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Recommended service level for business telephone lines

Posted on 5 February 2018 by Beaming Support

What are service levels?

Many businesses rely on their telephone lines; receiving calls from customers, drumming up sales through calling potential leads or calling suppliers to order products. It is therefore essential to ensure that, if your telephone line stops working, you can be confident that the fault will be fixed as soon as possible and in line with your business needs.

Service levels are options for your telephone lines that indicate the repair time for a fault once reported by you, the customer.

Of course, some businesses are more reliant on their telephone lines than others, so it is important to choose the right service level for your business needs.

 What is the difference between the different service levels?

A minimum requirement service level for most businesses starts from Service Level 2 Plus, however a smaller business may have a basic telephone line. Below we have listed all service levels available and their associated response and resolve times.

Recommended for Residential or Basic Telephone Lines

Service Level 1

To aim for the fault to be cleared by the end of the next working day +1, Monday to Friday, excluding public and bank holidays. For example, a fault reported at any time between 00:01 – 23:59 on Tuesday would have a commitment time of 23:59 on Thursday.

Service Level 2

To aim for the fault to be cleared by the end of the next working day, Monday to Saturday, excluding public and bank holidays. For example, a fault reported at any time between 00:01 – 23:59 on Tuesday would have a commitment time of 23:59 on Wednesday.

Recommended service level for Business Telephone Lines

Business Service Level 2 Plus

This is the standard level of service we provide for the majority of our customers and is included within your monthly line rental

To aim for the fault to be cleared by the end of the next working day, Monday to Saturday, excluding public and bank holidays. For example, a fault reported at any time between 00:01am – 23:59 on Tuesday would have a commitment time of 23:59 on Wednesday.

Business Service Level 3

If you report a fault by 12:59, the aim is to have the fault cleared by 23:59 the same day.

If you report a fault after 13:00, the aim is to have the fault cleared by 12:59 the next day (Monday – Sunday including public and bank holidays).

Business Service Level 4

From the time you report a fault, the aim is to have the fault cleared within 6 hours, round the clock, 365 days a year.

How can a higher service level help my business?

As mentioned previously, some businesses are more reliant on their telephone lines than others. Some businesses may only have 1 or 2 telephone lines which means that if either has a fault that puts them out of action, the impact is more heavily felt.  A larger company with multiple telephone lines may only require the standard business level response time.

The benefit of having a higher service level such as Level 4 is that if a fault affects one of your telephone lines you can be sure that the repair of the issue will be actioned and likely resolved within 6 hours, any day of the year. This keeps any potential downtime to an absolute minimum. To put it simply, the higher service level you choose to have, the quicker a fault on your telephone line can be repaired. This means you can get back to business ASAP!

If you would like to discuss which service levels are currently applied to your telephone lines and whether you would like to increase the service level on any of your telephone lines, please give our Sales team a call on 0800 082 2868 and someone will be more than happy to assist you.

Find out more about land lines

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