These care levels apply to our broadband service and quoted timescales take affect from when end user fault diagnostics has been completed and the fault is determined to be within our wholesalers network.
For all care levels, where a customer has opted for an SFI or an equivalent product and this is chargeable, all SFI time from the point the appointment was booked will be excluded from the on-time repair measure.
Care levels do not apply during a Major Service Outage (MSO) or where line tests pass and customer has opted for an SFI or an equivalent product.
Standard Care operates during Openreach Normal Working Hours as defined below. Openreach will clear the fault within 40 clock hours of receipt of the fault report, excluding any allowable parked time.
Openreach Normal Working Hours - For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by Openreach to a Site (customer or End User premises or Openreach exchange), 0800-1800 Monday to Saturday (excluding Regional Public and Bank Holidays).
Where an engineering visit as defined above is required, Sundays and regional Public and Bank Holidays will not be included as part of any on-time repair measurement.
Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. Openreach will respond to a fault report within 3 hours of receipt of the fault report and Openreach will clear the fault within 20 hours of receipt of the fault report, excluding any allowable parked time.
Openreach Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by Openreach to a Site (customer or End User premises or Openreach exchange), 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.
Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. Openreach will clear the fault within 7 hours of receipt of the fault report, excluding any allowable parked time.
Critical Care Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). Out of hours engineering visits to a site may be used to complete a repair if unrestricted access is available. If Diagnostics indicate a fault and an appointment is required then Openreach will aim to fix any fault seven (7) hours from the start time of the agreed appointment slot.
Where diagnostics have not indicated any fault and an appointment is required, these will be provided to Enhanced Care timescales and excluded from any SLA. If a fault is subsequently found in the Openreach domain, then this time, excluding any allowable parked time, will be included in the SLA time.
Standard Care faults can be reported 24/7. Faults will be fixed no later than 11.59 on the Business Day after the Business Day on which the Fault was notified. i.e. report a fault 1300 Wednesday the fault will be fixed by 2359 Thursday, report a fault 1300 Saturday the fault will be fixed by 2359 Tuesday.
CityFibre Critical Care is only included with business premium packages, it cannot be applied to any other package. Critical Care faults can be reported 24/7. CityFibre will clear the fault within 8 business hours of receipt of fault report.
Faults with residential services can be reported 24/7.
Faults will be fixed within 2 business days.
Faults with business services can be reported 24/7.
Faults will be fixed within 1 business day.
Faults with residential services will be resolved no later than 11:59 pm on the day after the day on which the Fault was notified (Unless the day after which the Fault was notified is a Sunday or a public holiday in the UK, in which case it shall repair the Fault by no later than 11.59 pm on the following Business Day.)
Faults with business services will be resolved no later than the same Business Day if notified prior to 12:00 or next Business Day if notified after 12:00.
Fault to be Fixed by 23:59 on the next Business Day after the date of receipt by Netomnia of the Fault Notice. For example, for a Fault Notice received on Tuesday, the relevant Fault shall be Fixed by 23.59 on Wednesday.
For a Fault Notice received by Netomnia by 13.00 on any day of the week (i.e. seven days a week, including public and bank holidays), the relevant Fault shall be Fixed by 23:59 on the same day. Any Fault Notice that is received by Netomnia at any time after 13.00 on any day of the week (i.e. seven days a week, including public and bank holidays) the relevant Fault shall be Fixed by 13.00 on the following day.
For a Fault Notice received by Netomnia at any time on any day of the week (i.e. seven days a week, including public and bank holidays), the relevant Fault shall be Fixed within 6 hours of Netomnia’s receipt of the Fault Notice.
All prices shown include VAT @ 20%.
