Care levels

Care-levels

Service Maintenance Level 2 (INCLUDED FREE ON ALL WHOLESALE LINES)

Fault Reporting and SLA Times Engineering Working Times
Fault clear by end of next working day. 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 Monday – Friday

(excl. Public Holidays and Bank Holidays*)

08:00 – 18:00

Service Maintenance Level 3

Fault Reporting and SLA Times Engineering Working Times
Fault clear same day or within in 24 hours Example: Reported after 13.00 – clear by 12.59.59 next day Monday – Sunday

(Inc. Bank Holiday)Mon – Fri , 07:00 – 21:00

Sat – Sun , 08:00 – 18:00

Service Maintenance Level 4

Fault Reporting and SLA Times Engineering Working Times
Fault clear within 6 hours, round the clock, 365 days a year Monday – Sunday (Inc. Bank Holiday) 24/7