| Provisioning targets (Fulfil) | Service Request acknowledgement – 4 business hours |
| | Rejection - 4 working hours |
| | Notification of expected service start date (RFS) – 4 business hours |
| | Change to service start date confirmation – 4 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 targets (Assure) | Fault report receipt acknowledgement – half an hour |
| | Notification of expected restoration time – 4 hours |
| | | Downtime reported to Chorus | Business Restore | | 12AM – 12PM | By 7PM the same day | | 12PM – 12AM* | By midday the following day |
|
| | Notification of completion of service restoration – 4 hours |
| Proactive Assure | We will make contact within 30 minutes of Chorus Assure receiving an alarm. - If our call to the RSP contact isn’t answered, we will leave a voicemail containing the ticket number, circuit ID and a brief problem description. We will then attempt to also contact any secondary contact number.
- If our call to the customer contact isn’t answered, we will leave a voicemail containing the ticket number, circuit ID, a brief problem description and instructions to contact their RSP. We will then attempt to also contact any secondary contact number.
Standard Business Restore SLAs apply. |
| Available reporting | UFB SLA report |
| | UFB penalty report |
| | Chorus operational reports [BN1] |
| Other notes | Planned outage - at least business 5 days’ notice |
| | Unplanned outage - 2 hours after event |