Contractual Service Description Enterprise Voicede524177-2240-415f-ab4e...2017/10/24 · Service allows the Customer to make calls to the Proximus public telephone network and to

EBU Solutions

Contractual Service Description

Enterprise Voice

Date 31/03/2017

CSD Enterprise Voice

Proximus PLC under Belgian Public Law, Bd. du Roi Albert II 27, B-1030 Brussels, Belgium

VAT BE 0202.239.951, Brussels Register of Legal Entities, Giro BE50 0001 7100 3118 BPOTBEB1 Page 2 of 31


Table of contents

Table of contents ................................................................................................................. 2

1. Summary ......................................................................................................................... 3

2. Service at a glance .................................................................................................... 4

3. Functional Services .................................................................................................... 7

4. Implementation Services ..................................................................................... 16

5. Operational Services .............................................................................................. 18

6. Service Level Agreement (SLA) ...................................................................... 22

7. Specific Terms and Conditions ......................................................................... 27





1. Summary

Enterprise Voice (here in after the ‘Service’) is a Service that provides Customers with public telephony

services based on a Proximus data connection that is suitable for Voice over IP (Internet or Explore). The

Service allows the Customer to make calls to the Proximus public telephone network and to other fixed

and mobile networks linked to it.

The Enterprise Voice Service is available in several service flavors depending on the type of Customer

Premises Equipment (CPE), voice channels needed and if the Customer wants to use the Proximus data

connection underlying the Service exclusively for its voice traffic or to combine its voice and data traffic on

a single access line:

• Enterprise Voice Mono1 Standard or Mono Standard • Enterprise Voice Mono Converged or Mono Converged • Enterprise Voice Duo2 Standard or Duo Standard • Enterprise Voice Duo Converged or Duo Converged • Enterprise Voice Multi Standard or Multi Standard • Enterprise Voice Multi Converged or Multi Converged • Enterprise Voice Multi Excellence3 or Multi Excellence

The Enterprise Voice Service is said “Standard” when it is delivered in a voice-only configuration, i.e. only

the Enterprise Voice Service is transported over the Proximus Data Connection.

The Enterprise Voice Service is said “Converged” when it is delivered in a configuration where a Voice

Service and a Data Service are transported over the same Proximus Data Connection.

In all cases, the Customer benefits of the necessary Quality of Service (QoS) to ensure the voice quality.

Except for the Converged flavors, the Proximus data connection underlying the Service is included in the

Service and is used only for the voice traffic. In case of Converged flavors, the Service does not include the

Proximus data connection underlying the Service which, as a prerequisite, is subject to a separate

agreement. In addition in all cases, the Service does not include the PBX (on site or Cloud) which is also

subject to a separate agreement.

The functionality of the Service is described more in detail in the Section ‘Functional Services’, whereas the

support provided to the Customer during the implementation and the operational phases is described

respectively in Sections ‘Implementation Services’ and ‘Operational Services’. The Service levels available

are described in the ‘Service Level Agreement’ Section.

1 Also called Bizz IP Telephony Mono

2 Also Called Bizz IP Telephony Duo

3 Only Available on dedicated fiber





2. Service at a glance

The table below presents the functional service components of the Service, as well as the components included to support the Service during the implementation and operational phases.

The Service is offered in different flavors. The table below lists the service components included in the flavors, where ‘D’ means ‘included by default’, ‘SC’ means subject to a separate agreement’ and ‘O’ means ‘optional’.

Once the flavor and options (if any) have been selected through the Order Form, the scope of this

Agreement is defined. Adding or changing service components will lead to a new Agreement.

Enterprise Voice Service Components Mono Duo Multi

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FUNCTIONAL SERVICE COMPONENTS

Voice Network

Components

VoIP Platform D D D D D D D

Proximus data

connection

Proximus Data connection D SC D SC D SC D

CPE Data connection CPE (Modem/Router) D SC D SC D SC D

Voice CPE if technically needed D D D

Voice services Voice channels (min.) 1 1 2 2 2 2 30

Voice channels (max.) 1 1 2 2 16 120 120

Public on-net calls D D D D D D D

Public off-net calls D D D D D D D

Emergency calls D D D D D D D






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Value-added

services

Numbering (Individual numbers)4 1 1 2 2 2 2 2

Extra Individual numbers4 O O O

Ranges of 10/100/1000/100004 0 O O

Directory Services O O O O O O O

CLIP: Calling Line Identification Pres. O O D D D D D

CLIR-T: standard display allowed D D D D D D D

CLIR-T: standard display Restricted O O O O O O O

COLP: connected line display D D D D D D D

CNIP: Calling Name Identification Pres. O O O

DTMF D D D D D D D

OCB-P: Permanent Outgoing Call Barring O O O O O O O

ICB-P: Permanent Incoming Call Barring O O O O O O O

Private number O O O O O O O

Temporally Move D D D

CT: Call Transfer O O D D

CF: Call Forwarding O O D D

CFNreach: Call Forwarding Not Reachable O O O

4 By default, the total amount of numbers and ranges is limited according to: 2*quantity*individual numbers + 1*Quantity*numberranges <=32






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DRS1 Group CFU – Proximus Managed D D D

ACR: Anonymous Call Rejection O O O O O O O

Call Waiting O O D D

Phone mail O O O O 0 O O

3PTY-Conference O O D D

Language choice D D D D D D D

IMPLEMENTATION SERVICE COMPONENTS

Configuration and Activation D D D D D D D

OPERATIONAL SERVICE COMPONENTS

Reactive Care Service Desk Access D D D D D D D

Remote Diagnostics D D D D D D D

Remote Intervention D D D D D D D

Reporting Service Usage Reporting SC SC SC SC SC SC SC

Service

Windows

Incident Handling Window SSH (Mon-Fri 8:00-18:00) D D D D D D D

Service Level

Objectives

Service Restoration P1 Same Day 0 O O

SLA of underlying data connection SC SC SC

Standard SLA (Mon-Sat 07:00-22:00, Service Restoration

P1 5h, Service Availability 99.9% yearly) D

Incident Handling Window 24x7 on Standard SLA O






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Standard Plus SLA (24x7, Service Restoration P1 3h,

Service Availability 99.965% yearly) O

Gold SLA (24x7, Service Restoration P1 2h, Service

Availability 99.99% yearly) O

3. Functional Services

3.1 Overview

3.1.1 Common components

The different flavors are based on the following common components:

• The VoIP Platform • The Proximus Data Connection

3.1.1.1 IP Platform

The VoIP Platform also called the IP Multimedia Subsystem (IMS) is the heart of the Proximus backbone

and consists in call handling and media gateway equipment, monitoring and security equipment. This

platform is geo-redundant and hosted in the Proximus data centers and managed by Proximus. It delivers

the necessary voice channels and services towards the Customer's systems (Phone/fax devices for the

Mono and Duo flavors or PBX for the Multi flavors) and handles the communications towards other public

networks (Fix/Mobile/International). The advanced voice features are delivered by application servers

coupled with IMS, or when Enterprise UC features are needed, via the Proximus Cloud UC platforms.

