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NGA Business Premium (Enhanced Bitstream 4)

Service Levels

Service levels

Provisioning targets (Fulfil)Service Request acknowledgement – 4 business hours
 Rejection - 4 working hours
 Notification of expected service start date (RFS) – 4 business hours
 Change to service start date confirmation – 4 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
 
Downtime reported to ChorusBusiness Restore
12AM – 12PMBy 7PM the same day
12PM – 12AM*By midday the following day
 Notification of completion of service restoration – 4 hours
Proactive Assure

We will make contact within 30 minutes of Chorus Assure receiving an alarm.

  • If our call to the RSP contact isn’t answered, we will leave a voicemail containing the ticket number, circuit ID and a brief problem description. We will then attempt to also contact any secondary contact number.
  • If our call to the customer contact isn’t answered, we will leave a voicemail containing the ticket number, circuit ID, a brief problem description and instructions to contact their RSP. We will then attempt to also contact any secondary contact number.

Standard Business Restore SLAs apply.

Available reportingUFB SLA report
 UFB penalty report
 Chorus operational reports [BN1]
Other notesPlanned outage - at least business 5 days’ notice
 Unplanned outage - 2 hours after event

Service hours

Assure7am to 7pm / 7 days a week
 24/7 to log incident / remote fixes
Proactive Assure24/7 response 
FulfilProcessing 8am to 5pm / Mon - Fri