Time based Engineering & Network Charges

Time based charges are raised to cover time spent by Wessex Internet engineers or network operatives:

  • repairing faults where this work is not covered under the terms of a service contract with Wessex Internet, and
  • for providing or rearranging services or equipment where standard Wessex Internet charges are not available.
  • for changing the technical configuration of a service at the customer's request.

Fault repair

Where a reported fault is found to be on a Wessex Internet product or service which is under a service guarantee or is covered by a maintenance, service care level or rental agreement, Wessex Internet will respond to repair the fault or replace the faulty equipment in accordance with the terms of the service guarantee or maintenance, service care level or rental agreement.

For faults where time based charges apply:

  • Where the fault is not found to be with any Wessex Internet service or equipment. In particular this covers the situation where no fault is found, or the fault is found to be on non-Wessex Internet equipment, or is due to damage caused by someone other than Wessex Internet or someone at the customer's premises, or due to theft, loss or removal of equipment, or in the case of customer owned or rented equipment (but not Wessex Internet's network) faults caused by damage by external or environmental factors (e.g. lightning, electrical surges or floods).
  • Where Wessex Internet agrees to carry out work at specific times which are not covered within the terms of the service guarantee or maintenance or rental agreement.

Network rearrangements/reconfiguration

Time based charges as set out in the tables below apply where a customer requests work to be carried out on site involving the provision or rearrangement of equipment, wiring, network or services, where:

  • no standard prices exist for this work (full-rate charges will apply) or
  • the work is to be carried out outside the normal working day or earlier than within our standard timescales (supplementary charges will apply).

Pricing

 On-site engineering work

  Normal Business Hours (a)


Out of Hours (b)
  ex VAT inc VAT ex VAT inc VAT
Minimum Hours 0.5 0.5 1 1
Call out charge
(includes first 30 mins)
£50 £60 £100 £120
Plus 15 minute charge £20 £24 £40 £48

 

Remote network work

  Normal Business Hours (a)


Out of Hours (b)
  ex VAT inc VAT ex VAT inc VAT
Minimum Hours 0.25 0.25 1 1
Plus 15 minute charge £20 £24 £40 £48
Minimum charge £20 £24 £160 £192

Abortive Engineering Charge:

Applicable if:

  • Engineer is unable to gain access to the site or premises
  • Customer is not ready for the work to be completed
  • Person who placed the order or their representative is not able to provide the detailed instruction of the work
  • Escort is not available.
  Normal Business Hours (a) Out of Hours (b)
  ex VAT inc VAT ex VAT inc VAT
Abortive engineering charge £80 £96 £160 £192

 

Key

a) Normal Business Hours is defined as Monday to Friday between 9am and 5.30pm, excluding UK public holidays.

b) Out of hours is defined as Monday to Friday 5.30pm to 9am, Saturday and Sunday, and any UK public holiday.

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