Monitoring and security is delivered by the network Session Border Controller which provides access to and

protection of the platform.

Below is an overview of the supported voice codecs and the corresponding bandwidths when passing to

the public telephony network PSTN/ISDN:





BB/SK5

ADSL VDSL2 Use

G729 45 Kbps 30 Kbps Voice

G711

T.38

110 Kbps

45 Kbps

90 Kbps

45 Kbps

Voice/Fax/Data

Fax

Other codecs are allowed for public on-net point to point communications meaning both ends must be

connected to the Proximus VoIP service (for example High Definition voice G.722). However, Proximus does

not give any guarantee for other codecs than above in terms of compatibility, quality or bandwidth

reservation.

The media gateways are also owned and managed by Proximus. It is at the border of the solution and

provides access to the public telephony networks (fixed and mobile). It converts the VoIP packets to the

traditional switched telephony and international carrier’s network access.

3.1.1.2 Proximus data connection

The Proximus data connection is the physical access line to the Service . The Service can be provided by

mean of various physical access technologies (e.g. DSL, GPON, Ethernet) over different types of physical

lines (e.g. copper lines, fiber lines).. It connects the Customer’s systems (phone/fax devices for the Mono

and Duo flavors, or PBX for the Multi flavors) to the Proximus data backbone network. In case of Multi

Flavor, the Proximus data connection does not include the connectivity between Customer phone/fax

devices and the Customer PBX (also in case of cloud PBX).

As deviation to the General terms and conditions for the VoIP service, except for the Converged flavors,

the Proximus data connection is included in the Service. This Proximus data connection may only be used

for the Customer’s voice traffic and not for the traditional Customer’s data traffic. For the Converged flavor,

the Proximus data connection is not included in the Service. It is a prerequisite subjected to a separate

agreement. This latter Proximus data connection shall be used for the Customer’s voice traffic and for its

traditional data traffic.

The Proximus data connection depending of the Customer situation is based on xDSL or shared or

dedicated Fiber technologies. Proximus has sole discretion as to the technical means necessary to establish

access to the Service and therefore determinate at its own discretion which Proximus data connection type

is appropriate for the Customer. Consequently, Proximus may for example require that the Customer

adapts, at its own costs, its existing Proximus data connection to support the Service or refuse for technical

reason to provide a specific flavor to the Customer (in such case, Proximus shall propose to the Customer

to order another flavor). Proximus has the same discretion if the Customer’s situation changes during the

Agreement. Proximus cannot warrant maintaining the ordered flavor for Customers moving to a zone

covered by another technology.





3.1.2 Topology

The following diagrams present the network topology of the Service for the different flavors.

3.1.2.1 Enterprise Voice Flavor Mono and Duo

Enterprise Voice Mono and Duo are used to connect 1 or 2 analog phone/fax devices to the public

telephony network.

Enterprise Voice Mono provides Voice connectivity with 1 Voice Channel (a single voice communication

possible) to 1 analog device.

Enterprise Voice Duo provides Voice connectivity with 2 Voice Channels (2 simultaneous voice

communication possible) to maximum 2 analog devices.

In the Standard configuration, the Proximus data connectivity is included in the Service.

The Proximus data connectivity is not included in the Service for the Mono and Duo Converged flavors but

is part of the data service selected by the Customer and subjected to a separate agreement

The Mono Standard is not available on an xDSL physical access connection.

The picture below gives an overview of the architecture of Mono and Duo flavors.

3.1.2.2 Enterprise Voice Multi Converged

The Multi Converged is used to connect a Customer’s PBX (on site or cloud PBX) to the public telephony

network via the available Proximus Data Connectivity.

It can provide several voice channels from 2 to 120 depending on the available bandwidth.

The Proximus data connectivity is not included in the Service for the “Multi converged” flavor but is part of

the data service selected by the Customer and is subjected to a separate agreement.





3.1.2.3 Enterprise Voice Multi Standard

The Multi Standard is used to connect a Customer’s PBX (on site or cloud PBX) to the public telephony

network.

It can provide several voice channels from 2 to 16 depending on the available bandwidth.

The Proximus data connectivity is included in the Service for the Multi Standard flavor.

The picture below gives an overview of the architecture of Multi Standard.

3.1.2.4 Enterprise Voice Multi Excellence

Multi Excellence is used to connect a Customer’s PBX (on site or cloud PBX) to the public telephony

network for Customer requiring a dedicated fiber as physical access line.

It provides several voice channels from 30 to 120.

The Proximus data connection is included in the Service.

The pictures below depict the 3 topologies of the Multi Excellence flavor. Each topology is linked to a

specific SLA:

• The standard SLA is based on a single physical access line, with its own data connection CPE. • The Standard Plus SLA is based on a double physical access line with only one data connection

CPE. • The Gold SLA is based on a double physical access line with each his proper data connection CPE





Enterprise Voice Multi Excellence – Standard topology

Enterprise Voice Multi Excellence – Standard Plus topology

Enterprise Voice Multi Excellence –Gold topology

3.1.3 Customer Premises Equipment (CPE)

The CPE is used as the interface between the Customer and the Service.

The Service can only be supplied if the different CPE’s are powered.

If the Customer wants to ensure the Service remains operational during a power outage, he must take care

of the electrical power securisation of the CPE’s (Battery back-up or UPS for instance). A UPS back-up can

be ordered from Proximus. It is however not a component of the Enterprise Voice Service.





3.1.3.1 Data connection CPE - Modem/Router

Proximus provides the Customer with a data connection CPE when the Proximus data connection is

included in the Service.

For the Mono Standard and Duo Standard flavors, Proximus provides the Customer with the CPE called b-

box. Proximus installs and configures the CPE which is rented by Proximus in the framework of the Service.

The CPE constitutes the demarcation point of the Service meaning Proximus is liable for the supply of the

Service until this physical point (included).

The Mono Standard and Duo Standard Flavors service are delivered at the analog ports of the b-box on

which the Customer can connect analog devices such as phone or fax. For Enterprise Voice Mono Standard,

one analog port is activated, whereas for Enterprise Voice Duo Standard, two analog ports are activated,

each with their own telephone number.

