BT OpenReach provide 3 service level options on most connectivity services (xDSL, FTTC, G.Fast, FTTP)
- Standard (engineer visits can be requested Mon-Fri 08:00-18:00)
- Enhanced (engineer visits can be requested Mon-Fri 08:00-18:00)
- Premium (engineer visits can be requested Mon-Sun 00:00-23:59 - anytime, 24/7, 365)
Elevated IP throughput: Additionally, services that are bandwidth contended at the BT cabinet (PCP) have the option of "Elevated". For example, when FTTP services are heavily subscribed and the optical back-haul if at capacity, then bandwidth contention is experienced with resulting IP packet delays. Where the "Elevated" option is purchased, then these subscribers are prioritized over standard subscribers.
|Severity||Target resolution time, in hours*, with a 4 hour response time in all cases. Where customer uses modem/router not supplied by us then time taken to rule out customer equipment problems is additional.||Example scenario|
|Low||40 h||20 h||8 h||Less than optimal performance, with up to 10% packet loss.|
|Medium||40 h||20 h||8 h||Partial loss of service or degradation up to 25% packet loss.|
|High||40 h||20 h||8 h||Total loss of service or degradation (packet loss) where even an ePDQ terminal cannot process a single card transaction or sending a single email cannot be completed.|
|Critical||4 h||4 h||4 h||MSO (single cause affecting multiple subscribers).|
* hours: BT OpenReach use a stop-watch style system to account for "hours". For example, if they ask for the customer reboot their equipment then the "hours" stop, pending a response, and subsequently the "hours" resumes accrual if the customer responds to report that the equipment has been rebooted but the symptoms persist. To be clear: if a "critical" problem is reported at 1:00 PM and the customer takes 1 hour to respond to an OpenReach request, then the target resolution time increased from 4 hours to 5.