Broadband Maintenance Options
All Broadband Services are supported by one of three Service Maintenance Levels – Standard, Enhanced or Critical Care.
These Service Maintenance Levels are assigned on an individual circuit specific basis. There is an uplift to the monthly recurring charge for Enhanced and Critical levels, which is identified within Sirius Pricing Documentation.
Service Maintenance Levels are applicable to all variants of Copper (ADSL) and Fibre (FTTC, SOGEA, FTTP) Broadband Services.
Sirius will utilise diagnostic tools to perform first line diagnostics & determine the root cause of the reported Fault, with the ability to log this out to the underlying broadband carrier if an issue is detected.
The Business Working Hours of the Carrier Technical Support team are Monday to Friday 08:00 to 18:00, and Saturday 09:00 to 17:00.
For Critical Care Faults the Working Hours are 24 hours a day, 7 days a week.
Standard Care
Standard Care is the default Service Maintenance Level for all Broadband Services.
The Initial Response Target to the reported Fault is 4 working hours.
If an Engineer Visit is deemed to be required, we will arrange the first available appointment covering Monday to Friday.
The target Fault Restoration time is 40 Clock Hours from the Fault being confirmed as received, covering Monday to Saturday, and excluding any allowable Parked Time.
Enhanced Care
Enhanced Care is an uplifted Maintenance Level for all Broadband Services.
The Initial Response Target to the reported Fault is 3 working hours.
If an Engineer Visit is deemed to be required, we will arrange the first available appointment covering Monday to Sunday, including Public & Bank Holidays.
Saturday and Sunday visits are subject to availability and not guaranteed)
The target Fault Restoration time is 20 Clock Hours from the Fault being confirmed as received, covering Monday to Saturday (excluding Public & Bank Holidays), and excluding any allowable Parked Time.
Critical Care
Critical Care is an uplifted Maintenance Level all Broadband Services.
Faults can be reported 24 hours a day, 7 days a week, and will be responded to within 1 working hour.
If an Engineer Visit is deemed to be required, we will arrange the first available appointment covering Monday to Sunday, including Public & Bank Holidays.
Saturday and Sunday visits are subject to availability and not guaranteed)
The target Fault Restoration time is 8 Clock Hours from the Fault being confirmed as received, covering Monday to Sunday and including Public and Bank Holidays.
Please note: Whilst Sirius and it’s carriers will use all reasonable endeavours to comply with the Service Levels defined in this Schedule, these are targets only and, the ISP has no liability for any failure to meet them
For more information, get in touch with the team today.