Coms Broadband Care Services
Coms Broadband accounts include standard care as standard unless stated otherwise. Customers have the option to upgrade to enhanced care at any time.
Standard Care Services
Standard Care is included with all Broadband packages. The reporting of Standard Care incidents is by phone during office hours or by email 24 hours a day, 7 days a week including UK Bank and Public Holidays. Coms will clear the incident within 48 hours, excluding parked time*. Should an engineer visit be required, these will be conducted between 0800-1800 hours Monday to Friday (excluding UK Bank and Public Holidays).
Enhanced Care Services
For Enhanced Care Services, the reporting of incidents by email 24 hours a day, 7 days a week including UK Bank and Public Holidays. Coms will clear the incident within 14 hours, excluding parked time*. Should an engineer visit be required, these will be conducted 24 hours a day seven days a week (including UK Bank and Public Holidays). For Enhanced Care Services, the Customer is responsible for ensuring that the incident report stipulates either:
1. the Site is manned 24x7x365 to allow access to an engineer; or
2. the normal business hours for the Site as to when a User or User representative will be present on-site to provide access to an engineer.
• Optional Cost for Enhanced Care Upgrade: £15 per month.
Static IP Addresses
Coms Broadband is supplied with dynamic WAN IP Addresses. Customers have the option to upgrade to Static IP's, which can be supplied as 1, 6 or 14 useable addresses
• Optional Cost Static IP Upgrade: £4 per month, Irrespective of how may IP's are required
* please refer to our terms and conditions
