There are various SLA's offered by Ovenreach which cover PTSN line faults. The highest SLA (Level 4) targets a 6 hour resolution time.
Then, there is a separate ‘Enhanced Care’ product which covers broadband faults. It is what A&A, Zen, Plusnet etc all also resell. It aims for someone to initially respond in three hours and solve a broadband fault within 20 hours (not guaranteed). I am told that there is some uncertainty here; that could be a BT Wholesale-provided service not an Openreach one.
Would AA consider allowing customers to buy the level OR Level 4 SLA ?