BROADBAND CARE LEVELS
Broadband services today are incredibly reliable, however the UK telecom network is vast, and problems can occur. Should the service fail, the providers will schedule repairing the service according to the chosen Care Levels. To better understand how quickly a broadband fault will be repaired, please read the following information:
How quickly a fault is looked at and resolved by the ISP (Internet Service Provider) depends entirely upon the Care Level that is applied to your service. The services in question include:
ADSL, FTTC, SOGEA, FTTP
We would recommend you consider the Care Level depending on your businesses 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.
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 below. This excludes any allowable parked time. Engineer appointments to site are available 08:00-18:00 Monday
to Saturday (excluding Regional Public and Bank Holidays).
CH = CLOCK HOURS WH = WORKING HOURS
*Allowable Parked times. An Allowable Parked Time refers to events that effectively pause the timer on the Repair time. For example, the provider requests further information from the customer and the customer doesn’t respond. Another example could be that engineers were unable to access the customers premises. Such an event is outside of the suppliers control.
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, 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 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.
Please note: Ocean Telecom will follow standard diagnostic processes remotely. If we run diagnostics and no fault is found, we reserve the right to charge an engineer call out fee of £195.00. If an engineer attends and the fault is detirmined to be customer equipment, or caused by other means by the customer, then the charge will be applied. If the fault is with the broadband circuit, then no charge applies.