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NGA Tail Extension Service (TES)

Service Levels

Service levels

Service Service level 
Provisioning targets (Fulfil) rejection 4 working hours
Request acknowledgement 4 working hours
Notification of expected service provider  6 hours of deemed acceptance
Confirmation of completion  4 working hours after service request completed
Faults Targets (Assure) fault report receipt acknowledgement  within half a fault restoration hour
Notification of expected restoration time within 8 hours of the fault being reported
Meet expected fault restoration time service provider SLA  48 hours max downtime (enhanced levels available)
Billing targets  1 working day from when request is closed
Available reporting UFB SLA report (CFH and service provider)