Business Premium (Enhanced Bitstream 4)

Service Levels

Overview Price & Offers Tech Specs Service Levels Guides Resources

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

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