For the Multi Standard or Excellence flavors, Proximus provides the Customer with a CPE (a modem, also

called b-box, or a router) depending on the type of the Proximus data connection. Proximus installs and

configures the modem or router which is rented by Proximus in the framework of the Service.

In case of the Converged Flavors, the Proximus data connection is not included in the Service. Therefore

the Data connection CPE is not included in the Service. It is a part of the data connection agreement.

3.1.3.2 VoIP CPE - Bizz IP box

In case of Multi flavors, Proximus ensures by default the Service until the Proximus IP-PBX (demarcation

point) provided that the Customer uses an IP-PBX certified by Proximus for interoperability with the Service

and managed by Proximus. The selling or renting, installation, configuration and maintenance of this

certified IP-PBX is not in the scope of the Service.

If the Customer does not use a certified and managed IP PBX by Proximus, then the Customer’s PBX

connected to the Service must, as a prerequisite, be either (1) an IP PABX compliant with the Proximus

network specifications of the Enterprise Voice Multi Service or (2) an isdn-2 PABX compliant with the ISDN-

2 specifications . In either cases, Proximus provides, as an additional and charged option, the Customer with

a Voice Customer Premise Equipment (called Bizz IP Box) which is rented by Proximus and installed,

configured and managed by Proximus. This Bizz IP Box constitutes the demarcation point of the Service

(included).





3.2 Voice services

3.2.1 Voice Channels

The number of voice channels determines the number of simultaneous communications that a Customer

is able to have at the same time. A voice channel enables a single voice communication, in emission or

reception between the Customer and a correspondent on the Proximus public telephone network.

The voice channels are granted to the Customer in the framework of the Service depends on the flavor and

type of data connection underlying the Service:

Mono

Duo Multi

Standard

Multi

Converged

Multi

Excellence

ADSL

VDSL

Fibre

1

1

1

2

2

2

4

16

16

4

8

120

Not Available

Not Available

120

Max Voice channels per Enterprise Voice flavor

The exact number of voice channels that can be supported depends on the guaranteed bandwidth of the

available Proximus Data Connection. It can also be limited by the Customer PBX; therefore the Customer

shall thus consult his PBX agreement for this respect. The voice channels are transported over the

Proximus data connection via a dedicated voice VLAN configured with the right priority settings so as to

ensure the necessary audio quality.

3.2.2 Public on-net calls

Public on-net calls refer to calls between a Customer who is connected to the Proximus VoIP platform and

another correspondent from another Customer who is also connected to the Proximus VoIP platform.

These calls do not go to or pass through the public switched telephone network. They are billed per minute

on top of the subscription fee for the Service.

3.2.3 Public off-net calls

Public off-net calls refer to calls between a Customer who is connected to the Proximus VoIP platform and

a correspondent not connected to the Proximus VoIP network (e.g. connected to the public switched

telephone network or the mobile network).

They are billed per minute, on top of the subscription fee for the Service.





3.2.4 Private "on-net” calls

The Private on net calls refer to telephone calls between two sites of a same Customer’s virtual private network (VPN). Private On-Net Calls will be charged as public on-net calls.

3.2.5 Emergency calls

The Service provides access to the emergency services, in which the static localization occurs via the postal

code of the Site from which the call is made. For example, when an emergency call is made from a

telephone number that was delivered to a Site in Ghent, it is routed to the public safety answering point of

the 9000 zone concerned.

However, in case of use of the Service with a Cloud PBX, the possibility to make use of the emergency calls

must be carefully verified by the Customer in its PBX agreement. Indeed, because of the inherent

nomadicity feature of Cloud PBX meaning that the location of the end user may change, routing the call to

the right emergency service and making sure the emergency services goes at the end-user location,

depends on the PBX features and not of the Service. Any limitation regarding emergency calls resulting

from the use of a Cloud PBX, may not be taken as a limitation or malfunctioning of the Service. In particular,

Proximus declines all responsibility in case of malfunctioning or non-available emergence calls resulting

from the use of a Cloud PBX.

3.3 Numbers & routing

3.3.1 Directory numbers

The dialing plan can include series of 10, 100, 1,000, 10,000 fixed phone numbers or individual fixed

phone numbers. Several non-consecutive series can be combined in the same numbering plan.

The procedure for allocating numbers is computerized and the numbers are allocated geographically.

Where technically feasible, the Customer may also choose a number himself, provided it is still available at

the time of his request. An extra charge will be billed according the prices set out in the price list.

The Customer will keep his numbers until the Agreement expires or is terminated, unless Proximus is

required to change the number for service-related purposes. Where this is the case, the Customer will be

notified of the change at least six months before it comes into effect.

If the Customer chooses, he may ask Proximus to change the telephone number for an extra charge.

If the number changes - whether this is decided by Proximus, requested by the Customer or due to

relocation - Proximus will communicate the new telephone number(s) to callers dialing the old number(s)

for a period of three months, unless it receives a request to the contrary from the Customer or the number

is unlisted.

This communication is provided free of charge if the Customer agrees to the standard message proposed by Proximus. For an additional charge, the Customer may have the standard message replaced by another.

If the technical conditions permit, the Customer may also, for an additional charge, extend the Service beyond the three-month period.





3.3.2 Number portability

When the Service is activated, the Customer can request his existing numbers to be ported to his new

telephone line. When moving to another address within the same telephone zone, a similar number porting

can be requested for an additional charge.

By default, such number porting is performed from Monday to Friday between 8 a.m. and 4:30 p.m. and

with minimal or no impact on the Service. For technical reasons, however, it may prove impossible to port

certain features or value-added services.

Taking over the phone number of another Customer is possible for an extra fee and provided both

Customers apply for this number transfer via the appropriate request form. Upon receiving the duly

completed and signed request form, Proximus will reallocate the number provided that any debts relating

to the number have been settled in full.

If the Customer wants to port his number to another operator, he must apply to the latter. The operator

will then take the necessary steps with Proximus on his behalf. Cases in which Proximus may refuse such

number portability are:

• When the Customer asks to have his number ported to another telephone zone;

• When the operator to which the Customer wants to port his number(s) does not comply with the

statutory procedures for number portability.

The porting of all numbers of the Service to an alternative operator automatically results in the termination

of the Service. If the Customer chooses to have only some of his numbers ported, he will be charged for

the reconfiguration costs, without prejudice to the compensation fee for early termination.

3.3.3 Indialing plan

The Customer chooses one of the directory numbers included in the Service’s indialing plan as the “pilot

number”. This pilot number can be any number out of a series, or an individual number (if technically

feasible). Normally, the “11” is chosen out of a series of 100.

