Tariffs & bolt ons

Terms & conditions

1. Introduction

  1. These terms and conditions relating to the O2 Techies service set out the basis on which Telefónica UK Limited (Company no. 07143099) of 260 Bath Road, Slough, Berkshire SL1 4DX ("O2, we, us, our") will provide support services to the Customer with whom we make this agreement or a person who we reasonably believe is acting with the Customer's authority ("Customer, You, your").
  2. These terms are in addition to the terms of your Airtime Agreement with O2 and any other agreements which you have with O2 for the provision of mobile or other telecommunications services.
  3. These terms apply to the Customer's use of all of the elements of the O2 Techies service.
  4. To order the O2 Techies service you must be resident in the UK and aged 18 or above and have the consent of the business owner and/or authority to order on behalf of your business.
  5. The O2 Techies service is offered via selected O2 business channels only and includes the following service elements:

    • 1. The O2 Tech Support service;
    • 2. Onsite mobile device set-up and training; and
    • 3. Remote server set-up service..
    • 4. The O2 Techies services are available between 8.30am and 6.00pm Monday to Friday, excluding Bank and Public Holidays ("Operational Hours")

2. O2 Tech Support Services

  1. These terms apply to the Customer's use of the O2 Tech Support services as part of O2 Techies (the "Support Services") on a "pay as you use" basis.
  2. If there is any inconsistency between these O2 Tech Support Services Terms and any other agreement which you may have with O2, these O2 Techies Terms will prevail.
  3. Availability, Eligibility, Payment and the O2 Tech Support Services:

    • a. The Support Services are available only to O2 Business, O2 Mobile Broadband and O2 Home Broadband Business customers.
    • b. The Support Services are categorized into services for phones and services for laptops. The laptop services are further divided into Bands. For details of which services are included in each Band and their prices, please see the schedule of Support Services at o2.co.uk/techies
    • c. O2 reserves the right to change the Support Services Description without further notice. We will notify you of any changes to the Support Services Description by posting them on our website at o2.co.uk.
    • d. Payment for pay as you use Laptop Support Services will be through your normal billing method or by credit/debit card. Payment for the O2 Tech Support Bolt On will be through your normal billing method.
    • e. By taking a pay as you use Support Service you are not subscribing or gaining entitlement to any ongoing additional Support Services.
  4. Minimum Requirements for the pay as you use Laptop Support Services:

    • a. If you wish to take the pay as you use Laptop Support Services, you must do so in relation to a Laptop or other computer hardware (in these terms, all types of supported computer are referred to as "Laptop") with the same minimum requirements as for the O2 Mobile Broadband Service or O2 Home Broadband Service, as appropriate (see o2.co.uk/broadband for details).
    • b. The Support Services are not available on Laptops which have Mac or Linux operating systems.
    • c. We reserve the right not to supply the Support Services if we believe that your Laptop is not covered by current and up to date virus protection software that is of a reasonably acceptable standard to us.

