Faults can be booked Mon-Fri 08.00-20.00 and Sat 09.00-13.00, by emailing dsl-support@gradwell.net, or by phoning 01225 800889.

Outside of these hours, you can leave a message with our out of hours service, for us to deal with at the earliest opportunity.

Enhanced Care

All of our Premier ADSL lines come with an enhanced care package, whereby an engineer can attend to resolve problems 24 hours a day 7 days a week, after the fault has been booked, however, you must provide a telephone number at the time of fault booking, where you can be reached at anytime, and must be able to arrive on-site within 15 minutes.

We endeavor to resolve enhanced care faults within a 24 clock hour period.

Standard Care

Our Starter lines come with a standard care package, whereby from time of fault booking, we will endeavor to resolve the fault within 48 clock hours.

We have prioritised our cases into 4 main categories as follows:

Critical Incidents in which the ADSL service is unusable by 500 or more users

• e.g. connection between Gradwell and the customer is affected or a connection to an exchange is affected

Resolution within 6 clock hours (plus 4 clock hours where equipment is required)

High Incidents in which the ADSL service is unusable or useable on a restricted basis by 2 or more users, but less than 500 users. Resolution within 14 clock hours

Medium Incidents in which the ADSL service is useable on an impaired basis by

• 2 or more users but less than 500 users or fails in a non-material way to meet its service level.

Incidents in which the ADSL service is unusable or useable on a restricted basis by single users who has ordered and is supported by enhanced care services Resolution within 24 clock hours (excluding parked time)

Low Incidents in which the ADSL service is unusable or useable on a restricted basis by a single user with standard care services support. Resolution within 48 clock hours (excluding parked time)

NB: Clock hours are hours running 24/7, on the clock.

Parked time is where hours on the clock time have stopped, because we are waiting a response from the customer, to check on status, adjust user settings, or for an engineer appointment where the customer has requested an appointment outside of the SLA window.

For enhanced care lines, within 4 hours, log the fault, carry out primary diagnostics, the fault passed to a repair agent, and the customer will be informed of the progress. If the fault is localized to the user's site, and cannot be cleared remotely, we will take action to dispatch an engineer or agree an appointment with the customer.