Terms and conditions of Broadband Router Protect (BBRP)

Broadband Router Protect is a service offered by Fidelity Group to provide you with a replacement router or engineering resource to get your business back online as soon as possible should a fault occur. The service is provided subject to the terms and conditions of the MSA agreed between us.

Key information and specific service terms:

• This service operates on a per-connection basis*.
• All faults must be triaged by the service help desk. Testing to include first line checks and approval by a team leader. A separate ticket generated by the team leader, to be used solely for the purpose of a BBRP claim. Labour or Router Replacement.
• A maximum of 2 replacement routers will be supplied within any 12-month period.
• Site visits are by agreed appointment, during our normal working hours, Our SLT for site visits is 3 working days.**
• Routers are configured remotely, if a site visit is required it may become chargeable, should the visit exceed the allotted time (i.e. over ½ Day)
• Should the original make and model of router not be available, we will supply a model of similar specification.***
• Routers damaged by user misuse, or issues covered by standard business insurance policies are not covered. Our programming includes only basic configuration to get the service back on-line.
• Outages caused by a software upgrade are not included assuming the existing router resumes normal service.
• Faults reported after 1pm will not result in a next-day replacement.

 

*BBRP – is charged against a specific broadband circuit. Any circuits covered by BBRP will be shown in your monthly invoice.

**Site visits – An engineer site visit can only be used in connection with a fault on the broadband line associated with BBRP line as shown on your invoice. Site visits are charged at current published labour rates. All site visits will be invoiced in the normal way, with a credit up to the equivalent of half a day’s labour. (Currently £295, discounts do not apply).

***Router Replacement – The highest specification router supplied under this agreement is the DrayTek 2866ac (currently £320). Should the router required be of a higher specification, the balance will be charged to the account.

1. Eligibility: This offer is available exclusively to existing Fidelity Group customers. Each Horizon licence will receive a free 30-day trial of Broadband Router Protect.
2. Trial Period: The free trial period will begin from 1 November 2024 and lasts for 30 consecutive days. After the trial period ends, you will automatically be enrolled in a monthly rolling Broadband Router Protect subscription plan unless you cancel before the trial ends.
3. Subscription Plan: Following the trial, your Broadband Router Protect subscription will continue at a rate of £4.95 per month and will be invoiced together with your Horizon licence on your monthly bill.
4. Auto-Renewal & Cancellation: At the end of the 30-day trial, your subscription will automatically renew at the monthly rate unless cancelled. You can cancel the subscription at any time during the trial period to avoid charges. To cancel, simply email us at sales@fidelity-group.co.uk. If cancelled before the trial ends, no charges will apply.
5. Billing: Your first monthly subscription fee will be billed at the end of the 30-day trial period and will appear on your next billing statement. No fees will be charged if the subscription is cancelled before the trial ends.
6. Modification and Termination: Fidelity reserves the right to modify, suspend, or terminate this offer at any time without prior notice.
7. Customer Support: For any questions or issues during your trial or subscription, please contact your account manager on 0800 840 6800.