Home  |  Helpdesk  |  Product Help  |  Demon Broadband Services - Standards of Service

Demon Broadband Services: Standards of Service

THUS now provides Demon Business Broadband and Demon Premier Broadband with Standards of Service. This was previously only available for Demon Premier Broadband Managed services.

As part of our ongoing broadband portfolio enhancements, THUS have also introduced a Service Credit regime to the Standards of Service. This enhancement, which is provided at no additional cost, provides an extra level of confidence for all of our Business and Premier Broadband customers, as it sets out exactly what minimum levels of performance customers can expect from their service.

The Standards of Service details that THUS endeavours to resolve any critical faults reported on the THUS Network within a four-hour timeframe. Should any critical faults remain unresolved for longer than the Service Fix Times listed in the Standards of Service then the customer will be entitled to submit a claim for a service credit of £25, which will be applied to their broadband account. Some conditions apply as detailed below and more fully in the Standards of Service document. THUS also provides timescales for resolving critical faults on any third party network that may form part of the service. Again, should these timescales not be met, customers will be entitled to submit a claim for a service credit.

The full Standards of Service document can be found here
For a Standards of Service FAQ, go here
The Standards of Service Claim Form can be found here