| Service | Service levels |
| Provisioning targets (Fulfil) | Service Request acknowledgement – 4 business hours |
| | Rejection - 4 working hours |
| | Notification of expected service start date (RFS) – 6 business hours |
| | Change to service start date confirmation – 6 business hours |
| | Confirmation of completion – 4 business hours |
| | Order is completed right first time – 5 business days |
| | Pre-qualification acknowledgement – 4 business hours |
| | Automated pre-qualification order completion – 4 business hours |
| | Manual pre-qualification order completion – 6 business days |
| Faults targets (Assure) | Fault report receipt acknowledgement – half an hour |
| | Notification of expected restoration time – 4 hours |
| | Notification of completion of service restoration – 4 hours |
| | | Downtime reported to Chorus | Business Restore | | 12AM – 12PM | By 7PM the same day | | 12PM – 12AM * | By midday the following day | | | |
|
| | * 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 |
| Available reporting | UFB SLA report |
| | UFB penalty report |
| | Chorus operational reports |
| Other notes | Planned outage - at least business 5 days’ notice |
| | Unplanned outage - 2 hours after event |