3. O2 Tech Support Bolt On Terms

  1. The O2 Tech Support Bolt On (the "Bolt On") is available only to O2 Business Mobile customers, O2 Mobile Broadband and O2 Home Broadband Business customers. If you wish to use the O2 Tech Support services for phones then you must subscribe to the Bolt On. O2 Tech Support services for laptops can be taken on a pay as you use basis or under the Bolt On.
  2. Connection to the Bolt On is subject to status, credit-check and agreeing to the terms of a minimum term for the Bolt On.
  3. Payment for the Bolt On will be through your normal billing method for your O2 Business Mobile, O2 Home or Mobile Broadband account. Please see the Terms for details relating to late or non payments.
  4. The Bolt On includes phone related support and Band A Laptop Support Services at no additional cost and an agreed published discount on all other Bands of Laptop Support Services for a recurring monthly fee.
  5. Customers taking the Bolt On must subscribe for a minimum term period. The minimum term period for customers taking the Bolt On will be 3 months. If you cancel your subscription to the Bolt On or your O2 Business Mobile or O2 Mobile Broadband and O2 Home Broadband Business contract during the minimum term of the Bolt On you will be required to pay the outstanding monthly charges for the remainder of your Bolt On minimum term.
  6. If you provide notice that you wish to end the Bolt On this will be effective 30 days after we receive your notice. You will be required to pay the applicable monthly charge for the Bolt On until the end of this 30 day notice period together with any charges applicable under these terms.
  7. The Bolt On is available to cover one customer per subscription. Multiple users under one account may be able to benefit from group subscription discounts which O2 may make available from time to time. Where relevant, in order to subscribe to the Bolt On you will be asked to provide details of the computer which you would like to cover including its make, model number, operating system and serial number.
  8. In respect of Support Services which are included when you take the Bolt On, a total number of 4 unique issues (as reasonably decided by us) may be raised in any calendar month. We may cease or suspend the inclusive use of those Support Services if, in our reasonable belief, you are using those Support Services above levels at which would be considered reasonable for such services, you raise more than 4 unique issues in any calendar month or if you are no longer maintaining your Laptop in accordance with the Minimum Requirements set out in these terms.
  9. If you subscribe to the Bolt On, in addition to the minimum requirements in the pay as you use O2 Tech Support Terms, you must maintain the following software on the Laptop:

    • a. O2 Assistant software or other software specified by O2 to allow remote access to your Laptop by an O2 Techie for the purposes of delivering a number of the Support Services. This software is pre-installed in O2 Laptops and will be made available to you if you own a Non-O2 Laptop; and
    • b. an active and up-to-date version of McAfee Internet Security or other virus protection specified or reasonably acceptable to O2. McAfee Internet Security may have been supplied with an O2 Home Broadband or O2 Laptop package. A list of acceptable third party virus protection software is available at: o2.co.uk/techsupport

4. Your Responsibilities to Us

  1. As a condition of O2 providing the Support Services to you, you must meet the following obligations:

    • a. You must have authentic and current licenses for your Laptop's operating system and all relevant programs on it. In addition, you must provide proof of authenticity if requested by us;
    • b. You must regularly back-up your own data. Before contacting O2 to request any Support Services for your Laptop it is entirely your responsibility to secure and back-up all data, software, information or other files that are stored on or used by the Laptop. You agree to take back ups of all information stored on your Laptop, servers and any other equipment, which information may be affected in any way by the actions of O2 in the delivery of the Support Services;
    • c. You must give us the necessary remote access to your Laptop where applicable. An O2 Techie will obtain your consent to gain remote access using O2 Assistant (or similar) before each Support Service session/delivery;
    • d. An O2 Techie with remote access to your Laptop in order to provide Support Services may have incidental access to personal information on your Laptop. The O2 Techie will only search your computer for the purposes of providing the Support Services and will try not to view or affect your personal files except as necessary for providing the Support Services. By requesting the Support Services you are expressly giving consent for the O2 Techie to access your Laptop in this manner;
    • e. You must promptly carry out all actions reasonably requested of you by O2. Failure to do so may result in the Support Services being withdrawn; and
    • f. O2 will not tolerate any form of aggressive or unreasonable behaviour, or abuse, towards staff involved in providing the Services or the Support Services. O2 reserves the right to immediately withdraw the Services and/or the Support Services if, at O2's sole discretion, your behaviour is deemed unacceptable.
  2. If you do not comply with the obligations set out above then the delivery of the Support Services may not be possible.

5. Our Responsibilities to You

  1. We will always make you aware of any pay as you use charges for the Support Services before commencing the delivery of those services.
  2. If, when delivering pay as you use Support Services and using our reasonable skill and care, we are unable to resolve any reasonable problem identified by you we will not charge you for that particular Support Service, provided you have complied with these terms.
  3. If you have not complied with these terms (for instance, by denying access to your Laptop when reasonably necessary for the delivery of the Support Service in question) we may charge you the full list price for that Support Service.
  4. If you take a pay as you use Support Service and the problem is not fixed or recurs within 7 days as a direct result of the same problems identified in the initial diagnosis of the problem or delivery of the Support Service, and provided you have complied with these terms, we will either try to fix the problem with no additional charge or we will refund your pay as you use charges for that Support Service in full.
  5. We do not guarantee to be able to advise on or successfully fix all issues or problems that you ask us to investigate as part of the Support Services; however we will use our reasonable endeavors to provide a full solution.
  6. We will not be responsible to you as part of the Support Services for:
  7. the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us);
  8. any failure by you to follow our reasonable advice, recommendations or instructions;
  9. any damage to your Device or equipment howsoever arising except to the extent caused by the negligence of O2;
  10. the recovery or reconstruction of any data or programs lost or spoiled except to the extent that this is due to the fault of O2 or its contractors or agents, in which case only such work as is required to recover or restore the data from the last Customer back-up of the affected data; or
  11. maintenance or support of any third party system or software applications.

