SLAs on connections

[localzuk]

As this is a bit new to me, I thought I'd ask here. What sort of SLA do you guys get on your internet connectivity? Do you get an SLA on FTTC connections also?

[CyberNerd]

http://www.vaioni.com/uploads/files/SLA%20Doc.pdf

[SchoolsBroadband]

As this is a bit new to me, I thought I'd ask here. What sort of SLA do you guys get on your internet connectivity? Do you get an SLA on FTTC connections also?

 

standard BT SLA on FTTC connections is 24 hour response with 48 hour fix. This can be improved to 7 hour response 24 hour fix if you pay for FTTC enhanced care. However remember to also increase the care level package on the underlying phone line too which you'd need to put to care level 4 if you did this without going through an ISP such as us.

 

EoFTTC comes with all of the above as standard and also guaranteed speeds. Your ISP may also add other enhancements or service credits (as we do) should any issues occur with the line.

 

SLA's on Fibre leased lines are normally 6 hour fix.

 

Thanks

 

Dave

[Opendium_Steve]

standard BT SLA on FTTC connections is 24 hour response with 48 hour fix. This can be improved to 7 hour response 24 hour fix if you pay for FTTC enhanced care. However remember to also increase the care level package on the underlying phone line too which you'd need to put to care level 4 if you did this without going through an ISP such as us.

 

Out of interest, does the "enhanced care" change anything in real terms in your experience? I've heard reports of BT Wholesale not even trying to meet the enhanced care SLA - it sounds like although BT Wholesale offer a 24 hour fix SLA, they don't actually have an agreement with OpenReach that would allow them to meet that SLA.

 

Thankfully, although dealing with BT has often been an almighty pain for installation, we've never had to convince them to fix a fault with an existing connection so I've not found out for myself how true those reports are.