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CUSTOMER GUIDE

Hosted Voice & BROADBAND SLAs

May 2021

By phone

Our Customer Experience team aims to answer all calls as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority service thanks to their dedicated support teams.

  • Essential connections: Under 10 mins(during business hours)
  • Gold connections: Under 7 mins (during business hours)
  • Platinum connections: Under 4 mins (during business hours)

By email

We aim to respond to all enquiries through my.plan and via email as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority email and ticket service thanks to their dedicated support teams. 

  • Essential connections: Under 12 business hours
  • Gold connections: Under 8 business hours
  • Platinum connections: Under 2 business hours 

Live Chat

Live Chat is our instant message facility that can be accessed exclusively through my.plan. It means you can get in direct contact with a member of our Customer Experience team without picking up the phone or sending an email. 

Issues with the supply of internet to your premises

  • If you believe there is an issue with the supply of internet to your premises and you have broadband through plan.com and you have conducted all the test outlined above, please contact us directly
  • plan.com will be able to conduct additional tests on your internet connectivity
  • Please do not contact Openreach directly. If you are a plan.com broadband customer, they will be unable to help you as you will not be recognised as one of their customers.
  • In the event of us establishing that there is an issue with the supply that Openreach is unable to identify, an engineer may be needed to establish the cause of the issue.
  • If the engineer needs access to your property, we will notify you in advance.
  • If the engineer determines that the fault not with the supply (e.g. it’s with the router or internal cabling, this may lead to a call-out charge. The charge is determined by the amount of time the engineer is at the property.

Target Maintenance Level fix times

  • In the event of us establishing that there is an issue with the supply that Openreach is unable to identify, an engineer may be needed to establish the cause of the issue.
  • We operate under BT’s Care Level 2+ Maintenance Level. The Openreach target Maintenance Level fix times may come into effect.
  • This Care Level has the following Maintenance Level target fix times: Clear by 23.59 next day, Monday to Saturday,excluding Public and Bank Holidays.
  • This means that if an issue is reported and accepted by Openreach at any time on a Wednesday, the issue will be investigated and targetted to be clear by 23.59 on Thursday (Monday to Saturday, excluding Public and Bank Holidays)

versions

What's changed?

This is the latest Hosted SLA Guide dated May 4th 2021.

previous versions

  • None