6. Limitation of Liability for the Support Services

  1. We shall not be liable for any failure by you to follow our reasonable advice, recommendations or instructions.
  2. We shall not be liable for any damage to your hardware or equipment, unless specifically caused by our negligence.
  3. We shall not be liable if we are unable to provide the Support Services through factors which are beyond our reasonable control where we have made reasonable attempts to provide the Support Services.
  4. Nothing in this Agreement shall exclude or restrict our liability for:

    • a. death or personal injury resulting from our negligence; or
    • b. fraud or fraudulent misrepresentation.
  5. If we are found liable to you our liability will not exceed the greater of the amounts paid by you for the services in the 12 months preceding the point of liability or £300; except in either case under paragraph 9.4.
  6. Except in either case under paragraph 9.4, we will not be liable to you under or in connection with these terms (including in cases of our negligence) for any indirect or consequential loss, loss of business, revenues, profits, contracts, savings you might expect to have made, expenses or for any other pure financial loss.
  7. Nothing in this Agreement shall exclude or restrict our liability in respect of any liability which cannot be excluded or restricted by law.
  8. Each provision of this paragraph 9 operates separately. If any part is found by a Court to be unreasonable or inapplicable the other parts will continue to apply.

Onsite Mobile Device Set Up Service and Training

  1. The Onsite Mobile Device Set Up Service includes:

    • a. A single visit by one of our engineers to a mutually agreed location in mainland United Kingdom excluding Northern Ireland.
    • b. The Mobile Device Set Up Service provides support which is specifically aimed at enabling the following services on a Device or a number of Devices:
    • c. Setting up mobile email
    • d. Setting up synchronization between a mobile and a PC for contacts and calendar
    • e. Setting up Bluetooth links with other Bluetooth devices
    • f. Transferring contacts from other devices
    • g. O2 will also use its reasonable endeavors to try and advise on other general queries relating to your Device.
    • h. The O2 engineer will demonstrate that each element they have set up on your Device is working and show you how to use the Device once those elements are set up; and
    • i. O2 may not be able to set up all the services that you ask us to, but will use its reasonable endeavors to provide some advice to you on any such issues.
  2. O2 will not be responsible to you as part of the Onsite Mobile Device Set Up Service for resolving any inherent failures in or caused by applications and operating systems or third party products used on your Device;
  3. O2 shall have no liability for any failure to provide the Onsite Mobile Device Setup Service if either O2, including without limitation any of our technicians, advisors, contractors or third party service providers are impaired or stopped from providing the Onsite Mobile Device Setup Service by you for any reason whatsoever or are otherwise unable to provide a service to you as a result of any event that is outside our reasonable control (including, but not limited to, if the Customer representative does not turn up at the agreed appointment time).
  4. The Customer agrees to take back ups of all information stored on its PCs, servers and any other equipment, which information may be affected in any way by the actions of O2 in respect of the provision of the Onsite Mobile Device Set Up Service.
  5. Charges and Scope of the Onsite Mobile Device Set Up Service:

    • a. The Charge for the Onsite Mobile Device Set Up Service applies on a per hour, per half day, or per day basis.
    • b. Only O2 accredited Devices can be supported and these are detailed at: http://o2.co.uk/mobileguide. The Onsite Mobile Device Set Up Service cannot be provided in respect of any other Devices.
    • c. The Onsite Mobile Device Set Up Service can be provided in respect of multiple hours or days subject to additional charges for the Onsite Mobile Device Set Up Service.
  6. Access to the Onsite Mobile Device Set Up Service:

    • a. O2 expects to be able to send you confirmation of your Order in writing within 2 days of receipt of your Order by O2. The confirmation will include a contact number for you to call to arrange a mutually convenient time for our engineer to visit you.
    • b. The Onsite Mobile Device Set Up Service is only provided during Operational Hours.
    • c. You will be invoiced a one off charge for Onsite Mobile Device Set Up Service in advance by means of an addition to your O2 bill for the specified time required.
  7. Cancellation

    • a. Subject to clause 7.3 below, if you notify us more than 1 working day ahead of your agreed appointment time that you wish to cancel, O2 will rearrange the visit to a mutually convenient date and time.
    • b. O2 reserves the right to charge you the full Charge for the Onsite Mobile Device Set Up Service in respect of any appointments cancelled within 1 working day of the agreed appointment time.
    • c. If you repeatedly cancel your agreed appointment, O2 reserves the right to charge you the full Charge for the Onsite Mobile Device Set Up Service and thereafter to terminate the provision of the Onsite Mobile Device Set Up Service.
  8. Transfer

    • a. The Onsite Mobile Device Set Up Service will still be available if you change your Device, provided the new Device is covered by the Onsite Mobile Device Set Up Service.
  9. O2's responsibility shall not include:

    • a. the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of the Onsite Mobile Device Set Up Service to you);
    • b. any failure by you to follow our reasonable advice, recommendations or instructions;
    • c. any damage to your Device or equipment howsoever arising except to the extent caused by the negligence of O2;
    • d. the recovery or reconstruction of any data or programs lost or spoiled except to the extent that this is due to the fault of O2 or its contractors or agents, in which case only such work as is required to recover or restore the data from the last Customer back-up of the affected data; or
    • e. maintenance or support of any third party system or software applications.
  10. Customer Obligations

    • a. O2 constantly strives to give best service to our customers, and therefore we will ask you to complete a feedback form on the day of your visit. We would also expect to call you within 5-10 working days following our visit for any further feedback.
    • b. O2 will not tolerate any form of aggressive or unreasonable behaviour, or abuse, towards staff involved in providing the Services or the Onsite Mobile Device Set Up Service. O2 reserves the right to immediately withdraw the Onsite Mobile Device Set Up Service if in O2's discretion your behavior is unacceptable.
    • c. You agree to permit, or arrange any necessary consents from any other persons who control access to the site where the on site visit is arranged (the "Site") to permit O2 staff, or staff acting on O2's behalf, with access to the Site at the agreed time for your call out.
    • d. O2 reserves the right to charge you, and you agree to pay, the full Charge for the Onsite Mobile Device Set Up Service where the O2 representative is unable to gain access to the Site or the Device or any other equipment necessary to complete the provision of the service (including but not limited to passwords and access to the Customer's IT infrastructure) during the allotted appointment time and you have failed to cancel the appointment in accordance with the timescale set out in clause 5 of these Onsite Mobile Device Set Up Service terms.

8. BlackBerry Enterprise Server Set Up Service (the "BES Set Up Service")

  1. The BES Set Up Service consists of:

    • a. the setting up of your BlackBerry Professional Solution, Blackberry Enterprise Server (Full or Express versions) (the "Server") through a secure connection across the Internet, and set up the Server as if they were sitting at your machine. You will be in contact with the specialist over the phone to ask any question you may have, and will be able to watch how they perform the install; or
  2. a pre-install health check of your system; and
  3. configuration of two BlackBerry Handheld devices (i).
  4. the O2 engineer will set up the Server and demonstrate it is working by configuring two BlackBerry Handheld devices.