When an incoming call is addressed to the pilot number, the Service will automatically route it to a free

communication channel of the group of lines.

3.4 Value-added services

Depending on the chosen Service Flavor, the Customer will receive a number of value-added services to

manage his incoming and outgoing calls.

The table in Section 2 provides an overview of the value-added services that are included in the Service by

default and the available options. The Customer can obtain a detailed explanation of the functions and use

of the different services upon request.

Carrier Pre-selection is not possible.





The correct functioning of these value-added services depends on the support of this particular function

by the Customer’s PBX Proximus disclaims all liability in case of malfunctioning or non-availability of the

value-added services due to Customer’s PBX.

4. Implementation Services

4.1 Ordering

The Customer orders the Service by submitting the applicable Order Form, duly completed and signed, to

Proximus. In this Order Form, the Customer should indicate among other things the following:

• The chosen Enterprise Voice flavor • The chosen SLA flavor • The chosen Bizz IP Box for isdn or other IPBX • The chosen Value Added Services

4.2 Implementation, activation and acceptance

As soon as the Order Form, duly signed and completed (including the annexes), is received, Proximus starts the implementation process. The Customer will receive a welcome e-mail with a confirmation of the order and all the necessary information regarding the installation and activation of the Service (including the activation date).

Only Proximus or its subcontractors are allowed to do the implementation. All implementation activities

are performed during Business Hours. If the Customer wishes, he can obtain a quote for implementation

activities outside Business Hours.

Proximus carries out the following activities during the implementation of the Service:

• Installation of the access line in case of Standard and Excellence flavors (if needed) • Installation of the data connection CPE in case of Standard and Excellence flavors • Installation of the voice CPE if needed • Allocation of the phone numbers and/or port in of the phone numbers • Activation of the Service

Near the end of the implementation phase, Proximus will execute functional tests and performance tests.

When needed, Proximus adjusts the installation based on the test results and performs a new set of tests.

At the end of installation and configuration, Proximus will take care of all packaging and other waste

material. Proximus will inform the Customer in writing (e.g. e-mail, fax) that the Service is activated. The

Service is made available for the Customer as from the activation date.

In order to avoid all misunderstanding, Proximus draws the Customer’s attention to the fact that the

following activities are not included in the implementation of the Service by Proximus, except if specifically

agreed and described in the Order Form:





• Installation and activation of the physical access line in case of Converged flavors Installation, configuration, activation of the Customer’s PBX

• Internal Cabling

Implementation timing

As of the confirmation of the Customer order by Proximus and provided that an active Proximus physical

data access line compatible with the ordered Service flavor is available and that all prerequisites are met,

Proximus makes every effort to ensure the activation of the Service occurs within 15 Business days.

In case of Standard and Excellence Flavors and if there is no available active Proximus physical data access

line compatible with the chosen flavor at the Customer premises, the above activation timing cannot

always be applicable. The following rules will be applied:

• If the Customer’s site is equipped with the necessary cabling and equipment, and if the required infrastructure on the public domain is present, the activation timing mentioned above is applicable.

• If the infrastructure is not in place on the Customer’s Site, additional works may be needed, the activation timing mentioned above is longer and extra cost will be charged to the Customer: Proximus makes an appointment with the Customer to carry out a Site Survey. Such a survey results in (i) Request for design (RFD) which will specify the conditions under which data connection can be provided by Proximus and (ii) a list of activities that need to be performed, either by the Customer or by Proximus. If the Customer wants to perform the works on his premises, he will give Proximus an indication of the date from which the works will be ready and informs Proximus when the works have been finalized. If the Customer wants Proximus to perform the works on his premises, Proximus will first submit an Offer for these specific works to him for approval of the related costs and – following a formal order of the extra services from the Customer – the timing.

• If the infrastructure is not in place on public property, additional works may be required, the activation timing mentioned above is longer and extra costs will be charged to the Customer: most of these works are subject to authorization from the public authorities, which may cause a substantial delay in the installation of the Service. Unexpected circumstances may also lead to a delay in the installation of the Service. In that case, Proximus will inform the Customer of the cause and the length of said delay. A specific Offer shall be provided to the Customer regarding the costs of the installation works.

In all cases, Proximus shall use its reasonable efforts to activate the Service within the time frame fixed in

the confirmation letter or RFD sent to the Customer. In case of delay, Proximus informs the Customer of

the status of his Order, the delay and the reason for it. Proximus also communicates a new planned

installation date to the Customer.No compensation will be due by Proximus.





5. Operational Services

Proximus uses, for each service component described below, its reasonable effort to make the Service

operational and conform to the agreed Service Levels during the Agreement. In compliance with the

General Terms and Conditions, all Proximus obligations must be qualified as obligation of means except if

subjected to service credits in case of breach of the Service Level agreement.

The service components in this chapter are only active after the activation of the Service by Proximus.

5.1 Reactive Care

The Reactive care service component family contains components that aim at restoring normal operations

in case of Incidents, with the least possible impact on either the Customer’s business or the End Users. An

Incident is defined as an unplanned interruption to a Service or a reduction in the Quality of a Service. Failure

of a configuration item that has not yet impacted Service is also an Incident.

In addition, a Service Desk is accessible for the Customer to interact with Proximus about the different

aspects of the Service.

The acceptance procedure described in the General Terms and Conditions for the configuration and

installation is also applicable to the measures taken by Proximus in the framework of the Reactive care

service components.

5.1.1 Service Desk

The Service Desk service components are about providing a single point of contact (SPOC) between

Proximus and the Customer for supporting services during the Service Operations phase.

The Customer is informed of, accepts and gives his consent for calls originating from or made to Proximus

Service Desk to be recorded in order to serve as proof in case of a contested commercial transaction. Calls

to or from the Customer Service may also be listened in on or recorded for quality control purposes.

5.1.1.1 Service Desk Access

The Service Desk acts as a Single Point of Contact (SPOC) for the Customer in case of a Service Event, i.e.

any request, alert or notification, related to the Service. A Service Event is reported by the Customer or by

Proximus or can be triggered by a service monitoring or management system, and requires somebody to

take action. The Service Event is logged by Proximus as an Incident, Change Request, Request for

Information or a Service Request. In addition, the Service Desk can also be contacted for On-demand

Support.

