Broadband care levels
This article is only applicable to Zen broadband services
Care Level options
Your service's care level dictates how quickly supplier engineers will try and fix your connection when there is a fault. Please note these are targets and not guarantees.
Three care levels are offered:
- Standard Care is included free of charge and is the default package that is provided to all Broadband Services
- Enhanced Care is an optional and chargeable advanced level of service for the support of Broadband services
- Critical Care is an optional and chargeable business-class level of support where businesses may be heavily reliant on their Broadband services
| Care Level | Target Response Time | Target Restoration Time |
| Standard | 4 working hours | 40 clock hours |
| Enhanced | 3 working hours | 20 clock hours |
| Critical | 1 working hours | 8 clock hours |
Modify care level
You can modify your service's care level by going to Reports -> Service Reports -> Broadband -> Orders and clicking the Modify button.
On the following screen, select your new Care Level and submit your order.
