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Direct Fibre (DFAS)

Service Levels

Service levels

Here are some of the key service levels for Direct Fibre. A full list can be found in the service level terms.

Service

Service level targets

Provisioning (Fulfil)

Service Request acknowledgement – 4 business hours

Notification of rejection – 4 business hours

Notification of expected service start date (RFS) – 6 business hours

Change to service start date confirmation – 6 business hours

Confirmation of completion – 4 business hours

Order is completed right first time – 5 business days

Pre-qualification acknowledgement – 4 business hours

Automated pre-qualification order completion – 4 business hours

Manual pre-qualification order completion – 6 business days

Faults (Assure)

Fault report receipt acknowledgement – half an hour

Notification of expected restoration time – 4 hours

Notification of completion of service restoration – 4 hours

Downtime reported to Chorus

Business Restore

12AM – 12PM

By 7PM on that day

12PM – 12AM *

By midday the following day

 

 

  * The 12PM TO 12AM window from the above table consolidates both the ‘By 7pm’ and ‘After 7pm’ windows under the Enterprise Restore SLA’s in the UFB Service Level Terms.

Available reporting

  1. UFB SLA report
  2. UFB penalty report
  3. Chorus Operational Reports

Other notes

Planned outage – at least 5 business days’ notice

Unplanned outage – 2 hours after event


Service hours

Assure

7am to 7pm / 7 days a week

24/7 to log incident / remote fixes

Fulfil

Processing 8am to 5pm / Monday - Friday