Business Broadband – Full details

Availability | Broadband Features | BT Services | Reliability | Support

Availability

Business Broadband. Broadband is already available at exchanges serving more than 99.7 per cent of UK homes and businesses. Business Broadband Using BT's Business Broadband Satellite service, download speeds up to 512kbps and     upload speeds up to 128kbps are available anywhere in the UK where a satellite dish has a     clear view of the southern sky Compatible phone lines Subject to line tests, you can get broadband (ADSL) if you have: A standard analogue (PSTN) BT telephone line A Home Highway, Business Highway, ISDN 2 or ISDN 2e digital BT line. Installing Broadband will involve converting your existing line from ISDN to analogue.     Depending on your current ISDN installation, equipment and services, you may prefer not     to do this. Installing an additional PSTN line for broadband could be a better solution BT Business covers the cost of conversion from ISDN to analogue You will not be charged a penalty if you convert to ADSL before your ISDN contract has     reached its minimum term If you have two telephone numbers for these lines you¿ll need to tell us which number you     want to keep. If you need to keep both (say, if one number is used for phone calls and the     other for fax) you¿ll need to order a second exchange line. Should the conversion fail, for technical reasons, your line will be converted back to ISDN     free of charge RedCare and RedCare GSM connections installed on a PSTN line since 31 July 2003 are     compatible with ADSL broadband Read more Incompatible lines, services and equipment Broadband is incompatible with the following: ISDN 30 Red ABC alarm services RedCare installed before 31st July 2003 will continue to report incompatible Caller Display CD50. There are no known problems with other caller display types Private circuits (analogue, KiloStream, MegaSteam) PBX lines, PBXs (digital switchboards) Auxiliary lines - one line that serves multiple phones PDQ equipment (credit card swipe machines) Some new-generation fax machines, which are incompatible with ADSL because they use the     same bandwidth frequency. We recommend that you check with your fax     manufacturer/supplier before purchasing broadband

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Business Features

What do you get with BT Business Broadband? The features described below are part of the BT Business Broadband service available via your telephone line, ie, BT Business Broadband Lite, Single, Share, and Network. Email You can send and receive email over the web from anywhere with Internet access via BT     Webmail, or you can download email using software such as Microsoft Outlook Express: To access your email from a web browser, connect to www.btbroadbandoffice.com/home Using a WAP mobile telephone, connect to http://wapmail.btconnect.com/index.wml Your BT Business Broadband account comes with ten mailboxes. You can add up to a hundred     extra mailboxes with the Internet Business Pack (IBP) Each mailbox has a capacity of 100MB The maximum acceptable size of any email message (including attachments) is 50MB BT's Business Broadband email service offers integral virus protection and an optional spam     filter: BT's anti-virus screening removes known viruses from your in-coming emails and     attachments before they arrive in your BT Connect mailbox Spam, or junk email, consists of unsolicited advertising messages. No anti-spam filter will     catch every message of this type, but we are able to identify a significant proportion of junk     emails As Broadband is an always-on internet connection, we strongly advise you to protect every     computer you connect to the internet against the business disruption and costly damage than     can be caused by internet-born viruses and malicious software BT Business Internet Security Pack provides constantly updated anti-virus protection. In     addition to internet-born viruses, it screens any programme loaded through your CD drive or     'A' drive. It also includes a firewall that protects you from on-line hackers seeking to access     commercial or private information (eg, bank website passwords) stored on your computer Web space You get 20MB of web space for your website. This can be increased when purchasing     Internet Business Pack The web address takes the form home.btconnect.com/yourbusinessname You can also use your own domain name for BT Business Broadband webspace If you use your BT Business web space to host a website, you will receive log files showing     visitor statistics Domain names If you add BT's Internet Business Pack (IBP) to your BT Business Broadband account: You can have your own '.co.uk' domain name, subject to availability, at no extra cost for the     first two years. Note, however, that if you close a BT Business Broadband + IBP account in     its first two years, there is a fee of £50 (ex VAT) additional domain names ('.co.uk', '.com',     '.org', '.org.uk', and '.net') are chargeable options at only £2.99 a month (ex VAT, 12-month     minimum period) You can add further domain names ('.co.uk', '.com', '.org', '.org.uk', and '.net') from only      £2.99 a month (ex VAT, 12-month minimum period) Find a domain name You can transfer a domain name from another Internet Service Provider (ISP) to your BT Business account (the transferring ISP may charge you for this). Regrades You can switch (regrade) between the BT Business broadband products listed below. A small fee applies. From one broadband speed or product to another broadband speed or product BT Business Connect to BT Business Broadband (subject to availability and line tests) More info on upgrading/regarding

