UK ISP Spitfire Improves its Service Level Agreements

Spitfire, the UK business focused broadband Internet and telecoms provider, has reportedly bolstered its Service Level Agreements (SLA) via a number of commitments to new customer support and service reliability improvements.

According to Dealer Support, the new SLA introduces 16 improvements and a number of amendments. Apparently the highlights include a 100% target uptime for their Fibre Ethernet service, 99.93% target uptime on copper Ethernet (EFM) and extended weekend customer support for DSL customers with Standard Care (now available from 08:00 to 18:00 at no extra charge).

Susie Ward, Spitfire’s Marketing and HR Director, said:

“For business customers service delivery and customer support are key differentiators and at Spitfire we aim to provide SLAs and support that are second to none. As an IP engineering led provider of network services we set the benchmark for service delivery at excellent, without compromise. Our improved SLAs are certain to attract even more business customers to Spitfire.”

The ISP’s previous newsletter revealed that, in the 3 months to October 2015, Spitfire Support answered 83.9% of all inbound calls within 15 seconds (this rises to 95.5% of all inbound calls for being within 1 minute).

The provider also tasks an unknown third-party to conduct regular customer satisfaction surveys, which claims to reveal that 90% of respondents found that a service issue logged with Spitfire was resolved by the first person who took the call.