Service Schedule Issue 2

March 2006

Dear Customer,

Please find attached Issue 2 of the Contact Central Service Schedule.

This document reflects the recent enhancements in support, including our comprehensive ITIL compliant Incident Management process, the new monthly SLA performance reports, on-line e-Services incident update access, and the optional Preventative Maintenance Service. It also details our new incident criticality bands with improved target response and resolution times.

Even though your existing schedule may not include these new features this document reflects the current level of support for all customers. If, when the time comes you decide to renew your Contact Central support contract, this is the Service Schedule which would be signed.

Please contact me if you have any queries regarding the Service Schedule.

Yours sincerely,

Louise Brown

BT Contact Central