BT Service Level options

Modified on Tue, 17 Sep, 2019 at 3:34 PM

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
Severity	Standard	Enhanced	Premium	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.