Same service levels as NGA Business apply to Hyperfibre Business.
| Provisioning targets (Fulfil) | Rejection - 4 working hours | |||||||
| Request acknowledgement - 4 working hours | ||||||||
| Notification of expected service provider - 6 hours of deemed acceptance | ||||||||
| Installation target - meet agreed date | ||||||||
| Confirmation of completion - 4 working hours after service request completed | ||||||||
| Faults targets (Assure) | Fault report receipt acknowledgement - half an hour | |||||||
| Notification of expected restoration time - 4 hours | ||||||||
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| * 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. | ||||||||
| Notification of completion of service restoration – 4 hours | ||||||||
| Billing targets | 1 working day from when request is closed | |||||||
| Available reporting | UFB SLA report (CFH & service provider) | |||||||
| UFB rebate report (CFH & service provider) | ||||||||
| Customer experience dashboard | ||||||||
| Other notes | Planned outage - 5 days’ notice | |||||||
| Unplanned outage - 2 hours after outage is first noticed | ||||||||
| Rebates apply to provisioning service levels for connections and assure service levels in all areas |