Care level options
Care Level Options for Analogue & ISDN Telephone Lines
STANDARD
Care level 1
This care level is included by default with our Basic PSTN service initial response will usually be by end of next working day and they will aim to clear any fault by end of next working day +1, 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.
PROMPT
Care level 2
This care level is included by default with our Premium PSTN service and all ISDN services. Initial response will usually be within 4 working hours and they will aim to 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.
Enhanced
Care level 3
We will aim to clear by end of same day if reported by 12:59, if reported after 13:00 they will aim to clear by 12:59 the next day.
Critical
Care level 4
We will aim to achieve a 6 hr fix round the clock, 365 days a year.
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