Demon Reseller Support Boundaries

Care Level Days of Cover Target Resolution Time Update Frequency
WLR
1 All day Monday to Friday (excluding Bank Holidays) 23:59 on appointment date, if appointment required, or 23:59 of next business day + 1, whichever is later 1 per day
2 All day Monday to Saturday (excluding Bank Holidays) 23:59 on appointment date, if appointment required, or 23:59 of next business day, whichever is later 1 per day
3 24 x 7 By 23:59 on appointment date, if AM appointment, or by 12:59 next day, if PM appointment, if appointment required. If no appointment is required, then report 00:00-12:59 means fix 23:59 same day, report 13:00-23:59 means fix 12:59 next day. Twice daily
4 24 x 7 Appointment start time plus 6 hours and 30 minutes, if appointment required, otherwise 6 hours and 30 minutes. 2 hourly
Broadband
Standard Monday to Friday, 08:00-18:00 48 working hours (excluding Bank Holidays) 1 per day
Enhanced All day Monday to Sunday 24 clock hours Twice daily
Technical Support
N/A 24 x 7 Technical support/guidance is available 365 days a year, 24/7 N/A
  Supported Unsupported General Advice
Broadband (ADSL, SDSL, WDSL, etc)
Advice on cabling Demon broadband equipment to telephone master socket and a single computer/device
Advice on cabling self-sourced broadband equipment
Advice on default configuration of Demon equipment
Changing default configuration of Demon equipment (with the exception of port forwarding)
Help with setting up port forwarding
Help with all other areas of Demon equipment configuration
Advice on configuring self-sourced equipment with broadband Internet settings (Demon equipment comes pre-configured)
Help with configuring all other areas of self-sourced equipment configuration
Advice on general network/wireless settings for configuring computers, smartphones, etc.
How to configure operating system (Windows, MacOS, Android etc.) with those network/wireless settings
Help with firewall, VPN, antivirus software, network switches and other equipment etc.
Troubleshoot connectivity problems (may require a computer directly connected to broadband equipment)
Reporting and managing broadband faults within agreed support hours
Replacement of Demon supplied equipment, if faulty (chargeable, if outside warranty period)
Mail (Supported software: Windows Live Mail, Thunderbird, Mac Mail, Outlook, Outlook Express)
Configuring email software to send and receive mail via Demon
Advising on use of Demon Webmail facility
Configuring multiple email accounts in email software for different addresses/users
Assisting with stationery and multimedia messaging
Changing email passwords
Adding, editing and deleting aliases/users/mailboxes in the Email Management Portal
Importing users in the Email Management Portal
Creating multiple folders in email software
Using address book
Setting up message rules
Backing up email and/or address book
Configuring and troubleshooting anti-spam/anti-virus software
Troubleshooting Demon email problems
Advising on abuse-related issues