Business Phone Lines - ISDN30e, ISDN2e, Analogue and SIP Trunks

Spitfire’s Phone Lines – outstanding value ISDN30e, ISDN2e and analogue phone lines as well as our own SIP Trunk service – a Business quality Voice over IP service.

Key reasons for using Spitfire Line Rental include:

  • A full range of ISDN30e, ISDN2e, analogue and SIP Trunking VoIP services.
  • Experienced Account Managers who will discuss all the options with you.
  • Guaranteed Service Level Agreement and fault repair times.
  • An outstanding relationship with Openreach engineering teams.

 

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Spitfire Business Phone Line Rental

Spitfire’s Phone Line Rental portfolio includes services provided by Openreach (a BT Group Company), that have equivalence with all BT Retail products. This allows us to provide our clients with a genuine one stop solution to their telephone service requirements.

Our relationship with Openreach is second to none, as is our experience in delivering and managing customers phone lines on an on-going basis.

Some of the major reasons for transferring line rental to Spitfire are as follows:

  • All management, provision of new lines, cancellation of old lines, moves and changes are carried out by Spitfire - you never need to call a BT Retail call centre.
  • Clients benefit from Spitfire advice and consultancy from a specific account manager.
  • Free audit of current telephone billing and rental charges.
  • A clear and easy to understand single billing solution – all sites, telephone numbers, usage descriptions, rental charges, call charges, broadband and mobile costs on one monthly bill.
  • No transfer charges.
  • All transfers are handled from start to finish by Spitfire. This is an administrative change – no site visits by engineers required.
  • Existing BT Retail and other numbers retained – including when moving sites.
  • Full management when moving sites – how to retain your phone number etc.

ISDN30e

ISDN30e is the premium Digital business line service – available from 8 channels (lines) up to 30 on a single bearer cable, and with the ability to use multiple bearers, ISDN30e is the most flexible digital business phone line service available.

ISDN stands for Integrated Services Digital Network, the ‘e’ on the end denotes the European standard ISDN service rather than the older DASII variant that was a UK standard. ISDN has been available in the UK since 1992.

ISDN30e is ideal for customers requiring any number of lines from 8 upwards, it uses Direct Dial In (DDI) numbers allowing individual DDI numbers to be used for individuals, departments and marketing purposes.

Key features include:

  • Available from 8 channels upwards on one connection.
  • Good value DDI numbers in blocks of 10.
  • Can port an existing single number as an SNDDI (Single Number DDI).
  • Up to 5 DDI ranges (an SNDDI counts as a range).
  • Spitfire generally supply ISDN30e with Service Level 4 as standard for a 6 hour fault clearance time 24 x 7.
  • You can increase or decrease the number of channels very easily, in single channel increments.

ISDN2e

ISDN2e is a smaller Digital business line service, that comes with 2 channels on one connection, with the ability to line multiple connections together, each with its own connection box (NTE), but with DDI numbers across all linked connections.

The use of DDI numbers is exactly the same as with ISDN30e. ISDN2e can also be used with stand alone equipment such as Video Conferencing, although this is now usually done via an IP (Internet Protocol) connection.

Key features include:

  • Available in multiples of 2 channels as pairs of channels.
  • As ISDN30e – DDI numbers and moving an existing analogue line number are both options.
  • Suitable for up to 8 digital lines (4 x 2 channel connections).

Analogue Lines

Analogue lines are the most basic form of phone lines, having been in use for over 100 years. Analogue lines are a PSTN service rather than ISDN (Public Switched Telephone Network), and are still widely used for a variety of purposes such as alarm lines, an ADSL bearer line, PDQ machines, or just as a simple phone line – most residential lines are single analogue lines.

There are two types of analogue line available – Basic lines and Premium lines. Please see the Service Level Agreement for details on the differences in fault repair times.

Spitfire will always recommend and use Premium lines – when comparing costs please be aware that many of our competitors moved every single Business line to become Basic lines, with the corresponding reduction in service.

Key features of analogue lines include:

  • Available as single Direct Exchange Lines (DELs) for use with alarm, PDQ, ADSL or Fax.
  • Also available as Multi-Lines on one number for business use (no DDIs etc).
  • Wide range of Special Services available such as Call Minder, Call Divert etc.

SIP Trunk Lines

Over 60% of our new business phone lines use SIP Trunking – this is a business quality VoIP (Voice over IP) service.

Spitfire have been supplying SIP Trunk services for over 6 years and are one of the UK’s leading suppliers.

SIP Trunks allow savings of up to 70% compared with ISDN30e/ISDN2e or analogue lines and as importantly also offer significantly enhanced business features – especially around resilience and back up services.

Key Features of Spitfire SIP Trunks include:

  • Low cost business phone services.
  • Unlimited DDI numbers.
  • Port existing numbers – and deliver to anywhere in the UK.
  • Not restricted to your geographic location, i.e. have a Birmingham number in London.
  • The ability to forward calls to other numbers in the event of a line failure – i.e. DDI numbers can be forwarded to individual mobiles.
  • SIP Trunks can connect to multiple sites.

For more information on Spitfire SIP Trunking please CLICK HERE.

For more information call us now on 0800 319 6000 or enquire here.

Spitfire Telephone Line Rental – Service Level Agreement and Fault Repair Times

Detailed below are the SLAs for our range of telephone line services. This covers Analogue lines, ISDN2e circuits and ISDN30e circuits. Please note that these fault repair times are determined by Openreach, and are all based on Wholesale Line Rental (WLR) telephone lines.

