Definitions of Care Level
The Care levels have been renamed, please see the box below.
Level 3 care provides support until 9pm.  A higher level of premium care has been introduced called Level 4. This level of care provides unlimited 24/7 support.

Service benefits, Maintenance Level target fix times

Level 1

Clear by 23.59 day after next, Monday to Friday, excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday.


Level 2
Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday.


Level 3
Report 13.00, clear by 23.59 same day. Report after 13.00 clear by 12.59 next day, seven days a week, including Public and Bank Holiday.


Level 4
Clear within 6 hours, any time of day, any day of the year.