Care Levels

At Criterion we’re committed to making sure that all of our customers get the best business telecoms support available. We understand that when something goes wrong with your phone lines or internet service, you want it resolved as quickly as possible.

The more time you spend waiting for a fault to be fixed, the less time you can spend getting on with business – and we never want that to happen to our customers.

Keeping your telephone lines and internet services in full working order is therefore imperative to us. That’s why we offer additional BT Level Care packages to help give you the peace of mind that if you do experience any issues, we’ll be on the case in no time at all. Your Service Level Agreement (SLA) fix time can be as little as 6 hours depending on the level chosen.

Our simple Care Level structure has distinctive 4 tiers, making it easy for you to see the difference and select the level that best suits your business.

Providing complete peace of mind, you can be safe in the knowledge that If BT don’t fix the fault in the agreed time you don’t pay for the expedite charge.

We offer all of our customer’s flexible appointment times such as early morning, late morning, early afternoon and early evenings on Monday to Friday along with AM and PM appointment slots on weekends.

Level Care 1

Clear by 23:59 next day, Monday to Friday, excluding public and bank holidays. For example, report Friday, clear Monday.

Level Care 2

Prioritised on the day, clear by 23:59 next day, Monday to Saturday, excluding public and bank holidays. For example, report Friday, clear Saturday.

Level Care 3

Report before 13:00, clear by 23:59 same day. Report after 13:00 clear by 23:59 next day, seven days a week, including public and bank holidays.

Level Care 4

Clear within six hours, any time of day, any day of the year.