The Service Desk is only accessible to authorized Customer representatives (24x7) via:

• Phone: o Service Desk: 0800 14 888 o Enterprise Service Team:

� 0800 22 200 (NL)





� 0800 33 200 (FR) � 0800 44 200 (D) � 0800 55 200 (ENG) � +32 800 55 200 (From Other Countries)

• E-mail [email protected] • Web:

o admit.proximus.be (MyProximus) o www.proximus.be/MyContacts

Upon receiving a Service Event notification (call, mail or web) from the Customer, the Service Desk will

validate the identity of the Service Event initiator against a predefined list of authorized Customer

representatives and collect information about the Service Event. The following information can be

requested from the Customer (non-exhaustive list):

•The Customer’s contract identification number

•The serial number of the affected Product

•The nature of the Request

•The address of the Site on which the Product is located

•The name, e-mail address and phone number of the Customer’s technical contact

The Service Desk registers the Service Event. After registration the Customer will receive a Ticket

number. This number serves as a unique identifier and must be used in all further related

communications between Proximus and the Customer. During the lifecycle of the ticket, a follow-up of

the status and interaction with the Customer will be possible via the secure portal put at the Customer’s

disposal for the term of this Agreement.

The Service Desk consists of several functional units:

• 1st line: Acting as the primary point of contact for the Customer and as such dealing with a variety of Service Events. They are responsible for the correct logging of Service Events, solve them if possible or dispatch these to the correct 2nd line team.

• 2nd line: Having deeper technical skills and responsible for handling the assigned Service Events until fulfillment. Within this context; the 2nd line support teams will further escalate to internal expert teams or external parties to provide the contracted support services.

The treatment of each Service Event type is specified below:

Incident:

In case of an Incident detected by the Customer, the Customer registers this Incident via the Service Desk.

In case of a complete Service interruption, the Customer must always log the ticket via a phone call to the

Service Desk. The Service Desk will accept and classify the Incident, create an Incident Ticket and dispatch

the Incident Ticket to the appropriate support team. Proximus shall use reasonable effort to create an

Incident ticket and notify the Customer within 15 minutes.

The Service Desk will assign a priority to the Trouble Ticket at its own discretion based on the business

impact of the Incident (see below) and dispatched to the appropriate skill pool for further treatment within

the applicable SLA if applicable.





Priority definitions

P1 Complete interruption of the Service: The Customer cannot make any

outgoing calls or receive any incoming calls on the traditional public

telephone network, nor can he receive any incoming calls on the telephone

numbers assigned to the Service.(*)

P2 The service is affected but not interrupted (e.g. brief interruptions,

reduced performance, problems with some outgoing or incoming calls, etc.).

P3 The Service is not directly affected (e.g. request for information or a reconfiguration, etc.).

(*) An incident on a Product that is part of a configuration that delivers high availability of the function

provided by the Product (meaning: Product in redundancy architecture, where one Product takes over

when another one fails), cannot receive priority P1 if the complete configuration is not down.

Change Request:

A change request is a Customer request to change the configuration of a configuration item. See

Configuration Handling for detailed descriptions. A ticket is created and dispatched to the appropriate

support teams for further treatment.

Request for Information

The Customer can request for additional information or clarification related to the Service or related to a

specific service deliverable (e.g.: a request to provide a specific report; a request to provide certain log

output; etc.), by submitting a Request for Information. The Customer is required to submit its Request for

Information via the Self-service portal when authentication of the requestor is required for the specific

request.

Proximus reserve the right to charge the Customer on time and material basis for the cost associated to

the fulfillment of the Request for Information.

Service Request:

A service request is any Service Event that is not of type Incident, Change or Information Request. A ticket

is created and dispatched to the appropriate support teams for further treatment.

On-demand Support:

The Customer can contact the Service desk for specific support which is not covered by the Agreement

(hereafter ‘On-demand Support’).

When the Customer wishes to order On-demand Support, the Customer contacts the Service Desk only

via phone and provides it with the necessary information to register a Ticket. His call is then transferred to

the competent Support Team for a first assessment. Proximus will assess, at its own discretion, the

technical and commercial feasibility of the Customer’s request and will communicate its feedback to the

Customer as soon as possible. Proximus may reject the Customer’s request if for instance technologies are

not supported by Proximus or if implementation takes more than 2 Business days. When Proximus accepts

to perform the requested On-demand support, the Customer signs the Service Request Form and sends





it back to Proximus following the modalities specified on the document. The On-demand Support is then

activated.

The On-demand Support is charged against a fixed “start-up” fee and a recurrent “time & material” fee.

5.1.2 Incident Handling

The “Incident Handling” service components aim at resolving or diminishing the consequences of an

Incident.

Incidents are handled within the service window as defined in the Agreement. After any intervention the

status of the Incident ticket will be updated in the self-service portal made available for the Customer.

Proximus shall use its reasonable efforts to carry out the following activities in case of an Incident:

5.1.2.1 Remote Diagnostics

Proximus analyses whether the reported Incident can be diagnosed based on all information available. This

analysis is done remotely (through phone, email, monitoring tools).

The Customer will be requested to provide, if needed, the necessary information and may be instructed to

perform some basic troubleshooting or corrective actions.

5.1.2.2 Remote Intervention

Once the Remote Diagnostic is done and provided that the Incident can be solved remotely, Proximus shall

start with a Remote intervention to seek to solve the Incident regardless whether the Incident is related to

Hardware, Operating System or Application Software.

Dealing remotely with an Incident may involve contacting the Customer to assist in some basic on-site

repair activities. Configuration issues are not in scope of this service component.

5.2 Reporting

This service component family contains components for the reporting on technical and other Service

parameters, by Proximus to the Customer.

5.2.1 Technical Reporting

Technical reporting aims to provide structured information on the history of specific performance

parameters of a monitored Product. The reports are available for the customer via the self-service portal.

The reports are static and contain statistical and trending data.

5.2.2 Service Usage Reporting

The Service can be delivered with two types of reportings:





• standard reporting on the billing via Bill Viewer, which is accessible via the MyProximus portal, a secure

web interface specially designed for the Customer;

• reporting on the traffic, at the Customer's explicit request.

The service usage reportings are not included in the Service. They are subjected to a separate service - the Bill viewer - service for which the Customer is required to subscribed to a separate agreement.

6. Service Level Agreement (SLA)

The applicable Service Level (SL) depends of the chosen flavor by the Customer. These Service levels

cover the functioning of the VoIP Platform and the Proximus data connection included in the Service. For

the sake of completeness, the article 47 of the General Terms and Conditions is not applicable to the

Service. The SLA are not applicable for problems related to a poor quality calls with interference, cross-

talk, problems external to the Proximus VoIP platform.

The SLs are applicable on the Service described in this document as far as the Proximus activities are

concerned. Incidents or delays due to the Customer (e.g. Customer does not accept the time proposed by

Proximus to perform the repair), Force majeure event or to a third party, time outside the Servicing Window,

Planned Works are excluded from the calculation (application of the “stop clock” principle). SLs are only

applicable for Incidents for which Proximus is responsible.

