Demon Broadband Services: Standards of Service

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

FAQS

What is the definition of a 'critical fault'?
What customers/products will be eligible for the Standards of Service?
Will existing customers of the above products benefit from the Standards of Service and what about customers still on legacy broadband services?
What areas of my Broadband Service are covered by the guarantee?
At which point can customers claim Service Credits?
How is the fault time measured?
How do I submit a claim?
How do I log a fault?
How will I know if my claim has been successful?
How much is the corresponding Service Credit?
How will this be paid?
How often can I claim a Service Credit?
Can I claim a Service Credit for several faults together?
When will the new Standards of Service come into effect?

What is the definition of a 'critical fault'?
A critical fault means total loss of Service at one or more premises.

What customers/products will be eligible for the Standards of Service?
New customers who sign up for the following will receive the Standards of Service:
Demon Business Broadband 2000
Demon Business Broadband 4000
Demon Business Broadband 8000
Demon Premier Broadband ADSL
Demon Premier Broadband ADSL Managed
Demon Premier Broadband SDSL
Demon Premier Broadband SDSL Managed

Will existing customers of the above products benefit from the Standards of Service and what about customers still on legacy broadband services?
Yes, but existing customers must first agree to a new set of terms and conditions in order to benefit from the Standards of Service. The only substantive difference between the existing terms and conditions and the new version is the addition of a reference to the new Standards of Service document.

What areas of my Broadband Service are covered by the guarantee?
For Business Broadband customers, all three key areas of the service are covered: Internet connectivity; Email Hosting and Web Hosting. The Premier Broadband service doesn't include web or email hosting and as such the Standard of Service covers simply the installation and ongoing performance of an Internet Access service. For Premier Broadband Managed customers this extends to the managed router provided as part of the service package. Further detail can be found in the Standard of Service document.

At which point can customers claim Service Credits?
A customer is entitled to claim a service credit should any faults remain unresolved after 8 hours, although we aim to resolve all faults within a 4 hour timeframe. This 8 hour limit is only applicable to faults within the THUS network however – the point at which customers can claim service credits for faults outside the THUS network is either 24 or 48 hours depending on the product purchased. Please see the relevant Standard of Service document for further details. http://www.demon.net/helpdesk/producthelp/tandc/

How is the fault time measured?
The fault clearance time is the measured time period from the logging of the fault by the Customer Management Centre (CMC) to the return of Service and the closure of the fault by the CMC. Should the Company require further information from the customer, which is not forthcoming, this time spent waiting for further customer information will not be included in the fault clearance time.

How do I submit a claim?
All claims must be submitted online via our Standards of Service Claim Form, available here: [hyperlink to: http://www.demon.net/serviceclaimform/]

How do I log a fault?
A: All faults should be reported to the Company's Customer Management Centre (CMC) by dialling:
CMC contact number 0845 272 2444
This number is operational 24 hours, 7 days a week.

How will I know if my claim has been successful?
THUS aims to send email notification of the outcome of your claim within 7 days of submission.

How much is the corresponding Service Credit?
£25.

How will this be paid?
This will be applied to the billing account of the Broadband account affected and applied against any outstanding amounts.

How often can I claim a Service Credit?
Customers are entitled to make a claim for one Service Credit per month and must make that claim within 7 days from when the fault was closed.

Can I claim a Service Credit for several faults together?
Customers cannot claim Service Credits based on several small faults. The Customer can only submit one claim for a Service Credit per calendar month. The Customer will only be entitled to submit a claim in relation to a Critical Faults.

When will the new Standards of Service come into effect?
The new Standards of Service come into effect immediately.

More details information can be found in the Standard of Service documentation, found at
http://www.demon.net/helpdesk/producthelp/tandc/