Here are some of the key service levels for HSNS Premium. A full list can be found in the service level terms.
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Service |
Service level targets |
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Provisioning targets (Fulfil) |
Automated pre-qualification order completion (copper only) – 4 business hours Manual pre-qualification order completion (copper) – 2 business days Manual pre-qualification order completion (fibre) – 6 business days Category 1 build (new connections) – 40 working days Category 2 build (new connections) – 35 working days Category 3 build (new connections) – 25 working days Category 4 (speed upgrades and disconnections) – 17 working days |
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Faults targets (Assure) |
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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 |
Chorus Operational Reports |
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Other notes |
Planned outage – at least 5 business days notice Unplanned outage – 2 hours after event |