Service Level Agreements (SLA)
An SLA defines a set of performance indicators relating to the provision and/or performance of the service; this may include numerical targets for the key elements and will be a constituent part of the service’s Terms and Conditions. Whilst BT aims to comply with the performance levels defined in the SLA, such levels are targets only and are not contractually binding.
Service Level Guarantee (SLG)
A SLG sets out specific levels of customer service against defined criteria; this will include numerical targets and penalties for non-performance. Service Terms and Conditions will clearly define the boundaries of the compensation criteria.
- End User orders installed by the Customer Confirmed Date (CCD)
- Aggregate Access orders installed by the Contractual Delivery Date (CDD)
- BT Datastream Virtual Path orders installed by the Contractual Delivery Date (CDD)
- End User repairs covered by Standard Care completed within the target of 40 clock hours
- End User repairs covered by Enhanced Care completed within the target of 20 clock hours. Broadband Enhanced Care is available at an additional charge per ADSL or SDSL End User Access
- Aggregate Access repairs covered by Total Care completed within the target of 20 clock hours
Full details of SLAs and SLG are in the Broadband Service Level Agreement handbook.