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.

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

Service Level Agreements