Service benefits Maintenance Level target fix times

What are Care Levels and why have I not heard of these before?

We have all become reliant on things working that we often forget that they can break unexpectedly, and your telephone line is no exception.  For most companies who rely on Broadband, a broken telephone line could prevent them from working, especially when many people rely on Cloud-based services.

Openreach, a company previously owned by BT have defined four levels of care from 1 being the most basic of care with a two-day resolution, through to 4 which has a same-day fix, but surprisingly many businesses are unaware that they have been given a low care level, usually due to achieving the lowest price point for services.

When your business relies on being online, we recommend Care level 4 as a minimum.

For all faults, we can keep you updated on the progress of the repair, from when an engineer is on their way to when they start work, and finally to when they have complete the job.

With each service level being clearly defined and made available to you, you will be able to see the difference in customer care we provide.

Level 1

Clear by 23.59 day after next, Monday to Friday, excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday.

Level 2

Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday.

Level 2.5 (Press Telecom Enhanced)

Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays, but priority over faults reported with Care Level 2. For example, report Tuesday, clear Wednesday.

Level 3

Report 13.00, clear by 23.59 same day. Report after 13.00 clear by 12.59 next day, seven days a week, including Public and Bank Holiday.

Level 4

Clear within 6 hours, any time of day, any day of the year.