Line Rental Care Levels

All installations have an associated Care Level, this is set at the time your order is provisioned and can be upgraded or downgraded within the duration of your lines and calls agreement.

  • The Care Level refers to the priority of which faults will be resolved by BT OpenReach, i.e. a fault on a line with a Care Level of 4 will be resolved faster than a line with Care Level 1.
  • Sites with a high dependency on their telephony services will be more likely to have a Care Level of 4. The higher the Care Level, the higher the charge.
  • All business lines will by default have the minimum care level 2 (unless changed). Only residential PSTNs can be assigned care level 1.

Please note that all new line installations or line faults reported are provided or fixed by BT Openreach engineer resources. Capital have full access to the “WLR3 platform” which allows our network operation team to manage of BT Openreachengineer service calls thus allowing us to maintain an optimum level of fixed line service management to your business whether you have single or multiple lines.

SLA’s:

  • Care Level 1

    • Only residential PSTN lines can be assigned Care Level 1
    • Target Resolution: Clear by end of next working day +1 working day
    • Engineering Work Times: Monday to Friday: 8am – 6pm Mornings: 8am – 1pm Afternoon: 1pm – 6pm
  • Care Level 2

    • This is the default level of care for business lines
    • Target Resolution: Clear by end of next working day
    • Engineering Work Times: Monday to Friday: 8am – 6pm Mornings: 8am – 1pm Afternoon: 1pm – 6pm
  • Care Level 3

    • Target Resolution: In by 1pm fix same day In after 1pm fix by 1pm the next day
    • Care Level 4Engineering Work Times: Monday to Sunday: (inc Bank Holiday) Monday to Friday: 7am – 9pm Saturday to Sunday: 8am – 6pm
  • Care Level 4

    • Target Resolution Clear within 6 hours
    • Engineering Work Times: Monday to Sunday (inc Bank Holiday): 24hours a day / 7days a week

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