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BT Service

For broadband internet connections provided via your telephone line: We aim to maintain your BT Business Broadband internet connection for at least 99.5% of the time There are no connection time-outs on BT Business Broadband connections BT Business Broadband is a shared network, so connection speed may be slower at peak     periods. Maximum and typical speeds - assuming customers use the resource equally

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Reliability

BT Business Broadband services delivered via your phone line - including access, email and hosting - are designed to be available 24 hours a day, every day. Automated programs and skilled engineers monitor them constantly. Additional teams of engineers available should a problem arise. General service benefits Key BT Business Broadband service capabilities, including email, are duplicated to minimise the     risk of a single equipment failure causing complete loss of service All scheduled maintenance and service upgrades are planned for completion outside normal     business hours You can check the current service status 24/7 via our free Service Status Line, 0800 169 2712,     or via the Service Status link on www.btbroadbandoffice.com/help/sstatus/bb We aim to clear all faults as quickly as possible. Our target repair time for faults with your access     line is 48hrs, although clearing a complex broadband network fault may take longer If you have business critical applications that rely on your broadband connection, you should     consider some form of back-up internet connection for use in the event of service failure Additional guarantees for BT Broadband Network customers Repair within 24 hours for the standard service Repair within 8 hours for the premium service The BT Broadband Network Service Level Guarantee covers three aspects of your service: Internet connectivity - end-to-end IP connectivity between the internet and the ethernet     interface at your premise Email availability - sending and receiving email via the BT Business Connect email platform Website availability - access to your BT Business Broadband-hosted web site via the public     internet How to claim If the qualifying fault is not repaired within the guaranteed time, you may claim a service level     credit within 90 days of the end of the month in which you reported the fault To make a claim, you simply fill out an online SLG claims form We will confirm receipt of your claim within 24hrs and complete our investigations into it within     seven working days General service benefits Key BT Business Broadband service capabilities, including email, are duplicated to minimise the     risk of a single equipment failure causing complete loss of service All scheduled maintenance and service upgrades are planned for completion outside normal     business hours You can check the current service status 24/7 via our free Service Status Line, 0800 169 2712,     or via the Service Status link on www.btbroadbandoffice.com/bbhome We aim to clear all faults as quickly as possible. Our target repair time for faults with your access     line is 48hrs, although clearing a complex broadband network fault may take longer If you have business critical applications that rely on your Broadband connection, you should     consider some form of back-up internet connection for use in the event of service failure

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Support

As a BT Business Broadband customer you have 24/7* access to our helpdesk team via phone     or email If you wish to speak to a more senior member of staff or make a complaint and cannot do so     immediately, we'll agree a time to call you back BT Business is responsible for its software and for technical service support from our network to     your modem connection You are responsible for technical support of your computer configurations, specific customer     applications, LAN configurations / integration and upgrades, LAN administration, and any     equipment connected to your computer * Please note: support for Business Broadband Satellite is available Monday - Friday (exc bank     holidays) 8am -5:30pm - 08456 015 919. Type of support Query type Call costs Support times Contact details Orders Customers with enquiries regarding their order or installation Freefone 8.00am-8.00pm Mon to Fri (ex holidays) 0800 169 8639 or orders@btbroadbandoffice.com or, for online order tracking: www.btbroadbandoffice.com/broadband Technical Customers needing technical support Phone calls charged at local call rates (inc VAT: 4p daytime, 1.5p evenings, 1p weekends. Minimum call charge 5p) 24 hours a day, every day 0845 600 7020 or support@btbroadbandoffice.com or, for Service Status: www.btbroadbandoffice.com/help/sstatus/bb Billing Customers with enquiries regarding billing Phone calls charged at local call rates (inc VAT: 4p daytime, 1.5p evenings, 1p weekends. Minimum call charge 5p) 8.00am-8.00pm Mon to Fri (ex holidays) 0845 600 7020 billing@btbroadbandoffice.com

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