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
| Service | Service levels |
|---|---|
| Request acknowledgment | 4 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;
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 completion | Each 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 Chorus | Mass market restore time | Enterprise restore target |
| By Midday | By 7pm on the following day | By 7pm on that day |
| By 7pm | By 7pm on the following day | By midday on the following day |
| After 7pm | By 7pm on the following day | By 7pm on the following day |
Billing targets
1 working day from when request is closed.
Event management targets
| Service | Service levels |
|---|---|
| Planned outage | 5 days’ notice |
| Unplanned outage | 2 hours after notice |
Available reporting
- UFB SLA report (CIP & service provider)
- UFB penalty report (CIP & service provider)
- Cycle time management reporting
- Jeopardy management reporting
- Customer experience dashboard