Our business internet services are supported by two maintenance and support levels. This allows organisations to choose the level of coverage that best suits their operational needs and risk profile.
Standard Care (Included)
Standard Care is the default support level for all broadband services, provided at no additional cost.
Under this care level:
Fault reporting and support operate during business hours only
Engineering visits are scheduled during standard working hours
Support is provided Monday to Friday, 08:00–18:00
UK public and bank holidays are excluded
This level is suitable for organisations where internet downtime outside business hours would have a limited operational impact.
Business Care (Optional Upgrade)
Business Care is an optional, chargeable support upgrade designed for organisations that require enhanced availability and faster response.
Under this care level:
Support operates 24 hours a day, 7 days a week
Coverage includes UK public and bank holidays
Faults are actively monitored and progressed outside standard hours
Please note that response times apply when the fault is within the network supplier’s control. Where an issue is identified as being within the local network or on-site equipment, escalation timelines pause and resume once responsibility returns to the supplier.
Engineering visits may be subject to access availability and site restrictions.
Choosing the Right Support Level
The appropriate care level depends on:
How critical is internet access to your operations
Whether services such as VoIP, cloud systems, or remote access rely on connectivity
Your tolerance for downtime outside standard business hours
During onboarding or service reviews, we can help assess which option is most appropriate.
Summary
Our business internet services include a standard support level by default, with an optional Business Care upgrade for organisations requiring extended coverage. This flexible approach allows businesses to balance cost, availability, and operational risk.
| Feature | Standard Care (Included) | Business Care (Optional Upgrade) |
|---|---|---|
| Availability | Business hours only | 24 hours a day, 7 days a week |
| Days Covered | Monday–Friday | Monday–Sunday |
| Public & Bank Holidays | ❌ Not included | ✅ Included |
| Fault Reporting | During business hours | Anytime |
| Fault Progression | Business hours only | Continuous |
| Engineering Visits | Business hours | Prioritised where possible |
| Typical Use Case | Non-critical connectivity | Business-critical connectivity |
| Additional Cost | Included | Chargeable add-on |
Want this looked after for you?
ABCOM has supported Sussex businesses and charities since 1996 and is an NCSC Assured Service Provider – Cyber Advisor (Cyber Essentials). Talk to a real person about your IT.
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How ABCOM can help
Talk to a real person at our Burgess Hill office. We are an NCSC Assured Service Provider and have supported Sussex businesses since 1996.