Here are some of the key service levels for Direct Fibre. A full list can be found in the service level terms.
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Service |
Service level targets |
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Provisioning (Fulfil) |
Service Request acknowledgement – 4 business hours Notification of rejection – 4 business hours Notification of expected service start date (RFS) – 6 business hours Change to service start date confirmation – 6 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 |
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Faults (Assure) |
Fault report receipt acknowledgement – half an hour Notification of expected restoration time – 4 hours Notification of completion of service restoration – 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. | |||||||||
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Available reporting |
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Other notes |
Planned outage – at least 5 business days’ notice Unplanned outage – 2 hours after event |