Feedback

Service levels

Same service levels as UFB products apply to Hyperfibre. Here are some of the key service levels for all Chorus UFB products. If you would like more detail please consult the published Chorus UFB agreement service level terms on our website here.

Provisioning targets

ServiceService levels
Request acknowledgment4 working hours
Scope and Installation completion

Each fibre scope and installation visit must be completed on the date and during the time window accepted by you via the Chorus Portal or such later date agreed with you or your customer.

Note: All installations ready for service dates are confirmed within 72 hours of scope completion.

Intact Order completion

Fibre connection at a site which has previously had a connection, even if connection isn’t currently active, must be completed either within the agreed lead-time;

  1. If that connection is capable of remote activation
    • 90% of the bitstream services are to be provisioned within 4 business hours; and
    • 100% of the bitstream services are to be provisioned within 1 business day
  2. If that connection is not capable of remote activation or you request a site visit
    • The bitstream services are to be provisioned within 5 business days

Or, it must be completed on the date accepted by you via the Chorus Portal or at a later date as agreed with you or your customer.

Relinquishment completionEach fibre relinquishment must be completed within 1 day or on the date and during the time window accepted by you via the Chorus Portal or at a later date as agreed with you or your customer.

 

Assure targets

Request acknowledgment

Within 30 minutes of fault being reported

Restoration time

Downtime reported to ChorusMass market restore time Enterprise restore target
By MiddayBy 7pm on the following dayBy 7pm on that day
By 7pmBy 7pm on the following dayBy midday on the following day
After 7pmBy 7pm on the following dayBy 7pm on the following day

 

Billing targets

1 working day from when request is closed.


 

Event management targets

ServiceService levels
Planned outage5 days’ notice
Unplanned outage2 hours after notice


Available reporting

  1. UFB SLA report (CIP & service provider)
  2. UFB penalty report (CIP & service provider)
  3. Cycle time management reporting
  4. Jeopardy management reporting
  5. Customer experience dashboard

Technical resource

Hyperfibre service description


Service hours

Same service hours as UFB products apply to Hyperfibre.