All Executel fault/query calls are categorised and have strict targets for respond and fix. Below are the standard service levels that we publish, however in reality, we respond well within the quoted times as our internal targets are significantly more stringent.
This is particularly the case with Class A - System Down faults for which we have a ‘drop everything’ approach in order to ensure that your business continues to run smoothly.
CATEGORY
RESPONSE
FIX TARGET
System down - no lines
240 mins (4hrs)
480 mins (8hrs)
Other system related faults
480 mins (8hrs)
960 mins (16hrs)
Low Cost Routing calls
480 mins (8hrs)
960 mins (16hrs)
BT wholesale lines
480 mins (8hrs)
960 mins (16hrs)
Data services
Product dependant
Product dependant
Unlike many other suppliers, at
Executel, we define response as the period of time within which we will
actually begin working on the fault
rather than just logging it.
