Griffin’s Enhanced Care package reflects BT’s IPStream Connect Enhanced Care cover and provides a guaranteed fault clearance within twenty clock hours on reported faults. Fault updates are provided every three hours via XML 24/7.
The service is included on all Griffin SDSL lines ordered via MOPS and is available as an additional option on IPStream Connect ADSL circuits ordered via MOPS. TTB Enhanced Care is provided with all EB SA products. TTB provide the same Enhanced Care service as BT.
To Order
By selecting Enhanced Care on your MOPS platform, you are ordering Enhanced Care directly from BT Wholesale on your selected line.
Griffin's Commitment
We aim to update Partners on Griffin network related issues every 3 hours and to clear all faults within 20 clock hours (via XML) 1 working day. BT Wholesale aim to clear all reported Enhanced faults within 20 clock hours.
This is only for faults reported via XML on your MOPS platform, faults reported via the Griffin helpdesk will be covered by Griffin’s 1 working day target repair time.
Please note it regularly takes multiple fault reports to BT to resolve a fault. Our office hours are 0800hrs - 2000hrs Mon - Fri and 0900hrs - 1700hrs weekends and bank holidays.
Fault Reporting
To report faults either report via XML or contact us by phone. Faults reported by phone must be to our customer services team during working hours by calling 01332 646 600 and choosing the customer services option.
Service Credits
Any faults not cleared within the target time are eligible for a service credit. You can claim these credits by contacting your account manager and quoting the ticket reference number for Griffin faults, or the ADSL telephone number for XML reported BT faults.
Please note that a response by BT stating the fault is cleared is classed as a cleared fault, even if it is not fixed.
Exceptions
Griffin’s Enhanced Care package covers the IPStream Connect tail, and Griffin’s ADSL network. End user CPE, third party services (such as IP Transit), PSTN phone services, and third party software and hardware are not covered.