BT Ignite fires up customer service

BT Ignite has ditched service level agreements (SLAs) for content hosting customers in favour of dedicated service managers and service level guarantees.

The raft of initiatives include Platinum, Gold and Bronze Service Management agreements.

Platinum comprises a range of new support services including exclusive access to a dedicated service manager who is responsible for all service-related issues under the hosting contract.

One customer trialling the new scheme is internet service provider Brightview which owns a number of providers including IC24 and Madasafish. Chief executive David Laurie said that his business is "highly complex" and that his company's needs went "beyond the standard SLA".

"Our relationship with BT Ignite is so crucial to our business operation that we regard it as our most important strategic partner," said Laurie. "Having a dedicated service manager who understands our business and the hosting market is essential to our growth."

The middle Gold tier does not have a dedicated manager, but offers support though a management team. Both have monthly service reviews and reports against service level guarantees.

The Platinum and Gold services are available now and the Bronze service will be introduced in March.