Service hours
- Assure: 7am-7pm x 7 days a week 24/7 to log incidents or remote fixes
- Fulfil: processing 8am-5pm Monday to Friday.
Provisioning targets
- Performance indicators only
- Provision of quote: 10 working days
- Meet the expected build completion date as per the RFS provided in the quote (typically 20 working days).
Fault targets
- Fault report receipt acknowledgement: within half a fault restoration hour
- Notification of expected restoration time: within 8 fault restoration hours of the fault being reported.