| Service | Service levels | ||||||||
|
Provisioning targets (Fulfil) |
Service Request acknowledgement – 4 business hours |
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|
Rejection - 4 working hours |
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|
Notification of expected service start date (RFS) – 6 business hours |
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Change to service start date confirmation – 6 business hours |
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|
Confirmation of completion – 4 business hours |
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|
Order is completed right first time – 5 business days |
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|
Pre-qualification acknowledgement – 4 business hours |
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|
Automated pre-qualification order completion – 4 business hours |
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|
Manual pre-qualification order completion – 6 business days |
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|
Faults targets (Assure) |
Fault report receipt acknowledgement – half an hour |
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|
Notification of expected restoration time – 4 hours |
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|
Notification of completion of service restoration – 4 hours |
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|
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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. | |||||||||
|
Notification of completion of service restoration – 4 hours |
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|
Available reporting |
UFB SLA report |
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|
UFB penalty report |
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|
Chorus operational reports |
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|
Other notes |
Planned outage - at least business 5 days’ notice |
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|
Unplanned outage - 2 hours after event |
NGA Business (Bitstream 3/3a)
Service Levels
Service levels
Service hours
|
Assure |
7am to 7pm / 7 days a week |
|
24/7 to log incident / remote fixes |
|
|
Fulfil |
Processing 8am to 5pm / Mon - Fri |