BT offer various service level guarantees for their services, and one of the ones we do as standard on our Office::1 business service is a "7 hour fix" package (maintenance category 14).
This is not just a response in 7 hours, but a guarantee from BT to fix in 7 hours, 24 hours a day, including holidays and weekends.
So when we have a customer ordering service a month early to ensure all will be well for the day they need it, and putting the lines on 7 hour fix to ensure any problems are sorted promptly, it is somewhat of a surprise to find BT have no apparent intention of fixing in 7 hours, even now, after TWO WEEKS that this fault has been open and with BT.
They are plainly not working on it 24 hours a day and taking the night and weekends off from even responding to our requests for an update.
It really does seem to me that the 7 hour fix is just a con. It seems that they know they will often fail to meet it and count on the fact that it cost so much ,and the compensation for failure is so low, that it just does not matter to them.
I am unsure what to do next for my customer.
I am unsure what to do next with BT.
It is the most appalling service, and would be bad even if it was on the standard "40 hour" SLA, but paying extra for a 7 hour fix and they just don't seem to care - that is almost fraud, surely?