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Section 14:Service Care Levels

Part 1:Service Care Levels


Subpart 1:Product Description

Prompt Care

This service is not available to customers using PSTN split line voice service.

RESIDENTIAL

Prompt Care is defined in paragraph 8 of the BT Telephony Service Terms.

http://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTitle=Terms

BUSINESS

Fault Reporting

Customers will be able to report faults Monday to Sunday24/7 including bank and public holidays. BT will respond within 4 working hours of receipt of a fault and start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. BT will advise the customer of the progress being made to clear the fault.

Where applicable, customers can request the option to divert their line to an alternative number.

Engineering Visits

BT's engineer will carry out visits, where required, during working hours of 08:00 to 18:00 hours Monday to Saturday (excluding Bank and Public Holidays).

If staff are available BT may, at the Customer's request, continue to work on the fault outside working hours without a break. BT will raise additional charges for the extra working hours (Section 15:Timescale Charges).

Fault Repair

BT will fix faults by the end of the next working day (up to 23:59 hours).

Where BT fails to meet the repair timescales, customers may be entitled to claim under the Customer Service Compensation Scheme, if applicable (Section 49 (a) Business - Customer Service Compensation Scheme).



Day Fault Was Reported

Repair by

Monday

Tuesday

Tuesday

Wednesday

Wednesday

Thursday

Thursday

Friday

Friday

Saturday

Saturday

Monday

Sunday

Tuesday

Please note:

1.Sundays and Bank Holidays are not normal working days.

2.Working day for fault repair is up to 23:59 hours


FOR EXPLANATION OF TAX EXCLUSIVE AND INCLUSIVE CHARGES, SEE VALUE ADDED TAX IN GENERAL NOTES. THIS NOTE HAS NO CONTRACTUAL FORCE.


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