Service Care Level On Fixed Lines

Service Care Level Fault reporting and SLA times.

Service Care Level 1 

Clear by end of next working day + 1 day, Monday to Friday, excluding Public Holidays and Bank Holidays. Example:   Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Thursday

Service Care Level 2   

Clear by end of next working day, Monday to Saturday, excluding Public Holidays and Bank Holidays. Example:  Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Wednesday.

Service Care Level 3   

Reported by 12.59 – clear by 23.59.59 same day.Reported after 13.00 – clear by 12.59.59 next day (Monday – Sunday including Public and Bank Holidays)

Service Care Level 4   

6hr fix around the clock, 365 days a year


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