    • a. O2 shall have no liability for any failure to provide the BES Set Up Service if either O2, including without limitation any of our technicians, advisors, contractors or third party service providers are impaired or stopped from providing the BES Set Up Service by you for any reason whatsoever or are otherwise unable to provide a service to you as a result of any event that is outside our reasonable control (including, but not limited to, if the Customer representative does not start at the agreed appointment time).
    • b. The Customer agrees to take back ups of all information stored on its PCs, servers and any other equipment, which information may be affected in any way by the actions of O2 in respect of the provision of the BES Set Up Service.
    • c. Access to the Service - O2 expects that within five working days of placing an Order for the BES Set Up Service, you will receive a call from O2 to confirm some details about the configuration of your Server(s), the users, and to ensure your specialist will have everything they need such as permissions and access to Server(s). O2 aims to schedule the BES Set Up Service within 5 days or at any other time that suits you.
  5. Minimum Requirements:

    • a. BES Set Up Service, the Customer shall ensure that it has:

      • i. BlackBerry Professional Software and appropriate number of licenses (CAL's) for each BlackBerry Handheld device you want to connect to it (ii)
      • ii. BlackBerry smart-phones or Devices with BlackBerry Connect;
      • iii. enough memory and disk space on the Server for O2 to install the software;
      • iv. someone available to provide access to all necessary IT systems by O2 including but not limited to: access passwords, Server permissions (domain administrator rights) in order to perform the install.
  6. Payment & Charges - You will be invoiced a one off charge for Onsite Mobile Device Set Up Service in advance by means of an addition to your O2 bill for the specified service.
  7. Cancellation:

    Subject to below, if you notify us more than 1 working day ahead of your agreed appointment time that you wish to cancel, O2 will rearrange the appointment to a mutually convenient date and time.

    1. O2 reserves the right to charge you the full Charge for the BES Set Up Service in respect of for any appointments cancelled within 1 working day of the agreed appointment time.
    2. If you repeatedly cancel your agreed appointment, O2 reserves the right to charge you the full Charge for the BES Set Up Service and thereafter to terminate the provision of the BES Set Up Service.
    3. O2's responsibility to you:
      1. O2 will not be responsible to you as part of the BES Set Up Service for:
      2. the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of the BES Set Up Service to you);
      3. any failure by you to follow our reasonable advice, recommendations or instructions;
      4. any damage to your Device or equipment howsoever arising except to the extent caused by the negligence of O2;
      5. the recovery or reconstruction of any data or programs lost or spoiled except to the extent that this is due to the fault of O2 or its contractors or agents, in which case only such work as is required to recover or restore the data from the last Customer back-up of the affected data; or
      6. maintenance or support of any third party system or software applications.
  8. Customer Obligations:

    1. O2 constantly strives to give best service to our customers, we will ask you to complete a feedback form on the day of your visit. We would also expect to call you within 5-10 working days following our visit for any further feedback.
    2. O2 will not tolerate any form of aggressive or unreasonable behavior, or abuse, towards staff involved in providing the Services or the BES Set Up Service. O2 reserves the right to immediately withdraw the BES Set Up Service if in O2's discretion your behavior is unacceptable.
    3. O2 reserves the right to charge you, and you agree to pay, the full Charge for the BES Set Up Service where:
      1. the O2 representative is unable to gain access to the Server, the Device or any other equipment necessary to complete the provision of the service (including but not limited to passwords and access to the Customer's IT infrastructure) during the allotted appointment time and you have failed to cancel the appointment in accordance with the timescale set out in these BES Set Up Service terms; or
      2. you fail to meet the Minimum Requirements set out in clause 5 above.
  9. (i) Blackberry Enterprise Server Express requires the handheld activation to be completed via hardwire method into your Server,Lan or via Web Desktop Manager, over the air activation not available
  10. (ii) CAL's not required for Blackberry Enterprise Server Express

7. Microsoft Exchange Server Set Up for Direct Push Email Service (the "MS Set Up for Push Email Service")

  1. The MS Set Up for Push Email Service consists of:
  2. the setting up of your Microsoft Exchange Server (the "Server") for Direct Push Email using remote access through a secure connection across the Internet, and set up the Server as if they were sitting at your machine. You will be in contact with the specialist over the phone to ask any question you may have, and will be able to watch how they perform the set up.
  3. a pre-install health check of your system; and
  4. configuration of up to two Windows Mobile Devices or iPhone 3G devices:

    • a. The O2 engineer will set up the Server and demonstrate it is working by configuring two Windows Mobile or iPhone smart-phones.
  5. O2 shall have no liability for any failure to provide the MS Set Up for Push Email Service if either O2, including without limitation any of our technicians, advisors, contractors or third party service providers are impaired or stopped from providing the MS Set Up for Push Email Service by you for any reason whatsoever or are otherwise unable to provide a service to you as a result of any event that is outside our reasonable control (including, but not limited to, if the Customer representative does not turn up at the agreed appointment time).
  6. The Customer agrees to take back ups of all information stored on its PCs, servers and any other equipment, which information may be affected in any way by the actions of O2 in respect of the provision of the MS Set Up for Push Email Service.
  7. Access to the Service - O2 expects that within five working days of placing an Order for the MS Set Up for Push Email Service, you will receive a call from O2 to confirm some details about the configuration of your Server(s), the users, and to ensure your specialist will have everything they need such as permissions and access to Server(s). O2 aims to schedule the provision of the MS Set Up for Push Email Service within 5 working days or at any other time that suits you.
  8. Minimum Requirements:

    • a. MS Set Up for Push Email Service, the Customer shall ensure that it has:

      • i. Devices that supports Microsoft ActiveSync for Exchange with an active SIM cards;
      • ii. access, including remote access, to all necessary IT systems by O2 including but not limited to: access passwords, Server permissions (domain administrator rights) in order to perform the install.
      • iii. a server environment that meets Microsoft's minimum system requirements for deploying the Direct Push service. For more information visit www.microsoft.com/exchange
  9. Payment & Charges - You will be invoiced a one off charge for MS Set Up for Push Email Service in advance by means of an addition to your O2 bill for the specified service.
  10. Cancellation:

    • a. Subject to below, if you notify us more than 1 working day ahead of your agreed appointment time that you wish to cancel, O2 will rearrange the appointment to a mutually convenient date and time.
    • b. O2 reserves the right to charge you the full Charge for the MS Set Up for Push Email Service in respect of for any appointments cancelled within 1 working day of the agreed appointment time.
    • c. If you repeatedly cancel your agreed appointment, O2 reserves the right to charge you the full Charge for the MS Set Up for Push Email Service and thereafter to terminate the provision of the MS Set Up for Push Email Service.
  11. O2's responsibility to you:

    • a. O2 will not be responsible to you as part of the MS Set Up for Push Email Service:

      • i. the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of the MS Set Up for Push Email Service to you);
      • ii. any failure by you to follow our reasonable advice, recommendations or instructions;
      • iii. any damage to your Device or equipment howsoever arising except to the extent caused by the negligence of O2;
      • iv. the recovery or reconstruction of any data or programs lost or spoiled except to the extent that this is due to the fault of O2 or its contractors or agents, in which case only such work as is required to recover or restore the data from the last Customer back-up of the affected data; or
  12. maintenance or support of any third party system or software applications.
  13. Customer Obligations:

    • a. O2 constantly strives to give best service to our customers, we will ask you to complete a feedback form on the day of your visit. We would also expect to call you within 5-10 working days following our visit for any further feedback.
    • b. O2 will not tolerate any form of aggressive or unreasonable behavior, or abuse, towards staff involved in providing the Services or the MS Set Up for Push Email Service. O2 reserves the right to immediately withdraw the MS Set Up for Push Email Service if in O2's discretion your behavior is unacceptable.
    • c. You agree to permit, or arrange any necessary consents from any other persons who control access to the site where the on site visit is arranged (the "Site") to permit O2 staff, or staff acting on O2's behalf, with access to the Site at the agreed time for your call out.
    • d. O2 reserves the right to charge you, and you agree to pay, the full Charge for the MS Set Up for Push Email Service where:

      • i. the O2 representative is unable to gain access to the Server or the Device or any other equipment necessary to complete the provision of the service (including but not limited to passwords and access to the Customer's IT infrastructure) during the allotted appointment time and you have failed to cancel the appointment in accordance with the timescale set out in these MS Set Up for Push Email Service terms; or
      • ii. you fail to meet the Minimum Requirements set out above.