SL’s are applicable when the Service is activated and the credentials are received, if any.

If Proximus fails to reach the SL objectives with remedy defined in the table below the Customer is entitled

to Service Credits from Proximus. The Customer must claim these Service Credits itself, as Proximus does

not provide them proactively. This claim must be submitted to Proximus within three months of the end of

the month in which the SLA breach has occurred. The table below lists the service credits that can be

claimed by the Customer in case of a breach. The Service credits and escalation process are the exclusive

right of the Customer and are an exclusive remedy for any failure by Proximus to meet this SL.

At the Customer’s request, Proximus will temporarily forward calls intended for the Customer’s number to

another telephone number. In that case, the Customer will be charged the then applicable rate for call

fowarding from the Customer’s telephone number to the temporary number. The call forwarding is

automatically deactivated as soon as the Incident on the Customer’s line has been resolved.

If the Customer has subscribed to the “call forward not reachable” feature, then all calls will be automaticly

routed to predifined customer destination as soon as the connection between the VoIP Platfrom and the

Customer premises has been lost, once the connection has been reistablished, the calls will be automaticly

re-routed to the initial state.





6.1 Service Level Description

6.1.1 Converged Flavors (Mono, Duo or Multi)

The Service provides the Customer with SL in term of Restoration time.

The parameters of help desk availability, Incident Handling Window, Restoration time and applicable

remedy applicable to the Service are defined in the Customer agreement of the data connectivity

underlying the Service.

In case of an Incident caused by data connectivity problems, only the service credit for the data connectivity

service will apply.

6.1.2 Standard Flavors (Mono, Duo or Multi ) Excellence flavor

The Service provides the Customer with different SL in terms of Service Restoration Time and Service

Availability. The SL ‘Service restoration P1 Same Day’ available for Mono, Duo and Multi Standard flavor

also called ‘IP Telephony guarantee’ may be ordered as an option.





Service

Level

Service Level Definition Remedy Mono,

Duo and

Multi

Standard

Excellence

Standard

Excellence

Standard

Plus

Excellence

Gold

Incident

Handling

Window

The window during which

Incidents are being treated

n.a. Mon-Fri

8:00 –

18:00

excl.

Belgian

holidays

Mon-Sat

07:00-

22:00)

excl.

Belgian

holidays

Mon-Sat

07:00-

22:00) excl.

Belgian

holidays

24x7 incl.

Belgian

holidays

Option

Extended

Intervention

Window

24x7 incl.

Belgian

holidays

24x7 incl.

Belgian

holidays

Service

Restoration

Time

The time between the

creation and the resolution

of an Incident on the

Service, within the agreed

Servicing Window and

minus all time as a result of

an event where the stop

clock principle is applicable.

Escalation

Process (see

below) +

Service Credits

calculated as a

percentage of

the monthly fee

of the Service

and pro rata to

the period in

which the

Service is

actually existed.

Same

Day for

P1

Incidents

Only

available

for Fiber

5h for P1

Incidents

5% if >5h

10% if

>10h

25% if

>24h

3h for P1

Incidents

5% if >3h

10% if >6h

25% if >24h

2h for P1

Incidents

5% if >2h

10% if >4h

25% if >24h

Service

Availability

The service availability is

computed as follows:

100*(1 – Net Service

Downtime/Total Time

(24x7)) = Service

Availability %

where Net Service

Downtime is the time during

which a Service is not

available during its Servicing

Window as a result of a P1

minus all time as a result of

an event where the stop

clock principle is applicable,

And where Total Time is the

time period over which the

Availability is calculated.

Escalation

Process (see

below) +

Service Credits

calculated as a

percentage of

the monthly fee

of the Service

and pro rata to

the period in

which the

Service is

actually existed.

99,9%

yearly

1,5% if <

99,9%

5% if <

99,7%

Max. 50%

of the

monthly

fee for the

Service.

99,965%

yearly

1,5% if <

99,965%

5% if <

98,5%

Max. 50% of

the monthly

fee for the

Service.

99,99%

yearly

1,5% if <

99,99%

5% if <

99,97%

Max. 50% of

the monthly

fee for the

Service.





If the Incident is reported before 5 p.m. (before 1 p.m. on Saturdays), the Service will be restored the

same Business day. If the Incident is reported to Proximus after 5 p.m. (or after 1 p.m. on Saturdays),

the Service will be restored on the next Business day.

6.2 Escalation Process

The escalation process is restricted to the Proximus Incident management activities. By definition

escalation is only applicable for technical Incidents which impact the Service already in operational phase.

The escalation process applies only to P1 and P2 Incidents, as they represent service impacting Incidents.

6.2.1 “Peer to Peer” communication

As no time based triggers have been defined towards the Customers and in order to prevent undue use of

high escalation levels, a “Peer to Peer” communication will always be applicable. This will avoid waste of

time when outside process actions would be needed for one or both Parties.

Therefore both Proximus and the Customer must exchange during the escalation process the direct

contact details (E-mail, GSM number …) for every requested escalation level.

6.2.2 Escalation start

Every initial escalation request must be started by a contact with the Service Desk, after the creation of an

Incident and the verification of the very latest available Incident status. The escalation process is not to be

used in order to get additional information regarding past Incidents.

In order to start the escalation process, a phone call is mandatory.

6.2.3 Escalation level usage

The usage of a higher escalation level will always be requested to the current escalation level and include

the contact details exchange for the requested escalation level. As from Level 2 the “Peer to Peer”

communication will last till complete Incident resolution, even if operations are back on track.

The request to move to the next escalation level is to be triggered by the lack of actions of one Party or

lack of satisfying results by the current escalation level. The support from the Customer Escalation

Manager team will be used for all escalation levels above the escalation level 2.

In case of general outage impacting multiple Customers, the situation will be proactively escalated till Level

2.





6.2.4 “Peer to Peer” Escalation matrix

Level Customer Proximus Comments

Level 0:

Operations

Direct contact details (E-mail,

GSM number …) to be provided.

ICT Service Desk

0800 14 888 - 24/7

Level 1:

Team Leader / Escalation Coach

Direct contact details (E-mail, GSM number …) to be provided when escalating.

Supervisor of the operator

0800 14 888

- Inside business hours only

- To be triggered by direct request to Level 0

Level 2:

Escalation Management


Customer Escalation Managers (CEM):


0800 14 888

- To be triggered by direct request to Level 0

- 24/7.

- “CEM” duty role organized outside business hours.

- Level 2 and 1 outside business hours.

