We use the best networks and follow best practice to ensure that your service is available at all times, however where faults do occur we resolve them promptly and ensure that you are updated with progress at all times. The service level agreements for traditional lines are as below:
Clear by 23:59 day after next plus 1 day, Monday to Friday, excluding Public and Bank Holidays, e.g. report Tuesday, clear Thursday.
Clear by 23:59 day after next, Monday to Friday, excluding Public and Bank Holidays, e.g. report Tuesday, clear Wednesday.
Report by 13:00, clear by 23:59 same day. Report after 13:00 clear by 12:59 next day, seven days a week, including Public and Bank Holidays.
Clear within 6 hours, any time of day, any day.
In circumstances where a fault prevents service, the customer will be offered the opportunity to divert calls to an alternative number.