Last Christmas my parents broadband broke and BT were a pain... I blogged :-)
Believe it or not, there is a maintenance level available on broadband lines that we get from BT which has a target fix time of 7 hours, 24/7. This is a lot better than their usual target fix of 40 hours, and not working weekends.
So, what does that mean exactly? To be honest, we don't know. We do know that the compensation for not meeting it is peanuts (just like the other SLAs). But in theory, at least, BT should jump when they get a fault report on this service level.
So, I am going to put it on my parents line over Christmas this year, just in case. Last year we had a lot of argument over terms, and whether 25th Dec was a Bank Holiday or not, and so on. With the 7 hour fix, that specifically says they should be working on this, even on weekends, bank holidays, and Christmas day!
Of course, their line will be fine, such is the nature of any sort of insurance.
I wonder whether more businesses should put lines on this over Christmas, given that we can put it on a line for just a month, even. The catch is, from our point of view, that we don't have staff on call 24/7 (well, apart from major outages). Even so, we can usually be contacted out of hours (e.g. on irc) and if someone was on 7 hour fix we can try and get BT on the case. So it may make sense.
It will be interesting to ever see one of these lines with a fault and see if BT do in fact jump!
Update: We are looking to try this on a line where the line comes in with a fault late in the day, so we order 7 hour maintenance, an order which goes on over night, and then the next morning we report the fault (on 7 hour fix). Overall this should be less than the normal 40 hour target fix time, even waiting for the 7 hour fix order to be applied to the line. Sadly this only works if the next day is a normal working day as it takes a working day to apply the change of maintenance level. We'll see if that works...