From July, coinciding with the launch of Small Business Fibre, we are improving Chorus Business Restore. Based on your feedback we also simplified the way we present the Chorus Business Restore service levels.
 

What’s happening

Chorus Business Restore applies to all UFB Enterprise Services. We are improving the service level for fault restoration of all Enterprise Services faults reported to us between 7pm and midnight. Before July the SLA was to restore the service by 7pm the following day. It will now be by noon the following day.

This change enables us to simplify the communication of the restoration SLA as:

What’s the details?

Since the launch of the new service level framework in April 2018 our customers have pointed out the Consumer and Enterprise restore service levels are the same for faults reported during the period 7pm to midnight. This is despite businesses using Enterprise Services typically requiring a timelier response than Consumer. Also the current three tier service level in the UFB Reference Offer is difficult for Service Providers to communicate to their customers. 

From July, coinciding with the launch of Small Business Fibre, Chorus is improving the assure service level for all fibre Enterprise Services reported 7pm to midnight to match the assure service level for Enterprise Service faults reported noon to 7pm. Business Restore will provide a better service level than Consumer for that period and simplify the fibre Enterprise Services assure service level.

For all faults affecting fibre Enterprise Services reported to us between 7pm and midnight the restore service level target becomes noon the following day.

The summary table below shows the improvement in the current three tier restore times associated with Enterprise Services:

The change enables us to simplify the service level table into the following two tier format, which we will use in all Chorus communications from now on:

 Or more simply communicated to your customers as

• Faults reported in the morning are restored the same day.
• Faults reported in the afternoon/evening are restored by noon the next day.

This change will make it simpler to understand and will ultimately lead to less downtime for your business customers in the event of a connectivity issue.

The change applies to the following UFB Enterprise products:

• Small Business Fibre
• NGA Business (Bitstream 3/3a including accelerate)
• NGA Business Premium (Enhanced Bitstream 4)
• Direct Fibre (DFAS)
• HSNS Premium (Bitstream 4)
• HSNS Lite

Note this change does not affect restoration levels associated with the Consumer Services ie NGA Evolve (Bitstream 2 including accelerate versions).

Next steps

The change is effective immediately and applies to all UFB Enterprise products including Small Business Fibre (launched July 1st). The associated reference offer documents will soon be updated to reflect this change.

Contact

For any queries, please contact your Chorus account manager – or Darren Kelly, Product Owner – Business Connectivity.