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) |
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