Sirius Telecom Ltd, 2 Harvey Close
Crowther Ind Est, Washington NE38 0AB
0191 419 8181
info@teamsirius.co.uk
Our service maintenance structure for Broadband and Telephone Lines has various levels, allowing you to select the cover that best suits your business’ needs.
Care Level 1 (Default on Basic/Residential Analogue Line)
Provides cover Monday to Friday, excluding Public and Bank Holiday.
target network fault clear on the second valid working day after fault is reported
Care Level 2 (only available on Basic/Residential Analogue Lines)
Provides cover Monday to Saturday, excluding Public and Bank Holidays.
Target network fault clear by the end of the next valid day after fault is reported
Care Level 2 Plus (Default on Business/Premium Lines)
Provides cover Monday to Saturday, excluding Public and Bank Holidays.
Faults will be allocated an engineer appointment from a diary used solely for 2Plus repair.
Target network fault clear by the end of the next valid day after fault is reported.
Care Level 3
Provides cover seven days a week, including Public and Bank Holidays.
Target clear by 23:59 same day (if reported before 12.00)
Care Level 4
Provides cover 24 hours a day, seven days a week, 365 days a year.
Target clear within 6 hours, any time of day, any day of the year
All Broadband Services are supported by one of three Service Maintenance Levels, namely either Standard, Enhanced or Critical. These Service Maintenance Levels are assigned on an individual circuit specific basis.
Standard Care
Standard Care is the default Service Maintenance Level for Copper(ADSL) and Fibre (FTTC/FTTP/SOGEA) 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 Copper (ADSL) and Fibre (FTTC/FTTP/SOGEA) 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 for Copper (ADSL) and Fibre (FTTC/FTTP/SOGEA) 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 its carriers will use all reasonable endeavours to comply with the Service Levels defined, these are targets only and Openreach, nor the ISP has any liability for failure to meet them.
Please refer to our pricing documentation or contact our sales team for monthly rental (services marked as default are free)
