BROADBAND CARE LEVELS
To better understand how quickly a broadband fault will be repaired, together with the implications, please read the following information:
How quickly a fault is looked at and resolved by the ISP depends entirely upon the Care Level that is applied to your service. The services in question include:
Care levels allow you to place the importance on the service ‘fix time’ depending on your needs.
If we run diagnostics and no fault is found but you insist on an engineer call out the charge is £195.00. If an engineer attends and any fault is customer equipment or caused by the customer then the charge will be applied. If the fault is with the broadband then no charge applies.
We would recommend you consider the care levels depending on needs for example a small business which is reliant on data services will benefit from having ENHANCED CARE to minimise potential downtime. All of our packages include the STANDARD CARE level. Above and beyond that you can purchase the Enhanced or Premium care levels.
CH = CLOCK HOURS WH = WORKING HOURS
Standard Care (Maintenance Class 5): Standard care is included with every Broadband connection. Our suppliers will acknowledge and clear the fault within specified times stated above. This excludes any allowable parked time. Engineer appointments to site are available 0800-1800 Monday
to Saturday (excluding Regional Public and Bank Holidays).
The following upgrade options are available for Broadband services.
Enhanced Care (Maintenance Class 4): Upon receipt of a fault report, our suppliers will respond within four clock hours and will clear the fault within 20 clock hours (BTW) or 24 clock hours (TTB), excluding any allowable parked time. Engineer appointments to site are available 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.
Premium Care (Maintenance Class 14): Our suppliers will clear the fault report within eight clock hours of receipt, excluding any allowable parked time. If diagnostics indicate a fault and an engineer is required on site, then Openreach will aim to fix any fault within seven clock hours (BTW only)
from the start time of the agreed appointment slot. Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.