Enhanced SLA
Less service disruption risks, more peace of mind
Benefits
Peace of mind
Should you experience a line fault on your telephone line.
Less Downtime
Ensures your Broadband service will be back up and running if the line becomes faulty (PSTN Only).
Reduces Service Disruption
Leaves you with the assurance that you will be back up and running within agreed SLA.
Less Risk to your Business
Minimises the risk of lost revenue, lost customers or customer dissatisfaction.
8Hr SLA PSTN
per PSTN per month
Response & repair time
8hrs
Hours of coverage
Mon-Fri 8:30 to 17:00
8Hr SLA BRA
per BRA per month
Response & repair time
8hrs
Hours of coverage
Mon-Fri 8:30 to 17:00
Assist Plus (ISDN FRA/PRA)
per PRA/FRA per month
Response & repair time
8hrs
Hours of coverage
Mon-Sat 8:30 to 17:00
Progress reporting
Within 2 hours of initial reporting
Fault Types excluded from SLA
• Where continuous access to the customer premises is not available to engineer at reasonable notice, for the purpose of conducting diagnostic tests between the network and the customer CPE.
• Where the fault is caused by third party activities such as cable damage.
• Where the fault is caused by severe weather conditions such as storms, flooding or lightning.
• Where a fault occurrence is due to changes in Customer provided apparatus, or due to the malfunction of any element which is owned or maintained by the customer.
• Where a fault is reported and no fault is detected when the service is tested from end to end.
• Any period of scheduled outages notified.
• A failure of the Customer to allow access to premises or equipment when requested.
• The Customer failing to operate the service in accordance with Three terms and conditions for the provision of the service.
• A failure of the customer to report the fault in accordance with the fault reporting procedures specified under “Fault Reporting”.
• Faults relating to the use of non-type approved or CE certified equipment by the customer.
Premium Assist (ISDN FRA/PRA)
per PRA/FRA per month
Response & repair time
4hrs
Hours of coverage
24/7 - 365
Progress reporting
Within 2 hours of initial reporting
Fault Types excluded from SLA
• Where continuous access to the customer premises is not available to engineer at reasonable notice, for the purpose of conducting diagnostic tests between the network and the customer CPE.
• Where the fault is caused by third party activities such as cable damage.
• Where the fault is caused by severe weather conditions such as storms, flooding or lightning.
• Where a fault occurrence is due to changes in Customer provided apparatus, or due to the malfunction of any element which is owned or maintained by the customer.
• Where a fault is reported and no fault is detected when the service is tested from end to end.
• Any period of scheduled outages notified.
• A failure of the Customer to allow access to premises or equipment when requested.
• The Customer failing to operate the service in accordance with Three terms and conditions for the provision of the service.
• A failure of the customer to report the fault in accordance with the fault reporting procedures specified under “Fault Reporting”.
• Faults relating to the use of non-type approved or CE certified equipment by the customer.
