Faults can be reported at anytime through our Customer Service centre which is based in Guernsey.
It is important that you supply your service number and full contact details when reporting a fault. Please also supply as much detail as you can that could help rectify the fault whilst the fault is taking place.
Main Number: 151 from a Sure mobile
Faults should be reported to the above contact details to ensure the correct logging and call handling with the necessary audit trail.
Faults may be reported by authorised persons, giving the Service Number i.e. your Circuit, DC or H number with as full a description as possible at any time by using the above contact details.
Please note that emails are only checked periodically so for a more urgent response please phone.
Faults will be logged on the Sure fault handling system with a trouble ticket being issued and the fault will be given a priority dependant on severity.
We will ask you to provide a contact name, telephone number and email address when a fault is reported so we can provide updates.
If you wish to send further more detailed information regarding the fault, such as trace routes then please email them using the emails detailed above. Please ensure that you put your assigned trouble ticket number from us in the email heading.
Standard Fault Support Times
1st line telephone support is available 24/7. 1st line support logs all incoming fault calls, performs basic over the phone diagnostics and where appropriate provides information to resolve the fault. If fault resolution at 1st line support is not possible our Contact Centre escalates the fault to 2nd line support.
Fault Cover and Response
2nd line support is a team of experienced engineers who will assess the fault and where necessary perform an “on-site” visit to rectify the problem.
Standard fault cover for products and services is 8am to 5pm Monday to Friday.
Service Levels may vary for each product. The published SLA determines the response and resumption of service. Some products may not be covered outside of quoted times. For further details on a SLA for a specific product please visit www.sure.com.
Please note that a charge may apply if faults are reported and the cause is found not to be with the service Sure are supplying.
Charges for Out of Hours Response
If you do not have an alternative SLA, you will be subject to standard charges for call outs for unscheduled maintenance work and attendance to reported faults as shown in the table below.
|Normal Working Hours||8am to 5pm Monday to Friday excluding Bank Holidays||Minimum of 1 hour at the current and appropriate labour rate. Extra work is charged in periods of one hour|
|Overtime||5pm to 8am Monday to Friday; weekends and Guernsey Bank Holidays||Minimum 3 hours at the current and appropriate labour rate. Extra work is charged in periods of one hour|
Please see Authorisation List section if you wish to put an authorisation list in place for reporting assistance requests.