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Provisioning targets (Fulfil) |
Rejection - 4 working hours |
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Request acknowledgement - 4 working hours |
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Notification of expected service provider - 6 hours of deemed acceptance |
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Confirmation of completion - 4 working hours after service request completed |
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Faults targets (Assure) |
Fault report receipt acknowledgement - within half a fault restoration hour |
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Notification of expected restoration time - within 8 hours of the fault being reported |
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Note: the Bitstream 2 SLA is different from all other business products. This is included under “standard restore” as per above table. |
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Billing targets |
1 working day from when request is closed |
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Available reporting |
UFB SLA report (CFH & service provider) |
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UFB penalty report (CFH & service provider) |
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UFB S&M report |
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RBI SLA report (MBIE & service provider) |
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RBI penalty report (MBIE & service provider) |
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RBI S&M report |
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Customer experience dashboard |
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Other notes |
Planned outage - 5 days’ notice |
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Unplanned outage - 2 hours after notice |
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Penalties apply to provisioning service levels for connections within UFB areas and assure service levels in all areas |
NGA Evolve (Bitstream 2)
Service Levels
Service Levels
Service hours
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Assure |
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Fulfil |
Processing 8am to 5pm / Mon - Fri |