Comcast Business Internet Repair Response Time

[aschmu]

My organization has a Comcast business internet account that is critical to our operations. If the service goes down, is there a gaurantee as to how quickly service will be restored?

[train_wreck · Accepted solution]

No, there is no guarantee, as there isn't technically an SLA with business class; it's a "Service ORDER Agreement". Higher level accounts, such as Metro Ethernet (fiber-to-the-business), do come with higher levels of urgency on repairs, and i believe compensation for downtime. Business class, however, does not. In my experience, turn-around time for fixes does not differ between residential and business class service.

If you cannot afford Metro, and are sufficiently concerned, i might recommend having a backup DSL connection, and a router with responsive failover.

[kraze]

If I remember correctly. If your service is fully down, as in you call in and the techs on the other end cannot get a signal from your modem. They'll escslate your ticket and if it's approved they have four hours to respond. Now actually getting you back online is a different story, but they'll respond. 

Though, basic business class internet doesn't have any type of an SLA. You could still ask for a credit, but it would be a timebased credit and likely only be a few dollars at best. 

[train_wreck]

though i will say one thing; ever since signing up for business class, i have noticed that i get an advance warning phone call if there will be scheduled maintenance in my area; it's usually 6-12 hours ahead. I do not remember this ever happening on residential.

[aschmu · Accepted solution]

Thank you both for your input; that is helpful.