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ISDN & PSTN Care Levels

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These care levels apply to our Openreach PSTN and ISDN services and quoted timescales take effect from when end user fault diagnostics have been completed and the fault is determined to be within our wholesalers network. We will report the fault to BT Openreach and the fault will be resolved in line with the care levels described below.

Standard Care (Care Level 1)

Openreach’s initial response will usually be by end of next working day and they will aim to clear any fault by end of next working day + 1, Monday to Friday, excluding Public Holidays and Bank Holidays.

Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Thursday

Prompt Care (Care Level 2)

Openreach’s initial response will usually be within 4 working hours and they will aim to clear by end of next working day, Monday to Saturday, excluding Public Holidays and Bank Holidays.

Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Wednesday.

Enhanced Care (Care Level 3)

Openreach will aim to clear by end of same day if reported by 12.59, if reported after 13.00 they will aim to clear by 12.59 the next day.

Critical Care (Care Level 4)

Openreach will aim to achieve a 6hr fix round the clock, 365 days a year.