Service maintenance levels

We've simplified our service maintenance structure which previously had nine options, and renamed them Maintenance Options 1 to 4. We've also introduced the new enhanced service offerings you asked for – Missed Appointments, Flexible Appointments, 6-hour repair (Expedite Repair) and Special Fault Investigation 2 (SFI2).

Key benefits:

• Reduced maintenance level charges and better contractual terms on all four new levels
• There's a clear difference between each maintenance option, so you can offer these to your customers knowing they will be able to see the difference for themselves

Expedite Repair

With Expedite Repair you can choose to tackle a fault by boosting its Service Maintenance Level for a one-off fee. This means you can opt to pay for a six-hour repair on a fault, even though the line isn't covered for this in its normal maintenance agreement.

Key benefits:

• Available on demand and can go up to Maintenance Option 4 for a fix within six hours
• If we don't fix the fault in the agreed time you don't pay for the expedite charge
• Available as a rental product for complete peace of mind or 'on demand', whenever needed

Flexible appointments

You can now book Openreach engineers to work at your customers' premises in the early morning and evening Monday to Friday and on Saturdays. These Flexible Appointments are currently available for the following:

• LLU (MPF, SMPF, SFI, SFI2)
• WLR3
• PSTN
• ISDN2e

We plan to extend the option to FTTC and FTTP products in the future.

Key benefits:

• Offer appointments outside of customer opening hours for retailers, and early morning late evening for people out at work all day
• Avoid disruption to your customers' businesses