BT Openreach Care Levels
BT Openreach is a British Telecom owned company that maintains BT’s networks. Since deregulation BT has been required to opened its network to other suppliers and BT Openreach is required to provide equivalence of service to those suppliers, so that if a customer develops a fault or requires an installation they receive the same level of service regardless of their supplier.
Until recently it has been difficult for most businesses to understand what level of care they could expect in the event of a fault. BT Openreach has now simplified the process as illustrated below:
There are 4 levels of care, and with Telco-op Ltd you already get level 2 as standard for free as part of your line rental package! This simplified alignment of care levels offers a better contractual service all round, and with multi-level expedites you can ‘flex up’ to a higher level if the service level you are on doesn’t meet your needs during a fault (as a one off solution)!
Service Maintenance Level 2
| Fault Reporting and SLA Times | Engineering Working Times | Pricing | |
| 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 – Saturday (excl. Public Holidays and Bank Holidays*) 08:00 – 18:00 |
Analogue Line |
FREE |
| Digital Line (ISDN2) |
FREE |
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| ISDN30 Line |
FREE |
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Service Maintenance Level 3
| Fault Reporting and SLA Times | Engineering Working Times | Pricing | |
| Fault clear same day or within in 24 hoursExample: 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 |
Analogue Line |
£3.99 |
| Digital Line (ISDN2) |
£3.99 |
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| ISDN30 Line |
£2.90 |
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Service Maintenance Level 4
| Fault Reporting and SLA Times | Engineering Working Times | Pricing | |
| Fault clear within 6 hours, round the clock, 365 days a year | Monday – Sunday (inc Bank Holiday) 24/7 |
Analogue Line |
£4.50 |
| Digital Line (ISDN2) |
£4.20 |
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| ISDN30 Line |
£2.99 per channel |
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Multi Level Expedites
These are the costs to ‘flex up’ a care level at the point of placing the fault.
| Expedite Repair from: | Pricing | |
| Service Level 2 to Service Level 3 | Excludes WLR ISDN30 |
£570 |
| Service Level 2 to Service Level 4 | Excludes WLR ISDN30 |
£750 |
| Service Level 3 to Service Level 4 | Analogue + Digital (ISDN2) Only |
£170 |
| Service Level 3 to Service Level 4 | ISDN30 Only |
£570 |
Notes:
Please make sure that you select the correct level of care for your lines. Does your business need cover and engineering time outside of standard working hours? It’s worth noting that BT will stop the clock at 1800hrs on Friday in terms of trying to resolve a fault and will restart at 0900 on Monday if you are on a standard care level (Service Maintenance Level 2).
It’s also worth noting that with ISDN lines you can purchase site assurance so that calls can be diverted in the event of a failure.