Level 3:

Management



EXAMPLE: Team Leader Escalation Management

John Doe

GSM: +32 477 123456

[email protected]

- To be triggered by previous level.

Level 4: Department Head



EXAMPLE: Head Of Customer Ict Service Desk: Johnnie Roe GSM: +32 476 123456 [email protected]


- “Head of” duty role organized outside business hours.

Level 5: Executive



EXAMPLE: Director Enterprise Operations: Jane Doe GSM: +32 475 123456 [email protected]


- No direct escalation allowed - Inside business hours only





7. Specific Terms and Conditions

7.1 General information

7.1.1 The Specific Terms and Conditions complement the General Terms and Conditions for professional

Customers (also called ‘General Terms and Conditions’) and this Contractual Service Description. They set

out the rights and obligations of Proximus and Customer with regard to the provision of the Service

described in this document.

7.2.1 To the extent that the Service is a Voice over IP service, the general terms and conditions for the Voice

over IP telephony service shall apply. These general terms and conditions for the Voice over IP telephony

service are ranked higher than the General Terms and Conditions in the hierarchy set out in Article 1.2 of

the General Terms and Conditions and thus take precedence over the General Terms and Conditions, the

Glossary and the Offer with respect to the limited scope of the Service.

7.2 Agreement procedure

7.2.1. As deviation to the general terms and conditions for the Voice over IP telephony, the Agreement is

concluded for an Initial term of 1 year unless another Initial term is defined in the Order form. The Initial

terms are effective as from the effective activation date of the Service.

Upon expiration of the Initial term, the Agreement will be tacitly renewed for an indefinite period unless

either Party terminates the Agreement in writing before the expiration of the Initial term.

7.2.2. In compliancy with the general terms and conditions for the Voice over IP telephony, either party may

terminate the Agreement at any time by any written means. Proximus will send the Customer written

confirmation of the termination date. If the Customer specifies the date on which he would like to terminate

his Agreement, Proximus will make every effort to comply with this date, taking account of the technical

specifications of the Service. Where no termination date is specified by the Customer, the Agreement will

be terminated following 30 days' notice. A three (3)-month notice period applies if the Agreement is

terminated by Proximus.

7.2.3. If the Customer prematurely terminates the Agreement during the Initial term a compensation shall

be payable to Proximus amounting to all amounts due for the remainder of the Initial term, without

prejudice to the reimbursement of any discount that the Customer may have unduly benefitted from. In

addition, any arrangement made for deferred payment shall become null and void, and any outstanding

sums relating to, for example the installation or infrastructure costs, shall be due immediately. In case of

partial termination by the Customer, the compensation fee shall be calculated at the pro rata of the

concerned lines and phone numbers.

If the Customer has no more than 5 call numbers this cost will be limited to the sum of the monthly fees

still owned until the end of the first 6 months of the current contract period. The cost is due only if the

termination takes place during the 6 months of the current contractual period.





7.2.4. By derogation to the general terms and conditions of the Voice over IP telephony service, the termination of the Service will automatically lead to the termination of data connectivity underlying the Service except for the Multi Converged flavor.

7.3 Obligations of the Parties

7.3.1. In compliancy with the General terms and conditions for Professional Customers, the Customer shall

comply with the prerequisites mentioned in the documentation put at its disposal by Proximus and accepts

that these prerequisite may change at any time without being regarded as an amendment to the

Agreement.

In particular, the Customer understands and accepts Proximus cannot guarantee that the certification

assigned to the IP-PBX model chosen by the Customer will be maintained for the full term of the

Agreement (or, for example, that the marketing by a vendor of a new software version of an IP-PBX

previously certified on another version is necessarily certified by Proximus). The Customer accepts and

acknowledges that he may have to switch to a different IP-PBX model during the Contract, at his own

expense, due to the evolution of the Service or because the IP-PBX no longer allows this interoperability.

In compliancy with the general terms and conditions for the VoIP Telephony service, Proximus will inform

the Customer at least six (6) months in advance.

In addition to the General terms and conditions for professionals, the Customer guarantees that the

physical environment in which Proximus needs to install the equipment of the Service complies with the

Proximus requirements and with respect to the EMC environment, temperature, relative humidity,

ventilation system and safety regulations. He must make sure that the necessary cabling and PABX

infrastructures are available to connect the Service.

7.3.2. The Customer duly acknowledges the relevant rules related to the use of geographic numbers.

Therefore, Proximus cannot be held responsible if the Customer does not comply with them. The Royal

Decree of 27 April 2007 concerning the management of the numbering plan, and specifically article 42

and 43, state that geographic numbers characterize the territorial areas of Belgium which must be

respected. Consequently, it is not authorized to assign a geographic number pertaining to one particular

area to a Customer that is physically located in another area. Likewise, it is prohibited to generate CLIs

(Calling Line Identifications) which do not correspond to the telephone code area in which the Customer's

connection is located.

7.3.3. As part of the Service, the Customer is able to access and use a or several on line portals (herein after

the ‘Portal’). The Customer shall ensure that only authorized persons are granted such access. The

Customer shall comply with any other security or technical standards imposed by Proximus from time to

time in connection with the Portal. Proximus cannot verify whether access requests and the use of the

Portal are legitimate and declines any responsibility for any consequences resulting from fraudulent access

and use. The Customer shall immediately inform Proximus in writing of any changes to the identification

data of the authorized persons.

The Customer shall not copy or use the Portal or any portion thereof (nor authorize or permit third parties,

including any end users, to do so), except as expressly authorized by this Contractual Service Description;

use the Portal on any unauthorized equipment or products; use the Portal in any way that may damage,

impair or disable the operation of the Service; modify the Portal or create derivative works based on the

Portal, reverse engineer or decompile, decrypt, disassemble or reduce the Portal to human-readable form,

except as allowed by law; alter any proprietary notices or legends contained in or on the Portal ; use the

Portal in breach of other parties’ rights.





7.3.4. The Customer will designate one or more individuals who possess the appropriate skills, knowledge and/or experience to oversee the Service, evaluate the adequacy and results of the Service, and accept responsibility for the results of the Service. 7.3.5. The Customer shall duly and promptly report any Incidents concerning the Service and any technical or operational changes that may affect Proximus’ provision of the Service. 7.3.6. Proximus will comply with the Customer’ s on–site policies and security rules of which the Customer will notify Proximus in writing in good time, before the start of the intervention on the Customer’s premises.

7.3.7. The Customer shall take all the necessary measures to prevent fraudulent access to his computer

system, notably by installing an effective firewall.

