22.31If you purchase equipment from us, we charge you the m-View mobile and MAVEO video streaming equipment charges set out in your application form. Those charges do not include the cost of delivery.
Cancelling your m-View mobile and MAVEO video streaming service
22.32If either your m-View mobile and MAVEO video streaming service or your mobile data plan is cancelled (for any reason), the other service is not cancelled automatically. You have to cancel it yourself separately. 22.33In addition to any other rights of cancellation we may have, we may cancel your m-View mobile and MAVEO video streaming service (or any part of it) at any time after the agreed term of your service by telling you in writing one month beforehand. 22.34In addition to any other rights of cancellation you may have, you may cancel your m-View mobile and MAVEO video streaming service at any time after the agreed term of your service (if applicable) by giving us 30 days written notice.
Early Termination Charge
22.35If during the minimum term your m-View mobile and MAVEO video streaming service is cancelled for any reason other than for our material breach, we may charge you an amount calculated as follows: -
if you cancel within the first 12 months of your minimum term:
A x 12 x 100%
-
if you cancel after the first 12 months of your minimum term:
A x B x 100%
Where:
“A” = the average Service charges paid or payable each month by you for your m-View mobile and MAVEO video streaming up to the date of cancellation.
“B” = the number of months (or part of a month) remaining in the minimum term.
You acknowledge that this amount is a genuine pre-estimate of the loss we are likely to suffer.
Suspending your m-View mobile and MAVEO video streaming
22.36We can suspend your m-View mobile and MAVEO video streaming service (or any part of it) immediately, if we believe on reasonable grounds that your service is being used contrary to our Acceptable Usage Policy. 22.37We can cancel your m-View mobile and MAVEO video streaming service by telling you in writing if it has been suspended continuously for at least 30 days (including the day it was first suspended).
Service restoration
22.38If your m-View mobile and MAVEO video streaming service is disrupted we will aim (but do not guarantee) to repair and restore your m-View mobile and MAVEO video streaming service in accordance with the timeframes and terms set out below: -
Service Incident
|
Severity level
|
Response Times
|
Update Frequency
|
Restoration Times
|
1 (Critical)
|
15 min
|
1 hour
|
2 hours
|
2 (Major)
|
30 min
|
2 hours
|
8 hours
|
3 (Minor)
|
1 hour
|
8 hours
|
2 business days
|
-
Service Request
|
Request Type
|
Description
|
Response
|
Restoration
|
MAC
|
User or Device Add/Change/ Delete
|
1 hour
|
1 business day
|
Security
|
Password Reset
|
15 mins
|
30 mins
|
How To / RFI
|
Information Request
|
1 hour
|
3 business days
|
The timeframes set out above commence from the time the disruption is notified to our help desk. If a disruption becomes apparent or is notified outside the help desk hours (as set out in clause 22.41 below), the time frames commence from the start of the next business day.
m-View mobile and MAVEO video streaming Availability
22.39We will aim (but do not guarantee) to provide m-View mobile and MAVEO video streaming availability of at least 97%. m-View mobile and MAVEO video streaming availability is calculated as the number of hours for which the Service is available in that month in accordance with the following formula:
((Scheduled Time - (Downtime - Excusable Downtime)) x 100)/ Scheduled Time
Where:
Scheduled Time in a month means the number of hours specified as hours during which the Service is scheduled to be available.
Downtime means the number of hours during Scheduled Time in that month during which the Service is not available.
Excusable Downtime is any scheduled maintenance or planned outage period; any unavailability of the Service caused by a defect, error or malfunction in any item of hardware, software, configuration or service, and communications not within our control; and any unavailability of the Service caused by an event beyond our reasonable control.
Help Desk
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