| Provisioning targets (Fulfil) | Rejection - 4 working hours |
| Request acknowledgement - 4 working hours |
| Notification of expected service provider - 6 hours of deemed acceptance |
| Installation target - meet agreed date |
| Confirmation of completion - 4 working hours after service request completed |
| Faults targets (Assure) | Fault report receipt acknowledgement - half an hour |
| Notification of expected restoration time - 4 hours |
| Downtime reported to Chorus | Business Restore | | 12AM – 12PM | By 7PM on that 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 |
| Billing targets | 1 working day from when request is closed |
| Available reporting | UFB SLA report (CFH & service provider) |
| UFB rebate report (CFH & service provider) |
| Customer experience dashboard |
| Other notes | Planned outage - 5 days’ notice |
| Unplanned outage - 2 hours after outage is first noticed |
| Rebates apply to provisioning service levels for connections and assure service levels in all areas |