7.4 Customer premises equipment (CPE)

7.4.1. The CPE are rented for the Agreement duration and are subject to the ‘Rental of product’ section of the General terms and conditions for professional Customers. At this end of the Agreement, if the Customer does not return the CPE to Proximus in good condition, Proximus shall be entitled to invoice the Customer the charge mentioned in the Price list. 7.4.2. The configuration data of the CPE shall remain the property of Proximus. The Customer shall only access the configuration data with the prior written consent of Proximus. If Proximus provides the configuration data to the Customer, where appropriate, this shall not be deemed to amount to the transfer or assignment of any intellectual property rights. The configuration data shall be deemed to be strictly Confidential Information belonging to Proximus. When the Agreement comes to an end, all configuration data shall be returned to Proximus.

7.4.3. The Customer will be granted a license to use the Software for the term of the Agreement. When the Agreement comes to an end, regardless of the grounds therefore, the Customer shall no longer be entitled to use the Software and shall destroy any copies in his possession. The Customer shall not copy the Software, except insofar as it relates to a backup copy, nor change, resell or rent the Software, whether completely or partially. He shall also comply with the specific licensing conditions communicated to him when certain Software is installed or downloaded. Customers who decide to use this Software shall be deemed to have accepted the specific license conditions relating to that Software. 7.4.4. The Customer shall insure the Proximus -owned CPE installed on the site against all material

damage, including but not limited to, machine breakage, electrical risks and water damage, by taking out a

comprehensive “all risks except” policy. The CPE shall be insured for an amount of 5000 EUR for the full

term of the Agreement.

7.4.5. The maintenance activities included in the Service do not cover repairs or damage to supported CPE

due to any use or events outside the normal operating conditions of the affected CPE nor due to :

a) external causes including but not limited to shut-off or cut communication lines that are not included in the Service, breakdowns of the air conditioning, poorly functioning sockets, storms, lightning strikes, floods, and all other causes alien to the CPE, inappropriate environmental factors such as too high humidity, abnormal temperatures or an abnormally high amount of dust b) The use with or connection of supported CPE to items not approved by Proximus or the irregular operation of the item to which the CPE is connected;





c) The performance (or the attempting) of maintenance, a move, a repair or a change to supported CPE by persons other than Proximus or as authorized by Proximus without the prior written consent of Proximus d) Damages during relocation, transportation or refurbishment not carried out by Proximus e) Carelessness or negligence by the Customer or third parties in using or setting up CPE (such as using too high voltage, spilling liquids, etc.); f) The failure of the Customer to respect his obligations as stipulated in this Agreement;

If delivered, these activities will be invoiced separately at the then applicable rates.

Proximus shall provide the maintenance services on condition that the manufacturer of the CPE continues

to provide Hardware and Software support.

7.4.6 For the purpose of technical upgrades, Proximus may temporarily or permanently replace all or part

of the rented CPE with equipment having at least the same functions and capacity, provided that Proximus

notifies the Customer in advance and that this does not result in a price increase for the Customer.

If, during the course of the Agreement, the Customer opts for a replacement of the CPE or if change made

by the Customer involves a replacement of the CPE (e.g. change of access technology), for whatever

reason, the Customer will be liable to pay Proximus compensation for the costs borne by Proximus.

7.5 Payment and billing

7.5.1. The one-time fee for the Service will be billed to the Customer as soon as the installation is

considered as finalised by Proximus. The one-time fee is calculated in compliancy with the Proximus List

of Rates and Prices. In addition, extra costs for installation and activation of the physical access line will be

billed when such access line is not available on the Customer’s site and/or on public property.

In case of early termination of the Agreement during the installation, costs suffered and works carried out by Proximus will be charged to the Customer in addition of the early termination charge defined in the Agreement.

7.5.2. As soon as the Service is activated, the Service fee (including the number or the number ranges, VoIP

channel, communications and renting of CPE) will be billed to the Customer on a monthly basis. The Service

fee is the Subscription fee.

7.5.3. The communication charges are not included in the Service fee. The communications are billed at the

rates enjoyed by the Customer under the rate plan applicable to him. If the Customer does not have a

special rate plan, the basic rates mentioned in the Proximus List of Rates and Prices will be applied.





7.6 Specific provisions for Standard and Excellence flavors

7.6.1. Except for the Converged flavors, the Proximus data connection used by the Customer for his access

to the Service is included in the Service. Therefore as deviation to the general terms and conditions for VoIP

Telephony service:

- The Customer should not have such data connection available as prerequisite; - Proximus is liable for the proper functioning of such data connection; - The usage of the data connection shall not impact on the availability of the Service; - The Customer must not ensure that he has the necessary capacity for routing the volume; - The termination of this Agreement involves the end of the data connection.

7.6.2. Set up of the physical access line

7.6.2.1. §1. When a physical access line is set up the following charges are payable:

a) Any fixed-rate call-out charges. b) Fixed-rate charges for fitting the connection point to the network. These charges also cover the

drawing of cables in an existing duct or an open trench, in compliance with the technical instructions established by Proximus, located between the edge nearest to a public highway (with the exception of motorways and roads for automotive vehicle use) and the building in which the connection must be set up.

c) Charges per meter for laying cables inside the building (visible or in existing ducts)

§2. The following charges will be billed to the Customer separately:

a) costs arising from the laying of cable on public land other than those cited in Paragraph 1(b), and the costs of crossing a highway to establish a connection on an unpaved surface or on an area not accessible to vehicles separating two or more highways;

b) file-handling costs arising from the use of property that is not part of the public highway for the purposes of establishing the connection;

c) work carried out at the Customer’s request.

If the Customer wishes, Proximus can provide an estimate for the works to be undertaken and submit it to

the Customer in advance for approval.

7.6.2.2. A fixed charge is payable for activation of the physical access line. This covers file-handling charges

and the cost of any work on Proximus premises, cabling work, work on overhead lines and existing related

Equipment and work carried out on a paved public highway, with the exception of motorways and roads

for automotive vehicle use.

7.6.2.3. For the purposes of this article, the terms “paved highway”, “motorway” and “roads for automotive vehicle use” are to be construed in accordance with the Royal Decree on the general framework for road traffic policy. 7.6.2.4. For the establishment of a connection outside the Network and the subsequent activation of the line, Proximus will, in response to the Customer’s request, provide an estimate for the work to be undertaken, and submit this estimate to the Customer in advance for approval.

7.6.2.5. Any additional services may entail the payment of additional subscription fees or other amounts

established in accordance with the Price List.

Documents

Contractual Service Description Enterprise Voicede524177-2240-415f-ab4e...2017/10/24 · Service allows the Customer to make calls to the Proximus public telephone network and to