Improvement to Business Restore Service Level Target
We now have an improved service level for all Enterprise and SME services that currently benefit from Business Restore from 7pm to 6pm on the same day for all faults reported before noon.
| Business Restore Service Level Targets | Restore target for Faults reported before noon | Restore target for Faults reported after noon | ||
| Chorus Product | Product Category | Was | Now | Unchanged |
| Small Business Fibre | SME | 7pm | 6pm | Noon next day |
| Small Business Hyperfibre | SME | 7pm | 6pm | Noon next day |
| NGA Business | SME | 7pm | 6pm | Noon next day |
| Business Hyperfibre | SME | 7pm | 6pm | Noon next day |
| Direct Fibre Access Service (DFAS) | Enterprise | 7pm | 6pm | Noon next day |
| Business Premium | Enterprise | 7pm | 6pm | Noon next day |
| Mobile Access | Enterprise | 7pm | 6pm | Noon next day |
| High Priority Access | Enterprise | 7pm | 6pm | Noon next day |
| HSNS Lite Fibre | Enterprise | 7pm | 6pm | Noon next day |
Why change?
After reviewing the impacts of the new Chorus Field Services Agreement (FSA) with our Service Companies, we believed that an improvement in the Business Restore Service Level Target was possible.
As a result of the review, we are no longer planning to introduce a new business assure service level that had been previously communicated as part of the SME enhancements (linked below). Instead will include all SME plans in an improved assure service level target for Business Restore which changes from 7pm to 6pm on the same day for all faults reported before noon. For faults reported after noon, the target for all Enterprise and SME services remains noon the next day.
What you need to know
You will need to ensure your product and operational teams are aware of the improved assure service level timeframe.
Contact
If you have any questions, then please reach out to your friendly Customer Engagement team.