TotalCare & CriticalCare
Sevice Guarantees of Totalcare & CriticalCare
We guarantee to resolve a "Service Failure" in line with the care/service level you have chosen.
For Total Care, this means 24 Hours after you report the fault, unless you have requested specific appointment date. The Total Care working week is 7 Days a week, 52 weeks per year.
By "Service Failure" we mean continuous total loss of the facility to make or receive a phone call due to a fault in BT's network up to and including the main telephone socket for your property.
In order to verify that the issue is a "Service Failure", we usually have to carry out diagnosis tests that often require someone to be available at the location where the service is installed.
We therefore strongly recommend that there is someone available to help with checking aspects of the site's installation at the time that you report the fault.
If we are not able to progress this diagnosis activity when you report the issue, we will arrange a callback at a time suitable for you and continue the diagnosis of the problem.
Once diagnosed, we then promise to resolve the issue within the timescales referred to in our product/service guarantee.
If your fault is intermittent we will aim to repair your service by midnight on the fourth working day (not including public and bank holidays) after the day you report the issue.
Where a specific appointment date is agreed we will aim to resolve the problem and resume your service by midnight on the appointment date.
Service Promise for CriticalCare
We guarantee to resolve a "Service Failure" in line with the care/service level you have chosen. For Critical Care, this means in 6 Hours, unless you have requested specific appointment date.
The Critical Care working week is 24hrs a day, 7 Days a week, 52 weeks a year.
By "Service Failure" we mean continuous total loss of the facility to make or receive a phone call due to a fault in BT's network up to and including the main telephone socket for your property.
In order to verify that the issue is a "Service Failure", we usually have to carry out diagnosis tests that often require someone to be available at the location where the service is installed.
We therefore strongly recommend that there is someone available to help with checking aspects of the site's installation at the time that you report the fault.
If we are not able to progress this diagnosis activity when you report the issue, we will arrange a callback at a time suitable for you and continue the diagnosis of the problem.
Once diagnosed, we then promise to resolve the issue within the timescales referred to in our product/service guarantee.
If your fault is intermittent we will aim to repair your service by midnight on the fourth working day (not including public and bank holidays) after the day you report the issue.
Where a specific appointment date is agreed we will aim to resolve the problem and resume your service within six hours after the appointment date.