Please note that while a single Analogue line may not be vital to your business in itself, it may support an essential service such as ADSL, SDSL M or RedCare alarm monitoring. Please bear in mind the effect on your business should these services fail. Consequently you should ensure the SLA on your analogue line is at least as good as the SLA of the service it supports.

The key differences in support depend on the Openreach Service Level taken out on a circuit. The Openreach fault clearance times for the different ServiceLevels are detailed below:

Service Level 1 (Basic Lines Only)

EONWD+1: End of Next Working Day plus an additional Working Day, Monday to Friday excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday

Service Level 2

EONWD: End of Next Working Day, Monday to Saturday excluding Public and Bank Holidays.For example, report Tuesday, clear Wednesday.

Service Level 3

EONHWD: End of Next Half Working, Monday to Sunday including Public Holidays. For example, report 13.00, clear by 23.59 the same day. Report after 13.00 clear by 12.59 the next day. Please note engineers only work 0700 hrs to 2100 hrs.

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

Spitfire Response and Fault Repair Times

Spitfire Telephone Line Rental (WLR) Fault Repair SLA
 
Target Response Times
SLA Clearance Times
Product Name System Failure Major Faults Minor Faults Other Lvl 1 Lvl 2 Lvl 3 Lvl 4
Analogue Basic Line
30 mins
2 wk hrs
4 wk hrs
1 wk hr
EONWD+1
EONWD
EONHWD
6 clock hrs
Analogue Premium Line
30 mins
2 wk hrs
4 wk hrs
1 wk hr
n/a
EONWD
EONHWD
6 clock hrs
ISDN2e
30 mins
2 wk hrs
4 wk hrs
1 wk hr
n/a
EONWD
EONHWD
6 clock hrs
ISDN30e / DASS2
30 mins
2 wk hrs
4 wk hrs
1 wk hr
n/a
EONWD
EONHWD
6 clock hrs

There are two line types for single analogue lines: Basic & Premium. Basic is a low cost variant that includes Service Level 1. The Service Level can be increased but this brings the line rental to the same as a Premium Line.

Therefore if you require anything more than Service Level 1 we recommend a Premium Line, which comes with Service Level 2 as standard, you can then increase this to Level 3 or 4 if required.

All multi line analogue groups, ISDN2e and ISDN30e are only available as Premium Lines (with Service Level 2 as a minimum).

Please note that if Openreach need to attend site you will need to provide access at your own cost. Should Openreach not be able to contact you or gain access to the site the Service Level will default to the lowest level on your line type i.e. Service Level 1 on a Basic Line and Service Level 2 on a Premium Line which will delay the resolution of the fault. There will also be a Missed Appointment Fee of £85.00.

It should be specifically noted that if Service Level 4 has been purchased for a product but 24 x 7 site access is unavailable at the point of logging the job with Spitfire, the Service Level will default to the lowest level on your product type.

We strongly recommend a Disaster Recovery (DR) Plan is in place for critical lines - please note that while most faults will be cleared within the target clear time, our experience is that a minority of faults take a week or more to rectify . This might include the use of alternate sites to receive telephone calls, or alternative lines on your main site. Areas to consider are what will happen if your main site in unusable, you have a power failure, your telephone system fails, or simply that the telephone lines are down. All of these scenarios require a slightly different response in order to keep your business up and running. Please contact us for assistance with an appropriate DR Plan.

Spitfire Telephone Line Rental (WLR) KCIs

 We understand that when you have a fault on a line, whether an analogue line or an ISDN30e line this may be extremely disruptive to your business.

Our Support Team have developed a Keep The Customer Informed process to ensure we contact all customers experiencing a fault on a regular basis – you can also keep track of a fault via our website.

Customer contacts for faults are done by a mixture of electronic updates (texts or email as preferred) and phone calls, generally in a ratio of one call to one email/text if your line is totally down. This allows us to keep you updated while being able to devote most of our energies to following up the fault with Openreach and pushing them for a repair.

Spitfire Telephone Line Rental (WLR) KCI Update Targets

Spitfire Telephone Line Rental (WLR) KCI Update Targets
 
KCI - Customer Update Frequency
KCI - Contact Ratio (call/electronic)
Product Name System Failure Major Faults Minor Faults Other System Failure Major Faults Minor Faults Other
Analogue Basic Line
4 wk hrs
4 wk hrs
4 wk hrs
n/a
1:1
1:2
1:3
n/a
Analogue Premium Line
4 wk hrs
4 wk hrs
4 wk hrs
n/a
1:1
1:2
1:3
n/a
ISDN2e
3 wk hrs
3 wk hrs
4 wk hrs
n/a
1:1
1:2
1:3
n/a
ISDN30e / DASS2
2 wk hrs
2 wk hrs
4 wk hrs
n/a
1:1
1:2
1:3
n/a

Telephone Fraud

There are currently significant levels of telephone fraud occurring and the frequency and value is increasing. It is your responsibility to ensure that your telephone system is secure against being hacked by fraudsters. Call Fraud can escalate at an extremely high speed and you will be liable for all these calls. Spitfire has various fraud detection procedures in place and we will endeavour to contact you as soon as we become aware that a fraud may be in progress.

Please note that Spitfire Fraud Detection is of a high standard but is provided on a non-contractual, reasonable efforts basis and you will remain liable for all calls made on your lines. We may contact you to discuss an unusually high volume of calls on your lines and may also attempt to block further calls on your lines in these circumstances, regardless as to whether we have been able to make contact with you. Please note that depending on the circumstances we may or may not be able to block calls from being made and you will need to physically disconnect your telephone system from the Public Telephone Network or Internet to be totally sure no more calls are being made. You should contact your telephone system maintainer who may be able to block calls.

 


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