traffic and for his Proximus data traffic. A Proximus access line is a physical access line from the customer's location to the Proximus network. The CPE is used as the interface of the Proximus Access Line to the customer.
If the Customer wishes to ensure that the Service remains operational during a power outage, it must ensure that the electrical power of the CPE is secured (e.g. battery backup or UPS). The Customer may reuse his existing telephone number from another operator (Port in), provided that the number belongs to the same Belgian geographical area. The Customer keeps his number for the entire duration of the Agreement, unless (1) he expressly requests a number change, (2) the Customer moves without the possibility of keeping his number for technical reasons, or (3) Proximus is obliged to change the number for service-related purposes.
The customer is charged a flat rate as published in the price list. The number can only be ported if the customer moves within the same geographical area. If the customer wants to transfer his number to another operator (port out), he must contact the aforementioned operator.
The customer can request the porting of his number up to one (1) month after the date of termination of the agreement. In case of transfer proven or suspected fraud by the customer or third party. The customer is responsible for the accuracy of the data that he communicates to Proximus.
Any change to the customer's identification or connection information must be included in the information service database and catalogs (paper & electronic) as soon as possible. With the language selection, the Customer can change the language of the value-added services.
Implementation Phase
Once the Service is activated, it will be deemed to be available to the Customer. Delivery, configuration or activation of the customer's terminal equipment and telephone exchange connected to the service. In order to ensure that the porting (including porting) of the existing phone number takes place at a convenient time for both customers, Proximus will proceed with said porting within the time frame agreed with the customer.
If the customer's premises are equipped with the necessary cabling and equipment, and if the required infrastructure is present in the public domain, the activation timing mentioned above applies. If the Client wishes to carry out the works on his premises, he will give Proximus an indication of the date from which the works will be ready and notify Proximus when the works have been completed. If the customer wants Proximus to carry out the works on his premises, Proximus will first submit an estimate of the costs for these specific works to him for approval of the related costs and – after a formal order of the extra services of the customer – the timing .
If the infrastructure (connection) is not present on public land, additional works may be required, the above-mentioned activation time will be longer and additional costs will be charged to the Customer: most of these works are subject to government authorization, which will cause a significant delay during the installation of the Service. In that case, Proximus will inform the Customer of the cause and duration of the delay. A specific cost estimate will be provided to the Customer regarding the costs of the installation work.
In all cases, Proximus will use its reasonable efforts to activate the Service within the time frame established in the confirmation letter or RFD sent to the Customer. In the event of a delay, Proximus informs the customer of the status of his order, the delay and the reason for it. At the end of the implementation phase, Proximus will take care of all packaging and other waste materials and will invite the customer to do an acceptance of the configuration and installation.
Operational Phase
Calls to or from customer service may also be listened to or recorded for quality control purposes. The main goal of Remote Diagnostics is to assess and analyze the reported event, determine the cause and validate the impact of the event – either verbally or by accessing the customer environment via a remote connection. This may include a field intervention at any location where the solution element is located, except at the customer site.
In the event that an Incident cannot be resolved externally, an On-Site Intervention will be carried out by Proximus at the Customer's Site at a mutually agreed upon time. This chapter describes the rules that apply to the delivery and installation of the spare part and the return of the defective part in the event of a hardware incident. Delivery of the spare part from Proximus, the spare part and travel costs are included in the service fee, provided that the customer location in question is located in Belgium.
Proximus comes to the customer's site to deliver the spare part and replace the broken part with the spare part. Proximus collects and documents updated information about the configuration of the solution element in scope This documentation is only available to Proximus. This section defines the access management rights that Proximus and the customer have in relation to the in-scope solution element.
The customer has no access or administration rights and is not authorized to make any changes to the Solution Element or the interfaces. Proximus will make reasonable efforts to make regular backups of the Solution Element configuration in scope and make it available for recovery purposes in case of Incident. These changes may impact the recurring service fee and must be requested in writing by the customer.
Service Levels
Proximus alone determines the technical means necessary to provide the Service in accordance with the Agreement. In case of infringement, the Customer has the right to claim from Proximus the Service Credits listed in the table below. The Service Credits are the sole legal remedy if Proximus fails to meet its SLA commitments.
If the Agreement expires or is terminated before the Service Credit is issued, the Service Credit will become void on the date the Agreement expires or is terminated. In case the customer discovers an incident, the Service Desk can contact the service department. Maintenance or development of the Service may require Proximus to limit or suspend the Service.
In that case, Proximus will (1) make maximum use of the Service's scheduled work window as defined below and (2) limit the period of restriction or suspension to the time necessary for applicable interventions. Scheduled Works are not taken into account in calculating the Service Level Agreement, if any. This activity may require restarting the CPE, resulting in a temporary interruption of the Service.
The service credits applicable to any SLA are defined as a percentage of the monthly service fee. The aggregate amount of Service Credits provided to Customer under this Agreement in connection with any SLA in any calendar month will not exceed the recurring fees paid by Customer for the Service for that month. Remote intervention/on-site intervention for all service components included as standard in the service (not on options).
P1 events Defined in the Service Levels chapter of the CSD for the converged Proximus Data Service. In the event of an incident caused by problems with the access line, the service credit only applies to the Proximus data service.
Specific Terms and Conditions
The full performance of the Service resumes when the Customer has fulfilled its obligations. If the termination takes place during the implementation phase, costs and work performed by Proximus will be charged to the customer. When the customer chooses standard flavor:. a) Proximus Access Line (if necessary for the relevant technology) is included in the service (b).
When the customer selects the converged flavor:. a) The Proximus Access Line is not included in the Service. In the context of this Agreement, Proximus is in no way liable for the proper functioning of the Proximus Access Line that the Customer uses to access the Service. The Customer cannot assert any rights to the number that Proximus has assigned to him.
The customer will ensure that only compatible customer terminal equipment and PBX that are in good working order are connected to the network. Except in case of Force majeure, in the event that Proximus makes changes to the technical features of the Service that require the Customer Terminal Equipment or PBX to be replaced or modified, Proximus will notify Customers at least 6 months in advance. The customer shall notify Proximus immediately in writing of any changes to the identification data of the authorized persons.
A change to the customer's infrastructure, on which the service is based, is carried out by the customer or a third party. Proximus acts as data controller for all other personal data processed by Proximus in accordance with this agreement, including any list of fixed numbers that the customer must include in the scope of the agreement provided by the customer. The customer accesses the configuration data only with the prior written consent of Proximus.
