Service maintenance levels


Our simple service maintenance structure has 5 levels with clear light between each making it easy for you to see the difference and select the level that best suits your customers' needs.

Key benefits:

  • Harmonised contractual service maintenance level charges across all five 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 book Openreach engineers to work at your customers' premises in the early morning, late morning, early afternoon, early evening Monday to Friday along with AM and PM appointment slots on Saturdays. These Flexible Appointments are currently available for the following products:

  • WLR3 PSTN, ISDN2 (8 Channels or Less)
  • Local Loop Unbundling Metallic Path Facility (LLU MPF) 
  • SIM1 and 2 Provision
  • Generic Ethernet Access - Fibre to the Cabinet (GEA-FTTC) and Generic Ethernet Access - Fibre to the Premises (GEA-FTTP), appointed Fibre Voice Access (FVA) 
  • Service Based Solutions (SBS) linked orders (WWT) with Wholesale Line Rental, Local Loop Unbundling, Next Generation Access
  • Multi-line aux up to 4 lines

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 by offering appointment slots that suit their needs


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