A fault can be located either on the customers equipment i.e. telephone system or internal cabling or within the public network i.e. within the Openreach, Talk Talk etc. network. As such there are several ways of dealing with these.

Equipment fault: This would be an issue with the hardware supplied and supported by Fast-Track Telecom.

Network fault: This would be an issue with a customer’s lines or internet connection. The network provider is responsible for anything up to the network test and termination point within a customer’s premises.

When a fault is advised or detected, it is required to determine what category it falls into so that the correct procedure can be followed. With all faults, we will aim to work within a set standard service level agreement (SLA) All major faults will receive a response from Fast-Track Telecom within four working hours of being received.

Major fault: This would be an issue with a customer’s lines or internet connection. The network provider is responsible for anything up to the network test and termination point within a customer’s premises.

All minor faults will receive a response from Fast-Track Telecom within eight working hours of being received.

Minor fault: A minor fault will be classed as a site with partial or intermittent loss of service and or the partial or intermittent inability to transmit and/or receive communication over voice or data.

A support request is when a customer asks for a change to be made within the setup of their system and bears no relation to a fault.

With all support requests, we will aim to work within a set standard service level agreement (SLA). All support requests will receive a response from Fast-Track Telecom within eight hours of being received. Fast-Track Telecom aim to have completed support requests within a period of three working days.