Support offered on Giganet business broadband services

Introduction

Giganet is unlike most other providers in that we include the maximum level of support and SLAs available on all our Business Broadband Services as standard. This is the factor that helps to resolve critical faults as soon as possible no matter the day or time.

What this means is that we specify from the various broadband carriers that help us to deliver your connectivity service the absolute maximum maintenance and care levels that we can purchase.

We then overlay this with our own help desk which is ready to assist you 24x7.

Often, other providers will provide these quick repair levels as add-on extras, and these are usually overlooked by customers due to the price premium they attract. At Giganet, we believe that when you order a business-service which often is so critical for your business' success, you want the very best service, so why have these optional extras confusing matters. We instead bundle the support into the main product.

Critical support coverage hours and repair SLAs offered by Giganet's broadband services

• 24x7x365 support, with 5hr fix for critical faults
  • CityFibre UltraBEAM
• 24x7x365 support, with 6hr fix for critical faults
  • National Legacy services
  • National SuperBOLT, UltraBOLT and UltraBEAM services
  • Local SuperBOLT, UltraBEAM services
  • Salisbury UltraBEAM services
• Mon - Fri 9am - 5.30pm support
  • District SuperBOLT*
  • UltraBEAM services^

*On District SuperBOLT services, we do provide 24x7x365 6hr fix for any problems that are identified with the copper pair - however for any problems concerning the broadband service, due to a carrier limitation, we can only provide Mon - Fri 9am-5.30pm support.
^Due to a carrier limitation, we can only provide Mon - Fri 9am - 5.30pm support for this service. 

How does this work with the line rental and the broadband?

With our copper & hybrid fibre/copper broadband services such as Legacy (ADSL2+), SuperBOLT (FTTC) and UltraBOLT (G.Fast), we are including the maximum level maintenance care level (24x7x365 6hr fix) on BOTH the analogue line and the broadband service overlay - the exception to this is with District SuperBOLT where we include the maximum (24x7x365 6hr fix) on the copper line rental only.

Again, other providers may only include maintenance on one but not both. Giganet includes it on both.

Is there a lower cost option without the highest level support for business broadband services

No.

As part of our business values, we have decided to only offer the very best with our business broadband services. If you wish to sacrifice your coverage, then you may opt for our consumer services which have slightly longer repair times which is reflected in the price offered.