Operates during normal working hours for this service (0800-1700 hours Monday-Friday excluding Public and Bank Holidays). Supanet aims to respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Where a fault is reported outside Supanet normal working hours for this service, the fault will be treated as if it has been reported at the beginning of the next working day. Work will only be carried out during Supanet normal working hours for this service. There is no additional charge for this service.
Same as above plus: Supanet will respond within 4 working hours of receipt of a fault report. If the fault is not cleared during this period Supanet will advise the nominated contact of the progress being made to clear the fault.
Where engineering staff are working on a fault at the end of Supanet normal working hours for this service it may be possible for work to continue without a break at the Service Providers request, however this will only be possible if engineering personnel are available. Supanet may make an additional charge for such work.
Operates on 24 hours a day, 7 days per week including Bank and Public Holidays. Supanet will respond within 4 hours of receipt of a fault report. If the fault is not cleared during this period Supanet will advise the nominated contact of the progress being made to clear the fault.
