Broadband Resiliency
Common Questions Answered
Q. Can you explain the key differences between "standard" ADSL care and your NETCARE offering?
A. NETCARE significantly reduces the contractual maximum "to fix" time of any ADSL circuit failure, from 48 hours to just 21. In addition, and importantly, your fault is prioritised and guaranteed to be investigated and responded to within 4 hours. Often this maximum 4-hour preliminary investigation and fault diagnostic will resolve the problem. NETCARE faults are typically resolved within 4 hours of failure. Standard care faults are responded to within 24 hours, and have a maximum "to fix" of 48 hours.
Q. What compensation is available if the line is not fixed?
A. 50% of the monthly rental amount will be payable for each fault not cleared within the timescales setout. Out of hours access may be required to qualify.
Q. How does the replacement equipment work?
A. Should you experience catastrophic equipment failure, we simply courier you via AM delivery new pre-configured equipment at no cost.
Q. Tell me more about the management interface for NETCARE RESPONSE?
A. A web-based console gives you full access to the status of your broadband, showing bandwidth, uptime and service level information. Details of "resiliency sessions" are shown, and reports may be run over different timescales.
Q. Are there any other additional costs apart from the flat-cost pricing?
A. Possibly, if your ADSL fails and in response your ISDN backup line is invoked then you will incur a small cost. Call charges are infrequent and typically last less than 4 hours. They represent a minor cost. We will invoice you for these calls each quarter, as required. Calls are charged at BT standard rates only.