Contractual Information

Find details of BT Wholesale's approach to service quality through the offer of Service Level Agreements (SLAs) and Service Level Agreements (SLGs).

End User orders installed by the Customer Confirmed Date (CCD)
Aggregate Access orders installed by the Contractual Delivery Date (CDD)
BT Datastream Virtual Path orders installed by the Contractual Delivery Date (CDD)
End User repairs covered by Standard Care completed within the target of 40 clock hours
End User repairs covered by Enhanced Care completed within the target of 20 clock hours. Broadband Enhanced Care is available at an additional charge per ADSL or SDSL End User Access
Aggregate Access repairs covered by Total Care completed within the target of 20 clock hours

Full details of SLAs and SLG are in the Broadband Service Level Agreement handbook.

20CN Broadband Service Level Agreement Handbook (doc - 288 KB) - 18/10/2010

Further information

For information detailing the terms of the Service Level Agreements, Service Level Guarantees and compensation levels, see the appropriate product terms & conditions.

Credit Vetting Policies

Find information about our Credit Vetting policies.

The BT Wholesale Credit Vetting Policy This covers the products listed in the document, the generic terms in Appendix 1 apply for any products and/or services that are not otherwise covered by a valid existing credit vetting policy. BT Wholesale Credit Vetting Policy – Issue 10 Effective 1 March 2014

BT Wholesale Credit Vetting Policy Issue 10 (doc - 120 KB) - 24/01/2014 BT Wholesale Credit Vetting Policy Issue 10 Appendix (doc - 42 KB) - 17/01/2014

BT Wholesale Credit Vetting Policy – Issue 9 Effective 1 May 2011

BT Wholesale Credit Vetting Policy Issue 9 (doc - 102 KB) - 28/01/2011 BT Wholesale Credit Vetting Policy Issue 9 Appendix (doc - 24 KB) - 28/01/2011 BTW Credit Vetting Policy (doc - 105 KB) - 31/01/2011

BT Wholesale Credit Vetting Policy – Issue 8 Effective 30 July 2010

Please note: Draft 7.4 issued as Issue 8.0 and includes the changes notified in Issue 7A

BT Wholesale Credit Vetting Policy Issue 8 (doc - 389 KB) - 19/07/2010 BT Wholesale Credit Vetting Policy Issue 7A (doc - 427 KB) - 24/05/2010 BT Wholesale Credit Vetting Policy Issue 7A – showing tracked changes (doc - 474 KB) - 24/05/2010

BT Wholesale Credit Vetting Policy – Issue 7

BT Wholesale Credit Vetting Policy Issue 7 (doc - 497 KB) - 09/11/2009

Sample Reports

Sample of BT Wholesale Credit Vetting Report (doc - 306 KB) - 01/06/2010 Annotated Sample of BT Wholesale Credit Vetting Report (doc - 354 KB) - 01/06/2010

Reference Offers

Find out how to access Reference Offers. To access Reference Offers, see the Regulatory and Archived Information page.

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