Service Level Agreements

z1 Telecom

Service levels


BT Openreach’s commitment

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 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.

Service Levels

Expediate repair

This product allows you to take advantage of faster fix times for you, by ordering the repair at a higher Service Maintenance Level than the one you’re already on. The cost depends on your current Service Maintenance Level, the enhanced level you opt for on their behalf and is applicable to that fault only. Please note this must be requested at the time of placing a fault.

Multi-Level Expedites

This product enables you to take advantage of faster fix times, by ordering the repair at a higher service maintenance level than the one you’re already on. The cost depends on your current service maintenance level, the enhanced service maintenance level you opt for and is applicable to that fault only.

Please note that:

  • You can only enhance the service maintenance level associated with a fault at the time of placing the repair order
  • You cannot use this product to reduce repair times associated with ‘in flight’ faults
  • If you report the same fault within 72 hours of it being closed on Openreach systems, it will be treated at the same (expedited) service maintenance level as the original fault.
  • You will not be charged again for the expedite in this situation.
  • You cannot enhance the service maintenance level associated with WLR ISDN30 at Service Level 2

Products

  • New Telephone lines (analogue): Five working days for order confirmation to be given
  • New Telephone lines (ISDN2e): Five working days for order confirmation to be given
  • New Telephone lines (ISDN30e): Five working days for order confirmation to be given
  • New SIP trunks: Five working days for order confirmation to be given

Testimonials

What our clients say about us


To whom it may concern.

I would like to may it known that we have received 1st class service from Z1 Telecom and Bryan Elsworthhave been superb. Whenever we have requested help they have always been willing to help over the phone or, if requested, they find the time to make a call out.

After poor service in the past from other telecommunications companies it’s been a pleasure to find Z1 and we are more than satisfied with all aspects of the company.

Thank you.

W Liversidge - D.O.T.M.O.T LTD

All the team at Thermofuse Pipelines Ltd would like to thank Z1 Telecom for setting up our new telephone system, internet and email facilities. The service received was excellent from start to finish and on the occasions when we have required assistance there has always been someone from Z1 there to help. Thank you for your continual service and support.

Paul Hurst - Project Manager , Thermofuse Pipelines Ltd

It’s not very often that as a company we feel inclined to write to our suppliers, other than occasions where problems have occurred, but in this case we feel it right to make an exception.

We want you to know that we have been very impressed with the quality of the service your company has provided us to date, in particular we appreciate the responsiveness and professionalism of your engineer Bryan Elsworth, without which we would probably not have made the switch from BT.

Please pass on our thanks to the staff, they have made the transition as easy as we could have wished and gone the extra mile to make sure we are fully up to speed on the new set up.

We look forward to doing business with you for years to come.

Chris Hawley - Auto-Lift UK Ltd

Parkinson & Hartley are delighted with the professional service and complete reassurance Z1 provides, with aftercare and maintenance of our telephone and broadband services.

Paul Hartley - Director , Parkinson & Hartley

To whom it may concern!

I wish to recommend the services of Brian Elsworth of Z1 Telecom. He has shown himself to be industrious, knowledgeable and helpful with regard to the installation and maintenance of our telephone system.

A J Evans - Rods UK ltd

I would highly recommend Z1 to anyone! We’ve had their telephone system installed now for a year now and the whole set up was trouble free thanks to Dan. The support they’ve shown over the year with any queires has been fantastic, in particular Dan and Bill.

Tony Snowden - Mitsubishi Motors - Oakley Service Station Ltd

Competitive trouble-free service.

Trevor J. Grice BSc. - Managing Director , Lichtgitter UK Ltd.