Telephone Consultancy Service Description

Outline Description The service entitles a User to nominate up to two persons within their organisation to telephone a service point nominated by eircom net in order to enquire after technical advice and guidance regarding the implementation, operation and use of the eircom net EDI tradefast Service. Typically this service will be provided within the Installation Period.

If users require this service outside of the contracted Installation Period, they should contact their Account Manager. Service Period The service is available during eircom net normal working hours on weekdays, excluding public holidays. It provides persons nominated by a user with the opportunity to discuss problems or queries as they may arise with eircom net's technical representatives. Information provided will be clear, concise and explained in a manner that a user representative may readily understand. The user's nominated representatives should have sufficient knowledge of the topic for discussion to be able to understand a reasonably explained response. They may be asked to provide more detailed information on a problem, in which case they must have the means at their disposal to do so.

The service is limited to the provision of information that may be found in eircom net documentation published at the time of the enquiry.

The service is confined to queries from the user of the eircom net EDI tradefast that may reasonably be discussed in a conversation of up to fifteen minutes duration. Each call must be concerned with a single topic or a few closely related topics.

The service provides, whenever possible, an immediate verbal response. However, it may be necessary on some occasions for eircom net representatives to call a user back, in which case eircom net will endeavour to call back within one working day. Operational Requirements The User's nominated representatives should have sufficient knowledge of the topic for discussion to be able to understand a reasonably explained response. They may be asked to provide more detailed information on a problem, in which case they must have the means at their disposal to do so.