BT provides an extensive range of customer services, designed to exceed your expectations - all of which can be adapted to match the individual needs of your business and are monitored and delivered to exceptionally high standards.
The offerings are not only flexible, they are easy to understand, innovative and provide excellent value for money. And, in the unlikely event that BT fails to meet agreed service levels you will be fully recompensed.
BT Assured Services
BT is committed to providing reliable and consistent customer service across all our products and across all the countries we work in.
Service management is at the heart of BT Assured Services. Our aim is to make sure you can contact us at any time, and speak to a Service Desk team who know your business.
BT Assured Services sets out the service levels you can expect as standard from BT for:
- Service Design
- Service Transition
- Service Operation
- Reports and information services
- Billing services
- Continual Service Improvement
These service levels apply to all our global products. They are easy to understand, innovative and provide excellent value for money.
All services can be individually tailored to meet the needs of your business. They are accessed through a number of designated Customer Service Centres, which provide support in your own language, or online via BT's customer portal.
Service Design
Our experience shows that customers greatly value a consultative approach to service provision. That’s why we work closely with you to understand your needs, helping you to exploit the full potential of the digital network economy. This close collaboration will enable us to deliver the right solutions for your business today, whilst giving us the level of understanding needed to meet your evolving needs of the future.
Service Transition
It is vital that you have total confidence in your service when you order new products or upgrades. Our order and implementation services provide solutions delivery to agreed timescales. With BT Assured Services, we keep you fully informed at all stages of the project, providing you peace of mind that your service will be delivered on the date required with minimum disruption to your business.
Service Operation
With BT Assured Services, the Service Desk team takes complete ownership of any service interruptions, ensuring that customers remain fully informed of progress throughout.
We will keep you up-to-date at all stages of problem resolution, making sure repairs are completed within agreed timescales in order to minimise downtime and maximise availability.
You will receive regular progress updates from the Service Desk team. In addition, you can track progress online through the My Account portal.
Reports and information services
With BT Assured Services, we provide a broad range of reports and information services to make sure that you have access to the right information at the right time to help you manage your communications to optimum effectiveness. Features of the service include product performance reports, to illustrate how the network is performing in key areas
You can access these reports at any time through My Account, our online portal.
Billing services
All bills are simple, clear and easily understood, compiled using your choice of language, currency, frequency and media. With BT Assured Services, you can choose to be billed in US dollars, GB pounds or Euros and in multiple languages. Invoices are either posted to you or sent electronically as a .pdf file. We will invoice you one month in advance for recurring charges and one month in arrears for usage.
Cross-portfolio Service Level Management
For business-critical applications, Quality of Service, backed by a robust SLA, is as critical as speed, throughput, or geographical coverage. SLAs (whilst not a substitute for excellent quality of service) are indicative of a supplier’s reliability and technical expertise and define the terms of your relationship with your supplier. With these principles in mind, BT has developed a new breed of SLAs which illustrate our continued commitment to delivering world-class customer service.
We understand that each customer solution is unique and whilst some sites are key to your operations, others are less critical. Through our SLAs, BT is able to give you a service designed to your specific configurations, which will give you the required availability at each site. In other words, our target-based SLAs offer you the opportunity to design a flexible, responsive SLA according to your business needs
To protect your business, BT offers a cross-portfolio Service Level Agreement (SLA) as a fundamental part of BT Assured Services. Our SLA sets out the agreed specification for a selected range of services, covering service transition, availability and restoration.
My Account
My Account is BT’s online service management and collaboration tool. As part of BT Assured Services, you are able to access this empowering tool free of charge.
My Account is designed to simplify and significantly speed up the way in which customers interact with BT, by providing real-time access to our Operational Support Systems via user-friendly web interfaces – giving you comprehensive details of all elements of your account.
Continual Service Improvement
BT's Customer Service Experience vision is to enable people to connect with whoever they want, whenever, however and wherever they want. This means providing quality products and services that not only excel, but are good value for money, as well as ensuring your requirements are satisfied every time. To further this vision, we are dedicated to providing you with a simple and complete customer service experience.
We proactively check that you are satisfied with the level of customer service and make it as easy as possible for you to contact us with your comments, in the way that best suits you. This ongoing communication also helps us to continuously improve our services.
Through enhanced services and customer interaction, BT can help to boost the efficiency of your business, reduce costs and deliver the leading-edge resilience and security that will help you to meet your evolving business critical requirements.
