Business Broadband SLA and Care Levels Explained

Last checked: 26 October 2026

A business broadband SLA (service level agreement) is the provider's written repair commitment: how quickly it aims to restore a fault, during which hours, and what, if anything, you get if it misses. On lines that run over the Openreach network, that commitment usually depends on the line's care level. Providers that publish their terms describe Standard Care as a 40-hour repair target, Enhanced Care as 20 hours and Critical Care as 7 hours.

Those numbers are targets, not uptime guarantees, and the clock usually starts later than you might expect. This guide explains what each level means, how to read an SLA, and what to ask before you sign.

What is a broadband care level?

A care level is the repair service attached to a line. Openreach builds and maintains most of the UK's fixed network, but its own business help page says "you'll need to contact your service provider directly for most issues". In practice, you buy a care level through your broadband provider, and the provider manages the fault with Openreach on your behalf.

Providers sometimes rename the levels or add their own, so always match the name on your order form to the repair target written beside it.

Standard, Enhanced and Critical Care compared

The table below summarises the care levels as two providers, IDNet and VoiceHost, publish them for Openreach-based broadband. Your own contract is what counts.

IDNet also states that under Enhanced Care "Openreach will respond to a fault report within 3 hours". Every target excludes "allowable parked time", which is time the fault is paused, for example while waiting for access to your premises.

What does "40 clock hours" mean?

Clock hours are counted while the care level is operating, not around the clock. IDNet says Standard Care "operates during Openreach Normal Working Hours". A fault reported late on a Friday under Standard Care can therefore take longer in calendar time than the headline figure suggests. Enhanced and Critical Care run 24 hours a day, every day, which is why they cost more.

When does the repair clock start?

Not when you pick up the phone. VoiceHost says measurement normally begins once it has completed diagnostics, submitted the fault to the supplier, and the supplier "has accepted it as a qualifying fault within its network". IDNet's terms say the same: timescales start "from when end user fault diagnostics has been completed and the fault is determined to be within our wholesalers network".

That has two practical consequences:

• Faults inside your premises are not covered. A failed router, internal wiring or Wi-Fi problem is outside the network repair target.
• Delays in diagnostics add to your downtime. Keep your router powered and accessible, and have someone on site who can run the provider's checks.

IDNet also notes its care levels "do not apply during a Major Service Outage (MSO)", such as widespread damage after a storm.

Is a repair target a guarantee?

No. VoiceHost says plainly: "Repair targets are not uptime guarantees." It adds that "Service credits are not automatic", and any credit depends on the service agreement, eligibility rules, the claim procedure and financial limits. A care level improves how fast a fault should be fixed. It does not promise the line will not fail.

If your business cannot be offline for a day, combine the care level with a second connection. Our 4G backup broadband guide explains automatic failover.

Do leased lines have better SLAs?

Generally, yes. A leased line is a dedicated fibre with business-grade repair terms built into the product. Our leased line vs full fibre guide compares the two, including the repair commitment Openreach quotes for its Ethernet products.

Worked example: choosing a care level for a 10-person office

Imagine a 10-person office on full fibre that takes card payments and runs its phones over the internet.

1. Cost of downtime: list what stops when the line fails: calls, card terminals, cloud software. Estimate what a working day without them costs you. This is your own figure, not a market average.
2. Standard Care exposure: a fault reported on Friday afternoon could still be open into the following week, because the 40-hour target counts normal working hours only.
3. Enhanced Care exposure: the 20-hour target runs every day, so the same fault should be cleared much sooner.
4. Backup option: a 4G or 5G failover router keeps calls and payments running during either repair window.

Compare the extra monthly cost of Enhanced Care, a backup connection, or both, against your downtime estimate. A faster repair target shortens the outage; a backup connection keeps you working from the moment the line drops. Ask for both options priced over the full contract term.

What should I ask before signing?

Put these questions to the provider and keep the answers in writing:

1. Which care level is included, and what is its exact name and code on the order form?
2. What is the repair target, and during which hours does it run?
3. When does the clock start, and what counts as parked time?
4. Is there a service credit if the target is missed? How is it claimed, and what is the cap?
5. Is the support desk available at the same hours as the repair cover?
6. How far in advance must a care level upgrade be in place before it applies to a fault?
7. Is the SLA the same for the phone service as for the broadband?

VoiceHost notes that a 24/7 repair measure "does not automatically provide a 24-hour telephone helpdesk unless this is expressly included", so question 5 matters.

Frequently asked questions

What is an SLA on business broadband?

It is the provider's written commitment on service, mainly repair times. On Openreach lines it usually depends on the care level you buy.

What is the difference between Standard Care and Enhanced Care?

Providers such as IDNet and VoiceHost describe Standard Care as a 40-hour repair target during Openreach normal working hours, and Enhanced Care as a 20-hour target that runs 24 hours a day, seven days a week, including bank holidays.

Does business broadband come with compensation if it goes down?

Only what your contract says. Providers that offer service credits set eligibility rules, claim steps and limits, and credits are often not automatic. Check the SLA before you sign.

Can I upgrade my care level after a fault happens?

Do not rely on it. Clear Business, for example, says you need to upgrade "at least 24 hours before reporting a fault". Choose the care level when you order and review it at renewal.

Is Critical Care worth it for a small business?

It depends on what an outage costs you. Critical Care has the shortest target these providers publish, 7 hours, but it costs more. Price it against Enhanced Care plus a backup connection before deciding.

Related guides

• Business broadband guide
• Leased line vs full fibre
• 4G backup broadband for business
• Static IP addresses for business broadband
• How much bandwidth does VoIP need?
• Business phone and broadband bundles

Sources

• IDNet: Care levels
• VoiceHost: Business broadband SLAs and care levels
• Clear Business: Telecoms care levels
• Openreach: Help for business owners